Practice Guidance for Obtaining and Using Interpretation Services
Clients MUST be provided an interpreter free of charge. In some cases, a client may feel more comfortable with a family member or friend interpreting on his or her behalf. If a client has been informed that the Cabinet for Health and Family Services (Cabinet/CHFS) or Division of Protection and Permanency (DPP) will provide an interpreter without charge but wants to use his or her own interpreter, the client's interpreter may be used, but staff must document the client's choice in the client file and using the Waiver of Interpreter Services - LEP form. When a client opts to use his or her own interpreter, a CHFS qualified interpreter must monitor the interaction whenever possible to ensure interpretation is accurate. Under no circumstances should a client be encouraged or required to provide his or her own interpreter or to use a child as an interpreter
If a document translation is needed, DPP staff will:
Review the SOP forms browser for frequently used forms already translated.
Complete the Translation Request Form
which is located on the Translation and Limited English Proficiency (LEP) Office resources page and e-mails it to the Language Access Section at firstname.lastname@example.org as well as copy the departmental contact for translation requests
; the document may also be mailed or faxed to the following location:
275 East Main Street, 5C-D
Frankfort, KY 40621
Telephone: (502) 564-7770
FAX: (502) 564-3129
Practice Guidance for Translation Requests
In-person interpreters cannot translate a written document, such as a safety plan, prevention plan, or aftercare plan from written English to another written language. They can only verbally translate an English written document to a client.
Do not use Google Translate or any other similar translation application.
Any time CHFS staff serves an LEP client or uses the services of an interpreter, information about that interaction is to be recorded on an online LEP Interaction Tracking Form. This online form also should be used when CHFS staff is unable to provide services due to language barriers. The online LEP interaction/LEP language access training is available from EEO Compliance Branch upon request.
If the document translation request is in regards to a substantiation letter, make sure that the date posted on the letter is the date it was mailed or hand delivered to ensure adherence to appropriate timeframes regarding the complaint process.
Utilizing office signs will help to provide meaningful services to a client with LEP.
Access signs and resources, such as "I speak" cards containing 38 languages or "Notice of Interpreter Sign", through the Translation and LEP Office Resources website.
Spoken language interpretive services are necessary when language barriers create communication challenges between Cabinet staff and clients. It is federally mandated that communication with individuals with LEP is as effective as communication with others. Free and consistent language interpretation services for persons with LEP are part of the Cabinet's ongoing commitment to quality service and response to the needs of a diverse client population.
All DPP staff can access spoken language interpreters through:
Accessing the CHFS qualified community partner interpreter directory at the Interpretation Resources website, to obtain in-person interpretation.1
Accessing the CHFS qualified staff interpreter directory at the Interpretation Resources website, for in-person interpretation, from staff in close proximity.1
Contacting the Language Access Section, the Cabinet's internal agency with oversight of the CHFS LEP program, for Spanish/English, telephonic interpretation at:
Contacting Language Services Associates, Interpretalk, the current CHFS telephonic interpretation vendor, to access interpretation services over the phone in over 266 languages, 24 hours a day, seven days a week.
DPP staff will dial 1-866-712-2324 to access Interpretalk. DPP staff will be prepared to provide the following to the coordinator:
Agency/Pin Code: D736;
Your name; and
If receiving a phone call from an LEP client, DPP staff will ask client to please hold for an interpreter. DPP staff will then make a three-way call using the above instructions for Interpretalk.
DPP staff pay for interpreter services by:
Obtaining the original invoice from the individual interpreter or interpreting service.
Uploading the invoice into the Kentucky Invoice Tracking System (KITS) for payment.
Directing any invoicing related questions to:
CHFS Payables Section
275 E. Main Street 4E-A
Frankfort Ky 40621
Telephone: (502) 564-8890
DPP staff may obtain a listing of qualified interpreters, including a list of Cabinet staff members qualified to interpret, and a listing of community partner interpreters, by contacting the Language Access Section for in-person interpretation services. DPP may also obtain this information through the Language Access Section, Interpretation Resources webpage.