Language Access Plan

In accordance with California Business, Consumer Services and Housing Agency (BCSH) guidelines, the department provides access to information, programs, and services to individuals with limited English proficiency (LEP).

Introduction

The California BCSH adopted Language Access Plan Guidelines on January 14, 2025. The guidelines require each BCSH department to develop a Language Access Plan. This work is part of ensuring meaningful access to programs and services.

BCSH and its departments will provide access to information, programs, and services to individuals with LEP. The plan will ensure that language is not a barrier to accessing alcohol licensing, enforcement, and other services provided by our agency.

In developing this Language Access Plan, we have reviewed:

Our programs and services for the public
The ways we communicate with members of the public and the people we serve
How we currently provide information and services in languages other than English

Department Programs and Services

The California Department of Alcoholic Beverage Control (ABC) provides the highest level of equitable service and public safety to the people of the state through licensing, education, and enforcement.

The programs and services we provide are as follows:

The Law & Policy office provides essential information on laws, policies, and regulations impacting the alcoholic beverage industry, including legislative updates, disciplinary guidelines, rulemaking, precedential decisions, and industry advisories to ensure compliance with the ABC Act.

The Licensing Division offers resources and services for prospective and current ABC licensees, including tools for license lookup, application, transfer, and change, as well as access to licensing reports, forms, and online services for managing alcohol licenses and permits.

The Enforcement Division protects the public by enforcing the ABC Act through programs like TRACE, Alcohol Policing Partnerships, Trade Enforcement, the Minor Decoy Program, the Shoulder Tap Program, and addressing complaints regarding licensees posing significant public safety challenges.

The Education pillar of ABC’s mission focuses on protecting California communities by providing education to licensees and the public on health, safety, and legal matters related to the alcoholic beverage industry, including programs like LEAD training, Responsible Beverage Service training, merchant education, and providing industry advisories.

Language Access Requirements and Languages Identification

ABC used method 1 to identify the most common languages our department comes into public contact with:

Method 1: The Top 5 Languages identified by the American Community Survey Data of the U.S. Census Bureau (C16001). Departments will ensure alignment with threshold languages determined spoken by individuals surveyed under the Dymally-Alatorre Multilingual Services Act (Dymally-Alatorre Act), when applicable.
Method 2: Languages identified by the Civil Rights Act Title VI Four-Factor Analysis.

Language Services

Direct In-Language Communication/Interpretation

If you visit or call our office and need help in your preferred language, the following procedures are in place for assigning bilingual staff and accessing interpretation services:

Certified Bilingual Staff
- Our staff includes certified bilingual employees who may be able to assist you directly in your language.
- If no bilingual staff is immediately available, we will contact another office within our department to locate someone who can help.
24/7 Interpreter Services through the Language Access Line
- If we are unable to reach a bilingual employee, we will connect you with a professional interpreter through our Language Access Line, which supports over 290 languages, 24 hours a day, 7 days a week.
- There is no cost to you for using this service.
Other Direct Language Line
- Our offices also display multilingual posters provided by the California Human Resources Department that help identify the language you speak.
- These posters include direct phone numbers for 34 languages, allowing you to bypass waiting through a phone tree.
- Once your language is identified, you may be directed to call the number listed for faster access to interpretation in your language.
  - Note: These direct numbers are a secondary resource and do not replace the Language Access Line listed in Option 2. Staff will help guide you on which option is best for your situation.

Testing/Certification of Bilingual Staff

We test our bilingual staff through a state certified process to make sure they can speak, understand, and sometimes read and write in other languages. The following bullets describe our bilingual testing/certification process. Please refer to the CalHR Human Resources Manual, Section 1003 – “Language Proficiency Scoring – Bilingual Position Qualification” for more information beyond what is listed below.

Bilingual Staff Must Pass a Language Test
- If an employee wants to work in a bilingual job, they must pass a special language test.
- This test checks how well they can speak and understand the language. Sometimes it also checks reading and writing skills, if the job needs it.
- The test follows national rules to make sure it’s fair.
What Score Do They Need?
- For certification of state employees to provide service in non-English languages, employees need to score at least a Level 2 on the Federal Interagency Language Roundtable’s (ILR) scale in the areas of listening and speaking.
- This means they can have basic conversations and understand everyday language, based on the American Council on the Teaching of Foreign Languages (ACTFL) scale and/or the Common European Framework of Reference for Languages (CEFR) scale.

