George Herrera Vice President, Donor Services, MTF 2017 AMAT Meeting The Language of Tissue Donation Approaches for Tissue Donation in Different Languages George Herrera Vice President, Donor Services, MTF 2017 AMAT Meeting

Tissues Recovered and Processed by MTF Musculoskeletal Tissues Dermal Tissue Birth Tissues

MTF Locations 2 buildings StatLine – Denver, CO 3 buildings on 2 campuses

Growth Since Inception Over 7.5 Million Grafts Distributed

1987 – 2017: 30 Year Historical Statistics 115,000+ Tissue Donors 7.5+ Million Allografts 6.0+ Million Patients $50M+ Research Grants Provided

International Activities MTF Distributes tissue grafts in 52+ countries Australia Mexico Canada Columbia United Kingdom

MTF Tissue Services Recover deceased donors and birth tissue donors in: Albany, NY (Center for Donation and Transplant) Syracuse, NY Rochester, NY New Jersey (birth tissue)

MTF Tissue Services Donor Coordination Team Statline Virtual communications center secondary screening, telephone authorization and DRAI Nebraska Organ Recovery Services Legacy of Life Hawaii Statline Initial triage Phone switch Donor Information System (DonorTrac Plus)

Language and Multi-Cultural Facets of Approaching for Tissue Donation Multi-cultural issues Staffing Volume (of donor referrals)

There is very little data! This presentation will raise more questions than conclusions.

Staffing a Communications Center Referral volume (peaks and valleys) Type and length of call Hold times Length of shifts (8 hours vs. 12 hours) Qualifications Do they have what it takes? Passion, compassion, empathy, stamina (physical and emotional) Should you strive to recruited and hire multi-lingual staff?

Brief Survey Sent survey to 29 MTF recovery partners 16 of 29 recovery partners responded 104.1 Million population 858,698 deaths referred 199 FTEs to approach families about tissue donation 9 multilingual staff (8 – Spanish and 1 - Hindi) 2 OPOs used other staff either initially or when possible (ORCs, Family Services Coordinator, hospital staff)

Translation Services 10 – Language Line 1 – Language Link (CTS) 1 – LionBridge 1 – TransPerfect 1 – Pacific Interpreters 1 – Quantum Communications

None tracked the authorization rates for tissue donors approached in a different language.

MTF Tissue Services data From January 2017 to July 2018: 361 approaches used Language Line Approaches were made in 21 different languages Spanish – 247 (68%) Japanese* – 20 (5.5%) Korean* – 15 (4.1%) Mandarin* – 12 (3.3%) Somali – 12 (3.3%)

Approach Languages FRENCH MARSHALLESE ARABIC CANTONESE* VIETNAMESE* BURMESE BOSNIAN JAPANESE* PORTUGUESE VISAYAN* RUSSIAN KAREN* TAGALOG* KINYARWANDA ILOCANO* ROHINGYA*

DSA Population Tissue Services NY Nebraska Hawaii Hispanic or Latino 6.0% (19% with NYC) Asian 3.1% (8.9% with NYC) Nebraska Hispanic or Latino 10.7% Asian 2.5% Hawaii Hispanic or Latino 10.4% Asian 37.7%

361 approaches in a non-English language represents 11 361 approaches in a non-English language represents 11.7% of all MTF Tissue Services approaches

247 approaches in Spanish represents 8% of all MTF Tissue Services approaches

85 approaches in an Asian language represents ~3% of all MTF Tissue Services approaches

Important points and questions Language/translation services are critical because you can’t staff for all of the possible languages in your DSA. Language is one factor in multi-culturalism What sort of donation training are language/translation services provided? On translated calls, how well are empathy, non-verbal queues and cultural considerations addressed?

Important points and questions Should staff be certified to translate? How well do we capture language and multi-cultural data points in referral and donor data? What if we could aggregate the data from all of the translation services?

George_Herrera@mtf.org