YWCA Pierce County:
Interpretation and Translation Services Policy
Rebecca Fuller, Angela Gallo, Jane Wall
June 6, 2013
Policy, Finance and Budgeting for Public Administration
Lee Lyttle
Masters of Public Administration
The Evergreen State College
Running head: ywca pierce county
Table of Contents
Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Problem Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Evidence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Budget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Alternatives & Outcomes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Evaluation Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Trade-offs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Recommendation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Strategic Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Appendices (attached)
YWCA of Pierce County Interpretation and Translation
Policy
TABLE: Domestic Violence Related Clients by Key
Population Segments
TABLE: Demographic Characteristics of Latino Adult
Internet Users, 2012
ywca pierce county
Executive Summary
The YWCA of Pierce County has a specific policy on interpretation and translation
services for victims of domestic violence in an effort to further their motto, “Eliminating
Racism, Empowering Women.” However, the policy fails to reflect itself on the
organization’s website. No information exists detailing this policy in English or any other
language on the web, and the little information on the site regarding services offered
is provided solely in English. With a large population of non-native English speakers,
Pierce County is home to one of the most culturally diverse populations in the State of
Washington. It is also home to some of the highest rates of domestic violence in the State.
The YWCA should make known its policy regarding serving victims from ethnically
diverse backgrounds.
The World Wide Web is where people go to access information. It is a relatively
inexpensive and efficient means of conveying information to large populations, and
increasingly is where people seek information and critical services. The YWCA of Pierce
County must update its web presence with the critical information victims of domestic
violence need to make informed and safe decisions. Its website and/or key phrases and
links on the site should be translated into the languages most needed by the community.
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Problem Identification
In an effort to best serve a diverse community, the YWCA of Pierce County has a policy regarding
language services stating it is “committed to provide interpretation and translation services for clients
whenever a disability or language barrier may impact the agency’s ability to provide services.” However,
English is the only language used on the YWCA’s web site, completely eliminating one major source of
information for victims who may not be literate in English. The YWCA of Pierce County’s website fails
to even mention their translation and interpretation services, further impeding non-English speaking
victim’s access to services. Consequently, the YWCA of Pierce County’s current website does not provide
an equal opportunity for all citizens of Pierce County to access crucial information and safety options
regarding support and relief from violence.
Evidence
Critical Need
In analysis done by The City of Tacoma, there exists “great concern around the problem of
domestic violence in the community” (Bolan, 2011, p. 4) and the need for domestic violence services
is critical. In Pierce County, domestic violence statistics are among the highest in the State and the rate
of domestic violence related fatalities “far exceeds comparable counties” (Bolan, 2011, p. 4) In addition,
Tacoma and surrounding Pierce County is one of the more diverse regions in the state of Washington.
The most recent census reports 11.3% of Tacoma’s residents identify as Hispanic or Latino. Additionally,
8.2 % of Tacoma’s residents identify as Asian and 13.1% as foreign born. Finally, English as a second
language is a common occurrence in Tacoma, with 19% of its residents reporting a different language
than English as the primary language spoken at home (United States Census Bureau, 2013).
In addition to the census, research indicates local providers of services for victims of domestic
violence are indeed serving diverse client populations. The YWCA of Pierce County 2012 Annual Report
states that the Pierce County YWCA alone served women from 27 countries speaking 16 different
languages (2012, p.9). Significant complexities and issues exist in “trying to help the growing population
of clients with different cultural backgrounds and/or English language challenges.” (Hispanic Americans
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in Washington State, 2013). One example of the challenges and complexities faced is the lack of a web
presence geared toward diverse populations. While the YWCA’s mission and policy on serving these
populations claim to do one thing, their website reflects something else. Research suggests the YWCAs
lack of outreach via their web presence may restrict their ability to reach critical populations in Pierce
County. Cecilia Menjivar and Olivia Salcido find many “mainstream institutions” fail to acknowledge
the benefit of incorporating other cultural models into their existing programs. Fully utilizing their web
presence would provide services that could be culturally sensitive and cater to the needs of women who
would otherwise hesitate to seek formal interventions. (Menjivar, Dec., 2002, p 916)
The Web Is Where We Access Information
Today more citizens than ever before use the web as their primary mechanism for accessing
information. According to the International Telecommunication Union, around 240 million (more than
77%) people in America have access to the Internet (American Stats, 2013). What is more, Internet usage
among some users of ethnically diverse backgrounds is rising significantly. From 2009 to 2012, Internet
use among Latino adults rose by 14 percentage points, from 64% to 78%. In fact, more than three-infour Latinos say they use the Internet or send or receive email at least occasionally. Where 31% of Latino
Internet users were English dominant, 28% are Spanish dominant. 35% of Latino youth between the ages
of 18 and 29 report using the Internet as well as 44% of Latinos ages 30-49. Although the numbers of
Latinos using the Internet lag behind those identifying as Caucasian or African-American, the number of
Latino users is rising faster than these other groups (Pew Research Hispanic Center, 2013).
