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9 LANGUAGE ACCESS MEASURES This LAP creates a framework for the language services and procedures that the City will implement to promote meaningful access to San Leandro's housing programs and other services for LEP persons. In developing the LAP, the CITY followed HUD's recommended four-factor analysis to determine LEP needs and organizational capacity to meet those needs. The measures that will be instituted to implement the LAP are: 1. City Procedures for Oral Language Services All City staff and independent contractors (who may have public contact and work more than six months with staff) will be trained on procedures to be used for providing language services to LEP beneficiaries. These procedures pertain to both oral and written translation services. This training may include all City staff. The City will utilize the following procedures to meet the oral language needs of telephone LEP callers: 1. All City staff will receive training on how to field LEP phone calls. Every staff member will use the interpreter directory on the City’s phone system that lists individuals who can speak a non-English language. 2. A staff member who receives a call from a LEP client will assess the primary language needed by the client. If that staff member has been identified as a City interpreter and speaks a language relevant to the LEP caller, then the staff member will assist the client himself/herself. If communication becomes difficult for any reason, the staff member will transfer the call to another City employee identified as an interpreter. 3. If City staff receives a call from a LEP client and does not speak the language of the caller, the staff member will transfer the call to another City interpreter with the relevant language skills. 4. If no City staff speaks the necessary language, City will use the 2-1-1 hotline, a free multi-lingual telephone service that provides housing and other social services information for Alameda County residents. The City will utilize the following procedures to meet the oral language needs of walk-in LEP visitors: 1. A staff member who assists a walk-in LEP visitor will assess the visitor’s primary language by showing this person an “I Speak” language identification list developed by the Census. If this staff member is an identified City interpreter and speaks the LEP visitor’s language, then the staff member will assist the visitor himself/herself. 2. If City staff does not speak the language of the walk-in LEP client, the staff member will call another City interpreter with the relevant language skills. 3. If no City staff employee speaks the visitor’s language, he/she will use the 2-1-1 hotline. 2. City Procedures for Written Language Services HUD’s Final Guidance provides “safe harbor” for translation of written materials. The table below sets forth "safe harbors" for written translations.