Most organizations have a plan in place for language assistance in widely spoken languages like Spanish. But what if someone with limited English proficiency (LEP) requests over-the-phone interpreting (OPI) in a language or dialect you’ve never heard of?
Languages of lesser diffusion (LLDs) can be difficult to cover, and when no interpreter is available, communication breaks down, frustrating everyone and missing the chance to provide essential support. As demographics and language needs continue to shift, these situations are becoming more common.
Yet it’s well known that OPI improves customer service, satisfaction and outcomes for everyone. When it is difficult to access non-majority languages and dialects, the consequences can be serious, especially in critical sectors like healthcare and government. At the same time, businesses of all types lose out on growth opportunities when they are unable to assist customers or potential customers in their preferred languages.
If you want your organization to be prepared, you first need to understand why these languages are challenging to support—and what it takes to plan ahead.
What Are Languages of Lesser Diffusion?
These languages, also called non-majority languages, may be vulnerable or endangered languages such as Aramaic, or those with a small number of native speakers like Basque, or those who simply do not have many speakers yet in the region you work in. Unlike more widely spoken languages such as Spanish or Mandarin, these languages often have fewer trained interpreters available, making them harder to support. Yet your organization may still encounter people who speak these languages—for example, there are more endangered languages spoken in New York City and surrounding areas than anywhere else in the world!
Some government agencies and organizations use language thresholds (usually 5% of a population) to determine which languages to include in their planning. As a result, more widely spoken languages tend to be top of mind, while non-majority languages and dialects are not. But it’s crucial to consider outcomes (even when there are no legal requirements or compliance considerations to think about), and the need for interpretation remains—leaving many organizations unprepared when these requests arise.
Why Demand for LLD Interpretation Is Growing
LLD language requests are becoming more frequent in the U.S., largely due to changing immigration patterns. As new communities establish themselves, the need for interpreters in
historically underrepresented languages grows. For example, increased immigration from Guatemala has led to more requests for Indigenous Mayan languages like Mam and Kaqchikel. Around 300,000 Chinese immigrants speak minority dialects such as Henan. Oregon is home to around 10,000 Micronesian Islanders, who speak a variety of languages and dialects.
Healthcare providers, government agencies, and other organizations who want to meet these language needs to continue providing good service and improving community outcomes need to recognize these shifts and prepare for them before they become urgent.
Also, communities that speak non-majority languages sometimes have specific health needs to consider. For example, Micronesian Islanders may suffer from problems caused by the lingering environmental effects of nuclear testing in the Pacific. If these needs aren’t met, people suffer unnecessarily and outcomes are poorer.
To keep up with these growing needs, organizations need a better way to provide reliable language support—even for the hardest-to-source languages. That’s where we come in.
How We Handle OPI Support for LLDs
It’s not possible to provide reliable over-the-phone interpreting (OPI) for non-majority languages ad hoc—it requires planning ahead. That’s why we take a proactive approach to recruiting, evaluating, and managing interpreters for non-majority languages, so our clients can access the languages they need without delays.
Continuous Recruitment and Evaluation
To start with, we maintain an always-on recruitment and evaluation process, constantly identifying and assessing qualified interpreters for non-majority languages. Instead of waiting for demand to spike, we build relationships with linguists ahead of time, allowing us to provide or expand coverage quickly when needed. This approach is especially important for languages with fewer certified interpreters, needed for some legal, government, or healthcare settings, where finding the right resources can be a challenge.
Anticipating Language Needs with Data Analysis
We don’t stop there. Our vendor and workforce management teams also take a data-driven approach to forecasting demand. By analyzing border patrol data, immigration trends, and demographic changes, we can predict which languages and dialects will see increased requests—even if they aren’t in high demand yet. This insight allows us to proactively recruit interpreters in these languages if our analysis shows it will benefit our customer base.
For example, if immigration data shows an increase in arrivals from Guatemala, we know there will likely be a higher demand for Mam and K’iche’ interpreters. Instead of waiting until providers struggle to find coverage, we begin recruiting and onboarding linguists in these languages ahead of time—so our clients have access when the need arises.
A Dedicated Interpreter Pool
Unlike some providers, we don’t rely solely on third-party networks. We manage our own large pool of interpreters, which means we can train, assess, and retain linguists in key languages as soon as we see a need. Our vendor management team specializes in recruiting interpreters across more than 300 languages, carefully vetting them to meet quality and compliance standards before they begin taking calls.
Get Reliable Access When Others Fall Short
These strategies work. Data shows that we provide OPI services in non-majority languages and dialects more consistently than other (often larger) providers in the language services space who use different resourcing models. Our ability to schedule or offer on-demand interpretation—even for the hardest-to-source languages—gives our clients a critical advantage.
Staying Ahead of Growing Language Needs
The demand for LLD interpretation is always shifting, and organizations that want or need to provide OPI to all their customers or members need a plan to keep up.
A proactive approach makes all the difference in helping our clients stay prepared—no matter the language.
Our OPI services offer 24/7 access to qualified interpreters, rapid connection times (usually 20 seconds or less), and specialized support for healthcare, government, and enterprise needs, all in 300+ languages. Whether it’s a commonly requested language or an up-and-coming non-majority language, we have the resources in place to provide reliable coverage.
Need a better strategy for supporting languages of lesser diffusion? Contact us to learn how our approach ensures reliable interpreter access when it matters most.