While documentation is limited on how domestic violence organizations are adapting to this
phenomena, some research has been done. According to Ann L Kranz, Program Director for the
Minnesota Center Against Violence and Abuse at the University of Minnesota, the new communication
technologies available have changed how people “seek resources and have motivated some domestic
violence organizations to rethink ways in which they deliver information and services …” (Kranz, 2002,
p. 1). Additionally, research suggests those who access government services do so primarily through the
web (Crawford, 2011). While the YWCA is not a government entity, we believe their clients are much like
the rest of Americans who use the web as a primary means of accessing critical services and information.
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Barriers to Access
Although there are many barriers for victims of domestic violence, the City of Tacoma Domestic
Violence Needs and Gaps Assessment reports “the biggest barrier is that there are not enough services in
Spanish” (Bolan, 2011, p. 21). On average 32.3% of clients seeking services related to domestic violence
were of limited English proficiency. They also note that “the most prominent gap in this area is the lack of
support resources for victims of diverse backgrounds” (Bolan, 2011, p.21). As more and more people are
using the web for access to information, the YWCA can utilize this trend to reach many victims in need
of resources by adequately providing this information on their website.
Budget
The Pierce County YWCA had an overall budget of $3,199,915 in 2012 (see Figure 1). Among
their overall budget, the YWCA spent $2,499,0736 (see Figure 2). 41% of their expenditures went to the
women’s shelter, while $122,702 went towards administrative costs. According to their Deputy Director,
Karin White, the YWCA does receive a small amount of money, $15,000, from the Office of Crime
Victims Advocacy to pay for interpretation/translation services to non-English speakers. They have 6
bilingual staff (Spanish and Vietnamese) and also their phones are equipped with Language Line services.
Unfortunately, we were not able to access information with specific line-items to indicate what budgets
pay for FTEs and the interpretation services such as the phone line.
FUNDING
EXPENDITURES
Government Grants (40%)
$1,277,976
Women’s Shelter (41%)
$1,021,260
Private Grants / Contracts (25%)
Contributions (18%)
In-Kind Support (6%)
Special Events (4%)
Bequests (3%)
$798,156
$577,112
$195,706
$127,386
$95,496
Legal (16%)
Child Care (14%)
Fundraising (11%)
Family Permanency Project (6%)
Admin (5%)
$415,224
$343,159
$264,781
$151,266
$122,702
Other Income (2%)
United Way (2%)
$66,583
$61,500
Insights (4%)
Charitable Resources (3%)
$110,410
$70,271
TOTAL
TOTAL
$3,199,915
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$2,499,073
ywca pierce county
Alternatives & Outcomes
1. Policy Change: Amend Practice section of the policy to state, “The YWCA adequately advertises
the availability of translation and interpretation services on our web site and other marketing
materials”
Outcome: The Pierce County YWCA advertises to the community and other service providers
that they provide translation and interpretation services to their clients. Strengthens policy on
interpretation and translation and strengthens YWCA mission to “eliminate racism.”
2. Policy Change: Analyze client intake information to realize what non-English speaking
populations would best be served by translating web site and other marketing materials into most
utilized languages. Pierce County YWCA states that is serves women from 27 countries who
speak 16 different languages.
