All Programs

Local offices must set up procedures to ensure interpreters and translators are available for applicants or recipients who indicate needing such services on an application.

To meet the requirement for applicants and recipients who indicate they are Limited English Proficiency (LEP), offices can use:

Bilingual advisors – when it is reasonably possible to do so, schedule LEP applicant or recipient interviews with bilingual advisors.

Bilingual clerical staff – use bilingual clerical staff as interpreters whenever possible.

Local community interpreter providers.

Use the following methods for interpretation only after exhausting all local and regional resources:

Language Line Services – This service is available to all regions. Staff can use the service by calling the primary vendor at 844-403-1611 or the secondary vendor at 866-975-3097 and using their 11-digit employee identification number.

• Applicants or recipients may provide their own interpreter if they wish to do so. Note: A minor, 15 or older, can act as an interpreter at the person's request and when the minor accompanies the person to the interview. Do not use a minor under 15 as an interpreter.

To meet this requirement for applicants and recipients who indicate they are deaf or hearing impaired, offices can:

Schedule a phone interview if the applicant indicates the contact phone on the application is a TDD/TTY line unless the applicant requests a face-to-face interview. Note: Relay Texas can be reached at these numbers: 7-1-1, 800-RELAYTX (800-735-2989), Spanish to English (Spanish speaking callers to English speaking HHSC staff) at 888-777-5861; and and Spanish to Spanish at 800-662-4954.

If unable to reach the applicant by phone, schedule a face-to-face interview and arrange for interpreter services at the interview location.

Note : In situations where an interpreter services vendor is not available, the use of handwritten notes with the hearing-impaired person is allowed. The notes must be an effective and acceptable means of communication for the person.