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HomeMy WebLinkAboutACCENT ON LANGUAGES, INC.INSURAN- 'LE W RK 60 PROCEED A-2024-148-01 UP4TIL 1N'Q04NCE EXPIRES 021171LS CITY CLERK DATE. pCT 1 4 N24 CONSULTANT AGREEMENT BEWTEEN ACCENT ON LANGUAGES, INC. AND THE CITY OF SANTA ANA FOR TRANSLATION AND 0: INTERPRETATION SERVICES wyA anus t- , HIS AGREEMENT is made and entered into on this I" day of October, 2024, by and between Accent on Languages, Inc., a California corporation ("Consultant"), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("City"). RECITALS A. On February 22, 2024, the City issued Request for Proposal ("RFP") No. 24-022A seeking to retain a consultant having special skill and knowledge in the field of translation and interpretation services for the City's Finance and Management Services Department. B. Consultant submitted a responsive proposal that was selected by the City. Consultant represents that it is able and willing to provide such services described in the Scope of Work that was included in RFP No. 24-022A. C. In undertaking the performance of this Agreement, Consultant represents that it is knowledgeable in its field and that any services performed by Consultant under this Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the parties agree as follows: 1. SCOPE OF SERVICES Consultant shall perform during the term of this Agreement, the tasks and obligations including all labor, materials, tools, equipment, and incidental customary work required to fully and adequately complete the services described in the "Scope of Services," attached hereto and incorporated herein by reference as Exhibit A, and as further described in "Consultant's Proposal," attached hereto and incorporated herein by reference as Exhibit B. COMPENSATION a. City neither warrants nor guarantees any minimum or maximum compensation to Consultant under this Agreement. Consultant shall be paid only for actual services performed under this Agreement at the rates and charges identified in "Consultant's Fee Proposal," attached hereto and incorporated herein by this reference as Exhibit C. Consultant is one of four (4) separate consultants selected to provide services on an on - call basis under RFP 24-022A. The total compensation for services provided by all consultants selected under RFP 24-022A shall not exceed the shared aggregate amount of $1,290,000.00 during the term of this Agreement, including any extension periods, as set forth in Section 3, below. Page 1 of 9 b. Payment by City shall be made within forty-five (45) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. City and Consultant agree that all payments due and owing under this Agreement shall be made through Automated Clearing House (ACH) transfers. Consultant agrees to execute the City's standard ACH Vendor Payment Authorization and provide required documentation. Upon verification of the data provided, the City will be authorized to deposit payments directly into Consultant's account(s) with financial institutions. Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City. 3. TERM This Agreement shall commence on October 1, 2024 and terminate on September 30, 2027, with the option for the City to grant up to two (2), one (1) year extensions, exercisable by a writing by the City Manager and the City Attorney, unless terminated earlier in accordance with Section 15, below. 4. INDEPENDENT CONTRACTOR Consultant shall, during the entire term of Uus Agreement, be construed to be an independent contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to create an employer -employee relationship, a joint venture relationship, or to allow the City to exercise discretion or control over the professional manner in which Consultant performs the services which are the subject matter of this Agreement; however, the services to be provided by Consultant shall be provided in a manner consistent with all applicable standards and regulations governing such services. Consultant shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable withholding taxes. 5. OWNERSHIP OF MATERIALS This Agreement creates a non-exclusive and perpetual license for City to copy, use, modify, reuse, or sublicense any and all copyrights, designs, and other intellectual property embodied in plans, specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any tangible medium of expression, including but not limited to, physical drawings or data magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Consultant under this Agreement ("Documents & Data"). Consultant shall require all subcontractors to agree in writing that City is granted a non-exclusive and perpetual license for any Documents & Data the subcontractor prepares under this Agreement. Consultant represents and warrants that Consultant has the legal right to license any and all Documents & Data. Consultant makes no such representation and warranty in regard to Documents & Data which were provided to Consultant by the City. City shall not be limited in any way in its use of the Documents and Data at any time, provided that any such use not within the purposes intended by this Agreement shall be at City's sole risk. Page 2 of 9 6. INSURANCE Prior to undertaking performance of work under this Agreement, Consultant shall maintain and shall require any subcontractors to obtain and maintain insurance as described below for the entire Term of this Agreement against claims for injuries to persons or damage to property which may arise from or in connection with services, products and materials supplied to City. Total cost of such insurance shall be borne by Consultant. Minimum Scope and Limit of Insurance. • Commercial General Liability (CGL): Insurance Services Office Form CG 00 01covering CGL on an "occurrence" basis, including products and completed operations, property damage, bodily injury and personal & advertising injury with limits no less than $1,000,000 per occurrence and $2,000,000 aggregate. Required policy limits can be met with primary and umbrella/excess insurance policies. • Automobile Liability: Insurance Services Office Form CA 00 01 covering Code 1 (any auto), with limits no less than $1,000,000 combined single limits. In the event Consultant does not maintain commercial automobile liability insurance, City will accept evidence of personal automobile insurance. • Workers' Compensation: as required by the State of California, with Statutory Limits, and Employer's Liability Insurance with limit of no less than $1,000,000 per accident, policy or employee, for bodily injury or disease. Coverage is not required if Consultant has no employees and signs request to waive such insurance. • Professional Liability Insurance: with limits no less than $1,000,000 per occurrence or claim, and $2,000,000 aggregate. • If Consultant maintains broader coverage and/or higher limits than the minimum requirements for each line of coverage shown above, City requires and shall be entitled to the broader coverage and/or the higher limits maintained by Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to City. Other Insurance Provisions. The above required insurance policies are to contain or be endorsed to contain the following provisions: • City, its City Council, its officers, officials, employees, agents, and volunteers are to be covered as additional insureds, under Consultant's CGL, Professional Liability, and Automobile Liability policies, with respect to any liability arising out of work or operations performed by or on behalf of the Instructor including materials, parts, equipment, and personnel furnished in connection with such work or operations. • Consultant's Insurance company(ies) agrees to waive all rights of subrogation against City, its City Council, its officers, officials, employees, agents, and volunteers for losses paid under the terms of any policy which arise from work performed by Consultant under this Agreement. • For any claims related to this contract, Consultant's insurance coverage shall be primary and any insurance maintained by City, its City Council, its officers, officials, employees, agents, or volunteers shall not contribute with it. Page 3 of 9 • A severability of interest provision must apply for all the additional insureds, ensuring that Consultant's insurance shall apply separately to each insured against whom a claim is made or suit is brought, except with respect to the insurer's limits of liability. • Insurance policies required herein shall provide that coverage shall not be canceled, suspended, voided, reduced in coverage or in limits, non -renewed by the carrier, or materially changed except after thirty (30) days prior written notice has been given to City. Ten (10) days prior written notice shall be provided to City for policy cancellation or non -renewal due to non-payment of premium. • Certificate Holder on each Evidence of Insurance certificate shall be: City of Santa Ana, Attention: (Name of Department Staff Responsible for Agreement), 20 Civic Center Plaza M-XX (Responsible Staffs Department Mail Box), Santa Ana, CA 92701. The name and location of project must be included in the Description of Operations section of each certificate. Self -Insured Retentions. Self -insured retentions must be declared to and approved by the City. The City may require the Consultant to purchase coverage with a lower retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention. Acceptability of Insurers. Insurance is to be placed with insurers authorized to conduct business in the State of California with a current A.M. Best rating of no less than A:VII, Unless otherwise acceptable to City. Verification of Coverage. Consultant shall furnish City with original Certificates of Insurance including all required amendatory endorsements (or copies of the applicable policy language effecting coverage required by this clause) and a copy of the Declarations and Endorsement Page of the CGL policy listing all policy endorsements before work begins. However, failure to obtain the required documents prior to the work beginning shall not waive Consultant's obligation to provide them. City reserves the right to require complete, certified copies of all required insurance policies, including endorsements required by these specifications, at any trine. Special Risks or Circumstances. City reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances. 7. INDEMNIFICATION Consultant agrees to defend, and shall indemnify and hold harmless the City, its officers, agents, employees, contractors, special counsel, and representatives from liability: (1) for personal injury, damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including death, and claims for property damage, which may arise from the negligent operations of the Consultant, its subcontractors, agents, employees, or other persons acting on its behalf which relates to the services described in section 1 of this Agreement; and (2) from any claim that personal injury, damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of or effects arising from this Agreement. This indemnity and Page 4 of 9 hold harmless agreement applies to all claims for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising from this Agreement. The Consultant further agrees to indemnify, hold harmless, and pay all costs for the defense of the City, including fees and costs for special counsel to be selected by the City, regarding any action by a third party challenging the validity of this Agreement, or asserting that personal injury, damages, just compensation, restitution, judicial or equitable relief due to personal or property rights arises by reason of the terms of, or effects arising from this Agreement. City may make all reasonable decisions with respect to its representation in any legal proceeding. Notwithstanding the foregoing, to the extent Consultant's services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent required by Civil Code Section 2782.8, to claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the Consultant. 8. INTELLECTUAL PROPERTY INDEMNIFICATION Consultant shall defend and indemnify the City, its officers, agents, representatives, and employees against any and all liability, including costs, for infringement of any United States' letters patent, trademark, or copyright infringement, including costs, contained in the work product or documents provided by Consultant to the City pursuant to this Agreement. 9. RECORDS Consultant shall keep records and invoices in connection with the work to be performed under this Agreement. Consultant shall maintain complete and accurate records with respect to the costs incurred under this Agreement and any services, expenditures, and disbursements charged to the City for a minimum period of three (3) years, or for any longer period required by law, from the date of final payment to Consultant under this Agreement. All such records and invoices shall be clearly identifiable. Consultant shall allow a representative of the City to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Agreement during regular business hours. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to this Agreement for a period of three (3) years from the date of final payment to Consultant under this Agreement. 10. CONFIDENTIALITY If Consultant receives from the City information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, Consultant agrees that it shall not use or disclose such information except in the performance of this Agreement, and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. "Confidential Information" shall include all nonpublic information. Confidential information includes not only written information, but also information transferred orally, visually, electronically, or by other means. Confidential information disclosed to either party by any subsidiary and/or agent of the other party is covered by this Agreement. The foregoing obligations of non-use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the Consultant disclosed in a publicly available source; (c) is in rightful possession of the Consultant Page 5 of 9 without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is independently developed by the Consultant without reference to information disclosed by the City. 11. CONFLICT OF INTEREST CLAUSE Consultant covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Agreement. 12. NON-DISCRIMINATION Consultant shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, gender identity, gender expression, gender, medical conditions, genetic information, or military and veteran status, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, teaching, training, utilization, promotion, termination or other employment related activities or any services provided under this Agreement. Consultant affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations. 13. EXCLUSIVITY AND AMENDMENT This Agreement represents the complete and exclusive statement between the City and Consultant, and supersedes any and all other agreements, oral or written, between the parties. In the event of a conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail. This Agreement may not be modified except by written instrument signed by the City and by an authorized representative of Consultant. The parties agree that any terms or conditions of any purchase order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or obligate Consultant or the City. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting on behalf of any party, which is not embodied herein. 14. ASSIGNMENT Inasmuch as this Agreement is intended to secure the specialized services of Consultant, Consultant may not assign, transfer, delegate, or subcontract any interest herein without the prior written consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior written consent shall be considered null and void. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services which are the subject to this Agreement performed by City personnel or by other contractors retained by City. 15. TERMINATION This Agreement may be terminated by the City upon thirty (30) days written notice of termination. In such event, Consultant shall be entitled to receive and the City shall pay Consultant Page 6 of 9 compensation for all services performed by Consultant prior to receipt of such notice of termination, subject to the following conditions: a. As a condition of such payment, the Executive Director may require Consultant to deliver to the City all work product(s) completed as of such date, and in such case such work product shall be the property of the City unless prohibited by law, and Consultant consents to the City's use thereof for such purposes as the City deems appropriate. b. Payment need not be made for work which fails to meet the standard of performance specified in the Recitals of this Agreement. 16. WAIVER No waiver of breach, failure of any condition, or any right or remedy contained in or granted by the provisions of this Agreement shall be effective unless it is in writing and signed by the party waiving the breach, failure, right or remedy. No waiver of any breach, failure or right, or remedy shall be deemed a waiver of any other breach, failure, right or remedy, whether or not similar, nor shall any waiver constitute a continuing waiver unless the writing so specifies. 17. JURISDICTION - VENUE This Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined and governed by the laws of the State of California. Both parties further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in cormection with or by reason of this Agreement. 18. PROFESSIONAL LICENSES Consultant shall, throughout the term of this Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. Consultant shall notify the City immediately and in writing of its inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Agreement. 19. NOTICE Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall be in wriring and shall be deemed to be properly given if delivered in person or mailed by first class or certified mail, postage prepaid, or sent by fax or other telegraphic communication in the manner provided in this Section, to the following persons: To City: City Clerk City of Santa Ana Page 7 of 9 20 Civic Center Plaza (M-30) P.O. Box 1988 Santa Ana, California 92702-1988 Fax: 714- 647-6956 With courtesy copies to: Executive Director Finance and Management Services City of Santa Ana 20 Civic Center Plaza P.O. Box 1988 Santa Ana, California 92702 To Consultant: Eduardo Puyol-Martinez Director Accent on Languages, Inc. 2718 Telegraph Avenue, Suite 104 Berkeley, California 94705 A party may change its address by giving notice in writing to the other party. Thereafter, any communication shall be addressed and transmitted to the new address. If sent by mail, communication shall be effective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by fax, communication shall be effective or deemed to have been given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays shall be excluded. 20. MISCELLANEOUS PROVISIONS a. Each undersigned represents and warrants that its signature herein below has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify City fully, including reasonable costs and attorney's fees, for any injuries or damages to City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement. [signatures appear on following page] Page 8 of 9 SIGNATURE PAGE FOR CONSULTANT AGREEMENT BEWTEEN ACCENT ON LANGUAGES, INC. AND THE CITY OF SANTA ANA FOR TRANSLATION AND INTERPRETATION SERVICES IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year first above written. ATTEST � r�, � r t� APPROVED AS TO FORM SONIA R. CARVALHO City Attorney B _ onathan T. Martinez Assistant City Attorney RECOMMENDED FOR APPROVAL: l Kathryn Do ns Executive Director Finance and Management Services CITY OF SANTA AN C« Alvaro Nunez City Manager CONSULTANT Accent on Languages, Inc. By: Eduardo Puyol-Martinez Title: Director Page 9 of 9 EXHIBIT A SCOPE OF SERVICES CITY OF SANTA ANA EXHIBIT I SCOPE OF SERVICES Consultant(s) shall perform the services as set forth below. A. General Description Consultant shall be capable of providing competent interpretation and translation services on an as -needed basis as determined by the City. Use of interpreters shall be consistent with all applicable State and local laws. B. Interpretation and Translation Languages Services require interpretation and translation to and from languages listed below (from and to English). However, the City may request services to and from other languages as needed. A quote must be provided for languages not specified herein as needs are determined by City staff on a per -project basis. • American Sign Language (ASL) • Arabic (CA designated) • Armenian (Eastern and Western) (CA designated) • Bengali • Cantonese (CA designated) • Chinese (Simplified and Traditional) • Dan • Farsi • Hindi • Hmong • Indonesian • Japanese (CA designated) • Khmer (CA designated) • Korean (CA designated) • Laotian • Mandarin (CA designated) • Mandarin (Classic) • Mien • Nepali • Polish • Portuguese (CA designated) • Punjabi (CA designated) • Romanian • Russian (CA designated) • Serbian • Spanish (CA designated) • Tagalog (CA designated) • Turkish • Vietnamese (CA designated) RFP 24-022A City of Santa Ana Page 19 of 51 CITY OF SANTA ANA C. Interpretation Services Consultant shall provide live, in -person, telephonic, and virtual (when deemed acceptable by City) simultaneous interpretation for City Council and other public meetings, workshops, interviews, and various types of events from English to additional languages as specified above. The City provides interpretation services at public meetings, when requested, and will engage the Consultant on an as -needed basis, typically with 72-hour advance notice. Shorter advance notice may occur depending on City needs. Some services may be provided telephonically with City's approval. 