Outcome: The Pierce County YWCA can assess and decide which populations would best be
served by translating their website (in whole or in part) into different languages.
3. Policy Change: On Pierce County YWCA’s “Home page” and “Get Help” page, add “Se habla
español” and “Chúng tôi nói tiếng Việt” to clearly indicate that the Pierce County YWCA
currently provides services in Spanish and Vietnamese.
Outcome: Alert people visiting website that staff at Pierce County YWCA speak Spanish and
Vietnamese.
4. Policy Change: Translate entire website into Spanish, including, a “Safety Plan” (similar to
Safeplace, Thurston County’s Advocacy Agency and Confidential Shelter).
Outcome: Spanish speaking people will now have full web access and information to services
offered at YWCA.
5. Policy Change: Add an “Español” tab to website and publish most important information,
including a Safety Plan, in Spanish on that one tab. (Similar to YWCA in Nashville) Use this as a
replicable model to translate most important information into other most used languages.
Outcome: Spanish speaking people will have access to some information and services offered at
YWCA.
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6. Policy Change: Add 5 other language tabs (from assessment of client intake information) to
publish important information and a Safety Plan in 5 most used languages (similar to We are One
America Website).
Outcome: People speaking 5 most common languages will have access to some information and
services offered at YWCA in their native language.
7. Policy Change: Add auto translate/Google translate feature to web site (Similar to YWCA Clark
County, WA).
Outcome: Possibly provide access to some information and services offered at YWCA in
Spanish and other languages. Note- this feature did not work when we tried it. Also, mechanical
translations often misrepresent the idea being communicated.
8. Policy Change: Status quo
Outcome: Continue to deny non-English speakers access to information and resources offered by
Pierce County YWCA.
Evaluation Criteria
We evaluated each option based upon its adherence to the principles of strengthening community
connections, financial feasibility and equity and fairness. The criteria based on community connections
specifically analyzed whether the policy change would have a positive and notable impact within
communities of limited to no English speaking skills. The financially feasible criterion looks at the
YWCA of Pierce County’s financial capacity to determine whether the policy change can occur within
the organization’s current budget. Finally, the third measure of equity and fairness looks at what policy
options provide the most equitable and fair solution to the diverse communities the YWCA serves.
Trade-offs
There are a myriad of policy options available to the YWCA of Pierce County (see Table 1), all
with outcomes the YWCA will need to seriously consider. As a nonprofit, the YWCA of Pierce County
operates within limited budget resources and almost any policy change will require additional resources;
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financial and/or time expended. However, because the YWCA of Pierce County has been operating with
a budget surplus and it does receive limited funds from the Office of Crime Victims Advocacy to pay for
services specific to translation, it is our conclusion any of the following policy changes are financially
feasible. As a result, the criteria of community connections and equity and fairness become the most
important criteria to gauge the impact of the policy change.
Table 1
POLICY CHANGE
OUTCOME
CRITERIA & TRADEOFFS
1. Amend [Practice] section of
the policy to state, “The YWCA
adequately advertises the availability of translation and interpretation on our web site and
other marketing materials”
The Pierce County YWCA advertises to the community and
other service providers that
they provide translation and
interpretation services to their
clients.
1) Increases community awareness of services provided
2) Yes financially feasible
3) Somewhat equitable and fair
way to provide access to services to non-English speakers
2. Analyze client intake information to realize what
non-English speaking populations would best be served by
translating web site and other
marketing materials into most
utilized languages. Pierce
County YWCA states that is
serves women from 27 countries who speak 16 different
languages.
The Pierce County YWCA can
assess and decide which populations would best be served
by translating their website (in
whole or in part) into different
languages.
1) Research to increase awareness of services provided to a
diverse community
2) Yes financially feasible
3) Research to provide equitable, fair services to all people
3. On Pierce County YWCA’s
“Home Page” and “Get Help”
Page, add “Se habla español”
and “Chúng tôi nói tiếng Việt”
to clearly indicate that the
Pierce County YWCA currently provides services in Spanish
and Vietnamese.
