The District of Columbia Housing Authority has improved its customer service for people who speak English as their second language.
The D.C. Office of Human Rights gave DCHA’s Language Access compliance function a score of 12 out of a possible 14 for services to non English-speaking customers . Last year, the agency scored 10 out of 14.
“OHR credits DCHA for accelerating efforts to improve accessibility and preparedness in fiscal 2015. DCHA implemented a more comprehensive data collection strategy across agency offices and properties, trained frontline and call center staff on language access compliance, revamped the agency-wide language access policy and call center manual, and translated 14 vital documents into Mandarin,” the report read.
DCHA has translated scores of vital documents for everyday operations, as well as for special cases such as the leasing up of Museum Square residents after its landlord left the Housing Choice Voucher Program.