At LSA, we prioritize the safety of our data by maintaining a comprehensive information security program aligned with all federal, state, local and client-driven compliance and regulatory requirements. As industry leaders, we ensure your business is supported by a partner you can trust, delivering secure and reliable interpretation and translation solutions tailored to your needs.
Partner with LSA and experience the confidence of working with a compliance-driven company. We audit regularly to ensure compliance with federal and state regulations including HIPAA, CMS-Fraud Waste and Abuse, Conflicts of Interest, Anti-Kickback Statute, False Claims Act, Federal Government GSA requirements, and other general and industry-specific compliance standards.
Partner with LSA and experience the confidence of working with a compliance-driven company. We audit regularly to ensure compliance with federal and state regulations including HIPAA, CMS-Fraud Waste and Abuse, Conflicts of Interest, Anti-Kickback Statute, False Claims Act, Federal Government GSA requirements, and other general and industry-specific compliance standards.
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LSA’s interpreters are carefully vetted, possess sector-specific experience, and are fully trained on the handling and disposal of sensitive information. This includes annual training on PHI and PII, compliance with Federal and State laws, HIPAA, and other regulatory standards. Guidance also extends to the security of physical and electronic devices, confidentiality, and proper handling of sensitive information.
LSA employs a robust and multi-layered approach to network security, ensuring data protection, risk mitigation, and compliance with best practices and standards.
Below is a detailed breakdown of our network security measures across three critical categories:
LSA adheres to a structured software development life cycle (SDLC) that integrates secure practices at every stage to ensure the integrity, confidentiality, and availability of critical systems and data.
Below is a breakdown of the SDLC, focusing on the requested categories:
LSA’s robust risk management framework integrates these categories to ensure that risks are identified, assessed, mitigated, and monitored effectively.
LSA’s Human Resources security measures are designed to safeguard sensitive information and ensure compliance with industry standards and regulations. The key elements of LSA’s HR security include:
LSA affirms its commitment to privacy and regulatory compliance across these frameworks to safeguard client and consumer data effectively.
LSA has great technology that integrates seamlessly with our virtual care platform, but more importantly, they have great people who are committed to their customers’ success and work in partnership with us to provide a service and experiences that delight our users.
Working with LSA has been a dream. Not only are we able to get quality interpreters in rare languages quickly, but LSA is amazing at creating a custom experience for our unique needs. I really love that they have dedicated teams that all work with us and respond quickly.
LSA has provided Early Intervention reliable interpreting support for more than a decade. LSA has made its services easy for staff to schedule, and their interpreters have been professional and sensitive, enabling our practitioners to deliver services and provide coaching support effectively to our limited-English-speaking parents. We have been happy to partner with a local company to make our program accessible to all eligible children in Montgomery County.
The LSA Team is friendly and very knowledgeable. LSA provides excellent customer service and compliant options that allow us to provide equally remarkable experiences for all of our patients. Their services are highly recommended.
The LSA partnership has been phenomenal. Whether it’s managing our day-to-day operations or contracts LSA goes above and beyond to meet our business needs. In addition, LSA stays abreast of changes in our market and is ready to pivot to accommodate those changes. With the LSA partnership we have been able to service over 15,000 language customers annually. The partnership with LSA has been so great that we went from onboarding 1 department to 12 as well as adding additional products.
Language Services Associates has been a reliable partner for many years for our in-person and virtual interpreting needs. LSA provides efficient systems, well-trained and responsive coordinators, and quality interpreters. They help us create an inclusive environment for our patients at every level of care, and in over 25 different languages.
Rayus Radiology has worked with LSA for several years, it has been a great partnership. Their offerings and services have grown and expanded with us as our business has. They have always been right there to assist with solutions and connect us with the latest technology to make the translation experience suit our needs as best as it can.
LSA has been a preferred partner over the years. In our business, it is essential that we communicate with our customers effectively and LSA allows us to do so in any language.
