Multilingual Crisis Communication: Preparing for the Unexpected, A Human Take
When disaster strikes, there isn’t time to pull out a phrase book. Wildfires, floods and pandemics hit everyone no matter what language they speak. So how do we make sure lifesaving instructions actually reach everyone?
In the early days of the COVID19 pandemic, a rapid review found that many European countries published health guidance only in English. Migrants and indigenous groups were left in the dark. It wasn’t just inconvenient; without clear information, people missed out on testing, vaccinations and safety measures. Language barriers can literally cost lives.
Why language matters when it counts
Think about your own community. Alongside native speakers, there are grandparents who learned English late in life, newcomers from overseas and neighbors who use sign language. If emergency alerts don’t reflect this diversity, marginalized groups end up shouldering the greatest burden. The U.S. Department of Justice warns that when limited-English-proficient (LEP) residents can’t understand alerts, they might miss evacuation orders or health advice, forcing responders into dangerous rescue missions.
There’s also a legal dimension: Under Title VI of the Civil Rights Act, any organization receiving federal funding is required to provide meaningful access to Limited English Proficient (LEP) individuals. Guidance from the U.S. Department of Justice and HHS makes it clear: failure to do so during emergencies can constitute a civil rights violation, not just a communications gap. For government agencies, healthcare providers, emergency responders, and federally funded organizations, multilingual crisis communication isn’t just good practice, it’s a legal and operational necessity.
First steps: know your audience
Good communication starts long before the sirens. Agencies should get to know who lives in their area:
- Check census and school district data to see which languages and dialects are spoken.
- Identify community hubs: schools, libraries, churches, where LEP residents gather. These places become invaluable when you need to spread the word fast.
- Don’t forget sign languages and people who need extra support, such as those with hearing, vision or cognitive disabilities.
Build partnerships and policies
The International Network in Crisis Translation suggests writing translation and interpreting into emergency policies. That means:
- Assigning someone to be the “language lead” so it doesn’t fall through the cracks.
- Covering all stages: mitigation, preparedness, response and recovery.
- Inviting local multilingual communities to codesign messages. They know which words resonate and which media channels people actually use.
- Planning for more than just written text. Audio messages, sign language videos, pictographs and two-way hotlines help people who read or hear differently.
- Providing training for professional and volunteer translators and interpreters so they’re ready when needed.
Talk simply, in every format
Have you ever read a government bulletin and felt lost after the first sentence? You’re not alone. The World Health Organization points out that if people have to reread a message several times, they probably won’t act on it. Emergency alerts should be short, culturally appropriate, and translated into the languages most commonly spoken. Use plain language, explain jargon and include plenty of white space so people can skim quickly. HHS also recommends delivering information in multiple formats: audio, large print and captions to meet diverse needs.
When technology fails, people help
It’s tempting to rely on phone translation apps, but they don’t always work under pressure. Rural 911 dispatchers in Missouri discovered that consumer apps often misinterpret dialects and can’t keep up with the pace of an emergency call. Worse, miscommunication can lead to the wrong questions or delayed instructions. These dispatchers switched to a professional interpreting service, giving them real-time access to trained interpreters in more than 240 languages.
Organizations should have similar resources on hand:
- Keep qualified interpreters available for LEP callers and people who are deaf or hard of hearing.
- Translate printed materials into braille and the languages spoken locally.
- Identify bilingual staff and volunteers who can help bridge language gaps.
- Provide auxiliary aids like captioning, amplified phones and magnifiers so people with disabilities can access information.
This is why many agencies turn to professional interpreting services that provide immediate access to trained interpreters across hundreds of languages, ensuring accuracy when every second counts.
Practice, practice, practice
Language access isn’t just about having materials; it’s about knowing how to use them. Policies should include training for interpreters on how to work in crisis situations. Responders must also learn to work with interpreters: speak in short sentences, avoid idioms, and talk directly to the person receiving help. Exercises and drills will reveal gaps long before a real disaster strikes. Quality should be monitored; if an interpreter hesitates, repeatedly asks for clarifications or overuses English terms, something might be wrong.
A more resilient future
Multilingual crisis communication builds trust. When everyone understands warnings and instructions, they’re more likely to evacuate, get vaccinated and cooperate. During COVID19, ignoring migrant languages undermined public health efforts. Mismatched languages, formats and channels can leave people feeling excluded and erode social cohesion.
By listening to our communities, planning ahead and embracing multilingual and accessible communication, we can save lives and strengthen resilience. After all, emergencies are stressful enough without adding language confusion into the mix.
Organizations don’t have to navigate language access alone. Preparing now before the next crisis can reduce risk, improve outcomes, and save lives.
Learn how Bromberg & Associates helps organizations build compliant and meaningful language access plans and strategies.
Resources:
1- Inclusive Crisis Communication in a Pandemic Context: A Rapid Review – International Journal of Environmental Research and Public Health
2- Tips and Tools for Reaching Limited English Proficient Communities in Emergency Preparedness, Response, and Recovery – U.S. Department of Justice
3- Language Access and Effective Communication Checklist for Emergency Responders – U.S. Department of Health & Human Services (HHS)
4- International Network in Crisis Translation: Recommendations on Policies – ReliefWeb / European Union
5- Language and Communication in Crisis – Language on the Move