100-6          LIMITED ENGLISH SPEAKING INDIVIDUALS

If an individual is not able to speak, read, or write English, or the individual requests translation services, the Division must make every effort to arrange for translation assistance.  The Division will provide this assistance through:

• DPA Division of Public Assistance Contracted Telephone Interpreter Service

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

• Friends and family of the applicant or recipient.

Individuals who can understand English but are unable to read the application and other printed materials must have these read aloud to them.  For individuals 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.

100-6 A.     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.

100-6 B.     DPA CONTRACTED TELEPHONE INTERPRETER SERVICE

To provide adequate services to our non-English speaking clients DPA Division of Public Assistance secures the use of telephonic interpreter service. Effective September 1, 2009, DPA Division of Public Assistance has contracted with InSync Interpreters to provide telephonic interpretation service. See Addendum 100-C for a partial list of available languages.  This interpreter service is available 24 hours per day.  To use InSync Telephone Interpreter services:

• Dial 1-866-501-2002

• When the operator answers, provide your name and contact number, the name of the facility you are calling from (state that you are calling from State of Alaska, Department of Health and Social Services, Division of Public Assistance), and the language you are requesting.

100-6 C.     CHARGES FOR INTERPRETER SERVICES

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