100-6          INTERPRETER SERVICES

100-6 A.     LIMITED ENGLISH SPEAKING INDIVIDUALS

If a client is unable to speak, read, or write English, or the client requests interpreter services, the Division must make every effort to arrange for interpreter assistance.  The Division will provide this assistance through:

1. 1.  

      • DPA Division of Public Assistance Contracted Telephone Interpreter Services;
         

      • Bilingual employees of DHSS Department of Health and Social Services; or

      • Friends or family members of the client
        

Note:

Although friends or family members of clients are allowed to interpret for them, staff are highly encouraged to use the telephone interpreter service and bilingual employees of DHSS Department of Health and Social Services as this is a more objective option.  When friends or family members are used as interpreters, the client may not be as forthcoming about their situation.  It is also not recommended that clients use young children to interpret for them.  Children may misunderstand the terminology used during the conversation and substitute terms with words that they are familiar with but may not be correct.  If clients insist on using friends or family members as interpreters, staff have the option of calling the telephone interpreter service or inviting a bilingual employee to participate in the interview.

Clients who can understand English but are unable to read the application and other printed materials must have these read aloud to them.  For clients who do not have an authorized representative, the caseworker may help complete the application or other required forms, making sure the client understands each question that is read.  If the caseworker or an interpreter assists with translation of information, this must be documented in the case record.

1.  CLIENT’S RIGHT TO AN INTERPRETER

Each office will have a notice posted within the lobby or reception area that advises limited English speaking individuals of their right to interpreter assistance.

2.  DPA Division of Public Assistance CONTRACTED TELEPHONE INTERPRETER SERVICE

To provide adequate services to our Limited English Proficient (LEP) clients, DPA Division of Public Assistance secures the use of a telephonic interpreter service.

DPA Division of Public Assistance has contracted with Telelanguage to provide telephonic interpretation service.  This interpreter service is available 24 hours per day to all DPA staff.  Offices are provided with a quick reference guide that includes instructions and codes for accessing this service.  Contact DOST Division Operations Support Team at dpadost@alaska.gov for a copy of the guide.

Telelanguage supports over 250 languages.  For a list of available languages, go to: https://telelanguage.com/resources/languages-we-provide/.

3.  CHARGES FOR INTERPRETER SERVICES

DPA Division of Public Assistance will provide translation services to clients without charge.  

100-6 B.     SPEECH AND HEARING IMPAIRED INDIVIDUALS

If a client is speech and/or hearing impaired, the Division must make every effort to arrange for assistance.  The Division will provide this assistance through:

• Alaska Relay (dial 7-1-1 from anywhere in Alaska)

Note:

7-1-1 is a statewide relay number that connects standard (voice) telephone users with deaf, hard-of-hearing, and/or speech-disabled people who use text telephones (TTYs).  Standard telephone users can dial 7-1-1 to connect with Alaska Relay to connect with a Communication Assistant (CA).  The CA will dial the requested number and relay the conversation between the two callers.

• Utilization of TTY/TDD phone, if one is available in the office;

• Employees of DHSS Department of Health and Social Services who are skilled in ASL (American Sign Language);

• Friends or family members of the client;

• Utilization of ASL services available in the community. Contact DOST Division Operations Support Team at dpadost@alaska.gov for information on paying for the service