POLÍTICAS Y PROCEDIMIENTOS PARA LA COMUNICACIÓN CON LAS PERSONAS CON DOMINIO LIMITADO DEL INGLÉS

政策和程序与英 语能力有限人士沟通的

CHÍNH SÁCH VÀ THỦ TỤC CHO GIAO TIẾP VỚI NGƯỜI CÓ TRÌNH ĐỘ ANH NGỮ HẠN CHẾ

정책 및 통신 제한 된 영어 능력을 가진 사람을 위한 절차

POLITIQUE ET PROCÉDURES POUR LA COMMUNICATION AVEC LES PERSONNES AYANT UNE CONNAISSANCE LIMITÉE DE L’ANGLAISE

السياسات والإجراءات للتواصل مع الأشخاص ذوي الكفاءة في اللغة الإنجليزية محدودة

ПОЛИТИКА И ПРОЦЕДУРЫ ДЛЯ ОБЩЕНИЯ С ЛЮДЬМИ С ОГРАНИЧЕННЫМ ЗНАНИЕМ АНГЛИЙСКОГО ЯЗЫКА

RICHTLINIEN UND VERFAHREN FÜR DIE KOMMUNIKATION MIT PERSONEN MIT BEGRENZTEN ENGLISCHKENNTNISSEN

नीति और इंग्लिश में सीमित दक्षता वाले व्यक्तियों के साथ संचार के लिए प्रक्रियाओं

TXOJ CAI THIAB TXHEEJ TXHEEM RAU KEV SIB TXUAS LUS NROG NEEG NROG paub lus Askiv zoo

PATAKARAN AT PAMAMARAAN SA COMMUNICATION WITH MGA TAONG MAY LIMITED KAHUSAYAN SA INGLES

નીતિ અને મર્યાદિત અંગ્રેજી ભાષાની કૌશલ્યતા અંગેની સાથે વ્યક્તિઓ સાથે વાતચીત માટે કાર્યવાહી

គោលនយោបាយនិងនីតិវិធីសម្រាប់ការប្រាស្រ័យទាក់ទងជាមួយមនុស្សដោយមានកម្រិតសមត្ថភាពជំនាញ

ນະໂຍບາຍແລະຂັ້ນຕອນສໍາລັບການສື່ສານກັບບຸກຄົນທີ່ມີຂໍ້ຈໍາກັດພາສາອັງກິດ

LIMITED 英語能力を有する者との通信のための方針と手順

The Facility will take reasonable steps to ensure that persons with Limited English Proficiency (LEP) have meaningful access and an equal opportunity to participate in our services, activities, programs and other benefits. The policy of The Facility is to ensure meaningful communication with LEP patients/clients and their authorized representatives involving their medical conditions and treatment. The policy also provides for communication of information contained in vital documents, including but not limited to, waivers of rights, consent to treatment forms, financial and insurance benefit forms, etc. All interpreters, translators and other aids needed to comply with this policy shall be provided without cost to the person being served, and patients/clients and their families will be informed of the availability of such assistance free of charge.

Language assistance will be provided through use of competent bilingual staff, staff interpreters, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology and telephonic interpretation services. All staff will be provided notice of this policy and procedure, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including the effective use of an interpreter.

The Facility will conduct a regular review of the language access needs of our patient population, as well as update and monitor the implementation of this policy and these procedures, as necessary.

1. IDENTIFYING LEP PERSONS AND THEIR LANGUAGE

The Facility will promptly identify the language and communication needs of the LEP person. If necessary, staff will use a language identification card (or “I speak cards,” available online at www.lep.gov) or posters to determine the language. In addition, when records are kept of past interactions with patients (clients/residents) or family members, the language used to communicate with the LEP person will be included as part of the record.

2. OBTAINING A QUALIFIED INTEPRETER

The facility Administrator is responsible for:

(a) Maintaining an accurate and current list showing the name, language, phone number and hours of availability of bilingual staff ;

(b) Contacting the appropriate bilingual staff member to interpret, in the event that an interpreter is needed, if an employee who speaks the needed language is available and is qualified to interpret;

(c) Obtaining an outside interpreter if a bilingual staff or staff interpreter is not available or does not speak the needed language.

Clear Message Interpreting Service has agreed to provide qualified interpreter services. The agency’s telephone number is 910-763-9268 and the hours of availability are 24/7.

Some LEP persons may prefer or request to use a family member or friend as an interpreter. However, family members or friends of the LEP person will not be used as interpreters unless specifically requested by that individual and after the LEP person has understood that an offer of an interpreter at no charge to the person has been made by the facility. Such an offer and the response will be documented in the person’s file. If the LEP person chooses to use a family member or friend as an interpreter, issues of competency of interpretation, confidentiality, privacy, and conflict of interest will be considered. If the family member or friend is not competent or appropriate for any of these reasons, competent interpreter services will be provided to the LEP person.

