In the instance that DBI staff are unable to provide services to a resident, family member or prospective client directly due to a language barrier DBI will arrange translation services for the person to meet his or her needs.
To make services available to all effected parties and to be as “barrier-free” as possible. DBI will utilize adaptive technologies in order to ensure service availability to those who would otherwise be unable to access services.
To ensure availability of services to all residents, family members or prospective clients that may require assistance with the English language through interpretive services.
This policy applies to all DBI staff as needed.
a. When presented with a resident, family member or caller and a language barrier is identified the DBI employee shall utilize the Tele-language interpreter service to meet the needs of the individual.
b. Employees shall try to identify the language in which the person is speaking. The caller will then be placed on hold if it is a telephone call. .
c. The employee shall dial 1-800-514-9237 and provide the 5762 access number to the Tele-language representative.
d. Employee’s may also utilize the back-up Language Line Personal Interpreter Services at 1-888-808-9008 and provide the 19824723 pin number provided that the Tele-language line is not able to provide an interpreter for the caller’s language.
e. The employee will specify the desired language and put the interpreter on speaker phone or conference the non-English speaking caller on the line with the interpreter to proceed with the conversation.
f. At the end of each call the Customer Service Specialist(s) or Access center Clinician will announce the “End of Call” at the end of the interpretation.
g. If needed and requested by the resident, family member or clinical staff, the Program Director, or Clinical Director will schedule a live interpreter to be onsite to assist with face to face translation services as soon as possible at a time agreeable to both parties.
VI. QUALITY ASSURANCE:
The Detroit Behavioral Institute – Capstone Academy Quality Improvement Committee shall monitor adherence to the policy and procedures as one element of its overall quality assurance processes. The Detroit Behavioral Institute – Capstone Academy Policy and Procedure Manual is reviewed annually by the Detroit Behavioral Institute – Capstone Academy Quality Improvement Committee and is approved annually by the Board of Managers.
VII. COMPLIANCE WITH ALL APPLICABLE LAWS:
The Detroit Behavioral Institute – Capstone Academy is bound by all applicable federal, state and county laws, standards, provisions, rules, regulations, policies, and guidelines. These laws, standards, provisions, rules, regulations, policies, and guidelines include but not limited to all applicable Council On Accreditation (COA) Standards, State of Michigan Department of Human Service Bureau of Children & Adult Licensing Provisions, Juvenile Justice Service Standards and all United States Federal Regulations.
Title VI of Civil Rights Act of 1964, Section 504 of Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the US Department of Health and Human services issued pursuant to the Acts, Title 45 Code of Federal Regulations part 80,84, and 91.
III. H. 1. Tele-language Reference Card
III. H. 2. Phonetic Transliterations
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