Project Information

Bid Title

Event 85051: (RFQ) Telephonic Interpretation Services Addendum 1

Issuing Agency

City of Chicago Housing Authority

Location

Illinois

Published Date

Nov 24, 2025

Closing Date

Dec 5, 2025

Government Level

State & Local

Status

Closed

Original Source

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Bid Documents

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Project Description

Event 85051: (RFQ) Telephonic Interpretation Services

• Event 85051: (RFQ) Telephonic Interpretation Services
• Event 85051: Addendum 1
• Event 85051: Attachment A, CHA Language Access Policy
• Event 85051: Exhibit B - Fee Form

Attachment Preview

REQUEST FOR QUOTES #85051 (2025)

Telephonic Interpretation Services (DIV)

Wednesday, October 22, 2025

Matthew Brewer, Operating Chair

Sheila Johnson, Deputy Chief of Procurement

1

PART 1 – GENERAL INFORMATION

1.1 Chicago Housing Authority

CHA is the third largest public housing authority in the nation and the largest single owner of rental

housing in Chicago. Through its public housing and voucher programs, CHA serves 135,000 people

in over 65,000 households across all 77 of Chicago’s community areas. CHA’s mission is to create

and sustain strong communities where seniors thrive and everyone can unlock their economic

power, ensuring that every neighborhood in Chicago has quality affordable housing and everyone

feels welcome.

In its procurement of its goods and services, CHA seeks relationships with vendors who share our

values for inclusive and equitable contracting opportunities. CHA strives to be fair, transparent, and

practical, and works to optimize the use of public funds through purchasing decisions. For more

information, visit www.thecha.org.

1.2 DEFINITIONS

A. “Minimum Professional Proficiency” means able to speak the language with sufficient structural

accuracy and vocabulary to participate effectively in most formal and informal conversations

on practical, social, and professional (housing) topics; and able to read standard newspaper

items addressed to the gender reader, routine correspondence, reports and technical materials

in housing field.

B. “Full Professional Proficiency” means able to speak the language fluently and accurately on all

levels pertinent to the professional needs; and able to read all styles and forms of the language

pertinent to professional needs.

C. “Native or Bilingual Proficiency” means the equivalent as an educated native speaker; and

educated (college level) native reader.

D. “Telephonic Interpretation” means a complete range of telephone interpretation and translation

services including, but not limited to, three-way or more communication with a LEP individual,

to facilitate foreign language communication, which shall be available 24 hours per day, 7 days

per week, 365 days per year through a dedicated toll-free number and access codes, to

specialized call routing options, call intake transcripts and user education materials.

E. “Video Remote Interpretation (VRI) Services” means a video telecommunication service that

uses devices such as web cameras or videophones to provide sign language or spoken

language interpreting services.

F. Hard-to-Reach Populations: in the context of local government, ‘hard to reach’ is a term

sometimes used to describe those sections of the community that are difficult to involve in

public participation. In the City of Chicago, some of the hard-to-reach (and hard-to-count during

Census efforts)sub- groups, include but are not limited to: Households below the poverty line;

Racial and ethnic minority groups; Children under five; Aging population; Non-English

speakers; Renters; Racial and ethnic minority groups; Individuals experiencing homelessness;

Immigrants and refugees; Undocumented individuals; LGBTQ+; Individuals with disabilities;

Individuals with limited digital access; Returning residents and Veterans.

ARTICLE I

INTENT AND PURPOSE

The Chicago Housing Authority (CHA) is sensitive to the needs of persons with Limited English

Proficiency (LEP), including CHA applicants/residents/owners and City of Chicago patrons. CHA

values differences and is committed to providing equal opportunity in its outreach practices and

decisions. CHA follows all applicable federal, state, and local laws and ordinances prohibiting

discrimination. Therefore, to ensure meaningful access to CHA’s programs by LEP persons, CHA is

seeking qualified firm(s) to provide Telephonic Interpretation Services, including Video Remote

Interpretation (VRI) Services

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Respondents must submit a proposal that addresses all components of this RFQ CHA reserves the

right to select one or more Respondents through this solicitation.

