HomeMy WebLinkAboutAgreement A-17-189-2 with Voiance Language Services, LLC.pdf... -
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Amendment II to Agreement
THIS AMENDMENT, hereinafter referred to as Amendment II, is made and entered into this
_____ day of ________ , 2019, by and between the COUNTY OF FRESNO, a
4 Political Subdivision of the State of California, hereinafter referred to as "COUNTY," the FRESNO
5 COUNTY IN-HOME SUPPORTIVE SERVICES PUBLIC AUTHORITY, a corporate public body
6 hereinafter referred to as "IHSS PUBLIC AUTHORITY," and VOIANCE LANGUAGE SERVICES,
7 LLC., an Arizona Corporation, whose address is 5780 N. Swan Road, Tucson, AZ 85718, hereinafter
8 referred to as "CONTRACTOR."
9 WHEREAS, the parties entered into that certain Agreement, identified as COUNTY Agreement
10 No. 17-1�9, effective May 16, 2017, as amended by Amendment I, identified as COUNTY Agreement
11 No. 17-189-1, effective July 1, 2018 (cumulatively referred to herein as COUNTY Agreement No. 17-
12 189) to provide telephonic interpretation services for both COUNTY and IHSS PUBLIC AUTHORITY;
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14 WHEREAS, the parties desire to amend Agreement No. 17-189 to extend the term in order to
15 provide sufficient time for a Request for Proposal bid process to be completed;
16 NOW, THEREFORE, in consideration of their mutual promises, covenants and conditions,
17 hereinafter set forth, the sufficiency of which Is acknowledged, the parties agree as follows:
18 1.That Section One (1) of COUNTY Agreement No. 17-189, entitled SERVICES, and
19 found on Page One (1) beginning on Line Twenty-Three (23) with the number "1" and ending on Page
20 Two (2), Line three (3) with the number "7-15-99-23.02." shall be deleted in its entirety and the following
21 inserted in its place:
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"1. Services
A.Contractor shall perform all services and fulfill all requirements set forth in
24 Revised Exhibit A-1, Summary of Services, attached hereto and by this reference incorporated herein.
25 B.CONTRACTOR shall perform all services and fulfill all responsibilities as
26 identified in State of California Participating Addendum Number 7-15-99-23.02 set forth in Exhibit B
27 attached hereto and by this reference incorporated herein.
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Agreement No. 17-189-2
4th June
1 IN WITNESS WHEREOF, the parties hereto have executed this Amendment II to Agreement as
2 of the day and year first hereinabove written.
3 ATTEST:
CONTRACTOR: 4 VOIANCE LANGUAGE SERVICES, LLC.
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By;' \~l,---
~"
Print Name: Jeremy Woan
Title: Chairman and CEO
Chairman of the Board, or
President, or any Vice President
By:~~
Print Name: Kimberly Leeper
Title: Secretary
Secretary (of Corpora.tion), or
any Assistant Secretary, ot
Chief Financial Officer, or
any Assistant Treasurer
22 Mailing Address:
5780 N. Swan Road
23 Tucson, AZ 85718
24 Phone No: (520)745-9447
Contact: J. Austin Wade
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COUNTY OF FRESNO
Byr::?-t:5 0
NATHANMAGSIG, Chairman.of the Board of
Supervisors of the County of Fresno
ATTEST:
BERNICE E. SEIDEL
C.lerk of the Board of Supervisors
County of Fresno, State of California
By: &,eo.•~~
Deputy
FRESNO COUNTY IN-,HOME SUPPORTIVE
SERVICES PUBLIC AUTHORITY
By ____ --=. __________ _
NATHAN MAGSIG, Chairman
Board of Directors
Revised Exhibit A-1
Page 1 of 3
Summary of Services
ORGANIZATION: Voiance Language Services, LLC
ADDRESS: 5780 N Swan Road
Tucson, AZ 85718
CONTACT: Samuel Ballesteros, Account Manager
(520) 745-9447 ext. 4442
SERVICES: Telephonic Interpretation
CONTRACT PERIOD May 16, 2017 through June 30, 2017 $ 77,908
AND AMOUNTS: July 1, 2017 through June 30, 2018 $ 166,520
July 1, 2018 through June 30, 2019 $ 398,700
July 1, 2019 through June 30, 2020 $ 532,450
Contractor Requirements:
A. Contractor must have a single, toll-free number to access all services.
B. Contractor must provide telephonic interpretation services on a 24 hours a day, 7 days
a week, 365 days a year basis.
C. At a minimum, Contractor must be able to translate all languages set forth on page 3 of
this Exhibit A.
D. Contractor must have equipment and capability for conference calling services. This
includes voice and video conferencing.
E. Contractor must adhere to the following process for call-in interpretation requests:
1. The County and the IHSS Public Authority will initiate the three-way telephonic
conversations among the County and the IHSS Public Authority staff, customers,
and Contractor’s interpreters.
