About the Author
Quincy Inman serves as Cornerstone’s Development Officer and Director of Marketing and Communications. Cornerstone is a leading behavioral health organization based in Montgomery County, Maryland. In his role, Quincy oversees strategic initiatives spanning fundraising, marketing, and public relations.
His work includes writing grants, coordinating special events, managing government and partner proposals, and guiding the organization’s media presence across digital and print platforms. Under his leadership, Cornerstone Montgomery continues to advance its mission of empowering individuals with mental health and substance use disorders to thrive in their communities.
What We Do at Cornerstone
Cornerstone exists for a clear purpose: to empower people living with mental health and substance use disorders so they can thrive in their communities. We do this through collaboration, treatment, advocacy, and education.
We call ourselves “bearers of hope.” That’s what we strive to pass along to our clients—that there is always hope. Founded more than 50 years ago by community members in Montgomery County, our name may have changed over time, but our mission has remained the same: to help individuals live meaningful lives of their choosing.
Defining Language Access in Behavioral Health
At Cornerstone, we define language access as ensuring that every individual—regardless of age, background, culture, or ability—can fully engage with our services. Communication is at the heart of everything we do, and equity in access means providing clear, consistent information to all clients, in a way they can understand.
Whether a person is deaf or speaks a different language, we work to ensure they are informed, empowered, and connected to care. We offer interpretation and translation services because clear communication isn’t a luxury—it’s a necessity in behavioral health. It enables clients to understand their treatment, advocate for their needs, and take ownership of their recovery.
Understanding the Language Landscape
In our community, Spanish-speaking individuals and those who are deaf or hard of hearing are among the most common populations we serve through language access services. Without that access, individuals are effectively shut out of treatment. They can’t engage in therapy, ask questions, or express how they feel.
I often say that recovery starts with one simple word: “hello.” If we can’t even begin there, how can we move forward?
Patterns in client feedback have pushed us to closely examine how we deliver services—and to identify where we were falling short.
Identifying Gaps Through Feedback
Our journey toward improving language access began by listening—truly listening—to both clients and staff. It became clear that our real-time interpretation services weren’t meeting the demand. And this wasn’t just an operational hiccup; it was a barrier to care.
That feedback fueled our investment in more responsive solutions, including on-demand phone and video interpretation. With these tools, we can now meet clients’ needs in real time—when it matters most.
Partnerships That Make a Difference
A key turning point came when we partnered with organizations like The Language Doctors. Before that, clients faced serious delays or disruptions in accessing interpreters. This partnership helped us level the playing field, ensuring clients receive culturally responsive language support when they need it.
On-demand services like video remote interpretation (VRI) have been game-changers. I remember one client who had previously been disengaged from care due to a language barrier. Once VRI was introduced, their level of comfort and understanding completely shifted—and it led to a major breakthrough in treatment. Without that access, we might not have reached them at all.
Behavioral Health Requires a Unique Approach
Behavioral health isn’t like other healthcare settings. Our clients often live with complex mental health conditions that affect how they perceive and interact with the world around them.
For some, especially those experiencing psychosis or paranoia, technology can trigger fear. I recall one client with schizophrenia who was convinced government agencies were using cameras to surveil them. In these situations, interpretation via screen or phone isn’t just inconvenient—it can feel threatening.
That’s why our approach is individualized. We begin by engaging the clinical team—the people who have already built trust with the client. Together, they work to address the fear itself. Only once that foundation is laid do we explore communication tools, whether that’s an in-person interpreter or another strategy that supports (rather than disrupts) recovery.
Effective care must always be clinical, cultural, and personal.
What Cross-Cultural Communication Means to Us
Cross-cultural communication at Cornerstone isn’t just about translation. It’s about honoring cultural norms, lived experiences, and community values that shape how someone relates to mental health care.
Yes, stigma exists. In many cultures, talking about mental illness remains taboo. We respond not by pushing an agenda, but by creating safe, judgment-free spaces. Through trauma-informed care and harm-reduction strategies, we normalize conversations at a pace that respects the individual.
Building trust is the foundation. Everything else flows from there.
The Role of Staff in Cultural Continuity
Interpretation services are essential—but they’re just one tool. Our staff are responsible for continuity of care, which includes documenting language and cultural nuances, noting non-verbal cues, and ensuring care remains respectful and relevant.
We also take localization seriously. Spanish, for instance, varies significantly across communities. That’s why we work with cultural advisors and community partners to ensure everything—from therapy materials to outreach campaigns—is culturally tailored and linguistically accurate.
Empowering Staff to Bridge Gaps
When bilingual or multilingual staff are available, they are prioritized over interpreters—because fluency in a shared language allows for more seamless and authentic communication. These staff receive specialized training to ensure professionalism and neutrality in sensitive conversations.
However, we also recognize that confidence in speaking a language doesn’t always equal fluency. We work with HR to ensure staff meet clear standards before taking on this role and provide appropriate incentives and support when they do.
This approach speaks to our broader commitment to accessibility. Whether we’re communicating face-to-face, online, or on paper, we strive to meet clients where they are—with clarity and compassion.
Making Materials Accessible
We didn’t wait for metrics to tell us our website needed translation—we just did it. Today, it’s accessible in every major language spoken in our community.
Intake forms, medication guides, therapy resources—they’re all designed for on-demand access. And if a resource doesn’t exist yet, we have internal systems to produce it quickly.
Accessibility, for us, is not static. It evolves with our community, technology, and the best practices of behavioral health care.
Testing New Tools and Models
Every new service or tool—whether tech-based or clinical—is vetted through our executive, compliance, and quality assurance teams. While I don’t oversee that process directly, I know that it’s rigorous, collaborative, and centered on client well-being.
We don’t innovate for innovation’s sake—we do it to better serve our community.
Advice for Other Organizations
If you’re a nonprofit or behavioral health provider looking to improve language access, start by understanding the language and cultural needs of your community. Survey your clients. Track their preferences. Know what matters to them—and how they communicate.
Ensure that your services are compatible with interpretation tools, especially if you offer telehealth. Train your staff not just in language accessibility, but in cultural humility. And build systems that allow your team to respond in real time—not after the fact.
But above all, remember: this work isn’t just about translation. It’s about connection.
At the heart of what we do is building bridges—between languages, cultures, and human experiences. Language access isn’t the end goal. It’s the beginning of trust, equity, and healing.