1. Remote Telephonic Language Interpretation Services Requirements: i. A single, toll -free number to access all services. Conference -calling services and capabilities for interpreted calls iii. The Consultant shall provide all language interpretation services for Languages at the rates as provided within Pricing Proposal. iv. In certain instances, time is of the essence to provide public counter services or other immediate assistance, and the City may reserve an interpreter by telephone forty-five (45) minutes in advance of the actual time it is needed. Consultant shall provide its typical response rate for advance notice. v. Consultant shall not require the City to purchase or obtain specific equipment to access telephonic interpreter services. D. Written Translation Upon direction from the City, Consultant shall translate various types of documents, and either live or pre-recorded audio content in video and audio file formats, from English into requested language or from another language into English. Documents may include reports, forms, posters, brochures and other informative leaflets/notices and websites/selected web pages, marketing materials, legal documents and notices, and other forms of correspondence. Written translation of election materials will also be required. 1. Consultant shall provide services related to translating and formatting documents into "Plain Language English". Services to be performed for any and all projects will be determined as the need arises. 2. Consultant shall deliver translated documents within twenty-four (24) hours of City requests when required. Delivery of translation services shall not exceed five (5) business days. 3. Consultant shall participate in revision processes with some revisions being prepared by Consultant, and some revisions being prepared by City staff. Consultant must deliver completed revisions to the requesting City Project Manager or designee within five (5) business days of a request for revision. The revision process will be deemed completed when the Project Manager or designee is satisfied with the final translation and formatting. Urgent requests will require a quicker turnaround time to be determined by the requesting City Department. 4. All completed formatted forms MUST EXACTLY MATCH the native language version unless otherwise agreed to in writing. RFP 24-022A City of Santa Ana Page 20 of 51 CITY OF SANTA ANA 5. Consultant shall provide their completed translated documents/forms in formats as required by the City. Formats may include at minimum, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, InDesign, PhotoShop, and Adobe PDF. Consultant must be able to convert Microsoft files into PDF format. Completed PDF forms are not the online fellable type. 6. Consultant will receive and transmit drafts and final versions of forms from and to the City in writing, which includes secure email, electronic file attachments to email, via web portal, or if requested by the City, by facsimile, USPS mail, or overnight services to the City's Project Manager or designee. 7. Consultant shall provide sight translation of English documents or other languages during face-to-face events. 8. Consultant shall provide offsite translation services of documents from English or other languages. 9. English word counts will be determined using Microsoft Word's word count feature. 10. No machine -generated translations are allowed. 11. The use of speech recognition software is not authorized. E. Closed Captioning (Optional Service) While closed -captioned services are not mandatory for this Agreement, the City reserves the right to explore and implement these services at its discretion during the contracted term. The City acknowledges that circumstances may arise where the inclusion of closed -captioning becomes necessary to enhance accessibility. The City may at its discretion add these services either upon award or via an Amendment during the term of the Agreement. Therefore, the City encourages all prospective Proposers to submit competitive pricing for future consideration. Consultant will translate audio content, either live or pre-recorded, into display text synchronized with the audio, equivalent text to that of the audio, and access formats as specified herein. 1. Services shall include full scale, real-time verbatim closed -captioning of public meetings and other live and pre-recorded meetings, media, forums, and events. 2. Consultant will sign -in to live caption events at least 10 minutes prior to the scheduled starting time and shall stay on until its conclusion, even if it runs longer than the scheduled time. 3. Consultant will provide remote captioning services by following a video signal that is streamed live online and an audio signal via telephone line(s). 4. Consultant will provide captioning to a real-time streaming web page, and to a live caption area within the event streaming page. 5. Consultant must have the technical compatibility with the City's live streaming software in order for the caption stream URL to be inserted into a player template including Granicus, so that live captioning can be viewed within the live stream player during events and meetings, when accessed from the City's event page. RFP 24-022A City of Santa Ana Page 21 of 51 6. Consultant should be able to provide captioning at the average rate between 225 to 250 words per minute for events and projects. 7. Captions will coincide with their corresponding spoken words and sounds to the greatest extent possible and must be displayed on the screen at a speed that can be read by viewers. 8. Captions shall match the spoken words in the dialogue and convey background noises and other sounds to the fullest extent possible. Consultant may not paraphrase; and must use proper spelling, spacing between words, capitalization, and punctuation. 9. Captions will run from the beginning to end of the program. 10. Although there may be a slight delay in the delivery of captions for live real-time events, the delay in presentation of live captions should be kept to a minimum, consistent with an accurate presentation of what is being said and the overall goal of ensuring that captions enable viewers to follow the event. 11. Consultant must provide a high -degree of accuracy in captioning services; both events and projects. Accuracy rate must be 95 percent or greater. Near -flawless accuracy is of the upmost importance. The quality of information that is provided must be of equal quality to that offered to people without disabilities. 12. Consultant is not authorized to use speech recognition or computer captioning software in fulfilling live, real-time events. 13. Consultant staff providing live, real-time captioning services must hold a current certification from Certified CART Providers or Certified Broadcast Captioners. 14. Consultant will provide, at no additional charge, an unedited captioning transcript which will be ready for download by the City the following business day after conclusion of live real-time events. 15. Consultant will provide edited caption transcripts in an accepted file format. Edited caption transcripts and files must be completed and delivered to the City within five (5) business days of a live real-time captioning and pre-recorded project work. 16. Unedited and edited transcripts will be provided to the City, upon request, up to one (1) year after the date of the event at no additional cost. 17. Unedited and edited caption transcripts must be in the English language. F. Additional Requirements 1. Interpreters shall attend meetings in person located throughout the City when translation services are requested. Vendor must guarantee attendance with less than 24-hour notice. 2. The City may cancel previously scheduled or requested interpreter assignments without fee or penalty with at least a three (3)-hour advance notification. 3. Interpreters shall be available to provide services 24 hours, 365 days per year. Holiday availability is preferred as emergencies may arise. RFP 24-022A City of Santa Ana Page 22 of 51 aCITY OF SANTA ANA i. Non -Emergency Interpretation Services: Consultant shall provide details regarding available coordination options for scheduling of interpretation services with the City. ii. Emergency Interpretation Services: Consultant shall provide their shortest possible response times and list any conditions for response (e.g., within 30 minutes, 1 hour, etc. for certain languages). iii. If requested by City for certain projects, native speaking translators shall be provided. 4. Interpreters must demonstrate proficiency in both English and the other language, as well as accurately communicate specialized terms or concepts as they relate to regional planning and transportation. 5. Consultant shall provide for each translation assignment at least one qualified translator. 6. Consultant shall provide all items listed below to provide services as specified herein: • labor; • personnel, • equipment, materials, tools, and supplies; • postage and/or delivery charges; • transportation; • insurance; and • applicable licenses, permits, and certifications 7. Consultant shall assign a primary contact for all assignments under the City's Contract. Primary contact or designee must be available to respond to communications from City staff Monday through Friday, during regular Business Hours, 7:30 AM to 5:30 PM PST. Additionally, contact information for urgent and after-hours requests must be provided. Holidays and times outside of Business Hours are considered after-hours. 8. Consultant shall provide the list of languages and the time frame which they can guarantee an interpreter will be made available for the work. 9. City has the right to affirm and/or decline the usage of a particular interpreter. 10. Consultant shall provide training, assessment, and ongoing monitoring of interpreters' understanding and compliance with standard interpreter protocols and ethical practices. 11. Consultant shall ensure through training, assessment, and ongoing performance monitoring that interpreters have the ability to anticipate and recognize misunderstandings arising from the differing cultural assumptions and expectations, or regional language differences and dialects, and that interpreters have training to respond to such issues appropriately, including criteria for recusal. 12. Consultant shall ensure that during the interpretation sessions, interpreters only respond in the first person, maintain accuracy at all times, and avoid omission or embellishment of the source message. The accuracy of translation, interpretation, and closed captioning services shall be the sole responsibility of the Consultant; however, the City reserves the right to evaluate and monitor accuracy of services provided. 13. Consultant staff shall maintain and ensure confidentiality of all discussions, documents, and various file formats provided to and received from City Departments and any other non-public RFP 24-022A City of Santa Ana Page 23 of 51 meetings. Additionally, Consultant staff must sign confidentiality agreements when required by individual City Departments. G. Ordering Process 1. Consultant shall establish an individual sub -account for any City Department that elects to place an order directly with the Consultant under the Contract. 2. Consultant must provide quote or proposal as requested by City staff within one business day. 3. Consultant shall receive and transmit drafts and completed work from and to the requesting Department by secure electronic file attachments to e-mail in Microsoft Word and/or Adobe Acrobat "pdf' file formats or as specified in the order. 4. Consultant must maintain an email address with a form of acknowledgement of receipt for ordering, inquiries, and customer service within one (1) business day of receipt of order. Proposer will state the maximum attachment size limit and alternatives for transmitting files that are larger than the maximum allowed. H. Possible Service Locations • City Hall • Santa Ana Police Department • Various Community Center Sites • Various Library locations • Various City Parks • Telephone • Video I. Customer Service Consultant's customer service process will ensure that all customer service issues are addressed in a consistent and expeditious manner, including problem escalation and resolution of service issues. The customer service process includes, but is not limited to: • Customer service organizational structure. • Contact process and contact person identified by position in the company (phone, email, fax, etc.). • Follow up process. • Internal procedures to track customer service contact and resolution. • Escalation process to resolve outstanding customer service issues. Consultant's personnel shall be courteous and maintain good working relationships with all stakeholders, state or outside agencies, members of the public, other team members and staff within the City. RFP 24-022A City of Santa Ana Page 24 of 51 aCITY OF SANTA ANA J. Reports 1. Quarterly Reports Consultant shall provide to each of the City's using Departments quarterly reports that include a summary of the services ordered and the following information: • Ordering City staff member; • Service date; • Services provided (i.e., translation, interpretation, ASL, etc.); • Language; and • Total number of hours ordered during the quarter reported per language. Quarterly reports must be provided no later than thirty (30) business days after the end of each quarter and will include purchases that have been paid, as well as services currently being worked on. 2. Annual Reports Consultant shall provide to Purchasing contact an annual report of contract usage, including the following individual order information listing per month: • Department; • Ordering City staff member; • Service date; • Services provided (i.e., translation, interpretation, ASL, etc.); • Language; and • Number of hours. Annual reports must be provided no later than by January 30t^ of every year for the previous year calendar and will include purchases that have been completed. RFP 24-022A City of Santa Ana Page 25 of 51 EXHIBIT B CONSULTANT'S PROPOSAL ACCENT ON LANGUAGES Response to Request for Proposals No. 24-022A "Translation and Interpretation Services" City of Santa Ana Volumes I, II and III - SOQ, Cost, and Attachments Submitted by: Accent on Languages, Inc. Questions? Please contact info@accentonlanguages.com 510-644-9470 3/21/2023 Accent on Languages Response 24-022A Volume I - SOQ A ACCENT ON �\ LANGUAGES TABLE OF CONTENTS Volume I - Statement of Qualifications (SOQ) a. Cover Letter...................................................................................................................................... 3 b. Services Provided.............................................................................................................................S In -person and Video Interpretation Services................................................................................... 6 Video Remote Interpreting.............................................................................................................. 7 Professional Audio Equipment for Events and Conferences............................................................ 8 Telephonic Interpretation for On -Demand Communication............................................................8 Averageresponse time.................................................................................................................... 8 TranslationServices......................................................................................................................... 9 Responsibilities of the Translation Team........................................................................................10 Translation Glossary and Style -Guide Management......................................................................10 c. Agreement Statement..................................................................................................................... 11 d. Firm and Team Experience.............................................................................................................. 11 Description of the Firm, Address and Account Manager...............................................................11 Key Program Manager Resume: Caroline Lee, CEO, and owner of Accent .................................... 13 Certifications..................................................................................................................................16 Linguist Recruitment Checklist (must-haves).................................................................................18 CEO's approval of the linguist and the translation and general involvement ................................ 18 SubcontractorPlan.........................................................................................................................18 e. Proposed Work Plan........................................................................................................................19 How to order services and response times....................................................................................19 Real-time Turnaround....................................................................................................................21 Minimum requirements for linguists............................................................................................. 21 ImplementationPlan..................................................................................................................... 