Building Cultural Competency in Client Relations: Serving Denver’s Latino Community

By Stephen Herrera, eDiscovery and client-services professional

Introduction

Denver’s legal market serves one of the most linguistically diverse populations in the Mountain West. Many clients prefer Spanish for conversation, and many rely on mobile messaging for daily life and business. Cultural competency is not a slogan in this environment. It is a practical capability that improves client understanding, reduces risk, and supports better outcomes. This article offers a how-to framework for midsize and large firms practicing in Denver and across Colorado. It highlights ethical touchpoints, language access compliance, and a concise discovery workflow tailored to common Spanish-language and mobile messaging sources. The goal is simple. Help your teams communicate clearly, meet obligations, and work more efficiently for Latino clients in Denver and statewide. [1][2][3][4]

Why this work matters in Denver and across Colorado

Latino communities are central to Denver and to the state. In the city of Denver, roughly three in ten residents identify as Hispanic or Latino. A meaningful share of residents speak a language other than English at home, and a nontrivial portion report speaking English less than “very well.” These clients expect timely updates, clear fee explanations, and defensible treatment of their data. When a firm cannot meet clients where they are linguistically and technologically, matters slow down, miscommunications multiply, and risks rise. [1][2]

Colorado’s Judicial Branch operates a mature Office of Language Access that provides interpreter services in more than 120 languages and sets credentialing standards. When firms align intake, client communications, and discovery practices with that infrastructure, they reduce friction in hearings, control cost, and earn credibility with the bench. The court system’s guidance helps firms select the right interpreter, schedule properly, and record essential details about interpreter use. These steps lower the odds of confusion in the courtroom and increase trust with clients who are navigating a stressful process in a second language. [3][4]

Cultural competency, defined for legal teams

For a firm, cultural competency means a repeatable capacity to communicate effectively across language and culture while safeguarding ethics and procedure. It is not a one-time training. It is a set of habits the team follows on every matter. Four habits make the difference in daily practice.

Habit 1. Ask early and document

At intake, ask clients about preferred language for speaking and for written materials. Ask about literacy level for legal documents. Ask which apps they use to communicate with family and colleagues. Document those preferences and follow them. This small step drives every downstream task from interpreter scheduling to discovery scoping. It also signals respect. When a client sees their preferences recorded and honored, they participate more and miss fewer deadlines. [6]

Habit 2. Design for bilingual communication

Provide Spanish versions of key client-facing materials. Start with engagement terms, status summaries, and a one-page “what to expect” for court events. If you cannot translate everything immediately, translate the small set that is essential for comprehension and consent. Track the documents you translate and keep a dated version log. This prevents confusion when older materials circulate. It also supports consistent messaging across offices and practice groups. [8]

Habit 3. Use qualified interpreters for sensitive tasks

Family members and untrained bilingual staff are not substitutes during critical moments. Use certified or credentialed interpreters for court appearances and formal events. For client conferences, depositions, and mediations, select interpreters with legal experience and memorialize interpreter names and credentials in the file. Prepare a small glossary of case terms and share it a day before the session. After each event, record any follow up items and any concerns about comprehension so the file shows a continuous commitment to clarity. [3][4]

Habit 4. Align discovery to real-world communications

If clients and key witnesses use mobile messaging with Spanish text, voice notes, and photos, your litigation hold, collection, and review plan must reflect that reality from day one. Consistency here protects the record and saves cost later. It also reduces the chance that a key thread, a pinned message, or a kept message in a disappearing chat slips through gaps in your plan. [12][13]

Ethics: competence, communication, and client trust

Colorado’s Rules of Professional Conduct supply the framework. The practical move is to apply those rules to language and technology choices that arise with Spanish-speaking clients. When the matter involves unfamiliar messaging features, or when a client needs an interpreter to follow advice, your plan must address those facts at the start. The following touchpoints guide day-to-day decisions.

