LANGUAGE SERVICES GUIDELINES

FOR

ONE-STOP CAREER CENTER STAFF

Charles D Baker Governor Ronald L Walker II Secretary Alice Sweeney Director DCS Marisa de la Paz Director Multilingual Services EOLWD

Multilingual Services

The Office of Multilingual Services strives to ensure meaningful access to all aspects of agency programs services and activities for all Limited English Proficiency (LEP) customers by providing language expertise support and guidance

Multilingual Services is the central internal authority for language facilitation for EOLWD and its agencies We coordinate all language facilitation including translation and interpretation services for multiple languages as well as American Sign Language (ASL)

The Mass State Law requires that UI notices be issued in Spanish Portuguese Haitian Creole Chinese Vietnamese Russian Khmer Laotian Italian Korean French Arabic and any other language that is the primary language of the lesser of 10000 people or 05 of total state population according to GLc 151A sect 62A

Multilingual Services Unit

The Multilingual Services Unit also facilitates communication between EOLWD and its agencies DCS DUADIA DLS and DLR and Limited English Proficiency (LEP) customers by providing interpretation and translation services as needed

The Unit comprises staff who speak English Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German and Egyptian Arabic

Multilingual Services Unit

Staff in need of assistance to communicate with Limited English

Proficiency (LEP) customers can

bull Contact the Multilingual Services Unit if the language needed is Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German or Egyptian Arabic

bull Contact the over-the-phone language line for assistance in other languages or when Multilingual Services Unit staff is not available

bull For brief calls contact a staff member on the Internal Volunteer Bilingual Staff list You can find this list on the intranet at httpintranetCOSitePagesHomeaspx under ldquoFor Career Centersrdquo

Multilingual Services

The Office of Multilingual Services strives to ensure meaningful access to all aspects of agency programs services and activities for all Limited English Proficiency (LEP) customers by providing language expertise support and guidance

Multilingual Services is the central internal authority for language facilitation for EOLWD and its agencies We coordinate all language facilitation including translation and interpretation services for multiple languages as well as American Sign Language (ASL)

The Mass State Law requires that UI notices be issued in Spanish Portuguese Haitian Creole Chinese Vietnamese Russian Khmer Laotian Italian Korean French Arabic and any other language that is the primary language of the lesser of 10000 people or 05 of total state population according to GLc 151A sect 62A

Multilingual Services Unit

The Multilingual Services Unit also facilitates communication between EOLWD and its agencies DCS DUADIA DLS and DLR and Limited English Proficiency (LEP) customers by providing interpretation and translation services as needed

The Unit comprises staff who speak English Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German and Egyptian Arabic

Multilingual Services Unit

Staff in need of assistance to communicate with Limited English

Proficiency (LEP) customers can

bull Contact the Multilingual Services Unit if the language needed is Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German or Egyptian Arabic

bull Contact the over-the-phone language line for assistance in other languages or when Multilingual Services Unit staff is not available

bull For brief calls contact a staff member on the Internal Volunteer Bilingual Staff list You can find this list on the intranet at httpintranetCOSitePagesHomeaspx under ldquoFor Career Centersrdquo

Multilingual Services Unit

The Multilingual Services Unit also facilitates communication between EOLWD and its agencies DCS DUADIA DLS and DLR and Limited English Proficiency (LEP) customers by providing interpretation and translation services as needed

The Unit comprises staff who speak English Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German and Egyptian Arabic

Multilingual Services Unit

Staff in need of assistance to communicate with Limited English

Proficiency (LEP) customers can

bull Contact the Multilingual Services Unit if the language needed is Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German or Egyptian Arabic

bull Contact the over-the-phone language line for assistance in other languages or when Multilingual Services Unit staff is not available

bull For brief calls contact a staff member on the Internal Volunteer Bilingual Staff list You can find this list on the intranet at httpintranetCOSitePagesHomeaspx under ldquoFor Career Centersrdquo

Multilingual Services Unit

Staff in need of assistance to communicate with Limited English

Proficiency (LEP) customers can

bull Contact the Multilingual Services Unit if the language needed is Spanish Portuguese Vietnamese Cantonese Mandarin Cape Verdean Creole French German or Egyptian Arabic

bull Contact the over-the-phone language line for assistance in other languages or when Multilingual Services Unit staff is not available

bull For brief calls contact a staff member on the Internal Volunteer Bilingual Staff list You can find this list on the intranet at httpintranetCOSitePagesHomeaspx under ldquoFor Career Centersrdquo

