Case Study: Washington, D.C. Metropolitan Police Department launches multilingual phone tree with LanguageLine DirectResponse

Washington, D.C. Metropolitan Police Department covers 90% of interpretation requests with LanguageLine

The Washington, D.C. Metropolitan Police Department (MPD) needed to provide equitable access to its services for limited or non-English proficient callers, who were often anxious and at risk of hanging up due to language barriers. To address this challenge, MPD partnered with its longtime language access vendor, LanguageLine, to implement a solution called DirectResponse.

LanguageLine's DirectResponse solution embedded a multilingual phone tree into MPD's system, offering six language options that cover approximately 90% of interpretation requests. This provides callers with an in-language experience from the very start of the call, connecting them directly to an interpreter who facilitates the entire conversation with the police department. The solution sets an inclusive tone, encourages callers to stay on the line, and enhances the city's services to its diverse community.

Washington, D.C. Metropolitan Police Department (mpd)