Company: LanguageLine Solutions, Monterey, CA
Company Description: LanguageLine Solutions created the Over the Phone Interpretation industry more than 40 years ago when our founders, a police officer and a Vietnam Veteran, witnessed the traumatic effect language and cultural barriers had on the Limited English Proficient communities they served. As the need for interpretation and translation services has grown and evolved so have we.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Business & Professional Services - Large
 Nomination Title: LanguageLine Solutions
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 198 words used.
LanguageLine Solutions has been the world leader in innovative language-access solutions since 1982. It is currently the globe’s foremost supplier of on-demand interpretation services. The company sets the global standard for phone, video, and onsite interpreting, as well as translation, localization, and testing and training for bilingual staff and interpreters. LanguageLine is trusted by more than 30,000 clients to enable communication with the limited English proficient, Deaf, and Hard-of-Hearing communities.
LanguageLine currently facilitates more than 60 million interactions each year. The company provides the industry’s fastest and most dependable access to more than 20,000 linguists in 240-plus languages. Its solutions are available 24 hours a day, seven days a week, 365 days a year.
Thousands of healthcare organizations – including 19 of North America’s top 20 hospital systems – currently use LanguageLine for on-demand interpretation. LanguageLine’s goal is to revolutionize the language-access experience, ultimately creating a world in which language and cultural barriers no longer exist. This quest for transformation applies not just to the interpretation session itself, but the workflows that happen before and after the session, as well.
LanguageLine has a retention rate in excess of 98 percent across more than 30,000 clients.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 238 words used.
North America experienced unprecedented weather emergencies in 2022, including three natural disasters in September alone. These disasters happened to impact areas in the southern regions of the U.S. that are heavily populated with non-English speakers, as well as older populations who are hard of hearing. As one might imagine, this created a surge of inbound calls to 911 and other emergency services. The humanitarian crises in Afghanistan and the U.S.-Mexico border compounded this demand.
LanguageLine Solutions is the global leader in on-demand interpretation and translation services. Now in its 41st year, LanguageLine has long been the language-access provider of choice for thousands of state and local emergency agencies across the United States, as well as the Federal Emergency Management Agency (FEMA). Our call numbers surged literally overnight, with lives quite literally on the line.
Competing language-access providers with less durable systems collapsed under the weight of this unprecedented demand, which sent new clients flocking to LanguageLine for an overnight solution. The challenge: While elite, our team of 13,000 interpreters (across 240 languages) simply could not handle this surge in calls. There was an immediate need to hire, train, and deploy qualified interpreters to address this emergency.
This is exactly what we did, scaling from 13,000 to 20,000 interpreters in a matter of six weeks without sacrificing interpretation quality. Just as importantly, our connection times remained 30 seconds or less, leading the industry.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 225 words used.
As we were managing these emergencies in the second half of 2022, we also managed to launch two products that dramatically enhance care for vulnerable populations:
LanguageLine for Telehealth: LanguageLine Telehealth immediately enhances the delivery of care for remote patients who are limited English proficient (LEP) or use American Sign Language to communicate. In seconds, providers can add a live, professional LanguageLine Certified medical interpreter to a telehealth session in over 240 languages, 24/7. Over 40 video languages are supported with automatic roll-over to audio if video is not available.
LanguageLine for EHR: LanguageLine can now integrate with EHR (electronic health record) systems. This greatly improves both operational efficiency and healthcare equality because it makes professional medical interpretation instantly available in every hospital room, doctor’s office, and community clinic that uses an EHR.
None of these products are offered by our competition.
As we did this, we committed to being a carbon-neutral company and became Green Certified. We also launched Angela's Trees in honor of a beloved colleague. This initiative plants a tree for every new interpreter hired.
The company also received ISO certification for its quality standards.
Finally, LanguageLine piloted LanguageLine Women, a group targeting the unique experience of women in our workplace. With its unique content, training, and other programming, LLW soon expanded to our parent company, Teleperformance, with the launch of TPWomen.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 123 words used.
You will find the following as supporting materials:
LanguageLine for Telehealth: https://www.languageline.com/interpreting/on-demand/telehealth
LanguageLine for EHR: https://blog.languageline.com/languageline-ehr-integration-unlocks-better-care-operational-efficiencies
LanguageLine Women: https://blog.languageline.com/international-womens-day-advice-for-the-next-generation
LanguageLine Green Certification and Angela's Trees: https://www.prnewswire.com/news-releases/languageline-solutions-is-green-business-certified-announces-angelas-trees-initiative-301530692.html
LanguageLine ISO Certification: https://blog.languageline.com/languageline-obtains-iso-90012015-certification
LanguageLine Case Studies from the Past Year:
-Mental Health Interpretation Through 988: https://blog.languageline.com/case-study-mental-health-interpretation-through-the-988-help-line
-Improved Patient Experience at Children's Hospital: https://blog.languageline.com/case-study-how-childrens-hospital-used-directresponse-to-improve-patient-experience
-Bringing Virtual Interpreting to Hospital Bedsides: https://blog.languageline.com/case-study-new-york-hospital-adds-virtual-interpreting-to-bedside-tablets
-Aiding Refugees in Need of Emergency Services: https://blog.languageline.com/case-study-montana-community-health
-Aiding Public Safety with Louisville 911: https://blog.languageline.com/case-study-helping-louisville-connect-calls-to-911-interpreters
-Supporting 911 in South Carolina: https://blog.languageline.com/case-study-south-carolina-911
-Libraries Add Interpretation in 240 Languages: https://blog.languageline.com/case-study-new-york-libraries-add-interpretation-in-240-languages
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