POLICY AND PROCEDURES FOR COMMUNICATION WITH PERSONS WITH LIMITED ENGLISH PROFICIENCY
POLICY:
Transco Inc will take reasonable steps to ensure that persons with Limited English Proficiency (LEP) have meaningful access and an equal opportunity to participate in our services. The policy of Transco Inc is to ensure meaningful communication with LEP individuals and their authorized representatives. The policy also provides for communication of information contained in documents, including but not limited to, waivers of rights, financial and insurance forms, etc. All interpreters, translators and other aids needed to comply with this policy shall be provided without cost to the person such assistance free of charge.
Language assistance will be provided through use of competent bilingual staff, staff interpreters, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology and telephonic interpretation services. All staff will be provided notice of this policy and procedure, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including the effective use of an interpreter.
PROCEDURES:
- IDENTIFYING LEP PERSONS AND THEIR LANGUAGE
Transco Inc. will promptly identify the language and communication needs of the LEP person. If necessary, staff will use a language identification card (or “I speak cards,” available online at www.lep.gov) or posters to determine the language
- OBTAINING A QUALIFIED INTEPRETER
Contacting the appropriate bilingual staff member to interpret, in the event that an interpreter is needed, if an employee who speaks the needed language is available and is qualified to interpret;
(c) Obtaining an outside interpreter if a bilingual staff or staff interpreter is not available or does not speak the needed language.
Some LEP persons may prefer or request to use a family member or friend as an interpreter. However, family members or friends of the LEP person will not be used as interpreters unless specifically requested by that individual. If the LEP person chooses to use a family member or friend as an interpreter, issues of competency of interpretation, confidentiality, privacy, and conflict of interest are the responsibility of the LEP person.
- PROVIDING WRITTEN TRANSLATIONS
(a) When translation of vital documents is needed, Transco Inc. will submit documents for translation into frequently-encountered languages to a qualified individual. Original documents being submitted for translation will be in final, approved form with updated and accurate legal and medical information.
(b) Facilities will provide translation of other written materials, if needed, as well as written notice of the availability of translation, free of charge, for LEP individuals.
- MONITORING LANGUAGE NEEDS AND IMPLEMENTATION
On an ongoing basis, Transco Inc. will assess changes in demographics, types of services or other needs that may require reevaluation of this policy and its procedures. Transco Inc. will regularly assess the efficacy of these procedures, including but not limited to mechanisms for securing interpreter services, equipment used for the delivery of language assistance, complaints filed by LEP persons, feedback from patients and community organizations, etc.