Working with Clients Who Have

Limited English Proficiency (LEP)

Competencies

SW103-05

• Ability to identify when individuals may have Limited English Proficiency or be hearing impaired, and to access the services of qualified, appropriate interpreters and translators as necessary to communicate effectively with these individuals.

SW103-06

• Understands basic principles of interviewing using an interpreter.

Topics

Which clients are considered those with LEP

What the policy requirements are with respect to LEP clients

What needs to be done to ensure services are provided equitably

How to find and work with qualified interpreters and translators

Persons with LEP…

…are limited in their ability to read, write, or speak English, or have a limited ability to speak or read English well enough to understand and communicate effectively.

“

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Washington State Demographics

Language Spokenin the Home

Other18.6%

English81.4%

Scenario 1:What Should You Do?

• Family comes from Ukraine

• Boy always interprets for his mother

• Father, who is at work, does speak English

Scenario 2:What Should You Do?

• Father’s first language is Arabic

• He says that he speaks English well

• You are not sure he understands

Scenario 3:What Should You Do?

• Mother uses American Sign Language (ASL)

• Father and daughter both speak English

• Father offers to meet without the mother

Scenario 4:What Should You Do?

• You are meeting with a family with an interpreter

• Supervisor calls your cell

• There is an urgent situation

Provide verbal and written information to each LEP client in his or her own language…

…through certified or qualified interpreters and

translators.

…at no cost and without significant delay.

You are required to obtain interpreter and translator services:

Even if the client secures their own interpreter

When there is any question about communication, even if the client has not requested an interpreter

If the client is hearing-impaired and uses American Sign Language to communicate

Policy Requirements

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Abiding by Policy

Ask the client in which language he or she prefers to communicate.

Arrange interpreter and translation language services for LEP clients as needed.

Have important documents translated for the client in written form or by oral interpretation.

Ensure DSHS publications needed for the case are provided in the client’s primary language.

Documentation

Case Notes

When you use an interpreter

Basic Person Management Page

LEP

Preferred language

Hard Copy Case File

LEP

Documents provided to client

FamLink

Working with an Interpreter

Click here to watch Working with an Interpreter, a film by the Legal Services of New Jersey

Telephone Interpreter Services

Availability?

24/7

Directions & Codes?CA Intranet

(click here)

• Get an interpreter over the phone to communicate with the mother

• Ask for the father’s phone number

• Schedule an appointment where an interpreter will accompany you

• If needed, ask permission to proceed with the IFF

Scenario 1:Advice

Scenario 2:Advice

• Begin using an interpreter

• Get documents translated

Scenario 3:Advice

• Include the mother in the conversation

• Get an ASL interpreter when meeting with the family

Scenario 4:Advice

• Apologize to the family

• Explain that you will return

• Ask the interpreter to step out

RecapAsk what language the client speaks and arrange for an interpreter.

Document.

Never use a friend or relative as an interpreter.

Ask: Oral interpretations or written translations?

Know where you can find policies and procedures.

Questions?

1 Supervisor

2CA Intranet

LEP page

Policy & Practice banner

Don’t forget to complete the LEP section of your Field Manual!