15 able to get resources out into the community it's about 4 hundred and 70 thousand in direct grants in addition to other in kind resources and we borrow a little bit from other programs to help our contingent organizations. we kick problem solving situations it's more about other capacities. we've just purchased listening except 3 will be maintained by the assess network and the community doesn't have to come to us they can control that on their own. i mentioned the community are interpreters program which could be another workforce program but it's by our department.

i mentioned certification we want to make sure our interpreters a quality and sensitive to the community. we have organizational programs and we'll be adding this and technology training for nonprofit. so in short i think we've made a lot of strategic programs in the community and this is for the advocacy of our community members we're just the vehicle to get that done. i want to thank you very much for your support i'll hope you will adopt the 2013 report >> that's great. >> thank you. thank you. and chair cowen. i want to say we're expecting

president chiu before the departments step up for their reports. in a moment we'll have the manager of the city hall and also the chief supervisor attorney or occ. we have a lady in the front row and lastly we have four tier departments we'll hear from. i want to say we also will have short presentations in the members of the community that make up the language assess group and are part of the effort that ms. pond brought up to have as partners. so i have to get used to the department of office of

community affairs and i'm glad we're spelling out the acronyms. we'll be hearing from nancy from 311 and from the department of children and families as well. i'm thinking before president chiu comes in we should here from the tier two departments. why don't we ask if one of the staff >> first of all, thank you for your hard work. just a couple of questions. i believe that the reporting specifically and i'm wondering i know that most of the departments are submitting reports but in terms of providing the access service let's say they're not able to is service what

does our office do to help achieve that you p. >> that's an excellent question we get a lot of requests from departments it's not they're trying to shirt their duty on filling the requirements but sometimes, it's difficult so they will call our office and consultant with us and we'll mouth a way to get this done. the mta will call us and we have the library we've partnered with. the penalty if that's your question which is the stick we use? we don't have one and that's not at the l a o is tied to the 3wub9 process i think the departments are very much aware.

we don't have any departments that that fight us on this. we look at each other as partners. we also get help from them with our other work and that's where it's moving. we're in this together we're trying to do a better job of severing our immigrants. >> the second question you mentioned it tier two departments are not mandated to get those reports so at this point will the departments be mandated to do so? >> that's an excellent question and that could be something up nor the amendments that could be proposed but roadway the ordinance doesn't provided a vehicle and the ordinance therefore we don't have that under our tool belt but we do

make training 345u7bd for all departments covered under this. >> and the last question the departments have provided 40 percent to language assess. obviously the departments aren't hiring but how is it that their cheating this huge increase of the assess in the budget. >> i think a lot of the departments are making efforts such as a the clean sweep campaign. prior to excuse me. i'm fighting a cold. prior to implementation they translated all the material and our department and other

resources to create materials and outreach mechanisms. >> all right. thank you. >> thank you very much. thank you, thank you, thank you madam chair and your staff. i have a couple of questions. maybe we'll have an opportunity to hear that but in terms of the tier one and two. it's not clear why some departments aren't tier one. this things seem essential 311 and the animal control given the number of pets we have in the city, the board of supervisors the mayor's office, the office of labor standards and enforcement that plays an important role to make sure people get their wages and the dependent on the status of women and the office of small business

given the large number of immigrant business owners so i think it would be really useful for us to have a more sort of larger discussion about whether or not the designation of tier one and two accurately rblths you know what the need actual say, i hope we credit this. the other thing is there any way to actually put for meat into this so there's an actual, you know, formalized standardized review process to that when the publicity perhaps when the budget is heard i know there has to be a report on language assess compliance by that

department and so that's know sort of an automatic thing that happens it could happen informally but whether or not it should be embedded in the ordinance. the other and it's more of a question about whether or not you have any experience with that population. one of the things we're seeing have seen more recently an increase in the number of speakers could you talk a little bit in terms of outreach to that population and especially important when it comes to access to a basic health care. thank you supervisor i neglected

