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Enhancing Interpreter Services: Buncombe County Medical Society WIN Sustainability Project Outcomes

The Buncombe County Medical Society WIN Interpreter Network Sustainability Project (2009-2010) aimed to improve long-term sustainability and reduce dependence on grants by forming strategic partnerships and implementing operational efficiencies. Achievements included a net gain of $7,000 within three months, the creation of structured billing rates, and expanded interpreter services in Henderson County. Future goals involve increasing capacity and collaborations with hospitals and schools, fostering community commitment, and maintaining a business-oriented approach to interpreter services.

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Enhancing Interpreter Services: Buncombe County Medical Society WIN Sustainability Project Outcomes

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  1. Buncombe County Medical SocietyWIN Interpreter NetworkSustainability ProjectMay 2009 - May 2010Althea Gonzalezagonzalez@bcmsonline.org /666-999-1111 https://www.bcmsonline.org/win/ Outcomes as of June 20, 2010 bcbsncfoundation.org

  2. Anticipated vs. Actual Outcomes

  3. Anticipated vs. Actual Outcomes

  4. Capacity Building Project • Improve sustainability, decrease reliance on grants • Partnership with Project Access, giving away 15-30% of appointments • Consult with an expert to improve efficiency, identify potential income streams, implement best practices, realize cost savings • Form collaborations with Latino centers and community clinics in Henderson County to increase customer base, provide much-needed interpretation service to the county with the largest percentage of Latinos in WNC • Conduct a targeted outreach and marketing campaign to expand services to Henderson County bcbsncfoundation.org

  5. Outcomes • Consulted with national expert to assess operations and develop a set of recommendations which were implemented and results achieved. • Cost savings/efficiencies : Monthly billing/invoicing; No mileage interpreters; Tiered pay rate to interpreters • Increased income and reduced expenses • Created BCMS member and non-member rates • Created categories of fees (e.g. after hours) • Expanded translation by subcontracting for rare languages • Established new cost savings structure that created a net gain of $7,000 in 3 months over previous years’ profits. bcbsncfoundation.org

  6. Keys to Success • Project supports long term sustainability. • New Partnerships • Blue Ridge Community Health Services • El Centro • Park Ridge Hospital • Recruiting local Henderson interpreters • Sharing resources with other healthcare providers • Hospitals, County Health Center, County schools • Established a UNCG Pilot Certification for Interpreters bcbsncfoundation.org

  7. Lessons Learned • Run WIN as a “business” instead of “charity” • Previously terrified to lose clients and interpreters (through increased rates and reduced reimbursement) • Changing nonprofit mentality • Little changes can make a big difference • How far $5 can take you… • What is your organization doing differently as a result of this project? • Engaging patients more, improving outreach to potential donors and community partners, developing stronger relationship with clinics in neighboring counties bcbsncfoundation.org

  8. Summary of Future Plans • Next Up • WIN program maintained • Higher level of commitment from the community to provide interpreter services • Expect expanded capacity to serve non ESL patients in the community. • Future Targets • Expand to three additional counties and increase capacity of interpreters • Work with more hospitals and schools • Gain additional contracts • How We’ve Changed • We now start all of our projects with a 4-hour meeting to discuss outcomes and what spells success at the end of a project before we dive in and start the actual work bcbsncfoundation.org

  9. Photos PHOTO 1 PHOTO 2 PHOTO 3 PHOTO 4 bcbsncfoundation.org

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