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Administrative Manual Section: General Administrative Procedures and Compliance Policy Manual Number: 200.010 Chapter: Rights and Responsibilities

February 1, 2024 Division of TennCare 5 In order to ensure that LEP individuals are not excluded from equal program participation, TennCare makes available free qualified interpreters and translators who can provide appropriate oral and/or written language assistance services to accommodate these individuals. TennCare may:

i. Contract with an outside interpreter or translation service; or ii. Use a telephone interpreter service. LEP individuals must be advised that a free interpreter is available. It is not advisable to use friends and family members as interpreters. Using friends and family as interpreters may compromise the effectiveness of the communication, create a conflict of interest and violate confidentiality and privacy safeguards. At the request of the LEP individual, they may use friends and family as their interpreter. However, if the friend or family member is not competent or appropriate, a trained interpreter should be used to ensure reliable and correct interpretation of information. Minor children cannot be used as interpreters.

The LEP individual’s decision to accept or decline the offer of free interpreter services must be documented. TennCare has an Interpreter Waiver form in English and Spanish that documents the individual’s decision to use either a free interpreter or a family member. This form is located on OCRC’s webpage, which is listed above. If requested, this form can be translated into other languages by contacting OCRC.

Questions regarding when an interpreter should be used, or when written materials should be translated, should be directed to supervisory staff. If you need to use an interpreter in order to assist an individual, use TennCare’s contracted Language Services vendors. You may need to ask your supervisor for assistance with contacting the vendors. If, after speaking with your supervisor, you still need help communicating with an applicant or member, contact OCRC at (615) 507-6841. Individuals who need help communicating with TennCare such as during a hearing, meeting, or training, can complete a free, online Communication Help Form.

Some of TennCare’s documents have been translated into the Spanish language and are available on the TennCare website.