to mention that's an important point we're working closely with an organization that represents the interests and concerns of very diverse community. we have about 4 thousand mayans living there and there are safety concerns and our community ambassadors are killer escorting some of the women we remember asked as the mayans try to navigate the street but we're working with the organization not only to help them with the capacity but to bring awareness they are a language assess grantee. we created a category in the

language assess grants program to allow for emerging the community needs and they and the african advocate networks are part of that. so you're absolutely right this is an important community we have actually developed a close relationship with them >> wonderful and the last point i would encourage you to think about expanding the ambassador program. i think it's wonderful you're in district 6 and 10 it's great you're there but i know there's a need for that in other parts of the city so i would encourage you to think about that >> we'd to have the unrikd grant or other resources you can help us locate we'll help with

that. >> thank you very much. can i just jump in chair cowen to say i know we have presentations from a number of departments and we're asking people to be as succinct as possible but i want to introduce president chiu pr president chiu after 2001 with our city having the limited public speaking population he was elected with might have and other people he h had advanced a policy that has in mind the priorities for immigrants. he has a number of points about the tier one and two >> first of all, i want to

thank supervisor mar for calling this meeting. in 2004 i authorized the language ordinance we have. i want to thank supervisor march and cowen and others to implement that. first of all, this ordinance was drafted with concern timelines so that during the upcoming budget process every year we could ask the different departments what their investing in the budget and frankly we haven't been as intelligent in zigzagging those committees. the second thing i want to mention is around the issue of tier one and two. we had a lot of discussions around the departments that should be considered tier one

and two and that are most interacted with the different populationss but it's time to revisit that list because there are so many needs in different areas. i want to mention one thing that's concerned me and this has been discussed. to say as a city we need to do better it plays some goals but we need to take it to the next level we still have a lot more progress to make. and the last thing is i happened to be at a community meeting e meeting in a neighborhood that wasn't chinatown and i heard from non- - from white

constituents of mine they had friends who either spanish speakers or chinese speakers didn't feel they can assess the police departments line or 311 lines. i know those are supposed to have language capacities and it's a matter of education the faculties available and i want to get a sense from any to let folks know we have language services >> thank you, president chiu. i want to say make one comment about the as - personally, i think that if we were a city that put communicating

effectively with whether or not language our community speaks we wouldn't have to have tier one and two. this is supposed to be a normal part of the business why are not we thinking about this from signage to the way we communicate. we want to keep our expletive e competitive edge our ambassadors and interpreters are out on the streets everyday trying to talk to communities residents and others about language rights and services and our cb o partners are out there doing the work of clients also telling me that you know, i have the right to request translation and

interpreter. my ideal would be to have every single employee tell them they can assess those services and we can move forward with the community partners they're doing the heavy lifting in educating our residents. i'm proud to support them but we have to work together to make sure it's correct and accurate and they check us in our interpretations and we do the same for them and i really want to thank our office for the work they've done and i know that a number of my colleagues have advocated for more money we have to put our money where our work

is i want to >> tracy: thank you for your work to get the language accessibility and the services available that were i know that essentially there was a beginning of a lawsuit that was suggested in the area of their lack of compliance with the ordinance requirements there and i think we are as a city beyond oakland but i want to make sure we're pushing the edge to insure we have a city that moves forward. i want to ask if our city building manager rob can come up. thank you for being here i know you have a lot of work to do. >> i'm with the building

management and security systems. i want to give you an update. since the last time, we talked the hardware is expected within three to four weeks we should have that in the first week of august and that will be four monitors two at the ground floor entrance and two one at each main level. those touch panels will be here first, the the programming we're working on that at this point instead of doing the website as originally planned we've partnered with e t and go through software recessions and those should be helpful.

our timelines we're planning at this point to go live by the end of august. if there are no other questions president chiu. i want to make a quick comment you, you know, this topic has come up and i think itself fair to say that we've having had other discussions i'm pleased in the next month this is actually going to happen. colleagues we had raised the issue in 2009 and city hall was trial not language assessable and we've been asking the city hall management to address this and i'm looking forward to seeing that >> thank you very much. there was some need to do software revisions instead of something that can be scaleable

and this will be a good solution >> thank you. the next department is our director of 311 nancy. >> thank you so much for being 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.