Children and other clients/patients/residents will not be used to interpret, in order to ensure confidentiality of information and accurate communication.

3. PROVIDING WRITTEN TRANSLATIONS

a) When translation of vital documents is needed, each unit in The Facility will submit
documents for translation into frequently-encountered languages to the Administrator.

Original documents being submitted for translation will be in final, approved form with updated and accurate legal and medical information.

(b) Facilities will provide translation of other written materials, if needed, as well as written notice of the availability of translation, free of charge, for LEP individuals.

(c) The Facility will set benchmarks for translation of vital documents into additional languages over time.

4. PROVIDING NOTICE TO LEP PERSONS

The Facility will inform LEP persons of the availability of language assistance, free of charge, by providing written notice in languages LEP persons will understand. At a minimum, notices and signs will be posted and provided in intake areas and other points of entry. Notification will also be provided through one or more of the following: local newspapers, radio and television stations, and/or community-based.

5. MONITORING LANGUAGE NEEDS AND IMPLEMENTATION

On an ongoing basis, The Facility will assess changes in demographics, types of services or other needs that may require reevaluation of this policy and its procedures. In addition, The Facility will regularly assess the efficacy of these procedures, including but not limited to mechanisms for securing interpreter services, equipment used for the delivery of language assistance, complaints filed by LEP persons, feedback from patients and community organizations, etc.

AYUDAS AUXILIARES Y SERVICIOS PARA LAS PERSONAS CON DISCAPACIDAD

辅助工具和为残疾人士服务

PHỤ TRỢ AIDS VÀ CÁC DỊCH VỤ CHO NGƯỜI KHUYẾT TẬT

보조 에이즈 및 장애인에 대 한 서비스

AUXILIAIRES ET DES SERVICES AUX PERSONNES AYANT UNE DÉFICIENCE

الإيدز مساعدة وخدمات للأشخاص ذوي الإعاقة

ВСПОМОГАТЕЛЬНЫЕ СРЕДСТВА И УСЛУГИ ДЛЯ ИНВАЛИДОВ

HILFSMITTEL UND DIENSTLEISTUNGEN FÜR MENSCHEN MIT BEHINDERUNGEN

सहायक एड्स और विकलांग व्यक्तियों के लिए सेवाएँ

PAB AIDS THIAB KEV PAB RAU NEEG PUAS CEV

સહાયક સાધનો અને અપંગ વ્યક્તિઓ માટે સેવાઓ

補助エイズ障害者のためのサービス

AUXILIARY AIDS ແລະການບໍລິການສໍາລັບຄົນພິ

AUXILIARY AIDS AT SERBISYO PARA SA MGA TAONG MAY KAPANSANAN

រងនិងសេវាសម្រាប់ជំងឺអេដស៍ជនពិការ

The Facility will take appropriate steps to ensure that persons with disabilities, including persons who are deaf, hard of hearing, or blind, or who have other sensory or manual impairments, have an equal opportunity to participate in our services, activities, programs and other benefits. The procedures outlined below are intended to ensure effective communication with patients/clients involving their medical conditions, treatment, services and benefits. The procedures also apply to, among other types of communication, communication of information contained in important documents, including waivers of rights, consent to treatment forms, financial and insurance benefits forms, etc. All necessary auxiliary aids and services shall be provided without cost to the person being served.

All staff will be provided written notice of this policy and procedure, and staff that may have direct contact with individuals with disabilities will be trained in effective communication techniques, including the effective use of interpreters.

1. Identification and assessment of need:

The Facility provides notice of the availability of and procedure for requesting auxiliary aids and services through notices in our handbooks, letters, and through notices posted in conspicuous places throughout the facility . When an individual self-identifies as a person with a disability that affects the ability to communicate or to access or manipulate written materials or requests an auxiliary aid or service, staff will consult with the individual to determine what aids or services are necessary to provide effective communication in particular situations.

2. Provision of Auxiliary Aids and Services:

The Facility shall provide the following services or aids to achieve effective communication with persons with disabilities:

A. For Persons Who Are Deaf or Hard of Hearing

(i) For persons who are deaf/hard of hearing and who use sign language as their primary means of communication, the facility Administrator is responsible for providing effective interpretation or arranging for a qualified interpreter when needed.

In the event that an interpreter is needed, the facility Administrator is responsible for:

(a) Maintaining a list of qualified interpreters on staff showing their names, phone numbers, qualifications and hours of availability ;

(b) Contacting the appropriate interpreter on staff to interpret, if one is available and qualified to interpret.

Clear Message Interpreting Service has agreed to provide interpreter services should a qualified interpreter not be available on staff. The agency’s/agencies’ telephone number(s) is/are 910 763 9268 and are available 24/7.

