Signing Resources & Interpreters- Redacted

8/21/2019 Signing Resources & Interpreters- Redacted

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Signing Resources & Interpreters

Kelly Johnson Owner

8002 NE Highway 99 #B-705 Vancouver, WA, 98665

877-512-2246 877-512-2246 [email protected]

Kelly Johnson Owner

(on printed copy)


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Table of Contents

OVERVIEW ................................................................................................................... 1

REFERENCES ............................................................................................................. 2

ORGANIZATIONAL CAPACITY ............................................................................... 3

TOOLS

DATABASEOverview............................................................................................................................................ 5Features ............................................................................................................................................ 5Stored Information .............................................................................................................................6Request Information .......................................................................................................................... 7Customer Information ........................................................................................................................ 8Customer Settings .............................................................................................................................. 9Customer Pricing ............................................................................................................................ 10Interpreter Information ............................................................................................................... 11-12

Deaf Client Preferences ................................................................................................................... 13WEBSITE .......................................................................................................................................... 14HOURS ............................................................................................................................................. 14PHONE SYSTEMS ............................................................................................................................ 14

PROCESS

Receiving Requests .......................................................................................................................... 15Accessing Requests .......................................................................................................................... 16Entering into Database ............................................................................................................. 17-19Page-Outs ...................................................................................................................................... 20Assigning an Interpreter.................................................................................................................. 21

Confirmations ................................................................................................................................. 21Confirmation Example ................................................................................................................... 22Reminders ...................................................................................................................................... 23Service ............................................................................................................................................ 23Example Assignment Form ........................................................................................................... 24Billing ............................................................................................................................................ 25Cancellations .................................................................................................................................. 26Invoice Example ............................................................................................................................. 27Interpreter Accounting .................................................................................................................... 28Interpreter Web Access ................................................................................................................... 29

KEY PERSONS ........................................................................................................... 30

RESUMES .................................................................................................................................... 31-34

PROJECT IMPLIMENTATION PLAN

INTERPRETERS ................................................................................................................................ 35OUTREACH ...................................................................................................................................... 36

RATE STRUCTURE .................................................................................................. 37

CONCLUSION ........................................................................................................... 38


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Overview

Signing Resources & Interpreters (SRI) has been providing sign language interpreter referral

and information services since 1998. Because we are Deaf owned, we are committed to offering

services at the highest quality possible.

We would like to provide some information that appears on every independent contractoragreement in order to give you insight into the type of service we strive to provide, as well as our

corporate culture.

The mission of signing Resources & Interpreters is to provide excellent interpreting

services with the heart of a servant(Charles Swindoll defines a true servant as one with these

characteristics: transparent humanity, genuine humility, and absolute honesty)

In order to accomplish this goal, our contracted interpreters are evaluated by our

management under an extremely high level of scrutiny. These evaluations set us apart from other

agencies which routinely use subcontractors hired sight unseen. Our highly qualified interpreters areproud of the unmatched reputation that we have built, and because of this, they are often willing to

accept jobs through us that they may decline through another agency. This esteem has played a

major role in our job fill rate, which at 98%, including 24 hour emergency calls, is the highest in the

area.

Signing Resources & Interpreters has invested a great deal of time, effort and expense to

ensure customers receive the highest quality service. Being Deaf, we understand the importance of

ensuring that communication is not a barrier. We understand how important it is to have easy access

to these services. We have built a reputation through time for being easy to work with, being clear

and concise with our communications, and being prompt with our actions. We have made it easy for

Deaf and Hard of Hearing clients to contact and interact with us as well, either through our videophone service, or through our website and email.

Our database is specifically designed for the services we provide. Agencies that also provide

spoken language interpreters do not have the capability to do what our database can do. Our

database software is able to hold and use information about our hearing customers, and deaf clients

alike, to ensure that the interpreter being sent to a job is the most qualified person available for that

specific job.

American Sign Language (ASL) is not like spoken languages. In fact, the underlying reason

for hiring an ASL interpreter is entirely different than that of hiring a spoken language interpreter.As an ASL only agency, we know what our consumers need, how to meet ADA requirements, and

are better suited to help answer questions from staff who might be new to making a request. Being

Deaf owned, we have a clear and practical communication with the Deaf community. Our clients

and consumers feel comfortable contacting us with any questions or concerns they have.


