Language Access Plan

I. Introduction and Overview

1.1 Function of IDOL

1.2 Mission Statement

1.3 Overview of Language Access Plan

II. Language Purpose and Authority

III. Appointment and Role of a Language Access Coordinator

IV. Language Access Plan Submission

V. Language Access Plan Publication

VI. Lanuage Access Plan

6.1 Definitions

6.2 Staff Compliance

6.3 Determining Language Needs and Identifying LEP Individuals

6.4 Department Services to LEP Individuals

6.4.1 Oral Language Assistance

6.4.2 Telephonic Interpretation

6.4.3 Teletype (TTY)/Telecommunications Device for the Deaf

6.5 Outreach and Marketing Strategy

6.6 Vital Documents

6.7 Website Translation

6.8 Staff Training and Compliance

6.9 Quality Control

6.10 Monitoring and Evaluating the Plan

6.11 Complaint Process

VII. Conclusion

VIII. Appendix

a.      Function of the Illinois Department of Labor: The Illinois Department of Labor is a medium-sized State agency that manages an extra-large workload, serving thousands of employees and businesses in the State each year. IDOL's primary responsibilities are to protect worker wages, welfare and working conditions by enforcing State labor and employment laws, providing compliance assistance to employers, and increasing public awareness of workplace protections. IDOL has offices throughout the State, with main offices in Springfield and Chicago; an office in the State Regional Office Building in Marion; and field staff located throughout the State.

b.     Mission Statement: The mission of the Illinois Department of Labor is to protect and promote the wages, welfare, working conditions, and safety of Illinois workers by enforcing State labor and employment laws, providing compliance assistance to employers, and increasing public awareness of workplace protections. Through enforcement, education, and community partnerships, the Department works to ensure that workers are paid what they are owed and that employers who follow the law remain competitive.

c.      Overview of Language Access Plan: The Illinois Department of Labor (“IDOL” or “Department”) has prepared this Language Access Plan (“LAP” or “Plan”) for the purposes of outlining the protocol and procedures taken by IDOL to ensure meaningful access to any IDOL Services and Activities on the part of any individual who self-identifies as having Limited English Proficiency (“LEP”) or preference for materials and services in a language other than English. A LEP person maintains the right to self-identify, as well as the right to indicate their language of preference, particularly as it relates to information technology delivery. However, staff will be trained to identify language barriers to offer the free services to individuals.  

This Plan describes the Department’s policies and practices to provide language access services to limited English proficient individuals. The Plan also outlines anticipated future actions to assist LEP individuals. The Department seeks to continue to eliminate or reduce - to the maximum extent practicable - limited English proficiency as a barrier to accessing the Department’s services or activities. The Language Equity and Access Act, ensures that all residents of the State have equal access to State services and, in particular, to remove language as a barrier for persons who have limited English proficiency. By providing and following our policies and practices we ensure the success of our mission to promote and protect the rights, wages, welfare, working conditions, safety and health of Illinois workers through enforcement of state labor laws.  In addition, the department regulates amusement rides and ensures compliance with all other labor standards. The Language Access Plan also seeks to align the department’s efforts and bring the Illinois Department of Labor into compliance with Illinois’ Language Equity and Access Act (Public Act 103-0723), the Illinois Civil Rights Act of 2003, Title VI of the Civil Rights Act of 1964 and other applicable federal and state standards and guidelines.

Illinois Civil Rights Act of 2003

The Illinois Civil Rights Act prohibits State, county, or local government in Illinois from excluding a person from participation in, denying a person the benefits of, or subjecting a person to discrimination under any program or activity on the grounds of that person’s race, color, national origin, or gender. Additionally, the Illinois Civil Rights Act prohibits using criteria or methods that have a discriminatory effect.

