here. >> morning. i had sent in a power point but i don't know if it went through. so good morning supervisors. i'm nancy director of the 311 customer service center. i'll give you a brief over of the language assistance to the public. so at this time which people call 311 they have a language option selection one for english and two for spanish and 3 for chinese or 5 for the t g u assess. if they press the spanish or chinese option and we have a representative available it will transfer the call to one of them

or it would go to any of our 64 customer service reps and the rep would connect them to the language line interpreter at this .311 we have 5 bilingual chinese rep and 3 spanish speaking rep and when we put any posts for employment we always encourage the sign language interpreters and others. we have nearly 1.5 million calls and have those we have 16 thousand plus that required assistance other than english. this represents about 1.1

percent of calls that were placed to 311. we did incur the language. we monitor the language line calls we have to make sure their answering quickly so we do monitor that and we do in partnership with the other departments we had complaints of our reps not connecting quickly enough so at this point we see an average of connecting time of 30 seconds the wait might be longer, however, and if any reps wait for over 3 minutes we have an internal process to work be. and last year, we got less than

5. we have seen an improvement and we were able to negotiate with the partnership with the o sea there's a penalty were there charges if they're not connecting us quickly enough. within the non english call percentages our top 5 languages our chinese and spanish are our main ones and the other 3 are research korean and japanese. actually that we're getting. russian. and what languages are being requested out of the 1.3 percent of non-english language outside of the spanish and chinese we get a range of languages and that's where we rely on the

language line assistance because we'll get some that are not as well known so this is the various requests we've received. when we work with the departments we do try to take into consideration the language issues such a when we partnered with the leadership of president chiu and the city administrator in working with victim services where they didn't have access to the city attorney's office after hours we worked with them so after hours those calls come to 311 so we can assist them and refer them to the shelter or connect them to police and we have the website with the perspire they made the site so

resources would be available. we have partnered with the sunset city clerk's so we're recognizing that a large majority of them are spanish speaking and all the calls went to 311 so we could assist with those communities. as adrian mentioned we train the community ambassadors so when they're out on the streets they can educate the people on the 311 services and that's our presentation >> i have a quick question so the 1.1 percent of all calls to that 11 require assistance other than english highway has that changed over the years. >> we would love to see people help us, you know, get outreach to let people, you know, we

provided that service but we have seen it stay at that level. >> and yeah. it does seem like the community based partners you limited english speaking person would be a vietnamese popcorn to call the center. i know for the language assess network the african c a has other partnerships but i want to see on increase of the call given it was 346 percent of the population that speaks other than the language at home so 1.1 percent that population in the city shows me there's a lot of folks not educating the services. and there's a delay in the lag

time so that's a barrier as well. 30 seconds on hold is a long time for people >> first of all, i want to thank 311 and your literally you've been a great model. my question is about really main lines within city government that are not 311 like the non emergency line if you're calling the planning department or any of the lines we have. oftentimes you call and you don't speak english it's hard to access that could you talk about that with the authorities of the other main lines and how to make them assessable. >> a number has access to the

translations as well, with the reports. when you call that line you get a live person and that person can't speak the language >> i'd prefer the police department to respond to that because my understanding is they can connect to an interpreter. in terms of the main numbers to the other departments they have a city contract with the line so each city has their own code to dial to get the interpreter services >> so if you have an english speaker and they don't recognize the language coming in hopeful that person can figure out that. >> what we do for 311 we could

have the same problem the language line has like a cheat sheet per say that allows us to learn what the language, you know, request is within their language and what we found is most people who don't speak english do learn - we know how to connect them. >> supervisor campos. i want to follow up on the question that supervisor mar had made. 36 percent of folks here speak another claung. a

lot of those folks are not aware or don't feel like they can call 311. i know your office don't great work human resources how do you publicize the 311 service so it wloongz to everyone not just the english speaker >> well, we don't have marketing funds so the best way to advertise is to make sure that every department has the 311 logo. we try to get brochures to them. one of the things we do is partner with the school district and part of their third grade curriculum is to learn about san francisco so we worked on two of

the plans four did school district so the teachers will teach and under government section plan we're teaching them about 311. if children learn about it they'll go home and tell their parents about that interest so particularly i know that for myself my grandmother would come to me we recognize that's part of the culture so if we teach the children they, educate their parents. we try to have the brochures at the library but it is difficult. i mean with no marketing money we're just trying to be creativity on how we know do more outreach on limited english

speaking communities. >> i appreciate the challenge. i would at least ask for consideration of marketing in those monolingual community. i know we all see the huge benefit of 311 it's a great program and service and clearly there's a large sector of the population that's not educating it. with that population that you need to go beyond the typical outreach and you actually engage in some marketing. i don't know what the finding limitations are but that's something we should explore and with the kind of investment it's worth it >> so as we recognize the need that's one way we can educate

people by transferring them to 311 i completely agree with what you're saying. >> thank you. i appreciate it. the next speaker is from the department of children and youth. i don't see - >> and then right afterwards we have 3 more folks.