Our program has utilized LSA for the over five years and it has been a tremendous asset to the families and providers we serve. Whether having documents and applications translated, securing a LIVE translator for virtual meetings and/or having an Interpreter on the line for a frantic parent seeking services. We really enjoy access to the LSA Web portal which makes obtaining services a smooth process and keeps us up to date on services used daily, monthly and yearly. LSA has been time efficient and accommodating to the growing needs of our program.
Our medical practice has used LSA for several years, and we have been pleased with their service from day 1. LSA is the best!!! We use them several times a week. We are always able to get a phone interpreter quickly and it is so easy to go online and request an in-person interpreter. Customer service is quick with resolving issues. LSA is professional and the interpreters are very knowledgeable and professional!!!
CompSpec have been partners with Language Services Associates since 2006 for our telephonic and translation needs. LSA is a reliable resource for us for our language service program. We truly appreciate the assistance provided by our dedicated account manager, Ashley Butler. She has provided us with training tools for our staff, robust reporting, industry trends and more. We appreciate the level of communication and attention that is afforded to us. What impressed us the most is the continued high level of customer service Ashley, and her team has provided for us throughout the years. Language Services Associates is a true partner.
I have had the pleasure of working with Molly and her colleagues over the past several years. The jobs have spanned many of my clients/brands and have been on a variety of asset types. We are always confident that the LSA team will deliver accurate translations and quality updated design layouts. My clients have been very pleased with the end results. We always turn to LSA first when we have new translation requests and value their partnership on the jobs.
It has been an absolute pleasure to work with Language Services Associates for the past 10 years.
The team we work with is professional, communicative, honest, and always keeps us informed.
They are responsive and finish projects on time, every time.
Furthermore, their translations are accurate, and our consumers appreciate that we can cater to their needs so specifically.
Language Services has been very easy to work with. LS provides our hospital with many options to help improve communication with our multi-cultural community.
Einstein Health Network and Language Services Associates have been partners for language interpretation since 2008 for telephonic and on-site interpreting. With the large number of languages available, over 230 languages, LSA can provide support to EHN for the very diverse population that walk through our doors. Einstein Health Network continues to be impressed with the level of attention and customer service offered by LSA
Since 2008, LSA has played an integral part of RUSH Interpreter Services. In addition to their exceptional language services, LSA’s client support team has been consistently attentive and accommodating. They are always ready to address any concerns or inquiries promptly.
Our recruiting team for production has been working with LSA for a over a year and have had a great experience with their translation services. When our relationship started with LSA, we met with a team who listened to our needs, what we wanted to do & what was important to us. It was great to work with a team of professionals who patiently explained the process, specific guidelines on what they needed from us to best support our translation needs. We had large projects in the beginning, but the turnaround time was incredible. Even now with our smaller projects, the quality and work continues to be of high caliber, so the consistency of good work continues to be the same. We highly recommend this company.
Excellent Customer Service: LSA is extremely knowledgeable, courteous, and dependable. We have always received prompt and efficient service from their entire team. We could not be happier with their level of commitment and dedication to all projects large and small.
Our company has had a very long-standing relationship with LSA. We started when we were a small physical therapy company with less than 100 clinics, and now have a contract that includes 1200 clinics and growing, after merging into a larger out-patient system that serves 27 states. Our clinics utilize a wide range of services—telephone, on-demand video, scheduled video, and face-to-face interpreter services, and we have had very few issues. Any issue we have encountered has been promptly and thoroughly investigated and addressed by our Account Manager and the Client Experience Team. The Team at LSA will provide “large-company service” with a “small-company feel.
Working with LSA has been a positive experience over the past 5 years of having their services tailored to our particular needs from clinical coverage for face-to-face interpreters, coordinating virtual interpreters for languages of lesser diffusion, and being essential in helping us create a bilingual staff assessment for our clinical team members. They’re network of interpreters have helped us meet some of our local talent for language services in the area that we would have not otherwise met. Our account managers have consistently checked in on us to make sure that our satisfaction was prioritized, and if there were any gaps in our operations that they felt they could develop, they would commit, communicate, and innovate. Service represents the company’s values which is success, communication, and development.
