DTA NEW STAFF GUIDANCE ON RIGHTS OF LOW ENGLISH PROFICIENT CLIENTS

There have been some positive changes made at the Department of Transitional Assistance (DTA) and how it serves its Limited English Proficient (LEP) clients. Thanks to the hard work of advocates, especially MLRI and GBLS as well as MIRA, DTA recently introduced new guidance for its workers on how to serve limited English proficient clients.

Some highlights from the guidance are:

• DTA staff are instructed to use the new Telelanguage line (Qwest) without waiting for supervisory sign-off. If a worker needs an interpreter, they call Qwest. If an LEP client initiates the call, the worker uses their three-way calling capacity - while the client is on the line - to reach an interpreter! This is a huge change in protocol!
• LEP clients who walk in must not be turned away or told to come back; LEP clients who call should not be told to come to the office. The DTA receptionist/switchboard staff is authorized and directed to access the Qwest line if they need to determine the client's language and nature of the problem; and/or forward the call with the Qwest interpreter to a DTA worker.
• The client may decline the use of professional interpreter services and choose to have the adult serve as an interpreter.
• Children over age 12 may interpret only to schedule an appointment. Children age 12 and under must not be asked to interpret for any purpose.

Learn more (scroll down to see the DTA Field Operations memo).

-Adapted from MIRA Weekly Bulletin and the DTA Field Operations Memo 2008-16, April 1, 2008.

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