CHA anticipates it will award a cost reimbursement contract for a base period of two (2) years and

reserves the right to extend the contract(s), at its sole discretion for up to three (3) additional one-

year option periods. No award will be made to a Respondent that is on the list of Selected

Respondent(s) ineligible to receive awards from CHA or the Federal Government, as furnished from

time to time by HUD. CHA anticipates the contract resulting from this RFQ to begin in first quarter

2026.

ARTICLE II

PROJECT BACKGROUND

The Chicago Housing Authority is sensitive to the needs of persons with Limited English Proficiency

[LEP], including applicants, participants, and the residents of the City of Chicago. CHA values

diversity and is committed to providing equal opportunity in its outreach practices and decisions. CHA

follows all applicable federal, state, and local laws and ordinances prohibiting discrimination. CHA

Language Access Policy (Attachment A) outlines CHA’s requirements to provide appropriate

translation and interpretation services to the communities served by CHA to ensure LEP persons

have meaningful access to CHA’s programs and services. Therefore, CHA invites the submission of

proposals from firms with around-the-clock expertise and experience in a variety of settings for

Foreign Telephonic Interpretation Services. To view historical data of telephonic interpretation

services, see Exhibit A.

ARTICLE III

SCOPE OF SERVICES/STATEMENT OF WORK

A. Scope of Services

The purpose of this RFQ is to identify a qualified firm(s) to provide the Chicago Housing Authority

with telephonic interpretation services through toll free numbers and Video Remote Interpretation

(VRI) services. The goals and objectives of this project include the following:

B. Objectives

• Provide culturally driven telephonic interpretation of CHA processes and activities, HUD and

CHA documents.

• Most of the calls placed to the telephonic interpretation line will be during CHA’s Business

Hours (8:00 AM to 5:00 PM CST). Nonetheless, it is expected the Selected Respondent(s)

provides accurate telephonic interpretation 24/7 via toll free numbers.

o Line accessed by employees.

o Multiple Lines are accessed by individuals with LEP.

o VRI Services, as needed.

General Definition of Products and/or Services

The Respondent(s) is to propose the broadest possible selection of Foreign Telephonic

Interpretation Services. The intent of this solicitation is to provide CHA with services to meet its

various needs. Therefore, Respondent(s) should have demonstrated experience in providing the

Services as defined in this RFQ included but not limited to:

Telephonic Interpretation: The complete range of telephone interpretation and translation

services including, but not limited to, three-way or more communication with a LEP individual to

facilitate foreign language communication, having a 24 hour per day, 7 days per week, 365 days

per year availability, through dedicated toll-free numbers. Most of the calls will be placed during

CHA’s business hours (8:00 AM to 5:00 PM CST)

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Related Services and Solutions: The complete range of related services and solutions available

from Respondent(s) including, but not limited to, Video Remote Interpreting (VRI) services accessible

via a phone app and web-based, testing and training services for Respondent staff, and any other

related services and solutions available for the Respondent(s)

Foreign Languages

1. Respondent(s) shall offer Spanish at a minimum, as well as the additional languages as listed in

the Fee Form.

2. Respondent(s) shall state any additional languages it offers in addition to the 41 outlined in the

Fee Form for the Services described in the General Definition of Products and/or Services of this

RFP. These languages must be continuously available.

3. Respondent(s) shall also state any additional languages it offers and the availability of those

languages for the Services described in the General Definition of Products and/or Services of this

RFP.

C. Statement of Work

Interpreter Qualifications (Individuals).

The Respondent(s) shall utilize interpreters who are:

1. Thoroughly knowledgeable about U.S. domestic culture and have professional proficiency in

both English and the requested foreign language.

2. Screened and tested for proficiency in both written English and the foreign language(s).

Respondents are to include the quality level of their interpreters and translators with their

Proposal. Please provide your methodology for providing qualified interpreter and translators.

3. Linguistically accurate, culturally appropriate, and technically consistent with the original

message.

4. Able to act as bridge by providing CHA with feedback for cultural appropriateness.

5. Able to provide consecutive interpretation and simultaneous interpretation when requested

by CHA.

