100-6          INTERPRETER SERVICES

100-6 A.      LIMITED ENGLISH PROFICIENCY (LEPLimited English Proficiency)

The Division must provide timely and meaningful access for LEPLimited English Proficiency persons who are unable to speak, read, or write in English or for clients who request interpreter services. The Division must make every effort to arrange for interpreter assistance and inform LEPLimited English Proficiency individuals that these services are available free of charge. The Division will provide this assistance through:

• DPADivision of Public Assistance Contracted Telephone Interpreter Services;
• Bilingual employees of DHSSDepartment of Health and Social Services; or
• Friends or family members of the client.

Note:

Staff must offer telephone interpreter services, although a client may decline and opt to use friends, minors, or family members. If a client opts to not use telephone interpreter services, DPADivision of Public Assistance staff must document it in the case note. In these circumstances, when important information is being conveyed, it is the Division's responsibility to provide competent interpreter services at no cost to the person being served. A person with LEPLimited English Proficiency can always decline using an interpreter service provided by the Division.

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. When these situations arise, staff have the option of calling the interpreter services or inviting a bilingual employee to participate in the interview.

Using a minor, friend, or family member as an interpreter should be used only on an emergency basis when there is no available option for an interpreter. If the client insists on using a minor, friend, or family member as an interpreter, it must be clearly documented in the case note.

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. DPADivision of Public Assistance CONTRACTED TELEPHONE INTERPRETER SERVICE

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

DPADivision of Public Assistance has contracted with Telelanguage to provide telephonic interpretation service. This interpreter service is available 24 hours per day to all DPADivision of Public Assistance staff. Offices are provided with a quick reference guide that includes instructions and codes for accessing this service. Contact DOSTDivision 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

DPADivision 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 or dial 1-800-770-8255)

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). Or they can call the following toll-free numbers:

- Hearing User: 1-800-770-8255
- TTY User: 1-800-770-8973 / 1-800-770-3919 (ASCII only)
- Voice Carry-Over (VCO): 1-800-770-6108
- Hearing Carry-Over (HCO): 1-800-770-8973
- Speech-to-Speech (STS): 1-866-355-6198

Standard telephone users can dial 7-1-1 or appropriate toll-free numbers 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 DHSSDepartment of Health and Social Services who are skilled in ASL (American Sign Language);
• Friends of family members of the client;
• Utilization of ASL services available in the community.

Contact DOSTDivision Operations Support Team at dpadost@alaska.gov for information on paying for the service.