23 f. References - Attachment B...............................................................................................................26 Cost Proposal (Volume II) and Certifications (Attachments) (Volume lll) are enclosed in the next pages. Table of Contents Volume II - Cost Proposal. ....... .................. Table of Contents Volume Ill - Certifications (Attachments) Accent on Languages Response 24-022A 2 Volume I - Soo ACCENT ON LANGUAGES a. Cover Letter ATTN: Abigail Alcala, Assistant City Clerk City of Santa Ana — Clerk of the Council 20 Civic Center Plaza Santa Ana, CA 92701 Accent on Languages, Inc. (Accent) is privileged to showcase our linguistic services to the City of Santa Ana (the City). As a certified Small Business (SB), Woman -Owned Business Enterprise (WBE), Minority Business Enterprise (MBE), and Small & Emerging Business (SLEB), Accent is dedicated to achieving the highest standards of excellence. Our credentials include GSA certification, corporate membership in the American Translators Association (ATA), and approval as a vendor by the County of Alameda and the City and County of San Francisco. Mission Accent on Languages' mission is to provide unparalleled foreign language and cultural services to government entities and the public. Our focus on achieving the highest quality in translations, coupled with personalized customer service, has defined our three decades of experience. We offer comprehensive translation, localization, transcription, and in -person and over -the -phone interpretation (OPI) services, including American Sign Language, to federal and state organizations, private businesses, and communities. Government Experience Since 1997, Accent has been a trusted provider of linguistic support to U.S. federal government agencies. We have held a GSA award since 2003 and secured a legacy successor GSA schedule award in March 2023. Additionally, Accent has been a CMAS contractor with the State of California since 2009, serving various federal and local entities such as the Department of Agriculture, FBI, Department of Justice, Alameda County Public Health Department, and others. Success at the 2023 APEC Conference with FEMA In August 2023, Accent showcased its prowess at the FEMA Asian -Pacific Emergency Council (APEC) conference in Seattle. Our team of twelve highly skilled interpreters, proficient in seven languages, played a crucial role in ensuring smooth communication throughout various conference activities, including bilateral meetings, plenary sessions, and special events. Our adaptable approach and dedication to delivering top-notch service within budget constraints were instrumental in the conference's overall success. Our expertise extended beyond language interpretation, encompassing support for interagency coordination and assistance to other U.S. agencies involved in the event. We collaborated with hotel staff, audio equipment technicians, and more, showcasing our ability to navigate complex requirements while maintaining cost-effectiveness. This project exemplifies how our experience and proficiency contribute to exceptional service delivery in adherence to stringent standards and budgetary considerations. Accent on Languages Response 24022A 3 Volume I - Soo ACCENT ON LANGUAGES Leadina Over -the -Phone and Video Conferencing Interpreter Services Accent stands as a reliable provider of Over -the -Phone and Video Conferencing Interpreter Services, dedicated to supporting the Department of Homeland Security (DHS) United States Citizenship & Immigration Services (USCIS) Refugee, Asylum, and International Operations (RAID) Directorate. Our telephonic on -demand services operate 24/7, catering to twelve DHS field offices in need of linguistic support for Safe Third Country Screening Interviews across 40+ languages, including Arabic, Burmese, Farsi, French, Georgian, Creole, Hindi, Italian, Mam, Mandarin, Pashto, Portuguese, Punjabi, Russian, Spanish, Urdu, Vietnamese, and more. Since May 2023, Accent has handled approximately 4,500+ calls, accumulating over 700,000 minutes of telephonic interpretation. With a monthly average of 100,000 minutes, we have emerged as the top vendor for various USCIS Field Offices. This success has empowered our interpreters to conduct longer phone calls with multiple interviews, delivering an enhanced service experience to individuals and earning praise from asylum officers. The majority of our interpreters excel in managing extensive calls, with durations ranging from 2 to 9 hours, showcasing their commitment to providing exceptional service, as evidenced by our longest call lasting over 9 hours. Security Clearance and Capacity With a team of 300+ linguists possessing current public trust security clearance and an additional pipeline of 400+ linguists in the process, Accent stands ready to meet clients' linguistic needs. We are well -versed in clearance processes and requirements and actively process new clearances for ongoing contracts. Our security clearance officers and project managers ensure seamless collaboration across the West and East coasts. Comprehensive Services Accent's extensive experience extends to standard translation services, website localization, voice-over services, subtitling, captioning, section 508 and ADA compliance remediation, American Sign Language, Braille, transcription, and translation services for court purposes. In conclusion, Accent on Languages is your dedicated partner for comprehensive linguistic services, and we look forward to the opportunity to contribute to the success of the City's initiatives. Sincerely, CArdia.e be 3 19 2024 Caroline Lee, CEO and owner, Accent on Languages, Inc. Date Accent on Languages Response 24-022A 4 volume I -SOQ ACCENT ON LANGUAGES L .. • 1 • ., • Accent on Languages Inc. o POC: Caroline Lee, CEO and owner 0 2718 Telegraph Avenue Suite 104, Berkeley CA 94705 0 510-644-9470 o info@accentonlanguages.com • GSA Contract Number: 47QRAA23DO058 • CMAS Contract Number: 4-23-07-1004 • SAM Unique Entity Identifier (UEI): M3W2EQK9LHC1 • Socio-economic status: o Certified Small Business in California (SB 28175) o Certified Woman -owned Business Enterprise (WBE) and Minority Business Enterprise (MBE) (both certified in California under the CUCP program) o Disadvantaged Business Enterprise (DBE) application (CUCP program) o Small Business Administration Section 8(a) certification application in process b. Services Provided Accent on Languages (Accent) offers a wealth of expertise in various language services, including standard interpretation (both on -site and remote, encompassing simultaneous and consecutive modes), translation services, website localization, voice-over services, subtitling, captioning, Section 508 and ADA compliance remediation. Additionally, we provide specialized services such as American Sign Language interpretation, Braille transcription, and certified translation and interpretation services for diverse contexts including court proceedings, medical consultations, administrative hearings, and more. • Written Translation of Documents: Our expertise extends to translating and formatting various documents, including letters, forms, and communication materials. We also offer graphic design template formatting using tools such as the Adobe CC Suite, ensuring professional and visually appealing layouts. • In -Person On -Site Interpretation Services: We provide in -person interpretation services, including American Sign Language interpretation, to support the City's activities, client visits, and other events. Our interpreters are well -versed in HIPAA and confidentiality requirements and can promptly provide certified interpreters for legal and medical interpretation upon request. • Scheduled Video Remote Interpretation (VRI) Services: Our scheduled VRI services for American Sign Language and verbal languages offer flexibility and convenience for the City's interpretation needs. • On -Demand Telephonic and Virtual Interpretation Services: Our 24/7 telephonic interpretation services ensure rapid access to qualified interpreters, with an average response time of under 2 minutes. We will provide detailed instructions on technological setup and offer ongoing assistance to the City's staff members to ensure seamless utilization of the platform. Accent on Languages Response 24-022A 5 Volume I - SOQ A ACCENT ON LANGUAGES In -person and Video Interpretation Services Our interpreting process is designed for efficiency and precision. Here is a depiction of our seamless workflow: Interpreting Process Request Confirm Interpreter Interpreting Feedback Report Gathering information about the request: The process is initiated by collecting all necessary details for the assignment. The Project Manager takes note of the interpreting requirements, including: • Nature of the meeting and subject matter • Setting and format of the meeting/appointment • Special cultural or gender requirements • Dates and schedule • Language or dialect combination (from and into) • Availability of documents and texts to support interpreters • Type of service: face to face, telephonic, video • Mode of interpreting: simultaneous or consecutive Confirming the interpreter: • The PM acknowledges receipt of information promptly and confirms details with the client/requestor. • The Accent PM identifies and assigns a qualified interpreter or team of interpreters tailored to the specific job requirements. • Once all the interpreters have been assigned, the PM sends a confirmation to the City's point of contact, detailing all the agreed requirements. For on -site interpreting, special attention is placed on noting issues in advance regarding accessibility and transportation, such as entrance access and location, security or health checkpoints, traffic, public transportation options, or parking availability. Accent on Languages Response 24-022A 6 Volume I - SOQ ACCENT ON LANGUAGES Interpreting Service: • The PM ensures close collaboration between the client and the interpreter. • The PM also ensures alignment on the job specifics, terminology, preparation, and equipment needs. o The Project Manager provides a brief to the interpreter(s) with all the specifics of the assignment. o The interpreters will arrive at the venue at least 15 minutes in advance (or log in to the phone call/video call). During the actual interpreting service, Mines will be able to contact the Project Manager directly regarding any questions. Mines will dismiss the interpreters upon completion of the service. Feedback Integration and Flexible Reporting: • Encourage open feedback loops throughout the process. • Proactively address concerns and optimize performance based on insights. • The PM will provide comprehensive reports periodically or on an ad -hoc basis to meet all client needs. Video Remote Interoretin Accent offers several video remote solutions to the City. The workflow is similar to the face-to-face interpretation. We also uphold the same high standards when it comes to our interpreter and interpretation quality, professionalism, and technicality. For scheduled appointments, Accent offers three (3) solutions to schedule and host video remote interpreting services: Zoom, Microsoft Teams, and Accent's own proprietary video platform (powered by Interpreter Intelligence). If staff members at the City prefer to work with certain face-to-face, on -site interpreters, several of these scheduled video methods allow the same trusted on -site interpreters to use video remote services seamlessly. In addition, Accent on Languages offers Zoom services to host conference -style events for over 200 participants, including simultaneous interpretation channels embedded in the Zoom application, with multiple language channels available to the audience. Take note multiple simultaneous interpretation channels are available only with professional -level Zoom accounts, and this feature might not be available with the Zoom tiers used by the City. Accent can also organize interpretation services using other popular cloud -based communication platforms such as Google Meet, Cisco-Webex, etc. Accent does not provide hardware (computers or devices) to access these platforms, but our project managers can assist staff and customers in the use of these platforms. Accent offers a proprietary scheduled video interpreting platform powered by Interpreter Intelligence TM. This platform can help the City meet HIPAA requirements. To prepare properly for this new service, an implementation plan has been designed to cover the necessary onboarding of the City's personnel. Accent on Languages Response 24-022A 7 Volume I - SOQ ACCENT ON LANGUAGES Specific instructions about how to use the scheduled VRI platforms, minimum requirements, equipment needed, etc. will be provided in advance to all participants before every meeting, including links to manuals, guides, and demo videos. The Accent — Interpreter Intelligence'" scheduled platform does not require the installation of third -party applications, only the use of a typical Internet browser is requested (such as Firefox, Chrome, etc.), and the use of a device with camera and microphone capabilities. Our system is compatible with: Mac & PC desktops, iPhones, Android smartphones, and tablets. Professional Audio Eauipment for Events and Conferences Accent also offers professional audio equipment for interpreting services. We can serve small meetings or large audiences, and our equipment is compatible with any Audio/Video system. Please consult with the Account Manager if these services are ever needed by the City. If audio equipment is requested for a conference event, the following additional requirements also apply: • Type of room (conference room, meeting room, auditorium, etc.) • Type of Public Announcement / Audio Visual systems available on location • Interpreters' booth requirements (availability on location, full booth or table -top, etc.) Telephonic Interpretation for On -Demand Communication Accent, together with Accent on Languages, offers on -demand telephonic interpretation services 24/7/365, proficiently covering a spectrum of 40+ languages, including but not limited to Arabic, Burmese, Cantonese/Yue, Creole, Farsi, French, Georgian, Hindi, Italian, Korean, South Korean, Mam, Mandarin, Pashto, Portuguese, Punjabi, Russian, Spanish, Urdu, Vietnamese, and many more. With a robust team of 400+ linguists and an additional pipeline of 500+ linguists in the process of onboarding, Accent stands ready to meet the linguistic needs of our valued clients. • Ad -hoc Calls: Accent provides a 1-800 number that is used to access an interpreter in the desired language 24/7, on -demand. The average ring for each call is 4 to 30 seconds. • On -Demand Scheduled Calls: Accent provides for a scheduled call service. This means that the City may schedule an audio or video call for either the same day or a future date. Scheduled calls are recommended for special circumstances, including, but not limited to, calls expected to last for more than 1 hour in duration, calls involving languages of lesser diffusion, and calls requesting interpreter preference (i.e. specific interpreter, gender, etc.). Average response time User calls will be picked up within 5 seconds and callers will have the option of either selecting a language and being connected to an interpreter directly or connecting with a Customer Service Assistant. Connection to a live assistant will happen within the 10-second timeframe. Accent on Languages Response 24-022A g Volume I - SOQ ACCENT ON LANGUAGES The call platform allows us to maintain accurate records of all call connection times. Any instances where interpretation did not begin within forty-five (45) seconds or where no interpreter is available will be identified. On a monthly basis, these calls will be itemized and deducted from the monthly invoice total with the amount deducted reflected on the invoice. If an agency staff member is presented with a situation where the caller cannot be directed to the cards or is unable to read and respond to them, the staff person can always choose to connect directly to a Customer Service Assistant. The Assistants take the following steps to identify a caller's language: • The assistant will attempt to identify a commonly understood language (e.g. Spanish, French, Arabic) using standardized prompts. • If a common language can be identified, they will use standardized prompts to determine the place of origin including the hometown. • From this information, assistants can identify the most likely languages spoken and prompt the caller to respond in the affirmative when the language is identified. Translation Services At Accent, translation is a progression of steps culminating in a product that is complete, technically accurate, free of grammatical errors, and reflective of standard, idiomatic usage of the target language, while preserving the intent and emphasis of the original text. To accomplish this objective, Accent applies a thorough procedure to all written translation services. The following graphic summarizes Accent's translation process workflow that will be applied to the translation of any materials provided to us by the City, in compliance with all the City's requirements specified in the Scope of Work. STANDARD TRANSLATION PROJECT WORKFLOW 2 • Client sends arequest for PMa establish ,elect scope and •---------- • Translation service end/or estimate '--------'_"' requlremenis. timeline, � • Editing • PM analysis of the scope i glertmies style taken, � OTPS Section 608/AOA . PM provides Quote to client applicable tools/formats • Once we proceed to • PMc define and assemble teams • CIA & LOA 2proved. PM1aseY- Project Kickoff Is. ----- i a/Iilpu6tsend OTPer •Proofreaailing delivery • Final review of target files • 5081AOA report if rep0eable • Implement additional sadness If pet¢$adry • Belver the files based on client requirements i • C1IIm mayprovitle Iv.db cF on our Immluion lure ew All thetge, are Implemented law • Allcanes. ate lad TB nl¢d • R.-mooupdate urle adTB Improve wpmingusalla¢Illes j Im.clflc Ng..d.rertormanu b.....dinq bptlbacF and o- apeellle lnsttuellens 1pr loran eequeste Accent on Languages Response 24-022A Volume I - SOQ 0 ACCENT ON LANGUAGES Responsibilities of the Translation Ti The translator's primary responsibility is to translate a text from one language to another. They need to have excellent language skills in both the source and target languages, a deep understanding of the subject matter, and cultural sensitivity to convey the intended meaning of the original text in the target language. They must ensure that the translation is accurate, clear, and culturally appropriate. Translators are responsible for translating the text accurately and appropriately, editors review and improve the translation, and proofreaders ensure that the definitive version is error -free. All three roles are crucial in the translation process and require different skills and expertise to ensure the best possible outcome. An editor's responsibility is to review and improve the translation before it is finalized. Editors check for grammatical errors, clarity, consistency, and flow. They may also ensure that the translation adheres to the client's style guide, maintain consistency with previous translations, and verify the accuracy of any technical or specialized terms used in the text. A proofreader's responsibility is to review the translation once it has been edited to ensure that it is free of errors. They check for spelling mistakes, typos, punctuation errors, and formatting issues. Proofreaders do not make any significant changes to the text but may make suggestions to improve clarity and consistency. All the linguists working as a team also have the following shared responsibilities: Accuracy; Clarity; Cultural sensitivity; Timeliness; Confidentiality; Professionalism; Responsiveness; Ability to follow instructions and special requirements carefully; Use computer -assisted tools effectively; Take feedback well; Update the translation in a timely manner based on the client's feedback even after submission. Translation Glossary and Style -Guide Management The efforts of managing and updating the glossary are always aimed at maintaining consistency throughout all documents and all languages. The management of the glossary is an extremely crucial step that all linguists involved in the QA process will focus on for the whole duration of the contract. After a translation is successfully translated and approved/accepted by the City, the PM compiles the "approved -and -verified" translation, updates the data dictionary with any new terminology, or changes to the existing terms, as applicable. The glossary will be a property of the City, and can be consulted, modified, and accessed by the City at will; the glossary will be available in electronic format, and hard copies can also be provided upon advance notice request. Examples of items that may be included in the glossary are: Professional titles; Organization/Entity/Agency names; Laws and legal terms; References; Products/services; and technical terminologies. Accent will comply with submittal/formatting specifications stated on the Scope of Work. Accent on Languages Response 24-022A 10 Volume I - Soo ACCENT ON LANGUAGES c. Agreement Statement Accent on Languages concurs with all provisions as contained in Exhibit II —Sample Agreement of this RFP and does not have any exceptions nor concerns. d. Firm and Team Experience Descriotion of the Firm, Address and Account Manager Accent has a rich history of successfully managing a diverse array of translation and interpretation projects, ranging from small-scale assignments to highly specialized endeavors. Ms. Caroline Lee will be the designated Account Manager under this contract and will oversee quality control and ethics. In addition to the Account Manager, our dedicated team of Project Managers (PMs) will be assigned to serve the City. Orders for services can be placed by telephone, email, or fax. Accent's headquarters office is located at 2718 Telegraph Avenue, Suite 104, Berkeley CA 94705. The leadership team at Accent has a multicultural composition with a profound respect for the nuanced meanings within various cultures and their respective heritages. Beyond English, our team members are proficient in Spanish and Chinese. The following table shows the key management personnel assigned to this project: Key Personnel Role and experience Ms. Caroline Lee, CEO and owner of Accent on Languages. Translation CEO and owner / Chinese linguist and Localization Executive with 15+ years of caroline@occentonianguages.com localization leadership; strong understanding of 510-644-9470x 1001 localization and globalization best practices, • Middlebury Institute of International Studies, technology and tools, processes, and linguist master's degree in Conference Interpreting management in various verticals. She has a vision of • 15+years of project management and helping people serve the greater good through leadership experience in the language industry creating a diversified culture and establishing better 15+years of experience as a Chinese linguist communication in both language and culture. (translator and interpreter) Supervised over 20-million-dollar projects from ideation to launch with 99.8% accuracy and on -time delivery. Worked closely with Fortune 500 global executives on business strategies, creative solutions, and financial predictions to adapt to market conditions while increasing profitability. Accent on Languages Response 24-022A 11 Volume I - SOQ ACCENT ON LANGUAGES Mr. Kai Sun, Project Manager/ Chinese linguist kai@accentontanguages.com 510-644-9470 x 1003 • Interpreters' Project Manager, conducts vetting of interpreters. Oversees the quality control process and is the liaison with interpretation clients. • Middlebury Institute of International Studies, master's degree in Translation and Localization Ms. Virginia Bertorello, Project Manager / Spanish linguist virginia@accentonianguages.com 510-644-9470 x 1008 • Certified English/Spanish Translator (Universidad Nacional de Cordoba - Argentina) • Translation, proofreading, quality control of Mr. Baoze Zhang Project Manager / Chinese linguist baoze@accentonlonguages.com 510-644-9470 x 1007 • Beijing Foreign Studies University Bachelor's degree in Translation and Interpretation • Middlebury Institute of International Studies, master's degree in Translation and Localization Management Mr. Nestor Guzman Project Manager / Spanish linguist nestor@accentonianguages.com 510-644-94 70 x 1002 • AA in Liberal Arts • Experience assisting in translation projects, performing Spanish written translations. Ms. Hanna Jacobson Project Manager hanna@accentonianguages.com 510-644-9470x1010 Interpreters' coordinator, conducts vetting of interpreters, including processing of security clearances and linguist certifications. She oversees the quality control process and is the liaison with interpretation clients. Program Assistant / Project Manager for Interpreting Services (including remote video and audio equipment). 