Communicating by Telephone with Persons Who Are Deaf or Hard of Hearing:

The Facility utilizes relay services for external telephone with TTY users. We accept and make calls through a relay service. The state relay service number is 800 735 2962.

(ii) For the following auxiliary aids and services, staff will contact the facility Administrator who is responsible to provide the aids and services in a timely manner:

Note-takers; computer-aided transcription services; telephone handset amplifiers; written copies of oral announcements; assistive listening devices; assistive listening systems; telephones compatible with hearing aids; closed caption decoders; open and closed captioning; telecommunications devices for deaf persons (TDDs); videotext displays; or other effective methods that help make aurally delivered materials available to individuals who are deaf or hard of hearing.

(iii) Some persons who are deaf or hard of hearing may prefer or request to use a family member or friend as an interpreter. However, family members or friends of the person will not be used as interpreters unless specifically requested by that individual and after an offer of an interpreter at no charge to the person has been made by the facility. Such an offer and the response will be documented in the person’s file. If the person chooses to use a family member or friend as an interpreter, issues of competency of interpretation, confidentiality, privacy and conflict of interest will be considered. If the family member or friend is not competent or appropriate for any of these reasons, competent interpreter services will be provided.

NOTE: Children and other residents will not be used to interpret, in order to ensure confidentiality of information and accurate communication.

B. For Persons Who are Blind or Who Have Low Vision

(i) Staff will communicate information contained in written materials concerning treatment, benefits, services, waivers of rights, and consent to treatment forms by reading out loud and explaining these forms to persons who are blind or who have low vision.

The following types of large print, taped, Braille, and electronically formatted materials are available:

Employment Application, Employment Information, Employee Handbook, Payroll Information, Work Comp information, all other employment paperwork that requires their understanding, signature or consent. Admissions agreement, Resident/Family handbook, resident grievance procedure, resident concern forms, Medicare/Medicaid eligibility information, Safety, HIPPA, OSHA, information that may be needed to maintain a safe environment. Resource information, such as, ombudsman, state agencies, federal agencies, Menu’s, Reading Material, Activity Material, Social Service Material, any other materials that the resident, family or employee requests that the facility deems important for the overall understanding of the operation of the facility, Any other documentation that requires a resident’s/family member’s understanding, signature or consent.

These materials may be obtained by contacting the facility Administrator .

(ii) For the following auxiliary aids and services, staff will contact the facility Administrator, who is responsible to provide the aids and services in a timely manner:

Qualified readers; reformatting into large print; taping or recording of print materials not available in alternate format; or other effective methods that help make visually delivered materials available to individuals who are blind or who have low vision. In addition, staff are available to assist persons who are blind or who have low vision in filling out forms and in otherwise providing information in a written format.

C. For Persons with Speech Impairments

To ensure effective communication with persons with speech impairments, staff will contact the facility Administrator, who is responsible to provide the aids and services in a timely manner:

Writing materials; typewriters; TDDs; computers; flashcards; alphabet boards; communication boards;) and other communication aids.

D. For Persons with Manual Impairments

Staff will assist those who have difficulty in manipulating print materials by holding the materials and turning pages as needed, or by providing one or more of the following:

Note-takers; computer-aided transcription services; speaker phones; or other effective methods that help to ensure effective communication by individuals with manual impairments. For these and other auxiliary aids and services, staff will contact the facility Administrator who is responsible to provide the aids and services in a timely manner.

SUMMARY:

ATTENTION: If you, or someone you are helping, have questions, you have the right to receive language or communication assistance in your language at no cost. Please contact the facility administrator for immediate assistance.

Spanish: Atencion: si usted oh alguien necesita ayuda, tiene alguna pregunta, usted tiene el derecho de recivir ayuda en su lenguage, y asistencia en su lenguage sin ningun costo! Porfavor contacte al administrador de la facilidad para asistencia inmediata.

Chinese: Chinese simplified. 注意：如果您或您正在帮助的人有问题，您有权免费使用您的语言获得语言或沟通协助。请立即联系设施管理员。

Vietnamese: Chú ý: Nếu bạn hoặc ai đó bạn đang giúp đỡ, có thắc mắc, bạn có quyền được ngôn ngữ hoặc hỗ trợ thông tin liên lạc trong ngôn ngữ của bạn miễn phí. Vui lòng liên hệ quản trị cơ sở hỗ trợ ngay lập tức.

Korean: 주의: 만약 당신이나 누군가 질문이 있거나 도움이 필요하다면, 당신에게는 당신의 언어로된 지원을 무료로 받을 권리가 있습니다. 빠른도움을 받고 싶다면 시설관리자에게 문의하십시오

French: ATTENTION: Si vous, ou quelqu’un que vous aidez, avez des questions, vous avez le droit de recevoir une aide linguistique ou de communication dans votre langue sans frais. Veuillez contacter l’administrateur de l’établissement pour obtenir de l’aide immédiate.

