Countywide Language Access Departmental Language Access Plan (DLAP)
The Departmental Language Access Plan, or DLAP, is intended to establish the minimum requirements for County departments to ensure that they are striving towards providing consistent, high-quality language access.
The Los Angeles County Probation (LACP) Department’s Mission is to enhance public safety, ensure victims’ rights, and effect positive probationer behavioral changes by providing equitable services that are responsive to the cultural and linguistic needs of our diverse client populations.
Department Priority Languages
LACP will provide services for all speakers of Languages Other Than English (“LOTE”). Our largest LOTE speaking languages include, but are not limited to Spanish, Mandarin, Arabic, Armenian and Cantonese based on the analytics of our contracted vendor LanguageLine Solutions.
LA COUNTY PROBATION (LACP) DEPARTMENT’S LANGUAGE ACCESS POLICY
LACP is committed to providing linguistic and culturally appropriate services to all our clients and their families. It shall be the policy of LACP to take reasonable steps to ensure timely & accurate communication and access to all individuals regardless of national origin or primary language. All employees, contractors, and vendors performing probation-related functions are required to provide free language assistance services to individuals who are Languages Other Than English (LOTE). These services will be made available during all interactions with clients, their families, and members of the public, in any language upon request.
LACP will ensure that the public is informed that language assistance services are available at no cost and reaffirms its commitment to delivering equitable access as an integral part of its mission to serve and protect the diverse communities of Los Angeles County. The policy applies to LACP’s clients and their families.
KEY TERMS & DEFINITIONS
Speaker of a Language Other Than English (LOTE): Also Limited English Proficiency (LEP) or English Language Learner (ELL)
This designation refers to individuals who do not speak English as their primary language and who do not read, write or speak English. For the purposes of equity and alignment with the Countywide Language Access Policy, this DLAP uses the term LOTE.
Preferred Language: The primary language in which an individual prefers to read, write and speak.
Interpretation: Rendering spoken or signed language into another language while maintaining the meaning and tone of the language.
Translation: Rendering written communication into another language while preserving meaning.
Vital Documents: Documents that affect enrollment, continued participation, or termination from a County program, benefit, or service.
Language Access: The provision of free language assistance to LOTE speakers in their preferred language, including through interpretation and translation services, to help enable reasonable access to and an opportunity to fully participate in the services, resources, and programs administered by the County.
Language Access Complaint: Common scenarios include but are not limited to the availability of language services not communicated to the public, when language services were not provided when requested, and when the quality of language services did not meet the needs of the LOTE speaker.
PROCEDURES
The level of assistance is determined at Point of Contact. Upon arrival to a Probation facility intake staff will determine LOTE speaker needs. Intake staff/ reception will contact the appropriate bilingual staff and/or access contracted translation service provider. Once assessed then assigned, language assistance will be provided throughout the term of the client’s probation. Policy procedures regarding this will be documented via a Directive and/or Policy Manual.
Identifying Preferred Languages
LACP is committed to ensuring effective communication with all individuals, regardless of their primary language. To uphold this commitment, staff must take proactive steps to identify a client’s preferred spoken and written language at the earliest point of contact.
Whenever possible, language preference information is recorded in relevant departmental systems (e.g., PCMS and APS) prior to in-person interaction. At intake or reception, staff are trained to assess whether a client or their family member is a speaker of a language other than English (LOTE).
Once a preferred language is identified, staff must offer free interpretation services. This offer must be made clearly and respectfully, and the individual’s acceptance or refusal must be documented in their file. If accepted, staff will follow established interpreter service protocols, which include contacting authorized in-person, telephonic, or video remote interpretation providers in a timely manner. Staff are prohibited from relying on children, family members, or unqualified individuals to interpret, except in emergencies or when expressly requested by the client and permitted by policy.
To support consistent and equitable service, all LACP employees who interact with the public receive ongoing training on language identification, proper documentation procedures, and the protocols for requesting interpretation or translation services. This training reinforces LACP’s dedication to delivering culturally and linguistically responsive services that meet the needs of our diverse client populations.
Vital documents
Vital documents are written materials that are critical to an individual’s ability to access, understand, and benefit from the services, programs, or activities offered by the Los Angeles County Probation Department (LACP). These documents contain essential information required by law, regulation, or departmental policy and directly affect a person’s rights, responsibilities, or access to benefits and services.
Examples of vital documents include, but are not limited to:
- Applications, intake forms, and consent forms
- Notices of rights, responsibilities, or disciplinary actions
- Legal or court-related documents
- Grievance or complaint forms and procedures
- Conditions of probation and behavioral expectations
To ensure equitable access, these documents must be translated into the most frequently encountered languages within LACP’s service population. Interpretation services should be provided for any vital document when translation is not immediately available.
LACP recognizes that ensuring meaningful access to vital documents is a core component of language access and is essential to upholding the Department’s mission to serve all clients equitably and effectively.
