The Contractor agrees to provide, to the Civil Rights Department (CRD), all labor, travel and per diem, materials, non-consumable supplies, transportation, personnel, equipment, and every other item of expense necessary to provide Telephonic Interpretation Services. 1. Description of Services A. Telephonic Interpretation Services may be performed for investigative interviews, public hearings, council meetings, mediation, legal interviews, telephone depositions, and confidential administrative interviews. B.CRD does not guarantee a minimum number of meetings, legal hearings, etc. Telephonic Interpretation Services I. Contractor shall provide services on an as-needed basis. II. Contractor shall provide on-demand interpretation services in the languages most common in California, included but not limited to Amharic, Arabic, Armenian, Cantonese, Dari, Farsi, French, German, Hindi, Hmong, Igbo, Ilocano, Iranian, Japanese, Khmer, Korean, Lao (Laotian), Mandarin, Pashto, Persian, Portuguese, Punjabi, Russian, Samoan, Spanish, Swahili, Tagalog, Thai, Vietnamese, and Yoruba. III. Contractor shall provide a toll-free telephone number that is accessible twenty-four (24) hours per day, three hundred and sixty-five (365) days per year, from all telephone area codes located throughout the State of California. IV. Contractor shall ensure that all scheduled telephone system updates are scheduled outside CRD's regular business hours of 8:00 a.m. to 5:00 p.m. V. Contractor must be able to handle simultaneous incoming calls while providing a high level of services. VI. Contractor shall provide on-demand telephonic interpreters with an average wait time of no more than three (3) minutes from dispatch to connection with an interpreter. CRD may require an explanation of any call involving excessive delay in answering or establishing a connection. VII. Contractor shall ensure the ability to place a minimum of three (3) way multiple-party/point conference calls. VIII. Contractor shall ensure that all telephone call conversations are conducted with quality audio signals to minimize any difficulty in understanding either party. IX. Contractor shall provide method to request interpreters for prescheduled telephone calls or video remote meetings for intake interviews and mediations. X. Contractor shall provide CRD with a live working online platform at no additional charge for CRD to request pre-scheduled interpreters for the pre-scheduled telephonic event and on-demand reports from any location with the State of California. The contractor's interpreter management system must capture data on requests submitted through the portal, as defined below.

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