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54 <br /> This requirement will be met by: OCTS will utilize paid interpreter, qualified bilingual employees, and <br /> qualified employees of other agencies. (Describe whether the agency has bilingual staff, and if so, <br /> how many and in what Sections/Programs/Divisions, whether the agency uses contractual services to <br /> meet this requirement, whether the agency relies on telephone interpreter services, etc.) <br /> b. The agency will provide language assistance at all level of interaction with LEP individuals, including <br /> telephone interactions. Describe how this requirement will be met: OCTS will utilize paid interpreters, <br /> qualified bilingual employees, and qualified employees of other agencies. The agency may use paid <br /> interpreters, qualified bilingual employees, qualified employees of other agencies or community <br /> resources.Telephone interpreter services should only be utilized as a back-up system or where other <br /> language assistance options are unavailable. <br /> c. Interpreter Standards <br /> a. Those providing bilingual/interpretive services will meet the linguistic and cultural competency <br /> standards set forth below. The agency will ensure that interpreters and self- identified bilingual <br /> staff, have first been screened to ensure that the following standards are met before being used <br /> for interpreter services: <br /> o Can fluently and effectively communicate in both English and the primary language of the <br /> LEP individual <br /> o Can accurately and impartially interpret to and from such languages and English <br /> o Has a basic knowledge of specialized terms and concepts used frequently in the provision <br /> of the agency's services <br /> o Demonstrates cultural competency <br /> o Understands the obligation to maintain confidently <br /> o Understands the roles of interpreters and the ethics associated with being an interpreter <br /> OCTS utilizes the services of the Orange County Human Rights and Relations.Additionally,the County <br /> contracts with translators for both in-person services and print materials. When staff members have <br /> reason to believe that an interpreter is not qualified or properly trained to serve as an interpreter, <br /> the staff member will request another interpreter. <br /> A. Using Family Members or Friends as Interpreters <br /> a. Applicants/recipients may provide their own interpreter; however the agency will not <br /> require them to do so. <br /> b. The agency will first inform an LEP person, in the primary language of the LEP person, of <br /> the right to free interpreter services and the potential problems for ineffective <br /> communication. If the LEP person declines such services and requests the use of a family <br /> member or friend, the agency may utilize the family member or friend to interpret only if <br /> the use of such person would not compromise the effectiveness or services or violate the <br /> LEP person's confidentiality. The agency will monitor these interactions and again offer <br /> interpreter services, if it appears there are problems with this arrangement. <br /> C. The agency will indicate in the LEP individual's file that an offer of interpreter services was <br /> made and rejected; that the individual was informed of potential problems associated <br /> with using friends or family members and the name of the person serving as an <br /> interpreter at the LEP individual's request. <br /> d. Only under extenuating circumstances shall the agency allow a minor (under the age of <br /> 18 years) to temporarily act as an interpreter. The agency will keep a written record of <br /> when it has used a minor as an interpreter, and this information will be shared with the <br /> DHHS upon request. <br />