Translation

We define vital documents as materials that are necessary for people to understand and use our programs and services. These may include:

Applications for services or licenses
Notices about eligibility, benefits, or participant rights
Education materials about available services and regulations
Emergency alerts
Hearing notices (by request)
Information on how to get free language help

To figure out which documents are most important (or “vital”), we:

Review website click data to see which documents and forms are used the most.
Survey staff to find out which materials are commonly shared or requested by the public.

We have started the process of translating these documents, prioritizing those that have the greatest need, based on public use and importance. Translations will be completed over time, as resources and budget allow. Refer to the section under heading “Document List.” The languages used in translation will be the top 5 Languages identified by the American Community Survey Data of the U.S. Census Bureau (C16001).

Public Meetings

If you need information for a public meeting in another language, you can make a request to ABC Headquarters by email at [email protected] or call (916) 419-2500.

Requests must be made at least 5 business days before the meeting.
We will provide an interpreter free of cost.

Website Content

Essential website content can be translated using the Google translate feature. Content is reviewed regularly and updated when needed.

American Sign Language Videos

We will create American Sign Language (ASL) videos to help individuals who are Deaf or hard-of-hearing understand important services and regulation updates.

Responding to Written Communications

If we receive a letter, email, or message in another language, we will do our best to respond in that same language. We use trained bilingual staff or professional translation services to make sure our responses are accurate and respectful.

Language Access Coordinators

This section includes how ABC’s Language Access Coordinators were identified. This section outlines their role in overseeing the Language Access Plan.

The Equal Employment Opportunity (EEO) Officer and the Equity Officer are the Language Access Coordinators, due to their experience and background in facilitating language access. Below is their contact information:

Angela Shaffer, EEO Officer
Email: [email protected]
Phone: (916) 285-8519

Priscilla LoForte, Equity Officer
Email: [email protected]
Phone: (279) 782-9816

The Language Access Coordinator responsibilities will include:

Act as the point of contact for language access and services related inquiries.
Establish and implement operational procedures to ensure compliance.
Oversee the department’s Language Access Plan.
Maintain a database of certified bilingual and multilingual employees, in coordination with Human Resources as required or needed.
Identify training for staff on how to utilize language assistance services for the individuals they serve.
Regularly assess and improve the language assistance program.
Implement and maintain a Language Access Complaint process.
Coordinate translation and interpretation services, including qualified sign language interpreters, real-time captioning, and written information in alternate formats, such as braille, large print, and audio formats.

Providing Notice to Individuals with LEP

This section includes how ABC will notify the public about available language access services. Below is a list of tools ABC will use to notify the public of these services:

“I Speak” cards and language services availability posters in public office spaces.
Translated notices.
Notices of language services and access at the end of mailed out letters.
Translated taglines on English language forms.
Translated taglines on department program websites.
Department-sponsored outreach events.
Public meeting announcements.
Ensure current CalHR Language Access posters are clearly displayed, visible, and legible to the public.

Identifying and Documenting Language Needs of the Public

Language Survey

The department conducts a biennial Language Survey in accordance with the Dymally-Alatorre Services Act to ensure individuals with limited English proficiency (LEP) have equal access to services. During a designated two-week period, employees in public contact positions track interactions with the public, identifying the languages spoken during person-to-person communication (verbal, written, telephonic, or email). Employees use a Language Identification Guide to categorize non-English-speaking contacts and document all interactions on a tally sheet. This survey helps assess the volume of non-English interactions, determine language needs, and ensure appropriate language services are in place.

Website Click Data Analysis

The department also reviews monthly website analytics to track which publicly available forms and documents are most frequently accessed. This data provides insights into consumer behavior and information needs, allowing the department to prioritize the translation of high-traffic resources and better support individuals seeking services in their preferred language.

Together, these initiatives help the department proactively identify language preferences and improve language access for program participants and the public.

Monitoring, Quality Control, and Updating Language Access Plan

This section describes how ABC will monitor language access services. ABC will update the Language Access Plan at least every two years. ABC will be compliant with BCSH’s Language Access Plan Guidelines. ABC will address processes and procedures to deliver meaningful language access.

Monitor and Quality Control Process

ABC will create a monitoring program to ensure implementation of details. This process will entail:

Contract with bilingual and multilingual contractors.