Alert people visiting website
that staff at Pierce County
YWCA speak Spanish and
Vietnamese.
1) Increases community awareness of services provided
2) Yes financially feasible
3) Somewhat equitable and fair
way to provide access to services to non-English speakers
via the web
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POLICY CHANGE
OUTCOME
CRITERIA & TRADEOFFS
4. Translate entire website into
Spanish, including a “Safety
Plan” (Similar to Safeplace,
Thurston County’s Advocacy
Agency and Confidential Shelter).
Spanish speaking people will
now have full access and information to services offered at
YWCA.
1) Increases community awareness of services provided
2) Yes financially feasible
3) Most equitable and fair way
to provide access to services to
Spanish speakers via the web
5. Add an “Español” tab to
website and publish most
important information, including a Safety Plan, in Spanish on
that one tab (similar to YWCA
in Nashville). Use this as a
replicable model to translate
web page into other most used
languages.
Spanish speaking people will
have access to some information and services offered at
YWCA
1) Increases community awareness of services provided
2) Yes financially feasible
3) Somewhat equitable and fair
way to provide access to services to non-English speakers
via the web
6. Add 5 other language tabs
(from assessment of client
intake information) to publish
important information and a
Safety Plan in 5 most used languages (similar to We are One
America Website)
People speaking 5 most common languages will have access
to some information and services offered at YWCA in their
native language
1) Increases community awareness of services provided
2) Yes financially feasible
3) Somewhat equitable and fair
way to provide access to services to non-English speakers
via the web
7. Add auto translate/Google
translate feature to web site.
(Similar to YWCA Clark
County, WA)
Possibly provide access to
some information and services
offered at YWCA in Spanish
and other languages. Note- this
feature did not work when we
tried it. Also, mechanical translations often misrepresent the
idea being communicated
1) Does not strengthen community connections
2) Yes financially feasible
3) Somewhat equitable and fair
way to provide access to services to non-English speakers
via the web
8. Status quo
Continue to deny non-English
speakers access to information
and resources offered by Pierce
County YWCA
1) Does not strengthen community connections
2) Yes financially feasible
3) Not an equitable and fair
way to provide access to services to non-English speakers
via the web
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Recommendation
The YWCA created and utilizes a policy to ensure translation and interpretation services are
offered to non-English speakers who need services. It is recommended the YWCA of Pierce County
advertise this policy on their website and other outreach materials. The YWCA of Pierce County should
add language features to their website to provide information, resources, and service descriptions to
non-English speakers and it is recommended their entire website be professionally translated into
Spanish to serve this rapidly growing population in Pierce County. After research and analysis regarding
non-English speaking populations served in Pierce County is completed, the YWCA of Pierce County
should add language specific tabs to its website, publishing important service, contact and interpretation
information in other highly used languages. A strategic planning process should be undertaken to initiate
and implement these recommendations.
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Strategic Plan
The Ideal Situation
All written domestic violence promotional and outreach materials (such as web site, flyers,
brochures, etc.) communicate that the YWCA has translators and provides translation and interpretation
services for non-English speakers. Ideally, the information would be conveyed in the language of the
target population.
Objective 1- YWCA Pierce County Web Site
1. The web site will indicate, in the language of the target population, that they provide translation services for victims of domestic violence on the “Home” page and on the “Get Help”
page. This first step should be implemented immediately.
2. Add “Se habla español” and “Chúng tôi nói tiếng Việt“ on YWCA of Pierce County “Home” page
3. On YWCA of Pierce County “Get Help” page, add two phone numbers indicating service provided in Spanish and Vietnamese after the hotline number, i.e.:
YWCA 24-Hour Hotline: (253) 383-2593
Se habla español (253) XXX-XXXX
Chúng tôi nói tiếng Việt (253) XXX-XXXX
[email protected]
4. Language will be added to indicate the number and kinds of languages spoken at the YWCA of
PIerce County, such as, “Our trained advocates can assist you if you need help making yourself
or a loved one safe. We provide translation and interpretation services in 16 languages: Español,
Việt, etc...”
