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Language accessibility and diverse mechanisms for receiving complaints

0:47:32

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The Department of Consumer and Worker Protection (DCWP) discusses the language accessibility of their complaint portal and the diverse mechanisms they use to receive complaints about immigration services fraud.

The complaint portal can be translated into any language, ensuring language accessibility
DCWP's outreach team includes staff members who speak eight languages other than English
While the portal is accessible, DCWP acknowledges potential barriers such as technology access
To overcome these barriers, DCWP uses diverse complaint reception methods including:
The online portal
311 phone service
In-person meetings
Direct phone numbers and emails to staff members

Julie Menin

0:47:32

How many languages is a portal in?

0:47:37

Yeah, in other words I'm concerned about language access and I just want to understand that element of it.

0:47:54

So there are no barriers you feel in terms of language access?

Vilda Vera Mayuga

0:47:35

Is a portal in?

0:47:45

It can be in any language.

0:47:47

It can be translated into any of the languages for people to use it, So it's friendly in that that way.

0:47:57

No, absolutely not.

0:47:58

Even I mean in education we have eight people in our outreach team that speaks eight languages other than English for example also to counter that with our education.

0:48:05

But yeah, in terms of complaints coming in, don't I don't see a barrier for people to do it in a language where they're comfortable.

Carlos Ortiz

0:48:10

I wouldn't I wouldn't say though that there's no barrier, of course, to the portal.

0:48:14

I would I would you know, there's there's still tech issue.

0:48:16

I mean, people having to use technology, for example, which is why we wanna diversify the mechanisms of how we get complaints.

0:48:23

Whether that's the portal, of course, which has been driving more complaints to us naturally, but also three on one.

0:48:29

In person meetings, we are very accessible with direct phone numbers that lead to our staff and direct emails lead to our staff.

0:48:36

So I I think these are all techniques to make sure that we get the complaints in and and that we're addressing where people might have troubles with accessing government.

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Methods for receiving complaints about immigration services fraud

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Strategies to address distrust and encourage reporting of immigration services fraud