My experience with LSA has been awesome; from the promptness of the LSA team with all types of concerns to the comprehensive usage of the product. LSA offers so much more but the most significant attribute is the professionalism and friendliness of the LSA team. LSA really makes my job as an ADA coordinator easier.
LSA’s IT infrastructure is designed with carrier-class resiliency and redundancy to ensure uninterrupted service delivery. Core features include:
LSA ensures strict separation of environments to safeguard data integrity:
LSA’s infrastructure is built for scalability, providing dynamic adaptation to variable demand levels:
System performance and reliability are continuously monitored and analyzed:
LSA implements robust cloud security measures to protect sensitive data:
LSA has a robust process for managing vulnerabilities and applying patches:
LSA ensures the security of sensitive information by encrypting all electronic data both in transit and at rest.
Data transmitted between Language Services Associates and external entities is encrypted using Microsoft Servers, which employ advanced encryption protocols. AES algorithms are employed to safeguard data and log files during transmission and storage.
LSA has deployed robust security measures to protect against ransomware threats. This includes centrally managed antivirus and malware protection across all computing assets. All systems are equipped with current versions of virus screening software, and users cannot interrupt automatic scanning or software update processes.
Additionally, firewalls with deep packet inspection architecture are implemented to detect and prevent risks such as viruses, worms, trojans, spyware, phishing attacks, and emerging threats.
LSA maintains comprehensive backup and recovery protocols to safeguard data. These processes ensure all critical data is regularly backed up to secure locations and can be recovered promptly in the event of a system failure or data breach.
The IT department oversees the development and implementation of these measures, ensuring minimal disruption to operations.
LSA strictly limits access to information based on the principle of “need-to-know.” Interpreters and employees are granted access only to the specific information required to perform their tasks.
This structured approach to data classification ensures sensitive information is adequately protected and only accessible by authorized personnel.
LSA employs a continuous cycle of design, deployment, testing, and improvement for information security. Systems are monitored globally to detect and prevent unusual or impossible logins through geofencing and multi-factor authentication (MFA).
Audit trails and user activity are captured and analyzed to identify potential risks, with instant alerts generated for specific keyword triggers, network traffic, or document tracking. Compliance audits are performed regularly to ensure all systems remain secure and adhere to best practices.
LSA’s comprehensive data security measures demonstrate its commitment to protecting sensitive information and ensuring operational resilience.
LSA incorporates deep packet inspection through its firewall systems to identify and prevent potential threats such as viruses, worms, trojans, spyware, phishing attacks, and other emerging risks.
These systems continuously monitor network traffic and enforce access control standards to detect unusual activities and unauthorized access attempts.
LSA utilizes an advanced firewall architecture that provides comprehensive security features, including:
LSA employs content-based filtering systems that block access to unauthorized or high-risk websites and services. This ensures protection against malicious content and helps maintain a secure browsing environment for employees and independent contractors.
Web filtering integrates seamlessly with firewalls and proxies to provide an additional layer of security, preventing intentional or accidental exposure to threats.
These measures collectively ensure LSA’s network security is robust, scalable, and adaptable to emerging threats and evolving business needs.
LSA ensures that each user is assigned a unique user ID, which is intended solely for the exclusive use of the specific individual. This ID follows the individual throughout their tenure at the organization and is permanently decommissioned upon their departure. Reuse of user IDs is strictly prohibited.
Password policies mandate the use of strong passwords, including non-alphabetic characters, with periodic updates to maintain security.
Access to system capabilities and sensitive information is determined by job profiles or special requests approved by the IT Department and operational managers. By default, users are granted access only to basic services required for their roles, such as email or word processing, and additional access is provided only when justified by business needs.
