Q&A
Process for handling language access complaints through 311
1:20:22
·
69 sec
Council Member Avilés inquires about the process for handling language access complaints submitted through 311. Young Kwon from MOIA explains the complaint system and how it's used to track and address issues.
- Complaints are directed to language access coordinators at specific agencies
- MOIA is copied on these complaints and tracks them
- The information is reported in the Local Law 30 annual report
- The system is viewed as a valuable tool for listening to community members' concerns
Alexa Avilés
1:20:22
Thank you.
1:20:23
And if someone does not receive interpretation when seeking services from a city agency and close 301 to submit the complaint, does that complaint go to Moria, or does that go back to the specific agency that did not provide the language access service?
Young Kwon
1:20:40
Yeah.
1:20:41
Thank you for the question.
1:20:42
We we think the complaint system is one of the really good tools to listen to the the the community impact community member who are impacted.
1:20:54
So we do report on that on our local law 30 report.
1:20:58
We mentioned who is getting the complaints and how those are getting resolved and addressed and resolved.
1:21:07
So most of the 311 language access complaints are usually pointed to the language access coordinators of those agencies.
1:21:18
Amalia is copied onto those, and we track them and report on our local law 30 annual report.
Alexa Avilés
1:21:24
So it goes to the agency.
1:21:26
And then as you are you as you're doing the survey
Young Kwon
1:21:30
Yes.
1:21:30
You report on it.
Alexa Avilés
1:21:31
Yep.