Illinois Human Rights Act (IHRA) The Illinois Human Rights Act consolidates existing laws and administrative processes addressing civil rights in Illinois. IHRA prohibits discrimination in employment, housing, financial credit, and public accommodations because of race, color, sex, religion, ancestry, national origin, age, physical or mental disability, unfavorable military discharge, and marital status, as well as retaliation for opposing discrimination. IHRA established the Illinois Department of Human Rights (IDHR) and the Illinois Human Rights Commission (IHRC) as enforcing agencies.1

Language Equity and Access Act

Signed into law by Governor Pritzker in 2024, the Language Equity and Access Act 2024 aims to ensure that all residents can access state information, programs, and services equitably, and that limited English proficiency does not prevent anyone from fully participating in civic life.2 The Act aims to ensure all Illinois residents, including individuals with LEP, have meaningful and equitable access to state services, programs, information, and activities by removing language barriers. The act incorporates federal guidance for ensuring meaningful access for individuals with LEP and other federal and state legislation that prohibit discrimination based on national origin and promote language access, including Title VI of the Civil Rights Act of 1964, the Illinois Human Rights Act of 1979, and the Illinois Civil Rights Act of 2003.3

The Act designates the Governor’s Office of New Americans (ONA) as the lead agency responsible for coordinating the implementation of statewide language access policy, with the support of the Department of Human Services. ONA is tasked with providing oversight, offering technical assistance, and ensuring agency compliance with the Act’s requirements.

Under the Act, the ONA will lead the development of a Language Needs Assessment Report using U.S. Census data to identify the languages spoken across Illinois and inform agency planning. All state agencies will develop Language Access Plans that will inform how the agency will ensure meaningful access to individuals with LEP, appoint a Language Access

Coordinator (LAC) to oversee implementation within each agency and translate vital documents and provide qualified interpretation services for LEP populations.

__________________________

1 https://dhr.illinois.gov/about-us/directors-office/agency-overview-and-history.html

2 See Language Equity and Access Act, Public Act 103-0723, 103rd Gen. Assem. (Ill. 2024), https://www.ilga.gov/legislation/publicacts/fulltext.asp?Name=103-0723.

3 See Language Equity and Access Act, Pub. Act 103-0723.

Appointment:

Elizabeth Guerrero

Director of External Affairs and Community Engagement

Office: (773) 909-3975

Elizabeth.Guerrero@Illinois.gov

In the event the appointed Language Access Coordinator leaves the Illinois Department of Labor, the Chief of Staff will temporarily be assigned Coordinator until the position of Director of External Affairs and Community engagement is filled.

Role:

• LAC will monitor the Department’s approach to provide services to LEP individuals
• LAC will monitor the plan’s performance
• LAC will oversee the process for reviewing, and, if appropriate, modifying current LAP policies and procedures
•  LAC will update LAP data and content every fiscal year

a. LAP will be filed with Governor’s Office and other relevant external offices

b. LAP will be distributed internally to Executive Staff team upon approval from the Governor’s Office

c. LAP will be distributed to all staff at IDOL upon approval from the Governor’s office. Training is in development and will be organized upon approval.

a. Post on internal IDOL SharePoint

b. Post on IDOL’s public-facing website

a. Definitions

• Bilingual Staff - A staff person who has demonstrated proficiency in English and reading, writing, speaking, or understanding at least one other language. For the purposes of this plan, a bilingual staff member is a staff member hired under a bilingual position description. Bilingual staff receive additional monthly pay of $100 or 5% of base salary, whichever is higher.
• Effective Communication - Communication sufficient to provide the LEP individual with substantially the same level of services received by individuals who are not LEP. For example, staff must take reasonable steps to ensure communication with an LEP individual is as effective as communication with English proficient individuals when providing similar information and services.
• DOL Offices – Department offices are located in Springfield, Chicago and Marion. These offices conduct administrative, enforcement, litigation, and outreach activities, and are often the first point of contact for LEP individuals who seek information about their rights or responsibilities or would like to file a complaint pursuant to one of the laws the Department enforces.
• Qualified Translator or Qualified Interpreter – An in-house or contracted translator or interpreter who has demonstrated his or her competence to interpret or translate and is authorized to do so by the Department either as a staff member or through a contract.
• Interpretation - The act of listening to a communication in one’s language and orally converting it to another language while retaining the same meaning.
• Language Assistance Services - Oral and written language services needed to assist LEP individuals to communicate effectively with staff, and to provide LEP individuals with meaningful access to, and an equal opportunity to participate fully in, the services, activities, or other programs administered by the Department.
• Limited English Proficient (LEP) Individuals - Individuals who do not speak English as their primary language and who have a limited ability to read, write, speak, or understand English. LEP individuals may be competent in English for certain types of communication (e.g., speaking or understanding), but still be LEP for other purposes (e.g., reading or writing).
• Meaningful Access - Language assistance that results in accurate, timely, and effective communication at no cost to the LEP individual. For LEP individuals, meaningful access denotes access that is not significantly restricted, delayed, or inferior compared to services or activities provided to English proficient individuals.
• Primary Language - An individual's primary language is the language in which the individual most effectively communicates.
• Professional Interpreting Service – Refers to one of our interpretation partners, Interprenet, Propio, Multilingual Connections. (See Appendix B for contact information)
• Services or Activities - All of the operations of the Department.
• Translation - The replacement of written text from one language into an equivalent written text in another language.
• Vital Document - Paper or electronic written material that contains information that affects a person’s access to, retention of, termination of, or exclusion from program services or benefits or is required by law.

