Common use of Linguistic Services Clause in Contracts

Linguistic Services. A. Contractor shall comply with Title 22 CCR Section 53853(c) and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries and potential members receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential members: 1) Oral Interpreters, signers, or bilingual providers and provider staff at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materials, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action letters and grievance acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessment. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device for the Deaf (TDD) TDDs are electronic devices for text communication via a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌ C. Contractor shall provide translated materials to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English, and that meet a numeric threshold of 3,000. 2) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall comply with Title 22 CCR Section 53853(c) and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries and potential members receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential members: 1) Oral Interpreters, signers, or bilingual providers and provider staff at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materials, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action letters and grievance acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessment. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device for the Deaf (TDD) TDDs are electronic devices for text communication via a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌general C. Contractor shall provide translated materials to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English, and that meet a numeric threshold of 3,000. 2) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall comply with Title 22 CCR Section 53853(c) and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries and potential members receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential members: 1) Oral Interpreters, signers, or bilingual providers and provider staff at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materials, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action letters and grievance acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessment. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device for the Deaf (TDD) TDDs are electronic devices for text communication via a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌general C. Contractor shall provide translated materials to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English, and that meet a numeric threshold of 3,000. 2) A population group of mandatory Medi-Cal beneficiaries residing in the Service Area who indicate their primary language as other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx D. Key points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall comply, and ensure that its Network Providers and Subcontractors comply with Title 22 CCR Section 53853(c) and (d), 28 CCR Section 1300.67.04, W&I Code Section 14029.91 and 45 CFR 92.101, and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries LEP Members and potential members Potential Enrollees receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provisionProvision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall comply with 42 CFR 438.10(d)(3) and (4) and provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential membersPotential Enrollees: 1) Oral Interpreters, signerssign language Providers, or bilingual providers Network Providers Network Provider staff, and provider staff Subcontractors, at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries Members and Potential Enrollees and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materialsMember information, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action NOA letters and grievance Grievance and Appeal acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessmentPNA. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device Auxiliary Aids such as Telephone Typewriters (TTY)/ Telecommunication Devices for the Deaf (TDD) TDDs are electronic devices and American Sign Language, and, in accordance with written informing materials in alternative formats, selected by the Member, as specified in APL 21-004 and APL 22-002. a) In determining what types of Auxiliary Aids and services to provide, Contractor must give primary consideration to a Member’s request for text communication via a telephone line used when one particular Auxiliary Aid or more of service. b) In addition to Members and Potential Enrollees, Contractor must provide Auxiliary Aids and services to the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewritersMember’s family, or teletypes a friend or associate, if required by the ADA. This includes an individual identified as the Member’s authorized representative or as someone with whom it is appropriate for Contractor to communicate, such as a Member’s disabled spouse. c) If a Member selects an electronic format, such as an audio or data CD, for any Member materials as identified in general‌‌‌‌Exhibit A, Attachment 13, Provision 3 of this Contract, then Contractor may provide the materials in an unencrypted format but only with the Member's informed consent. If the Member requests a password-protected electronic format, Contractor must provide the materials as requested with unencrypted instructions on how the Member can access the encrypted information. C. Contractor shall provide translated materials Member information to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English, and that meet a numeric threshold of 3,0003,000 or five percent (5%) of the Eligible Beneficiaries population, whichever is lower. 2) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx D. Key points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers including pharmacistsProviders. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall ensure equal access to health care services for limited English proficient Members through provision of high quality interpreter and linguistic services. B. Contractor shall comply with Title 22 CCR Section 53853(c42 CFR 438.10(c) and (d), and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries Members and potential members Potential Enrollees receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D Subprovision E of this provisionProvision, either through interpreters, telephone language services, or any electronic communication options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. . B. C. Contractor shall comply with 42 CFR 438.10(d)(4) and provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential membersPotential Enrollees: 1) Oral Interpreters, signers, or bilingual providers Providers and provider Provider staff at all key points of contact. These services shall be provided in to all languages spoken by Medi-Cal beneficiaries Members and Potential Enrollees and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materialsMember information, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action NOA letters and grievance Grievance and Appeal acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessmentGNA. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device Auxiliary Aids such as Telephone Typewriters (TTY)/ Telecommunication Devices for the Deaf (TDD) TDDs are electronic devices for text communication via and American Sign Language. 5) Telecommunications Relay Service (711) The 711-telephone number is the Telecommunications Information Relay Service that connects a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known impaired person with a specially trained operator who acts as TTYan intermediary, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌relaying conversations between hearing persons and persons using a TDD/TTY device. C. D. Contractor shall provide translated materials Member information to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English, English and that meet a numeric threshold of 3,0003,000 or five percent (5%) of the Eligible Beneficiaries population, whichever is lower. 2) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English and who meet the concentration standards of 1,000 in a single zip ZIP code or 1,500 in two contiguous zip ZIP codes. X. Xxx points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers Providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall comply with Title 22 CCR Section 53853(c) and (d), and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries LEP Members and potential members Potential Enrollees receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall comply with 42 CFR 438.10(d)(4) and provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential membersPotential Enrollees: 1) Oral Interpreters, signers, or bilingual providers Providers and provider Provider staff at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries Members and Potential Enrollees and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materialsMember information, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action NOA letters and grievance Grievance and Appeal acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessmentGNA. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device Auxiliary Aids such as Telephone Typewriters (TTY)/ Telecommunication Devices for the Deaf (TDD) TDDs are electronic devices for text communication via a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌and American Sign Language.‌ C. Contractor shall provide translated materials Member information to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English, and that meet a numeric threshold of 3,0003,000 or five percent (5%) of the Eligible Beneficiaries population, whichever is lower. 2) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers Providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.

Linguistic Services. A. Contractor shall comply with Title 22 CCR Section 53853(c) and (d), and ensure that all monolingual, non-English-speaking, or limited English proficient (LEP) Medi-Cal beneficiaries LEP Members and potential members Potential Enrollees receive 24-hour oral interpreter services at all key points of contact, as defined in Paragraph D of this provision, either through interpreters, telephone language services, or any electronic options Contractor chooses to utilize. Contractor shall ensure that lack of interpreter services does not impede or delay timely access to care. B. Contractor shall comply with 42 CFR 438.10(d)(4) and provide, at minimum, the following linguistic services at no cost to Medi-Cal Members or potential membersPotential Enrollees: 1) Oral Interpreters, signers, or bilingual providers Providers and provider Provider staff at all key points of contact. These services shall be provided in all languages spoken by Medi-Cal beneficiaries Members and Potential Enrollees and not limited to those that speak the threshold or concentration standards languages. 2) Fully translated written informing materialsMember information, including but not limited to the Member Services Guide, enrollee information, welcome packets, marketing information, and form letters including notice of action NOA letters and grievance Grievance and Appeal acknowledgement and resolution letters. Contractor shall provide translated written informing materials to all monolingual or LEP Members that speak the identified threshold or concentration standard languages. The threshold or concentration languages are identified by DHCS within the Contractor’s Service Area, and by the Contractor in its group needs assessmentGNA. 3) Referrals to culturally and linguistically appropriate community service programs. 4) Telecommunications Device Auxiliary Aids such as Telephone Typewriters (TTY)/ Telecommunication Devices for the Deaf (TDD) TDDs are electronic devices for text communication via a telephone line used when one or more of the parties have hearing or speech difficulties. TDDs are also known as TTY, which are telephone typewriters or teletypewriters, or teletypes in general‌‌‌‌and American Sign Language. C. Contractor shall provide translated materials Member information to the following population groups within its Service Area as determined by DHCS: 1) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English, and that meet a numeric threshold of 3,0003,000 or five percent (5%) of the Eligible Beneficiaries population, whichever is lower. 2) A population group of mandatory Medi-Cal beneficiaries Eligible Beneficiaries residing in the Contractor’s Service Area who indicate their primary language as a language other than English and who meet the concentration standards of 1,000 in a single zip code or 1,500 in two contiguous zip codes. X. Xxx points of contact include: 1) Medical care settings: telephone, advice and urgent care transactions, and outpatient encounters with health care providers Providers including pharmacists. 2) Non-medical care setting: Member services, orientations, and appointment scheduling.