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Organizational Capacity / History

Signing Resources & Interpreters (SRI) has several contracts already established with major

companies and organizations throughout the northwest. These include state, county, and municipal

agencies. Some examples of these are Legacy Health, the Oregon State Employment Department,

and the Oregon Office of Administrative Hearings. We have filled 15,157 interpreter requests in the

4 years since the updated database has been keeping track.

Our services go beyond live interpreters, CART services, and assisted listening devices. We

pride ourselves on being the absolute one stop shopping for any and every question related to

communication access for the Deaf and hard of hearing. Our staff has a history of being

knowledgeable and available. We provide workshops and assessments for our customers who

benefit from having staff understand the process of requesting and using interpreters.

For example, SRI recently completed an assessment for Legacy Health which gave their staff

from many different departments suggestions on ways to make scheduling appointments with Deaf

or hard of hearing patients easier. Some of these suggestions were implemented shortly after.

Hospital staff is now asking Deaf or hard of hearing patients if they would like to add a video phone

number to their file so that staff can contact them directly for appointment reminders or provider

cancellations. This seemingly small step will make a huge difference in the hospital staffs ability to

contact patients with appointment information.

Another example is the free workshops that SRI provides first responders. In these

workshops, we give police officers and fire fighters information about ways to communicate quickly

in emergency situations, until an interpreter can arrive.

Because Signing Resources & Interpreters is Deaf owned, and has many close ties to the

deaf community, we provide these workshops and assessments for free. Our agencys hi ghest

priority is to serve the Deaf community.

0

1000

2000

3000

4000

5000

2010 1011 2012 2013

Interpreter Requests


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Tools

Database - Overview

Four years ago, the number of interpreter requests that we were handling became too great

for the outdated database system that was in place. We worked closely with a software developingcompany to design and build a brand-new database that could accommodate any growth that we

could have in the future. We invested over $12,000 on having a new, highly functional software

program designed specifically for us. This database has not only proven to be extremely functional,

but also very reliable. Over the years, we have established a very good relationship with the

developers who have acquired an understanding of exactly what we do, and how we operate. They

have continued to help us modify the database as we come up with new, innovative ideas for making

it easier and faster for clients to order services.

The database generates reports, links to email for sending confirmations and reminders, and

stores data about requests. Having a unique database that is already up and running will allow us aquick and easy transition between your system and ours, without disrupting services to your current

clients.


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Database - Features

Hardware Runs on secure servers and can be accessed

remotely.

Runs on Mac and Windows

Request Management

Custom designed for Deaf services

Preference alerts assist assigninginterpreters

Cancellations can be marked billable ornon-billable

Rates are customized for customers andinterpreters

Repeating requests are easily created andedited as a group

Searches requests using multiple criteria

Sends reminders, forms, and confirmationsautomatically

Interpreter Management

Shows possible schedule conflicts

Uses interpreter settings for group paging Holds contract information settings

Customer Management Manages job and billing locations

Tracks service agreements

Sends contract notifications and trackinginfo

Deaf / hard of hearing clientManagement

Stores client preferences

Sends optional client notifications

Accounting Automatically creates invoice line items

Calculates travel expenses, timeand mileage

Online Interpreter Resources

Integrates with Google Calendar

Provides secure interpreter web site

Other Features

HIPAA compliant

Custom Reports


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DatabaseStored Information

General request information Date and time

Request type

Setting

Number of interpreters needed

Devices or other services needed

History of email communications

Digital copies of signed assignment forms

Accounting considerations

Customer information

Service locations

On-site contact information

Interpreter preferences

Billing address

Billing contact

Rates

Special needs

Contact methods

Contract information

Deaf / hard of hearing client information Name

Address*

Video phone number*

TTY number*

Email address*

Language notes

Interpreter preferences

* Optional, and only used if the Deaf or

hard of hearing client gives us the

information and consent to use it.

Interpreter information

Name

Address

Contact information

Pay rates

Client preferences

Certification level

Availability History of email communications

Contract information

Assignment preferences


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General Request Information

A very well organized and easy to understand home page keeps all information easily

accessible.


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Customer Information - General

Category tabs makes navigation through the database efficient and thorough. All customer

information; location, contact person, billing rates, and all other relevant details can be accessed

easily.


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Customer Information - Settings


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Customer Information - Pricing


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Interpreter Information

Detailed and current information regarding contracted interpreters is vital in order to

provide quality services. Information stored here is updated on regular bases, insuring accuracy in

record keeping, as well as maintaining high standards of services offered.


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Interpreter Information


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Deaf Client Preference

In keeping with our commitment to serve the Deaf community, Deaf clients preferences are

taken into consideration.


