Please refer to the Statewide CAO Procedural Manual for Providing American Sign Language and Limited English Proficiency (LEP) Services to Clients for the process to use interpreters and transliterators. The manual can be found on the OIM Intranet website under the Statewide Procedures Manuals tab, American Sign Language and Limited English Proficiency manual or by clicking on this link: http://mydpw/cs/groups/webcontent/documents/document/p_035281.pdf.
Sometimes deaf and hearing-impaired clients do not use sign language. When that happens, the CAO needs to ask the client, in writing, what kinds of communication (besides writing things down) work for him or her. These types of communication may include Text Telephone (TTY), Telecommunication Device for the Deaf (TDD), or the Pennsylvania relay telephone service. Information about the Pennsylvania relay telephone service can be found at: http://relayservices.att.com/content/1/parelay.html. When a change is made in the type of communication used, it must be noted in the case record.
To make sure everyone follows DHS rules on deaf and hearing-impaired clients, each CAO must designate a Limited English Proficiency Coordinator (LEPC) and note that person’s name and classification. The CAO LEPC's responsibilities will include:
Help staff to identify clients who need language assistance.
Get certified language interpreters and transliterators and pay them for their services through the "General Invoice" process outlined in the Statewide CAO Procedural Manual for Providing American Sign Language and Limited English Proficiency (LEP) Services to Clients.
Have other forms of communication available besides certified language interpreters and transliterators.
Train caseworkers and other staff who may have face-to-face or phone contact with deaf and hearing-impaired clients.
The CAO must ensure that all employees are familiar with the requirements for providing American Sign Language and Limited English Proficiency (LEP) services to clients, how to access those services, and follow the guidance provided in the Statewide CAO Procedural Manual for Providing American Sign Language and Limited English Proficiency (LEP) Services to Clients.
For more information about communicating with deaf and hearing-impaired persons, see Appendix C, Desk Guide: Communicating with the Deaf and Hearing-Impaired.
Reissued May 7, 2014, replacing July 30, 2013