P1601 How to Obtain Interpreter or Translation Services

MA1601

Is a language barrier preventing communication?

• If YES, say “One moment please”. Or if you are the one who placed the call say “Is your name______?” If yes, say “One moment please”. Skip to step 5.

• If NO, continue to step 2.

Is there someone on the phone who can interpret or represent the customer for their application?

• If YES, tell the person on the phone that translation services are available at no cost to the customer. Verify the customer wants the person to interpret the conversation or represent, by asking for:

  • The last four numbers of the customer’s SSN;

  • The customer’s date of birth; and

  • The customer’s address.

Continue to step 3.

• If NO, say “One moment please.” Skip to step 5.

Will the customer use their own interpreter for the interview?

• If YES, STOP. Enter in case notes that you offered interpreter services and the customer refused.

• If NO, continue to step 4.

Is there someone in the office that is proficient in the customer’s preferred language?

• If YES, STOP. Ask the staff member to assist you. Continue with scheduling or completing the interview with the staff member’s assistance.

• If NO, continue to step 5.

Option One: Call Language Line at 1-800-874-9426.

Provide the following information to the Language Line representative:
 

• The Client ID# number for AHCCCS (544061);

• The language being translated to and from English, including dialect when known. (Example: If the customer speaks Spanish, specify whether they are from Mexico, Spain, or South America);

• Your Employee Identification Number (EIN) which is mandatory and must be given to the representative;

• Your phone number; and

• For DMPS only: Access Code 242227367, “AHCCCSDMS” on the phone's key pad.

NOTE     Do not provide this access code to anyone outside of AHCCCS DMPS. Reports are monitored. Only authorized personnel can use the access code above.

Option Two: Call Propio at 520-402-1990

Provide the Client ID # for AHCCCS (95455)

• Select the desired language from the menu provided

• 1 for Spanish

• 8 for all other languages

• Follow instruction prompts to choose the desired language

NOTE     Do not provide this access code to anyone outside AHCCCS DMPS. Reports are monitored. Only authorized personnel can use the access code above.

When the interpreter comes on the line, summarize what you need to explain to the customer and accomplish.

NOTE     The interpreter services representative will identify themselves by first name and number only.

Conference in the non-English speaker to the line.

Are you able to identify what language the customer speaks?

• If NO, continue to step 2.

• If YES, skip to step 4.

Get Language Identification Cards from your office or use one of the links below.

• http://www.lep.gov/resources/ISpeakCards2004.pdf

• http://www.lep.gov/resources/OhioLangIDcard.pdf

The Language Identification Cards list the languages most used in North America.

Show the customer the Language Identification Cards. The message for each language reads: “I speak (language)” or instructs the customer to indicate the language they speak.

Is the customer able to indicate his or her language using the Language Identification Card?

• If YES, continue to step 4.

• If NO, say “One moment please”, and skip to step 7 or 8.

Is there someone with the customer who can interpret for the customer?

• If YES, tell the person that translation services are available at no cost to the customer. Verify the customer wants the person to interpret the conversation by asking for:

  • The last four numbers of the customer’s SSN;

  • The customer’s date of birth; and

  • The customer’s address.

Continue to step 5.

•  If NO, say “One moment please”. Skip to step 5.

Will the customer use their own interpreter for the interview?

• If YES, STOP. Enter in case notes that you offered interpreter services and the customer refused.

• If NO, continue to step 6.

Is there someone in the office that is proficient in the customer’s preferred language?

• If YES, STOP. Ask the staff member to assist you. Continue with scheduling or completing the interview with the staff member’s assistance.

• If NO, continue to step 7.

Option One: Call Language Line at 1-800-874-9426.

Provide the following information to the Language Line representative:

• The Client ID# number for AHCCCS (544061);

• The language being translated to and from English, including dialect when known. (Example: If the customer speaks Spanish, specify whether they are from Mexico, Spain, or South America);

• Your Employee Identification Number which is mandatory and must be given to the representative;

• Your phone number; and

• For DMPS only: Access Code 242227367, “AHCCCSDMS” on the phone's key pad.

NOTE     Do not provide this access code to anyone outside of AHCCCS DMPS. Reports are monitored. Only authorized personnel may use the access code above.

Option Two: Call Propio at 520-402-1990

Provide the Client ID # for AHCCCS (95455)

• Select the desired language from the menu provided

• 1 for Spanish

• 8 for all other languages

• Follow instruction prompts to choose the desired language

NOTE     Do not provide this access code to anyone outside AHCCCS DMPS. Reports are monitored. Only authorized personnel can use the access code above.

When the interpreter comes on the line, summarize what you need to explain to the customer and accomplish.

NOTE     The language line representative will identify themselves by first name and number only.

Place the interpreter on speaker phone for the interview.

Email a request to your supervisor for an in-person foreign language interpreter or Sign Language Interpreter.

Provide the following information with your request:

• Request for Sign Language Interpreter or foreign language interpreter (include needed language)

• Customer/Representative Name

• Address of the appointment

• Customer/Representative phone number

• Customer/Representative email address

• HEAplus Application ID

• Contact number of AHCCCS worker for the interpreter to contact if there are issues with the appointment

• Requested appointment date and time

NOTE     Allow at least 5 days for scheduling. The interpreter will need at least 48 hours notice.

When supervisor responds, enter case notes with the result of the request for interpreter.

Confirm the appointment with the customer 24-48 hours prior to the start of your meeting.

Is the appointment confirmed?

• If YES, continue to Step 5.

• If NO, email the supervisor/manager informing them the appointment needs to be cancelled.

Call the Arizona Relay Service at 1-800-842-6520 and tell the agent the following:

• Your name;

• Where you are calling from (AHCCCS);

• The purpose of your call; and

• The customer’s phone number.

Continue to step 2.

When the customer is on the line, tell the agent to ask the customer:

• For permission to communicate the customer’s confidential information via the Relay Service; or

• If the customer would prefer to use a sign language interpreter.

Give your supervisor the following information:

• The type of document you need translated (agency form, letter, verification); and

• The language used in the document to be translated.

Did your Benefits and Eligibility supervisor approve the need for translation?

• If YES, continue to step 3.

• If NO, obtain further instruction from management.

The Benefits and Eligibility supervisor will determine if the translation can be performed at the office level. If it cannot be completed at the office level, the Benefits and Eligibility supervisor will submit a PCR with the following information:

• Name of employee requesting the service;

• Phone number and email address of employee;

• Application ID when applicable;

• The language being translated to or from English; and

• A copy of the document to be translated.

When you receive the translated document, place a copy of the document in the customer’s case file.