Language Associates, Inc. (SLA) Performance Standards
- At least 98% of all requests received at least
5 business days in advance will be filled.
- At least 90% of all requests received less than
5 business days in advance are filled.
- At least 85% of all requests received for that
particular day (day of) will be filled.
- At least 90% of requests received outside normal
business hours will have an interpreter respond onsite
within 40 minutes.
- 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.).
- 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
- At least 97% of requesters/users rate the vendor at least
"Average" overall on the Consumer Feedback Form.
- At least 95% of all confirmed interpreters respond to the
properly scheduled event at least 15 minutes prior to start of