Language barriers are not an issue for the Ohio State Highway Patrol (OSHP) dispatch center. With the simple push of a button, dispatchers can bring in a remote interpreter to bridge the language barrier and ensure help is quickly on its way.
When someone calls 911 and speaks a language other than English, the OSHP dispatcher immediately contacts LanguageLine, which provides on-demand interpretation in more than 240 languages. Connections to a professional interpreter are made on-demand within seconds.
According to the OSHP, since the start of 2024, local dispatch locations have received close to 700 calls requiring interpretation assistance.
The Power of LanguageLine in Emergency Situations
"Our dispatchers have access to LanguageLine in case somebody calls for help who doesn't speak English," Sgt. Ryan Purpura with OSHP said. “It allows us to close that barrier between the two of us and communicate.”
Purpura noted that OSHP has utilized LanguageLine for years. "This has been in use since 2005. This year already we've had nearly 700 calls on that line where troopers on the roadside have used it or our dispatchers," he said.
WATCH: 911 Call-Takers Use LanguageLine For Non-English Speakers
Brian Twining, Regional Council of Governments deputy director of operations, said that it is not possible for dispatch departments to hire enough bilingual dispatchers to handle the call volume.
"We can't cover every language out there, nor can we cover every shift 24 hours of the day," Twining said. "The languages range from Spanish, which was the number one call, to Haitian Creole, Russian, Mandarin, and Portuguese, so it can be a variety of different languages and that's why it would be almost virtually impossible to hire enough people to cover every language that comes through."
Twining said in the last year, dispatchers have received calls in dozens of languages. Having access to on-demand interpretation is a huge benefit for callers.
"Well, for one, it gives the caller a voice. They know that they can be heard and they can get the information to us,” he said. “For the call taker, it allows them to actually know what's going on, prioritize the call and get them set up for either police, fire, or EMS dispatch.
"We have a diverse community, and we represent everybody and we respond to everybody in situations where they need us. It's important for us to be able to do that for the community."
How LanguageLine Assists Emergency Call Centers
LanguageLine has long been an asset for emergency call centers. We offer a comprehensive solution that addresses language barriers without the need to hire and manage in-house staff for multiple languages.
Immediate Access to Interpreters in Over 240 Languages: Our network of professional interpreters covers more than 240 languages. This ensures that 911 dispatchers can bridge communication barriers with LEP callers in real time, eliminating delays and potential misunderstandings in critical emergencies.
24/7 Availability: Emergencies can strike at any time. We provide 24/7 access to our interpreter pool, ensuring language support is always available.
Efficiency and Accuracy: By bridging the language gap quickly and effectively, LanguageLine allows dispatchers to focus on their core responsibility: assessing emergencies and coordinating swift responses.
Scalability to Meet Demand: Our vast network of interpreters can seamlessly handle surges in call volume during emergencies, ensuring critical services remain accessible.
Compliance and Privacy: We understand the sensitive nature of emergency calls and the importance of data protection. LanguageLine adheres to strict regulations and industry standards for privacy and confidentiality, ensuring the security of all communications.
Easy and Secure Technology Integration: Our services integrate seamlessly with existing communication systems used by emergency services, simplifying access to interpretation services without disrupting established workflows.
A Sense of Safety
By leveraging LanguageLine's comprehensive interpretation services, 911 dispatch centers can bridge the language gap, ensure efficient emergency response, and ultimately, keep their communities safe.
We invite you to contact us to schedule a free consultation and discuss how we can enhance public safety in your community.