b. Staff Compliance

IDOL staff must take reasonable steps to provide language assistance services to LEP individuals when they encounter or have reason to believe that they may encounter LEP individuals while fulfilling their duties. 

Subject to guidelines set forth herein, Department staff should take reasonable steps to provide language assistance services upon request by an LEP person or upon identified need by IDOL staff to ensure that an LEP person who wishes to access services or activities has meaningful access.

c. Determining Language Needs & Identifying LEP Individuals

IDOL understands the importance of determining the language needs of the public looking to access the services provided by the Department. By using demographic data collected in compliance with the requirements set forth in the Data Governance and Organization to Support Equity and Racial Justice Act concerning complaints submitted under the Minimum Wage Act, Wage Payment and Collection Act, Paid Leave for All Workers Act, and the Freelance Worker Protection Act we can better determine what the language needs are of the individuals looking for assistance. As of 2025, IDOL is also using the following findings from a demographic analysis conducted by the University of Illinois Chicago in partnership with the Office of New Americans on the State’s individuals with limited English proficiency and individuals with LEP:

• In Illinois, 1.0 million residents speak English less than "very well," and speak a language other than English at home. Both federal and state policies recognize that these individuals have a right to equitable access to government services, which includes information and communication in a language they understand.
• Eleven languages have more than 10,000 limited-English speakers in Illinois, including:

• The predominant language other than English in many Illinois counties may be Spanish, but closer examination of the most common non-English languages shows that immigrants and migrants come to Illinois from many places. For example, in Champaign County, the top language spoken in limited English households is Mandarin, and in Macon County, it is Tagalog. Additionally, in Cass and Knox counties, the second language is French/Haitian/Cajun. In Madison County, it’s Tagalog. In Cook, DuPage, and Kane counties, the second language category is Slavic. In Boone County, “other Asian Pacific Islander” is second to Spanish.
• A statewide map of persons who don’t speak English very well shows that the largest numbers of such persons are in the metro Chicago area. Nevertheless, significant numbers of up to 9 thousand are located in townships across the state and are often located near metro areas such as St. Louis, Springfield, Champaign, and Rock Island. There are also notable populations in relatively rural townships in counties such as Cass, Douglas, or Union.
• After years of decline, the number of Illinois residents who don’t speak English very well is on the rise. In examining ten years, from 2014 to 2023, this population fell by 79,000 persons between 2014 and 2019. But since a low of 1.0 million in 2019, the most recent data, for the year 2023, shows about 1,082,000 persons, for a gain of some 82,000.

When Department staff is the first point of contact with an LEP individual, they will make reasonable efforts to (1) evaluate for the need for language assistance services and (2) obtain such services, if they are needed to effectively communicate with the individual. IDOL will display language assistance posters where the public can see them and if an LEP individual is identified, staff will use language cards to identify which language is needed. IDOL plans to use Language Access Cards and language services posters created by the Governor’s Office of New Americans once they are available.

