ACWM LANGUAGE ACCESS PLAN
Introduction
ACWM protects the state’s agricultural industry and consumers, ensures integrity in the marketplace, guards the health and safety of residents, and improves the quality of the environment through enforcement of federal, state, and local laws and regulations. The language access plan establishes a strategy for ensuring and improving access to services and equitable Due Process for those whose primary language is not English and who have limited proficiency to read, speak, write, or understand English.
ACWM Mission
To protect the environment, agricultural industry, residents, consumers, and business operators through effective enforcement of federal, state, and local laws and County ordinances, in the areas of health, safety, and concerns of County residents. ACWM understands that linguistically and culturally responsive communication is critical to ensuring protection, maintaining an equitable regulatory environment, aiding those we regulate in understanding compliance requirements, and providing high-quality public services. ACWM is committed to ensuring that all who interact with our department are provided with equitable and reliable accessibility to all services.
ACWM Priority Languages
The main client population for ACWM consists of individuals and businesses involved in various agricultural, commercial, and consumer-related activities. Primarily, individuals and businesses engaged in agricultural production activities, residents of Los Angeles County who are impacted by the sale of goods, such as groceries, produce, and other commodities which may be subject to weight and measurement laws, businesses and individuals involved in pest control, pesticide application, and industries that require measurement verification, such as gas stations, and grocery stores.
Based on the highly diverse public services provided by the department and the demographic analysis of the vital consumer populations we service, the following priority languages have been identified:
- Spanish
- Armenian
- Vietnamese
- Cantonese
- Mandarin
LANGUAGE ACCESS POLICY
Policy Statement
It is departmental policy to provide timely and meaningful bilingual services to consumers and residents who are speakers of a Language Other Than English (LOTE speakers). ACWM is committed to improving access to services for LOTE speakers by providing effective language assistance.
Scope of Policy
The department’s language access policy serves as the guiding resource which will outline how ACWM personnel will communicate and interact with consumers, residents, business owners, and the public who are LOTE speakers. ACWM is required to provide LOTE speakers with equal opportunity to have access to all services provided.
Members of the public are entitled to receive language access assistance from ACWM when accessing public services or information offered by the department. Language assistance is available to individuals who are LOTE speakers—those who do not speak English as their primary language and have limited ability to read, write, speak, or understand English.
In compliance with the Dymally-Alatorre Bilingual Services Act (California Government Code §7290 et seq.) and other applicable state and federal laws, ACWM provides language assistance services at no cost to ensure meaningful access. These services may include in-person (service counters, field inspections, etc.) or telephonic interpretation and translation of vital documents, depending on the individual’s needs. To request language assistance, members of the public may contact ACWM directly or ask staff for help at the point of service.
The department is required to have certified bilingual employees available to provide language assistance services to customers in the ACWM Priority Languages, currently identified as Armenian, Spanish, Vietnamese, Mandarin, and Cantonese. The department utilizes the On-Demand Interpretation Services (ODITS) telephone interpreter services to provide language assistance services to LOTE speakers who speak a language other than the Priority Languages or require impartial interpretation services during departmental Administrative Hearings. These interactions will take place telephonically and will ensure delivery of fair and accurate services without disruption to our clients.
KEY TERMS & DEFINITIONS
Speaker of a Language Other Than English ("LOTE"). LOTE refers broadly to any language that is not English. It's a neutral descriptor of linguistic diversity and does not imply any lack of skill or proficiency: Also known as Limited English Proficiency (LEP).
LEP is a legal/administrative term used to describe individuals who do not speak English as their primary language and have a limited ability to read, speak, write, or understand English, or English Language Learner (ELL), this designation refers to individuals who do not speak English as their primary language and who do not read, write, or speak English.
Preferred Language: The primary language in which an individual prefers to read, write, and speak.
Interpretation: Rendering spoken or signed language into another language while maintaining the meaning and tone of the language.
Translation: Rendering written communication into another language while preserving meaning.
Vital Documents: Documents that affect enrollment, continued participation, or termination from a County program, benefit, or service.
Language Access: The provision of free language assistance to LOTE speakers in their preferred language, including through interpretation and translation services, to help enable reasonable access to and an opportunity to fully participate in the services, resources, and programs administered by the County.
Language Access Complaint: Common scenarios include, but are not limited to, the availability of language services not communicated to the public, when language services were not provided when requested or when the quality of language services did not meet the needs of the LOTE speaker.