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Website

Due to the growing number of people searching for services online, or looking for resources

on our website, last year we decided to undergo a complete renovation of our website. The new

website is nearing completion, and will be completely functional and operating by the end of May.

Until then, an older version of our website is in place online to give direction to people looking for

services. The new website is in its final stages of editing, and all of its functionality is already

complete. Some important features the new website includes are:

An online form for Deaf and hard of hearing clients to make suggestions and

comments about services, as well as express preference for interpreters.

Quick and easy access for interpreters, and for customers to log in and view

upcoming and past appointments.

Well organized information about ADA laws and how they apply to our services.

A simple one-step form for requesting services.

Hours

As part of our commitment to being accessible, we provide 24hr customer service, and can

quickly respond to any emergency situation. We routinely send interpreters in emergency situations

to aid police departments, fire departments, and hospital emergency rooms. We have interpreters

on-call 24/7 for such emergencies. The ability to provide 24 hour customer service has established a

sense of trust, among our hearing and Deaf clients alike. Businesses who use our services know that

they will be able to speak to a knowledgeable scheduler at any time, day or night.

Phone System

Our sophisticated phone system is internet based, and allows us full functionality quickly

from anyplace in our office. Our secure fax system is part of this as well. When faxes are sent to us,

they come electronically as a secure and private email. This means that no paperwork is left lying on

a machine. We go to great lengths to ensure that every communication, from the original phone call

or email requesting services, to the direct deposit system we use to pay interpreters, is confidential.

In an industry where so much personal information is handled, its important to maintain very high

confidentially standards. All of our electronic systems are HIPAA compliant, and we also have in-

office rules that we follow regarding computer accounts, and properly shedding any paperwork

necessary.

We also monitor two separate video phones which are answered by our deaf staff. This

allows our Deaf or hard of hearing consumers to easily contact us, and communicate comfortably in

ASL.


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Process

Receiving Requests

Requests for service can be given to us in one of three ways:

1. Phone:Our toll free number is answered 24/7. Requests can be made anytime

over the phone.

2. E-mail:

A dedicated email account,[email protected]

monitored 8:00am6:00pm on weekdays. These requests are received

real-time, and a confirmation of receipt of an email is sent.

3. Website:

Our website contains a form that can be filled out online, and submitted.

A copy of this form is sent to the request email address. This system is

immediate also. A confirmation of receipt email will also be sent when a

request is received through the website.

Through any one of these systems, the information we collect is important to making a

proper assessment of the needs of the request. This information includes:

1. Customer:

Each customer has a separate account in the database. This account

holds contact and billing information as well as information about each

of the locations we have provided service to.

2. Location:

The location of each request is saved in the database as well. Ourcustomers often need services at different locations. Our database holds

information about each specific location, including an on-site contact,

address, and notes about how to find buildings or rooms on site.

3. Person Placing Request (Requester):

It is important to have the name and contact information for the specific

person placing each request. This makes it easier to contact them if we

have questions while assessing the request, or need to make changes later.

4. Date and Time:Our database makes entering the date and time of any request fast and

accurate. As you enter the date and time, the database automatically

generates a total length of the request, this makes mistakes very

uncommon, and easy to catch.

Continued on next page
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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5. Deaf Client:

Knowing who the consumers will be allows us to make better decisions

about the services provided. Each Deaf or hard of hearing client has an

account in our database which we use to store relevant information about

their needs and preferences. Our database will automatically take

interpreters off of page-out lists if the Client has asked us not to send a

specific interpreter. This ensures that Deaf clients are not forced to work

with an interpreter that they dont easily understand.

6. Type of Request:

We provide an array of services, live interpreters, CART services, CDIs,

assisted listening devices, etc. Because of this, we need to know the

nature of the request, and the situation it will be used in. For example, is

this an emergency, a classroom setting, or a platform presentation?

7. Other information:

Our staffs experience with interpreting and with the needs of theconsumers gives them the ability to recognize when more information is

needed. This information helps us assess the needs of the hearing, Deaf,

or hard of hearing client. There is not a one size fits all request. Each

unique situation requires an experts perspective to understand and offer

advice.

Assessing Requests

Once a request is received, our staff assesses the request. If any information is missing or

incomplete, we will contact the requester promptly and work with them to build a better picture ofwhat the needs of the client are. Our staff is experienced, and capable of making suggestions about

ways to accommodate better communication, and ways to utilize resources more efficiently. Is it a

sensitive medical situation? Is a male or female interpreter needed? Also, what qualifications and

certifications will the interpreter need to have?

