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13 Tier Two Training: Bilingual or Multi-lingual Staff In addition to the Tier One training, bilingual or multi-lingual staff will receive more in-depth training on how to use the 2-1-1 hotline, how to provide oral translations accurately and with cultural sensitivity, and to which CBOs staff may refer clients. Training may also include: • How to adhere to their role as interpreters without deviating into a role as counselor, legal advisor, or other roles; • Overview of the area of service or programs that LEP clients are applying to or participating in (if necessary); and, • How to be competent and knowledgeable in providing interpretation that preserves confidentiality. Tier Three Training: Staff In addition to Tier One, staff will also be trained on how to assess “vital” documents. 5. Marketing and Outreach Certain language groups may be under-represented at seeking LAP services not because they do not have demand for them but because they do not know that such language services exist. Additional marketing and outreach efforts may uncover latent demand for LAP services that will be identified by future data gathering efforts. Marketing efforts are instrumental to ensuring that LEP clients who seek language assistance for housing programs receive quality language services. Marketing efforts may include: • Placing multilingual signs or posters in common areas at San Leandro City Hall. These outreach materials will inform the public that the City provides oral translation services for housing programs, program materials and other services; • Including in City materials that translation services in Spanish and Chinese are available; • Placing marketing and translated written documents on the City website; • Placing public meeting announcements involving City programs and other services through the Latino and Asian Business Councils, relevant community groups, and local/ethnic newspapers if the latter is not cost prohibitive; • Promoting Eden I&R’s 2-1-1 hotline as a one-stop source for oral translation services. 6. Working with Subrecipients of Federal Funding Per HUD guidance, subrecipients of funding are subject to LEP guidelines. The City administers various forms of funding to citizens, most of who are within the city of San Leandro. The City will collaborate with citizens to ensure that they comply with LEP guidelines. It is important to note that the City funds a diverse group of citizens providing a wide range of services with different organizational structures, resources, and goals. Thus, collaboration with these citizens cannot be a one-size-fits-all approach. Each LAP developed by the City must fit the needs and resource capacity of their own organization. Because of such organization-specific needs, the process of developing LAPs for the City will take place over the 2011 and 2012 calendar years. City staff will begin discussions in 2010 with these citizens to develop and implement a LAP based upon the City’s four- factor analysis. However, to the extent possible, City will explore resource sharing, enhanced