LEP Client Interactions
Limited English Proficient ( LEP ) client interactions track the total number of LEP individuals who used a City department ’ s services . A Department can use one of three methods to collect this information :
Intake Method ( Recommended ): Collecting information during the Department ’ s intake process for all clients ( members of the public who are served by or interact with the Department ), including appointments , walk-ins , public events , and outreach .
Survey Method : Conducting an annual survey of all contacts with the public made by the Department during a period of at least two weeks .
Telephonic Interpretation Method : Calculating the annual total number of requests for telephonic interpretation services .
Since FY 2014-2015 , LEP client interactions across all languages generally have trended upwards , with the average number of annual client interactions estimated at 862,279 . In the past fiscal year , City departments reported a total of 1,012,482 LEP client interactions , which is above the five-year average ( FY 2017-2018 through FY 2021-2022 ) of 918,222 interactions .
City departments ’ aggregate interactions with LEP clients increased by 16.70 % from the previous fiscal year , from an estimated 867,574 interactions in FY 2021-2022 to 1,012,482 interactions in FY 2022-2023 .
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