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Limited English Proficiency Program

Purpose

This plan document the policies and procedures for providing meaningful access (language access) to individuals with Limited English Proficiency (LEP) while accessing services and information at Medica Health Plans in Minnetonka, Minn.

Authorities

Definitions

Bilingual staff: The person who has met and demonstrated minimum linguistic proficiency and fluency requirements in both languages (target and source languages), has demonstrated cultural responsiveness, and Medica Health Plans has documented the above.
 
If the bilingual staff will act as interpreter for others, the above criteria are required in addition to at least one of the following:
 
• the bilingual staff is a Healthcare Certified Interpreter (CHI, CoreCHI), Certified Medical Interpreter (CMI), Federal or State Court certified interpreter
• has received health care interpreting training (minimum of 40 hours)
• has received community interpreting training (minimum of 40 hours)
• has developed skills and abilities as an interpreter
• understands boundaries and roles as an interpreter
• abides by the National Code of Ethics and Standards of Practice for Healthcare Interpreters by NCIHC, or Canons and professional code of ethics
• maintains skills by receiving interpreting continuing education of at least 8 hours annually, and
• Medica Health Plans keeps records and documentation of the above
 
Culturally appropriate services — Is the usage or application of services, testing, and any other methodology that doesn’t have the effect of subjecting individuals with LEP, and/or their families to discrimination because of their race, color, or national origin, or do not have the effect of defeating or substantially impairing accomplishment of the objectives of the program with respect to individuals of a particular race, color, or national origin. -45 CFR 80.3(b)(2).
 
Effective communication – In health care and social services delivery settings, effective communication occurs when provider staff have taken the necessary steps to make sure that a person with LEP is given adequate information to understand the services and covered services available and receives the information and services for which they are eligible. Effective communication also means that a person with LEP is able to communicate the relevant circumstances of their situation to the provider, and for the provider has access to the adequate information to do their job.
 
I Speak Cards – “I Speak” Cards say in English and the target language “I need a (target language) interpreter.”
 
Individual with Limited English Proficiency (LEP) – A person with Limited English Proficiency or “LEP” can’t speak, read, write, or understand the English language well enough to allow them to interact effectively with health care, social services agencies, and other providers.
 
Interpreting – Interpreting means the oral, verbal, or spoken transfer of a message from the source language into the target language. There are different modes of interpreting such as consecutive, simultaneous, sight-translation, and summarization.
 
Language Block – Is a block of text that informs readers in 15 different languages how they can get free help interpreting the information on a particular document or included as an insert in appropriate documents.
 
LEP Implementation Team (or responsible individuals for compliance) – Individuals appointed by State Public Programs department to review LEP Implementation activities within Medica Health Plan.
 
Meaningful access – Meaningful access to programs, information, and services in the standard of access required of federally funded entities to comply with language access requirements of Title VI of the Civil Rights Act of 1964. To ensure meaningful access for individuals with Limited English Proficiency, service providers must make available to clients, patients, and their families language assistance that is free of charge and without undue delay resulting in accurate and effective communication.
 
Office for Civil Rights (OCR) – The Office for Civil Rights is the civil rights enforcement agency of the U.S. Department of Health and Human Services. OCR Region V is the regional office that enforces Title VI in Minnesota for health and human services agencies and providers.
 
Primary languages – Primary languages are the languages other than English that are most commonly spoken by clientele as identified by Medica Health Plan collection of demographic data. Currently there are five primary languages: Spanish, Mandarin, Somali, Vietnamese, Arabic, and Russian.
 
Qualified Interpreter – A person who either has met training and competency requirements or who is a certified health care, certified federal or state court interpreter and in good standing before their certifying body, and adheres to the interpreter National Code of Ethics and Standards of Practice for Interpreters in Health Care (National Council on Interpreting in Health Care – NCIHC), the canons of ethics and conduct for court interpreters, etc.
 
Sight translation – The verbal translation (transfer) of a written document from the source language into the target language.
 
Translation – Translation means the written transfer of a message from the source language into the target language.
 