6 years of experience in the language industry. Provided on -site interpreting project management to APEC, Trust for Public Land, City College of San Francisco, and Napa County Office of Education. Managed to schedule interpreting services for rarely seen languages, like Swahili, Rufumbira, and Ibibio for state/federal departments. Program Assistant / Project Manager for Interpreting Services (including remote video). Virginia has 13 years of experience in the language industry as a translation and interpretation coordinator for many different verticals including government, community services, medical, life science, healthcare, etc. Translation Production Manager. Baoze is a native Mandarin speaker and Chinese — English linguist. With four years of experience in the language industry, Baoze has successfully managed thousands of projects, coordinating, and overseeing all aspects of the translation process, from project initiation to final delivery. He is responsible for understanding client requirements, developing project timelines, allocating resources, monitoring processes to ensure that the translated material aligns with client expectations and goals. Project Manager for written translation services. Spanish linguist. Five years of experience in the language industry. Nestor is a seasoned project manager handling many of Alameda County's translation projects from start to finish currently. Program Assistant / Project Manager for Interpreting Services (including remote video and over the phone interpretation services) Five years of experience in the language industry as an interpreter coordinator for local, state, federal governments, a linguist clearance security officer, and a language educator. Accent on Languages Response 24-022A Volume I - SOQ I ACCENT ON LANGUAGES Key Program Monaaer Resume: Caroline Lee CEO and owner of Accent EDUCATION Master of Translation and Localization Management Bachelor of English Monterey Institute of International Studies, 2007-2009 English / Mandarin / Taiwanese Wenzao Ursuline University of Languages, 2005-2007 EXPERIENCE CEO, Accent on Languages, 2021-Present • Establish the vision and implement strategic operations for the organization. • Create a safe and diversified environment for employees to grow and thrive; establish a culture of collaboration and integration that continuously enhances client experiences. • Develop procedures to maximize operational efficiencies to provide the highest quality, fastest delivery, and most reasonable budget for all of our clients. • Supervise daily operations and provide support for daily operations at all internal levels. • Collaborate with the team to prepare and present responses to government proposals, RFPs and RFIs. • Provide key operational decisions, financial predictions, and performance analysis. • Continue leadership and stewardship in the community to help serve the greater good. ISI Language Solutions; BIG Language Solutions, 2011-2021; VP of Operations (2021); Director of Production (2016-2021); Production Manager (2014-2016); Project Manager (2011-2013) • Identified, tested, and onboarded AI -based machine translation and CIA systems. • Managed development of linguist contractor coordination and ranking platform and onboarded CMS tools to optimize efficiency. • Collaborated with stakeholders and cross -functional teams to plan and implement localization project roadmap. Led teams from ideation through successful execution. • Championed initiatives to increase operational adaptability, efficiency, and agility. • Created data -centered reports and presentations for executives regarding performance, strategy, and outlook. • Partnered with sales, marketing, engineering, and accounting teams to define, prioritize, and create growth opportunities. • Successfully hired, retained, and trained top talent to expand from 15 specialized in-house positions to 50+cross-trained global team members in two years. • Developed quantifiable metrics and KPIs to actively manage performance of operation and sales teams. • Drafted and negotiated responses to RFP's, SOW's, and NDA's. • Supervised and streamlined recruitment, training, and ongoing evaluation of vendors. International Brand Manager, BijouMontre SWISS SA, 2010-2011 • Built international brand equity and encouraged sales development by organizing marketing events in the US, Switzerland, China, Japan, Hong Kong, and Taiwan. • Created localized product descriptions for advertising in English and Chinese. • Advised key stakeholders regarding new products. • Trained distributors and salespeople how to communicate design features to consumers in China, Japan, Hong Kong, and Taiwan. Accent on Languages Response 24-022A 13 Volume I - SOQ ACCENT ON LANGUAGES For over 26 years, Accent on Languages has been providing high quality translation, interpretation, transcription, and multilingual desktop publishing services to major corporations, local businesses, and State and federal agencies. Accent combines the effectiveness and resource capability to handle large projects, while maintaining a small business feel, assisting and helping our clients with every need, and maintaining a constant channel of communication with the City. The next table summarizes a list of relevant past performance contracts that Accent on Languages is currently managing or successfully managed in the past few years. Contracting agency Type of contracted services provided Contract term & Performance budget outcomes Alameda County (all Over the phone interpreting available 24/7 on 2017 - 2023 All work departments) demand for Spanish, Chinese, Vietnamese, and $1,1M delivered on other languages, including American Sign time, with no Language services. deviations from the budget. California Over the phone and video remote (for ASL) 2023-2024 All work Department of interpreting with linguists cleared by Department $35,000 delivered on Motor Vehicles of Justice Live Scan certification. Languages time, with no (DMV) offered: American Sign Language (ASL), Arabic, deviations from Mandarin, Armenian Eastern, Portuguese, the budget. Armenian Western, Russian, Cantonese, Spanish, Japanese, Tagalog, Korean, Vietnamese, Afghani, Indonesian, Albanian, Ingush, Amharic, Italian, Assyrian, Laotian, Bengali, Lebanese, Bulgarian, Lithuanian, Burmese, Macedonian, Cambodian, Malayalam, Chaldean, Mien, Chinese, Nepali, Chiu-Chow, Pashto, Croatian, Persian, Dan, Polish, Dutch, Punjabi, Eritrean, Romanian, Ethiopian, Samoan, Farsi, Serbian, French, Somali, German, Taiwanese, Greek, Tibetan, Gujarati, Thai, Hebrew, Tigrinya, Hindi, Tongan, Hmong, Turkish, Hungarian, Ukrainian, Ilocano, Urdu. California Air Simultaneous interpreting services, audio 2010 - 2021 All work Resources Board equipment rental services, glossary $506,000 delivered on management, written translation services: time, with no Spanish, Punjabi, Chinese (Traditional), Chinese deviations from (Simplified), Korean, Vietnamese. the budget. San Diego County Serving all departments in the County. Written 2012-present All work translation services, glossary management, $210,000 delivered on formatting services in Arabic, Chinese, Spanish, time, with no Tagalog, Vietnamese, Dari, Farsi, Somali, Hindi, deviations from Korean, Japanese, etc. the budget. Accent on Languages Response 24-022A 14 Volume I - SOQ ACCENT ON LANGUAGES Contracting agency Type of contracted services provided Contract term & Performance budget outcomes US Citizenship and Over -the -Phone and Video Conferencing 2023 - present All work Immigration Service Interpreter Services in support of the and two delivered on (USCIS) Department of Homeland Security (DHS) United additional time, with no States Citizenship & Immigration Services (USCIS) optional years deviations from Refugee, Asylum, and International Operations $799,000 per the budget. (RAIO) Directorate. Accent provides on demand year service 24/7 to 12 field offices of DHS, covering 40+ languages including languages such as Arabic, Dari, Farsi, French, Creole, Hindi, Mandarin, Pashto, Portuguese, Punjabi, Russian, Somali, Spanish, Quiche, Ukrainian, Urdu and indigenous languages (Mam, Ixil, Pulaar). Accent has a team of about 200+ linguists with a current public trust security clearance, and a pipeline of about 400+ linguists in process of obtaining it. FEMA, APEC On -site simultaneous, consecutive, escort and August 2023 Travel, lodging, Conference 2023 whispering interpretation and project APEC conference audio management to support the Asian -Pacific in Seattle, WA equipment and Emergency Council (APEC) conference, held in $88,000 (without other Seattle, Washington. Delegations from travel and coordination economies members of APEC attended the lodging) services to conference, mostly centered around disaster support FEMA. emergency response topics. Interpretation was All work provided in different modes (consecutive, delivered on simultaneous, whispered) during bilateral time, with no meetings, plenary sessions, working groups, deviations from receptions, and site visits. A team of 12 the budget. interpreters covering 7 target languages (Spanish, Mandarin, Malay, Indonesian, Vietnamese, Thai, and Korean), catering to diverse delegations across the APEC economies. Provide English phonetic pronunciation of delegates' names and voices recorded by native interpreters. Take into consideration geopolitical issues, like using "Chinese Taipei" instead of "Taiwan", "the Republic of Korea" instead of "Korea", and "PRC" instead of "China". Match conference flow with the right interpreting type during the event. We also contributed to the interagency coordination by helping other US agencies involved in the event, and hotel staff, audio equipment technicians, etc. Metlang (prime of Analytic linguist services for Metlang for DEA Current contract All work DEA contract) cases and projects in Regions 1, 2, 3 and 4 (all 2021-2025 delivered on United States). Take note linguists per region are time, with no capped by Metlang. Accent coordinates recruited deviations from linguists, coordinated the clearance process and the budget. managed the services provided (Region 1: 11 linguists, Region 2: 7 linguists, Region 3: 4 linguists, Region 4: 16 linguists) Accent on Languages Response 24-022A 15 Volume I - SOQ A ACCENT ON �\ LANGUAGES Certifications Our linguists at Accent hold a variety of certifications that demonstrate their expertise and proficiency in their respective fields. These certifications include, but are not limited to: Certification Commission for Healthcare Interpreters (CCHI) This certification validates our interpreters' competence in providing language support in healthcare settings. It ensures that our linguists possess the necessary skills to facilitate effective communication between healthcare professionals and patients, promoting patient safety and quality care. The National Board of Certification for Medical Interpreters (NBCMI) Similar to CCHI, NBCMI certification indicates that our medical interpreters meet rigorous standards of competence and professionalism in medical interpretation. It signifies their ability to accurately convey medical information and ensure clear communication between healthcare providers and limited -English -proficient individuals. Court Certification of the State of California This certification attests to the qualifications of our interpreters to work in legal settings within the state of California. It demonstrates their proficiency in legal terminology, procedures, and ethics, enabling them to provide accurate and impartial interpretation services in court proceedings and legal proceedings. ATA Certification ATA (American Translators Association) certification is a widely recognized credential in the translation industry. It signifies that our translators have demonstrated a high level of proficiency and expertise in translating written materials from one language to another. ATA certification ensures quality and accuracy in translations, adhering to professional standards and best practices. Accent on Languages is a corporate member of the ATA. Please see Accent's ATA card below: c4Z4, American Translators Association The Voice of Interpreters and Translators Accent on Languages, Inc. ATA Member Number 234483 is a Corporate Member in good standing for the year This Certifies that 211 N. 0non Street Sure 100, Nexonnie VA 22314 wwn.uhNWt.org I Tel *m i1-703d836100 1 Fox a 1703-778-7222 Accent on Languages Response 24-022A 16 Volume I - SOQ A ACCENT ON 4\ LANGUAGES American Lanauaae Testing Association (ALTA) The American Language Testing Association (ALTA) offers comprehensive assessments to evaluate linguistic proficiency across diverse domains. ALTA tests provide a rigorous validation of language skills for interpreters and translators, ensuring they possess the expertise needed to meet the complex communication needs of various industries. With ALTA certification, linguists demonstrate their commitment to excellence and professionalism, guaranteeing accurate and reliable language services for clients worldwide. Registry of Interpreters for the Deaf (RID) This certification is specifically for sign language interpreters, indicating their competence in facilitating communication between deaf or hard -of -hearing individuals and others. RID certification ensures that our sign language interpreters possess the necessary skills to accurately convey information and promote effective communication in various settings. Each of these certifications is awarded by reputable organizations that set rigorous standards for competence and professionalism in interpretation and translation. By holding these certifications, our linguists demonstrate their commitment to excellence and their ability to meet the diverse needs of our clients with accuracy, reliability, and professionalism. Vetting and onboardina of linguists The first step in the hiring process is to carefully review the resume of the translator or interpreter, and check the credentials, professional references, and recommendations. It is important to note that some languages do not have standard translation or interpreting certification programs in place, and proper professional experience needs to be verified in those cases including proficiency testing whenever it is appropriate. The following items are verified by the Project Managers and supervised by the Account Manager: • Confirm certifications. • Confirm educational degree. • Check relevant work experience. • Check for references/reviews to understand the context of their past work and reputation. • Check which linguistic technological tools the translator uses or is familiar with. • Provide a sample translation. The second step consists of a series of interviews; a telephone interview followed by an in-person/face-to-face interview with the Project Manager. If the candidate is deemed a suitable linguist, the Account Manager (Ms. Caroline Lee) conducts another face-to-face interview. Depending on each case, Accent may opt to send a proprietary interpretation and translation assessment to ensure that the linguist is capable of performing the required language services as an additional vetting step. Provided the final interview and evaluation assessment are successful, and the certifications, credentials, and professional/business references are also appropriately verified, the candidate is selected, agrees to review policies and code of ethics, and signs a confidentiality agreement. Accent on Languages Response 24-022A 17 Volume I - SOQ ACCENT ON LANGUAGES The linguists who are successfully approved are entered into our database and tracked for performance and continuous education/certification. Accent dedicates a lot of resources to recruiting the best linguists to meet our client's needs. An ongoing quality control process is in place following the recruiting. The certification and vetting process is as follows: • Review of resume • Verification of credentials. Many of the linguists who apply to work with Accent already have the proper credentials such as a medical certification, a state or federal court certification, RID (ASL), and/or the ATA certification. Linguist Recruitment Checklist (must -haves) At Accent, we are committed to implementing an above -industry standard when it comes to selecting our linguists to produce the highest quality translations for our clients. • University or above degree relevant to the field of translation, linguistics, and/or subject matter • Experience working as a linguist • Use of CAT tools • Nationality and native language(s) • Place of residence per requirement • Professional certifications • Sample translation • References • Updated CV CEO's aaoroval of the linguist and the translation and aeneral involvement Accent will always make sure that our CEO Ms. Caroline Lee approves the linguists' selection prior to the commencement of the work. Caroline will review the qualifications of the linguists carefully again to ensure there are no issues down the road. In addition, when the translation and editing work is done, the work will be sent to Caroline to do a final check before submitting it to the client. Should there be any change in circumstances, such as the linguists' availability or any other issues, Caroline should be made aware of the situation immediately. Subcontractor Plan All interpreters and translators are subcontractors of Accent and Accent on Languages. The Project Managers are responsible for administering and overseeing the subcontracts. The responsibilities of subcontractors include: • Demonstrating a high level of proficiency in both the source and target language of interpretation while processing strong interpretation skills, including the ability to accurately convey spoken messages between languages in real-time. • Acquiring expertise in specific subjects such as legal, medical, technical, or