Multilingual Services Unit

The Multilingual Services Unit office hours are

Monday to Friday

830 AM to 1200 PM

100 PM to 400 PM

If a Multilingual Services Unit staff member is not available please leave a message or if immediate assistance is required call the over-the-phone language line

Multilingual Services Unit

Multilingual Services Unit Contact Information

Andrea Berasaluce for Spanish French German and Egyptian Arabic617-626-5142aberasalucedetmaorg

Lillianna Leung for Cantonese Mandarin and Vietnamese 617-626-5475 lleungdetmaorg

Vita Lopes for Portuguese Cape Verdean Creole and Spanish617-626-5476Vitalinalopesdetmaorg

Multilingual Services Unit

Multilingual Services Unit Contact Information

Andrea Berasaluce for Spanish French German and Egyptian Arabic617-626-5142aberasalucedetmaorg

Lillianna Leung for Cantonese Mandarin and Vietnamese 617-626-5475 lleungdetmaorg

Vita Lopes for Portuguese Cape Verdean Creole and Spanish617-626-5476Vitalinalopesdetmaorg

Over-the-Phone Language Line

WHEN RECEIVING A CALL from an LEP customer 1 Use Conference Hold to place the customer on hold

2 Dial 1-866-874-9048

3 Enter on your telephone keypad or provide the representative

Press 1 for Spanish

Press 2 for all other languages and speak the name of the language you need at the prompt

Enter Your 3 Digit Access Code (listed on the next slide)bull An Interpreter will be connected to the call bull Please provide 6 digits Client ID if asked (call Multilingual Services to obtain number)

4 Brief the Interpreter Summarize what you wish to accomplish and give any special instructions

5 Add the LEP customer to the line

6 Say ldquoEnd of Callrdquo to the Interpreter when the call is completed

NOTE When placing a call to an LEP customer begin at Step 2 If you need assistance placing a call to an LEP customer please inform the interpreter at the beginning of the call

Language Line Services is our external over-the-phone language line providing interpreter services in over 240 languages

