ICE Tip Line Language Interpreter Services Contract

The Language Interpreter Services is intended to provide translation service to the federal staff and contract. Contractor Interpreters will be expected to provide customer service and interpersonal communication skills to support ICE public and community relations by translating incoming calls in real time. The Tip Line receives hundreds of ad hoc telephone calls per month that require translating. Many of these callers do not speak English and therefore their calls cannot be correctly interpreted without the use of a language interpreter service. The HSI Tip Line needs a mechanism to correctly interpret these calls, 24 hours a day, 7 days a week, and 365 days per year. Task Requirements: A live operator shall be available 24 hours a day, 7 days a week, 365 days a year to connect telephone calls; The interpreters shall be available 24 hours a day, 7 days a week, 365 days a year; The Contractor’s employees need to have had a security background investigation clearance and reside in the United States; Minutes of service will vary by month; however, a monthly average has been between 7,000 and 40,000 minutes; The available interpreters shall be able to speak at a minimum the following languages:
ARABI, JAPANESE, BOSNIA, KOREAN, CANTONESE, LAOTIAN, CROATIAN, MANDARIN, FARSI, POLISH, FRENCH, PORTUGUESE, FRENCH CANADIAN, PUNJABI, GERMAN, RUSSIAN, GUJARATI, SPANISH, HAITIAN CREOLE, SERBIAN, HINDU/URDU, TAGALOG, ILOCANO, VIETNAMESE, ITALIAN
Provide oral multilingual interpretation (simultaneous and/or consecutive) services for over the phone conversation between two or more parties. Phone calls in need of live translation shall be requested ad hoc and are all unscheduled. Services shall be performed by professional and experienced interpreters that possess demonstrated proficiency levels that range from the ability to speak the language with sufficient structural accuracy and vocabulary, to participate effectively in most formal and informal conversations on practical, social and professional topics at a minimum. The maximum proficiency level will demonstrate that of a highly articulate well-educated native speaker which reflects the cultural standards of the country where the language is natively spoken.