PROCEDURES
| Points of Contact | Available Language Assistance Resources | Procedures for Accessing Language Assistance Resources |
|
Initial inquiry (in-person) |
The customer service counters have bilingual staff for most languages spoken. Additionally, there is an agreement with ISD for On-Demand Interpretation and Translation Services (ODITS). |
1.) Request language access upon arriving at a customer service counter. Complete the language access request form. 2.) If the employee is not certified to speak the requested language, the employee must contact a staff member that is certified from the list of bilingual staff or contact the ODITS to obtain an interpreter. 3.) Provide the operator with the following: Language needed, County Department, Employee Number, and Cost Center Number. |
| Initial inquiry (telephonic) | The telephonic consultations are conducted by bilingual staff for most languages spoken. Additionally, there is an agreement with ISD for On-Demand Interpretation and Translation Services (ODITS). |
1.) Request language access upon consultation. Complete the language access request form. 2.) If the employee is not certified to speak the requested language, the employee must contact a staff member that is certified from the list of bilingual staff or contact the ODITS to obtain an interpreter. 3.) Provide the operator with the following: Language needed, County Department, Employee Number, and Cost Center Number. |
| Public / community meeting | Meetings are attended by bilingual staff. There are also information flyers in most languages. | N/A |
| Other: Routine Inspections | Inspectors that are bilingual can assist, or assistance is provided via the On-Demand Interpterion and Translation Services with ISD for Language Interpretation Services. |
1.) Request language access upon consultation. Complete the language access request form. 2.) If the employee is not certified to speak the requested language, the employee must contact a staff member that is certified from the list of bilingual staff or contact the ODITS to obtain an interpreter. 3.) Provide the operator with the following: Language needed, County Department, Employee Number, and Cost Center Number. |
| Other: Administrative Hearings | The Language Interpretation Services Master Agreement with ISD for On-Demand Interpretation and Translation Services. |
1.) Contact the ODITS to obtain an interpreter. Complete the language access request form. 2.) Provide the operator with the following: Language needed, County Department, Employee Number, and Cost Center Number. |
| Other: Licensing examination for Pesticide Applicators | Examinations are proctored by bilingual staff. | N/A |
| Other: Registration | Employees that are bilingual assist with registration. Additionally, assistance is provided via the Language Interpretation Services Master Agreement with ISD for On-Demand Interpretation and Translation Services. |
1.) Contact the ODITS to obtain an interpreter. Complete the language access request form. 2.) Provide the operator with the following: Language needed, County Department, Employee Number, and Cost Center Number. |
Identifying Preferred Languages
ACWM identifies LOTE speakers’ preferred languages by conducting demographic assessment and regular communication with consumers, residents, homeowners, and the public. With their feedback, skills and resources can be delivered at interactions, such as routine inspections, administrative hearings, licensing examinations, customer service counters and telephone calls. The current preferred languages are Spanish, Armenian, Mandarin, Cantonese, and Vietnamese.
Vital documents
ACWM will identify, translate, and make accessible in various formats, including print and/or online, vital documents, including brochures, publication, consumer resources, crop reports, complaint forms, and department website, etc. Such as:
- ACWM overview Brochure
- Pest Detection Brochure
- Coyotes Brochure
- Hazard Abatement Brochure
- Good Pricing Practices Brochure
- Complaint Forms
- Registration Fee Information
- ACWM Resources
- Administrative Hearing documents
- Beekeeper Registration
- Various Registrations
Notification of Language Assistance
ACWM will proactively inform LOTE speakers that language assistance is available at no cost. The department is committed to ensuring that dissemination of information to the public is made accessible to LOTE speakers. Notification methods will include:
- ACWM’s website can translate its content
- Multilanguage posters and/or signs, in all public facing offices promoting the language access services availability
- Multilanguage posters and/or signs at outreach events
- Notification to those participating in Administrative Hearings that they can receive free and impartial translation and interpretation services from our department
Evaluation of Language Assistance
The department has qualified bilingual employees available to provide language assistance services in the currently identified Priority Languages. Bilingual employees are certified in speaking and writing the identified priority languages. Bilingual employees have direct, real-time interaction with members of the public, small business owners, field laborers, vendors, and consumers. The interactions are in person (service- counter, residence, business), or over the telephone. The department also utilizes the ODITS vendor telephone interpreter services to provide language assistance services to LOTE speakers who speak a language not represented within our workforce when contact is over the phone or in person.
On an ongoing basis, ACWM will assess the language needs of consumers, residents, business owners, and the public, to update policy, processes, and to increase awareness of, and implement language assistance services for LOTE speakers.
ACWM’s language assistance services are request-driven. Consumers, residents, business owners, and members of the public who are speakers of a Language Other Than English (LOTE) can request interpretation and/or translation services when seeking information, accessing services, or participating in an Administrative Hearing.
Annually, ACWM will conduct assessments of ongoing language access needs and the comprehensiveness and effectiveness of the services being provided; identify gaps where language assistance services are inadequate; and work to enhance the services.
Complaint Process
The Language Access Services Complaint form allows LOTE speakers to submit language access complaints in person or electronically. The form is available in multiple languages. Additionally, language access complaints may be submitted orally. However, use of the complaint form is encouraged to ensure tracking of complaints.
Within 30 days after the complaint is received, an ACWM Language Access Representative will send the complainant a written acknowledgment that ACWM received the complaint. An ACWM Language Access Representative will conduct a preliminary review of all complaints to determine whether the complaint can be informally resolved or whether the complaint warrants additional investigation. Within 60 days of receipt of the complaint, ACWM will provide notice of the outcome.
For non-complex language access-related complaints that can be resolved rapidly, a written response to the complaint indicating that the complaint has been resolved will serve as both acknowledgement of the complaint and notice of outcome.
Training
ACWM employees receive comprehensive language access training to ensure they are fully familiar with the department’s language access policies, procedures, and guidelines. This training equips staff with the skills necessary to effectively communicate and deliver efficient services to a diverse community, including significant populations of Spanish, Armenian, Vietnamese, Cantonese, and Mandarin speakers. The ACWM Training Unit provides this instruction during employee onboarding and offers refresher courses biennially to all current staff to maintain and enhance their language access competencies.
Community Outreach & Engagement
ACWM’s community outreach and engagement strategy is intentionally designed to address the linguistic diversity of the populations we serve, with a particular focus on Spanish, Armenian, Vietnamese, Cantonese, and Mandarin speakers. This approach ensures that communication is accessible, culturally relevant, and effective, fostering stronger community relationships and promoting compliance with regulations. Our outreach efforts focus on two primary methods of communication with the public and businesses:
- Multilingual Website Access:
Our website offers visitors the option to select their preferred language, providing key materials and information in multiple languages. This feature is widely used and proven effective across many County departments, enhancing accessibility for non-English speakers. - In-Person Outreach Events:
At community events and public meetings, we ensure the presence of bilingual staff fluent in the primary languages of the communities we serve. We also provide printed materials in multiple languages to support understanding. For languages not represented among our staff, we utilize professional On-Demand Interpretation and Translation Services to guarantee clear and accurate communication.