5. Translation and interpretation services will be advertised. On YWCA of Pierce County “About
Us” page, change the following sentence:
“Comprehensive domestic violence services that target prevention and intervention include: free
legal services, therapeutic services, support groups, transitional housing, trainings, teen dating
violence prevention, and more.”
to:
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“Comprehensive domestic violence services that target prevention and intervention include: free
legal services, therapeutic services, support groups, transitional housing, trainings, teen dating
violence prevention, translation and interpretation services in 16 languages, and more.”
6. Indicate translation and interpretation services under the “safety” section on YWCA of Pierce
County “Our Programs” page.
Objective 2 – Needs Analysis
• Analyze client intake information. Pierce County YWCA states that is serves women from 27
countries who speak 16 different languages.
• Identify what non-English speaking populations would best be served by translating web site and
other marketing/outreach materials into most utilized languages by establishing a baseline criteria
such as a percentage of the non-English speaking clients. (i.e. if 15% or over of non-English
speaking clients speak Spanish, translate certain web site information into Spanish).
• Use the established criteria to evaluate and select 3 – 5 target populations that would best be
served by more thorough translations of web site and printed materials.
Objective 3 – Further development of web site to provide information in top 3 - 5 nonEnglish languages
Using the information gathered by the Needs Analysis:
• Have sections of web site professionally translated into the top 3 – 5 languages used by nonEnglish speaking clients. At minimum, the “Get Help” and “Our Programs” pages should be
translated.
• Add tabs to the top navigation for the top 3 – 5 languages that link to translated information
• Alternatively, in the white space to the right of the existing text on the “Home page”, list target
languages which link to the translated information.
• Additionally, in the white space under the existing text on the “Home page” and on the “Get Help
page”, indicate what other non-English languages are served by YWCA of Pierce County and the
hotline number.
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Objective 4 – Make Safety Plan available in the top 3 - 5 non-English languages
• Have the Safety Plan, currently available only in English, professionally translated into the top 3 –
5 non-English languages served.
• Make the PDF versions available for download on “Get Help page” / translated pages.
• Make Safety Plan link(s) more accessible and visible on the “Get Help page” by providing the link
under the get help > support groups section in the orange “box”.
Objective 5 – Printed marketing and outreach materials
On all printed domestic violence outreach materials, include a “We speak…” line in the top 3 - 5 nonEnglish languages served and the crisis phone number.
Outcomes
Promote translation and interpretation services to the entire community of Pierce County and
increase accessibility of their services to non-English speaking victims of domestic violence and their
loved ones.
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References
American Stats. (2013, May). Retrieved from Internet World Stats: http://www.internetworldstats.com/
Hispanic Americans in Washington State. (2013, May). Retrieved from Media Luna Multicultural
Marketing Coummications: http://medialunaagency.com/hispanics-in-washington-state/
International Telecommunications Union. (2013). Retrieved from http://www.itu.int/en/ITU-D/
Statistics/Pages/stat/default.aspx
Bolan, M. a. (2011). City of Tacoma Domestic Needs and Gaps Assessment. Seattle: Marc Bolan Consulting.
Kranz, A. L. (2002). Changing Practice: How Domestic Violence Advocates Use Internet and Wireless
Communication Technologies . Retrieved from http://www.mincava.umn.edu/documents/2casestu
dies/2casestudies.html
Menjivar, C., & Salcido, O. (2002). Immigrant Women and Domestic Violence: Common Experiences
in Different Countries. Gender Society,16, 898-920. Retrieved from http://www.sagepub.com/
counselingstudy/Journal%20Articles/Menjivar.pdf
Pew Research Hispanic Center. (2013, March). Retrieved from Closing the Digital Divide: Latinos and
Technology Adoption: http://www.pewhispanic.org/2013/03/07/ii-internet-use-3/
United States Census Bureau. (2013, May). State and County Quick Facts. Retrieved from Tacoma (city),
Washington: http://quickfacts.census.gov/qfd/states/53/5370000.html
YWCA of Pierce County, (2012). 2011-2012 Annual Report
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