2. Interpreter may not leave a voicemail on behalf of the County and the IHSS
Public Authority. All conversations must take place in real time.
3. Interpreter will remain neutral in the conversation unless prompted by the County
and the IHSS Public Authority staff.
4. The interpreter will use the utmost courtesy when conversing with the County
and the IHSS Public Authority and the customer.
5. Interpreter will not place a time limit on the length of a call and will provide
services during the entire duration of the call. If County and the IHSS Public
Authority staff specify a hold time, then the interpreter will hold for the entire
indicated duration.
Revised Exhibit A-1
Page 2 of 3
6. Interpreter will translate according to what is instructed during the call and will not
“summarize” the conversation. This is especially important when explaining rights
and responsibilities or regulatory components.
F. All interpreters must be certified by the American Translators Association, or similar
nationally recognized certification entity.
G. All interpreters interpreting for health care related issues must be certified by CyraCom
International, Inc., the Certification Commission for Health Care Interpreters, National
Board of Certification for Medical Interpreters, Department of Human Services, or any
other national, or State of California, recognized certification entity that credentials for
medical and pharmaceutical terminology.
H. Contractor must ensure that interpreters provide accurate interpretation without
omitting, altering, or changing the meaning of what is being stated without explanation.
I. Contractor must ensure that interpreters are engaged in continuous education and
training in the subject of vocabulary, grammar, and pronunciation.
J. Interpreters knowledge, skills, abilities, and fluency must be periodically tested.
K. Contractor must have a reservation system to ensure interpretation services for select
languages are available at a specific date and time.
L. Contractor will collaborate with each County Department and IHSS Public Authority to
evaluate, refine, and develop performance measures including, but not limited to, call
volume, accuracy, amount of time to answer calls, and any other measurement
required by any of the Departments.
M. Contractor will provide reference material including, but not limited to, quick reference
guides, training kits, language ID Cards, and posters/signs indicating what
interpretation services are available. Contractor agrees to alter or develop reference
materials as needed by a County Department or IHSS Public Authority.
N. Contractor will not require any County Department or IHSS Public Authority to
purchase or obtain specific types of equipment to access language interpretation
services.
O. Contractor must attend, in person or telephonically, all scheduled quarterly meetings
relating to quality assurance, service coordination, or contract monitoring.
Performance Requirements:
A. Contractor must ensure a 95% accuracy rate of interpretations.
B. Contractor must respond to 95% of all received calls within an average of 30 seconds
when requesting interpretation services.
Revised Exhibit A-1
Page 3 of 3
LANGUAGES
Akan Dutch Inupiaq Mongolian Spanish
Albanian Ewe Iraqi Arabic Moroccan Arabic Sudanese Arabic
Amharic Estonian Italian Nepali Swahili
Apache Farsi Japanese Norwegian Swedish
Arabic Finnish Karen Nuer Tagalog
Armenian Flemish Kashmiri Oromo Taiwanese
Assyrian French Khmer Pashto Tamil
Bambara French Canadian Kirundi Patois Tewa
Behdini Fukienese Korean Persian Thai
Bengali Fulani Krio Polish Tiwa
Bosnian Fuzhou Kunama Portuguese Tibetan
Bulgarian Georgian Kurdish Portuguese Creole Tigrinya
Burmese German Laotian Punjabi Taishanese
Cambodian Greek Latvian Romanian Tongan
Cantonese Gujarati Lithuanian Russian Towa
Catalan Haitian Creole Maay Samoan Turkish
Chin Hausa Macedonian Serbian Ukrainian
Chuukese Hebrew Malay Serbo Croatian Urdu
Chiu-Chow Hindi Malayalam Sicilian Uzbek
Croatian Hmong Mandarin Sinhalese Vietnamese
Czech Hungarian Marshallese Slovak Wolof
Danish Ibo Mien Somali Yoruba
Dari Ilocano Mixteco Sorani Yupik
Dinka Indonesian
Revised Exhibit C-1
Page 1 of 1
ORGANIZATION:Voiance Language Services, LLC
SERVICES:Telephonic Interpretation
CONTRACT PERIOD:May 16, 2017 - June 30, 2020
CONTRACT AMOUNT:$1,175,578
All languages are $0.65 per minute
FY 2017 FY 2017-18 FY 2018-19 FY 2019-20
$43,688 $132,000 $381,200 $516,950
$33,020 $33,020 $15,700 $13,700
$1,200 $1,500 $1,800 $1,800
$77,908 $166,520 $398,700 $532,450
$95,440
$6,300
$1,175,578
In-Home Supportive Services-
Public Authority
Total Contract Maximum
BUDGET SUMMARY
Department of Social Services
Department of Public Health
Total
$1,073,838