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should email the appropriate investigative supervisor and inform them that the individual will need
an interpreter. That supervisor will notify the assigned investigator of the need.
7. When presenting someone with limited English proficiency with a form that needs to be filled out,
the preference is to provide them with a form in their primary language whenever available. If a
form in their primary language is unavailable or the individual cannot read it, the interpreter will
convey it in the appropriate language.
B. Documentation
1. Officers will record language interpretation activities for criminal cases and preserve the
recordings following procedures in OPS-485 Property & Evidence and ADM-570 Body-worn
Cameras. When remote interpretation, officers will make every effort to ensure they capture all
individuals involved.
2. Upon request of a Commonwealth Attorney or, if they deem it appropriate, a case agent will submit
a request through their chain of command to have the contracted service provider complete
transcript in both English and the language spoken during the interpretation.
C. Complaint Procedures
1. All complaints against the department or any department member made by individuals with limited
English proficiency or hearing/speech impairments will be immediately forwarded to the Internal
Affairs Division (IAD). Once it is determined that an individual wishes to make a complaint, they
will be provided IAD’s contact information and referred to the department’s online complaint
filing form, which is available in Spanish.
NOTE: This is an approved departure from procedures established in ADM-260 Receipt of
Complaints.
2. IAD staff will utilize the contracted service provider for interpretation services and provide written
documents and communications in the complainant’s primary language.
3. IAD will follow up on any complaints regarding a failure to provide interpretation services
according to policy.
D. Translation Services
1. Certain documents may require translation, particularly documents that advertise services, explain
the complaint process, or document a victim/witness/suspect’s statements.
2. The Planning & Research Office and/or Public Information Office is responsible for processing
requests to translate documents, forms, or web content. Documents that need translation will be
submitted to the contracted service provider or another approved and credentialed service.
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