8. Our entity uses the following methods for oral interpretation: A) Establish oral language assistance procedures for taking incoming calls from Yes No LEP persons and trained our receptionist and staff to use oral interpretation resources. Our agency hires bilingual staff who are proficient in the following languages Yes No that are present in our service area: (Circle all that apply) Spanish Korean • Hmong Laotian • Arabic Polish • French Russian • Chinese Vietnamese • German Bosnian/Serbian/Croatian • Pennsylvanian Dutch Hindi • Albanian Tagalog • Other languages: (Specify) C) Use a language line for languages not often used in the service area. Yes No D) Partner with other community organizations for paid or voluntary Yes No oral interpretation services. Use a telephone system that allows participants to access the appropriate staff Yes No who can assist them in getting information or services needed. Yes No Use inbound call center system with universal queue technology that provides callers with an alternative to waiting on hold when no agents are available. Use an inbound virtual queuing call center system that has the capacity for Yes No directing LEP language groups to directly access, perform similar functions as in the English menu, and/or the ability to leave messages in their language. Other: Specify 9. List methods used to communicate important benefit information to customers. Check all that apply: Video Television Web Sites Radio Posters Community Newspaper Voice Mail Messages Other: Specify Interactive Voice Response (IVR) If you responded "No" to a question above, describe your plan for addressing these requirements, including target dates for completion, below: Self-Evaluation of Accessibility to Programs and Services ACCESS ELEMENT
8. Our entity uses the following methods for oral interpretation: A) Establish oral language assistance procedures for taking incoming calls from LEP persons and trained our receptionist and staff to use oral interpretation resources. Yes No Our agency hires bilingual staff who are proficient in the following languages that are present in our service area: (Circle all that apply) Spanish • Korean Hmong • Laotian Arabic • Polish French • Russian Chinese • Vietnamese German • Bosnian/Serbian/Croatian Pennsylvanian Dutch • Hindi Albanian • Tagalog Other languages: (Specify) Yes No C) Use a language line for languages not often used in the service area. Yes No D) Partner with other community organizations for paid or voluntary oral interpretation services. Yes No Use a telephone system that allows participants to access the appropriate staff who can assist them in getting information or services needed. Yes No Use inbound call center system with universal queue technology that provides callers with an alternative to waiting on hold when no agents are available. Yes No Use an inbound virtual queuing call center system that has the capacity for directing LEP language groups to directly access, perform similar functions as in the English menu, and/or the ability to leave messages in their language. Yes No Other: Specify 9. List methods used to communicate important benefit information to customers. Check all that apply: Video Television Web Sites Radio Posters Community Newspaper Voice Mail Messages Other: Specify Interactive Voice Response (IVR) If you responded "No" to a question above, describe your plan for addressing these requirements, including target dates for completion, below: Self-Evaluation of Accessibility to Programs and Services ACCESS ELEMENT
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