Common use of ISD Does Not Consistently Clause in Contracts

ISD Does Not Consistently. Provide Notice of Language Assistance Services and Outreach to LEP Individuals The Response Documents indicated that every L&I field office posts a notice with information in multiple languages stating that interpreter services are available free of charge.78 ISD also indicated that LEP claimants are encouraged to point to the language they speak on “point to” signs to receive further language assistance. However, our on-site visit revealed that not all local offices post interpreter service notices or “point to” signs in their common areas. For example, when we visited the Tukwila L&I Field Office, there was no sign or other notice posted in English or in non-English languages that indicated language assistance services were available and would be provided free of cost, or that explained how to obtain or request such services. Translated brochures were found in the lobby areas of the L&I Field Offices we visited but were available in Spanish only. A bilingual staff person from the Translation Assistance Unit of the Office of Information Assistance who answers calls for all of the L&I offices also told us that if an LEP individual calls the L&I number, they will only get a prompt in English or Spanish, but not any other non-English language listed on the top of the ROA form. 77 Xxxxxxx Xxxxxxxx, Communicating More for Less: Using Translation and Interpretation Technology to Serve Limited English Proficient Individuals 12 (January 2011) (“This technology uses a stored memory system to reuse pretranslated phrases in subsequent translations.”) (Communicating More for Less), available at xxxx://xxx xxxxxxxxxxxxxxx.xxx/xxxx/XXX-xxxxxxxxxxxxxxxxxxxxx.xxx. (Last visited June 20, 2014). 78 Response Documents, Question 10. (“The poster used at all L&I field offices is clear that interpreter services are provided with no cost to the worker.”). When we reviewed the materials on the L&I website, we noticed that the main page of the website does not contain non-English language indicators other than in Spanish that would direct LEP users to information available in languages other than Spanish. We did find other State agencies that provided non-English indicators on their main page and translated materials on their websites.79 Because the L&I website does not include non-English text in other languages, it would be difficult for an individual who speaks a non-English language other than Spanish to find information about the ISD workers’ compensation programs and activities, translated forms or documents, or the language assistance services that are available. While the L&I E-Government Manager explained to us how L&I conducted in-depth research on Spanish- speaking website users, we were not provided information about initiatives in place to improve the experience of LEP individuals who do not speak Spanish. For written correspondence, ISD has developed standard letters for its Claims Managers. Many of these letters include a notice of language assistance services. Unfortunately for LEP claimants, that notice, included below, is written in English only. If you need more information:  Get prompt, automated information about your claim in English or Spanish: 0-000-000-0000.  Speak to someone about your claim: 1-800-LISTENS (0-000-000­ 8367).  Read about workers’ compensation benefits and laws: xxx.xxxxxxxxx.xxx.xx.xxx  View your claim, and send information to me electronically: xxx.xxxxxxxxx.xxx.xx.xxx We have phone interpretation services if you don’t speak English. Our investigation also revealed that while L&I engages in outreach activities with the Spanish-speaking community to provide information about L&I programs, including the Workers’ Compensation Program, it has not developed outreach activities for other LEP communities.80 The Spanish outreach efforts included disseminating L&I program information to the Mexican consulate, airing information in Spanish on Spanish radio programs, and providing presentations translated into Spanish for the Commission on Hispanic Affairs.81 During our on-site visit, several L&I employees with whom we spoke, including the L&I Spanish Communication Consultant, explained to us that L&I does not have an outreach program for non-Spanish language communities.

ISD Does Not Consistently. Provide Notice of Language Assistance Services and Outreach to LEP Individuals The Response Documents indicated that every L&I field office posts a notice with information in multiple languages stating that interpreter services are available free of charge.78 ISD also indicated that LEP claimants are encouraged to point to the language they speak on “point to” signs to receive further language assistance. However, our on-site visit revealed that not all local offices post interpreter service notices or “point to” signs in their common areas. For example, when we visited the Tukwila L&I Field Office, there was no sign or other notice posted in English or in non-English languages that indicated language assistance services were available and would be provided free of cost, or that explained how to obtain or request such services. Translated brochures were found in the lobby areas of the L&I Field Offices we visited but were available in Spanish only. A bilingual staff person from the Translation Assistance Unit of the Office of Information Assistance who answers calls for all of the L&I offices also told us that if an LEP individual calls the L&I number, they will only get a prompt in English or Spanish, but not any other non-English language listed on the top of the ROA form. 77 Xxxxxxx Xxxxxxxx, Communicating More for Less: Using Translation and Interpretation Technology to Serve Limited English Proficient Individuals 12 (January 2011) (“This technology uses a stored memory system to reuse pretranslated phrases in subsequent translations.”) (Communicating More for Less), available at xxxx://xxx xxxxxxxxxxxxxxx.xxx/xxxx/XXX-xxxxxxxxxxxxxxxxxxxxx.xxx. (Last visited June 20, 2014). 78 Response Documents, Question 10. (“The poster used at all L&I field offices is clear that interpreter services are provided with no cost to the worker.”). When we reviewed the materials on the L&I website, we noticed that the main page of the website does not contain non-English language indicators other than in Spanish that would direct LEP users to information available in languages other than Spanish. We did find other State agencies that provided non-English indicators on their main page and translated materials on their websites.79 Because the L&I website does not include non-English text in other languages, it would be difficult for an individual who speaks a non-English language other than Spanish to find information about the ISD workers’ compensation programs and activities, translated forms or documents, or the language assistance services that are available. While the L&I E-Government Manager explained to us how L&I conducted in-depth research on Spanish- speaking website users, we were not provided information about initiatives in place to improve the experience of LEP individuals who do not speak Spanish. For written correspondence, ISD has developed standard letters for its Claims Managers. Many of these letters include a notice of language assistance services. Unfortunately for LEP claimants, that notice, included below, is written in English only. If you need more information:  • Get prompt, automated information about your claim in English or Spanish: 0-000-000-0000.  • Speak to someone about your claim: 1-800-LISTENS (0-000-000­ 8367).  • Read about workers’ compensation benefits and laws: xxx.xxxxxxxxx.xxx.xx.xxx  • View your claim, and send information to me electronically: xxx.xxxxxxxxx.xxx.xx.xxx We have phone interpretation services if you don’t speak English. Our investigation also revealed that while L&I engages in outreach activities with the Spanish-speaking community to provide information about L&I programs, including the Workers’ Compensation Program, it has not developed outreach activities for other LEP communities.80 The Spanish outreach efforts included disseminating L&I program information to the Mexican consulate, airing information in Spanish on Spanish radio programs, and providing presentations translated into Spanish for the Commission on Hispanic Affairs.81 During our on-site visit, several L&I employees with whom we spoke, including the L&I Spanish Communication Consultant, explained to us that L&I does not have an outreach program for non-Spanish language communities. 79 See Washington State Employment Security Division, xxxx://xxx.xxx.xx.xxx/index.php and xxxx://xxx.xxx.xx.xxx/languages/uibenefits/world-map.php (Last visited June 20, 2014); Washington State Office of Attorney General, xxxx://xxx.xxx.xx.xxx/ (June 20, 2014); Washington State Department of Revenue, xxxx://xxx.xx.xxx/Content/Home/Default.aspx (June 20, 2014). 80 Response Documents, Question 22, List of L&l's Staff that do outreach in Spanish (Feb. 3, 2011). 81 Response Documents, Question 22.