Access privileges are revoked immediately when an employee’s job changes or upon termination of employment, ensuring the principle of least privilege and need-to-know is maintained.
LSA utilizes Multi-factor Authentication (MFA) to secure access to resources from outside the local area network.
Conditional access controls include geofencing detection, which rejects logins from high-risk regions and detects unusual or impossible logins. These measures help monitor global access patterns and prevent unauthorized access to LSA systems. This robust security framework applies to employees, independent contractors, and customers accessing the organization’s platforms.
Access control policies undergo periodic review to ensure alignment with business needs and evolving security threats.
Firewall, router, and switch rulesets, along with network topology documentation, are updated regularly.
Additionally, Human Resources policies are reviewed, updated, and communicated annually, ensuring that user access rights remain appropriate and secure.
Access control requests are initiated by the employee’s manager and follow a defined approval process managed by the IT Department.
Privileges are granted based on job requirements or business needs and remain in effect until the employee’s role changes or they leave the organization. This workflow ensures proper oversight and accountability in managing access rights.
LSA’s comprehensive access control framework ensures robust security while adhering to best practices in information management.
LSA ensures that all software developed to process critical or sensitive information begins with a formal written specification document. This document outlines secure development requirements, including security risks, controls, access management systems, and contingency plans.
All requirements are rigorously defined to align with organizational policies and standards while mitigating risks and addressing security vulnerabilities. The specification document also serves as a foundation for security testing and validation prior to production deployment.
LSA maintains a comprehensive secure development policy that governs every aspect of the development process.
This policy is documented, approved by executive management, communicated to all relevant stakeholders, and regularly reviewed to ensure compliance with industry standards and best practices, such as NIST, ISO 27001, and PCI SSC data security standards.
Secure coding practices are employed to mitigate vulnerabilities and address high-risk threats throughout the software lifecycle. Additionally, separation of duties between development, testing, and operational roles ensures accountability and reduces the risk of unauthorized modifications.
All code developed by LSA undergoes rigorous testing and code reviews as part of the SDLC. These reviews include vulnerability assessments, regression testing, and validation of security controls in pre-production environments that closely mirror production setups.
The process ensures that the software adheres to security requirements and functions as intended without introducing new risks. Code reviews are conducted by qualified personnel and are a fundamental component of LSA’s quality assurance and secure development practices.
This structured approach ensures that LSA’s software development activities meet stringent security standards, minimize risks, and maintain operational continuity.
Language Services Associates (LSA) employs a comprehensive risk assessment program that is approved by management and communicated across the organization. The program includes periodic audits to ensure compliance with federal and state regulations, such as HIPAA, the False Claims Act, and other pertinent industry standards.
These assessments evaluate threats, vulnerabilities, potential impacts, and their likelihood, enabling the organization to classify risks based on sensitivity, system criticality, and business impact.
The risk assessment process includes:
LSA has a formalized Vendor Management Program. This program ensures oversight of third-party service providers and includes key components such as:
A SIEM solution is employed to consolidate logs and provide detailed information to support incident investigations. This includes timestamps, IP information, and records of successful and failed login attempts.
Additionally, the SIEM facilitates automated system reviews and correlation of log and behavioral events, ensuring comprehensive monitoring of scoped systems and data.
Logs are centralized to ensure accessibility and integrity. They are protected from tampering and unauthorized access and are retained for a minimum period of one year.
This practice is critical for supporting regulatory compliance, incident investigations, and maintaining the security posture of the organization.
Logs are continually reviewed, often in real-time, by dedicated personnel or teams. This ensures that any anomalies or potential incidents are promptly identified and addressed. Events generated into alerts are reviewed using industry-standard methodologies to uncover potential incidents effectively, supporting proactive cybersecurity measures.
This comprehensive approach to event logging ensures the confidentiality, integrity, and availability of logs, providing the necessary framework for robust incident response and ongoing security monitoring.
LSA employs an industry-standard Mobile Device Management (MDM) solution to monitor and manage company-provided mobile devices. This solution enforces security requirements, including PIN protection, encryption, and remote wipe capabilities.