Over-the-Phone Language Line

Three digit Location Access Code

Boston JobNet 101

Boston Boston CareerLink 102

Boston The Work Place 103

Cambridge Career Source 104

Chelsea Career Source 105

Woburn The Career Place 106

Framingham Employment and Training Resources 107

Newtonville Employment and Training Resources 108

Norwood Employment and Training Resources 109

Gloucester North Shore Career Center 110

Haverhill Valley Works 111

Lawrence Valley Works 112

Lowell Career Center of Lowell 113

Lynn Access Point ndash NSCC- Lynn 114

Salem North Shore Career Center 115

Attleboro Attleboro Career Center 116

Brockton Career Works 117

Fall River Fall River Career Center 118

Falmouth Career Opportunities 119

Hyannis Career Opportunities 120

New Bedford New Bedford Career Center 121

Orleans Career Opportunities 122

Plymouth Plymouth Career Center 123

Quincy Quincy Career Center 124

Taunton Taunton Career Center 125

Wareham Wareham Career Center 126

Gardner North Central Career Centers 127

Leominster North Central Career Centers 128

Milford Workforce Central of Milford 129

Southbridge Workforce Central of Southbridge 130

Worcester Workforce Central of Worcester 131

Greenfield FranklinHampshire Career Center 132

Orange FranklinHampshire Career Center 133

Holyoke Career Point 134

North Adams Berkshire Works North Adams 135

Northampton FranklinHampshire Career Center 136

Pittsfield Berkshire Works Pittsfield 137

Springfield Future Works 138

Over-the-Phone Language Line

Three digit Location Access Code

Boston JobNet 101

Boston Boston CareerLink 102

Boston The Work Place 103

Cambridge Career Source 104

Chelsea Career Source 105

Woburn The Career Place 106

Framingham Employment and Training Resources 107

Newtonville Employment and Training Resources 108

Norwood Employment and Training Resources 109

Gloucester North Shore Career Center 110

Haverhill Valley Works 111

Lawrence Valley Works 112

Lowell Career Center of Lowell 113

Lynn Access Point ndash NSCC- Lynn 114

Salem North Shore Career Center 115

Attleboro Attleboro Career Center 116

Brockton Career Works 117

Fall River Fall River Career Center 118

Falmouth Career Opportunities 119

Hyannis Career Opportunities 120

New Bedford New Bedford Career Center 121

Orleans Career Opportunities 122

Plymouth Plymouth Career Center 123

Quincy Quincy Career Center 124

Taunton Taunton Career Center 125

Wareham Wareham Career Center 126

Gardner North Central Career Centers 127

Leominster North Central Career Centers 128

Milford Workforce Central of Milford 129

Southbridge Workforce Central of Southbridge 130

Worcester Workforce Central of Worcester 131

Greenfield FranklinHampshire Career Center 132

Orange FranklinHampshire Career Center 133

Holyoke Career Point 134

North Adams Berkshire Works North Adams 135

Northampton FranklinHampshire Career Center 136

Pittsfield Berkshire Works Pittsfield 137

Springfield Future Works 138

Report of Usage

When using the over-the-phone language line you must complete a ldquoReport of Usagerdquo which can be found on the Multilingual tap on intranetdetmaorg

bull Complete and submit the Report of Usage immediately following the call The information submitted is for tracking purposes

bull If you have any concern about the service please note it in the comment section of the Report of Usage

Over the Phone Language Services Report of Usage

Your Name

Call Center Career Center Hearing Office (Enter the name of your Call Center or Hearing Office (eg Boston

UITCC))

Date and Time of Call

Approximate Duration of Call Hours

Minutes

Language Requested

Services Provided

Assistance for Career Center services

How would you rate the Language Line Services

Excellent Very Good Good Fair Poor

Comments Attempted to reach Andrea at Multilingual Services before calling Language Line

Marisa de la Paz

FutureWorks - Springfield

32100 PM

482015

11 mins

0 hr

Spanish

Report of Usage

Conference Calls

If you receive a call from an LEP customerhellip

1 Place the LEP customer on conference Call the Multilingual Services Unit or the Language Line at 1-866-874-9048

2 Once the interpreter is connected press conference again and you will be on a 3-way conference call

3 Speak clearly in short sentences and leave enough time for the interpreter to interpret

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Conference Calls

If you need to contact an LEP customerhellip

1 Call the Multilingual Services Unit or the Language Line at 1-866-874-9048

2 When the interpreter is connected place the interpreter on conference Call the customer press the conference button again and you will be on a 3-way conference call

3 If needed a Multilingual Services Unit staff member can place the call for you within the US or Canada

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

InterpreterLimited English

Speaker

Conference Calls

If the LEP customer is at the Career Centerhellip

1 If either you or the customer cannot identify the language needed show the customer the Language Identification Flashcard to let himher indicate the language needed

2 Call the Multilingual Services Unit or the language line at 1-866-874-9048

3 When the interpreter is connected place the interpreter on speaker phone and start the conversation

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Language Identification Flashcard

This Flashcard reads I speak (language) in 38 languages and can be used to identify the language spoken by LEP customers

You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at httpintranetCOSitePagesHomeaspx under the menu heading ldquoI Speak Flashcardrdquo

Conference Calls

If you receive a call from an LEP customerhellip

1 Place the LEP customer on conference Call the Multilingual Services Unit or the Language Line at 1-866-874-9048

2 Once the interpreter is connected press conference again and you will be on a 3-way conference call

3 Speak clearly in short sentences and leave enough time for the interpreter to interpret

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Conference Calls

If you need to contact an LEP customerhellip

1 Call the Multilingual Services Unit or the Language Line at 1-866-874-9048

2 When the interpreter is connected place the interpreter on conference Call the customer press the conference button again and you will be on a 3-way conference call

3 If needed a Multilingual Services Unit staff member can place the call for you within the US or Canada

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

InterpreterLimited English

Speaker

Conference Calls

If the LEP customer is at the Career Centerhellip

1 If either you or the customer cannot identify the language needed show the customer the Language Identification Flashcard to let himher indicate the language needed

2 Call the Multilingual Services Unit or the language line at 1-866-874-9048

3 When the interpreter is connected place the interpreter on speaker phone and start the conversation

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Language Identification Flashcard

This Flashcard reads I speak (language) in 38 languages and can be used to identify the language spoken by LEP customers

You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at httpintranetCOSitePagesHomeaspx under the menu heading ldquoI Speak Flashcardrdquo