educational interpretation depending on the nature of the request. Accent on Languages Response 24-022A ig Volume I - SOQ ACCENT ON LANGUAGES • Maintaining excellent work ethic and professionalism while adhering to ethical standards throughout the interpretation process. This includes maintaining confidentiality, impartiality, and neutrality, as well as refraining from providing personal opinions or commentary during interpretation Every subcontractor will sign the following agreements with Accent: • Non -Disclosure Agreement • Independent Contractor Agreement • Code of Ethics Accent will ensure that all subcontractors comply with all the requirements stated in the scope of work; the City will not need to ever contact or manage any subcontracted company or individual. It is understood and agreed that the participating subcontractors shall be solely and directly under the responsibility of Accent, and the City shall have no obligation to them. Additionally, our Project Managers boast backgrounds and professional degrees in translation and interpretation, positioning them as not only effective administrators but also capable linguists. Their deep understanding of language nuances and cultural contexts enables them to provide valuable insights and guidance to subcontractors throughout the project lifecycle. This dual role empowers our Project Managers to act as both facilitators and contributors, ensuring that the highest standards of quality and accuracy are upheld at every stage. Our project managers are capable of conducting translations in Spanish, Chinese Mandarin, and Japanese. e. Proposed Work Plan How to order services and response times Accent can respond to a request immediately over the phone during office hours between Monday and Friday (6AM — 6PM PST). Emails are responded to almost immediately upon receipt. Quotes are typically provided within 30 minutes for interpreting services and document translation projects. Additional or premium services might require a few additional hours. Interpreters are typically confirmed the same day an order is placed; written translations are delivered within the time frame agreed upon between Accent and the requester on an order -by -order basis. Accent will always wait until the City provides a verbal or written confirmation, purchase order and/or signed agreement as approval of the quote before starting any work. Accent is willing to adapt to any ordering procedure changes required by the City during the term of the contract. Orders for services can be placed by telephone, email, or fax. Office Phone number: Office Fax number: Office email contact for orders: 510-644-9470 844-308-9396 interpreting@accentonlanguages.com /translation@accentonlanguages.com Accent on Languages Response 24-022A Volume I - Soo 19 ACCENT ON LANGUAGES Contact for emergencies: interpreting@accentonlanguages.com /translation@accentonlanguages.com (Office hours are 6am-6pm but we can be reached after hours for emergencies). Standard turnaround time In -person and Virtual Interpretation Typically 1-2 days. Rarer languages may require a longer turnaround time. Telephonic Interpretation Ad -hoc Immediately Scheduled Same day Translation Spanish 2500-3500 words/day, followed by a day of desktop publishing, and a day of editing and proofreading. Other Languages 1500-2000 words/day, followed by a day of desktop publishing, and a day of editing and proofreading. Our Project managers are always here to assist you at your time of emergency. We have a proven track record of helping our current clients with same -day interpretation requests, both in -person and virtual. With our in-house project managers, who excel not only in project management but also in linguistic expertise, we proudly provide expedited translation services tailored to meet urgent needs. Leveraging their proficiency in languages such as Spanish and Chinese, our team guarantees rapid turnaround times, delivering concise translations for short documents within a mere 2-hour window. For languages like Russian, Japanese, Arabic, French, and German, commonly utilized across various industries, we ensure swift delivery within the same day or overnight. Our streamlined processes and dedicated linguists ensure that regardless of the language, clients receive accurate and timely translations, meeting their immediate requirements without compromising on quality. Expedited turnaround time Interpretation Same day Translation Spanish and Chinese <I000 words: 2-5 hours Delivery Common Languages Same -day or Overnight Delivery Rare Languages Overnight or 2-day Delivery Accent on Languages Response 24-022A 20 Volume I - Soo ACCENT ON LANGUAGES Real-time Turnaround With over two decades of experience in providing interpretation and translation services, Accent has perfected efficient workflows to ensure real-time interpretations for calls and meetings. Our comprehensive Content Management Systems (CMS), Translation Management Systems (TMS), and Computer -Assisted Translation (CAT) tools, coupled with experienced personnel, allows for streamlined rescheduling processes for translation and interpretation, enabling swift and accurate communication. Additionally, our project managers specialize in coordinating fast turnaround times for written materials, ensuring same -day confirmation for interpretation requests and next -day translation delivery without compromising quality. Accent will gladly accommodate any emergency requests and do our best to assist the City. Minimum requirements for linguists Interpreters must be able to accurately render oral communication involving two or more individuals. The interpreter must be able to accurately translate communication from all involved parties. In the event of meetings that are emotional in nature, interpreters are required to provide interpretation in difficult conditions and remain unbiased. The following is a quick summary of the interpretation skills and role of the interpreter: • Must be native in the target language. • Linguists' minimum requirements include favorable ILR-scale results (3+ or higher) and, in addition to 3+years of experience. • Must be bi-cultural in addition to being bilingual. • Must be a cultural liaison between the client and the LEP. • Must have a good command of both languages. • Offer accurate and complete rendition. • Avoid interaction with the client without the government representative or social worker's permission. • Remain impartial and unbiased: The interpreter must not provide private opinions. • Use of the proper protocol: The interpreter must use the first person when interpreting and the third person when asking for clarification or repetition. • Notify Accent and the City immediately of any conflict of interest. Accent relies on standards based on accepted interpreting quality standards, code of ethics, and customer feedback. The following are the requirements to ensure that interpreters comply with industry standards (as per the American Society of Testing and Materials, ASTM): • Command of Foreign language • Attention skills • Analytical skills • Memory skills • Language transfer skills • Note -taking skills • Cultural Awareness • Clear and audible speech • Demeanor appropriate to setting Accent on Languages Response 24-022A 21 Volume I - Soo ACCENT ON LANGUAGES • Adaptability • Stamina • Ability to cope with stress • Knowledge of subject matter • Education and specialization • Research and preparation skills Linguist Recruitment Checklist (must -haves) At Accent, we are committed to implementing an above -industry standard when it comes to selecting our linguists to produce the highest quality translations for our clients. • University degree relevant to the field of translation, linguistics, or subject matter • Experience working as a linguist • Use of CAT tools • Nationality and native language(s) • Place of residence per requirement • Professional certifications • Sample translation • References • Updated CV Available Languages for Interoretation and Translation The table below delineates the robust capacity of Accent's local interpreter network ready to cater to the diverse language needs of the City. The information below provides a snapshot of our current interpreter availability. Accent is consistently engaging in the vetting of qualified linguists. Therefore, this listing is dynamic and will expand over time to accommodate evolving language requirements, and underscores our commitment to maintaining an extensive and responsive interpreter network, ensuring a seamless and comprehensive language solution for the City's needs. LANGUAGES OFFERED TOTAL LANGUAGES OFFERED TOTAL Albanian 4 Marathi 3 American Sign Language ASL 14 Mien 1 Amharic 30 Mongolian 6 Arabic 52 Navajo 2 Armenian 3 Nepalese 9 Bengali 4 Ori a 2 Burmese 9 Oromo 6 antonese 27 lPashtc, 22 hin Hakka 4 Patois 1 zech 1 Polish 8 Dari 18 Portuguese 38 Dutch 10 Punjabi 17 arsi 24 Romanian 5 French 42 Russian 48 eor ian 3 Serbian 1 erman 10 >erer 1 [Gujarati 1 7 lSlovak 1 Accent on Languages Response 24-022A 22 Volume I - SOO ACCENT ON LANGUAGES Haitian Creole 76 Somali 11 Hindi 29 Spanish 957 Among 4 Swahili 11 ndonesian 5 Tagalog 13 Italian 12 Tajiki 1 a anese 12 Tamil 5 Kannada 6 Telugu 5 orean 16 Thai 9 hmer S Tibetan 3 urdish 3 Tigrigna 7 Lao 7 Turkish 8 Lin ala 2 Ukrainian 12 Malayalam 6 Urdu 25 Mam 3 Uzbek 4 Mandarin 85 Vietnamese 26 Mandinka 1 Wolof 4 otal: 66 LanguagesTotal: 1806 n uists Implementation Plan We propose a meticulous implementation plan for a seamless transition, particularly beneficial for agencies new to this contract. The plan considers the diverse needs of participating agencies, fostering an inclusive approach. This implementation plan aims to blend continuity with innovation, ensuring a transition that not only maintains the lofty standards set in the past but also adapts to the evolving landscape of the City's language service requirements. Timeline of Proiect Goals, Measurable Outcomes, and Benchmark Activities: • Pre -Implementation Phase (Weeks 1-2): o Conduct a Comprehensive Review: Assess the current service landscape and identify areas for improvement. o Confirm Project Team: Reaffirm the roles of key personnel, emphasizing the retention of experienced staff. o Schedule Renewal Kickoff Meeting: Engage in a strategic discussion to align with evolving City expectations. • Renewal Kickoff Meeting (Week 2): o Facilitate a renewal kickoff meeting to formally reintroduce the team, discuss lessons learned, and outline enhancements. o Reinforce the collaborative approach and gather insights for improvement. • Communication and Feedback Loop (Weeks 3-4): o Strengthen the communication plan to address ongoing needs and feedback. o Collect feedback from City stakeholders on the current service delivery. Accent on Languages Response 24-022A 23 Volume I - SOQ ACCENT ON LANGUAGES • Training and Transition Refinement (Weeks 5-8): o Refine and conduct training sessions for Language Access Coordinators and Site Managers. o Enhance transition discussions with departments, incorporating lessons learned from the existing contract. • Continuous Improvement Initiatives (Week 9 Onward): o Implement improvements based on feedback and identified areas for enhancement. o Maintain ongoing evaluation and feedback sessions to ensure sustained service excellence. • Regular Collaboration (Throughout Renewal): o Maintain periodic meetings with the City to address evolving needs and ensure continuous improvement. o Leverage existing relationships to streamline communication and optimize services. Key Personnel Assignments • Account Manager: o Primary point of contact, leveraging existing relationships for smoother transition. o Focuses on continuous improvement initiatives and addressing evolving City needs. • Project Managers: o Retain their roles in close collaboration with Language Access Coordinators and agency and department Managers. o Emphasize ongoing training and proactive engagement. Milestones • After 6 months, Accent recommends holding a mid-term meeting with the City to discuss progress, achievements, goals, and any other concerns of the City. We also recommend holding a contract closure meeting to evaluate the contract and provide improvement actions to the City for future use at its discretion. Continuous Quality Commitment • Accent will prepare a Quality Control Plan (QCP) to serve as framework for the entire contract. This QCP will be reviewed monthly and updated accordingly as new work is produced and delivered. Accent on Languages Response 24-022A 24 Volume I - SOQ ACCENT ON LANGUAGES • Accent can provide any other reports upon request (monthly billing, over the phone usage reporting, etc.) Measurable outcomes • Interpretation Services: o Fulfillment Rate: Achieve a 90% or higher completion rate for interpretation assignments. o Client Feedback Score: Maintain an average client satisfaction score of 4.5 out of 5 based on feedback. • Translation Services: o Delivery Timeliness: ■ Early Deliveries: Aim for 10% of translation projects completed ahead of the deadline. ■ On -time Deliveries: Ensure 90% of translations are delivered on the agreed -upon schedule. ■ Late Deliveries: Strive for less than 5% of translations to be delivered after the deadline. c Translation Quality: ■ Accuracy: Maintain an accuracy rate of 98% or higher in translated content. ■ Consistency: Achieve a consistency rating of 95% or above for terminology and style. ■ Client Satisfaction: Maintain an average client satisfaction score of 4.5 out of 5 based on feedback. • Overall Services: o Complaint Resolution Time: Resolve client complaints within 48 hours, aiming for a 90% resolution rate within this timeframe. o Customer Retention Rate: Achieve a customer retention rate of 90% or higher based on annual renewals. o Cost Efficiency: Maintain an average cost efficiency improvement of 5%annually through process optimization. This Implementation Plan and Schedule reflect our commitment to proactive collaboration, ongoing and continuous improvement. We welcome the opportunity to discuss further and refine this plan based on the City's specific expectations and aspirations for the renewed contract. Accent on Languages Response 24-022A 25 Volume I - SOQ ACCENT ON LANGUAGES f. References -Attachment B Attachment B is included in the next page. This Attachment is also included in Volume III - Certifications. Accent on Languages Response 24022A 25 Volume I - SOQ ACCENT ON LANGUAGES Response to Request for Proposals No. 24-022A "Translation and Interpretation Services" City of Santa Ana Volume II - Price Quote Submitted by: Accent on Languages, Inc. Questions? Please contact info@accentonlanguages.com 510-644-9470 3/21/2023 Accent on Languages Response 24-022A 20 Volume 11- Price Quote ACCENT ON LANGUAGES TABLE OF CONTENTS Price Proposal Form - Attachment A-2..................................................................................... 30 Terms of Service 30 Schedule/pricing information for urgent requests made with less than 24-hours' notice......... 34 Rush Fee for In -person Interpretation................................................................................ 34 Expedited Translation Delivery ............................. 34 TelephonicInterpretation................................................................................................... 34 Accent on Languages Response 24-022A Volume It - Price Quote GL9 ACCENT ON LANGUAGES Response to Request for Proposals No. 24-022A "Translation and Interpretation Services" City of Santa Ana Volume III - Certifications (Attachments) Submitted by: Accent on Languages, Inc. Questions? Please contact info@accentonlanguages.com 510-644-9470 3/21/2023 Accent on Languages Response 24-022A 36 Volume III - Certifications (Attachments) ACCENT ON �\ LANGUAGES TABLE OF CONTENTS Attachment A-1: Proposer's Certification and Proposal Item Pricing 38 Attachment A-2: Pricing Proposal Attachment B: References Attachment C: Proposer's Statement Attachment D: Non -Collusion Affidavit (notarized) Attachment E: Non -Lobbying Certification Attachment F: Non -Discrimination Certification Attachment G: Sam.gov LIE] Verification Attachment H: Certification Regarding Debarment, Suspension, Ineligibility and Voluntary Exclusion 39 42 43 44 46 47 49 so Accent on Languages Response 24-022A 37 Volume III - Certifications (Attachments) CITY OF SANTA ANA ATTACHMENT A-1 PROPOSER'S CERTIFICATION, PROPOSAL PRICING Certification -I certify that I have read, understand and agree to the terms and conditions of this Request for Proposals. I have examined the Scope of Services (Exhibit 1) and am qualified to provide services being requested as specified herein. I understand and agree that I am responsible for reporting any errors, omissions or discrepancies to the City for clarification prior to the submission of my proposal. PROPOSER'S STATEMENT: I have read, understood and agree to the terms and conditions on all pages of the Request for Proposals. Upon request, I will transfer and deliver goods or services to the City in accordance with said terms and conditions. Accent on Languages, Inc. 510-644-9470 / 844-308-9396 LEGAL NAME OF COMPANY PHONE AND FAX NUMBERS 2718 Telegraph Avenue Suite 104 Berkeley CA 94705 BUSINESS ADDRESS Eduardo Puyol-Martinez PRINTED NAME OF AUTHORIZED AGENT Director TITLE 3/20/2024 info@accentonlanguages.com SIGNATURE OF AUTHORIZED AGENT DATE E-MAIL ADDRESS 04-3781767 N/A FEDERAL ID NUMBER (IF APPLICABLE) CONTRACTOR LICENSE NUMBER (IFAPPLICABLE) N/A CITY OF SANTA ANA BUSINESS LICENSE NUMBER (PLEASE PROVIDE IF AVAILABLE, BUT NOT REQUIRED UNTIL AND IF AN AWARD IS MADE TO PROPOSER.) THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 38 Volume III - Certifications (Attachments) CITY OF SANTA ANA ATTACHMENT B REFERENCES List and describe fully the contracts performed by your firm which demonstrate your ability to provide the supplies, equipment or services included in the scope of the proposal specifications. Attach additional pages if required. The City reserves the right to contact each of the references listed for additional information regarding your firm's qualifications. Department of Homeland Security (DHS) Customer Name: Contact Individual: Address: Office of Contracting, 124 Leroy Road Phone Number: Williston VT 05495 Contract Amount: $3,999,999 Alisha R Massey -Williams (727)325-0333 EMAIL: Alisha.R.Massey-Williams@uscis.dhs.gov Year: 5/1/2023 - 5/1/2024 Description of sugglies, equipment, or services provided: Over -the -Phone and I eo Conferencing Interpreter Services, dedicated to supporting the Department of Homeland Security (DHS) United States Citizenship & Immigration Services (USCIS) Refugee, Asylum, and International Operations (RAID) Directorate. Our on -demand services operate 24/7, catering to 12 DHS field offirps for nFl RFI and Safe Third rinnntry Rnrppn'ng Interviews acrncc 40+ lang agar Alameda County Public Health Department Dellie Cartwright Customer Name: Contact Individual: Address: 1100 San Leandro Blvd, San Leandro, CA 94577 Phone Number: Contract Amount: $6,391,000 510-208-3932 EMAIL: Dellie.Cartwright@acgov.org Year: 2021-2024, just renewed until 2029 Description of supplies, equipment, or services provided: Accent on Languages provides on -site, video and over the telephone interpreting services in spoken languages and American Sign Language, and written translation services including formatting and glossary development services. Customer Name: City of Oakland Contact Individual: May Tam Address: 150 Frank Ogawa Plaza, Oakland CA 94612 Phone Number: Contract Amount: $550,000 510-238-2368 EMAIL: MTam@oaklandea.gov Year: 2022-2025 Description of supplies, equipment, or services provided: Accent on Languages provides written translation and on -site interpreting services as well as American Sign Language, to support various departments and agencies within the City of Oakland, such as Public Works, Transportation, Office of the Mayor, Parks and Recreation, Health Department, including matpriaN M hp nnetpd nnlinp in the rity'c uaheite THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 42 Volume III - Certifications (Attachments) (9) CITY OF SANTA ANA ATTACHMENT C PROPOSER'S STATEMENT Proposer understands and agrees that this written RFP (or any part thereof specifically designated and accepted by the City of Santa Ana, hereinafter City) shall constitute the entire agreement between proposer and the City only after it has been accepted by the City Council, endorsed by the Clerk of the Council with her signature and official seal noting hereon the action of approval of the Council, signed by the Executive Director or his duly authorized agent, and signed by the City Attorney, denoting his approval of the form of this document, and its execution, and when it or an exact copy of it has been either delivered to proposer or deposited with the United States Postal Service properly addressed to the proposer with the correct postage affixed thereto. Proposer further agrees that upon delivery (as defined above) of the accepted agreement he/she will furnish City all required bonds and certificate of liability insurance within ten (10) days (excluding Saturdays, Sundays and City's legal holidays), or the funds, check, draft, or proposer's bond substituted in lieu thereof accompanying this proposal shall become the property of the City and shall be considered as payment of damages due to the delay and other causes suffered by City because of the failure to furnish the necessary bonds and because it is distinctly agreed that the proof of damages actually suffered by City is difficult to ascertain; otherwise said funds, check drafts, or proposer's bond substituted in lieu thereof shall be returned to the undersigned. Proposer understands that a proposal is required for the entire work, that the estimated quantities set forth in the RFP schedule are solely for the purpose of comparing proposals, and that final compensation under the contract will be based upon the actual quantities of work satisfactorily completed. All terms contained in the specifications, the certification of nondiscrimination by contractors, and the required insurance certificates are to be incorporated by reference into this agreement and are made specifically as part of this RFP. Firm Accent on Languages, Inc. Eduardo Pu Signed and Printed Name: Director Title 3/20/2024 Date THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 43 Volume III - Certifications (Attachments) CITY OF SANTA ANA (Title 23 United States Code Section 112 and Public Contract Code Section 7106) To the CITY OF SANTA ANA In accordance with Title 23 United States Code Section 112 and Public Contract Code 7106 the proposer declares that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from bidding; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the contract of anyone interested in the proposed contract; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative thereto, or paid, and will not pay, any fee to any corporation, partnership, company association, organization, bid depository, or to any member or agent thereof to effectuate a collusive or sham proposal. Note: The above non -collusion affidavit is part of the proposal. Signing this proposal on the signature portion thereof shall also constitute signature of this non -collusion affidavit. Proposers are cautioned that making a false c ificaliUfflfubjoct the certifier to criminal prosecution. 