The purpose of this requisition is to establish the RFI for Telephone Interpret

Background
The Social Security Administration (SSA) provides benefits and services to the public under various titles of the Social Security Act, serving over 49 million beneficiaries. The agency aims to assist individuals with Limited English Proficiency (LEP) by enabling communication through interpreters. This Blanket Purchase Agreement (BPA) is established to enhance SSA's ability to provide immediate interpreter services via telephone and video, ensuring that non-bilingual employees can effectively communicate with customers in their preferred languages.

Work Details
The contractor will provide telephone (audio) and video interpreter services for SSA employees to assist LEP individuals. Key tasks include:
1. Establishing a minimum standard for qualified interpreters to ensure quality service.
2. Providing two toll-free numbers for access to services across all SSA locations in the U.S. and territories, including a specific number for Hearing Offices.
3. Offering 24/7 interpretation services in required languages as specified by SSA, with a one-minute connection time for all calls.
4. Implementing AI-enabled voice-to-voice translation for approved audio calls while ensuring live interpreter services remain available.
5. Ensuring interpreters meet specific qualifications, including fluency in English and relevant languages, compliance with confidentiality requirements, and familiarity with SSA terminology.
6. Providing training on confidentiality and Privacy Act conditions for new interpreters.

Period of Performance
The contract will be performed over a duration determined by the needs of the SSA.

Place of Performance
Services will be performed across all 50 states, the District of Columbia, U.S. Territories (including Puerto Rico, Guam, U.S. Virgin Islands, American Samoa), all 21 Federal Benefit Units, Hearing Offices, and American Consular Agencies.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity appears to have a confirmed incumbent based on SSA’s prior Telephone and Video Interpreter Services BPA and related call orders awarded to Language Select under GS10F0216Y-28321323A00040007 (including a $49,802,544 BPA from 12/01/22–01/31/28 and subsequent call orders). The prior awards specifically covered telephone and video interpreter services for SSA employees supporting LEP customers, including toll-free access and interpreter support across SSA locations, which aligns closely with the current requirement for third-party telephone interpreter services for SSA field offices, teleservice centers, hearing offices, and other designated sites.