Devices are registered using company-provided user accounts, and any changes to user accounts are automatically synced at the device level, ensuring seamless management.
Encryption is deployed both in transit and at rest using Microsoft Servers. This approach ensures the confidentiality and security of sensitive information during transmission and storage.
Additionally, end-user devices are safeguarded through endpoint security features that protect confidentiality, integrity, and availability.
LSA utilizes Endpoint Detection and Response (EDR) technology to continually monitor and mitigate cyber threats. The EDR solution includes protection against hacking attempts and malicious code, automated responses to threats in real-time, forensic analysis capabilities, and daily updates to maintain robust security.
Installation of software on company-owned devices is restricted to users with administrator-level access.
Additionally, all unnecessary or unused services are disabled or uninstalled to reduce security risks. Non-standard devices and applications are blocked unless pre-approved through a security process.
LSA maintains a comprehensive Business Continuity Plan and Disaster Recovery (BCP–DR) designed to ensure uninterrupted operations, particularly for telephone and video remote interpretation services, amidst potential catastrophes such as disease outbreaks, strikes, fires, natural disasters, IT failures, and power outages.
The plan identifies critical personnel, systems, infrastructure, and triggers for deploying alternate business processes, ensuring operational integrity and data accuracy. It also specifies the steps required to restore business processes and includes annual testing to verify its effectiveness, with revisions made based on test results.
During the COVID-19 pandemic, the plan’s effectiveness was demonstrated when LSA transitioned to a fully remote working environment, ensuring zero service interruptions and mitigating client-affecting disruptions.
LSA conducts annual testing of its BCP–DR to validate its effectiveness and identify areas for improvement. These exercises include realistic scenarios addressing resource unavailability and IT operational impacts, ensuring recovery of critical processes and continuity. Key stakeholders, including executives and senior management, are trained annually on the BCP–DR, and any changes are communicated during live meetings.
The exercises also incorporate cyber resilience testing and internal validation, with results shared with customers.
LSA’s infrastructure is designed with multiple layers of redundancy to guarantee service reliability.
The telephone and video remote interpretation platforms utilize georedundant production systems and geo-diverse failover data centers, ensuring over 99.98% uptime of all systems. In the event of infrastructure failure, automatic processes redistribute workloads, supported by manual intervention if needed. Locally redundant storage, failover clusters, availability zones, and load balancing configurations further enhance fault tolerance.
Additionally, LSA’s headquarters is equipped with an automatic generator and maintains an inventory of critical hardware to support extended operations during power outages or hardware failures.
This strategic combination of proactive monitoring, tested recovery processes, and robust infrastructure ensures that LSA remains insulated from disruptions, maintaining seamless service delivery for clients even in the face of unforeseen events.
LSA maintains a comprehensive Incident Response Plan designed to address information security incidents promptly and effectively. The plan includes several key components:
The plan also incorporates a 24/7/365 cybersecurity incident/event response team for communication and ensures that all scoped systems and data are actively monitored using industry-standard methodologies.
LSA has established procedures for the reporting of security events, ensuring transparency and accountability in incident management:
LSA’s approach ensures that all incidents are logged, tracked, and communicated effectively, fostering continuous improvement and risk mitigation.
This structured process reflects LSA’s commitment to protecting systems, data, and information while maintaining operational integrity.
LSA’s IT security policies are aligned with widely recognized frameworks, including the National Institute of Standards and Technology Cybersecurity Framework (NIST CSF), ISO 27001, and SSC PCI data security standards.
These frameworks provide a solid baseline for developing and maintaining the organization’s information security program. LSA routinely assesses its security policies to ensure alignment with these standards, addressing evolving business needs and emerging threats.
All IT policies and procedures undergo a comprehensive annual review to ensure their continued relevance and effectiveness in addressing security risks.
This review includes updating firewall rules, network topology documentation, and incident response protocols, as well as assessing the organization’s compliance with industry standards.