Department staff can determine whether a person needs language assistance in several ways: 

• Self-identification by the non-English speaker, LEP individual or companion.
• Inquiring as to the primary language of the individual if they have self-identified as needing language assistance services.
• Using a Language Access Card to assist in the identification of the individual’s preferred language. This would be made available at our front desk for any in-person inquiries and also at any public outreach events. IDOL plans to use Language Access Cards created by the Governor’s Office of New Americans once they are available.
• Staff member suspects of language assistance services need based on the individual’s ability to respond to questions or otherwise communicate.

d. Department Services to LEP Individuals

IDOL staff should follow the following protocol(s) to inform LEP individuals that they do not need to provide their own interpreters and that free interpreting services will be provided as follows:

• For in-person encounters:
  • The staff member informs the LEP individual at the time of contact. Walk-in LEP individuals can use an IDOL staff interpreter if Spanish or Polish are requested (See Appendix A for list of bilingual staff) or if someone is not available, we can coordinate an in-person interpreter from Interprenet (See Appendix B for contact information). If IDOL staff has a coordinated scheduled event with a stakeholder organization for LEP individuals, IDOL staff should be prepared to assist the individuals in the language or languages identified prior to the event. 
• By telephone:
  • At the time of contact, the staff member who takes the call should inform the LEP individual of free interpreting services. Staff should call Propio for remote/telephonic interpretation (See Appendix B for contact information).
• At initial contact in the field:
  • At the time of contact, the staff member informs an LEP individual who appears to need language assistance that free interpreting services are available.
• For pre-planned appointments with LEP individuals:
  • With pre-planned appointments, language preference should be recorded in the individual’s file. Prior to the appointment, the staff member reviews the file and schedules an interpreter accordingly and states during the appointment that the interpreting services are free.

If an LEP individual insists on using a family member, friend, or other   person as an interpreter, our protocol(s) for determining whether to accept       or decline such an arrangement is as follows:

• LEP individuals that come into contact with our agency will be informed of the availability of free interpreting services.
• An LEP individual may not use a family member, friend, or a minor as an interpreter for official business (Official business is defined as any formal action by the Department typically involving an interview and/or a hearing.
• LEP individual may use a family member, friend, or a minor as an interpreter for basic inquiries, process questions and other non-official business inquiries, upon their stated desire.
• An LEP that seeks assistance from the Department to fill out a complaint form or application from the Department will be encouraged to use Department bilingual staff or Interprenet for in-person interpretation or Propio, the telephonic interpreting service. If the LEP individuals prefers to use a family member, friend, or a minor as an interpreter and the Department will require the LEP individual to sign a waiver of language access services.   

IDOL protocol(s) for obtaining interpreter services in a timely manner is as follows:

• LEP Individuals, once identified as requiring language assistance, are offered interpreting services either through qualified bilingual staff or a professional interpreting service.
• Where the Department does not have qualified bilingual staff that can address particular encounters, one of the professional interpreting services must be used.
• For hearings, the Department must use a professional interpreting service that is scheduled in advance. 

List of oral interpreting resources

• Bilingual staff members who work directly with LEP individuals (see appendix for complete list and titles). As of November 13, 2025, IDOL has:
  • 17 Spanish speaking staff members
  • 3 Polish speaking staff members
• Professional telephonic interpreting services
  • Propio Language Services (through CMS master contract)

i. Oral Language Assistance

Protocol(s) for assessing whether an LEP individual needs oral interpreting services are as follows:

In-person encounters (includes encounters in the field):

• IDOL staff should ask professional questions to the individual to determine their ability to speak or understand English. If an individual needs assistance with reading and/or writing English, they should be considered an LEP individual. If an LEP individual is identified, the LEP individual should be informed about the resources available to them which include:
  • A professional interpreter through Interprenet, Multilingual Connections or Propio in their preferred and proficient language or languages using the Language Identification Card
  • An IDOL staff member may assist
  • If American Sign Language (ASL) interpretation is needed Propio may assist.
  • At events that IDOL staff attends, our agency staff should inform the public of the availability of free language services
  • For pre-planned appointments with LEP individuals, IDOL will have noted the language preference of the individual in their file and should arrange for an in-person interpreter to be present or telephonic interpretation ready at the time of the appointment.

ii. By telephone: 

• Ask the individual professional questions to the individual to determine their ability to speak or understand English. If the LEP individual is not able to answer basic questions or appears more comfortable speaking in another language or languages, IDOL staff should offer interpreting services available to them free of cost. Resources include:
  • A professional interpreter through telephonic interpreting services through Propio.
  • An IDOL staff member who is bilingual and can translate for the individual if Spanish or Polish is their preferred language.
  • For pre-planned telephone appointments with LEP individuals, IDOL will have noted the language preference of the individual in their file and should arrange for an in-person interpreter to be present with IDOL staff or telephonic interpretation ready at the time of the appointment.

