Specifications include, but are not limited to: The Selected Vendor will: a. Conduct analysis and external feedback research (e.g., surveys, focus groups, etc.) designed to identify areas of improvement in the current NHJB language access program. b. Effectively survey people with lived experience in NH to identify most prevalent needs to be addressed. c. Develop an effective complaint/feedback form and develop process for timely and effect responses. d. Ensure the complaint/feedback process is accessible in plain English, Spanish, Portuguese, Arabic, and French, and is machine readable. e. Translate the existing NHJB’s Language Access Plan – in Spanish, Portuguese, Arabic, and French; f. Develop a public versions of the Plan in plain language (English) and in the languages listed in item b. The online version of the Plan must be machine readable. g. Identify, via a needs assessment, court information documents and signage that must be translated into specific languages. Translate this existing court signage, infographics, information sheets, explainer documents, FAQs, etc. in Spanish, Portuguese, Arabic, and French. Documents and signage will not exceed fifty (50) unique items. h. Create informational videos for the general public about the NHJB’s language access programs. The videos will be subtitled in English, Spanish, Portuguese, Arabic, and French. i. Monitor and evaluate using case management data, and surveys from all key stakeholders, the quality and availability of language access services: i. When and why requested services were denied or declined, ii. The number of complaints received, and iii. The outcomes of those complaints (e.g., reversal or denial of services or disciplinary action. j. Prepare a business case for leveraging technology to provide efficient language services such as video remote interpretation, language access kiosks, instant language assistant, and translation software tools. Develop an implementation plan for video remote interpretation across NH’s statewide court system.