Methods of Providing Services

The primary methods used are: telephonic, in-person, and written Contracted qualified interpreters:
  • ASL Interpreting Services
  • Children’s Health Care Minneapolis
  • Hennepin County Medical Center
  • Intelligere Solutions
  • Intercultural Mutual Assistance
  • Association
  • Jewish Community Center
  • Kim Tong’s Translation Service Inc.
  • Pillsbury United Communities
  • Project FINE
  • The Bridge World Language Services
  • West Central Interpreting
Telephone interpreter services – TransPerfect
Video Remote Interpreting (VRI) services – TransPerfect
Qualified and competent bilingual staff – None

 

LEP liaison and coordinator 

1-866-269-6811 (toll-free) TTY: 711

401 Carlson Parkway
CP320
Minnetonka, MN 55305

LEP@medica.com

 

LEP Liaison Backup

1-866-269-6811 (toll-free) TTY: 711

401 Carlson Parkway
CP320
Minnetonka, MN 55305

LEP@medica.com

Interpreter services

Medica Health Plans, without undue delay and at no cost to individuals with LEP and/or their families, provides meaningful access to information and service to all individuals with LEP and/or their families receiving services.

Translation of documents

Medica Health Plans contracts qualified translators or translating agencies to assist individuals with LEP in translating all vital documents, or documents needed to perform services.

Dissemination + mandatory training

Medica Health Plans is committed to providing LEP training to:
 
All staff at new employee orientation who may interact with enrollees
At least once a year to all staff, volunteers, and contractors who may interact with enrollees
 
Medica Health Plans will keep record of those training sessions, and individual record of attendance to training will be part of personnel files. Records of this training will be kept for a minimum of five years and readily available during DHS audits, investigations, or any proceeding and as required by the law.
 
This training is to include at least the following:
 
Title VI of the Civil Rights Act of 1964
How to work effectively with interpreters, 
Any other cultural issues related to delivery of information and services to individuals with LEP served by Medica Health Plans.
 
This policy is added to the Manual of Policies and Procedures of Medica Health Plans.
 

Dissemination of language access information

Medica Health Plans makes available to individuals with LEP:
Notice of language access services by posting in public areas the "Language Poster," available through the DHS public Web site 
"I need an interpreter" card available in fifteen languages and from DHS public Web site
 

Annual review of LEP plan

Medica Health Plans reviews annually its LEP plan to adjust or modify its contingencies based on demographic data collected by Medica Health Plans during its delivery of information and services to individuals with LEP throughout the year.

Medica Health Plans upon DHS request will complete and submit DHS LEP Plan review on an annual basis or as often as requested by DHS.

Collection of data and its analysis

Medica Health Plans is committed to monitor and make reasonable adjustments to comply with Title VI requirements. Medica Health Plans will collect:
 
We collect DOB, gender, preferred spoken language, preferred written language, needs interpreter, cultural background, ethnicity, etc.
The purpose of collecting this data is to ensure that we have appropriate language resources for members
We measure the outcome from this data by tracking outgoing documents in languages other than English
 

Compliant process

Individuals with LEP have the right to file a formal complaint with:

 

Medica Health Plans 

Medica Health Plans
State Public Programs
P.O. Box 9310, Route CP340
Minneapolis, MN 55440-9310

952-992-2580 or 1-888-347-3630 (toll-free) TTY: 711          

 

Minnesota Department of Human Services (DHS), Limited English Proficiency (LEP) Coordinator

Alejandro Maldonado

651-431-4018

P.O. Box 64997
St. Paul, MN 55164-0977

alejandro.maldonado@state.mn.us

Fax: 651-431-7444

TTY: 711 or 1-800-627-3529  

 

Office for Civil Rights (OCR), Region V – Chicago, IL

Celeste Davis, Regional Manager
Office for Civil Rights

U.S. Department of Health and Human Services
233 N. Michigan Ave., Suite 240
Chicago, IL 60601

Phone: 1-800-368-1019

Fax: 312-886-1807

TTY: 1-800-537-7697

HHS Website

This LEP Plan is available in public areas of Medica Health Plans, to all staff, volunteer, and contractors, and members of the community.


Medica DUAL Solution and Medica AccessAbility Solution Enhanced are health plans that contract with both Medicare and the Minnesota Medical Assistance (Medicaid) program to provide benefits of both programs to enrollees. Enrollment in Medica DUAL Solution and Medica AccessAbility Solution Enhanced depends on contract renewal.

Y0088_5317a CMS Approved
Y0088_ISNBC_0080_C
Last Updated: October 2018