19-562 Language Assistance Program and Cultural Competency Services

Date: 07/19/19

Meet members’ language needs with the Language Assistance Program (LAP)

You can request free interpreter services for your California Health and Wellness Plan (CHWP) patients.

Contact CHWP Member Services at the telephone number on the member’s identification (ID) card or CHWP Provider Services Department at 1-877-658-0305.
Send the request as soon as the appointment is made, but not less than five business days before the appointment.
Use telephone interpreter services for same day appointments or when an in person interpreter is not available.

The LAP makes it easy for you to follow requirements

CHWP has LAP to support members that have limited English proficiency (LEP), are deaf or have hearing impairments.

Our language assistance program asks contracted providers to adhere to the following:

FOR ALL PROVIDERS
Language assistance service or document	Explanation
Qualified interpreter services that comply with California requirements	In-person or telephone interpreters are available. Telephone interpreters are available in more than 150 languages 24/7 at no cost. Use of a telephone interpreter does not require advanced notice. Interpreters can offer insights on common cultural communication issues. We also provide guidance on compliance with state requirements for the use of bilingual staff.
Sign language services	American Sign Language (ASL), Pidgin Signed English (PSE) and Signed Exact English (SEE) interpreters are available.
Medical record documentation	Document the member’s language preference (including English) and the refusal or use of interpreter services in the member’s medical record.

FOR ALL PROVIDERS
Language assistance service or document	Explanation
Independent Medical Review (IMR) application	Locate translated IMR applications on the Department of Managed Health Care (DMHC) website at www.dmhc.ca.gov and provide to members upon request.
Taglines and nondiscrimination notice	Include a CHWP-specific tagline and nondiscrimination notice (available on the CHWP website at cahealthwellness.com/non-discrimination-notice.html) with information sent to members.
Translation services	Utilization management (UM) or case management (CM) materials must be made available to members that have a preferred language or format listed on the CHWP eligibility file. If a member asks for a translation or another format of UM or CM materials the provider must refer the member to the Member Services telephone number on the member’s ID card. When Member Services receives the request, CHWP will request the document from the CCIPA. CCIPA must send the document within 48 hours. Refer to the list of threshold languages below.

Be sure your language services meet standards

Interpreter services must be provided to LEP CHWP members. CHWP does not delegate the provision of interpreter services to providers. We encourage you to use the interpreters available from CHWP.

Language services requirements

Prohibited language service practices

Make sure that interpreters are available at no cost to members at the time of the appointment.
Make sure that LEP members are not subject to unreasonable delays in the delivery of services, including accessing providers after hours.
Extend the same program and activity to all members regardless of language preference.
Provide services to LEP members that are as effective as those provided to non-LEP members.
Record the member’s language needs, request or refusal of interpreter services, in the member’s medical record.
Send request for an alternate format or translation for UM documents to CHWP within 48 hours of request from member.
Use qualified bilingual staff or interpreters to communicate with LEP members.
Provide translated member grievance forms to members upon request.

Use of minor or attending adult to interpret or help communication, except:

- In an emergency where a qualified interpreter for the LEP person is not available right away. You must note the emergency is in the member’s medical record. A parent cannot give permission for a minor child to interpret in any other circumstance.

- When the LEP person specifically asks that the attending adult interpret, that adult agrees to provide such assistance, and reliance on that adult is appropriate for the circumstances. Please document in the member’s medical record the circumstances that resulted in the use of an attending adult as an interpreter.

To ask or require anyone to bring their own interpreter.
To rely on staff other than qualified bilingual/multilingual staff to communicate directly with LEP persons.
Delaying the appointment time due to availability of interpreter services

Threshold languages information

The threshold language for CHWP members is Spanish.

CCIPA has access to members’ preferred spoken and written languages through the CHWP Eligibility Report. Individual and ancillary providers can get members’ language preferences by contacting the CHWP Provider Services Center.

UM or CM delegated provider groups may request any member information that needs translation or alternate formats to the member’s threshold language format to CHWP by calling 1-877-658-0305. We cannot accept scanned or faxed documents. Be sure to follow these directions for materials sent for translation or alternate format:

Send the material in a Word or unlocked PDF format.
Care plans must be sent with proof that the document is at a 6th grade reading level or below.
CCIPA must send the member’s name, member ID, the document requested, and the member’s address to
CHWP.

Remember to take the cultural competency training

All CHWP participating providers must take cultural competency training. We suggest that you take the training offered by the Office of Minority Health (OMH). The training is computer-based training (CBT) for health care providers. OMH developed this no-cost training to give providers competencies to better treat an increasingly diverse population. The training is available at https://cccm.thinkculturalhealth.hhs.gov. Additionally, CHWP’s Cultural and Linguistics (C&L) Department can customize cultural competency training to meet your needs. CHWP does not sponsor the OMH training.

The provider directory indicates a “Y” for providers who have completed two hours of cultural competency training within the last 24 months. Notify Health Net after completing this training by emailing CAProvData@cahealthwellness.com. Include your practitioner’s name, a certificate of completion, National Provider Identifier (NPI), and a statement that you have completed the training.

Provide race and ethnicity if you choose

Consider giving CHWP your race or ethnicity information. This information is voluntary and is used for health disparity reduction efforts. Update your race or ethnicity information by emailing CHWP_Contracting@cahealthwellness.com.

Additional information

For more information about interpreter services, cross-cultural communication and health literacy, or to schedule training, refer to these resources:

Resource	Location
Industry Collaboration Effort (ICE): Provider Tools to Care for Diverse Populations	www.cahealthwellness.com > For Providers > Provider Resources > under More Resource Topics > Cultural, Linguistic & Disability Access > Industry Collaboration Effort (ICE) Toolkit - Better Communication, Better Care: Provider Tools to Care for Diverse Populations .
Free Interpreter Services quick reference sheet	www.cahealthwellness.com > For Providers > Provider Resources > under More Resource Topics > Cultural, Linguistic & Disability Access > Interpreter Quick Reference Card
Cultural and Linguistic Department	cultural.and.linguistic.services@healthnet.com 1-800-977-6750