office of professional development & engagement

Language Access Services Program

Introduction

As part of ensuring meaningful access to programs and services, the California Health and Human Services Agency (CalHHS) adopted a Language Access Policy on May 22, 2023, which requires each CalHHS department or office's programs to develop a Language Access Plan. The goal of this work is to ensure that CalHHS and its departments and offices provide meaningful access to information, programs, benefits, and services to people with limited English proficiency (LEP) and ensure that language is not a barrier to accessing vital health and social services.

This webpage, along with the links in the left-hand navigation, constitutes the California Department of Public Health's (CDPH) Language Access Plan. In developing this Plan, we reviewed our programs and services for the public, the ways we communicate with members of the public and the people we serve, and how we provide information and services in languages other than English.

Table of Contents

Language Access Requirements

In planning for how to provide meaningful language access moving forward, CDPH reviewed the following four factors for each of our programs:

Number or proportion of LEP persons eligible to be served or likely to be encountered by the program or service.

Frequency with which LEP individuals come into contact with the program.

Nature and importance of the program, activity, or service.

Resources available to our department and costs of language services.

We also considered the specific requirements in the CalHHS Language Access Policy and any other program-specific laws or requirements, including, but not limited to:

Title VI of the Federal Civil Rights Act of 1964 prohibits discrimination based on race, color, or national origin in any program or activity that receives federal funds or other federal financial assistance.

California’s Dymally-Alatorre Bilingual Services Act, as stated in Government Code Section 7290-7299.8, establishes minimum requirements for language access by requiring public agencies involved in furnishing information or rendering services to the public, to employ a sufficient number of qualified bilingual employees in public contact positions and requires certain written material to be translated into frequently encountered preferred languages.

Government Code Section 11135 prohibits discrimination on the basis of sex, race, color, religion, ancestry, national origin, ethnic group identification, age, mental disability, physical disability, medical condition, genetic information, marital status, or sexual orientation, be unlawfully denied full and equal access to the benefits, or be unlawfully subjected to discrimination under, any program or activity that is conducted, operated, or administered by the state or by any state agency, funded directly by the state, or receives any finance assistance from the state.

Americans with Disabilities Act Title II (ADA) of 1990 prohibits discrimination based on an individual’s disability in services, programs, and activities provided by state and local government entities.

Section 504 of the Rehabilitation Act states that “no qualified individual with a disability in the United States shall be excluded from, denied the benefits of, or be subjected to discrimination under” any program or activity that either receives federal financial assistance or is conducted by any executive agency.

California Civil Rights Act, also known as the Unruh Act of 1959, prohibits discrimination by agencies that receives state funds and requires them to provide equal access to benefits without regard to the individual’s race, color, national origin including language, or ethnic group identification among other classifications.

Please note that this plan does not address CDPH’s process for conducting or reporting on the biennial language survey required under the Dymally Alatorre Bilingual Services Act.

Providing Notice to People with LEP and Identifying Language Preference

This section includes how CDPH notifies the public about available language access services. Below is a check list of tools CDPH uses to notify the public of these services.

“I Speak” cards or posters at public reception desks.

Translated notices in public waiting areas in the following languages:

Spanish, Chinese, Tagalog, Vietnamese, and Korean.

Translated taglines on English language forms.

Translated taglines on department program websites.

Other: Social media post directed at LEP individuals in their languages.

CDPH utilizes intake forms to gather and document individuals' language preferences. These forms allow individuals to specify their preferred language for communication and assistance. By integrating this information into their data, the Department ensures that language needs are identified and addressed throughout interactions with the public and program participants.

Language Services

This section includes how the CDPH provides information and services in languages other than English.

Direct In-Language Communication

CDPH Office of Compliance maintains a current listing of certified bilingual employees on the CDPH intranet site to assist employees with language services. To secure direct in-language services from a CalHR certified bilingual employee to provide a member of the public assistance, please contact the supervisor of the bilingual employee for the bilingual employee’s assistance.

If a certified bilingual employee is not available for the requested language, CDPH utilizes over-the-phone interpretation services, available 24 hours a day, 7 days a week, 365 days a year to provide the requested language communication.

The Office of Professional Developments and Engagement’s (OPDE) Language Access Program Unit (LAPU) reviews the listing quarterly and works with the Office of Compliance to ensure timely updates. Bilingual employees on this list should not be used for written translations or oral interpretation and should only engage in direct in-language communication with members of the public.

Only certified bilingual employees are permitted to communicate with the public in languages other than English. CDPH managers and supervisors are responsible for ensuring the bilingual certification of their respective staff. To be certified, an employee must pass a bilingual fluency examination, that aligns with CalHR Human Resources Manual, Section 1003 – “Language Proficiency Scoring - Bilingual Position Qualification.” CDPH, as well as various organizations throughout the State, including private testing firms, universities, and community colleges provide language fluency testing services.

