BEST PRACTICES
Bilingual Staff
In San Francisco, we are fortunate to have choices when sourcing language services — a robust selection
of vendors, excellent community partners with both linguistic and cultural competency, and a talented
pool of bilingual City staff. With all these tools on hand, it can sometimes be difficult to determine which
is most appropriate for each situation.
Bilingual Staff Is Best
Whether it is at a public service counter, answering phones, or conducting
neighborhood outreach, City staff are the most knowledgeable about how the
department works, what services are offered, and how to navigate public
processes. Staff are more successful when they have access to the proper training
and tools, such as language glossaries and frequently asked questions (FAQs).
Community Partners for Community
Outreach
Just as department staff know best how their departments function, San
Francisco’s community-based organizations work in-language every day, helping
LEP individuals access services. They can help provide feedback on the best ways
to outreach to and communicate with LEP populations.
Vendors for Professional Expertise
While having bilingual staff is the best way to assist LEPs with accessing City
services, there are times when they may not have the technical expertise needed.
This is especially important for appeals or hearing processes, where precision
with technical and legal language is vital.
These are broad guidelines for how departments can improve language services for San Francisco’s LEP
population. OCEIA’s Language Access Unit provides consultations for departments to analyze and improve
their internal systems, as well as trainings for staff to refine and grow their language access skills.
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