What To Assess
The following information provides a comprehensive list of categories and samples of questions that define the critical information collected in a comprehensive assessment of the plan’s capabilities.
This information will point to internal strengths and weaknesses associated with the agency’s infrastructure that supports the provision of cultural and linguistically appropriate services.
Organizational Infrastructure
1. Organizational Mission Statement
Does the mission statement of the plan demonstrate a commitment to serving members from diverse cultures who may speak languages other than English?
2. Policies and Procedures
Do policies and procedures address the provision of Cultural and Linguistic Responsive services? Do the policies and procedures meet the expectations set by the Policy Guidance: Title VI Prohibition Against National Origin Discrimination as It Affects Persons with Limited English Proficiency?
Do policies and procedures address recruitment and hiring of employees who are fluent in the languages spoken in their area?
Do policies and procedures address developing a provider network fluent in the languages spoken in their area?
Do policies and procedures address how to make a complaint, appeals, and grievance procedures accessible to people in different languages?
3. Assignment of Accountability
Is accountability assigned to ensure that the Cultural and Linguistic Responsive needs of consumers are met?
4. Budget Allocation
Are funds allocated for interpreter services; interpreter, staff and provider training; recruitment/retention of bilingual staff and providers; and efforts to continuously improve the availability of Cultural and Linguistic Responsive services?
5. Database and Information Systems
Does the information system enable the collection of language data on consumers and the provider network?
Are these data accessible to those who provide services?
6. Continuous Quality Improvement Systems
Are a system and qualified staff in place to continuously improve services to members from diverse cultures who may speak languages other than English?
Is a system in place to monitor the quality of these services?
7. Provider Network Relationship
Do contracts with the provider network include expectations regarding interpreter services and participation in training programs?
Is the agency developing other approaches aside from contracting communication requirements to foster provider sensitivity and adaptation of services to the needs of members from diverse cultures who may speak languages other than English?
Do contracts with the provider network include expectations regarding the provision of services in other languages?
Is a system in place to monitor the quality of these services?
8. Planning
Is a process in place to assess and monitor the changing needs of the population with regard to culture and language?
Does the agency’s annual planning process consider the needs of members from diverse cultures who may speak languages other than English?
Does the agency’s strategic plan include the continuing development of Cultural and Linguistic Responsiveness within the agency’s mission and structure?
Linguistic Services
Agency
1. Bilingual Speakers
Is the Consumer Relations Office and other departments that interact with members staffed with bilingual speakers?
Is their language competency assessed?
Do they serve as interpreters for others? If so, are they trained to interpret?
2. Interpreter Services
Does the agency contract with an interpreter service(s)?
Is a system in place to monitor the quality of services and interpretation provided by the interpreter service(s)?
3. Education
Are clients and staff educated about members’ rights to interpreter services?
Are agency’s staff trained how to access and effectively use interpreter services?
Provider Network
1. Bilingual Providers
Does the number of bilingual providers in the organization meet the needs of clients from diverse cultures who may speak languages other than English?
Is a system in place to assess the language proficiency of bilingual providers/ provider staff?
Are members from diverse cultures who may speak languages other than English informed about provider language capabilities?
Are members from diverse cultures who may speak languages other than English matched with a provider who can meet their language needs?
Are bilingual providers located in areas where members from diverse cultures who may speak languages other than English reside?
2. Interpreter Services
Do members who are not bilingual provide information about interpreter services to clients from diverse cultures who may speak languages other than English?
Is a system in place to monitor the quality of interpreter services?
3. Education
Are providers aware of their responsibilities related to providing Cultural and Linguistic Responsive services to consumers from diverse cultures who may speak languages other than English?
If applicable, do providers know how to access interpreters provided by the Department or agency?
Do providers know how to communicate through an interpreter?