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25-677 Use Language Assistance Program to Meet Members' Language Needs

Date: 07/11/25

Access the Language Assistance Program (LAP) to help members who need interpreter services

Language assistance regulations (28 CCR 1300.67.04, CIC 10133.8.11) require all California managed care plans and health insurers to provide language assistance to members. This service must be provided to those who have:

  • Limited English proficiency (LEP).
  • Limited reading skills.
  • Hearing impairments or are deaf.
  • Diverse cultural and ethnic backgrounds.

To comply with this requirement, Health Net, on behalf of CalViva Health, offers the Language Assistance Program (LAP). The Plan does not assign LAP responsibilities to hospitals. If a hospital cannot provide interpreter support for members, please contact the number on the member’s identification (ID) card.

Members have the right to file a grievance with the Plan and to file a discrimination complaint with the Office of Civil Rights if their language needs are not met.

Hospitals cannot:

  • Ask or require members to bring their own interpreter.
  • Rely on staff, other than qualified bilingual staff, to communicate directly with members with LEP.
  • Use a minor or attending adult to interpret or help with communication, except:
    • In an emergency where a qualified interpreter is not available. Note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstance.
    • If the member asks for the attending adult to interpret, that adult must agree 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.

Take a 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. The training programs are available at Think Cultural Health. OMH also has a no-cost, accredited maternal health care training available at Culturally and Linguistically Appropriate Services (CLAS) in Maternal Health Care. The Plan does not sponsor the OMH trainings.

The Institute for Healthcare Improvement has material and resources to improve language communication with patients. These are free for download at Ask Me 3: Good Questions for Your Good Health.

You can also access the Plan’s cultural competency training for providers at Cultural Competency Training. For information about interpreter services, cross-cultural communication and health literacy, contact the Health Equity Department by email or by phone at 800-977-6750.

Additional information

Providers are encouraged to access the provider portal for real-time information, including eligibility verification, claims status, prior authorization status, plan summaries, and more.

If you have questions regarding the information contained in this update, contact CalViva Health at 888-893-1569.

 

This information applies to Hospitals.

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



Last Updated: 07/10/2025