Conference Calls

If you need to contact an LEP customerhellip

1 Call the Multilingual Services Unit or the Language Line at 1-866-874-9048

2 When the interpreter is connected place the interpreter on conference Call the customer press the conference button again and you will be on a 3-way conference call

3 If needed a Multilingual Services Unit staff member can place the call for you within the US or Canada

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

InterpreterLimited English

Speaker

Conference Calls

If the LEP customer is at the Career Centerhellip

1 If either you or the customer cannot identify the language needed show the customer the Language Identification Flashcard to let himher indicate the language needed

2 Call the Multilingual Services Unit or the language line at 1-866-874-9048

3 When the interpreter is connected place the interpreter on speaker phone and start the conversation

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Language Identification Flashcard

This Flashcard reads I speak (language) in 38 languages and can be used to identify the language spoken by LEP customers

You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at httpintranetCOSitePagesHomeaspx under the menu heading ldquoI Speak Flashcardrdquo

Conference Calls

If the LEP customer is at the Career Centerhellip

1 If either you or the customer cannot identify the language needed show the customer the Language Identification Flashcard to let himher indicate the language needed

2 Call the Multilingual Services Unit or the language line at 1-866-874-9048

3 When the interpreter is connected place the interpreter on speaker phone and start the conversation

For brief calls you can call a staff person listed on the Internal Volunteer Bilingual Staff list

DCS Staff

Limited EnglishSpeaker

Interpreter

Language Identification Flashcard

This Flashcard reads I speak (language) in 38 languages and can be used to identify the language spoken by LEP customers

You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at httpintranetCOSitePagesHomeaspx under the menu heading ldquoI Speak Flashcardrdquo

Language Identification Flashcard

This Flashcard reads I speak (language) in 38 languages and can be used to identify the language spoken by LEP customers

You can find the link to the Language Identification Flashcard on the Multilingual Services Unit intranet page at httpintranetCOSitePagesHomeaspx under the menu heading ldquoI Speak Flashcardrdquo

How to Say ldquoOne Moment Pleaserdquo in Eighteen Common Languages

Tips

bull Remember that over-the-phone interpretation is ldquoconsecutiverdquo interpretation This means there must be pauses while the interpreter repeats each statement in the respective language

bull Remember to speak in the first person just as you would if speaking directly to the customer (eg ldquoWhat is your primary occupation instead of ldquoAsk her what her primary occupation isrdquo)

You can find the ldquoTips for Working With an Interpreter flyer on the Multilingual Services Unit intranet page

Working with an Over-the-Phone Language Interpreter

Tips

bull Remember that over-the-phone interpretation is ldquoconsecutiverdquo interpretation This means there must be pauses while the interpreter repeats each statement in the respective language

bull Remember to speak in the first person just as you would if speaking directly to the customer (eg ldquoWhat is your primary occupation instead of ldquoAsk her what her primary occupation isrdquo)

You can find the ldquoTips for Working With an Interpreter flyer on the Multilingual Services Unit intranet page

Working with an Over-the-Phone Language Interpreter

DCS Notification Letters in 13 languages

Career Center Seminar (CCS) CCSREACCS Initial Notification Letter CCSREA Letter

If not attended within 10 days then If not attended within 10 days then - CCS Reminder letter and - CCSREA Second letter and - Robo Call (English amp Spanish) - Robo Calls (English amp Spanish)

If not attended within 3 weeks and not re-scheduled 1 week sanction

If not attained the REA Review by 4th week - REA Review Reminder letter and - Robo Calls (English amp Spanish)

If not attained by 5th week indefinite sanction

DCS Correspondence

English 2875 861Spanish 380 113Portuguese 23 06Russian 13 03Vietnamese 11 03Other 9 02Polish 6 01Chinese (Cantonese) 3Somali 3Ukrainian 3Arabic 2French 2Swahili 2American Sign Language 1Farsi 1Hindi 1Italian 1Laotian 1Romanian 1

3338

CCS Notification Letter by Career Center and Primary Language04012014 ndash 04032015

UI Online

Moses Primary Language Field

UI Claimantrsquos Primary Language Cape Verdean 219

Albanian 62Polish 27Bosnian 13Somali 12Hindi 12Twi 11Amharic 11Greek 10Bulgarian 9Tibetan 7Burmese 6Ukrainian 5Tigrinya 5Croatian 4Hmong 4Romanian 3American Sign 3Urdu 3Toisanese 2Tagalog 2Swahili 2Bengali 2Thai 2Farsi 2Turkish 1Afrikaans 1EgyptianArabic 1Persian 1Hebrew 1Gujarati 1Tamil 1