>> so thank you for the slides and . >> it would be easier for me - okay. >> thank you. >> good morning supervisors from the department of youth and their families. maria our director had a meeting scheduled so i'm going to be here. i'm going to go over what we're doing we're a two tier department we realize that

language assess it is important. particularly in educating services. we make sure that our children can access our services we work closely with other departments. all of the services we provided are done through partnership with the community based organizations. so one of the ways we mayor to get out the information to the community is by working with our cb o partners. so if all our partners have to meet some minimum standards and language it one of them. so all programs and resources have to assure effective communication and with the - the way we do this is we require all the applications and rules and scheduled etc., to be translated

into the community that's being being served. we are require that the comment show an respectful attitude towards the residents. we work throughor operation to make sure we're getting the information out correctly is through a variety of ways. all the information we do have translated into different languages. for example, when we did our assessment we went to different communities meetings we make sure we had the interpreters present. as i stated before including the surveys are pushed the english, spanish and chinese and about thirty he percent of our staff speak english like thirty

percent. annoy we just started a new 3 year process and we have an rfp and a new strategic strategy. we've grand more money into our lisp development strategies so that's a new strategy that's going to be going forget and >> all programs are to be presented and the programs served about 3 hundred plus children. i'll be happy to answer any questions >> i was going to thank you for the presentation i think the new

english learner strategy is a great way to learn about the great opportunities for the department of children i did not get and families. i had a question you serve about 11 thousand children with language prosecutors but the population in the city is probably much hyper that and i wonder if you have any thoughts about why - i think there's about a little bit over 11 thousand kids in the city and your serving only about half of them >> this is the information. i mentioned before we have some minimum standards and so when we - and a part of my understanding we actually got out and look at the information that the cb os are keeping on their participants and one of the

requirement that you actually - and so this is based on what's been reported by the community organization that we actually serve. i could follow-up with program staff to find out why that's lower than reported. >> and i think it's commendable your staff is about a third of them speak a language other than english. it would be useful in the language access he report to see what bilingual or multiple lingual staff you have. i don't see any other questions thank you for the presentation. the next speaker is the chief attorney for the office of complaints >> thanks for having me here.

i'm here on behalf of my colleague. we unfortunately had little notice of this but we're rather prepared to give a report on what we do. as you know and for the sake of everyone who might be asking the o sea is the office of complaints. we began operations in 1983. we're charged with investigating complaints and receiving and making i haven't had complaints of any success including acts or omissions by scorn members of the san francisco police department. we have 35 staff. and in i will say that there are - approximately 5 main areas where the occ focuses it's

language access effort. there are more than those but the main 5 we have is the services we provided directly like intact we have to have staff that can take complaints in many languages. we also have to have investigations we have to investigators and individuals in order to facilitate our investigations themselves. we have a program that we mediate the complaints. we have an outreach component we talk about the certifies we provided but help with the communicating needs of tier one departments, the san francisco police department and the fact they're also available and, of course, we help with policy recommendations for the tier one

departments the san francisco police department as well. v very briefly we have our staff at this point speaks multiple languages like france mandrin and cantonese. we have the access to the - our staff if their you unjacob to help someone in person or telephone we'll definitely use the language line. in 2012 most of the complaints were in english. we had a number in many other languages. 2 percent were in spanish, 5 cases in cantonese and only one

russian case and a number of others languages not listed here bylaw but our annual report is on line. we also take complaints by phone and acknowledging and immediately call people back payroll now a very large part of our outreach is by brochure. we have our office services brochure translated into 5 different languages, spanish, china's which can be read either way vietnamese and russian and arabic as well. we have a mediation brochure that we can mediate concerns. we have those brochures in the 5 languages as well.

we also provided know your rights for youth san francisco brochure that's also translated into those 5 languages. a very, very large part of the mission of the organization cc is to provide outreach to make sure that the community is aware we exist so they know where to come to voice their complaints or concerns about members of the police department. as part of our outreach effort and given the fact we don't have the budget we make sure that in every individuals performance plan every investigator and attorney and staff men are required to put in minimum hours per year in outreach. that means to us to go out in the community and going to meetings and describing all our

brochures. the individuals get out of the office and the community gets exposed to us and the other way around. the part of our mission that requires that we also work with the police department in giving that tier one department assistance with policy related to the language access requirements they have. so we do have a policy in fact, this works with the police department and we've made a lot of effort in helping that department directly. that's in a capsule what we do >> imply questions? thank you very much for the presentation. >> the next speaker is our

patient director. >> and she'll be followed by a gentleman of the county clerk. then afterward we'll hear in michelle from the chinese access network and the fund department advocacy group and i'm not sure if the next person is here but perhaps somebody 0 else from the language access network >> hello supervisors.

thank you for allowing the office of small business to present our services that we provided regarding our limited proficient small businesses. we're a tier two department because we're in the workforce development ear we report through the office of economic enforcement department the criteria that is asked of us. the information is included in the office in the reporting but i may not see the isolated and separated out. the office of small business we're commented to serve our limited small businesses. we understand the difficulty

navigateing our licensing process and being be able to understand it in english. many business owners are intimated and in navigateably the system so we help the limited especially folks. currently on staff we're able to provide english serves in cantonese and other and we have other languages we serve as well. if we have other language needs we access the language line or we'll schedule an appointment and an interpreter to come in so

we can provided the one-on-one services. we've provided the business assistance to persons who are deaf as well. so i kind of a reminded you know that our small businesses are the economic engine of our city we have 95 percent small businesses under 1 hundred employees 76 percent are solely proprietors. as i noticed our multiple lingual we do case management and we'll provided one-on-one assistance with our case managers we do a cheng list with the federal requirements where we can work with our state and

federal departments if they have multiple language materials we have those on hand. and as i noticed the language we're able to provide at any time on site. so in the fiscal year 2011 and 13 the small business served 4 thousand clients. when we work with our clients while he ask they be able to identify by demographic basis this is voluntary. but we track when we provided services in a particular language. so there's a bit of on error it's not fourteen percent of all of the o s b clients it's 12 percent that are