2 Signed S. ate of County of Subscribe d sworn to (or affirmed) before me on this day of 20 by proved to mean the basis of satisfactory evidence to be the person(s) who appeared before m . .S9914ttt � Notary Public Signature Notary Pu eal THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. RFP 24-022A City of Santa Ma Page 45 of 51 A—M on L0n9u 9es Response 24L 2F 44 Volume 111-: CeNficaLons.(AXachmenls) notary public or other officer completing this Irtificate verifies only the identity of the individual io signed the document to which this certificate attached, and not the truthfulness, accuracy, or ilidity of that document. State of California County ofCotiTRa C oS-r/-� Subscribed and sworn to (or affirmed) before me on this _h TO dayof�AR(. l , 2024, by C OVA 60 M A#Q-I Air_ 0- proved to me on the basis of satisfactory evidence to be the pers�on('s')w'ho appeared before me. d1 DINESHCHANDRAKAUSHIK p� COMM. ##2352268 -+ NOTARYFUSIX • CALIFORNIA 9 ! CONTRA COSTA COUNT L` My CONVO EX§ WRCH 19, ro25 (Seal) Signature CITY OF SANTA ANA ATTACHMENT E NON -LOBBYING CERTIFICATION The prospective participant certifies, by signing and submitting this bid or proposal, to the best of his or her knowledge and belief, that: (1) No Federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with the awarding of any Federal contract, the making of any Federal grant, the making of any Federal loan, the entering into of any cooperative agreement, and the extension, continuation, renewal, amendment, or modification of any Federal contract, grant, loan, or cooperative agreement. (2) If any funds other than Federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with this Federal contract, grant, loan, or cooperative agreement, the undersigned shall complete and submit Standard Form-LLL, "Disclosure of Lobbying Activities," in conformance with its instructions. This certification is a material representation of fact upon which reliance was placed when this transaction was made or entered into. Submission of this certification is a prerequisite for making or entering into this transaction imposed by Section 1352, Title 31, U.S. Code. Any person who fails to file the required certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such failure. The prospective participant also agrees by submitting his or her bid or proposal that he or she shall require that the language of this certification be included in all lower tier subcontracts, which exceed $100,000 and that all such subrecipients shall certify and disclose accordingly. Signed: Title: Eduardo Puyol-Martinez, Director Firm: Accent on Languages, Inc. Date: 3/20/2024 THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 46 Volume III - Certifications (Attachments) �;e1t CITY OF SANTA ANA ATTACHMENT NON-DISCRIMINATION CERTIFICATION The undersigned consultant or corporate officer, during the performance of this contract, certifies as follows: The Consultant shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, or national origin. The Consultant shall take affirmative action to ensure that applicants are employed, and that employees are treated during employment without, regard to their race, color, religion, sex, or national origin. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, or transfer; recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. The Consultant agrees to post in conspicuous places, available to employees and applicants for employment, notices to be provided setting forth the provisions of this nondiscrimination clause. 2. The Consultant shall, in all solicitations or advertisements for employees placed by or on behalf of the Consultant, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. 3. The Consultant shall send to each labor union or representative of workers with which he/she has a collective bargaining agreement or other contract or understanding, a notice to be provided advising the said labor union or workers' representatives of the Consultant's commitments under this section, and shall post copies of the notice in conspicuous places available to employees and applicants for employment. 4. The Consultant shall comply with all provisions of Executive Order 11246 of September 24, 1965, and of the rules, regulations, and relevant orders of the Secretary of Labor. 5. The Consultant shall furnish all information and reports required by Executive Order 11246 of September 24, 1965, and by rules, regulations, and orders of the Secretary of Labor, or pursuant thereto, and will permit access to his/her books, records, and accounts by the administering agency and the Secretary of Labor for purposes of investigation, to ascertain compliance with such rules, regulations, and orders. In the event of the Consultant's non-compliance with the nondiscrimination clauses of this contract or with any of the said rules, regulations, or orders, the contract may be canceled, terminated, or suspended in whole or in part and the Consultant may be declared ineligible for further Government contracts or federally assisted construction contracts in accordance with procedures authorized in Execution Order 11246 of September 24, 1965, and such other sanctions may be imposed and remedies invoked as provided in Executive Order 11246 of September 24, 1965, or by rule, regulations, or order of the Secretary of Labor, or as otherwise provided by law. 2. The Consultant shall include the portion of the sentence immediately preceding paragraph (1) and the provisions of paragraphs (1) through (7) in every subcontract or purchase order unless exempted by rules, regulations, or orders of the Secretary of Labor issued pursuant to Section 204 of Executive Order 11246 of September 24, 1965, so that such provisions will be binding upon each subcontract Accent on Languages Response 24-022A 47 Volume III - Certifications (Attachments) 2OW CITY OF SANTA ANA or purchase order as the administering agency may direct as means of enforcing such provisions, including sanctions for noncompliance; provided, however, that in the event the Consultant becomes involved in, or is threatened with, litigation with a subconsultant or vendor as a result of such direction by the administering agency, the Consultant may request that the United States enter into such litigation to protect the interests of the United States. 8. Pursuant to California Labor Code Section 1735, as added by Chapter 643 Stats. 1939, and as amended, no discrimination shall be made in the employment of persons upon public works because of race, religious creed, color, national origin, ancestry, physical handicaps, mental condition, marital status, or sex of such persons, except as provided in Section 1420, and any consultant of public works violating this Section is subject to all the penalties imposed for a violation of the Chapter. Signed: Title: Firm: Date: Eduardo Puyol-Martinez, Director Accent on Languages, Inc. 3/20/2024 THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 48 Volume III - Certifications (Attachments) CITY OF SANTA ANA ATTACHMENT G SAM.GOV UEI VERIFICATION On April 4, 2022, the federal government stopped using the DUNS Number to uniquely identify entities. Now, entities doing business with the federal government use the Unique Entity ID created in SAM.gov. They no longer have to go to a third -party website to obtain their identifier. This transition allows the government to streamline the entity identification and validation process, making it easier and less burdensome for entities to do business with the federal government. This RFP includes federal funding, and as such, the proposer must provide verification of their SAM.gov UEI and registration status. Please attach your entity's registration from SAM.gov, including UEI and active registration status. Proposer's UEI: M3W2EQK9LHC1 SAM.gov Registration Expiration Date: 12/11/2024 THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL. PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE. Accent on Languages Response 24-022A 49 Volume III - Certifications (Attachments) ATTACHMENT H CERTIFICATE OF DEBARMENT Certification Regarding Debarment, Suspension. Ineligibility and Voluntary Exclusion Lower Tier Covered Transactions This certification is required by the regulations implementing Executive Order 12549, as amended, Nonprocurement Debarment and Suspension, 2 CFR Part 2998, Subpart C, Responsibilities of Participants Regarding Transactions. The regulations were published as Part VII of the May 26, 1988, Federal Register (Pages 19160-19211), and as subsequently amended in 81 Federal Register 25585. (Before completing certification, read instructions which are an integral part of certification) 1. Pursuant to 2 CFR 180.335, the prospective primary participant, (i.e. grantee) certifies to the best of its knowledge and belief, that it and its principals: a. Are not presently excluded or disqualified; b. Have not been convicted within the preceding three years of any of the offenses listed in 2 CFR 180.800(a) or had a civil judgment rendered against them for one of those offenses within that time period. c. Are not presently indicted for or otherwise criminally or civilly charged by a government entity (Federal, State or local) with commission of any of the offenses listed in 2 CFR 180.800(a); and d. Have not had one or more public transactions (Federal, State or local) terminated within the preceding three years for cause or default. 2. Where the prospective primary participant is unable to certify to any of the statements in this certification, such prospective participant shall attach an explanation to this proposal. t� Consultant Eduardo Puyol-Martinez, Director Name and Title of Official Authorized to Certify On Behalf of the Consultant 3/20/2024 Date Accent on Languages Response 24-022A 50 Volume III - Certifications (Attachments) EXHIBIT C CONSULTANT'S FEE PROPOSAL EXHIBIT I REQUEST FOR CLARIFICATION PRICING PROPOSAL Contractor shall base all costs on an "Hourly Rate" schedule for work performed in accordance with the Scope of Services (Attachment 1) of this RFP. The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following: ITEM I DESCRIPTION/SPECIFICATION UNIT COST (PER HOUR) AMERICAN SIGN LANGUAGE On -Site Consecutive ASL American Sign Language (ASL) $165 INTERPRETATION SERVICES On -Site Consecutive 1A 2A 3A 4A 5A 6A 7A 8A 9A 10A 11A 12A 13A 14A 15A 16A 17A 18A 19A 20A 21A 22A 23A 24A 25A 26A 27A Arabic (CA designated) Armenian (Eastern and Western) (CA designated) Bengali Cantonese (CA designated) Chinese (Traditional and Simplified) Dad Farsi Hindi Hmong Indonesian Japanese (CA designated) Khmer (CA designated) Korean (CA designated) Loudon Mandarin (Classic CA designated) Mien Nepali Polish Portuguese (CA designated) Punjabi (CA designated) Romanian Russian (CA designated) Serbian Spanish (CA designated) Tagalog (CA designated) Turkish Vietnamese (CA designated) $ 135.00 $ 135.00 $ 145.00 $ 120.00 $ 120.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 135.00 $ 120.00 $ 155.00 $ 155.00 $ 135.00 $ 115.00 $ 135.00 $ 135.00 $ 115.00 $ 115.00 $ 115.00 $ 135.00 $ 135.00 $ 135.00 Video -Remote Interpretation (Per minute) ASL $2.99 Remote Simultaneous Over the Phone Interpretation (Per Minute) Video.Remote Interpretation (Per Minute) 1A $ 145.00 $ 1.25 $ 2.99 2A $ 145.00 $ 1.25 $ 2.99 3A $ 155.00 $ 155 $ 2.99 4A $ 125.00 $ 1.25 $ 2.99 SA $ 125.00 $ 1.25 $ 2.99 6A $ 145.00 $ 1.55 $ 2.99 7A $ 145.00 $ 1.55 $ 2.99 SA $ 145.00 $ 1.55 $ 2.99 9A $ 145.00 $ 1.55 $ 2.99 10A $ 145.00 $ 1.55 $ 2.99 11A $ 145.00 $ 1.25 $ 2.99 12A $ 145.00 $ 1.25 $ 2.99 13A $ 145.00 $ 1.25 $ 2.99 14A $ 145.00 $ 1.55 $ 2.99 15A $ 125.00 $ 1.25 $ 2.99 16A $ 160.00 $ 1.55 $ 2.99 17A $ 160.00 $ 1.55 $ 2.99 18A 5 145.00 $ 1.55 $ 2.99 19A $ 120.00 $ 1.25 $ 2.99 20A $ 145.00 $ 125 $ 2.99 21A $ 145.00 $ 1.55 S 2.99 22A $ 120.00 $ 1.25 $ 2.99 23A $ 120.00 $ 1.55 $ 2.99 24A $ 120.00 $ 1.05 $ 2.99 25A $ 145.00 $ 1.25 $ 2.99 26A $ 145.00 $ 1.55 $ 2.99 27A $ 145.00 $ 1.25 $ 2.99 REQUEST FOR CLARIFICATION PRICING PROPOSAL Contractor shall base all costs on an "Hourly Rate" schedule for work performed in accordance with the Scope of Services (Attachment 1) of this RFP. The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following: ITEM DESCRIPTION/SPECIFICATION UNIT COST (PER HOUR) WRITTEN TRANSLATION UNIT COST (PER WORD) 16 2B 3B 4B 513 6B 7B 8B 9B 10B 11B 12B 13B 14B 16H 17B 18B 19B 20B 21 B 22B 23B 24B 25B 2613 27B Arabic (CA designated) Armenian (EasMm and Western) (CA designated) Bengali Cantonese (CA designated) Chinese (Traditional and Simplified) Dad Farsi Hindi Hmong Indonesian Japanese (CA designated) Khmer (CA designated) Korean (CA designated) Loatian Mien Nepali Polish Portuguese (CA designated) Punjabi (CA designated) Romanian Russian (CA designated) Serbian Spanish (CA designated) Tagalog (CA designated) Turkish Vietnamese (CA designated) $ 0.18 $ 0.18 $ 0.18 $ 0.15 $ 0.15 $ 0.18 $ 0.18 $ 0.18 $ 0.19 $ 0.18 $ 0.19 $ 0.19 $ 0.19 $ 0.19 $ 0.20 $ 0.19 $ 0.18 $ 0.14 $ 0.19 $ 0.18 $ 0.17 $ 0.18 $ 0.12 $ - 0.18 $ 0.19 $ 0.18 GRAND TOTAL $ 3,739.61 (SUM OF ALL LINES ABOVE, ASL, IA-27A d iB-27B ) MINIMUM WORK REQUIREMENTS PER JOB (if applicable) MIN. NO. OF HOUR SNVORDS (IF ANY) American Sign Language ASL (enter min. number of hours x rate per hour) Interpretation Services INT (enter min, number of hours x rate per hour) Translalian Services TRSL (enter min. number of words x price per word) $330 $230 $50 REQUEST FOR CLARIFICATION PRICING PROPOSAL Contractor shall base all costs on an "Hourly Rate" schedule for work performed in accordance with the Scope of Services (Attachment 1) of this RFP. The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following: ITEM DESCRIPTION/SPECIFICATION UNIT COST (PER HOUR) CLOSED-CAP77ONED SERVICES (Optional Services) RATEPER HOURNJORD MIN. NO. OF HOURS- WORDS TOTAL UNIT COST ASL (enter min. number of hours x rate per hour) $165 X 2 $330 Any language listed herein, standard rate $165 X 2 $330 Signature page on next page NOTE: Submission of this Proposal will be taken as conclusive evidence that the Contractor has made a careful examination at the Scope of Services and Attachments. ACCENT ON LANGUAGES Price Proposal Form - Attachment A-2 Attachment A-2 included in the next page. This attachment is also included in the Volume III - Certifications (Attachments). Terms of Service Services should be scheduled with at least 48 hours' notice. Cancellation that is not placed and acknowledged by Accent on Languages at least two (2) business days before the date of the booking will be charged for the full scheduled time. Rates are per hour and per interpreter. All interpreting services have a two (2) hour minimum charge, except video remote services with a scheduled start time prior to 5 PM (one (1) hour minimum). Mileage if applicable will be billed at federal rate. (*) Interpretation services over one (1) hour long will require a team of at least two (2) interpreters. Simultaneous services (video or face to face) may require a team of at least two (2) interpreters for appointments over 30 minutes. Accent on Languages Response 24-022A 30 Volume 11 - Price Quote ACCENT ON LANGUAGES Schedule/pricing information for urgent requests made with less than 24-hours' notice Rush Fee for In -person Interpretation An additional 15% will be charged on service requests within 24 hours (same -day requests). Expedited Translation Delivery RUSH RATE TIERS <500 WORDS 500-1000 WORDS Rush Rate 1: 2 Hours Turnaround 25% 35% Rush Rate 2: 5 Hours Turnaround 20% 30% Rush Rate 3: 24 Hours Turnaround Flat rate at 15% (Up to 4000 words) Rush Rate 4: 48 Hours Turnaround Flat rate at 10% (Up to 6000 words) Telephonic Interpretation AD -HOC RATE All Languages $1.75/minute (No minimums) PRESCHEDULED RATE Spanish $90 (Minimum 1 hour, 15 min. increments) Spanish (Legal) $94 (Minimum 2 hours, 15 min. increments) Other Languages $90 (Minimum 1 hour) ASL (Video Remote) $130 (Minimum 2 hours) Accent on Languages Response 24-022A 34 Volume 11 - Price Quote ACCEONL-01 SSAA7 R CERTIFICATE OF LIABILITY INSURANCE DATE(MMIDWYYVY) 7/18/2024 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsements . PRODUCER License # 0757776 CONTACT HUB International Insurance Services Inc. 2300 Clayton Road Suite 300 Concord, CA 94520 PHONE Ed: 800 366-7050 FAX rvo: 925 905-5584 (kcE-MAIL ) . jamie.rose@hubinternational.com INSUREFTS1 AFFORDING COVERAGE NAIC# INSURER A: Citizens Insurance Company of America 31534 INSURED INSURERS : AIImerica Financial Benefit Insurance Company 41840 Accent on Languages Inc. Caroline Lee INSURER C INSURER D 2718 Telegraph Ave #104 INSURER E: Berkeley, CA 94705 INSURER F : COVERAGES CERTIFICATE NIIMRFR- RFVIsInKi NI IRAPPR: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES, LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR TYPE OF INSURANCE ADEL BURR POLICY NUMBER POLICY Err POLICY EXPLTR LIMITS A X COMMERCIAL GENERAL LIABILITY CLAIMS -MADE OCCUR X OBFH940265 2/17/2024 2/17/2025 EACH OCCURRENCE S 2,000,000 DAMAGE TO RENTED 300,000 5, 000 MILD EXP (Any oneDemon) PERSONAL 6 ADV INJURY 2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: X POLICY JEST LOG GENERALAGGREGATE 4,000,000 PRODUCTS - COMPIOP AGG S 4,000,000 OTHER: A AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT Ear accidemlANY $ 2,000,000 BODILY INJURY PerPerson) S AUTO OBFH940265 2/17/2024 2/17/2025 OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY Peraccitlent $ X PROPERTY DAMAGE Peraccitlent HIRED X NON -OWNED AUTOS ONLY AUTOS ONLY S UMBRELLA LAB OCCUR EACH OCCURRENCE 5 AGGREGATE 5 EXCESS LIAB CLAIMS -MADE LED I I RETENTIONS S B WORKERS COMPENSATION AND EMPLOYERS' LIABILITY ANY PROPRIETORIPARTNERIEXECUTIVE YIN OFFICERIMEMBFE)R EXCLUDED? Y� in If yes, describe under DESCRIPTION OF OPERATIONS below NIA 2FH940263 2/17I2024 2/17/2025 X PER OTH- E.L. EACH ACCIDEN 1,000,000 3Mandati E.L. DISEASE - EA EMPLOYEE 1,000,000 5 E.L. DISEASE- POLICY LIMIT S 1,000, 000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES (AGGRO 101, Additional Remarks Schedule. maybe attached if more space Is required) The City of Santa Ana, its officers, officials, employees, and volunteers are included as an additional insured with regard to general liability when required by written contract per attached endorsement form 391-1006 08 16. Primary and Non -Contributory applies with regard to general liability when required by written contract per attached endorsement form 391-1003 08 16. City of Santa Ana Risk Management Division 20 Civic Center Plaza Santa Ana, CA 92701 ACORD 25 (2016103) SHOULD ANY OF THE ABOVE DESCRIRFn POI ICAPS RP CANCFI I Fn RFFORF THE EXPIRATION DATE THEREOI ACCORDANCE WITH THE POLICY PRC AUTHORIZED REPRESENTATIVE 40 f.