Goals of this Training

Transcription

1 Limited English Proficiency Training Mary Jo Beach Melissa Kluczynski 1 Goals of this Training Introduce the Limited English Proficiency (LEP) Policy and Procedure Explain the LEP process 2 1

2 LEP Harford County Statistics 2% of the Harford County population does not speak English very well o U.S. Census The Harford County Health Department serviced over 20,000 clients in FY2012 Based on prevalence estimates, it is assumed that the Health Department would have needed to utilize translation services approximately 400 times (2% of 20,000) Current translation services for FY2012 o Phone translation 95 Times o On-Site Translation Services 19 Times o Document Translation 7 Times 3 LEP Policy Purpose The purpose of the LEP policy: To help HCHD employees effectively communicate with LEP Clients. To help HCHD employees assess the language needs of the population served Requires that both oral and written communication are both translated Helps assure that HCHD is offering all LEP clients equal access to services and are not treated in a discriminatory manner 4 2

3 Policy Summary We are required by State and Federal law to provide equal public service to those who do not speak English as their primary language LEP individuals will be identified at initial contact Free translation services will be offered by HCHD Employees Vital documents will be made available in the client s native language LEP Language Assistance Reports will be completed by the 5 th of each month Staff shall not request a LEP client provide their own interpreter All new staff must be provided training on how to use the translation services Only staff who are certified as bilingual through proficiency testing will be allowed to provide translation services 5 Procedures These procedures can be found on the Quick Reference Guide Identify the need for an interpreter Offer interpretation services Call or schedule the interpreter Conduct the interpretation Fill out necessary forms 6 3

4 Practice Question A client comes into the HCHD who is speaking an unknown language and you are unable to understand them. How do you figure out what language they are speaking? 7 Identifying a LEP Client Upon initial contact with a client you will need to o Greet the client o Identify the client s primary language If it s determined that the client s primary language is not English o You will show the client Point to Cards or I Speak cards o These cards will help you determine the primary language of the client. 8 4

5 Practice Question You have identified that the client speaks Spanish, by providing them the I Speak cards. What do you do next? 9 C.O.L.D C is for Call Language Line. Their phone number is O is for Organization. Upon calling language line, you will be asked to enter your organization s 6 digit code. The Health Department s 6 digit code is L is for Language. You will be prompted to press 1 for Spanish or 2 for all other languages. Press 0 if you are unsure of the language, and a representative will help you. D is for division. Enter your division s 4 digit code, followed by the # sign. 10 5

6 Phone Translation Training Video available online 11 Tips for using Phone Translation Summarize what you wish to accomplish and give any special instructions to the interpreter. Don t assume that the interpreter or limited English speaker knows more about your organization or its procedures than what you tell them. Be sure to keep eye contact with the client rather than looking at the phone. Avoid phrases such as can you tell them Instead speak just as you would to the client personally. Take the lead in the conversation by giving the interpreter specific questions to relay. Group your thoughts or questions to help the conversation flow quickly. Allow the interpreter to interpret the question before continuing with the next question. Expect interpreted comments to run a bit longer than English phrases. Interpreters convey meaning-for-meaning, not word-for-word. Concepts familiar to English speakers often require explanation or elaboration in other languages or cultures. As in any conversation, the limited English speaker may not readily understand the question you are asking, so you can expect the interpreter to ask you for clarification in such instances. Before ending the call, ask if all of the client s questions have been answered. 12 6

7 Other Types of Translation Services On-site Documentation 13 On-site Translation On-site Translation should be used when: o A service is provided at the client s Home Business o A client has an appointment at the Health Department and having an interpreter in person would be more beneficial than using the phone translation service. 14 7

8 On-site Translation Procedure AD Astra requires a hour notice for services AD Astra Phone: Fax: interpreting@ad-astrainc.com Online: Send a purchase requisition to fiscal, the requisition should include: o Include Reference # o Date of Service o Time of Interpretation o Name of HCHD Employee o Clients name o Name of Interpreter Upon completion of service send confirmation of service completed to fiscal 15 Document Translation Any document can be translated through this service. Documents you should have translated include: o Contracts or anything requiring a client signature o Informational brochures o Any other document you feel is necessary to help clients understand the services offered. 16 8

