Patrick Thomas
Director of Business Development at PGLS
Effective communication is a cornerstone of public safety and security, which means language access planning must play a central role in agency operations. Operating without a language access plan exposes public safety leaders, agents, and the limited English-speaking public to significant risks. For example, a University of Washington study found the dispatch time for emergency aid increases when a language barrier is present in a medical emergency.
According to the U.S. Census Bureau, over 350 languages are spoken in American households, and nearly 25 million individuals are classified as limited-English proficient (LEP). As the United States becomes more linguistically diverse, public safety agencies must contend with increasing incidents related to language barriers between law enforcement, emergency response, and the public. While diversity brings unique challenges, it also offers opportunities to build stronger community relationships through more inclusive communication strategies.
Agencies not investing in language access capacity are gambling with the public’s trust. Even a basic miscommunication can worsen outcomes for limited-English-speaking individuals. In many cases, the failure to address language barriers may even violate individual civil rights. For these reasons and more, language services, including translation and interpreting, play an increasingly vital role in public safety, security, and community relations.
Language Access, Law Enforcement, and Public Safety
A language access strategy supports better safety outcomes when the public interacts with police officers and other emergency service providers. Linguistic and cultural barriers can contribute to unnecessary escalation, leading to avoidable injuries or even fatalities. Proactively incorporating language services minimizes these risks, ensuring clearer communication in otherwise tense scenarios.
For law enforcement agents, the stakes of effective communication are equally high. Police officers frequently encounter LEP individuals in high-pressure situations where precision and clarity are critical. Officers often rely on “command Spanish,” a series of basic arrest or situational commands that help officers establish control. Command Spanish should never replace the role of a trained interpreter who can ensure all parties may communicate and understand each other. Ad-hoc interpreters, such as family members, can also lead to misunderstandings and should not be the only resource, especially in arrest cases.
Ensuring access to language services is not only a tool for agency effectiveness. It is also a legal requirement. Under Title VI of the Civil Rights Act of 1964, public safety agencies receiving federal funding must facilitate meaningful access to individuals who do not speak English proficiently. Similarly, under the Americans with Disabilities Act (ADA), accommodations must be provided to blind, Deaf, hard of hearing individuals, and others with communication barriers due to disability. Failing to meet these standards can result in significant legal or financial repercussions for law enforcement agencies.
Language Access and Emergency Preparedness
Whether it’s an evacuation notice during a natural disaster or instructions from law enforcement, disaster communications save lives when urgency and severity are communicated effectively. Linguistic isolation leads to reduced messaging effectiveness. The time to address language barriers is not while a disaster is unfolding—don’t wait until mid-hurricane season to start planning your community language access plan. Instead, proactive planning helps agencies respond to developing events and issue disaster communications in real time, so residents of all affected regions can take appropriate, possibly life-saving actions.
In 2006, many Latino residents of New Orleans never evacuated as Hurricane Katrina bore down on the city. Only a small share of warnings about the storm were broadcast in Spanish, which limited the community’s awareness of the storm’s severity. Many were unable to evacuate before it was too late. The aftermath of the storm brought hard lessons, and while it is encouraging to observe a more concerted effort by the Federal Emergency Management Agency (FEMA) and its regional partners to prioritize language access, inclusive emergency communications still have a long way to go, particularly on local and regional levels.
FEMA Study: Household Preparedness
A recent FEMA study looked deeply into community differences in household disaster preparedness, and the results highlight LEP households’ experiences with disaster response in their communities. Non-English-speaking households reflected the highest perception of disaster risks (90 percent) of any group, significantly outpacing the perceived risk among primarily English-speaking households (75 percent). LEP households were also more likely to have assembled disaster supplies (52 percent versus 47 percent) and learned their evacuation routes (44 percent versus 30 percent) than English-speaking households.
While community preparedness is an important step in disaster response, the FEMA study results may reflect a need for more inclusive communications. Doing so can help re-instill faith among LEP communities that they will be taken care of in an emergency.
How Language Access Improves Disaster Response
After the immediate danger has passed, the need for language services doesn’t end. Public safety agencies must ensure that recovery efforts are inclusive of LEP communities.
Today, FEMA offers translated materials, multilingual hotlines, and on-site interpreters to help all community members, regardless of language, to access the support they need to rebuild their lives. It marks an improvement, but LEP individuals still face significant barriers when seeking temporary housing, medical care, and financial support, often relying on community groups for advocacy and post-disaster resources.
Security and Crisis Management: Preparing for Diverse Audiences
Security management at large-scale public events, such as international conferences or political protests, requires extensive planning and preparedness. In these scenarios, communication needs to be swift, clear, and inclusive of all languages spoken by attendees. Effective communication can prevent confusion, panic, and harm, whether it’s instructions for crowd control or evacuation protocols during an emergency.
During large sporting events like the Super Bowl or international gatherings like the United Nations General Assembly, security teams rely on translated materials and real-time interpretation services to manage crowd safety.
In times of civil unrest, such as public protests, the ability to communicate in multiple languages can help de-escalate tense situations. Law enforcement agencies must bring in trained interpreters and multilingual officers to convey crowd control instructions during large demonstrations, reducing the likelihood of misunderstandings or violence.
The Cost of Not Providing Language Access
Public safety agencies that do not have access to language support or do not deploy it when it’s needed may struggle to engage with certain communities effectively. The results include delays in emergency response, misunderstandings in crisis situations, and mistrust in law enforcement.
Although many major cities have developed language access plans for their communities, such as San Francisco, Seattle, and New York City, rural or suburban areas do not always have these resources in place. Regardless of location, operating without a comprehensive language access plan can have severe consequences.
Forming a language access plan before disaster strikes can be a matter of life or death for your LEP neighbors. Adequate language access planning also prevents costly mistakes.
A victim of assault, who was arrested after her abuser called in a false report, successfully sued the San Francisco Police Department (SFPD) for refusing her request for an interpreter. She was arrested and separated from her children for one month. Her settlement amount was undisclosed.
In another case, a Deaf woman received a settlement after suing the city of Aiken, South Carolina, who was arrested at a Walmart for missing some items while completing self-checkout. Officers refused to provide her with an interpreter at the time of arrest.
Building Trust through Language Access
One of the most powerful outcomes of integrating language services into public safety efforts is the trust it builds between agencies and the communities they serve. LEP individuals, particularly those in immigrant communities, are often hesitant to engage with public safety officials due to fears of being misunderstood or facing legal repercussions.
However, when language barriers are addressed, it creates a more inclusive and cooperative environment. For example, when law enforcement officers provide interpreters during interactions with LEP individuals, whether during interviews, legal explanations, or de-escalation efforts, they can help foster a sense of safety and inclusion. This, in turn, encourages greater collaboration between community members and law enforcement.
The Future of Public Safety: Language Services as a Core Service
As our communities become more linguistically diverse, the demand for language services in public safety will continue to grow. The need to provide language access spans a wide range of situations, from daily law enforcement interactions to large-scale emergencies and disaster recovery. Public safety agencies must make language services a core component of their operations, ensuring that every individual, regardless of language, can access the help they need when it matters most.
Incorporating language services into public safety is not just a legal requirement or a matter of compliance—it’s about saving lives, building trust, and creating safer, more inclusive communities for everyone. By prioritizing language access, public safety agencies can create stronger community relationships and ensure that no one is left behind in times of crisis.