=s...st .I RultMvugenmtDNleiwt REVIEWED S APPROVED Sr. Risk Management Spedalut cq 988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD ACCEONL-02 RGRE A`o/20 CERTIFICATE OF LIABILITY INSURANCE DA GAIMAIA YY) THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Renee Green Inc. Rd Ste 200 20151-2285 563-1 INSURER A: Lloyd's Syndicate 609 (Atrium Underwriters Limited) AA11Z6bU9 INSURED Accent on Languages, Inc 2718 Telegraph Avenue, Suite 104 Berkeley, CA 94705 INSURER B: INSURER C: INSURER D: INSURER E INSURER F: COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECTTO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECTTOALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR rypE OF INSURANCE AOOL INSO SUB WVD POLICY NUMBER POLICY EFF MM/DD/YYY POLICY EXP MMIDD LIMITS COMMERCIAL GENERAL LIABILITY CLAIMS -MADE ❑ OCCUR EACH OCCURRENCE $ DAMAGE TO RENTED MED EXP (Any one Persorn PERSONAL B ACV INJURY GEN'L AGGREGATE LIMIT - APPLIES PER POLICY JEL'T LOC OTHER'. GENERAL AGGREGATE $ PRODUCTS - COMP/OP AGG S g AUTOMOBILE LIABILITY ANY AUTO COINED F SCHEDULED AUTOS ONLY AUUpTTNOSyWyNNEE AUTOS ONLY AUTOSONLB COMBINED SINGLE LIMIT 5 BODILY INJURY Per on 5 ROPILY INJURY Per acutlent $ Pe�acgtlen� AMAGE 5 UMBRELLA LIAB EXCESS LIAB OCCUR CLAIMS -MADE EACH OCCURRENCE 5 AGGREGATE 5 OED I I RETENTION $ g WORKERS COMPENSATION AND EMPLOYERS' LIABILITY YIN ANY PROPRIETOR/PARTNER/EXECUTIVE QQF�FICER/MEMBWl EXCLUDED? (mandatory In NH) It yes, describe under DESCRIPTION OF OPERATIONS below NIA PER OTH- E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ EL DISEASE -POLICY LIMIT S A A Professional Liab Professional Liab TA-001562-0923 TA-001562-0923 912212023 912212023 9/2212024 9/22/2024 Each Claim Aggregate 510001000 5,000,000 DESCRIPTIONOFOPERATIONSILOCATIONSIVEHICLES (ACORDIOI,Additianal Remarks Schedule, maybeattached if morespace is required) See attachment for coverage. CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIRFD Pill IC.IFS RE CANCFI I FD RFFORF City of Santa Ana Risk Management Division 20 Civic Center Plaza Santa Ana Santa Ana, CA 92701 ACORD 25 (2016103) THE EXPIRATION DATE THEREOI ACCORDANCE WITH THE POLICY PR( AUTHORIZED REPRESENTATNE ©1988-2015 A� The ACORD name and logo are registered marks of ACORD iy RISkMaugemmtDilvioe vlh9j�on•~ '- REVIEWED& APPROVED BY: ®'. 0' RUk Management Specialist IUN. All rights reserved. IUN. All rights reserved. ADDITIONAL INSURED ENDORSEMENT Policy Period: 22 September 2023 to 22 September 2024 at 12:01 a.m. standard time Insured: Accent on Languages, Inc Effective Date: 17 July 2024 at 12:01 a.m. standard time Policy Number: ATA-001562-0923 In consideration of the Insured's payment of the premium, it is hereby understood and agreed that the following: • City of Santa Ana Retro: 17 July 2024 Risk Management Division 20 Civic Center Plaza Santa Ana, CA 92701 And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance. The coverage provided hereunder to the above -named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory. Sexual abuse and molestation is excluded. All other terms and conditions remain unchanged. Authorized Representative: Barry Peters Countersignature: Date: 7/24/2024 FAMtmagMWdDMs1un Renexm&Arrnov®Rr. A-ju "44• RM Management Spedriist 01 California: (Attach D1 or D2) Surplus Lines Broker Name: Alliant Insurance Services, Inc Address of the Licensee: 701 B Street, 6th Floor San Diego, CA 92101 License number: OC36861 Surplus Lines Premium: $200.00 Surplus Lines Tax: $6.00 Surplus Lines Stamping Fee: $0.36 �� xrekM�gema�euwdon ah REVIM &AwRw Elr. A.�' AaV44 ROW . Ruk Management SpedAist ADDITIONAL INSURED ENDORSEMENT Policy Period: 22 September 2023 to 22 September 2024 at 12:01 a.m. standard time Insured: Accent on Languages, Inc Effective Date: 17 July 2024 at 12:01 a.m. standard time Policy Number: ATA-001562-0923 Surplus Lines Premium: $200.00 Surplus Lines Tax: $6.00 Surplus Lines Stamping Fee: $0.36 In consideration of the Insured's payment of the premium, it is hereby understood and agreed that the following: • City of Santa Ana Retro: 17 July 2024 Risk Management Division 20 Civic Center Plaza Santa Ana, CA 92701 And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance. The coverage provided hereunder to the above -named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory. Sexual abuse and molestation is excluded. All other terms and conditions remain unchanged. Authorized Representative: Peters, Barry Frederick Alliant Insurance Services, Inc. Countersignature: Date: 08/ 19/2024 Risk Mnugemedl) einn r RenEv &AVPrs Br. ui11 �. A ajj a Acw44 �. ® Risk Management Specialist INSURED: .accent on Languages Inc. POLICY NUMBER: OBFH940265 EFFECTIVE DATE: 02/ 17/2024 to 02/ 17/2025 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. BUSINESSOWNERS LIABILITY SPECIAL BROADENING ENDORSEMENT This endorsement modifies insurance provided under the following: BUSINESSOWNERS COVERAGE FORM SUMMARY OF COVERAGES Limits Page 1. Additional Insured by Contract, Agreement or Permit Included 1 2. Additional Insured - Broad Form Vendors Included 2 3. Alienated Premises Included 3 4. Broad Form Property Damage - Borrowed Equipment, Customers Goods and Use of Elevators Included 3 5. Incidental Malpractice (Employed Nurses, EMT's and Paramedics) Included 3 6. Personal and Advertising Injury - Broad Form Included 4 7. Product Recall Expense Included 4 Product Recall Expense Each Occurrence Limit $25,000 Occurrence 5 Product Recall Expense Aggregate Limit $50,000 Aggregate 5 Product Recall Deductible $500 5 8. Unintentional Failure to Disclose Hazards Included 6 9. Unintentional Failure to Notify Included 6 This endorsement amends coverages provided under the Businessowners Coverage Form through new coverages and broader coverage grants. This coverage is subject to the provisions applicable to the Businessowners Coverage Form, except as provided below. The following changes are made to SECTION II - LIABILITY: 1. Additional Insured by Contract, Agreement or Permit The following is added to SECTION II - LIABILITY, C. Who Is An Insured: Additional Insured by Contract, Agreement or Permit a. Any person or organization with whom you agreed in a written contract, written agreement or permit to add such person or organization as an additional insured on your policy is an additional insured only with respect to liability for "bodily injury", "property damage", or "personal and advertising injury" caused, in whole or in part, by your acts or omissions, or the acts or omissions of those acting on your behalf, but only with respect to: (1) "Your work" for the additional insured(s) designated in the contract, agreement or permit; (2) Premises you own, rent, lease or occupy; or (3) Your maintenance, operation or use of equipment leased to you. b. The insurance afforded to such additional insured described above: (1) Only applies to the extent permitted by law; and (2) Will not be broader than the insurance which you are required by the contract, agreement or permit to provide for such additional insured. (3) Applies on a primary basis if that is required by the written contract, written agreement or permit. (4) Will not be broader than coverage provided to any other insured. (5) Does not apply if the "bodily injury", "property damaqe" or "personal and advertising injur from coverage ul w� skMwwgenxrdQn including any enc r..&narao�er 8j� A+� fkwule `® Rnk Management speamst 391-1006 08 16 Includes copyrighted materials of Insurance Services Offices, Inc., with its c. This provision does not apply: (1) Unless the written contract or written agreement was executed or permit was issued prior to the "bodily injury", "property damage", or "personal injury and advertising injury". (2) To any person or organization included as an insured by another endorsement issued by us and made part of this Coverage Part. (3) To any lessor of equipment: (a) After the equipment lease expires; or (b) If the "bodily injury", "property damage", "personal and advertising injury" arises out of sole negligence of the lessor. (4) To any: (a) Owners or other interests from whom a' land has been leased if the "occurrence" takes place or the offense is committed after the lease for the land expires; or (b) Managers or lessors of premises if (I) The "occurrence" takes place or the offense is committed after you cease to be a tenant in that premises; or (ii) The "bodily injury", "property damage", "personal injury" or "advertising injury" arises out of structural alterations, new construction or demolition operations performed by or on behalf of the manager or lessor. (5) To "bodily injury", "property damage" or "personal and advertising injury" arising out of the rendering of or the failure to render any professional services. This exclusion applies even if the claims against any insured allege negligence or other wrongdoing in the supervision, hiring, employment, training or monitoring of others by that insured, if the "occurrence" which caused the "bodily injury" or "property damage" or the offense which caused the "personal and advertising injury" involved the rendering of or failure to render any professional services by or for you. d. With respect to the insurance afforded to these additional insureds, the following is added to SECTION II - LIABILITY, D. Liability and Medical Expense Limits of Insurance: Hanover Insurance Group_ OBF H940265 5701588 The most we will pay on behalf of the additional insured for a covered claim is the lesser of the amount of insurance: 1. Required by the contract, agreement or permit described in Paragraph a.; or 2. Available under the applicable Limits of Insurance shown in the Declarations. This endorsement shall not increase the applicable Limits of Insurance shown in the Declarations e. All other insuring agreements, exclusions, and conditions of the policy apply. 2. Additional Insured - Broad Form Vendors The following is added to SECTION II - LIABILITY, C. Who Is An Insured: Additional Insured - Broad Form Vendors Any person or organization that is a vendor with whom you agreed in a written contract or written agreement to include as an additional insured under this Coverage Part is an insured, but only with respect to liability for "bodily injury" or "property damage" arising out of "your products" which are distributed or sold in the regular course of the vendor's business. b. The insurance afforded to such vendor described above: (1) Only applies to the extent permitted by law; (2) Will not be broader than the insurance which you are required by the contract or agreement to provide for such vendor; (3) Will not be broader than coverage provided to any other insured; and (4) Does not apply if the "bodily injury", "property damage" or "personal and advertising injury" is otherwise excluded from coverage under this Coverage Part, including any endorsements thereto c. With respect to insurance afforded to such vendors, the following additional exclusions apply: The insurance afforded to the vendor does not apply to: (1) "Bodily injury" or "property damage" for which the vendor is obligated to pay damages by reasons of the assumption of liability in a contract or agreement. This exclusion does not apply to liability for damages that the insured would have in the absence of the contract or agreement; (2) Any express warranty unauthorized by you; 391-1006 08 16 Includes copyrighted materials of Insurance services Offices, Inc., with its pern 3g, ° Risk M¢n+ganaCI)Msbn REVIEWED 6 APPROVED Or. A-f, Acw44 Risk Management Specialist 01 (3) Any physical or chemical change in the product made intentionally by the vendor; (4) Repackaging, unless unpacked solely for the purpose of inspection, demonstration, testing, or the substitution of parts under instruction from the manufacturer, and then repackaged in the original container; (5) Any failure to make such inspection, adjustments, tests or servicing as the vendor has agreed to make or normally undertakes to make in the usual course of business in connection with the sale of the product; (6) Demonstration, installation, servicing or repair operations, except such operations performed at the vendor's premises in connection with the sale of the product; (7) Products which, after distribution or sale by you, have been labeled or relabeled or used as a container, part or ingredient of any other thing or substance by or for the vendor; (8) "Bodily injury" or "property damage" arising out of the sole negligence of the vendor for its own acts or omissions or those of its employees or anyone else acting on its behalf. However, this exclusion does not apply to: (a) The exceptions contained within the exclusion in subparagraphs (4) or (6) above; or (b) Such inspections, adjustments, tests or servicing as the vendor has agreed to make or normally undertakes to make in the usual course of business, in connection with the distribution or sale of the products. (9) "Bodily injury" or "property damage" arising out of an "occurrence" that took place before you have signed the contract or agreement with the vendor. The most we will pay on behalf of the vendor for a covered claim is the lesser of the amount of insurance: 1. Required by the contract or agreement described in Paragraph a.; or 2. Available under the applicable Limits of Insurance shown in the Declarations; This endorsement shall not increase the applicable Limits of Insurance shown in the Declarations. 3. Alienated Premises SECTION II - LIABILITY, B. Exclusions, 1. Applicable To Business Liability Coverage k. Damage to Property, paragraph (2) is replaced by the following: (2) Premises you sell, give away or abandon, if the "property damage" arises out of any part of those premises and occurred from hazards that were known by you, or should have reasonably been known by you, at the time the property was transferred or abandoned. 4. Broad Form Property Damage - Borrowed Equipment, Customers Goods, Use of Elevators a. The following is added to SECTION II - LIABILITY, B. Exclusions, 1. Applicable To Business Liability Coverage, k. Damage to Property: Paragraph (4) does not apply to "property damage" to borrowed equipment while at a jobsite and not being used to perform operations. Paragraph (3), (4) and (6) do not apply to "property damage" to "customers goods" while on your premises nor to the use of elevators. b. For the purposes of this endorsement, the following definition is added to SECTION II - LIABILITY, F. Liability and Medical Expenses Definitions: 1. "Customers goods" means property of your customer on your premises for the purpose of being: a. Worked on; or (10)To any person or organization included b. Used in your manufacturing process. as an insured by another endorsement c. The insurance afforded under this provision is issued by us and made part of this excess over any other valid and collectible Coverage Part. property insurance (including deductible) (11)Any insured person or organization, available to the insured whether primary, from whom you have acquired such excess, contingent or on any other basis. products, or any ingredient, part or container, entering into, accompanying S. Incidental Malpractice - Employed Nurses, EMT's or containing such products. and Paramedics d. With respect to the insurance afforded to SECTION 11 - LIABILITY, C. Who Is An Insured, these vendors, the following is added to paragraph 2.a.(1)(d) does not aoDly to a nurse, SECTION II - LIABILITY, D. Liability and Medical Expense Limits of Insurance: ,..' l\= RIEVIEWS)anrrrx A+ ju "44 Rink Management Specialist 391-1006 08 16 Includes copyrighted materials of Insurance Services Offices, Inc., with its emergency medical technician or paramedic employed by you if you are not engaged in the business or occupation of providing medical, paramedical, surgical, dental, x-ray or nursing services. 6. Personal Injury - Broad Form a. SECTION II - LIABILITY, B. Exclusions, 2. Additional Exclusions Applicable only to "Personal and Advertising Injury", paragraph e. is deleted. b. SECTION II - LIABILITY, F. Liability and Medical Expenses Definitions, 14. "Personal and advertising injury", paragraph b. is replaced by the following: b. Malicious prosecution or abuse of process. c. The following is added to SECTION II - LIABILITY, F. Liability and Medical Expenses Definitions, Definition 14. "Personal and advertising injury": "Discrimination" (unless insurance thereof is prohibited by law) that results in injury to the feelings or reputation of a natural person, but only if such "discrimination" is: (1) Not done intentionally by or at the direction of: (a) The insured; (b) Any officer of the corporation, director, stockholder, partner or member of the insured; and (2) Not directly or indirectly related to an "employee", not to the employment, prospective employment or termination of any person or persons by an insured. d. For purposes of this endorsement, the following definition is added to SECTION II - LIABILITY, F. Liability and Medical Expenses Definitions: 1. "Discrimination" means the unlawful treatment of individuals based upon race, color, ethnic origin, gender, religion, age, or sexual preference. "Discrimination" does not include the unlawful treatment of individuals based upon developmental, physical, cognitive, mental, sensory or emotional impairment or any combination of these. e. This coverage does not apply if liability coverage for "personal and advertising injury" is excluded either by the provisions of b the Coverage Form or any endorsement thereto. 