LACP has translated vital documents into Spanish. All Bureaus who provide services directly to clients. Although there are no other languages into which these vital documents are translated, therefore, priority will be given to translating these same documents into our other Priority Languages (Mandarin, Arabic, Armenian and Cantonese.)
Policy on Untrained Interpreters
LACP will develop a policy for untrained interpreters based on the policy of the County.
The policy will include LACP offering human interpretation services by way of staff and/or contracted vendor services. The LOTE speaker’s response will be documented in our computer systems (Adult – APS/ Juvenile -PCMS). An untrained interpreter will not be used unless specifically requested by the LOTE speaker and only after that individual has understood that the Department has made an offer to provide services with no cost. Children and other clients will not be used to ensure confidentiality and accuracy of the information unless absolutely necessary in the event of an emergency.
Notification of Language Assistance
At every point of contact (usually by telephone or at intake and orientation meetings) when a LOTE speaker comes into our Department, we shall provide we will communicate the availability of language assistance services on the receptionist/ lobby windows in every Probation facility the Department. Posters will notify LOTE speakers that “Free Interpreter Services Available Upon Request.” This message will be translated into Spanish, Mandarin Chinese, Cantonese, Arabic, and Armenian.
LACP will publish our Notification Policy on the Department website under a section titled, “Know Your Language Access Rights.”
The Department will provide in-language social media that directs speakers to our webpage notification policy.
We will communicate during community meetings and events and any critical point of interaction for our LOTE speakers.
Monitoring Language Assistance Effectiveness
This section speaks to how your Department will regularly assess the quality of language assistance provided to LOTE speakers.
Evaluation of Language Assistance
Detailed description of the qualification and training required for bilingual staff within LACP.
Staff interested in obtaining county-certified bilingual examiner status must have their immediate supervisor submit a request to the designated staff within the Exams Unit including: Employee’s full name, ID number, Operational need for the certification, Language for which certification is requested, Type of certification requested: Speaking Only or Speaking and Writing. Noting that obtaining language certification does not guarantee eligibility for a bilingual bonus.
Bilingual staff are essential in various operational settings. They are commonly utilized to communicate effectively with: Juveniles in camps and halls, Adult probationers, and Members of the general public.
If a LACP bilingual staff is not available would the use of contracted language services be required.
Language assistance is available at all Points of Contact for LOTE speakers. LACP provides bilingual staffing throughout the Department. If bilingual staff are not available, there is an external vendor contracted. The external vendor, LanguageLine, offers expert language assistance twenty-four/seven (24/7) of over 290+ languages.
LACP will utilize data collected by our logs and the contracted vendor LanguageLine Analytics which provides comprehensive, secure access to real-time, search-based analytics for on-demand interpreting.
LACP will follow County established translator evaluation standards.
Complaint Process
If an individual who speaks a Language Other Than English (LOTE) believes their linguistic needs have not been adequately met, they have the right to file a Language Access Complaint.
LOTE speakers may submit a Language Access Complaint Form, which is available HERE (in English) and HERE (in Spanish), on the Los Angeles County Probation Department (LACP) website. The form can be printed and submitted by mail or delivered in person to any LACP facility.
LACP is committed to investigating all complaints promptly, fairly, and confidentially. No individual will be retaliated against or penalized in any way for filing a complaint regarding language access services.
Clear signage informing the public of their right to language assistance and the availability of the complaint form is posted in all public reception areas. Staff are trained to assist individuals in locating, completing, and submitting the form as needed.
Complaints will be reviewed by Ombuds Office, and corrective action will be taken when appropriate to ensure full compliance with language access policies and the continued provision of equitable services.
The Department will offer a remedy within ninety (90) days of receiving the complaint per the Countywide Language Access Policy.
Staff Training
LACP will distribute this policy to staff within 6 months of the Department Language Access Plan being published and reviewed as needed.
By June 30, 2026, LACP will provide training to our entire staff on the DLAP. All staff who regularly interact with the public will be trained on how to access the Department’s language access resources.
Additionally, LACP will provide comprehensive training involving the Department’s language access policy, strategies, and protocols. This will be coupled with a general overview of civil rights legislation and policies, like Title VI of the Civil Rights Act of 1964 and Executive Order 13116, which provides context to the provision of meaningful language assistance. This ties into our cultural competence trainings to address the beliefs and values that impact a LOTE speaker’s interaction with our Department.
LACP will identify the LOTE speakers preferred language at first contact both as written communication and spoken communication.
LACP will develop strategies to increase the capacity of bilingual staff to provide language assistance.
All staff will receive refresher trainings every three years.
Community Outreach & Engagement
LACP will conduct outreach and engagement targeting our LOTE speakers; specific to our priority language communities and community-based partners. Our community advisory facility committees who focus on developing resource fairs will be comprised of representatives who speak our priority languages.
In the future, LACP hopes to conduct a survey to ensure ongoing opportunities for clients to share their perspective and evaluation of our Language Access to the community.