BILINGUAL MYSTERY SHOP PROGRAM

The Department of Human Services is seeking a qualified supplier to provide Bilingual Mystery Shoppers to conduct a comprehensive evaluation of the organization's effectiveness in providing language access services to constituents with Limited English Proficiency. The evaluation will be carried out through a structured Mystery Shopper Program utilizing trained professional interpreters. The findings will provide actionable insights to support continuous improvement and enhance the overall client experience for non-English speaking populations. Key aspects of the job include: • Conducting mystery shopper evaluations to assess language access services • Providing trained professional interpreters to simulate real-world client interactions • Evaluating the quality, accessibility, timeliness, and consistency of language access services • Identifying areas for improvement and providing recommendations for enhancing language access services • Supporting compliance with federal and state language access requirements