Social Security has supported people with Limited English Proficiency (LEP) for decades. The agency’s longtime policy has been to ensure that people have access to services regardless of their ability to communicate in English.

In 1992, Social Security issued a report that addressed the gap between the public’s need for more language services and its ability to meet that need.

Since then, Social Security has worked to improve language services and better support the LEP population.

In 1994, Social Security launched the federal government’s first Spanish website. Soon after, the agency made available 40 public documents in Spanish. These efforts demonstrate its long-term commitment to language access and to continuous change to meet customer needs.

At one time, Social Security relied on LEP customers to provide their own interpreters. In 1997, the agency took over the responsibility for providing interpreters to people needing service in languages other than English.

In December 2023, Social Security released its Language Access Plan for fiscal years 2024 to 2026. The plan was a response to the attorney general’s request that federal agencies improve access to services for people with limited proficiency in English.

The U.S. Department of Justice (DOJ) has reviewed improvement efforts and issued a progress report. Social Security has adopted distinct strategies in the following areas:

• Verifying the accuracy and quality of language assistance services: Half of all agency plans in the DOJ’s report mention quality and accuracy of language services. Social Security’s plan also emphasizes the importance of community input by measuring customer satisfaction using surveys and feedback forms. This approach reflects a more inclusive evaluation process that has resulted in positive feedback. For instance, nearly 90% of Spanish-speaking customers rated ssa.gov’s redesigned disability content as helpful.
• Translating vital documents and digital content: One-third of federal agency language access plans include translating important documents. Social Security provides important forms and instructions in more than 15 languages. Notably, Social Security’s plan focuses on languages, including select Indigenous languages, with a population of speakers whose needs are often overlooked.
• Considering the needs of people with disabilities: One-quarter of agency language access plans reference the needs of people with disabilities. Social Security recognizes that people with disabilities may have different communication needs. For example, its plan highlights that more than just American Sign Language (ASL) interpreters are needed to serve people who are deaf or hard-of-hearing but do not use ASL.

Despite Social Security’s progress, funding challenges may affect continued improvements. Underfunding limits the ability of federal agencies to provide high-quality language access services, particularly hiring more multilingual employees and filling key positions. For example, being able to hire a language access coordinator supports structural equity by increasing an agency’s capacity to handle language barriers and build a system to overcome these challenges.

Ultimately, ensuring meaningful access to services for all people, regardless of their preferred language, is not just a question of resources but of a shared governmentwide commitment to equity and inclusion.

Our posting of this blog does not constitute an endorsement or recommendation of any non–Social Security organization, author, or webpages. The views expressed are those of the author and should not be attributed to the Urban Institute, its trustees, or its funders.

 

 

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Tags: equity, Federal Agencies, General Information

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