(ldquoprimaryrdquo language groups) for claims filed with a BYB of 01012014 thru 06062014

12 Statutory languages English 111072 Spanish 5527 Portuguese 1139 Cantonese 479 Haitian Creole 267 Vietnamese 175 Khmer (Cambodian) 90 Mandarin 79 Russian 60 French 59 Arabic 49 Laotian 22 Italian 15 Korean 11

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

English 2875 861Spanish 380 113Portuguese 23 06Russian 13 03Vietnamese 11 03Other 9 02Polish 6 01Chinese (Cantonese) 3Somali 3Ukrainian 3Arabic 2French 2Swahili 2American Sign Language 1Farsi 1Hindi 1Italian 1Laotian 1Romanian 1

3338

CCS Notification Letter by Career Center and Primary Language04012014 ndash 04032015

UI Online

Moses Primary Language Field

UI Claimantrsquos Primary Language Cape Verdean 219

Albanian 62Polish 27Bosnian 13Somali 12Hindi 12Twi 11Amharic 11Greek 10Bulgarian 9Tibetan 7Burmese 6Ukrainian 5Tigrinya 5Croatian 4Hmong 4Romanian 3American Sign 3Urdu 3Toisanese 2Tagalog 2Swahili 2Bengali 2Thai 2Farsi 2Turkish 1Afrikaans 1EgyptianArabic 1Persian 1Hebrew 1Gujarati 1Tamil 1

(ldquoprimaryrdquo language groups) for claims filed with a BYB of 01012014 thru 06062014

12 Statutory languages English 111072 Spanish 5527 Portuguese 1139 Cantonese 479 Haitian Creole 267 Vietnamese 175 Khmer (Cambodian) 90 Mandarin 79 Russian 60 French 59 Arabic 49 Laotian 22 Italian 15 Korean 11

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

UI Online

Moses Primary Language Field

UI Claimantrsquos Primary Language Cape Verdean 219

Albanian 62Polish 27Bosnian 13Somali 12Hindi 12Twi 11Amharic 11Greek 10Bulgarian 9Tibetan 7Burmese 6Ukrainian 5Tigrinya 5Croatian 4Hmong 4Romanian 3American Sign 3Urdu 3Toisanese 2Tagalog 2Swahili 2Bengali 2Thai 2Farsi 2Turkish 1Afrikaans 1EgyptianArabic 1Persian 1Hebrew 1Gujarati 1Tamil 1

(ldquoprimaryrdquo language groups) for claims filed with a BYB of 01012014 thru 06062014

12 Statutory languages English 111072 Spanish 5527 Portuguese 1139 Cantonese 479 Haitian Creole 267 Vietnamese 175 Khmer (Cambodian) 90 Mandarin 79 Russian 60 French 59 Arabic 49 Laotian 22 Italian 15 Korean 11

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

Moses Primary Language Field

UI Claimantrsquos Primary Language Cape Verdean 219

Albanian 62Polish 27Bosnian 13Somali 12Hindi 12Twi 11Amharic 11Greek 10Bulgarian 9Tibetan 7Burmese 6Ukrainian 5Tigrinya 5Croatian 4Hmong 4Romanian 3American Sign 3Urdu 3Toisanese 2Tagalog 2Swahili 2Bengali 2Thai 2Farsi 2Turkish 1Afrikaans 1EgyptianArabic 1Persian 1Hebrew 1Gujarati 1Tamil 1

(ldquoprimaryrdquo language groups) for claims filed with a BYB of 01012014 thru 06062014

12 Statutory languages English 111072 Spanish 5527 Portuguese 1139 Cantonese 479 Haitian Creole 267 Vietnamese 175 Khmer (Cambodian) 90 Mandarin 79 Russian 60 French 59 Arabic 49 Laotian 22 Italian 15 Korean 11

