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Developed by the Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE) office, it explains ongoing language access programs aligned with Executive Order 13166. The update summarizes agency commitments, describes evaluation and data collection activities through a component language access working group, and sets language access priorities for future implementation.",{"@graph":69,"@context":123},[70,84,106],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/transportation-security-administration-supplementary-update-language-access-plan-to-provide-language-services-to-limited-english-proficient-persons/302875/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/transportation-security-administration-supplementary-update-language-access-plan-to-provide-language-services-to-limited-english-proficient-persons/302875.png","ImageObject",300,407,{"name":92,"@type":93},"Felix Montgomery","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-29","2026-09-19",true,{"@type":102,"interactionType":103,"userInteractionCount":105},"InteractionCounter",{"@type":104},"ViewAction",11,{"@type":107,"mainEntity":108},"FAQPage",[109,115,119],{"name":110,"@type":111,"acceptedAnswer":112},"What is the purpose of TSA’s Language Access Plan update?","Question",{"text":113,"@type":114},"It ensures TSA communicates effectively with limited English proficient (LEP) persons by providing language services in accordance with Executive Order 13166.","Answer",{"name":116,"@type":111,"acceptedAnswer":117},"Who developed this TSA supplementary update?",{"text":118,"@type":114},"The Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE) office developed the update.",{"name":120,"@type":111,"acceptedAnswer":121},"How was data collected to evaluate and update the language access plan?",{"text":122,"@type":114},"CRL/OTE formed a component language access working group and used a language access survey tool (Appendix A) to collect qualitative and quantitative information from offices and programs.","https://schema.org",{"og:url":83,"og:type":125,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":127,"canonical":83},"index,follow",{"doc_id":129,"site_id":62},302875,1789798448,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":92,"user_avatar":134,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":105,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":52,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":130,"read_time":144,"preview_page_count":4},549768064778,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","TRANSPORTATION SECURITY ADMINISTRATION  \nSUPPLEMENTARY UPDATE  \nCovering Fiscal Years 2020-2022  \nLANGUAGE ACCESS PLAN  \nTo Provide Language Services to Limited English Proficient Persons.  \nTable of Contents  \nI. Introduction and Agency Background  \nII. Policy Statement  \nIII. Executive Summary  \nIV. Language Access Plan Evaluation and Update  \na. Component Language Access Working Group  \nb. Current Language Access Activities  \nc. Language Access Priorities for Fiscal Year 2012 and FY 2022  \nAppendix A – TSA Language Access Questionnaire  \nAppendix B – TSA Contact Center Multilingual Interactive Voice Response-2018  \nI. Introduction and Agency Background  \nThe Transportation Security Administration’s (TSA) Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE) office developed this update to TSA’s 2015 Language Access Plan. This plan is published on the Department of Homeland Security’s (DHS) Language Access resources webpage. This update details TSA’s ongoing language access programs and initiatives in accordance with Executive Order 13166, Improving Access to Services for Persons with Limited English Proficiency (EO 13166) . The goal of this update and future plans is to ensure TSA communicates effectively with Limited English Proficient (LEP) persons.  \nTSA, an agency under DHS, was created as part of the Aviation and Transportation Security Actin 2001. TSA’s mission is to protect the nation’s transportation systems to ensure freedom of movement of people and commerce. TSA envisions itself to be an agile security agency, embodied by a professional workforce, that engages its partners and the American people to outmatch a dynamic threat.  \nII. Policy Statement  \nIt is the policy of DHS, and in turn TSA, to provide meaningful access for individuals with limited English proficiency to operations, services, activities, and programs that support each Homeland Security mission area by providing quality language assistance services in a timely manner. TSA recognizes the obligation to comply with EO 13166.  \nIII. Executive Summary  \nTSA is committed to the core values of integrity, respect, and commitment. With more than  \n60,000 employees, TSA delivers public-facing security, custody, and customer service programs and activities worldwide. More than 43,000 TSA Officers screen more than 2 million passengers each day at nearly 440 federalized airports. An average of 145,000 individuals seek the services of over 400 TSA Pre✓® application centers each month. In addition, the TSA Contact Center (TCC) responds to more than one million inquiries from the public each year.  \nThis language access update was conducted pursuant to an August 15, 2018, memorandum from the DHS Officer for Civil Rights and Civil Liberties (DHS Memorandum), directing all Components to update their language access plans to promote compliance with EO 13166. To collect data and develop this update, CRL/OTE developed a working group of representatives from offices with public-facing services, activities or programs, focusing on offices that have the most frequent interactions with the public. We will discuss below the data collection process, policies, and processes currently in place to serve LEP individuals. As for the type of interactions, TSA’s airport screening programs are in-person interactions, however, many of the customer service type of activities (e.g., TSA Contact Center, TSA Pre✓® enrollment activities, claims, [and tsa.gov](and tsa.gov)) tend to occur via telephone, the Internet, or electronic correspondence. We will present TSA’s Language access programs in the following sections.  \nIV. Language Access Plan Evaluation and Update  \na. Component Language Access Working Group  \nAs background, TSA has engaged in multiple restructuring efforts since 2015 and is currently in the process of another one. As a result of this ongoing restructuring effort, CRL/OTE focused on specific offices that have the most frequent interactions with the publi","cbCaitxqAHpzgubK","https://ap.wps.com/l/cbCaitxqAHpzgubK","pdf",1422518,"English","# Introduction and Agency Background\n# Policy Statement\n# Executive Summary\n# Language Access Plan Evaluation and Update\n## Component Language Access Working Group\n## Current Language Access Activities\n## Language Access Priorities for Fiscal Year 2012 and FY 2022\n# Appendix A – TSA Language Access Questionnaire\n# Appendix B – TSA Contact Center Multilingual Interactive Voice Response-2018","[{\"question\":\"What is the purpose of TSA’s Language Access Plan update?\",\"answer\":\"It ensures TSA communicates effectively with limited English proficient (LEP) persons by providing language services in accordance with Executive Order 13166.\"},{\"question\":\"Who developed this TSA supplementary update?\",\"answer\":\"The Civil Rights \\u0026 Liberties, Ombudsman and Traveler Engagement (CRL/OTE) office developed the update.\"},{\"question\":\"How was data collected to evaluate and update the language access plan?\",\"answer\":\"CRL/OTE formed a component language access working group and used a language access survey tool (Appendix A) to collect qualitative and quantitative information from offices and programs.\"}]","TRANSPORTATION SECURITY ADMINISTRATION - SUPPLEMENTARY UPDATE - LANGUAGE ACCESS PLAN - To Provide Language Services to Limited English Proficient Persons | PDF",25]