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5 <br />b. If the LEP person does not speak or read any of these languages, <br />the agency will use a telephone interpreting service to identify the <br />client's primary language. <br />c. Staff will not solely rely on their own assessment of the applicant <br />or recipient's English proficiency in determining the need for an <br />interpreter. If an individual requests an interpreter, an interpreter <br />will be provided free of charge. A declaration of the client will be <br />used to establish the client's primary language. <br />d. When staff place or receive a telephone call and cannot determine <br />what language the other person on the line is speaking, a telephone <br />interpreting service will be utilized in making the determination. <br />e. If any applicant/recipient is assessed as LEP, they will be informed <br />of interpreter availability and their right to have a language <br />interpreter at no cost to them with a notice in writing in the <br />languages identif ed in Section C. Provisions of Written <br />Translations.' <br />B. Provision of BilinguaUInterpretive Services <br />The agency will ensure that effective bilinguaUinterpretive services are <br />provided to serve the needs of the non-English speaking population. The <br />provision of bilinguaUinterpretive services will be prompt without undue <br />delays. In most circumstances, this requires language services to be <br />available during all operating hours. <br />This requirement will be met by LEP Specialist Marlyn Henriquez <br />Valeiko, who is fluent in Spanish. Ms. Valeiko is available to assist staff <br />in all sections of the agency with their interactions with LEP customers. <br />The agency also uses a Language Line to assist LEP customers speaking <br />languages other than Spanish. <br />2. The agency will provide language assistance at all levels of interaction <br />with LEP individuals, including telephone interactions. <br />On-site interpreters will be used when possible. When an on-site <br />interpreter is not available, the agency will use certified interpreters <br />through the Language Line. <br />3. Interpreter Standards <br />a. Those providing bilinguaUinterpretive services will meet the <br />linguistic and cultural competency standards set forth below. The <br />agency will ensure that interpreters and self-identified bilingual <br />4 <br />