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

UI Claimantrsquos Primary Language Cape Verdean 219

Albanian 62Polish 27Bosnian 13Somali 12Hindi 12Twi 11Amharic 11Greek 10Bulgarian 9Tibetan 7Burmese 6Ukrainian 5Tigrinya 5Croatian 4Hmong 4Romanian 3American Sign 3Urdu 3Toisanese 2Tagalog 2Swahili 2Bengali 2Thai 2Farsi 2Turkish 1Afrikaans 1EgyptianArabic 1Persian 1Hebrew 1Gujarati 1Tamil 1

(ldquoprimaryrdquo language groups) for claims filed with a BYB of 01012014 thru 06062014

12 Statutory languages English 111072 Spanish 5527 Portuguese 1139 Cantonese 479 Haitian Creole 267 Vietnamese 175 Khmer (Cambodian) 90 Mandarin 79 Russian 60 French 59 Arabic 49 Laotian 22 Italian 15 Korean 11

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

Limited English Population in Massachusetts

Language Number of speakers

Speakers as of total population

Number of total population that Speaks English ldquovery wellrdquo andor well

of total population that speaks English ldquovery wellrdquo andor well

Number of total population that speaks English less than ldquoWellrdquo andor Not at All (LEP)

of total population that speaks English less than Well andor Not at All (LEP)

Total pop 18 and Older

4853130

Speak only English 3944715

Spanish 270460 56 198565 41 71895 15

Portuguese 134960 28 95345 20 39620 08

Chinese 60150 12 42100 09 18050 04

French 76850 16 71590 15 5255 01

Haitian Creole 31845 07 25035 05 6810 01

Italian 56195 12 49670 10 6525 01

Russian 27575 06 18585 04 8990 02

Vietnamese 23465 05 14470 03 8990 02

Greek 26015 05 22945 05 3070 01

Arabic 15620 03 13920 03 1705 00

Khmer 13830 03 8705 02 5125 01

Polish 25180 05 22355 05 2825 005

German 18120 04 17475 04 650 00

Hindi 8240 02 7810 02 430 00

Korean 10590 02 8485 02 2105 00

Laotian 2690 01 1955 00 730 00

Language Statistics Census 2000 (revised 2006) LEP Population Persons 18 years and older who speak a language other than English at home

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

American Sign Language

Follow these guidelines when requesting an American SignLanguage (ASL) interpreter from the Massachusetts Commission forthe Deaf and Hard of Hearing (MCDHH)

Send an email to Lynne Rose (Lynnerosestatemaus) Adrienne Woumnm (Addriennewoumnmstatemaus) and cc Marisa de la Paz at mdelapazdetmaorg

Include the following information in your email

bull Date service is neededbull Start timebull End time bull Address where service will be provided bull Name and phone number of the person to be contacted regarding the

requestbull Name(s) of the deaf or hard of hearing participant(s)bull Any other pertinent information

Important Please follow-up with a phone call to MCDHH to confirm your request

American Sign Language

bullRemember to have the ASL interpreter fill out the American Sign Language Interpreter Form for Career Centers and to send their billing information directly to the Director of the Multilingual Services Unit by fax to 617-727-8705

bullIf you need to place a call to a customer with a hearing impairment dial 711 This is the relay number for communication assistance with the hearing impaired customers An operator will assist in your communication with the customer

Multilingual Services Resources

Multilingual Services Intranet page offer staff the following resources

bull Language Access Plan (LAP)

bull Language Services Guidelines

bull List of Community-Based Organizations

bull List of Internal Volunteer Bilingual Staff

bull Guidelines to request American Sign Language (ASL) Interpreters

bull Language Identification Flashcard ldquoI Speak Cardsrdquo

bull ldquoOne Moment Pleaserdquo Flashcard

bull Career Center Seminar videos in English ASL Spanish and Portuguese

bull Career Center Seminar Power Point Presentation in 13 languages

httpintranetCOSitePagesHomeaspx

INTRANET

Languages available on-site at CCRegion CityTown Career Center Name Career Center Website Languages Spoken1