Competence includes technology and language planning

Rule 1.1 requires competent representation. The Colorado comments direct lawyers to keep up with changes in law and practice, including the benefits and risks of communications and other relevant technology. Today that plainly includes encrypted messaging, client portals, two-factor authentication, and translation workflows. In bilingual matters, competence also means planning for language access so that clients understand critical information before they consent or decide. Add a language field to your conflicts and intake systems. Tag matters that need interpreters or translations. Train teams to identify when a credentialed interpreter is required, and when a bilingual staffer may assist with scheduling only. [5][6]

Communication obligations in multilingual settings

Clients are entitled to timely, understandable updates. If language is a barrier, ABA Formal Opinion 500 directs lawyers to take reasonable steps to ensure understanding, which can include using qualified interpreters and translated materials. That is central to informed consent and to a client’s ability to participate. It also supports better decision making. A bilingual status card that lists next date, required documents, and decisions pending is often more effective than a long narrative email. When you deliver a complex update, ask the client to confirm in their own words what they understand and what they will do next. Record that confirmation. [6]

Confidentiality and secure communications

When communication is digital, ABA Formal Opinion 477R recommends a fact-based assessment of sensitivity and risk. Stronger measures such as encryption can be warranted. With Spanish-speaking clients who rely on mobile apps, apply a predictable rule. Use text or WhatsApp sparingly for logistics. Move substance to email or a client portal. Confirm receipt in simple language. Keep a short checklist that reminds the team how to send sensitive documents, how to verify identity before sharing files, and how to record client consent. These habits reduce ambiguity and align with technology competence expectations. [7]

Marketing and client education safeguards

Rule 7.1 bars false or misleading communications about legal services. If you translate websites, brochures, or short explainers into Spanish, preserve the meaning of the English original and avoid overpromising. Approve Spanish copy with the same rigor as English. Keep a translation log that notes who translated, who reviewed, and when. When you post Spanish content online, make sure contact information and hours are current. If you use Spanish-language ads, track the intake source so you can see what actually helps clients reach you. [8]

Practical ethics checklist for teams

Capture language and communication preferences at intake and tag the file.
Use credentialed interpreters for court and for formal settings.
Move substantive advice from chat to email or portal and confirm in plain language.
Maintain a translation log for any Spanish materials you provide.
Train staff quarterly on Rule 1.1 technology expectations, ABA 500, and ABA 477R. [5][6][7]

Language access compliance in Colorado courts and across Denver

Colorado’s Office of Language Access operates under Chief Justice Directive 06-03. That directive defines interpreter qualifications, explains access for persons with limited English proficiency, and sets operational rules for interpreter use in court proceedings. When your internal policies mirror that structure, hearing days go smoother. Your team knows how to book, how to brief, how to identify credential levels, and how to record interpreter details in the file. Judges notice when a record shows careful preparation. So do clients. [3][4]

What the state provides, and how to leverage it

Interpreter services. State courts provide qualified interpreters at no cost to court users. Coverage spans more than 120 languages. Use the rosters to understand credential levels and to identify Spanish interpreters with suitable experience. Maintain a preferred list, but be ready to consult the broader roster when calendars tighten. [3]
Credentialing and rosters. Colorado maintains rosters for certified, provisionally approved, and other credentialed interpreters. For Spanish, rosters are updated and posted for firms and litigants to use. Log the interpreter’s name and credential in your file each time. Consistency supports later affidavits about process. [9]
Scheduling alignment. When you set a hearing, consult OLA guidance and coordinate early so the interpreter is reserved and briefed on case vocabulary. For remote events, complete audio checks in advance and confirm a confidential setting on both sides. Build that lead time into your tickler system. [3][4]

Denver city language access landscape

Beyond the courts, the City and County of Denver runs a citywide Language Access Program under Executive Order 150. EO 150 requires city agencies to provide language services so residents with limited English proficiency can access programs and information. While EO 150 governs city agencies, it provides a useful benchmark for law firm communications with clients and community partners. It also shapes expectations about interpretation at city-facing touchpoints such as licensing or hearings before city departments. Align your intake and interpreter practices with this environment and you will meet clients where they are. [10][11]

Firm policy to mirror public standards

Adopt a short, written language access policy that maps to CJD 06-03 and acknowledges expectations in Denver’s EO 150. A two-page policy is enough if it answers five questions.

How do we capture language preferences and literacy at intake.
When do we require a credentialed interpreter.
How do we book, brief, and memorialize interpreters.
Which documents must be available in Spanish, and how do we manage versions.
How do we handle complaints or comprehension issues.
Train assistants and coordinators to drive this process so attorneys are not the only people responsible for logistics. Record policy updates on a dated change log. [4][10][11]

Model workflows for midsize and large firms

Intake and onboarding

Use a bilingual intake addendum that captures preferred language for speaking and writing, digital channels used, and consent for bilingual messaging.
Identify any person the client authorizes for scheduling or document logistics, and record language for that contact.
Provide the engagement letter in English and Spanish, walk through key terms with an interpreter, and memorialize that walkthrough in a file memo.
Tag matters that require interpreter time and translation so staffing and budgets match reality. [8]