Arabic: تنبيه: إذا كنت انت أو شخص ما يريد المساعدة في الترجمة ، أو لديك أسئلة، يمكنك الاتصال دون أي تكلفة. الرجاء الاتصال بمسؤول المركز للحصول على المساعدة الفورية.

Hmong: XIM: Yog hais tias koj, los yog ib tug neeg uas koj pab, muaj lus nug, koj muaj txoj cai tau txais cov lus los yog kev sib txuas lus kev pab nyob rau hauv koj cov lus tsis muaj nqi. Thov tiv tauj qhov chaw khiav dej num rau tam sim ntawd kev pab.

Russian: ВНИМАНИЕ: Если вы, или кто-то вы помогаете, есть вопросы, вы имеете право на получение помощи языка или связи на вашем языке без каких-либо затрат. Пожалуйста, обратитесь к администратору объекта для немедленной помощи.

Tagalog: makinig : kung kayo , o isang na nagsisitulong sa inyo ay , ang tanong , kayo apos y mga matuwid ay pananalita o wika sa tulong na ang wika ay hindi sa halaga . ang pagkalapat mo na tagapamahala sa kagyat pagtulong .

Gujarati: ધ્યાન: તમે, અથવા કોઈ તમને મદદ કરવામાં આવે છે, પ્રશ્નો હોય, તો તમે કોઇ પણ ખર્ચ તમારી ભાષામાં ભાષા કે સંચાર સહાય પ્રાપ્ત કરવાનો અધિકાર હોય છે. તાત્કાલિક સહાય માટે સુવિધા સંચાલકનો સંપર્ક કરો.

Mon-Khmer, Cambodian: យកចិត្តទុកដាក់: ប្រសិនបើអ្នកឬនរណាម្នាក់ដែលអ្នកត្រូវបានគេជួយមានសំណួរ, អ្នកមានសិទ្ធិក្នុងការទទួលបានការទំនាក់ទំនងជាភាសាឬជំនួយក្នុងភាសារបស់អ្នកនៅក្នុងការចំណាយនោះទេ។ សូមទាក់ទងអ្នកគ្រប់គ្រងកន្លែងសម្រាប់ជំនួយបន្ទាន់។

German: ACHTUNG: Wenn Sie oder jemand, dem Sie helfen, Fragen haben, haben Sie das Recht, Sprach- oder Kommunikationsunterstützung in Ihrer Sprache ohne Kosten zu empfangen. Bitte kontaktieren Sie den Facility-Administrator umgehend.

Hindi: ध्यान दें: आप, या किसी को आप की मदद कर रहे हैं, प्रश्न हैं, तो आप कोई भी कीमत पर अपनी भाषा में भाषा या संचार सहायता प्राप्त करने का अधिकार है। तत्काल सहायता के लिए सुविधा व्यवस्थापक से संपर्क करें।

Laotian: ຄວນລະວັງ: ຖ້າຫາກວ່າທ່ານ, ຫຼືໃຜຜູ້ຫນຶ່ງທີ່ທ່ານກໍາລັງຊ່ວຍເຫຼືອ, ມີຄໍາຖາມ, ທ່ານມີສິດທີ່ຈະໄດ້ຮັບການພາສາຫຼືການຊ່ວຍເຫຼືອການສື່ສານໃນພາສາຂອງທ່ານໂດຍບໍ່ເສຍຄ່າ. ກະລຸນາຕິດຕໍ່ຜູ້ບໍລິຫານສະຖານທີ່ສໍາລັບການຊ່ວຍເຫຼືອທັນທີທັນໃດ.

Japanese: 注意：あなたまたはあなたが援助している人が質問をした場合、あなたは無料であなたの言語での言語またはコミュニケーション支援を受ける権利を持ちます。すぐに対応するには施設管理者に連絡してください。

We provide free communication services for anyone with a disability or who needs language assistance. We do not discriminate on the basis of race, color, national origin, sex, gender identity, age, or disability.

To receive language or communication assistance free of charge, please contact the facility administrator.

If you believe we have failed to provide a service, or think we have discriminated in another way, please contact us to file a grievance.

Christopher Sprenger, Manager
888 413 6811
[email protected]
You may file a civil rights complaint with the U. S. Department of Health and Human Services, Office for Civil Rights, at:

U.S. Department of Health & Human Services
200 Independence Avenue SW
Room 509F, HHH Building
Washington, DC 20201

Phone: 800 368 1019
TTY/TDD: 800 537 7697
Complaint Portal: https://ocrportal.hhs.gov/ocr/portal/lobby.jsf

Complaint Forms: http://www.hhs.gov/ocr/office/file/index.html