Pocketalk in Sutter County: Award Winning Solutions Breaking Language Barriers in Everyday Government

The role of local government in Sutter County, California, extends far beyond paperwork and polling places. Whether helping someone register to vote, file for a marriage license, or pick up a birth certificate, staff members are often present during some of life’s most important moments. Their implementation of Pocketalk during elections was even honored by the National Clearinghouse Award for Excellence in Election Administration for Innovation and Impact in Election Modernization.

However, with over a third of residents speaking a language other than English, communication in these day-to-day duties around the government can be difficult.  That’s why the Registrar of Voters and the Clerk-Recorder’s Office adopted Pocketalk, a real-time translation device, to make public services more accessible, respectful, and inclusive.

A Community Built on Diversity and Service

Sutter County is a largely rural community centered around agriculture and with a uniquely diverse population. Over 30% of residents are Hispanic or Latino, and as much as 17% speak Punjabi, making it one of the highest Punjabi-speaking populations in the country. For many residents, language accessibility is not just a convenience. It is a necessity.

Donna Johnston, Sutter County’s Registrar of Voters, and her team manage a wide range of responsibilities that touch nearly every corner of civic life. While elections are a big part of their role, their work goes far beyond election day. From managing voter rolls and preparing polling sites to issuing vital records and staying up to date on changing laws, the team is constantly in motion.

“We’re not just here on election day,” Donna explains. “We help people register to vote, assess polling site accessibility, issue Real IDs and more. We handle everything except divorce. We only handle happy events, like buying a house and marriage certificates. Our goal is to make sure anyone who walks through our doors feels welcome.”

The Right Tool at the Right Time

The decision to bring in Pocketalk started with a single interaction. Donna and her team discovered the device during a statewide election meeting. “Immediately, we fell in love with it,” she says. “There was an instant connection with what it could do for us.”

Using federal funds from the Help America Vote Act, Sutter County quickly purchased 35 devices. These funds, typically used for accessibility improvements, gave the county the flexibility to choose a solution that fit its evolving needs and only required a one-time initial investment; after that investment, there is no per-minute or by-the-call charge, meaning the county has been able to continue using Pocketalk while reducing its budget.  Each Pocketalk device was distributed to departments across the county, including polling locations and front-facing government offices.

Live translators remain a vital part of the county’s service model, but they are not always available and may not speak the required language. Pocketalk helps fill those gaps. It is especially useful when translation needs arise unexpectedly or when bilingual staff are occupied with other duties. The device allows teams to support residents without disrupting someone else’s work.

Pocketalk has also helped improve communication in less expected but equally important ways. For example, it has supported interactions with residents who are deaf or hard of hearing by allowing staff to speak and display translated and transcribed text for easier understanding. In one case, a visitor used the device to read and respond during a conversation about obtaining a birth certificate.

One visitor, who came in to register to vote, was so impressed with the device that they started asking how they could take it with them. “They forgot what they came in for,” Donna said. “That’s how powerful it was.”

Meaningful Change, One Conversation at a Time

The impact of Pocketalk in Sutter County goes beyond daily logistics. It has become a tool for building meaningful and personal connections. In one memorable moment, Pocketalk helped officiate a wedding by translating the ceremony into Spanish in real time.

Outside of milestone events, staff use the devices during the off-season to stay familiar with the technology. Multilingual employees test translations, share feedback, and have developed confidence in Pocketalk’s accuracy. Over time, it has become a trusted and natural part of their workflow.

Most importantly, it helps residents feel welcome and understood.

“We want everyone to feel comfortable,” Donna says. “It doesn’t matter why someone comes in. We want them to leave feeling respected and understood. We’re not just providing a service. We’re making sure people feel seen and supported, no matter what language they speak.”