Customer service focused on growing diversity

Woven into Chesterfield County’s population are a variety of backgrounds, generations and nationalities, and many other factors that have sculpted its growing diversity.

It’s estimated that more than 30 languages are spoken within the county – a sign of the times and a sign of things to come. Chesterfield County grows more diverse each year.

Chesterfield County government is committed to providing world-class customer service. Good communication is important in achieving that goal.

HRM maintains a list of county employees who speak foreign languages and are willing to interpret or translate. The list includes 15 people who speak seven languages, including American Sign Language.

The Health Department includes some English-Spanish bilingual employees. It also has volunteer interpreters for several languages and sometimes gets help from students in Virginia Commonwealth University’s Spanish department. The Virginia Department of Health provides to local health departments essential forms and fact sheets translated into several major languages.

With the county’s Hispanic population growing at a much faster rate than any other foreign segment, the need for more Spanish-speaking employees has been identified, and funding has been allocated for some bilingual positions. The Health Department has employed two public-health nurses, a receptionist and an outreach worker who are fluent in Spanish.

Until recently, only one employee in the Social Services Department spoke Spanish. When she could no longer handle the increasing need for translation services, a part-time translator was hired to help communicate verbally, fill out forms, translate documents and accompany social workers on home visits. The Virginia Department of Social Services also provides the county with some forms prepared in Spanish.

Departments occasionally see customers whose native language is something other than Spanish. In addition to HRM’s list, individuals often know of someone who may volunteer to translate or interpret. A communications company also offers language translation.

“Most of our foreign-speaking customers are Hispanic,” said Becky Johnson, deputy treasurer, Treasurer’s Office. “We have to use our imaginations sometimes. Hand signals are important. Plus, customers who speak foreign languages may know a little English and we may know a little of their language.”

The Treasurer’s Office also uses HRM’s list, but the staff believes more can be done to communicate effectively with the growing Hispanic population. Two customer-service representatives are scheduled to begin Spanish classes in the near future.

As the focal point of communications for the county, the Department of Public Affairs is making a significant effort to provide Spanish-speaking residents with county information in Spanish. Currently, the department is translating a Guide to Services, various fact sheets and other printed materials, as well as some information on the county’s Internet site, chesterfield.gov.

Chesterfield County Public Schools offer an English as a Second Language program for foreign-born students. Currently, there are 671 students in grades 1 through 12 receiving instruction in the ESL program.

While about half of the ESL students are Hispanic, Asians also are well-represented, with the most common Asian languages spoken being Korean, Cambodian and Vietnamese. Recently, the schools have seen a rise in the numbers of Bosnian and Sudanese students.

Chesterfield County has another program designed to address language barriers. It’s the Limited English Speaking Program, a product of the Limited English Speaking Program Coalition.

LESP opened the Dupont Square Learning Center six years ago. This community-based learning center, located in northeastern Chesterfield County, is used to deliver educational classes to youths and adults who have limited English vocabularies.

LESP consists of public, private and community agencies working together to assist refugee and immigrant families in adjusting to a new way of life in the United States. The program is supported by Chesterfield County through funds provided to the Extension Service office. For more information, please call 275-5850.