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The City of Santa Ana I Translation Services and Alternate Formats I RFP#2023-14 a,-,„ by our network provider,Voyce Global. Our interpreters hold one of the following certifications: • NIC, NIC Advanced,or NIC Master, RID CI,CT, IC/TC,CSC,SCC:L or MCSC • NAD Level IV • ACCI Level IV or V • Texas BEI-3 or higher • Medically Qualified (per Section 1557) All Interpreters Unlimited video interpreters have the additional qualifications: • Adhere to professional Code of Conduct—Code of Ethics • Focused on Meeting the Register of the Patient Telephone Interpretation Services Interpreters Unlimited advanced telephone interpretation system is designed to streamline all facets of an incoming interpretation call. It is available 24 hours a day, 7 days a week, 365 days a year. IU's on- demand telephonic interpretation service includes additional features intended to boost the efficiencies between requesting parties and our professional staff. Call Management&Capacity Interpreters Unlimited currently services telephone interpreting calls for over 1,000 customers without any delay in connection or interruption of service. Our current call volume averages nearly one million minutes per month and we are capable of handling an exponential amount of growth in volume. We have a microwave link that will allow us to expand our call volume 1,000% with an estimated up time of 99.99999%. Our telephone system is capable of handling up to 5,000 concurrent calls with immediate expansion available should call volume dictate.This set-up provides the following benefits: • Receive telephone interpretation requests through a toll-free number that is client specific • Ensure that 99%of all calls are answered within ten seconds • Prioritize calls based on our clients' requirements • Quickly assign work based on interpreter skills • Track real-time,over-the-phone interpretation appointments and availability • Bill completed jobs accurately • Provide a variety of reports and job history information • Track client and interpreter-specific information Live dispatchers stand ready to field and facilitate calls from requestors and those individuals in need of language interpretation.Dispatchers,with the assistance of a Voice Recognition Tool,are able to identify the language or dialect of callers and appropriately relay the party to the proper language professional. If the language desired is already known,callers are able to bypass correspondence with operators and can select from a customizable touch tone menu of selected languages. This standard feature assists in the response to sudden or unanticipated surges in call volume or spike in the influx of calls for a single language. In addition, the computer integrated telephone system is wired to perform three-way calls, r� i ,t_r�,rzrta?or f) it 11, t) I 1 transportation sign language 8943 Calliandra Rd,San Diego,CA 92126 / Phone 800.726.9891 / Fax 800.726.9822 Page 11 of 33