Boston Region

Boston Career Link wwwjobnetbostonorg

Cantonese Mandarin Vietnamese

Spanish Haitian Creole

Metro North

Woburn The Career Place wwwcareerplacejobscom

Spanish Norwegian

Danish Swedish

Portuguese

Metro South

Norwood Employment and

Training Resources wwwetrcccom

Russian Bulgarian Japanese

Northeastern Massachusetts

Lawrence ValleyWorks wwwvalleyworkscc Spanish

Lowell Career Center of Lowell wwwcclowellorg

Spanish Portuguese Khmer Laotian

Salem North Shore Career

Center wwwnscareersorg

Spanish

Southeastern Massachusetts

Brockton Career Works wwwcareerworksorg

Portuguese Spanish

Cape Verdean Creole

Haitian Creole

Fall River Fall River Career

Center wwwbristolwiborg

Portuguese Spanish

New Bedford New Bedford Career Center

wwwnewbedfordcareercenterorg Portuguese Spanish

Cape Verdean Creole

Quincy Quincy Career Center wwwquincycareercenterorg

Chinese Vietnamese Mandarin Cantonese

Greek

Central Massachusetts

Leominster North Central Career

Centers wwwccncmcom

Spanish Italian

Southbridge Workforce Central

Career Center wwwworkforcecentralmaorg

Spanish Laotian French

Worcester Workforce Central

Career Center wwwworkforcecentralmaorg

Spanish Vietnamese

Albanian

Western Massachusetts

Holyoke CareerPoint wwwcareerpointmaorg Spanish

Springfield FutureWorks Career

Center wwwgetajobcc

Spanish Polish Russian Italian

To access translated publications and documents visit the Executive Office of Labor and Workforce Development website

httpwwwmassgovlwdeolwdmultilingual-information

Multilingual Services Resources

Informacioacuten para solicitantes del Seguro de Desempleo

Informacioacuten para buscadores de empleo

Informacioacuten sobre la Indemnizacioacuten por Accidentes de Trabajo

Informacioacuten sobre la Seguridad Ocupacional

Espantildeol

Languages available on-site at CCRegion CityTown Career Center Name Career Center Website Languages Spoken1

Boston Region

Boston Career Link wwwjobnetbostonorg

Cantonese Mandarin Vietnamese

Spanish Haitian Creole

Metro North

Woburn The Career Place wwwcareerplacejobscom

Spanish Norwegian

Danish Swedish

Portuguese

Metro South

Norwood Employment and

Training Resources wwwetrcccom

Russian Bulgarian Japanese

Northeastern Massachusetts

Lawrence ValleyWorks wwwvalleyworkscc Spanish

Lowell Career Center of Lowell wwwcclowellorg

Spanish Portuguese Khmer Laotian

Salem North Shore Career

Center wwwnscareersorg

Spanish

Southeastern Massachusetts

Brockton Career Works wwwcareerworksorg

Portuguese Spanish

Cape Verdean Creole

Haitian Creole

Fall River Fall River Career

Center wwwbristolwiborg

Portuguese Spanish

New Bedford New Bedford Career Center

wwwnewbedfordcareercenterorg Portuguese Spanish

Cape Verdean Creole

Quincy Quincy Career Center wwwquincycareercenterorg

Chinese Vietnamese Mandarin Cantonese

Greek

Central Massachusetts

Leominster North Central Career

Centers wwwccncmcom

Spanish Italian

Southbridge Workforce Central

Career Center wwwworkforcecentralmaorg

Spanish Laotian French

Worcester Workforce Central

Career Center wwwworkforcecentralmaorg

Spanish Vietnamese

Albanian

Western Massachusetts

Holyoke CareerPoint wwwcareerpointmaorg Spanish

Springfield FutureWorks Career

Center wwwgetajobcc

Spanish Polish Russian Italian

To access translated publications and documents visit the Executive Office of Labor and Workforce Development website

httpwwwmassgovlwdeolwdmultilingual-information

Multilingual Services Resources

Informacioacuten para solicitantes del Seguro de Desempleo

Informacioacuten para buscadores de empleo

Informacioacuten sobre la Indemnizacioacuten por Accidentes de Trabajo

Informacioacuten sobre la Seguridad Ocupacional

Espantildeol

To access translated publications and documents visit the Executive Office of Labor and Workforce Development website

httpwwwmassgovlwdeolwdmultilingual-information

Multilingual Services Resources

Informacioacuten para solicitantes del Seguro de Desempleo

Informacioacuten para buscadores de empleo

Informacioacuten sobre la Indemnizacioacuten por Accidentes de Trabajo

Informacioacuten sobre la Seguridad Ocupacional

Espantildeol

Informacioacuten para solicitantes del Seguro de Desempleo

Informacioacuten para buscadores de empleo

Informacioacuten sobre la Indemnizacioacuten por Accidentes de Trabajo

Informacioacuten sobre la Seguridad Ocupacional

Espantildeol

Welcome to the Multilingual Webpage On this page you will find valuable information on Unemployment Insurance Services Employment Services Workerrsquos Compensation and Occupational Safety You can view andor download forms and publications in 12 languages Spanish Portuguese Haitian Creole Chinese Vietnamese Russian Khmer Laotian Italian French Korean and Arabic In addition you can find information on Workerrsquos Compensation in Cape Verdean