Because we already work so closely with the Deaf community throughout the state, our

database already holds information that would be useful for this contract. For example, any Deaf

client who has used our services in the past has an account set up in our database. These accounts

hold information regarding their interpreter preferences, the style of language they use, and other

information that might help us assess their needs. We currently have this data stored for hundreds of

Deaf and hard of hearing clients in Oregon.


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Database Entry

After we feel we have all pertinent information, and have properly assessed a request, we will

then begin entering the information into our database. As soon as we begin the process of entering

the request into the database, a request ID number is generated. This is a unique number that will

follow the request from this point, all the way through billing and payment. At no time during the

process, even if the time or date is changed on a request, will this number change. This allows us to

track each job completely, to track any changes made to a request, and also to create very accurate

reporting.


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Paging out requests

After we have entered a request into the database, we begin looking for an interpreter to fill

the request. All information about interpreters is saved in the database. This includes their

preference in jobs, their certification level, their location, their availability schedule, and also links to

the Deaf or hard of hearing clients who prefer or reject them. We can use this information to

generate a list of interpreters based on very specific criteria. For example, we can select to find all

female interpreters within 25 miles of the request location, that are legal certified (SC:L), while

automatically excluding interpreters who the client has disliked in the past, and who are unavailable

during the appointment time.

Using a generated list of interpreters who we feel are suitable for the request, we are then

one click away from sending a page-out to all of the interpreters on the generated list, or any number

of specific interpreters individually.

This page out will go to either a phone as a text message, an email address as an email, or

both, depending on how each interpreter has asked to receive page outs. These messages contain

general information about the time, date, location, and nature of the request. They do not containconfidential information such as client names. Interpreters can reply directly to a page out if they are

available and willing to do the job.


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Assigning an interpreter

All responses to page-outs are replied to immediately. Interpreters dont like to hold their

time if a job is already filled, so we are very careful to let them know right away if they will be sent a

confirmation, or if the job is already filled. As we get replies to the page outs we make a decision on

who would be the best fit, and we assign an interpreter to the request.

Confirmations

At the same time the request is filled, the database brings up an option for sending

confirmations. We send a confirmation to both the interpreter and the customer at the same time.

This ensures that information is the same, and if any mistakes are made, they can be caught

immediately.

o The confirmation sent to the interpreter contains all information about the job,

except confidential information such as names. There is a link at the bottom of the

confirmation to the personal login site for the interpreters. By logging in to thesecure site, they can access more information about the jobs they have been assigned

to, including client names. Also, the confirmation to the interpreter contains a form

for the job as an attachment. This form is used on the day of the job to record the

exact time the interpreter was actually working, and notes about the job. We use this

later for billing.

o The confirmations sent to the customer contain the name of the interpreter, and

basic information about the request. This confirmation is a single page format that is

easy to read and understand, and clearly states the request ID number at the top, for

reference if there are any questions.

Once the request confirmations have been sent to the customer and the interpreter, a

request is automatically marked as filled in the database. Generally requests are filled, and

confirmation is sent on the business day following the day they are requested.


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Example of a Confirmation sent to an Interpreter


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Reminders

The day before a job takes place, a reminder is automatically generated and sent to the

interpreter. This eliminates a lot of confusion, and gives them another chance to catch mistakes in

their schedules, or mistakes with the request. A reminder can also be sent to the Deaf or hard of

hearing client if he/she has opted to do so in the past. Many of our Deaf and hard of hearing clients

have opted into this system which sends reminders to them for any type of appointment that we

have scheduled interpreters with them for. To help ease privacy concerns, neither of these

reminders, either to the client or to the interpreter, contains any more information than request

number, location, date, and time. The Deaf and hard of hearing population have given us great

praise over this system, as it gives them reminders for doctor visits, meetings, classes, and any

number of other appointments that they generally dont get reminders for due to the

communication barrier.

Service

When an assignment is completed, the interpreter will fill out the assignment form which

was sent to them as an attachment to the confirmation email. They will then collect a signature from

the customer on the assignment form from someone authorized to attest to the actual start and end

times of the service provided. Interpreters are encouraged to add notes that might help make similar

requests easier in the future. The interpreter will also notify the hearing, Deaf, or hard of hearing

clients that they are welcome to contact us with any comments.

The interpreter then sends the signed form to us by mail, email, or fax. Our database

automatically generates reminders to return forms every 5 days if we have not received them.


