AGENDA ITEM EXECUTIVE SUMMARY
ITEM TITLE*
title
Language Access Plan Update
presenter
RESPONSIBLE STAFF, TITLE, DEPARTMENT*
Susan Brown, Executive Director for Strategic Communications and Marketing
Rebecca Buzzard, Community Engagement Manager
Katelyn Robalino, Community Engagement/Language Access Coordinator
STAFF RECOMMENDATION*
Staff recommends that Council receive the attached report.
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BACKGROUND AND CONTEXT*
To truly achieve our mission of learning, serving, and working together to build a community where everyone can thrive, we must reduce barriers to public participation and provide meaningful access to Town information and services, regardless of language.
Context
Created in 2019, our Language Access Plan (LAP) establishes policies and procedures that ensure access to Town resources and services for culturally and linguistically diverse residents.
The plan is a key aspect of our Equitable Engagement Strategy, as speakers of languages other than English are one of our under-engaged populations.
For this update, we updated the needs assessment, gathered information from residents, community partners, and Town staff, and comprehensively reviewed our language assistance services.
Primary and Secondary Languages
The Town’s primary languages continue to be Burmese, Karen, Mandarin Chinese, and Spanish. Because these languages are commonly spoken and highly requested, we prioritize them for language services.
The Town's secondary languages are Arabic, French, Japanese, Korean, Kinyarwanda, Pashto, Rohingya, and Swahili. Because Public Housing, Police, and our community partners provide services in these languages consistently, we prioritize them for language services as needed.
Key Findings & Takeaways
• We have implemented all aspects of the original plan, including creating a Language Access Coordinator position, hiring staff interpreters, and creating a Language Pay Incentive policy.
• Many residents who speak another language may not be literate in that language. Providing spoken, audio, or video communication is best.
• Trusted community organizations serve as key bridges between residents and the Town, helping to determine acceptable communication channels and encourage individuals to communicate feedback.
• Important communication channels include but are not limited to door-to-door outreach, multilingual staff, WhatsApp groups, WeChat, Facebook, and phone trees.
ATTACHMENTS
Updated Language Access Plan (2026)
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