Language Access and Assistance

Your right to language access

Everyone has the right to understand and be understood when interacting with the City of Vancouver. If you do not speak English well, or if you are Deaf, Hard of Hearing, or use American Sign Language (ASL), the City must provide communication support free of charge so you can access all services, programs, and information.

You have a right to meaningful access. Meaningful access means you must be able to:

• Understand what the City is telling you
• Ask questions and get clear answers
• Receive services without unfair delays
• Get the same quality of service as English-speaking residents
• Never be charged for language assistance

You should not be told to bring your own interpreter or rely on family members or children to interpret or translate.

This right is protected by federal civil rights laws, including Title VI of the Civil Rights Act, the Americans with Disabilities Act (ADA), and Section 504 of the Rehabilitation Act

Who can get language help?

You can receive language assistance if you:

• Speak little or no English
• Use American Sign Language (ASL)
• Are Deaf or Hard of Hearing
• Use another way to communicate
• Need help understanding written or spoken information

You do not need to be a citizen, permanent resident, or have any special status to get language help.

What kind of help Is available?

The City provides many types of language services free of charge, including:

• Interpreters (by phone, video, or in person)
• Translated documents for important information
• Bilingual staff in some departments

The City can provide help in more than 200 languages and offers 24/7 interpreting for urgent needs

How do I ask for language help?

You can say: “I need an interpreter” or “I need this in my language” when you are:

• In person at any City office
• On the phone with a City employee
• Preparing to come to an in-person public meeting or event
• When you receive a letter, bill, or form that you do not understand

What if something goes wrong?

The City tracks language access problems and must fix barriers when they happen often or cause serious harm. You can contact the City’s Engagement and Access Department for help or to file a complaint: EAD@cityofvancouver.us.