• For pre-planned appointments with LEP individuals:
  • With pre-planned appointments, language preference should be already recorded in the individual’s file. Prior to the appointment, the staff member reviews the file and schedules an interpreter accordingly unless the staff member can competently communicate in the needed language.
  • For hearings, an interpreter must be scheduled except under emergency circumstances.

iii. Teletype (TTY)/Telecommunications Device for the Deaf (TDD) 

IDOL staff should call SimpliciTTY 888-758-6053. For any questions or issues DoIT should be contacted.

iv. American Sign Language (ASL) Interpretation

If American Sign Language (ASL) interpretation is needed Propio should be contacted. 

e. Outreach and Marketing Strategy

The Department has undertaken a robust outreach and marketing program to ensure equitable access to the services the Department provides.  The elements of the program include:

• Educating the public about our free translation services to help break down language barriers and ensure everyone has equal access to important information and resources provided by the Department.
• Identifying the top languages spoken by the individuals the Department serves.
• Developing documents available on our website (flyers, posters, fact sheets, complaint forms, vital documents) and create digital materials (social media posts) into the top languages identified as well as posters located in person with reception staff and with staff conducting in person outreach to inform the public that translation services are available free of charge.
• Providing flyers, posters, fact sheets, etc. in multiple languages at in-person events.
• When giving presentations, sharing information about the free language translation services that are available to the public.
• Bilingual staff (Spanish and Polish) will participate in outreach events as needed.
• Partnering with other state agencies to educate the public on our statewide language access services
• Collaborating with our stakeholders to distribute information and host events.
• Tracking engagement and gather community feedback to ensure inclusive and equitable communication to the communities we serve.

f. Vital Documents

Vital documents are paper or electronic written material that contain information that affects a person’s access to, retention of, termination of, or exclusion from program services or benefits or is required by law. The Department identified languages vital documents will be translated in, based on assessment of the Departments service population using demographic data collected in compliance with the requirements set forth in the Data Governance and Organization to Support Equity and Racial Justice Act.

A list of documents that IDOL has identified and designated as Vital Documents can be found our website at https://labor.illinois.gov/.

The Department maintains two distinct types of documents – those that are meant for the general public or a broad audience, and those that are specific communications regarding a case or matter between an individual and the Department. The Department considers those meant for general consumption and those that are specific communications regarding a case or matter between an individual and the Department to be vital documents.

Our protocol to determine and reassess vital documents:

• Updating our vital document list will be an ongoing process for the Department.
• The Department will exercise its discretion in reassessing which vital documents must be translated at least every two years.
• On a rolling basis, the Department will exercise its discretion in identifying and prioritizing what newly created materials, complaint forms, applications and other formal documents should be deemed vital for purposes of translations.
• In exercising its discretion, the Department should remain consistent with its language access plan and the goal to provide meaningful access to written texts.
• For written translation services, the Department will use the professional document translation service, Multilingual Connections (See Appendix B for contact information) or a bilingual staff member in the Department. 

The following current documents are deemed vital:

• Labor law complaint forms (available on IDOL website: https://labor.illinois.gov/complaints.html)
• All correspondence regarding a filed claim with an individual who has previously identified as LEP (translated Provided as needed)
• Application forms for certificates/permits/licenses/etc. issued by IDOL (available on IDOL website)
• Notices of rights, know your rights materials, brochures, posters and any other public outreach or educational materials (available on IDOL website: https://labor.illinois.gov/employers/posters.html)

For certain laws, the Department maintains complaint forms in either Spanish or Polish.

For outreach or educational materials, if the Department identifies a need, there is a request for translation, or if required in certain statutes, we will ensure those materials are translated into the language needed.

Generally, when an LEP individual files a claim with the department, the claim is assigned to a bilingual staff member. The staff member will correspond via email, phone, or physical mail with the individual in their preferred language. This includes informal communication and the provision of vital documents.

