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5 <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 identified in Section C. Provisions of Written <br /> Translations. <br /> B. Provision of Bilingual/Interpretive Services <br /> 1. The agency will ensure that effective bilingual/interpretive services are <br /> provided to serve the needs of the non-English speaking population. The <br /> provision of bilingual/interpretive 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 bilingual/interpretive 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 /> staff, have first been screened to ensure that the following <br /> standards are met before being used for interpreter services: <br /> 4 <br />