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Example of an Assignment Form


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Accounting/Billing

Once an assignment form has been received, our accounting staff inputs the new

information into the database. The actual start and end time are added, along with any notes about

the job that were left by the interpreter. The database automatically calculates the total billing

amount, and the amount to be paid to the interpreter. The accounting staff looks over the job,

makes sure that all of the figures are correct, and then transfers them into an invoice to be sent to

the customer. Because of our experience with contracting and billing a large variety of government

agencies, no major billing changes would need to be made.


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Cancellations

Cancellation policies have been established with all customers to ensure accuracy in billing.

The database uses these settings to calculate invoices.


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Invoice Example


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Interpreter accounting

Each of our contracted interpreters is given a login to their own account inside the database.

They can login to view information about only their past and future appointments. They can also

opt to have their schedule integrated with a google account, which will allow all of their assignments

to be integrated into Google Calendar. After a job is complete, and we have corrected start and end

times for each job, a checkbox will appear next each of the completed jobs in their account. At this

point the interpreter can check the amount that they are going to be paid for the job, and check off

that they agree to the total. By checking off a job, and clicking a submit button, an invoice is

automatically created and sent to us for payment. Any invoices we receive by the 15 thof the month

are paid at the end of the month. This system is laid out in our interpreter service agreement, and,

deadlines are negotiated separately with each interpreter.


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Interpreter web access


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Key Persons

Signing Resources & Interpreters has an experienced staff which includes both Deaf, and

hearing members. We understand the needs of the consumer. Our skilled team has experience in

many different areas relating to Deaf and hard of hearing services.

We also understand the business of providing interpreting services. As certified interpreters

ourselves, we are able to ensure the best service possible, and we have the knowledge it takes to

fulfill uncommon needs. This is something you will not find in a one-size-fits-all language agency.

Our expertise would be a valuable asset to this contract.

Joye McCormick, Hearing Page 32

Service Coordinator

John Burke, Deaf Page 33

Outreach/Service Coordinator

Heidi Thornton, Hearing Page 34

Interpreter Coordinator

Karen Wales, Hearing Page 35

Scheduler

Belle Johnson, DeafAccounting, Scheduling


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Project Implementation Plan

Interpreters

Signing Resources & Interpreters currently holds contracts with 293 freelance sign language

interpreters. These interpreters are located throughout Oregon State, with a higher

concentration of them in the Portland area. We have active interpreters in all of the major cities

in Oregon: Medford, Salem, Eugene, Portland and Bend.

Our interpreter contracts specifically outline our core values, ethical standards, and

expectations. Because we are Deaf owned, our goals never waver. Our interpreters are held to

very strict standards for being on time, having a good attitude, and being skillful. Our staff is

always available and eager to hear comments from consumers about their experiences. Each

compliment and complaint is noted in the database, and dealt with on a personal basis with the

interpreter. Our interpreters are proud to take jobs through us because they know that their

professional peers are held to the same high standards they are.

We implement a system of interviews, competency tests, and background checks with all

interpreters before contracting with them. We may also require medical exams, and

fingerprinting, depending on the nature of assignments that an interpreter would like to take.

For example, all interpreters who would like to receive pageouts for medical appointments must

have a current tuberculosis test one file. Our database holds information about all requirements,

and sends reminders when something is soon to expire.

Our interview process is always face to face, this sets us apart from most other agencies whohire interpreters sight unseen. Our Deaf staff members conduct interpreter interviews.

Conducting these interviews in ASL, rather than in English, gives us a chance to assess the

interpreters sign language skills.All interviews are rated and scored. This score is held inside the

database, and is used for suitability purposes when assigning jobs.

Unlike other agencies, if we are unable to fill a request, we pursue help from other agencies

that may have available interpreters. We currently work closely with other agencies to ensure that

all requests are filled. Our request fill rates have been above 98% in each of the four years since

our database has been calculating them, and our four-year average is over 98.5%. Without help

from other agencies we fill 96% of requests. The other 2.5% of our jobs are sub-contractedthrough other agencies, and are easily accounted for inside the database as well. Information

about interpreters that are contracted through other agencies is also held in our database, as we

hold them to the same standards of keeping information up to date. No interpreter, either

contacted directly by us, or sent through an agency we contract with, is ever sent to a job until

we have their certification records and background check on file.


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Outreach

As our name implies, Signing Resources & Interpreters is more than just an interpreter

referral agency. We work very close to the local Deaf and hard of hearing community, and have

become a resource for them, along with businesses in the community who might be looking forinformation. We believe strongly in supporting the community that makes our business possible.