7. Product Recall Expense a. SECTION II - LIABILITY, B. Exclusions, 1. Applicable To Business Liability Coverage, n,. _' ' Hanover Insurance Group_ OBF H940265 5701588 o. Recall of Products, Work or Impaired Property is replaced by the following: o. Recall of Products, Work or Impaired Property Damages claimed for any loss, cost or expense incurred by you or others for the loss of use, withdrawal, recall, inspection, repair, replacement, adjustment, removal or disposal of: (1) "Your product"; (2) "Your work", or (3) "Impaired property"; If such product, work or property is withdrawn or recalled from the market or from use by any person or organization because of a known or suspected defect, deficiency, inadequacy or dangerous condition in it, but this exclusion does not apply to "product recall expenses" that you incur for the "covered recall" of "your product". However, the exception to the exclusion does not apply to "product recall expenses" resulting from: (4) Failure of any products to accomplish their intended purpose; (5) Breach of warranties of fitness, quality, durability or performance; (6) Loss of customer approval, or any cost incurred to regain customer approval; (7) Redistribution or replacement of "your product" which has been recalled by like products or substitutes; (8) Caprice or whim of the insured; (9) A condition likely to cause loss of which any insured knew or had reason to know at the inception of this insurance; (10)Asbestos, including loss, damage or clean up resulting from asbestos or asbestos containing materials; or (11)Recall of "your products" that have no known or suspected defect solely because a known or suspected defect in another of "your products" has been found. The following is added to SECTION II - LIABILITY, C. Who Is An Insured, paragraph 3.b.: "Product recall expense" arising out of any withdrawal or recall that occurred before you acquired or formed tV 391-1006 08 16 Includes copyrighted materials of Insurance Services Offices, Inc., with its pern xew,c R6kMorgenvdUwsian lea NenEwID i MPROvm Sy. ftuk Management Specialist c. The following is added to SECTION II - LIABILITY, D. Liability and Medical Expenses Limits of Insurance: Product Recall Expense Limits of Insurance a. The Limits of Insurance shown in the SUMMARY OF COVERAGES of this endorsement and the rules stated below fix the most that we will pay under this Product Recall Expense Coverage regardless of the number of: (1) Insureds; (2) "Covered Recalls" initiated; or (3) Number of "your products" withdrawn. b. The Product Recall Expense Aggregate Limit is the most that we will reimburse you for the sum of all "product recall expenses" incurred for all "covered recalls" initiated during the policy period. c. The Product Recall Each Occurrence Limit is the most we will pay in connection with any one defect or deficiency. d. All "product recall expenses" in connection with substantially the same general harmful condition will be deemed to arise out of the same defect or deficiency and considered one "occurrence". e. Any amount reimbursed for "product recall expenses" in connection with any one "occurrence" will reduce the amount of the Product Recall Expense Aggregate Limit available for reimbursement of "product recall expenses" in connection with any other defect or deficiency. f. If the Product Recall Expense Aggregate Limit has been reduced by reimbursement of "product recall expenses" to an amount that is less than the Product Recall Expense Each Occurrence Limit, the remaining Aggregate Limit is the most that will be available for reimbursement of "product recall expenses" in connection with any other defect or deficiency. g. Product Recall Deductible We will only pay for the amount of "product recall expenses" which are in excess of the $500 Product Recall Deductible. The Product Recall Deductible applies separately to each "covered recall". The limits of insurance will not be reduced by the amount of this deductible. We may, or will if required by law, pay all or any part of any deductible amount, if applicable. Upon notice of our payment of a deductible amount, you shall promptly reimburse us for the partof the deductible amount we paid. The Product Recall Expense Limits of Insurance apply separately to each consecutive annual period and to any remaining period of less than 12 months, starting with the beginning of the policy period shown in the Declarations, unless the policy period is extended after issuance for an additional period of less than 12 months. In that case, the additional period will be deemed part of the last preceding period for the purposes of determining the Limits of Insurance. d. The following is added to SECTION 11 - LIABILITY, E. Liability and Medical Expense General Conditions, 2. Duties in the Event of Occurrence, Offense, Claim or Suit: You must see to it that the following are done in the event of an actual or anticipated "covered recall" that may result in "product recall expense": (1) Give us prompt notice of any discovery or notification that "your product" must be withdrawn or recalled. Include a description of "your product" and the reason for the withdrawal or recall; (2) Cease any further release, shipment, consignment or any other method of distribution of like or similar products until it has been determined that all such products are free from defects that could be a cause of loss under this insurance. e. For the purposs of this endorsement, the following definitions are added to SECTION If - LIABILITY, F. Liability and Medical Expenses Definitions: 1. "Covered recall" means a recall made necessary because you or a government body has determined that a known or suspected defect, deficiency, inadequacy, or dangerous condition in "your product" has resulted or will result in "bodily injury" or "property damage". 2. "Product recall expense(s)" means: a. Necessary and reasonable expenses for: (1) Communications, including radio or television announcements or printed advertisements including stationary, envelopes and postage; 391-1006 08 16 Includes copyrighted materials of Insurance Services Offices, Inc., with its permit RiskMougrnimtDMsion +% v REviE &AppmTVH]By: ' A-. , ALW4t. �� Risk Management Spen*st (2) Shipping the recalled products from any purchaser, distributor or user to the place or places designated by you; (3) Remuneration paid to your regular "employees" for necessary overtime; (4) Hiring additional persons, other than your regular "employees"; (5) Expenses incurred by "employees" including transportation and accommodations; (6) Expenses to rent additional warehouse or storage space; (7) Disposal of "your product", but only to the extent that specific methods of destruction other than those employed for trash discarding or disposal are required to avoid "bodily injury" or "property damage" as a result of such disposal, you incur exclusively for the purpose of recalling "your product"; and b. Your lost profit resulting from such "covered recall". f. This Product Recall Expense Coverage does not apply: Hanover Insurance Group. OBFH940265 5701588 (1) If the "products - completed operations hazard" is excluded from coverage under this Coverage Part including any endorsement thereto; or (2) To "product recall expense" arising out of any of "your products" that are otherwise excluded from coverage under this Coverage Part including endorsements thereto. 8. Unintentional Failure to Disclose Hazards The following is added to SECTION 11 - LIABILITY, E. Liability and Medical Expenses General Conditions: Representations We will not disclaim coverage under this Coverage Part if you fail to disclose all hazards existing as of the inception date of the policy provided such failure is not intentional. 9. Unintentional Failure to Notify The following is added to SECTION 11 - LIABILITY, E. Liability and Medical Expenses General Conditions, 2. Duties in the Event of Occurrence, Offense, Claim or Suit: Your rights afforded under this Coverage Part shall not be prejudiced if you fail to give us notice of an "occurrence", offense, claim or "suit", solely due to your reasonable and documented belief that the "bodily injury", "property damage" or "personal and advertising injury" is not covered under this Policy. ALL OTHER TERMS, CONDITIONS, AND EXCLUSIONS REMAIN UNCHANGED. ,s� a RlekMww9a dDMdm r' F aAi6Araaov®ft s; Ay Am44 ® Risk Management Spetlalist 391 -1006 08 16 Includes copyrighted materials of Insurance Services Offices, Inc., with its pe rrr INSURED: Accent on Languages Inc. POLICY NUMBER: OBFH940265 EFFECTIVE DATE: 02/17/2024 to 02/17/2025 1. SECTION I - PROPERTY, if two or more of this coverage part's coverages apply to the same loss or damage, we will not pay more than the actual amount of the loss or damage. 2. SECTION 11 - LIABILITY, it is our stated intent that the various Coverage Parts, forms, endorsements or policies issued to the named insured by us, or any company affiliated with us, do not provide any duplication or overlap of coverage for the same claim, "suit", "occurrence", offense, accident, "wrongful act" or loss. We will not pay more than the actual amount of the loss or damage. If this Coverage Part and any other Coverage Part, form, endorsement or policy issued to the named insured by us, or any company affiliated with us, apply to the same claim, "suit", occurrence, offense, accident, "wrongful act" or loss, the maximum Limit of Insurance under all such Coverage Parts, forms, endorsements or policies combined shall not exceed the highest applicable Limit of Insurance under any one Coverage Part, form, endorsement or policy. This condition does not apply to any Excess or Umbrella Policy issued by us specifically to apply as excess insurance over this policy. G. Liberalization If we adopt any revision that would broaden the coverage under this policy without additional premium within 45 days prior to or during the policy period, the broadened coverage will immediately apply to this policy. H. Other Insurance 1. SECTIONI- PROPERTY If there is other insurance covering the same loss or damage, we will pay only for the amount of covered loss or damage in excess of the amount due from that other insurance, whether you can collect on it or not. But, we will not pay more than the applicable Limit of Insurance of SECTION I - PROPERTY. 2. SECTION It - LIABILITY If other valid and collectible insurance is available to the insured for a loss we cover under SECTION II - LIABILITY, our obligations are limited as follows: a. Primary Insurance This insurance is primary except when paragraph b. below applies. If this insurance is primary, our obligations are not affected unless any of the other insurance is also primary. Then, we will share with all that other insurance by the method described in paragraph c. below. 14 Hanover Insurance Group- OBFH940265 5701588 However, if you agree in a written contract, written agreement, or written permit that the insurance provided to any person or organization included as an Additional Insured under this Coverage Part is primary and non-contributory, we will not seek contribution from any other insurance available to that Additional Insured which covers the Additional Insured as a Named Insured except: (1) For the sole negligence of the Additional Insured; or (2) When the Additional Insured is an Additional Insured under another liability policy. b. Excess Insurance This insurance is excess over: (1) Any of the other insurance, whether primary, excess, contingent or on any other basis: (a) That is Fire, Extended Coverage, Builder's Risk, Installation Risk or similar coverage for "your work"; (b) That is Property Insurance for premises rented to you or temporarily occupied by you with permission of the owner; (c) That is insurance purchased by you to cover your liability as a tenant for "property damage" to premises rented to you or temporarily occupied by you with permission of the owner; or (d) If the loss arises out of the maintenance or use of aircraft, "autos" or watercraft to the extent not subject to SECTION II - LIABILITY, Exclusion g. Aircraft, Auto or Watercraft; and (2) Any other primary insurance available to you covering liability for damages arising out of the premises or operations, or the products and completed operations, for which you have been added as an additional insured by attachment of an endorsement. When this insurance is excess, we will have no duty under SECTION II - LIABILITY to defend the insured against any - -- insurer has a insured against insurer defend; do so, but we 391-1003 08 16 Includes copyrighted material of Insurance Services Office, Inc., with its pert RiskMetagnnmtAvivian RenE\vm S APpRov®Br. �'. ® Ruk Management Spetialist insured's rights against all those other premium in accordance with our rates and insurers. rules then in effect. c. When this insurance is excess over other 3. With our consent, you may continue this insurance, we will pay only our share of policy in force by paying a continuation the amount of the loss, if any, that premium for each successive one-year exceeds the sum of: period. The premium must be: (1) The total amount that all such other a. Paid to us prior to the anniversary insurance would pay for the loss in date; and the absence of this insurance; and b. Determined in accordance with (2) The total of all deductible and paragraph 2. above. self -insured amounts under all that Our forms then in effect will apply. If you other insurance. do not pay the continuation premium, this d. We will share the remaining loss, if any, policy will expire on the first anniversary with any other insurance that is not date that we have not received the described in this provision and was not premium. bought specifically to apply in excess of 4, Undeclared exposures or change in your the Limits of Insurance shown in the business operation, acquisition or use of Declarations for this Coverage. locations may occur during the policy e. Method of Sharing period that is not shown in the If all of the other insurance permits Declarations. If so, we may require an contribution by equal shares, we will additional premium. That premium will be follow this method also. Under this determined in accordance with our rates approach each insurer contributes equal and rules then in effect. amounts until it has paid its applicable J. Premium Audit Limit of Insurance or none of the loss 1. This policy is subject to audit if a premium remains, whichever comes first. designated as an advance premium is If any of the other insurance does not shown in the Declarations. We will permit contribution by equal shares, we compute the final premium due when we will contribute by limits. Under this determine your actual exposures. method, each insurer's share is based on 2, Premium shown in this policy as advance the ratio of its applicable Limit of premium is a deposit premium only. At the Insurance to the total applicable limits of close of each audit period, we will insurance of all insurers. compute the earned p premium for that f. When this insurance is excess, we will period and send notice to the first Named have no duty under Business Liability Insured. The due date for audit premiums Coverage to defend any claim or "suit" is the date shown as the due date on the that any other insurer has a duty to bill. If the sum of the advance and audit defend. If no other insurer defends, we premiums paid for the policy period is will undertake to do so; but we will be greater than the earned premium, we will entitled to the insured's rights against all return the excess to the first Named those other insurers. Insured. I. Premiums 3. The first Named Insured must keep 1. The first Named Insured shown in the records of the information we need for Declarations: premium computation and send us copies at such times as we may request. a. Is responsible for the p payment of all premiums; and K. Transfer of Rights of Recovery Against Others to Us b. Will be the payee for any return premiums we pay. 1. Applicable to SECTION I - PROPERTY Coverage: 2. The premium shown in the Declarations was computed based rates effect at the time If an person or organization to or for is the policy was issued. On each renewal, O whom we make payment under this of P Y policy continuation or anniversary of the effective has rights to recover damages from date of this policy, we will compute the another, those rights are transferred to us to the extent of our payment. That person or organization must do everything necessary to secUrP mir rinhtc nnri mimt do nothing after Ic you may waive yol wdtge�etoM. party in writing: Rsi ewm 6 ArreovED 8r. >�3 A A�w ®' Rok Management Spedalist 391-1003 08 16 Includes copyrighted material of Insurance Services Office, Inc., with its permissi< a. Prior to a loss to your Covered Property- b. After a loss to your Covered Property only if, at time of loss, that party is one of the following: (1) Someone insured by this insurance; (2) A business firm: (a) Owned or controlled by you; or (b) That owns or controls you; or (3) Your tenant. You may also accept the usual bills of lading or shipping receipts limiting the liability of carriers. This will not restrict your insurance. 2. Applicable to SECTION II - LIABILITY Coverage: If the insured has rights to recover all or part of any payment we have made under this Coverage Part, those rights are transferred to us. The insured must do nothing after loss to impair such rights. At our request, the insured will bring "suit" or transfer those rights to us and help us enforce them. Hanover Insurance Croup_ OBF H940265 5701588 We waive any right of recovery we may have against any person or organization with whom you have a written contract, permit or agreement to waive any rights of recovery against such person or organization because of payments we make for injury or damage arising out of your ongoing operations or "your work" done under a contract with that person or organization and included in the "products -completed operations hazard". This condition does not apply to Medical Expenses Coverage. L. Transfer of Your Rights and Duties Under This Policy Your rights and duties under this policy may not be transferred without our written consent except in the case of death of an individual Named Insured. If you die, your rights and duties will be transferred to your legal representative but only while that legal representative is acting within the scope of their duties as your legal representative. Until your legal representative is appointed, anyone with proper temporary custody of your property will have your rights and duties but only with respect to that property. 391-1003 08 16 Includes copyrighted material of Insurance Services Office, Inc., with its permis: �_. Fusk MnugmwaDwian REMEWED6APPRW BY: A4, "44 Al MIMPRisk Management Specialist ADDITIONAL INSURED ENDORSEMENT Policy Period: 22 September 2023 to 22 September 2024 at 12:01 a.m. standard time Insured: Accent on Languages, Inc Effective Date: 17 July 2024 at 12:01 a.m. standard time Policy Number: ATA-001562-0923 In consideration of the Insured's payment of the premium, it is hereby understood and agreed that the following: • City of Santa Ana Retro: 17 July 2024 Risk Management Division 20 Civic Center Plaza Santa Ana, CA 92701 And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance. The coverage provided hereunder to the above -named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory. Sexual abuse and molestation is excluded. All other terms and conditions remain unchanged. Authorized Representative: Barry Peters Countersignature: c 7Zm Date: 7/24/2024 s RAMmaganenOtisim ,+� �F:' RE\AE &APPRo Br. A- f, &Wd- MMW�Wn Risk Management Spetialist ACCEONL-02 RGREEN r ACOROW CERTIFICATE OF LIABILITY INSURANCE �� FDAA7`E(MM/DD/YYYY) 9/18/2025 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Renee Green NAME: PHONE FAX (A/C, No, Ext): (703) 547-5771 (A/C, No):(703) 563-1510 Alliant Insurance Services, Inc. 4530 Walney Rd Ste 200 Chantilly, VA 20151-2285 E-MAIL-ADDRESS: renee.green@alliant.com INSURERS AFFORDING COVERAGE NAIC # INSURER A : Lloyd's Syndicate 609 (Atrium Underwriters Limited) AA1126609 INSURED INSURER B : INSURER 7 Accent on Languages, Inc INSURERD: 2718 Telegraph Avenue, Suite 104 Berkeley, CA 94705 INSURER E INSURER F : COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE ADDL INSD SUBR WVD POLICY NUMBER POLICY EFF MWDD/YYYY POLICY EXP MM/DD/YYYY LIMITS COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ CLAIMS -MADE J OCCUR DAMAGE TO RENTED PREMISES Ea occurrence $ MED EXP (Any oneperson) $ PERSONAL & ADV INJURY $ GENT AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ POLICY J PEA J LOC PRODUCTS - COMP/OP AGG $ $ OTHER: AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT Ea accident $ BODILY INJURY Perperson) $ ANY AUTO OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY Per accident $ PROPERTY DAMAGE Per accident) ccident $ HIRED NON -OWNED AUTOS ONLY AUTOS ONLY UMBRELLA LIAB OCCUR EACH OCCURRENCE $ AGGREGATE $ EXCESS LIAB CLAIMS -MADE DED RETENTION $ $ WORKERS COMPENSATION AND EMPLOYERS' LIABILITY Y / N PER OTH- STATUTE ER ANY PROPRIETOR/PARTNER/EXECUTIVE I E.L. EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? (Mandatory in NH) N / A E.L. DISEASE - EA EMPLOYEE $ If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT $ A Professional Liab ATA-001562-0925 9/22/2025 9/22/2026 Each Claim 5,000,000 A Professional Liab ATA-001562-0925 9/22/2025 9/22/2026 Aggregate 5,000,000 DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) See attachment for coverage. signed Tu Tran DitallT.T,an Nguyen6y Nguyen 04.53.16-0700'3 APPROVED By Tu Tran Nguyen at 9:52 am, Sep 23, 202 City of Santa Ana Risk Management Division 20 Civic Center Plaza Santa Ana Santa Ana, CA 92701 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE J5��� 5] ACORD 25 (2016/03) © 1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD ADDITIONAL INSURED ENDORSEMENT Policy Period: 22 September 2025 to 22 September 2026 at 12:01 a.m. standard time Insured: Accent on Languages, Inc Effective Date: 22 September 2025 at 12:01 a.m. standard time Policy Number: ATA-001562-0925 In consideration of the Insured's payment of the premium, it is hereby understood and agreed that the following: • City of Santa Ana Retro: 17 July 2024 Risk Management Division 20 Civic Center Plaza Santa Ana, CA 92701 And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance. The coverage provided hereunder to the above -named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory. Sexual abuse and molestation is excluded. All other terms and conditions remain unchanged. Authorized Representative: Peters, Barry Frederick Countersignature: Alliant Insurance Services, Inc:. Date: 09/15/2025 253743468v.1