Attachment 4 DAS and DCSS Guide for Providing Meaningful Access and Effective Communication to LEP/SI Constituents | LEPSI-2001-MANUAL

For DFCS, please refer to Attachment 5 DFCS Guide for Providing Meaningful Access to LEP Constituents.

Identify constituents who do not speak English as their primary language and have a limited ability to read, speak, write or understand English (LEP) or are either deaf, deafened and hard-of-hearing, blind, low vision, or deaf/blind or have speech disabilities (SI). Once need for assistance has been identified, services for language access or effective communication must be provided to the LEP/SI constituent.

If LEP constituent is seeking services, use either bilingual staff, the “I SPEAK” Language Identification Card or telephone interpretation vendor to determine language spoken. Note that telephone interpretation vendor may identify the language spoken and provide interpretation for the LEP customer.

If constituent declines the free interpretation services offered by DHS staff and prefers to use own interpreter, staff must still utilize telephone interpretation vendor to listen in the background to ensure accurate interpretation of conversation taking place.

Communication with a constituent who is deaf or hard of hearing is generally through sign language, video remote interpreting, or video relay service. Sometimes constituents prefer to use a TeleTYpewriter (TTY) or a Telecommunications Device for the Deaf (TDD). Use of TTY/TDD services may be accessed through the Georgia Relay Service, 24 hours a day, 7 days a week by dialing: 711 or 1-800-255-0135 (for hearing callers) or 1-800- 255-0056 (for text telephones).

Communication with a constituent who is blind or has low vision is generally through voice, audio cd’s, large print, screen readers, or Braille. Communication with a constituent who has speech disabilities may include providing a qualified speech-to-speech transliterator (a person trained to recognize unclear speech and repeat it clearly), a communication board, or pencil and paper for those able to write. This list is not exhaustive.

Determine how communication with the constituent will occur by asking what his/her preferred method of communication is (i.e. interpreter, notes, email, or other services).

Secure the communication assistance resource needed to communicate with the LEP/SI constituent. Please inform the constituent of their right to FREE interpreter services and auxiliary aids and services upon every interaction. DHS provides interpreter / translation services and auxiliary aids and services FREE to LEP/SI constituents. Under NO condition will DHS require a LEP/SI constituent to provide their own interpreter / translator. When free interpreter services are declined, and constituent provides own interpreter, please utilize the telephonic or video remote interpretation service to listen in to ensure accurate interpretation.

If there are questions or concerns about the appropriateness of an interpreter providing services for a constituent, DHS shall request the assistance of a DHS provided interpreter.

For contact information regarding interpretation services, please refer to the Attachment 6 Interpretation / Translation Service Vendors of the DHS LEP/SI Manual (MAN 2001).

For Translation requests, please refer to the Attachment 10 Translation Request Procedure of the DHS LEP/SI Manual (MAN 2001).

If a meeting is scheduled for a later date, schedule an appointment with an interpreter and constituent within policy guidelines for non-emergency cases. Service to the LEP/SI constituent should be consistent with service delivery to English speaking constituents.

DOCUMENT! If language/communication assistance services are offered by staff but declined by LEP constituent, please complete the DAS/ DCSS LEP/SI Tracking Form to document declination of services by constituent.

To access the DAS/DCSS LEP/SI Tracking Form: forms.office.com/g/urjBC9sMry.

Confirm that the Notice of Non-Discrimination in Services sign is posted and that copies of the Discrimination Complaint Process and Form are available at the front desk for the constituent and to be provided in the appropriate language, if needed.

If any issues arise, if there are any questions regarding language / communication assistance or if there is a complaint regarding a vendor, please contact your local Language Access Coordinator or your Divisional Language Access Team Member or the DHS LEP/SI Program Manager.