Chart of Vital Documents

 * Provided as needed will be translated into the additional top languages in the State of Illinois: Arabic, Chinese (Simplified & Traditional), Hindi, Tagalog and/or other languages as requested, or a need is identified.

g. Website Translation

LEP individuals may access our website in the following languages:                

• Arabic
• Chinese (Simplified)
• Hindi
• Polish
• Spanish
• Tagalog

In order to access one of the languages, users will find a drop-down list in the upper right corner of any page of our website. Please note only text found directly on our website will be translated by this feature. If PDFs are not available in the language needed by an LEP individual, a request can be made for a translation.

h. Staff Training and Compliance

Department staff needs to know how and when to access language assistance services. For policies and procedures to be effective, the Department will make reasonable efforts to ensure that new and existing    staff members are trained and receive a copy of the Language Access Plan. Language Access training will be given to new staff as part of their onboarding and a copy of the Language Access Plan will be provided. Existing staff will receive yearly Language Access training.

The person at the Department who is responsible for ensuring that staff members are trained in language access issues is: Elizabeth Guerrero, Language Access Coordinator. The Language Access Coordinator is developing a training plan to implement on a medium-term basis as to all Department staff. Staff identified as vital, will be trained on a short-term basis. Vital staff includes senior staff, managers and supervisors, staff hired under a bilingual classification, and first point of contact staff. (First point of contact means staff that handle inquiries from members of the public and manage the phones for the Department.)

 The staff training will be 90 minutes and will include the following:

• Section 1: Understanding Language Access (20 minutes)
• Section 2: Legal Requirements and Organizational Policy (15 minutes)
• Section 3: Identifying and Assessing Language Needs (15 minutes)
• Section 4: Working with Interpreters (20 minutes)
• Section 5: Translation Services and Written Materials (10 minutes)
• Section 6: Practical Communication Strategies (10 minutes)
• Section 7: Scenarios and Role-Playing (15 minutes)
• Section 8: Resources and Q&A (10 minutes)

i. Quality Control

Ensuring the quality and accuracy of language assistance services provided by the Department is critical to providing LEP individuals with meaningful access to Department services and activities. The Department will take reasonable steps to ensure that all staff or contracted personnel who serve as translators or interpreters are competent to do so. Considerations of competency include but are not limited to: 

• For bilingual positions, including a language evaluation in the interview process to ensure proficiency in and ability to communicate information accurately in both English and the other language.
• Knowledge of the language and any specialized terms or concepts particular to Department’s services or activities and of any particularized vocabulary used by the LEP person.
• Where and when the Department utilizes qualified bilingual staff for written translations, the Department will ensure that the translated materials are reviewed by at least 2 qualified bilingual staff.
• Understanding and following:
  • Confidentiality,
  • Impartiality, and
  • Ethical rules

Additionally, the Department will take the following steps to ensure quality control for document translated by vendors:

• The Department, through its vendor, will ensure that proofreading/editing for correctness are a component of the translation services provided by any vendor under contract as part of the publication process.
• The Department will also review translated materials by bilingual employees when possible, or by staff of community partners that speak the relevant language to ensure accuracy.

j. Monitoring and Evaluating the Plan

In accordance with the Illinois Language Equity and Access Act, IDOL will coordinate with the Governor’s Office of New Americans to review and monitor the implementation of its Language Access Plan and ensure ongoing compliance with the Act.

IDOL will conduct an individualized assessment of language assistance needs and patterns of language use on an ongoing basis and incorporate updated data and performance metrics into each new iteration of the Language Access Plan, as required under Section 25(d)(3). The agency will use this information to evaluate the effectiveness of current policies and practices and to inform continuous improvement of language access services.

To comply with the Illinois Language Equity and Access Act, IDOL will take the following steps to collect data to evaluate performance of our Language Access Plan:

1. We will request that staff track all encounters with LEP individuals through a tracking document that may capture, among other information, the language preference noted during the encounter; the type of interaction; the particular issue the individual needs assistance with; and the language assistance method that was used (bilingual staff, interpretation services or other). This documentation process is still in development and is a work in progress at IDOL, as we balance limited staff and resources with the need to measure and evaluate LEP services provided.
2. We will request a quarterly usage report from the vendor that provides our interpretation services to track and evaluate the languages used and the volume in which they are used.

