Current through Register Vol. 24-18, September 15, 2024
(1) We provide
interpreter and translation services (limited-English proficient or LEP
services) free of charge to you if you have limited ability to read, write,
and/or speak English. Interpreter services are those used for oral
communication between two parties who do not speak the same language.
Translation services are those used for written communication.
(2) We provide LEP services in your primary
language.
(a) A primary language is the
language you tell us that you wish to use when communicating with us. You may
designate at least one primary language for oral communications and at least
one primary language for written communications, and you may designate a
different primary language for oral and for written communications.
(b) We note your primary languages in a
record available to the agency, its designee, and health benefit exchange
employees.
(3) We can
provide LEP services through bilingual workers and/or contracted interpreters
and translators who are expected to be competent. We consider a bilingual
worker or a contracted interpreter or translator to be competent if he or she
is:
(a) Certified for interpreting and/or
translating in the language by the language testing and certification program
of the department of social and health services;
(b) Certified or otherwise determined to be
competent for interpreting and/or translating in the language by an association
or organization with a regional or national reputation for certifying or
determining the competence of interpreters and/or translators; or
(c) Determined competent for interpreting
and/or translating in the language by us, taking into account his or her:
(i) Demonstrated proficiency in both English
and the other language;
(ii)
Orientation and training that includes the skills and ethics of
interpreting;
(iii) Fundamental
knowledge in both languages of any specialized terms or concepts peculiar to
Washington apple health;
(iv)
Sensitivity to cultural differences; and
(v) Demonstrated ability to convey
information accurately in both languages.
(4) We provide notice of the availability of
LEP services on printed applications and notices, in the Washington
healthplanfinder web site, and during contact with persons who appear to need
LEP services.
(5) LEP services
include:
(a) Spoken language interpreter
(oral) services in person, over the telephone, or through other simultaneous
audio or visual transmission (if available); and
(b) Translation of our forms, letters, and
other text-based materials, whether printed in hard-copy or stored and
presented by computer. These include, but are not limited to:
(i) Our pamphlets, brochures, and other
informational material that describe our services and your health care rights
and responsibilities;
(ii) Our
applications and other forms you need to complete and/or sign; and
(iii) Notices of our actions affecting your
eligibility for health care coverage.
(c) Direct provision of services by our
bilingual employees.
(6)
We provide interpreter services and translated documents in a prompt manner
that allows the timely processing of your eligibility for health care coverage
within time frames defined in WAC
182-503-0060, 182-503-0035, and
182-504-0125.
(7) If you believe that we have discriminated
against you on the basis of race, color, national origin, birthplace, or
another protected status, you may file a complaint with the U.S. Department of
Health and Human Services athttp://www.hhs.gov/ocr/civilrights/complaints
or Regional Manager, Office of Civil Rights, U.S. Department of Health and
Human Services, 2201 Sixth Ave. M/S: RX-11, Seattle, WA 98121-1831 (voice phone
800-368-1019, fax 206-615-2297, TDD 800-537-7697).