An example of this is our support for businesses who hire Deaf or hard of hearing employees;

we offer discounted rates for interpreting job interviews and new employee orientations. Our

goal is to make it easier for businesses to hire Deaf and hard of hearing employees.

As an agency, Signing Resources & Interpreters is a member of many Deaf and hard of

hearing organizations. We offer service to these organizations at every chance possible. We

provide self-advocacy workshops, mentoring and intern programs, and a variety of other

community resources. We also coordinate fundraisers for these organizations by hosting golf

tournaments, holiday parties, bowling tournaments, and other activities. We sponsor all of thesefundraisers by donating the time and resources to plan and host the events.

Signing Resources & Interpreters provides outreach to Deaf and hard of hearing far beyond

that of most agencies. We are proud of our reputation for being accessible.


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Rate Structure

Services Price / Unit Mileage @ $.56 / Mi Min.

Sign Language Interpreter $65.00 / hr Yes 1 / hr

Certified Deaf Interpreter (CDI) $65.00 / hr Yes 1 / hr

Tactile Interpreter $70.00 / hr Yes 1 / hr

Oral Interpreter $65.00 / hr Yes 1 / hr

Computer-Assisted Real-Time Captioning $125.00 / hr Yes 1 / hr

Assistive Listening Devices (small setting) $50.00 / Event No N/A

Assistive Listening Devices (large setting) $100.00 / Event No N/A

Assistive Listening Devices Setup $40.00 / hr Yes 1 / hr

We charge a one-hour minimum and then by the half-hour. Interpreters are required to stay

only for the time originally booked. However, interpreters may be available for work beyond

the requested time. If an appointment goes over by more than five minutes, we charge for

the next half-hour.

Assisted listening devices are charged per event, for events lasting up to 7 days. Thisincludes all devices necessary to assist 10 people at a time. Specific instructions foruse are included with the device, and free help will be offered over the phone orthrough email. If extra help is needed on-site with setting up, setup rates listed in therate chart above may apply.

Cancellation Policy

After we confirm an interpreter for a request, we will send the requestor a confirmation,

either by email, fax, or a phone call. If you cancel all or part of the appointment after it is confirmed,

but less than 24 hours prior to the appointment, you will be charged for the entire appointment.

Budget Narrative

Signing Resources & Interpreters currently provides services very similar to the services

described in the RFP. No major changes would be needed in our infrastructure, organization, or

processes. The rates we are able to offer reflect our expense of increased staffing hours, extrasupplies, and travel expenses. Rates paid to the contracted interpreters vary depending on

certification level. These rates are generally $45.00 - $55.00/hr. + $.56/mi. An average rate of

$50.00/hr + .56 / mi. was used in the calculation to determine the rates available to the consumer.


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Conclusion

Signing Resources & Interpreters has been providing services to the Deaf and hard of

hearing community for many years. We understand the needs and desires of this community. We

also understand the businesses and agencies that depend on our services for communication. We are

available to help navigate ADA laws as they apply to the services needed.

Section 1.2. of the RFP states:

This system includes more than just scheduling for services, it

includes coordination to ensure effective communication occurs with all

Governmental Entities and their employees and consumers with Deafness,

Hearing Loss, or who are late-deafened.

In order to properly serve the Deaf and hard of hearing community, this contract should be

awarded to an agency which meets these needs specifically. Signing Resources & Interpreters alreadyhas the resources and equipment in place to take over the responsibilities of this contract.

We also believe that communication between the scheduling agency and the consumer is

important. Agencies which do not specialize in Deaf and hard of hearing services do not have the

means of accessibility that are inherent with this type of work. Our office staff monitors two

separate video phones, which gives our Deaf or hard of hearing consumers the ability to

communicate with us in their natural language. We feel strongly that in order to serve the

community properly, these types of access measures must be not only available, but practiced.

Another major aspect of our proposal is our unique database. We have built a very goodrelationship with the team that designed the database software specifically for us. This software gives

us two very important and distinct advantages over other agencies, the timeframe for readiness, and

lower costs associated with setup.

Thank you for your consideration, and we look forward to working with DHS to ensure a

quick and seamless transition.

Sincerely,

Belle Johnson, Deaf

Accountant, Co-Owner

Signing Resources & Interpreters

(877) 512-2246

Belle@signingresources com

Documents

Signing Resources & Interpreters- Redacted