Offer Communication in Consumer's Primary Language or Alternative Format

Submitted by admin on Tue, 05/04/2021 - 15:24
Policy: 

F/EA makes every effort to communicate with consumers in their primary language or language of choice. Spoken languages accommodated by F/EA include English, <<Insert Languages>>.

 
F/EA has a contract with <<Insert>> to provide TTY phone services. If the caller would benefit from a TTY call, F/EA <<Staff Title>> places call to <<Insert>> and conferences in the caller.
Procedure: 

Outgoing Calls

  1. F/EA stores a participant’s primary language in the Customer Service System
  2. Prior to making an outbound call, the <<Staff Title>> reviews the participant’s primary language
  3. If the participant’s primary language is not spoken by the <<Staff Title>> who is about to make the call, the <<Staff Title>> reviews F/EA Languages Matrix
  4. <<Staff Title>> reviews language column
  5. If F/EA staff member who speaks participant’s primary language is identified, <<Staff Title>> asks the staff member to contact the participant
  •  <<Staff Title>> briefs staff member on the participant’s situation and provides information to be communicated to participant
  • Staff member calls participant
  • <<Staff Title>> stays with caller during call in case any additional information must be translated

 6.  If F/EA staff member who speaks participant’s primary language is not identified <<insert process>>

 7.  If the participant would benefit from a TTY call, <<Staff Title>> contacts TTY Contractor

  • Dial
  • Provide the operator with the participant or representative’s area code and phone number
  • Speak directly to the operator at a moderate speed
  • The operator will type everything he or she hears
  • After each statement, say “Go ahead”
  • After hearing “Go ahead”, operator will relay TTY message to participant or representative
  • When call is complete, say “good-bye”

 8.  Resolution of call is documented in Payroll System

 
Incoming Calls
  1. If upon answering an incoming call, <<Staff Title>> determines that the participant speaks a language not spoken by the <<Staff Title>>, the <<Staff Title>> reviews F/EA Languages matrix
  2. <<Staff Title>> reviews language column
  3. If F/EA staff member who speaks caller’s primary language is identified, <<Staff Title>> asks the staff member to take the call
  • Call is transferred to staff member who speaks caller’s primary language
  • <<Staff Title>> stays with staff member during call in case any additional information must be translated

 4.  If F/EA staff member who speaks participant’s primary language is not identified <<insert process>>

 

 5.  If the participant is contacting F/EA via the TTY number provided on F/EA communications, <<Staff Title>> will hear the TTY operator say “This is TTY Operator, Opr5xxxxx with a relay call. Do you know how to use relay?”

  • <<Staff Title>> responds, “Yes”.
  • The operator will relay spoken TTY messages received from the caller to the <<Staff Title>>
  • To respond, speak directly to the operator at a moderate speed
  • The operator will type everything he or she hears
  • After each statement, say “Go ahead”
  • After hearing “Go ahead”, operator will relay TTY message to participant or representative
  • When call is complete, say “good-bye”

 6.  Resolution of call is documented in Customer Service System

Internal Controls: 

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

  1. All incoming and outgoing calls are recorded in Customer Service System.
  2. Consumer’s primary language is stored in the Customer Service System.
  3. Customer Service Staff review primary language field prior to contacting participant.
  4. Languages spoken by F/EA staff are published on F/EA Langages matrix.
    • F/EA Languages matrix is posted at each <<Staff Title>>’s desk.
  5. <<Staff Title>> familiar with participant’s situation stays with staff member who communicates with caller during phone call.