Common use of Communication Standards Clause in Contracts

Communication Standards. The Contractor shall participate in the Division’s efforts to promote the delivery of services in a culturally competent manner to all enrollees including those with limited English proficiency and diverse cultural and ethnic backgrounds. The Contractor shall ensure that documents for its membership, such as the enrollee handbook, are comprehensive yet written to comply with readability requirements. For the purposes of this Contract, no program information document shall be used unless it achieves a Xxxxxx-Xxxxxxx total readability level that does not exceed the sixth (6th) grade level of reading comprehension. The document must set forth the Xxxxxx-Xxxxxxx score and certify compliance with this standard. (These requirements shall not apply to language that is mandated by Federal or State laws, regulations or agencies.) Additionally, the Contractor shall ensure that written membership material is available in alternative formats and in an appropriate manner that takes into consideration the special needs of those who, for example, are visually limited. [42 CFR § 438.10(d)(1)(ii)] The Contractor must make available enrollee handbooks in languages other than English when five percent (5%) of the Contractor’s enrolled population is non-English speaking and speaks a common language. The Contractor must institute a mechanism for all enrollees who do not speak English to communicate effectively with their primary care provider and with Contractor staff and subcontractors. Oral interpretation services must be available to ensure effective communication regarding treatment, medical history, or health education. [42 CFR § 438.10(c)(4)] Trained professionals shall be used when needed where technical, medical, or treatment information is to be discussed with the enrollee, a family enrollee or a friend. In addition, the Contractor must provide TTY/TDD services for the hearing impaired. All enrollment, disenrollment and educational documents and materials made available to Coordinated Care enrollees by the Contractor must be submitted to the Division for its review annually, unless specified elsewhere in this contract.

Communication Standards. The Contractor shall participate in the Division’s efforts to promote the delivery of services in a culturally competent manner to all enrollees including those with limited English proficiency and diverse cultural and ethnic backgrounds. The Contractor shall ensure that documents for its membership, such as the enrollee handbook, are comprehensive yet written to comply with readability requirements. For the purposes of this Contract, no program information document shall be used unless it achieves a Xxxxxx-Xxxxxxx total readability level that does not exceed the sixth (6th) grade level of reading comprehension. The document must set forth the Xxxxxx-Xxxxxxx score and certify compliance with this standard. (These requirements shall not apply to language that is mandated by Federal or State laws, regulations or agencies.) Additionally, the Contractor shall ensure that written membership material is available in alternative formats and in an appropriate manner that takes into consideration the special needs of those who, for example, are visually limited. [42 CFR § 438.10(d)(1)(ii)] ]. The Contractor must make available enrollee handbooks in languages other than English when five percent (5%) of the Contractor’s enrolled population is non-English speaking and speaks a common language. The Contractor must institute a mechanism for all enrollees who do not speak English to communicate effectively with their primary care provider and with Contractor staff and subcontractors. Oral interpretation services must be available to ensure effective communication regarding treatment, medical history, or health education. [42 CFR § 438.10(c)(4)] Trained professionals shall be used when needed where technical, medical, or treatment information is to be discussed with the enrollee, a family enrollee or a friend. In addition, the Contractor must provide TTY/TDD services for the hearing impaired. All enrollment, disenrollment and educational documents and materials made available to Coordinated Care enrollees by the Contractor must be submitted to the Division for its review annually, unless specified elsewhere in this contract.