Review contractors’ performance on a continual basis and address any deficiencies immediately.

Work with staff certified by California Department of Human Resources.

Updating Language Access Plan

Every two years, ABC will generate and update the list of minimum threshold languages. Vital documents and essential web content will be updated accordingly. ABC will review and resubmit their Language Access Plan to BCSH every two years.

Revisions will address:

Any changes in the American Community Survey Data of the U.S. Census Bureau, the Dymally-Alatorre Bilingual Service Act language survey, when applicable and/or Title VI four-factor analysis.
Whether existing policies and procedures are meeting the needs of individuals with LEP.
Whether staff is sufficiently trained.
Whether identified resources for assistance are up-to-date, available, and accessible.
Whether future language contracts need improvement or extra criteria/requirements.

Reevaluations will incorporate, as appropriate:

New programs
New legal requirements
Additional vital documents
Community input on the Language Access Plan

Training Staff

This section includes information on how ABC trains staff to provide language access services to the public.

Public Facing Employees

Language access training will be provided to all current public-facing employees no later than December 19, 2025. Training will occur at least annually thereafter. New staff hired into public contact positions will receive language access training within their first six months of employment.

Staff will be trained on the availability, accessibility, and appropriate use of translation and interpreting department resources. Training topics include:

BCSH language access guidelines
Identifying an individual’s language preference
Processes and procedures for providing language assistance services
How to work effectively with interpreters (in person, telephone, video, as applicable)

Non-Public Facing Employees

This section describes ABC’s plan for training non-public facing employees.

The department’s training program for non-public facing employees will cover:

Familiarization with ABC’s Language Access Plan
Identifying vital documents and requesting vital document translation

Complaint Process for Language Services and Access

The public can make complaints related to language services electronically or physically:

Electronic

Electronic complaints may be submitted using our Customer Service Survey.

Physical

Physical complaints may be submitted using the printable Customer Service Survey (PDF). Mail to:

Alcoholic Beverage Control
Attention: Bilingual Services Complaints
3927 Lennane Drive, Suite 100
Sacramento, CA 95834

Our department takes all language access complaints seriously and is committed to providing a timely and fair response. When a complaint is received, we will acknowledge it within 5 business days, investigate the issue, and provide a written response within 30 calendar days. If more time is needed, we will notify the complainant and provide an updated timeline. All complaints are reviewed to help improve our services and ensure equal access for individuals with limited English proficiency.

Document List

The following is a list of ABC’s vital documents. We are prioritizing documents for translation based on public use and demonstrated need, determined through website usage data and staff feedback. Vital documents include materials essential for accessing our programs and services. More details on the prioritization process can be found under the heading “Translation.” Included are the five threshold languages identified using American Community Survey data from the U.S. Census Bureau (C16001).

