Needs and Challenges
Implement procedures for monitoring and evaluating language assistance services.
In order to ensure that language access services meet the needs of the LEP court users, it is important that jurisdictions both establish procedures to monitor the effectiveness of the overall LAP and program and also evaluate the quality of services performed by language assistance professionals.
Monitoring the overall effectiveness of a jurisdiction’s language access services is an essential component of developing an effective LEP program and LAP. Action Step 3, recommends establishing procedures to evaluate services to ensure that LEP court users’ needs are met and that courts are in compliance with state policies and mandates. Also, ongoing service evaluations provide information to help jurisdictions revise LAPs based on changing needs due to shifts in language demographics or LEP court user fluctuations. States should establish procedures for evaluating the quality of services provided by language access professionals, such as bilingual staff and interpreters. It is important that the quality of interpretation, bilingual communication, and translation of documents be monitored.
Currently, most all jurisdictions report that they employ some method of monitoring and evaluating of their language access services. When asked how they monitor and evaluate services, over 65% of jurisdictions responded that they utilize a statewide complaint and resolution process. Others replied that they use surveys to make an assessment. Nearly half of the respondents conduct surveys of court staff and language professionals. On the other hand, only about 20% of jurisdictions survey actual LEP court users. (Fig. Q13.)
Almost 60% of jurisdictions provided details on their methods of monitoring and evaluating their services. A high number of jurisdictions commented that they conduct monitoring and evaluations through direct communication and feedback.
Direct Communication, Oversight, and Feedback
Data Collection and Reports
Formal review process
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