Management plays an integral role in overseeing and approving IT policies. Department managers draft necessary policies, which are subsequently reviewed and approved by the Director of each division. This ensures that policies are both operationally effective and strategically aligned with the organization’s goals.
To ensure adherence to IT policies, LSA requires all employees and independent contractors to acknowledge these policies. This acknowledgment occurs during onboarding and as part of annual compliance training programs. The policies are distributed within 90 days of hiring and annually thereafter to reinforce understanding and compliance.
LSA’s IT policies are designed to safeguard sensitive information while maintaining compliance with industry standards and organizational requirements.
LSA ensures proper segregation of duties by implementing clear and structured protocols that govern access and responsibilities across all levels of the organization. Specific roles and responsibilities are defined to prevent unauthorized access or conflicting duties that might compromise security.
These policies are communicated to all employees and independent contractors to ensure accountability and compliance.
Additionally, network-related security policies, such as access control standards for firewalls, are strictly enforced to maintain segregation of duties.
LSA has a dedicated IT and Security Team responsible for overseeing all aspects of information security. This team manages the company’s systems, data security procedures, risk analysis, breach protocols, and incident response.
The team continuously monitors security systems, completes compliance audits, implements physical security controls, enforces firewalls, malware protections, and ensures the organization’s adherence to established security policies.
This team plays a critical role in maintaining the integrity of sensitive information and mitigating risks.
LSA collaborates with external security firms to enhance its security program. These partnerships provide access to expert resources for tasks such as developing and maintaining Employee Security Awareness Training Programs.
This ensures alignment with industry best practices and customer requirements.
Third-party resources also assist in conducting regular social engineering tests and providing ongoing security training for employees. These measures validate compliance and mitigate risks effectively.
LSA’s security program operates under the direct oversight of senior management. A formalized governance framework ensures that administrative oversight is maintained, with senior stakeholders involved in defining and monitoring risk management policies, compliance programs, and performance metrics.
This oversight includes reviewing policies and procedures, conducting audits, and implementing measures to address emerging threats. Management’s involvement ensures accountability and the continuous improvement of the security program.
LSA incorporates initial and annual compliance training programs that include materials on the proper handling and disposal of sensitive information.
Independently contracted interpreters sign agreements referencing the use and disclosure of sensitive information. These training programs reinforce best practices and ethical standards.
LSA has a comprehensive privacy program designed to protect client information. This program includes documented policies and procedures that define limits on the collection and use of personal information.
The principle of “least privilege” is followed, restricting access to systems and data to authorized users only based on their job roles. Privacy policies are reviewed and updated annually under management oversight.
Additionally, privacy information is publicly posted on LSA’s website at the point of data collection.
LSA ensures compliance with HIPAA by executing Business Associate Agreements (BAAs) with vendors and subcontractors.
These agreements specify obligations for maintaining technical, administrative, and physical data safeguards for protecting personal information.
LSA agrees to be responsible for any breach of PHI (Protected Health Information) by individuals providing services on behalf of the company and requires service providers to sign confidentiality agreements.
LSA operates under GDPR guidelines to ensure the protection of personal data. Data processing environments are documented and maintained confidentially, with data inventory and flow documentation reviewed periodically.
LSA’s privacy program includes dedicated resources, compliance oversight, and processes to address privacy inquiries and disputes.
Additionally, data handled by LSA remains within U.S. borders to comply with GDPR requirements.
LSA has established the LSA Cares program to support philanthropic and charitable activities.
This initiative champions established non-profit organizations and empowers our employees to actively engage with causes they care about.
Through this program, we foster meaningful connections with communities while encouraging civic responsibility and social impact.
As a full-service language solutions partner, LSA enhances access to essential services for Limited English Proficient (LEP) populations, fostering inclusivity and dignity across diverse communities.
This aligns with our shared goal of addressing disparities and promoting equitable outcomes for all individuals.