Program or Service Name	Form #	Form Name	Spanish	Chinese	Korean	Tagalog	Vietnamese
Licensing	ABC-069	Statement of Citizenship, Alienage, & Immigration Status for State Public Benefits	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-69-A	Alien Verification Acknowledgement	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-74	Customer Service Survey	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-140	Certification Re Chapter 15 Tied-House Restrictions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-207	Instructions to Applicants RE: Section 23985.5 B&P Code	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-207-E	Notice Of Intention to Engage in the Sale of Alcoholic Beverages	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-208-A	Individual Personal Affidavit (must also complete for Officer of a Corporation)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC 208-B	Individual Financial Affidavit (must also complete for Officer of a Corporation)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-211-A	License Transfer Request (“Sign Off”)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-211-A Instructions	Instructions & General Information for License Transfer Request	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-211-Sig	Application Signature Sheet (“Sign On”)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-215	Event Authorization Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-215 Instructions	Event Authorization Application Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-217	Application Questionnaire	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-217 Instructions	Application Questionnaire – Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-218	Catering Authorization Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-218 Instructions	Catering Authorization Application – Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-219	Advice of Correction	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-221	Daily License Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-221 Instructions	Daily License Application – Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-227	Notice of Intended Transfer of Retail Alcoholic Beverage License under Section 24073 & 24074 CA B&P Code	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-227 Instructions	Notice of Intended Transfer of Retail Alcoholic Beverage License under Section 24073 & 24074 CA B&P Code Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-227-A	Notice of Intended Transfer of Retail Alcoholic Beverage License under Section 24071.1 or 24071.2 CA B&P Code	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-227-A Instructions	Notice of Intended Transfer of Retail Alcoholic Beverage License under Section 24071.1 or 24071.2 CA B&P Code Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-231	License Action Request	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-231 Instructions	License Action Request Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-239	Additional License/Permit Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-243	Corporate Questionnaire	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-244	Change in Licensee Information or Licensed Premises	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-244 Instructions	Instructions for Change in Licensee Information or Licensed Premises	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-247	Statement Re: Residences (Rule 61.4)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-251	Statement Re: Consideration Points	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-253	Supplemental Diagram	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-255	Zoning Affidavit	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-256	Limited Partnership Questionnaire	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-256 LLC	Limited Liability Company Questionnaire	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-257	Licensed Premises Diagram	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-258	Planned Operations Retail	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-259	Planned Operations Non-Retail	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-259 Instructions	Instructions for the Non-Retail Planned Operations	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-292 Instructions	Application for Reinstatement	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC- 510	Information Regarding Alcoholic Beverage License Applications & Protests	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC- 510-A	Protest Against Alcoholic Beverage License Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-520	New Applicant Information	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521	Priority License Application	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521 Instructions	Priority License Application – Instructions	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521-ATT-B	Priority License Application – General Partnership	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521-ATT-C	Priority License Application – Limited Partnership (LP)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521-ATT-D	Priority License Application – Corporation or Non-Profit	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521-ATT-E	Priority License Application – Limited Liability Company (LLC)	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC-521-ATT-F	Priority License Application – Trusts	In Progress	In Progress	In Progress	In Progress	In Progress
Licensing	ABC Application Process	Alcoholic Beverage License- Application Process PDF	In Progress	In Progress	In Progress	In Progress	In Progress
Department-wide	2024-CA-ABC-Act	ABC Act	In Progress	In Progress	In Progress	In Progress	In Progress
Law & Policy Unit	TBD	TBD

Definitions

Individual with Limited English Proficiency (LEP): Individuals who do not speak English as their preferred language and/or who have a limited ability to read, write, speak, or understand English. Individuals with LEP may be competent in English for certain types of communication but have limited proficiency in English in other areas. An individual who is deaf, hard of hearing, non-verbal and/or has another disability(ies) and/or serious health condition(s), may also have limited proficiency in spoken or written English.

Oral Interpretation (or Interpretation): The act of listening, understanding, analyzing, and processing a spoken communication in one language (source language) and then orally rendering it into another spoken language (target language) while retaining the same meaning.

Plain Language: Straightforward language that avoids technical terms as much as possible and uses a coherent and easily readable style. (Gov Code §6219)

Proper Certification: For certification of state employees to provide service in non-English languages, CalHR requires language fluency testing. A test result indicating a language skill equivalent to “2” on the Federal Interagency Language Roundtable’s (ILR) scale in the areas of listening and speaking establishes fluency certification.

Sight Interpretation: The practice of an interpreter reading a document written in one language aloud or signed into another language.

Title VI four-factor analysis: An assessment used to identify which languages are spoken by 5% or more of the public served by departments’ programs and determine how departments can best provide language assistance services needed to ensure meaningful access to individuals with LEP. Guiding questions for the Title VI four-factor analysis include:

What is the number or proportion of individuals with LEP who are eligible to be served or likely to be encountered by this program or service and what languages do they speak?
- What data do you currently have on languages spoken by program participants (i.e., what languages are spoken by program participants; how many participants speak each language; and what percentage of program participants speak each language)?
- What do other data sources (e.g., U.S. Census, California Department of Education data, academic research, community input, etc.) tell you about the languages spoken by people who are eligible to be served by your program but that your program may not currently be reaching?
How frequently will individuals with LEP be in contact with this program or service? (For example: daily, weekly, monthly, rarely, etc.).
What is the nature or mission of this program or service? What is the target audience for this program or service? (For example: pregnant and nursing mothers or low-income families). How important is this program or service to people’s lives?
What resources are currently available for the provision of language access services? (For example: bilingual staff, contracted or volunteer interpreters, translation contracts, or a specific budget amount).

Translation: The rendering of a written text from one language (source language) into another language (target language).

Contact

For additional information, contact the Equal Employment Opportunity office.

Angela Shaffer, EEO Officer
3927 Lennane Drive, Suite 100
Sacramento, CA 95834
Email: [email protected]