Interpretation

CDPH maintains an over the phone interpreter service, available 24 hours a day, 7 days a week, 365 days a year that provides access to over 170+ languages. CDPH staff can access this service by visiting the Bilingual Services section of the MyCDPH intranet site. CDPH maintains ASL interpreter services with a service provider. CDPH employees can request in-person interpretation services by contacting the LAPU at CDPHLanguageAccess@cdph.ca.gov.

Written Translations

CDPH maintains a written translation service with a service provider available to all programs within the Department. CDPH staff may access the service by contacting the LAPU at CDPHLanguageAccess@cdph.ca.gov.

Vital documents are paper or electronic written material that contains information that is critical for accessing CDPH programs or activities or is required by law. Examples of vital documents include, but are not limited to:

Translation of critical outreach materials explaining the availability of services

Program applications

Notices regarding eligibility or benefits

Notices about participant rights and responsibilities

Information about the availability of free language assistance services

Critical information regarding a declared state of emergency

Hearing notices

A list of vital documents is referenced at the end of the Language Access Policy.

The essential content on CDPH’s website contains information about CDPH and its programs and services; translated, at minimum, into the five threshold languages including taglines in the threshold languages advising of the availability of free oral interpretation services and written translations. The basic information also includes ASL video clips describing the Department and advising on the availability of free sign language interpretation services.

For written communication from LEP individuals in languages other than English, CDPH utilizes contractors to translate and assist in responding to written communications. This process includes identifying the individual’s preferred language, translating, and understanding the message, crafting simple, clear, and concise responses, reviewing for translation accuracy, providing responses, and offering addition free translation and interpretation services. CDPH employees can request assistance communicating with individuals in languages other than English by contacting the LAPU at CDPHLanguageAccess@cdph.ca.gov.

Training Employees

This section includes information on training CDPH employees to provide language access services to the public.

Training Plan

Public Facing Employees

Language access training will be provided to all current public-facing employees no later than December 1, 2024, and at least annually thereafter. New employees with duties that include public contact receive language access training within their first six months of employment.

Trainings are provided to ensure awareness of the availability, accessibility, and appropriate utilization of translation and interpreting Department resources. Training topics include:

Overview of CDPH and CalHHS Language Access Policy.
CDPH and CalHHS language access resources and designated points of contact.
How to identify the language needs of an LEP individual.
How to request interpretation and translation services.
How to work effectively with interpreters.

Non-Public Facing Employees

This section describes the CDPH’s plan for training employees who are not in public contact positions.

Trainings are provided to ensure awareness of the availability, accessibility, and appropriate utilization of translation and interpreting Department resources. Topics should include:

Overview of CDPH and CalHHS Language Access Policy including definitions of vital documents and how to identify vital documents.
CDPH and Agency language access resources and designated points of contact.
How to request interpretation and translation services.

Monitoring and Updating LAP

CDPH monitors the language access services and training and updates the Language Access Plan every two years. Continuous assessment ensures CDPH is compliant with the CalHHS Language Access Policy, and processes and procedures are providing the latest tools and resources available to deliver meaningful language access to members of the public and recipients of services.

CDPH monitors programs or processes to ensure implementation of details are included in the Language Access Plan. This process includes:

Assessing training effectiveness

Identification of training needs

Assessing employee awareness of language access policies and procedures

Assessing effectiveness of interpretation and translation services

Check-in with community partners and stakeholders

Tracking costs of providing language access services

Data collection

Identifying amount and type of language services (interpreter services, sight translations) available to consumers by programs

Every two years, CalHHS generates and updates the list of minimum threshold languages for the translation of vital documents and essential web content. Consistent with CalHHS Policy, the CDPH Language Access Plan is reviewed, revised if necessary, and resubmitted to CalHHS every two years. Revisions address any changes in the Title VI four-factor analysis; whether existing policies and procedures are meeting the needs of LEP individuals; whether employees are sufficiently trained; and whether identified resources for assistance are up-to-date, available, accessible, and viable.

Reevaluations incorporate, as appropriate, new programs, new legal requirements, additional vital documents, and community input on the Language Access Plan.

Complaint Process

Members of the public or recipients of services may direct complaints regarding language access to:

Complaint Process Contact Name: Rebecca Reader
Phone: 279-217-0843
Email: CDPHLanguageAccess@cdph.ca.gov

All public offices should post notices in conspicuous locations that advise Limited English Persons (LEP) of their right to access services in their native language at no cost. The notice should explain the complaint process and list the phone number and address of the Office of Professional Development & Engagement (OPDE), Language Access Program Unit (LAPU).

The Center/Division/Offices must immediately forward complaints from LEP concerning the availability of interpreters and/or translated materials to the LAPU at CDPHLanguageAccess@cdph.ca.gov. The LAPU will investigate and work to resolve all complaints.

Document List

The following is a list of CDPH vital documents. Included are the five languages required by the CalHHS Language Access Policy, and any other languages identified as threshold languages pursuant to analyses under Title VI, Dymally-Alatorre and program-specific language access laws.

Click here to see the full list of vital documents.

Department Programs and Services

Learn more about the Department's programs and services that help fulfill CDPH's mission to advance the health and well-being of California's diverse people and communities.