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980 Chapter 7:Worker guides • Table of contents (07/2026) Chapter 7: Worker Guides Multiple program worker guides................................................. 986 Introduction........................................................................................................................................................... 986 Alternate formats, interpreters and translations................................................................................................. 986 Alternate formats.............................................................................................................................................. 986 Availability of alternate formats (AF).................................................................................................................. 986 Assessing AF requests...................................................................................................................................... 987 Processing alternate format requests................................................................................................................ 987 (E.g., local branch-created-letters and documents)............................................................................................ 987 Interpreters and translations.............................................................................................................................. 988 Deaf and Hard of Hearing Services Program (ODHHS)........................................................................................ 988 Guidelines for staff who work with limited-English-speaking, Deaf, Hard of Hearing, Deaf/Blind or Blind individuals.. 988 Bilingual and Multilingual Staff Roles................................................................................................................. 989 Responsibilities of managers who supervise bilingual and multilingual employees ............................................. 990 Citizen/non-citizen status..................................................................................................................................... 990 Definitions......................................................................................................................................................... 990 Citizenship........................................................................................................................................................ 991 United States passport...................................................................................................................................... 993 Permanently residing under color of law (PRUCOL)............................................................................................ 993 INS form I-94.................................................................................................................................................... 994 Other documentation......................................................................................................................................... 996 Hearings guide.....................................................................................................................................................1002 What hearings are............................................................................................................................................1002 Individuals have a right to hearings...................................................................................................................1003 Resolving disputes...........................................................................................................................................1003 How staff become involved...............................................................................................................................1003 Overrides.........................................................................................................................................................1004 Expedited.........................................................................................................................................................1004 Continuing Benefits (COB)................................................................................................................................1004 Individual’s right to expedited hearings.............................................................................................................1005 Retention of regular and expedited hearing files................................................................................................1006