doc_1835966

WINDERMERE POLICE DEPARTMENT GENERAL ORDER Effective Date: October 4, 2022  Rescinds Amends New Policy Number: 11.2 SUBJECT: Limited English Proficiency Print Date: 10/04/22 Distribution: All Personnel Review Month: October This order consists of the following: 1. Purpose 2. Policy 3. Definitions 4. Procedures 1. Purpose To provide guidelines for effective communication with people who do not speak or understand English. 2. Policy Throughout the course of their duties, agency members may encounter people who do not speak or understand English. The agency provides the same services to all persons regardless of their ability to speak or understand English. To help facilitate this, t he agency encourages hiring of members who speak languages other than English. The agency also utilizes other avenues for interpreters such as other public agencies and Language Line. 3. Definitions A. Language Card – A card supplied by the Language Li ne service with 95 languages instructing the reader to point to the language the reader speaks. B. Language Line – A telephone interpretation service subscribed to by Communications through the Orange County 9 -1-1 system. 11.2, Page 2 4. Procedures A. Non -English Spea king Individuals Initiated by Telephone 1. Upon receipt of a telephone call from non -English speaking persons where it appears that there is an emergency (caller’s tone, whispering, yelling, screaming, disturbance in the background, by some word or phrase recognized by the member, or by other means), the member shall immediately transfer the call to the contracted Communications and advise that there is a possible emergency. Communications will then follow the procedure outlined in the Interpreters/Language Line policy. 2. Upon receipt of a telephone call from non -English speaking persons where it appears that there is no emergency, the member answering the phone shall determine if someone is available within the agency who speaks the caller’s language. If thi s can be accomplished within a reasonable amount of time, then the agency interpreter may assist. If not, the member shall transfer the call to Communications and advise that a non -English speaking caller is being transferred to them. Communications will then follow the procedure outlined in the Interpreters/Language policy. B. Non -English Speaking Individuals Initiated by Direct Contact 1. Each member shall be issued a language card provided by Language Line (Appendix A). The proper sequence for the operati on of the Language Line Service is printed on the front of every language card. 2. When a member is in contact with a non -English speaking person during his or her normal course of duty and an interpreter is required, the member shall: a. Show the non -English speaking person the language card to have that person point to the language(s) spoken. b. Contact the on -duty supervisor and advise him/her of the situation and the languages(s) that person speaks. c. If it is determined that Language Line service is needed, t he on -duty supervisor or Command Staff personnel will approve the use of the service needed. 11.2, Page 2 d. The member will then establish telephone contact with Communications. e. Communications will then establish contact with the Language Line service and provide the correct user code to activate the service. 3. Another source for interpreters would be the foreign consulate of the respective country for the person in need of an inte rpreter. 4. Friends and family members who speak and understand English may be used to translate for those who do not speak and understand English in situations where exigent circumstances exist; however, once the situation allows, an impartial interpreter s hould be utilized. __________________ Chief David A. Ogden