1. Working with Clients Who Have Limited English Proficiency (LEP)

3. Competencies SW103-05 Ability to identify when individuals may have Limited English Proficiency or be hearing impaired, and to access the services of qualified, appropriate interpreters and translators as necessary to communicate effectively with these individuals. SW103-06 Understands basic principles of interviewing using an interpreter.

4. Topics Which clients are considered those with LEPWhat the policy requirements are with respect to LEP clientsWhat needs to be done to ensure services are provided equitablyHow to find and work with qualified interpreters and translators

5. Persons with LEP… …are limited in their ability to read, write, or speak English, or have a limited ability to speak or read English well enough to understand and communicate effectively. “ ”

6. Washington State Demographics Language Spoken in the Home Other 18.6% English 81.4%

7. Scenario 1: What Should You Do? Family comes from Ukraine Boy always interprets for his mother Father, who is at work, does speak English

8. Scenario 2: What Should You Do? Father’s first language is Arabic He says that he speaks English well You are not sure he understands

9. Scenario 3: What Should You Do? Mother uses American Sign Language (ASL) Father and daughter both speak English Father offers to meet without the mother

10. Scenario 4: What Should You Do? You are meeting with a family with an interpreter Supervisor calls your cell There is an urgent situation

11. Provide verbal and written information to each LEP client in his or her own language… …through certified or qualified interpreters and translators. …at no cost and without significant delay.

12. You are required to obtain interpreter and translator services: Even if the client secures their own interpreter When there is any question about communication, even if the client has not requested an interpreter If the client is hearing-impaired and uses American Sign Language to communicate

13. Policy Requirements CA Intranet DSHS Admin. Policy 7.21 CA Ops. Manual Chapter 4320

14. Abiding by Policy Ask the client in which language he or she prefers to communicate. Arrange interpreter and translation language services for LEP clients as needed. Have important documents translated for the client in written form or by oral interpretation. Ensure DSHS publications needed for the case are provided in the client’s primary language.

15. Documentation Case Notes When you use an interpreter Basic Person Management Page LEP Preferred language Hard Copy Case File LEP Documents provided to client

16. FamLink

17. Working with an Interpreter Click here to watch Working with an Interpreter, a film by the Legal Services of New Jerseyhere

18. Telephone Interpreter Services Availability ? 24/7 Directions & Codes? CA Intranet (click here)here

19. Get an interpreter over the phone to communicate with the mother Ask for the father’s phone number Schedule an appointment where an interpreter will accompany you If needed, ask permission to proceed with the IFF Scenario 1: Advice

20. Scenario 2: Advice Begin using an interpreter Get documents translated

21. Scenario 3: Advice Include the mother in the conversation Get an ASL interpreter when meeting with the family

22. Scenario 4: Advice Apologize to the family Explain that you will return Ask the interpreter to step out

23. Recap Ask what language the client speaks and arrange for an interpreter. Document.Never use a friend or relative as an interpreter.Ask: Oral interpretations or written translations? Know where you can find policies and procedures.

24. Questions? 1 Supervisor 2 CA Intranet LEP page Policy & Practice banner Don’t forget to complete the LEP section of your Field Manual!