Section VI Evaluation | LEPSI-2001-MANUAL

The DHS LEP/SI office will request data for services provided from interpretation and translation vendors as well as from Georgia Gateway on a monthly basis or as needed and will compile reports regarding constituents with LEP and/or with SI.

DHS receives data reports regarding LEP constituents from language access vendors whenever language assistance services are utilized.

For DFCS: Data is collected in and reported by Georgia Gateway to ensure language access services for LEP/SI constituents. In Gateway, constituents may indicate their preferred language spoken and request an interpreter if an interview is required. For USDA programs, a civil rights compliance evaluation is conducted through DFCS Quality Assurance reviews in accordance with Food & Nutrition Services (FNS) Instruction 113-1, which include reviews of a minimum number of LEP cases (at least 5 percent) and the deployment of LEP mystery shoppers from a third party LEP mystery shopper vendor. For each local office under review, DFCS will identify LEP cases that were terminated and ensure these cases were provided the appropriate language assistance services. For disability, DFCS conducts reviews in accordance with FNS Instruction 113-1 and other federal requirements.

Service delivery to LEP and SI constituents is evaluated using feedback from subrecipients, select constituents receiving services from DHS, staff securing services for constituents, language services contractors providing services to DHS constituents, and using the LEP Mystery Shopper program. The LEP/SI program uses the feedback to enhance programmatic operations and service delivery.

Constituents with LEP/SI must be given the opportunity to benefit from all available resources, services, and activities to the same extent as constituents with non-LEP/SI. DHS, its local offices and subrecipients are prohibited from discriminating on the basis of race, color, national origin, disability, age, sex, and, in some cases religion or political beliefs. They are also prohibited from retaliating against anyone for engaging in a protected Civil Rights activity.

Any person or representative alleging discrimination based on a prohibited basis has the right to file a complaint within 180 days of the alleged discriminatory action. Only the Secretary of the appropriate federal agency may extend this time under special circumstances. In all instances, the complainant must be informed of their right to file a discrimination complaint directly with the appropriate federal agency.

The complainant also must be advised of confidentiality and Privacy Act requirements. Subrecipients can develop complaint forms (optional), but the use of such forms cannot be a pre-requisite for acceptance. Written, oral and anonymous complaints must be accepted. If the LEP/SI constituent wishes to file a verbal complaint, the constituent can contact the DHS LEP/SI office at (404) 657-5244. Additionally:

The complainant must be advised of their right to file a complaint directly with the appropriate federal agency.

For DFCS (USDA programs): Upon completion of an investigation, the investigator will work with County and/or District or Regional Management to recommend corrective action (if appropriate). If it is determined that the LEP complainant was discriminated against on the basis of one of the protected classes, or that DFCS personnel violated state or federal requirements, the DHS LEP/SI Program Manager will work with State, Regional and County management and DFCS’ SNAP Quality Assurance team (where applicable) to ensure that a corrective action plan is prepared, implemented, and monitored to address the violations. DFCS will abide by applicable USDA and HHS regulations and directives when ensuring the required corrective actions are achieved in a timely manner.