NYC Agencies Can Learn from Human Resources Administration’s Language Accessibility, Finds Comptroller Lander Audit

New York, NY – As part of an ongoing effort to oversee language accessibility at City agencies that provide services to the public, New York City Comptroller Brad Lander recently audited the New York City Human Resources Administration (HRA)’s benefits access centers. The audit found that HRA generally complied with the translation standards prescribed by relevant laws and guidelines, and that non-English Language Preference clients were largely satisfied with how the agency met their language needs.

The audit team surveyed 100 non-English Language Preference (NELP) constituents on their satisfaction with the HRA’s translations and assessed the HRA’s compliance with language requirements. In particular, auditors heard from survey respondents that HRA displayed effective signs notifying constituents of available language services, staff were well prepared to use language cards to identify needed translation services, and telephonic interpretation worked well. Overall, NELP respondents said HRA staff were informative, communicative, and able to assist with basic services.

The Comptroller’s Office encourages all City agencies to prioritize language access compliance and follow HRA’s lead in providing accessible materials and services to all residents.

“Language should never be a barrier to accessing necessary City services,” said Comptroller Brad Lander. “All of New York’s agencies should strive to emulate the HRA’s best practices because every New Yorker deserves equal access to essential public information that impacts their daily lives. Providing materials in the myriad of languages New Yorkers speak and read will strengthen relationships between City agencies and the diverse communities that define New York.”

More than 25% of New York City residents over the age of five are not proficient in English. Recent legislation sought to improve the language accessibility of City services, requiring agencies that provide direct or emergency services to translate documents into the 10 most common languages, provide interpretive services, and train workers on language access policies. The ten mandated languages for translation are Spanish, Chinese, Russian, Bengali, Haitian Creole, Korean, Arabic, Urdu, French, and Polish.

The audit recommended that HRA provide professional translations for Bengali, Urdu, French, and Polish on the ACCESS HRA website portal where residents can apply for SNAP or cash assistance benefits. In their response to the audit, HRA explained that they are aware of the issue and will improve the translations on the web portal by June 2024. The Comptroller’s Office encourages HRA to address its translation issues as soon as possible and will follow up with the agency at a later date.

The Comptroller’s Office is seeking input from New Yorkers who faced difficulties in accessing City services due to language barriers. The Comptroller’s Office launched a language access form that would allow residents to submit instances of problems with translation or language assistance services at agencies.

Read the full report here. New Yorkers can submit language access complaints to the Comptroller’s Office here.

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