Photo of various people in front of City Hall, holding signs that spell "home is here" 

The Mayor’s Office of Immigrant Affairs (MIMA) is committed to providing culturally and linguistically connected customer service support to all Baltimore residents. This toolkit serves to assist Baltimore City Language Access Liaisons and employees with the tools and resources necessary to provide high quality, successful, and empathetic customer service for diverse populations of Baltimore City residents and comply with federal and local language access mandates.

“At a time when the pandemic disproportionately impacts communities of color, we cannot safeguard public health without ensuring all residents—regardless of language ability—have access to essential services and resources.
As part of my commitment to equity, my Administration works tirelessly to foster a Baltimore that welcomes and serves all residents, including immigrants and
refugees. Ensuring language accessibility not only fulfills our legal obligation
to provide access to Limited English Proficient residents, but it also improves the City’s response to the needs of our growing immigrant communities.
Baltimore values and embraces New Americans, and I will continue to govern in that manner.”

- Mayor Brandon Scott

The toolkit is organized into two main sections which consist of helpful information and tools that can be shared electronically, printed, and used as needed. Below, you will find a list of section topics and a summary of their content.

Section 1: Language Access landscape in Baltimore City

Provides an overview of the fundamental purpose of language access, the significant laws that mandate these services, and definitions of key terminology.

Section 2: Language Access Resources

Focuses on how to design, organize, and implement a language access plan within your agency. This portion includes tips for city employees, and instructions for requesting support from MIMA.

If you want to view the toolkit in print format, click here.


Key Terminology

There are terms that are commonly used in relation to language access. We have included some of these terms in the section below.
 
Interpretation: Spoken and/or oral rendition from one language to another, either simultaneously, where the conversation continues with no pauses; consecutively where the speaker stops and allows for the interpretation to take place; or by sight translation, where the interpreter reads a written document and orally translates its contents.

Language Access: Ensuring that persons who have limited or no English language proficiency are able to access information, programs, and services at a level equal to English proficient individuals.

Language Access Plan: A road map for language access implementation that describes in detail the various means and methods in which the agency will provide LEP individuals with meaningful access to its programs, services, and activities.

Language Assistance Services: Oral and written translation services. Oral language assistance service may come in the form of “in-language” communication (a demonstrably qualified bilingual staff member or telephonic interpretation communicating directly in an LEP person’s language) or interpreting.

Limited English Proficient Individuals (LEPs): people who do not speak English as their primary language and who have a limited ability to read, speak, write or understand English

Meaningful Access: The federally mandated standard for communication with LEP individuals, is defined as language assistance that results in accurate, timely, and effective communication at no cost to the LEP individual. For LEP individuals, meaningful access denotes access that is not significantly restricted, delayed, or inferior as   compared to programs or activities provided to English proficient individuals. 

Sight Translation: The rendering of material written in one language, completely and accurately, into spoken speech in another language.

Vital Documents: Paper or electronic written material that contains information that is critical for accessing a component’s program or activities, or is required by law.

Written Translation: The process of translating words or text from one language into another; written documents.