Office of Research Services - Serving the NIH Community
Division of Amenities and Transportation Services  
Sign Language Associates, Inc. (SLA) Performance Standards
  1. At least 98% of all requests received at least 5 business days in advance will be filled.
  2. At least 90% of all requests received less than 5 business days in advance are filled.
  3. At least 85% of all requests received for that particular day (day of) will be filled.
  4. At least 90% of requests received outside normal business hours will have an interpreter respond onsite within 40 minutes.
  5. At least 98% of all requests will be initially confirmed and scheduled by the vendor with accurate information based upon user provided information on each request (i.e., date, times, type of services, any special instructions, etc.).
  6. At least 98% of all requests received are confirmed by the vendor within one (1) business day (e.g., all requests received during the hours of 7:00 a.m. to 6:00 pm must be confirmed to the Project Office no later than 4:00 p.m. the following business day. For requests received on a Friday between those hours, the vendor will provide the confirmation on Monday.)
  7. At least 97% of requesters/users rate the vendor at least "Average" overall on the Consumer Feedback Form.
  8. At least 95% of all confirmed interpreters respond to the properly scheduled event at least 15 minutes prior to start of the event.


Contact Information
  Chris Gaines
Project Officer
(301) 402-8180
  Carole Harman
Quality Assurance Specialist
(301) 402-8180
  Pamela Jenkins
Quality Assurance Specialist
(301) 402-8180
  Interpreting Customer Service
(301) 402-8180
Interpreting Services Feedback Form
Interpreting Services Manual
On-Line Interpreting Service Request System
Office of Research Services Office of Research Facilities National Institutes of Health U.S. Department of Health and Human Services