Page 55

MS 0230 [1] Volume 1 – General Administration MS 0230 – R. 6/1/26– OMTL – 696 Limited English Proficiency (LEP) [The Cabinet must ensure all individuals with LEP have meaningful access to all programs and services administered by the Cabinet. LEP individuals are those who do not speak English as their primary language and who have a limited ability to read, speak, write, or understand English. Each local office must post notices in multiple languages in the local offices and program websites to inform the public of the availability of free interpreter services.] Use the following policy and procedures to identify LEP individuals and to provide LEP services to those individuals. A. When an individual comes into the local office to apply: 1. [Ask the individual for their primary language. Based on the individual’s statement, enter the language on Worker Portal. Do not assume an individual does not speak or understand English or assume the individual’s primary language based on appearance. If the individual does not speak or understand English, use the “I Speak” language identification posters to determine the primary language. If still unable to identify the language spoken, contact the Language Access Section for assistance;] 2. Inform the LEP individual that interpreter services are available at no cost to the individual using the “I Speak” posters; and 3. [If the individual indicates a primary language other than English and they do not want to use the approved interpreter service provided by the Cabinet, answer the corresponding waiver questions within Worker Portal to document the individual’s request. If Worker Portal is unavailable, the individual must complete the CHFS-OHRM-EEO-3, Waiver of Interpreter Services Form, and scan it into the Electronic Case File (ECF). If, during the interview, the worker cannot clearly understand the individual, a Cabinet approved interpreter must be contacted to stay on the line in the background to ensure the quality and accuracy of the interview. B. If an individual cannot understand verbal or written English, use one of the following options to access interpreter services: 1. Language Services Associates, Inc. (LSA/Interpretalk). The instructions for the LSA may be accessed at: Language Access Section Interpretalk Instructions. 2. Affordable Language Interpreter Video Relay Calling. Instructions for video relay calling can be accessed at: Affordable Language Interpreter Video Relay Calling. Video Relay Calling or a Virtual Face-to-Face interpreter should not be used for routine Supplemental Nutrition Assistance Program (SNAP) or Medicaid applications, even if the applicant is in the office. 3. Cabinet for Health and Family Services (CHFS) Qualified Interpreter Service. If LAS staff are not available, choose an interpreter from the CHFS