Skip to Main Content

26-625 Ensuring Accessible Materials for Members with Disabilities

Date: 05/07/26

PPG responsibilities for providing member materials in alternative formats

Members with disabilities may request Plan materials in alternative formats they can use. Delegated participating physician groups (PPGs) have responsibilities to respond to these requests and support member access in accordance with applicable state compliance standards.

Alternative formats that may be requested

When a request is made, member materials must be provided in an appropriate alternative format. These may include:

  • Braille
  • Audio format
  • Large print (not smaller than 20-point Arial font)
  • Accessible electronic format, such as CD
  • Other auxiliary aides and services, as appropriate

Identifying a member’s format needs

PPGs should review the Eligibility Report to determine whether a member has an identified need for materials in an alternative format. This report also reflects the member’s preferred language and should be used to support timely and appropriate handling of requests.

Coverage of alternative format costs

The Plan covers the costs for alternative formats materials when both of the following are met:

  • The request is for Medi‐Cal Notice of Action letters.
  • Propio Translation, the Plan’s preferred vendor, is used.

Compliance, monitoring and tracking

The Plan monitors and documents member format selections to meet Department of Health Care Services (DHCS) requirements.

PPGs must maintain records of all Medi-Cal alternative format requests in accordance with record retention requirements. These records may be requested as part of annual audits or compliance reviews.

Need more information or assistance?

For more information on alternative format requirements, refer to the DHCS All Plan Letter 25-016 (PDF).

For questions about information contained in this update, contact Community Health Plan of Imperial Valley at
833-236-4141.

 

This information applies to Participating Physician Groups (PPGs).

This information applies to Medi-Cal in Imperial County.



Last Updated: 05/06/2026