Interpreter scheduling

Reserve certified or credentialed interpreters early, confirm logistics, and share a brief vocabulary list before the session.
For remote sessions, run audio checks, request wired headsets where possible, and ensure confidentiality at both ends.
After each event, record interpreter name, credential, and any follow up items. These notes support continuity and possible affidavits. [3][4]

Plain-language status updates

Replace long narrative emails with a bilingual status card: next date, required documents, decisions pending, and who is doing what by when.
Use text or WhatsApp sparingly for logistics, then move substance to email or your client portal. Confirm in Spanish and English that the client received the substantive note. [6][7]

Discovery with Spanish content from mobile messaging

This section is brief and focused. It gives a mapping plan, preservation steps, and collection choices that fit most civil matters. The aim is a workflow that protects evidence and supports authentication without unnecessary cost.

Map the sources in week one

Ask the client and key custodians which apps they used for the matter. Expect WhatsApp, SMS, iMessage, and sometimes Facebook Messenger, Telegram, or Signal. Record device types, whether cloud backups exist, and whether disappearing messages are enabled. WhatsApp allows 24-hour, 7 day, or 90 day disappearing message durations. Participants can also keep specific messages even in disappearing threads. Encrypted cloud backups use a password or a 64-digit key. If the user forgets the password, backup access can be lost. These facts shape your hold and your collection path. [12][13][14][15][16][17]

Preserve first

Your hold should instruct custodians to stop deleting messages, turn off disappearing settings for relevant chats, avoid uninstalling apps, and not change phones until collection. For WhatsApp, direct users to disable disappearing messages for relevant chats and to avoid toggling encrypted backups without consulting counsel. The Sedona Commentary on Ephemeral Messaging supplies a practical framework for organizations that want to minimize data while still meeting litigation obligations. Courts can penalize spoliation when parties fail to preserve relevant communications. [18]

Choose a collection path that fits the dispute

For targeted sets, native exports from WhatsApp produce a text file with an attachments folder. That can be enough when scope is small, and the parties agree on format. For larger or contested matters, a forensic collection is usually better because it preserves message metadata that aids review, translation, and authentication. In either path, write a short chain of custody memo that captures who collected, what tools were used, and how data moved. If data may cross borders, align collection and transfer with The Sedona Conference’s international principles and with any protective orders you anticipate. [13][14][19]

Review, translation, and authentication

Use machine translation only for triage. Route key items and deposition materials to a bilingual reviewer. Maintain a translation log that maps English translations to the original Spanish messages or audio by Bates number. For authentication at trial, Colorado courts apply CRE 901. The standard is a prima facie showing that the item is what you claim it is. Witness testimony tying messages to phone numbers or handles, context in the thread, and corroborating media often suffice. Build authentication notes during review, not on the eve of trial. [20][21][22][24]

Aligning with Colorado and federal discovery rules

When disputes arise over messaging data, anchor your positions in Rule 26 proportionality and Rule 34 production format. The rules support targeted, efficient discovery while limiting undue burden. Meet and confer early on platform disclosure, use of translations, and format of production for messaging. Clarify whether exports will include attachments and whether a forensic export is needed to retain message IDs and timestamps. Record agreements in a short ESI addendum so the production path is clear to both sides. [25][26]

Business development upside, community trust, and internal training

Client centric operations are good practice and good business. When a firm makes it easy for Spanish-speaking clients to understand, to ask questions, and to share evidence, word travels. Referrals increase. Intake staff spend less time recovering from missteps. Matters move with fewer surprises. Three simple actions raise trust and market reach without waiting for a rebrand.

Three actions you can take this quarter

Publish a two-page Spanish intake and “what to expect” packet that your lawyers and staff actually use. Store it in your DMS with version control.
Standardize an interpreter booking checklist with space for credentials, a short glossary, and post event notes. Train legal assistants and coordinators to drive this process.
Add a 20-minute messaging sources module to your Rule 26(f) prep. Identify platforms, decide on a preservation path, and record it in your joint report. These steps build credibility with the court and with clients. [3][4][6][7][25]

Quarterly training cadence

A two hour, quarterly session raises the floor for cultural competency and defensible discovery.

