ISD Telephone Interpreter Services Do Not Meet the Needs of LEP Claimants Sample Clauses

ISD Telephone Interpreter Services Do Not Meet the Needs of LEP Claimants. Workers’ compensation medical providers and ISD staff use telephone interpreter services to communicate with LEP claimants, but we found that the audio prompts for the customer services hotline are not available in languages other than English and Spanish. The documents we received from ISD indicate that all of the telephone interpreter services are provided through a statewide contract.55 We were told that medical providers used telephone interpreters for quick in-person conversations and to assist LEP workers’ compensation claimants who speak less frequently encountered languages. ISD staff explained that they frequently use the telephone interpreter service to communicate with LEP workers’ compensation claimants. During our on-site visit, several ISD employees indicated that the telephone interpreter service is used in a variety of circumstances during the workers’ compensation process, including assisting intake personnel in providing information to LEP individuals on how to file a claim by telephone using the FastFile system or to assist LEP individuals in communicating with their designated Claims Manager. The L&I Office of Communication Services also maintains a customer service Hotline that provides information to LEP callers about workers’ compensation benefits. According to a Customer Service Manager from the L&I Communication Services’ Office of Information and 54 See Response Document, Question 12. See also L&I Interpreter Services: What you can and cannot do as an interpreter, available at xxxx://xxx.xxx.xx.xxx/ClaimsIns/Providers/TreatingPatients/Interpreters/default.asp#3 (Last visited June 20, 2014). 55 See Response Documents, Question 12. Assistance,56 this Hotline receives approximately 600-800 calls daily, of which approximately 50 to 60 calls are from Spanish-speaking persons. At the time of our on-site visit, eight of the fourteen L&I employees who worked on the Hotline were Spanish-speaking. If an LEP individual who speaks a language other than Spanish contacts the Hotline, the L&I employee is supposed to use a telephone interpreter service to provide assistance. The Customer Service Manager indicated that there is an audio prompt in Spanish if a Spanish-speaking LEP individual were to call the Hotline, but that audio prompts or options are not available for LEP individuals who speak languages other than Spanish.57
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