9 Document Translation Procedure Send the document to be translated to o Schreiber Translations, Inc. s translation@schreibernet.com o The should be titled Document Translation Estimate When the estimate is returned have your division director approve the estimate and submit a requisition with a copy of the estimate to fiscal the completed estimate to Schreiber Translations, Inc. who will then complete the translation Forward the final bill to Fiscal Schreiber Translations, Inc. Customer Service Number translation@schreibernet.com 17 Ending LEP Client Contact Documentation of your LEP contact is important. o This helps the Harford County Health Department determine how many LEP client s we have helped. o This helps the state determine how many LEP client s have been assisted statewide. Documentation is completed on the LEP Language Assistance Report. (Slide 22) o o o The LEP Assistance Report will be sent to Mary Jo Beach (LEP Coordinator) monthly by each department. This report will be due no later than the 5 th of each month A reminder will go out on the first of each month to each LEP representative The LEP Assistance Report will be used to calculate the total number of LEP clients served within your department. The LEP assistance report will be filled out for every client that is not a native English Speaker, even if: A bilingual staff member conducts the service The client provides their own interpreter The client declines an interpreter 18 9

10 Family or Friend Interpretations It is not the preference of the Harford County Health Department to allow family or friends to interpret for a client. However, use of friends and/or family members is acceptable only when expressly requested by the applicant or client in an emergency. This should be considered as a last resort because family members may: o o o Not be proficient enough in both languages Lack training in interpretation; and Not be familiar with specialized program terminology If a client requests to use a friend and/or family member the client must fill out the Preference for Services Agreement in their native language. (Example Slide 20) NOTE: This individual must be at least 18 years old 19 Preference for Services Agreement The Harford County Health Department strives to provide equal access to clients with limited English proficiency. Interpreting services are available free of charge to all clients receiving Harford County Health Department services. Please select the box below that applies to your preference for services received today. I choose to have an interpreter provided at no cost to me. I choose NOT to have an interpreter provided. I understand it is my right to have an interpreter provided when accessing services at the Harford County Health Department. If I choose to provide my own interpreter, I understand that the interpreter must be 18 years old or older. Client Signature Date HCHD Representative Signature Date 20 10

11 Preference for Services Agreement This form should be filled out for each HCHD LEP Client at least once and kept in the client s file. Should the LEP Client refuse services this form will need to be filled out for every contact you have with the client. Please remember to sign the form. 21 Limited English Language Assistance Report LIMITED ENGLISH PROFICIDENT (LANGUAGE ASSISTANCE REPORT) Fiscal Year Beginning Department/Administration Fiscal Year Ending Page of Date Contacts/Servic ed by whom National Origin How Many How many (The Person's of LEP Person(s) were frist were repeat Position) Served time clients? clients? #requesting interpreting services #Provided interpreting services Language Requested Interpretation Time Hours/Min #who received same day service # who received next #with 24 hrs day service plus wait # who provided their own interpreter (This Report Pertains to Limited English Proficient Clients (Contacts) Only. See Back for Instructions) Contact Name & Telephone Number: 05/25/

12 LEP Assistance Report The LEP Assistance Report: Is to be filled out for each and every LEP client even if they DO NOT use our translation services Remember to note whether this is an existing client or a new client Remember to turn this form in each month to the LEP Coordinator 23 Client Declines Interpreter What do you do? o Have them fill out the Preference for Services Agreement form This should be filled out every time the client declines interpreter services 24 12

13 When to Document? ALWAYS 25 Reminders Fiscal needs a requisition for on-site and written translation services. o This should be done prior to the service The Limited English Language Assistance Report is important o It must be filled out for every client including those clients who: Decline service Have their own interpreter Are served by a bilingual staff member 26 13

14 Future Plans for LEP Community Advisory Groups Community Approved Brochure Community Outreach 27 Questions? 28 14