Cumberland County, North Carolina, is experiencing a steady rise in linguistic diversity, with approximately 12% of residents speaking a language other than English at home. In fact, the number of foreign-born residents in the county is up eight-fold since 1990.
These trends are having a tangible impact on county services, particularly at the Department of Social Services (DSS), where hundreds of residents require language support each month.
To meet this growing need, the Cumberland County DSS partnered with LanguageLine to implement a powerful new tool: the LanguageLine Rolling Cart, a mobile interpretation system that provides on-demand audio and video access to certified interpreters in hundreds of languages.
The Challenge: Keeping Up with Rapidly Growing Language Needs
In January 2024 alone, 891 individuals visiting Cumberland County DSS required interpretation services. February saw 886 more.
With Medicaid expansion taking effect in late 2023 and a steady increase in foreign-born residents—up eight-fold across North Carolina since 1990—ensuring timely, respectful service for all residents regardless of language became a pressing concern.
The department previously employed just two onsite interpreters. As demand surged, wait times grew, and access to vital services such as SNAP, Medicaid, and childcare assistance became more difficult for non-English-speaking residents.
Cumberland County DSS needed a solution that could scale quickly, empower frontline staff, and preserve the dignity of every person seeking help.
The Solution: Rolling Out Mobile Interpretation with LanguageLine
To address the need, DSS deployed five LanguageLine Rolling Carts throughout its facilities. These carts feature an iPad mounted on an adjustable, wheeled stand with enhanced speaker capabilities. They provide 24/7 access to thousands of LanguageLine CertifiedSM interpreters with connections to live interpreters in under 30 seconds.
LanguageLine offers audio-only interpretation in more than 240 languages, as well as video interpreting in nearly 50 languages, including American Sign Language.
DSS Economic Services Department staff will be the primary users of the devices. The carts will help staff sign up residents who don’t speak English fluently for services like Food and Nutrition Services (also known as food stamps), Medicaid, subsidized childcare assistance and more. Adult and Child Services social workers will also use the carts.
“For many individuals who come through our doors, English is not their first language and being able to communicate clearly and respectfully can make all the difference in a moment of need,” said Brenda Jackson, Director of the Cumberland County Department of Social Services.
The carts are part of a broader contract with LanguageLine that includes both on-demand services and future renewal options. This investment complements the department’s expansion of its onsite interpreter team, which has grown from two to five interpreters since late 2023.
The Result: Reduced Wait Times and More Confident Staff
Since the introduction of the LanguageLine Rolling Carts, Cumberland County DSS has reported shorter wait times and improved interactions with clients across its multilingual population.
“We implemented additional interpreter services to reduce barriers, improve service delivery, and make sure everyone feels heard and understood regardless of what language they speak,” Jackson said. “It has also helped our staff feel more confident and supported when engaging with our diverse community.”
By empowering more staff to independently access interpreter services on demand, the department has enhanced both operational efficiency and client satisfaction.
Why It Worked: Key Factors in Success
● Mobility and Flexibility: Staff can bring interpretation services directly to where they’re needed, without relying solely on in-person interpreters.
● Scalable Access: With over 240 languages supported, the carts provide a reliable, scalable solution to meet the needs of a multilingual population.
● Improved Staff Support: Team members feel more confident navigating multilingual interactions, reducing stress and enhancing care.
● Rapid Deployment: LanguageLine’s technology was seamlessly integrated, enabling immediate use across departments.
What the Client Said
“The LanguageLine carts are more than just tools. They are about dignity, access and inclusion.” — Brenda Jackson, Director, Cumberland County Department of Social Services
Let’s Talk Solutions
Cumberland County DSS’s success demonstrates how thoughtful integration of language access tools can transform service delivery for growing multilingual communities.
If your organization is ready to improve access, reduce wait times, and better serve diverse populations, LanguageLine can help. We invite you to schedule a free consultation today.