Choosing a language services provider is one of the most important decisions an organization can make for its language access program. The right provider improves communication quality, ensures regulatory compliance, and delivers a positive experience for the people you serve. The wrong provider can create liability, frustrate staff, and undermine trust with LEP individuals. Here is a comprehensive checklist to guide your evaluation.
Interpreter and Translator Qualifications. Does the provider require professional certification for medical interpreters (CMI, CHI)? What about legal interpreters (state or federal court certification)? How does the provider assess language proficiency? What ongoing training do interpreters receive? Are interpreters trained in the specific terminology of your industry (healthcare, legal, social services, insurance)?
Language Capacity. How many languages does the provider support? Can they provide interpretation in your organization's most frequently requested languages with minimal wait times? What about rare or less commonly spoken languages? Do they have the capacity to handle volume spikes (seasonal demand, emergencies, public health events)?
Availability and Response Times. Is the provider available 24/7/365? What is the average connection time for OPI? For VRI? Can they guarantee on-site interpreters within a specific timeframe? What is their process for handling urgent or emergency requests?
Compliance and Security. Is the provider HIPAA compliant? Will they sign a Business Associate Agreement? How do they train interpreters on confidentiality and data protection? What security measures protect their technology platforms? Are they compliant with Title VI, ADA, and other relevant regulations? Are they registered on SAM.gov (for government contracts)?
Technology and Integration. What platforms do they use for OPI and VRI? Is the technology reliable, with high audio and video quality? Can their systems integrate with your existing workflows (EHR, CRM, phone systems)? Is the user interface intuitive for staff? Do they provide usage reporting and analytics?
Quality Assurance. How does the provider monitor interpreter quality? Do they conduct regular performance evaluations? Is there a process for handling complaints or quality issues? Do they gather feedback from clients and end users? What quality metrics do they track and report?
Pricing and Contracts. Is pricing transparent and easy to understand? Do they offer per-minute pricing, monthly plans, or volume discounts? Are there minimum charges or hidden fees? What is the contract length and cancellation policy? Can they provide a customized pricing proposal based on your volume and needs?
References and Track Record. How long has the provider been in business? Do they have experience serving organizations in your industry? Can they provide references from current clients? What is their client retention rate? Do they have any relevant certifications or industry recognitions?
BeKonek Solutions meets every item on this checklist. We have been providing professional language services since 2017, serving healthcare organizations, government agencies, and businesses across the United States. Our interpreters are certified, our platform is HIPAA compliant, and our commitment to quality is reflected in our client retention and satisfaction rates.
Get a free quote and see how BeKonek Solutions measures up against your requirements. We are confident you will find a partner you can trust.