When Lupe decided to adopt a pet from the Austin (Texas) Animal Shelter, she was excited to bring home a furry companion. But as a Spanish-speaking resident, navigating the process in English felt daunting. Unsure where to start, Lupe called Austin 311, the city’s one-stop helpline for non-emergency services.
After requesting assistance in Spanish, Lupe was connected with a LanguageLine interpreter. With the interpreter’s help, the Austin 311 ambassador guided her through the steps to adopt a pet, answered her questions, and ensured she felt confident in the process. What could have been a frustrating experience became seamless and welcoming, all thanks to the multilingual support provided by Austin 311 in partnership with LanguageLine.
This experience isn’t unique to Lupe. As Austin’s population continues to grow and diversify, ensuring all residents have equitable access to city services is more important than ever. Through its collaboration with LanguageLine, Austin 311 has made it possible for residents like Lupe to access resources in their preferred language, helping the city remain inclusive and connected.
The Challenge: Meeting the Needs of a Multilingual Population
Austin is celebrated for its vibrant culture and dynamic economy. Nearly 40% of residents identify as Hispanic or Latino, and another 7% are of Asian descent. More than 30% of Austinites speak a language other than English at home. For these residents, accessing city services can be challenging if language barriers exist.
Austin 311, established in 2001 to manage non-emergency calls and reduce the load on 911, has grown into a comprehensive hub for over 200 types of service requests. Whether residents are reporting a public safety concern, seeking housing information, or figuring out how to adopt a pet like Lupe, Austin 311 provides a crucial link to city resources.
The helpline faced challenges in ensuring all residents could easily access services. While 20% of Austin 311 ambassadors are bilingual in English and Spanish, this only addressed part of the city’s linguistic diversity. To serve residents speaking a broader range of languages, Austin 311 needed a scalable, reliable interpretation solution.
The Solution: Multilingual Expertise
To bridge this gap, Austin 311 partnered with LanguageLine to offer real-time access to interpreters in over 240 languages.
When a resident like Lupe calls Austin 311, they can request assistance in their preferred language. The call is then connected to a LanguageLine interpreter, who facilitates the conversation between the resident and the 311 ambassador. This integration ensures that all residents—regardless of language—can submit service requests and receive the information they need without confusion or delay.
“We offer multilingual support when residents call 311 to ensure all residents can access our services,” Senior Public Information Specialist Marisa Campbell said. “All a resident needs to do is request the language they speak, and we’ll connect them to someone who can assist with interpreting. This ensures we can assist our diverse community and remove any language barriers that might prevent residents from getting the help they need.”
The Result: A More Inclusive and Accessible Austin
The partnership between Austin 311 and LanguageLine has transformed the helpline’s ability to serve its multilingual community. Key outcomes include:
- Expanded Accessibility: Residents speaking any of the 240+ languages supported by LanguageLine can now access Austin 3-1-1 services with ease. Language is no longer a barrier for residents seeking help or information.
- Improved Efficiency: The integration of LanguageLine interpreters has streamlined the service request process, reducing misunderstandings and ensuring smoother communication between residents and city departments.
- Future Innovations: Austin 3-1-1 is continuously working to improve accessibility. Plans are underway to add Spanish language functionality to its mobile app, further enhancing convenience for Spanish-speaking residents.
Let’s Talk Solutions
With a growing and diverse population, Austin 311’s role remains critical. Its partnership with LanguageLine is a testament to the city’s dedication to innovation, equity, and connection.
We invite you to contact us so that we can learn more about the opportunities for connection that reside within your community.