IDOL will also engage ongoing review of statewide and agency-specific data on limited English proficient (LEP) populations, including demographic shifts and the identification of new or emerging language needs, as outlined in the State’s Language Needs Assessment Report. The monitoring and evaluation plan will also track progress on the implementation of Language Access Plan goals, review expenditures related to language assistance services and assess whether projected changes in costs require budget adjustments or modifications to service delivery methods. Some potential methods for this ongoing evaluation include: 

• Obtain regular feedback on the Plan from supervisors and staff
• Survey staff on the frequency of language access services
• Observe and evaluate Department interactions with LEP persons, when appropriate
• Obtain feedback from community-based organizations and other stakeholders at community meetings and through our quarterly community roundtables

k. Complaint Process

Individuals who believe they have been denied access to language access may file a complaint in their preferred language by phone, email or in person to Elizabeth Guerrero (312) 793-2800 or by emailing to Elizabeth.Guerrero@Illinois.gov.

• Step 1: Submit a Complaint (Please see Appendix C- upon LAP approval complaint form will be posted on the IDOL website)
• Step 2: We will confirm that we have received the complaint
• Step 3: We will take all necessary steps to address the complaint and find a resolution
• Step 4: We will resolve the issue which will be communicated in the preferred language, and we will explain the steps taken to address the complaint
• Step 5: If a complaint is not able to be resolved by the Department, we will elevate the unresolved complaint to the Governor's Office of New Americans GOV.NewAmericans@Illinois.Gov

The Department is committed to providing meaningful access to any of its services and activities. IDOL will provide outreach and education, assess plan performance, and as needed, adjust the Plan accordingly.

A. Bilingual staff list:

B. Contact information for Contracted Language Services

a. Interprenet | Phone Number: (312) 928-1188 | Email: Info@Interprenet.net

i.     Service: In-Person Interpretation

b. Propio | Phone Number: (612) 400-6504 | Email: Miranda.Schlichter@Propio.com

i. Services: Remote/Telephonic Interpretation and video ASL requests

c. Multilingual Connections | Email: Illinois@mlconnections.com

i. Service: Document Translation

d. IDOL staff should call SimpliciTTY 888-758-6053. For any questions or issues DoIT should be contacted.

C. Complaint Form

Illinois Department of Labor Language Access Complaint Form

The State of Illinois is committed to ensuring that all Illinois residents, including those with limited English proficiency, have equal access to State services. If you or someone you know had trouble accessing State services due to a language barrier, please fill out this form. This form should only be used for complaints related to language access. Your personal information will be kept private.

Submit the forms by email to Elizabeth.Guerrero@Illinois.Gov, or you may mail the form to:

Illinois Department of Labor 

115 S LaSalle St, 37th Floor

Chicago, IL 60603

The following information will be collected as part of the complaint process:

___________________________________________________

1. Tell Us About You

Name: _________________________________________ 

Address: _______________________________________ 

City: _________________ State: _______ Zip: ___________

Phone Numbers: Home: __________________ Cell: ___________________

What’s the best time to call you? ☐ 8 AM–12 PM ☐ 12 PM–4 PM

What is the best way to contact you?

Email: __________________________________________

What language do you prefer to use? _______________________

Do you read and write in this language? ☐ Yes ☐ No

Did someone help you fill out this form? ☐ Yes ☐ No

If yes, please provide their information:

Name: ______________

Phone: ______________

Email: _______________

2. What problems did you have? (Check all that apply)

☐ I was not offered an interpreter or language assistance services

☐ I asked for an interpreter but was not provided one

☐ The interpreter did not provide accurate interpretation

☐ I asked for a document to be translated and was denied (please list the document(s) below)

☐ The translated document I received was inaccurate (please list the document(s) below)

☐ I was not able to access the website due to a language barrier

☐ I was unable to access a video because it did not have captions or subtitles

☐ Other: ____________________________________________

3. What kind of help do you need? (Check all that apply)

☐ Reading ☐ Writing ☐ Audio ☐ Video ☐ Interpreter

☐ Other: ___________________________

4. Tell Us What Happened

Tell us what happened. For example, include:

· Where?

· When? (date and time)

· Who was involved?

· What went wrong?

______________________________________________

NOTE: This form is intended to gather information about your complaint. The Illinois Department of Labor will review your complaint. You will be notified when your complaint is resolved. You can submit this form without providing your name and contact information. However, if you choose to remain anonymous, we will not be able to contact you for more details or update you on the resolution of the complaint.