English Language Learning Courses, Translation Services Provide Support, Opportunity to New Americans at University of Vermont Medical Center
The hospital’s Environmental Services team, challenged by the pandemic-related workforce crisis, has turned language barriers into opportunity
Burlington, VT - When Vermont resident Richardo Yaranga came to the United States from Peru nearly two decades ago, he brought with him a college education, fascination with health care and western medicine, and not much else.
Yaranga, now a grandfather whose family is deeply entrenched in Burlington, has spent years working to overcome a language barrier that limited his ability to break into positions where he could leverage his skills and knowledge. He joined the University of Vermont Medical Center’s Environmental Services (EVS) department two years ago and is part of the team responsible for maintaining pre-operative spaces and assembling and disinfecting hospital beds.
While Yaranga’s work at the hospital is similar to jobs he’s held for nearly 20 years now, English Language Learning (ELL) courses and translation services offered by the department have changed how he interacts with colleagues, patients and visitors – and provide other new Americans an opportunity to pursue their own career aspirations.
Opportunities, Support and Growth
EVS offers basic and advanced ELL courses to all team members – not as a requirement, but an opportunity to advance their own careers, said Cristal VeStrand, director of EVS at UVM Medical Center.
“For many folks, it makes them feel a part of the team – and this is just the beginning for them; it’s a foundation for them coming into the department,” she said.
The courses are all taught on-site at UVM Medical Center and offered throughout working hours across multiples shifts – an important detail, said VeStrand, because some employees have more than one job.
For Herve Mupasa and Vinoc Lunzamba, two men from the Republic of Congo who recently joined UVM Medical Center’s EVS team, the courses are an opportunity to jump-start their careers, better understand an unfamiliar culture and pursue long-term professional goals.
“There is a language barrier but also a cultural barrier,” said Mupasa, who speaks French, through an interpreter. “At the beginning, it was difficult. As we go it’s becoming better and we plan to take English classes soon, which will help us keep up with the culture.”
“I like innovations and I was attracted to [the hospital] because I was training to use technology,” said Lunzamba, who also speaks French, through an interpreter. “Another important issue is that there is a strong diversity and it was easier with us to mingle and start a good relationship with other workers.”
Yaranga, whose daughter has for years urged him to improve his English language skills, which include American Sign Language, said the resources make a huge and meaningful impact for new Americans seeking professional success and prosperity amid a variety of challenges that can limit their options.
“I remember during one interview being told that I was really qualified for the job, but not in English,” said Yaranga, who speaks a mix of Spanish and English, through an interpreter. “They recommended I look down in Miami or something, but I fell in love with Vermont and I wanted to stay.”
At UVM Medical Center, where EVS offers mobile translation services to all employees throughout their shifts at the hospital, language resources and services not only help new Americans pursue their own careers. They have become an innovative response to the nation’s ongoing healthcare workforce crisis.
Breaking Down the Language Barrier(s)
With the COVID-19 pandemic ebbing and a nationwide workforce shortage gripping health care organizations throughout the United States, EVS leaders at UVM Medical Center say translation services, delivered via an app on mobile devices known as “rovers,” are the reason the department has been able to successfully navigate the staffing crisis.
“We wouldn’t be where we are today if we weren’t able to connect with non-English speakers,” said Vicki Fletcher, EVS recruiting and outreach coordinator, adding that the department works with community-based organizations to reach potential employees that, prior to the pandemic, weren’t on recruiters’ radar.
Prior to the workforce crisis, said Jennifer Bergeron, EVS business manager, being fluent in English was required for all employees. But that meant many new Americans weren’t eligible to join the department’s team – so Bergeron and Fletcher started incorporating in-person interpreters into their interview process.
The change was so impactful that EVS leaders not only expanded in-person interpretation services for their teams, they instituted handheld translation services that provide support for more than ten languages – from French to Vietnamese. Now, members of UVM Medical Center’s EVS team receive a mobile device with the language application at the start of each shift.
Employees not only use the technology while out on the floor and conversing with colleagues, visitors and patients. The entire department, which includes individuals who speak 31 different languages, uses translation services during gatherings – creating a United Nations-like atmosphere during staff meetings.
“It’s kind of like our own version of Google Translate,” said Bergeron. “At our last meeting, we had twenty-six people using translation services. I think the staff really appreciate it.”