Agenda - 06-16-20; 8-i - Update to Orange County Limited English Proficiency Policy (“Orange County “Language Access Plan”)

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Approved December 11, 2001 at a level of fluency, comprehension, and confidentiality appropriate to the specific nature, type and purpose of information at issue.  Departments should include, take into account, needed language assistance measures, in addition to those specified in this plan, when changes occur in programs or services where a failure to do so may result in a denial of substantially equal and meaningfully effective services to a significant LEP population served by the County.  To the maximum extent practical, limited English proficiency shall not act as a barrier or otherwise limit access to vital information, i.e., information publicly available in English as to when, where, or how to access benefits or services from a Department. 2. Uniform Language Assistance Initiatives Each Department experiencing a need for language assistance measures should take the following action:  Oral Information. Each location accessible to the public at which vital oral information is made available (e.g., information desks or telephone lines, certain reception desks or areas, building entries, etc.) maintained or administered by a Department identified as warranting language assistance measures will have in place personnel or language assistance resources capable of providing, within one business day, information and/or instruction in appropriate languages other than English. Each Department should develop a plan and timetable for implementing the following:  Have in place at points of public contact bilingual or multi-lingual staff, appropriate translations of commonly requested information in commonly encountered languages, or procedures for access to telephonic interpretive services3 for use by Department personnel.  As appropriate, the written procedures for accessing telephonic language assistance resources will be (1) inserted into every Department telephone book (both written and electronic); (2) posted or otherwise readily available (e.g., through the County intranet system) at every point of public contact; and (3) distributed to every employee whose duties routinely include contact with members of the public. Complete and distribute to each Department, county building or, as appropriate, work group, a listing of staff members assigned to that department, facility, or work group who have volunteered to provide temporary language assistance services in the case of an emergency. Name, office, physical location, business telephone number, work hours, language, and level of fluency should identify staff members.  Written Materials. Each Department shall ensure the translation of “vital” written materials into the language of regularly encountered LEP groups eligible to be served or to be affected by the Department’s programs. “Vital” includes but is not limited to: written notices of rights, denial, loss, or decreases in benefits and services; notices of disciplinary action; consent and complaint forms; intake forms; application for participation in 3 “Telephonic interpretive services,” sometimes referred to as “language lines” involve the use of interpreters who provide either simultaneous or consecutive translation by phone. 10