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. so, i mean something tells me 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 limited english proficient and 8 periods of time spoke spanish and 8 percent were chinese services. the office of small business provides over 25 forms etc., translated in chinese and spanish and the materials are around especially the disability the ada compliance packet have been translated in spanish and vietnamese and russian and others >> i know you're a small office but 40 percent of your staff are

bilingual especially in chinese dialogues or spanish but your 12 percent is a much smaller number than the exciting percentages by limited proficient owners what do i attribute to that low english speaking clients? >> some of it is that - i mean, we have emphasized more on the chinese because we're able to provide those services and as i said we'll bring in interpreters. we also find that many business owners they may have limited english capabilities they know they have to be communicating with freshen in english so they

also while the conversation may happen in other language their how do i want to say it they know they have to understand the business in the regulatory structure in english if that make sense. and you know, i could possibly is if we did have an individual who spoke another language we might see on increase in that. we utilize our south asian you community center to help provided some of those resources as well. we do track by districts in terms of our clients served. so districts with the most limited english proficient businesses that we serve are district 3, 4, 7, 9 and 11.

and those also are fairly reflect active of a number of individuals that have limited english prosecutors if their district. this slide gives us an overview of the districts served and tracking the 3 languages chinese, english and spanish. and this the office of small business this is an overview and notes the specific services that are for the english proficient businesses but just to give you an idea of the overall client we serve 52 percent are in the start up mode and the next are

27 mode are in the start up phase and just about to starter their business. the next part provides an overview of the types of businesses the individuals come needing assistance and understanding the regulatory requirements and the types of businesses. this slide provides on overview of total clients served and the next slide is the tracking by district so 8 percent of the clients that we served in district 1 are limited english proficiency and district 101

percent >> the next slide reiterates the number of staff we have on hand in the language skills. asia part of the reporting requirement we do track to be able to report through the office of economic and workforce development to have the type ofs of documents we have on hand and in what languages. and that concludes my presentation >> i know that supervisor campos had raised a concern looking at some tier two departments with the expectation they should have been tier one departments what's our thoughts on the mom and pop that don't seem to be educating those

services. >> i think it's completely fine for us to be the tier one department by supervisor campos said we have a high number of - i mean, we have a large number of businesses where the business owners english is not they're first language so it's completely appropriate. and, you know, we're happy to separate ourselves and identify ourselves separate if that's what the supervisors would like. >> i know how hard jan and others have worked but the support would help you go a long way. >> i want to thank they're willingness to do that or i know you're doing a lot of the

business but moving to tier one will lead to a lot of the resources but i appreciate our willingness to dothat. >> thank you if there are are no other questions. the next sprj from the deputy office of the county clerk thank you very much for being here >> good morning supervisors. my name is is ken i'm the deputy director with the office of the county clerk. briefly our services i'll explain and i'll go into a brief description of what we're doing

in. reprovided records such as a the partnerships and this include the forms of no republics and process server. we have partnered are 311 as nancy has spoken earlier they're taking our calls for the majority we feel that the demographics is spanish and chinese speaking. also our services so far non-in person through the phone we'll route our calls to use 311 as a resource. we also have translation template forms if the public comes in