Ethics refresh on Rule 1.1 technology competence, ABA 500 on language barriers, and ABA 477R on secure communications.
Interpreter practicum on briefing, real time etiquette, and confidentiality.
Messaging workflow in practice: preservation settings, native export limits, and forensic alternatives.
Translation quality control: when to escalate to a credentialed translator and how to maintain a translation log. [5][6][7][12][18]

Conclusion

Cultural competency is measurable. In Denver and across Colorado, success looks like a bilingual intake that captures how clients communicate, reliable access to credentialed interpreters, status updates that respect language preference and privacy, and a discovery plan that treats Spanish content and mobile messaging as routine. If you implement these habits and align them with Colorado’s language access framework, you can help clients make informed decisions, reduce avoidable risk, and operate more efficiently. The checklists in the appendix are designed to be copied into your templates. Start small, be consistent, and review outcomes at the end of each quarter. That rhythm builds a durable client experience and a stronger practice!

Appendix: Copy paste tools

A. Bilingual intake addendum

Preferred language for speaking with our team:
Español [ ] English [ ] Other: ______
Preferred language for written documents:
Español [ ] English [ ] Other: ______
Best way to reach you for quick updates:
Call [ ] Text/SMS [ ] WhatsApp [ ] Email [ ]
If you use messaging apps for this matter, list them: __________
Who else we may contact about scheduling or documents, if any:
Name: __________ Relationship: __________ Language: __________
Do you need an interpreter for meetings or calls with our team: Yes [ ] No [ ]
Confirm receipt of our engagement terms in English and Spanish: Yes [ ]

B. Interpreter booking checklist

Event type and date, in person or remote
Interpreter name, credential level, contact details
Brief glossary of case terms sent at least one business day before the event
Audio check and confidentiality confirmation
File note after the session, including any follow up items

C. Messaging preservation notice language

Send in Spanish and English.
Do not delete messages, photos, or voice notes related to your case.
Turn off disappearing messages for chats related to your case. We can help with this.
Do not uninstall or reset messaging apps. Do not change phones without telling us first.
Do not forward private case messages outside our team.
If your app backs up to the cloud with a password, keep that password safe.
Contact us if you are unsure what to keep. We will help. [12][13][14][15][16][17][18]

Endnotes

[1] U.S. Census Bureau, QuickFacts: Denver city, Colorado (accessed Sept. 30, 2025).
[2] U.S. Census Bureau, American Community Survey, 1-Year Estimates, Table S1601: Language Spoken at Home, Denver city, Colorado (2024).
[3] Colorado Judicial Branch, Office of Language Access, Interpreters and Translators, overview page.
[4] Chief Justice Directive 06-03, Language Interpreters and Access to the Courts by Persons with Limited English Proficiency (amended Mar. 2023).
[5] Colorado Rules of Professional Conduct 1.1 and Comment 8, technology competence.
[6] ABA Committee on Ethics and Professional Responsibility, Formal Opinion 500 (Oct. 6, 2021).
[7] ABA Committee on Ethics and Professional Responsibility, Formal Opinion 477R (2017).
[8] Colorado Rules of Professional Conduct 7.1, Communications Concerning a Lawyer’s Services.
[9] Colorado Office of Language Access, Independent Contractor Interpreters Roster, Spanish.
[10] City and County of Denver, Executive Order No. 150, Citywide Language Access Program (Dec. 22, 2022).
[11] City and County of Denver, Language Access Program, program overview.
[12] WhatsApp Help Center, About Disappearing Messages.
[13] WhatsApp Help Center, How to Turn Disappearing Messages On or Off; About Kept Messages.
[14] WhatsApp Help Center, About End-to-End Encrypted Backups.
[15] WhatsApp Help Center, How to Back Up Your Chat History.
[16] WhatsApp Help Center, Cannot Remember Password for Encrypted Backup.
[17] WhatsApp Help Center, Transfer Your Chat History.
[18] The Sedona Conference, Commentary on Ephemeral Messaging (final 2021).
[19] The Sedona Conference, International Principles on Discovery, Disclosure and Data Protection in Civil Litigation (Transitional ed. 2017).
[20] The Sedona Conference, Primer on Social Media, Second Edition (2019).
[21] People v. Heisler, 2017 COA 58 (Colo. App. 2017).
[22] People v. Glover, 2015 COA 16, 363 P.3d 736 (Colo. App. 2015).
[23] People v. Hamilton, 2019 COA 101 (Colo. App. 2019).
[24] Federal Rule of Evidence 901; Colorado Rule of Evidence 901.
[25] Federal Rule of Civil Procedure 26.
[26] Federal Rule of Civil Procedure 34.