Spanish Claimants Informacioacuten para reclamantes del seguro de desempleo (DUA) Job Seekers Informacioacuten para buscadores de empleo Workersacute Compensation Informacioacuten Sobre la Indemnizacioacuten por Accidentes de Trabajo Occupational Safety Seguridad Ocupacional

Portuguese Claimants Informaccedilatildeo para Requerentes de Seguro de Desemprego Job Seekers Informaccedilatildeo para Desempregados em Busca de Trabalho Workersrsquos Compensation Informaccedilatildeo sobre Seguros de Acidentes de Trabalho

Haitian Creole Claimants Enfogravemasyon pou moun k ap fegrave reklamasyon nan benefis Job Seekers Enfogravemasyon pou moun k ap chache travay Workersacute Compensation Enfogravemasyon sou asirans pou aksidan nan travay

Chinese Claimants 失業保險求償相關資訊 Job Seekers 找工作的相關資訊 Workersacute Compensation 工傷賠償相關資訊

Vietnamese Claimants Thocircng Tin về Người Xin Bồi Thường Bảo Hiểm Thất Nghiệp Job Seekers Thocircng Tin cho Người Tigravem Việc Workersacute Compensation Thocircng Tin về Bồi Thường Tai Nạn Lao Động Occupational Safety Sở Tiecircu Chuẩn Lao Động

Russian Claimants Бeзpaбoтицa Job Seekers Служба трудоустройства

Italian Claimants Informazioni per i richiedenti del sussidio di disoccupazione Job Seekers Informacioacuten para buscadores de empleo

Laotian

Claimants ƐƜƪ ƋƀƅǙƖ ƆƩƘƕǔƙƇǚƞƋƀƞƋƘƖǙƞƃƃƞƋ

Job Seekers ƐƜƪ ƋƀƌǞƕǑƀƞƋƇǚƞƋƙƞƅǒƌ

Khmer Claimants ŴƤ ȓicirc ŷƄ

Cape Verdean Workersacute Compensation Infurmason sobri Seguru di Trabadjador

Arabic Workersacute Compensation ΔϳϋΎϧλ ϟΙ ΩϭΣϟΓέΩΔϳϋΎϧλ ϟΙ ΩϭΣϟΓέΩ (DIA) Claimants ΔϳΑέόϟ DUA

Korean Claimants 한국어 DUA

Espantildeol

Portuguecircs

Kreyol

中文Ngocircn Ngư Việt Nam

Бeзpaбoтицa

Italiano

ພາສາລາວ

ភាសាខរ

Kriolu di Kabo Verdi

اللغةالعربية

Franccedilais

한국어

Informacioacuten para buscadores de empleo (DCS)

Introduccioacutenndash Establezca su plan profesional

Promocione sus capacidades por escrito - El curriculum vitae (resume) Promocione sus capacidades por escritondash La carta de presentacioacuten

Promocione sus capacidades por escrito-La solicitud de empleo

Consiga el empleo que buscandash La entrevista Consiga el empleo que busca - La creacioacuten de una red de contactos

Guiacutea para la Creacioacuten de un Curriacuteculum

Manual para la Buacutesqueda de Trabajo

Contact Information

Multilingual Services Director Marisa de la Paz 617-626-5471 mdelapazdetmaorg

Multilingual Unit SpecialistsAndrea Berasaluce 617-626-5142 aberasalucedetmaorg

Lillianna Leung 617-626-5475 lleungdetmaorg

Vita Lopes 617-626-5476Vitalinalopesdetmaorg

Gracia

s

Merci

Grazie

Khawp

jai Spa

si

bo

Thank you

Obrigado

Mesi谢谢

cảm ơn Arkun

شكرا

Gracia

s

Merci

Grazie

Khawp

jai Spa

si

bo

Thank you

Obrigado

Mesi谢谢

cảm ơn Arkun

شكرا