Attachment 5 DFCS Guide for Providing Meaningful Access to LEP Constituents

1

Identify limited English proficient (LEP) constituents who do not speak English as their primary language and have a limited ability to read, speak, write, or understand English. Once need for assistance has been identified, services for language access must be provided to the LEP constituent.

2

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.

3

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.)

4

Secure the communication assistance resource needed to communicate with the LEP 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 constituents. Under NO condition will DHS require a LEP constituent to provide their own interpreter / translator. When free interpreter services are declined, and constituent provides own interpreter, please utilize the telephonic interpretation vendor to listen in to ensure accurate interpretation. DHS does not allow minor (under the age of 18) children to serve as interpreters.

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.

5

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).

6

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 constituent should be consistent with service delivery to English speaking constituents.

7

Confirm that the DFCS Policy of Non-Discrimination 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.

8

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