6. Aware of affidavits and statements of truth in reference to the validity of the interpretation.

7. Knowledgeable of and comply with HIPAA related privacy guidelines.

8. Aware of affidavits and statements of truth in reference to the validity of the interpretation.

9. Able to, as a single interpreter, complete each call to ensure continuity and consistency in

terminology and style.

10. Capable of performing conference-calling services and capabilities, including VRI services

Requirements for Telephonic Interpretation

The Respondent(s) must provide telephonic interpretation services as described in more

detail below. A list of commonly interpreted languages is included in the Fee Form.

1. Telephonic Interpretation

A. Telephone interpretation services via three-way telephone conversations consisting of a

Limited English Proficiency (LEP) caller, a CHA employee or contractor and the

Respondent(s)’s language interpreter. The nature of the telephone calls includes but is

not limited to the following categories:

• Tenant Services (moving papers, payments, re-examinations, interim status,

interim request, briefing scheduling, reasonable accommodation).

• Owner Services (rent determination, Housing Assistance Payment

contracts, inspection set-up, owner eligibility).

• Intake/Waitlist and Admissions (waitlist, eligibility interview, initial briefing appointment).

4

• General Inquiries (public housing inquiries).

• Portability and Inspections (scheduling, appointment verification).

• General housing inquiries.

B. The Respondent(s) shall provide a toll-free number for CHA employees and vendors.

The operator of this line would connect the CHA employee or vendor, along with the

LEP caller, to an interpreter from the Interpretation Line.

C. The Respondent(s) shall provide a toll-free number(s) for Individuals with LEP. CHA

has multiple phone numbers to communicate with CHA residents, HCV participants and

the General Public. Therefore, it is expected that a toll-free line is provided as requested

by CHA to ensure a toll-free number is available to conference-in an interpreter prior

to connecting to CHA phone numbers. CHA’s key phone numbers include but are not

limited to CHA’s main line (312) 742-8500, HCV Call Center (312) 935-2600, Family

Works (312) 935-2625, Emergency Services (312) 5422-8850, etc. The operator of

this line would connect the individual with LEP with an interpreter and transfer the call

to an assigned CHA phone line(s) to serve the LEP individual. Some of these lines

have Interactive Voice Response (IVR) Systems.

D. Most of the calls will be placed during CHA’s business hours (8:00 AM to 5:00 PM

CST). However, the Selected Respondent(s)’s operators and interpreters must be

available 24 hours, 7 days a week, 365 days per year and CHA employees or

contractors must be connected to an interpreter within 15 seconds.

E. Telephone interpretation and VRI services will be billed in sixty (60) second or one (1)

minute increments at the per minute rate specified in contract. Partial minutes or any

portion of a full minute may be rounded up to the next highest minute.

• Length of the call is measured from the time the appropriate target language

interpreter is on the line and able to act as intermediary to the time CHA staff

terminates the call. Response times or wait times shall not be included in the

billable call time. Wait time includes, but is not limited to, time spent on the

Respondent(s)’s call menu system, with a dispatcher, or in a queue for an

interpreter.

Requirements for Related Services and Solutions:

The Selected Respondent(s) must have the ability to provide telephonic interpretation and VRI

services with Full Professional Proficiency to CHA and individuals with LEP as outlined below. Among

other things, the Selected Respondent(s), in conjunction with CHA staff shall assist individuals with

completing, reading, or instructing CHA patrons either over the phone, VRI or through CHA’s IVR

system(s).

2. Staffing and Training Requirements:

A. Video Remote Interpreting (VRI) services shall be accessible via phone app and web-based or a

technology that can be supported by CHA’s system(s)

B. The Respondent(s)’s personnel staff shall demonstrate their expertise in telephonic interpretation

and VRI services and proficiency in the public housing industry.

C. The Selected Respondent(s) shall have the capability to provide Full Professional Interpretation

Services

D. The Selected Respondent(s) should have the capability of conducting Quality Control (QC)

activities and training their staff on an ongoing basis to successfully execute Scope of.

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Commodity Codes

• NAICS 541930Translation and Interpretation Services

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