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21-502 Meet Members Language Needs with the Language Assistance Program

Date: 07/22/21

This information applies to Physicians, Participating Physician Groups (PPGs) and Ancillary providers.

This information applies to Medi-Cal in Fresno, Kings and Madera counties.

The Language Assistance Program (LAP) makes it easy for you to follow language service requirements

You can request free interpreter services for your patients:

Contact CalViva Health Member Services at the phone number on the member’s identification (ID) card or at 888-893-1569.
Send the request as soon as the appointment is made, but not less than five business days before the appointment.
Use phone interpreter services for same day appointments or when an in-person interpreter is not available.

Our LAP supports members who have limited English proficiency (LEP), have hearing impairment or have low vision. Our LAP requires contracted providers to adhere to the requirements outlined in this update.

Threshold languages information by county

Threshold languages for CalViva Health members are Spanish in Kings and Madera counties, and Spanish and Hmong in Fresno County.

Participating physician groups (PPGs) have access to members’ preferred spoken and written languages through the Eligibility Report and search under Provider Reports > Available Reports > Capitation. Individual and ancillary providers can get members’ language preferences by contacting the Provider Services Center.

Provider groups delegated for case management (CM) or utilization management (UM) may send any member information that needs translation to the member’s threshold language or alternate formats to Provider Services. We cannot accept scanned or faxed documents. Please follow these directions for materials sent for translation or an alternate format:

Send the material in a Word or unlocked PDF format.
Care plans must be documents at 6th grade reading level or below.
Send the member’s name, member ID, address and the document requested.

Learn about members’ demographics

In 2020, CalViva membership was 5% African American/Black, 1% American Indian/Alaska Native, 9% Asian/Pacific Islander, 62% Latino/Hispanic, 12% White/Caucasian and 11% unknown. Of this population, 34% were members with LEP. The top preferred non-English spoken languages were Spanish (31%), Hmong (2%) and Arabic (0.3%).

LAP FOR ALL PROVIDERS
Language assistance service or document	Explanation
Qualified interpreter services that comply with California requirements	In-person, video remote and phone interpreters are available. Phone interpreters are available in more than 150 languages 24/7 at no cost. Use of phone interpreters does not require advance notice. Interpreters can offer insights on common cultural communication issues. We also provide guidance on compliance with state requirements for the use of bilingual staff.
Sign language services	American Sign Language (ASL), Tactile, Certified Deaf, Pidgin Signed English (PSE) and Signed Exact English (SEE) interpreters are available.
Medical record documentation	Document the member’s language preference (including English) and the refusal or use of interpreter services in the member’s medical record.
Member grievance/complaint forms	Provide translated member grievance forms upon request (available in the Provider Library, select your line of business and search under Forms and References > Member Grievance/Complaint Form).

LAP FOR PPGs ONLY
Language assistance service or document	Explanation
Independent Medical Review (IMR) application	Locate translated IMR applications at the Department of Managed Health Care (DMHC) and provide to members upon request.
Non-discrimination notice and taglines	Include CalViva Health non-discrimination notice and taglines with information sent to all members (available in the Provider Library, select your line of business and search under Forms and References > Nondiscrimination Notice (CalViva) and Language Assistance Notice (CalViva Health)).
Translation services	UM or CM materials must be made available to members who have a preferred language or format listed on the Eligibility Report. If a member asks for a translation or another format of UM or CM materials, the provider must refer the member to the CalViva Health Member Services phone number on the member’s ID card. When Member Services receives the request, Health Net, on behalf of CalViva Health, will request the document from the PPG. The PPG must send the document within 48 hours. Refer to the threshold languages on page 1.

Ensure your language services meet standards

CalViva Health members with LEP must be provided with interpreter services. Health Net and CalViva Health do not delegate the provision of interpreter services to providers. We encourage you to use the interpreters available from CalViva Health. Members have the right to file a grievance with CalViva Health and to file a discrimination complaint with the Office of Civil Rights if their language needs are not met. CalViva Health’s LAP complies with Health Care Language Assistance Regulations.

Language services requirements	Prohibited language service practices
Make sure interpreters are available at no cost to members at the time of the appointment. Make sure members with LEP are not subject to unreasonable delays in the delivery of services, including accessing providers after hours. Extend the same program and activity to all members regardless of language preference. Provide services to members with LEP that are as effective as those provided to members without LEP. Record the member’s language needs, and request or refusal of interpreter services, in their medical record. Send requests for an alternate format or translation of UM or CM documents to Health Net within 48 hours of request from the member. Use interpreters or qualified bilingual staff to communicate with members with LEP. Provide translated member grievance forms upon request.	To ask or require members to bring their own interpreter. To rely on staff other than qualified bilingual staff to communicate directly with members. Use of a minor or attending adult to interpret or help with communication, except: In an emergency where a qualified interpreter is not available. You must note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstances. If the member asks for the attending adult to interpret, that adult must agrees to assist and the reliance on that adult is fitting. Note in the member’s medical record the reason for the use of an attending adult as an interpreter. Delay the appointment time due to no availability of interpreter services.

Language services requirements

Prohibited language service practices

Make sure interpreters are available at no cost to members at the time of the appointment.
Make sure members with LEP are not subject to unreasonable delays in the delivery of services, including accessing providers after hours.
Extend the same program and activity to all members regardless of language preference.
Provide services to members with LEP that are as effective as those provided to members without LEP.
Record the member’s language needs, and request or refusal of interpreter services, in their medical record.
Send requests for an alternate format or translation of UM or CM documents to Health Net within 48 hours of request from the member.
Use interpreters or qualified bilingual staff to communicate with members with LEP.
Provide translated member grievance forms upon request.

To ask or require members to bring their own interpreter.
To rely on staff other than qualified bilingual staff to communicate directly with members.
Use of a minor or attending adult to interpret or help with communication, except:
- In an emergency where a qualified interpreter is not available. You must note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstances.
- If the member asks for the attending adult to interpret, that adult must agrees to assist and the reliance on that adult is fitting. Note in the member’s medical record the reason for the use of an attending adult as an interpreter.
Delay the appointment time due to no availability of interpreter services.

Take cultural competency training

We urge all providers to take cultural competency trainings offered by the Office of Minority Health (OMH). OMH offers no-cost computer-based trainings to help providers better serve a diverse population. OMH also has a no-cost, accredited maternal health care training. CalViva Health and Health Net does not sponsor these trainings or materials.

The Institute for Healthcare Improvement has material and resources to improve language communication with patients. These are free for download.

You can also access Health Net’s cultural competency training for providers and PPG staff, or contact the Cultural and Linguistic Department for customized training to meet your needs.

Additional information

For more information about interpreter services, cross-cultural communication and health literacy, or to schedule training, refer to the resources below or contact the Cultural and Linguistic Department or by phone at 800-977-6750.

Resource	Provider Library Location
Non-English language identification poster	Forms and References > Language Identification Poster (CalViva Health)
Cultural and Linguistic Provider Tool Kit	Forms and References > Industry Collaboration Effort (ICE): Provider Tools to Care for Diverse Populations – (CalViva Health)
Interpreter Reference Card	Forms and References > Interpreter Service Quick Reference Card (CalViva Health)

Last Updated: 07/22/2021