Audit Report on the Compliance of the New York City Department of Veterans’ Services with Local Law 30 Regarding Access to City Services for Residents with Limited English Proficiency

Executive Summary

In 2017, the New York City Council enacted Local Law 30, effective July 1, 2017, which requires New York City (City) agencies that provide direct public services or emergency services to have a language access plan that allows residents meaningful access to City services regardless of their proficiency in English. These translation services must be provided in the top 10 designated Citywide languages, consisting of the top 6 limited English proficiency languages spoken by the population of New York City as determined by the Department of City Planning and the Mayor’s Office of Language Services Coordinator, based on U.S. census data, and the top 4 limited English proficiency languages spoken by the population served or likely to be served by the agencies of the City of New York, excluding the languages designated based on U.S. census data.

This audit focuses on whether the Department of Veterans’ Services (DVS) complied with Local Law 30. DVS, created in April 2016,^[1] works with City, New York State (State), and federal agencies, as well as regional private and not-for-profit partners, to improve the lives of all New York City veterans and their families. DVS seeks to ensure that homeless veterans have permanent housing and access to the support services they need to find and maintain their homes. In addition, DVS seeks to expand education and career opportunities for veterans and to provide information to them and their families about the availability of benefits, resources, and care Citywide. DVS states that it is committed to supporting veterans’ mental health overall and to specifically addressing the full impact of war and their military service. DVS serves service members, veterans, or family members regardless of era of service, branch of service, or discharge status.

Audit Findings and Conclusion

We found that DVS generally complied with Local Law 30. Our review of DVS’ Language Access Plan dated 2018 found that DVS has made continuous progress to provide meaningful language access to the agency’s services for Limited English Proficient (LEP) customers. Its Language Access Plan describes the steps that DVS has taken to provide its services to the LEP population.

Specifically, we found that DVS provides direct public services in the top 10 New York City LEP languages as required by Local Law 30. Further, we found that through Citywide contracts with language vendors, (Language Line Services LLC and Geneva Worldwide, Inc.) DVS has the ability to provide documentation, translation and phone interpretation services in 175 languages through the above contracts as well as the City’s 311 service. Appendices I and II contain details of the specific items we tested and the results of our tests. Appendix III illustrates DVS’ efforts to ensure Local Law 30 compliance.

Agency Response

In its response, DVS agreed with the audit’s finding and recommendation. DVS stated, “DVS will maintain its compliance with Local Law 30 to ensure that residents with limited English proficiency can effectively navigate the NYC Department of Veterans’ Services.”

[1]  Prior to 2016, New York City’s veterans were served by the Mayor’s Office of Veterans Affairs (MOVA).