QUESTION
What is NYC 311's approach for handling calls in languages other than English or Spanish?
0:43:23
·
42 sec
Deputy Commissioner Joe Morrisroe explains that NYC 311 focuses on having English and Spanish bilingual operators, both for city staff and overflow vendors.
- For languages other than English and Spanish, NYC 311 relies on a 3rd party language line service
- This is considered the most efficient and experienced approach for handling additional languages
- There is no current intention mentioned to recruit overflow operators for languages beyond English and Spanish
Jennifer Gutiérrez
0:43:23
Is there any intention to create a system for these overflow operators.
0:43:33
I don't know what the proper term is.
0:43:35
Sorry.
0:43:36
To recruit members that speak other languages or for now is it primarily because that is the amount of calls that you get in English and Spanish.
Joe Morrisroe
0:43:43
Right.
0:43:43
Yeah.
0:43:44
Right now, it's for the overflow vendor, but also for the city staff.
0:43:47
The focus is for English and Spanish bilingual.
0:43:50
We've learned and determined that the most experience and efficient way to handle languages other than English and Spanish is to rely on our 3rd party language line.
Jennifer Gutiérrez
0:44:00
Language line.
0:44:01
Okay.
0:44:04
Okay.
