Limited English Proficiency 911

Overview

By definition, emergency calls are stressful.  Now imagine calling 911 and trying to explain your emergency to an operator who speaks another language. What began as a stressful event has become a nearly impossible event.

NWPERRC researchers want to make this situation less difficult. Collaborating with partners in Limited English Proficient (LEP) communities, researchers will study specific barriers LEP callers face and then identify ways to overcome these barriers. Findings from this study will inform protocols that will be useful to 911 operators, emergency call center staff, and others who are using phone-based emergency response systems.

This five-year project was funded in 2008 by the Centers for Disease Control and Prevention.

Methods

This project is using focus groups and surveys to gather information about the LEP communities targeted by the study (Cantonese and Mandarin speaking people). Researchers are analyzing reports from LEP 911 calls to determine if responder arrival in these cases is slower compared to emergencies that are not complicated by language barriers.  Researchers are also reviewing audio recordings of 911 calls involving LEP callers, and they are surveying LEP callers to assess how well they understood operator-provided information.

Tools for the field

LEP simulators in call center exercises: Researchers developed a protocol to include LEP simulators in Public Information Call Center (PICC) functional exercises. Inclusion of Spanish and Chinese-speaking callers in the activation of PICCs tested the system’s capacity to serve LEP communities effectively. Based on their PICC research, researchers offered recommendations to PHSKC regarding PICC operator training, criteria for use of interpreters with LEP callers, and Language Line connectivity issues. As a result, PHSKC modified operator training to stress aspects of speech (e.g., succinctness, use of pauses) and appropriate use of language line; and also worked to resolve technical issues that were causing Language Line calls to be dropped. (See Calhoun R, Young D, Meischke H, Allan S. Practice, More Practice, Best Practice. Improving Our Service to Limited-English Callers. Washington State Journal of Public Health Practice, 2009, 2(1):34-37).

9-1-1 Dispatcher training and protocols: Research findings are informing PHSKC policy changes related to dispatcher training, including use of interpreters, and communication protocols with LEP callers. These changes are being field tested and evaluated at two 9-1-1 call centers in King County, Washington.

Vaccine communication channels for Chinese and Vietnamese LEP: Results from two surveys shed light on Chinese and Vietnamese LEP beliefs, behaviors, and intentions to get H1N1 and seasonal flu vaccine. These findings identify best communication channels for improving vaccine information and access within these communities, such as effective places for public health to advertise and provide vaccines.

Researchers

Hendrika Meischke, PhD, MPH, Principal Investigator
Shin-Ping Tu, MD, MPH, Co-Investigator
Mei-Po Yip, RN, MPhil, PhD, Co-Investigator
Becca Calhoun, MPH, Program Manager

For questions about this project, please contact Becca Calhoun at calhounb@u.washington.edu.