Interpreter Services Proposal Evaluation

Agency:

Interpreter services availability

(Write in days/ hours when interpreters are available to provide services)

Weekday hours
Weekend hours

Scoring

The table below is intended to be used as a guide for evaluating interpreter services proposals to Hennepin County. Some topics can best be scored with a simple True/False response, and others are better answered according to a scale. Provide a score for each topic and then add up the scores to arrive at an overall proposal score.

Topic / Criteria / Scoring Guide
Geographic service area / Can serve all seven metro areas (Hennepin, Ramsey, Scott, Carver, Anoka, Dakota, & Washington). / False = 0 or True = 5
Request for extra compensation / ·  Is willing to contract on a per hour basis (i.e. does not have two-hour minimum)
·  Does not request extra compensation for travel time, parking, & mileage.
·  Does not charge a referral fee.
·  Does not charge extra fees for after-hours coverage.
·  Does not charge a legal interpreting fee for services provided for Corrections, Probation, Jail, etc. / False = 0 or True = 5
False = 0 or True = 5
False = 0 or True = 5
False = 0 or True = 5
Rate Limits / Telephone rates do not exceed $1.25/min, on-site oral services do not exceed $42/hr, and ASL rates do not exceed $55/hr. / False = 0 or True = 10
B. & C. Relevant current or past experience / ·  Has been providing interpreter services for at least three years
·  Has had previous experience providing services for Hennepin County or similar clients without major problems/complaints / False = 0 or True = 5
False True
0 1 2 3 4 5
D. Background and qualifications of staff / Administrators/ service coordinators/ staff appear to be well-qualified to perform duties required of them. / False True
0 1 2 3 4 5 6 7 8 9 10
E. & F. Interpreter training and competency verification / ·  Training offered and/or required by agency is comprehensive and effective.
·  Outside training or certification has been completed by the majority of staff (e.g. University of MN’s Community Interpretation Program and/or certification in legal interpreting MN Supreme Court Programs).
·  Agency will incorporate Countywide Interpreter Standards into their training process.
·  A comprehensive process to verify interpreter competency is utilized (e.g. interviews at initial hire, background checks, performance reviews, etc.) / False True
0 1 2 3 4 5
False True
0 1 2 3 4 5
False = 0 or True = 5
False True
0 1 2 3 4 5
H., I., J., & K.
Service provision
* Scores should be added up and then averaged. Do not score services that are not provided; simply mark with N/A and omit from average score calculations. / ·  If on-site interpretation is provided,
Services are guaranteed within one hour of initial request
·  If telephone interpretation is provided,
Services are available either immediately or within fifteen minutes of initial request.
·  If sign language services are provided,
- Level 3 certification is required of general and medical interpreters
- Services are guaranteed to be provided within two hours of the initial request.
·  If translation services are provided,
- The review/proofreading process is thorough (e.g. include a community panel review and back translation)
- Turnaround times are generally three days or less / On-site
False = 0 or True = 10
N/A
Telephone
False = 0 or True = 10
N/A
Sign language
False = 0 or True = 10
False =0 or True = 10
N/A
Translation
False = 0 or True = 10
False =0 or True = 10
N/A
*AVERAGE SCORE ____
L. Service request processing procedure / ·  Requests are handled by a live operator instead of an answering service/voicemail
·  Calls are answered 24 hours/day. / False = 0 or True = 5
False = 0 or True = 5
M. Quality of service self-evaluation / A thorough effort is made to self-evaluate the quality and effectiveness of services provided, (e.g. regular staff performance evaluations, complaint investigations, etc.) / False True
0 1 2 3 4 5 6 7 8 9 10
N. Invoices / Invoices are formatted to enable health care providers to bill in 15-minute units of services / False = 0 or True = 5
O. Statistical reports / Reports including costs, language usage, and general interpreter usage by Hennepin County departments and subunits are available on a regular basis. / False = 0 or True = 5
P. Ability to adjust to changing needs and trends / Is able to reasonably and effectively adjust to changes in Hennepin County needs or changes in emerging language groups. / False True
0 1 2 3 4 5
Q. Confidentiality policies and procedures / Ensures client confidentiality through policies and procedures in compliance with MN Data Practices Act and HIPAA. / False = 0 or True = 10
R. Meets insurance requirements / Can provide assurances or documentation that agency meets insurance requirements in Section 7b of Appendix C. / False = 0 or True = 5
S. Fair wages and benefits / Interpreter wages meet or exceed $18/hour. / False = 0 or True = 5
U. Cancellation policy / ·  Requires only one step to cancel interpreter requests (one phone call, e-mail, fax, etc.)
·  Requires one hour notice (or less) in order to cancel request
·  Does not charge for cancelled appointments / False = 0 or True = 5
False = 0 or True = 5
False = 0 or True = 5
V. Failure to appear policy / Has a written policy on the failure of interpreters to appear for scheduled appointments that includes a clause / False True
0 1 2 3 4 5
Bonus Section*
*If these particular topics are covered in the proposal, award bonus points accordingly. / ·  Requires interpreters to wear an identification badge at all times
·  Has and enforces a dress code policy
·  Has and enforces a cell phone policy (e.g. cell phones must be shut off while working in a medical setting) / False = 0 or True = 5
False = 0 or True = 5
False = 0 or True = 5
TOTAL SCORE
(160 possible + 15 bonus )

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Interpreter Services Proposal Evaluation