CIVIL RIGHTS COMPLIANCE PLAN Children and Families DCF-F-155-E (R. 11/2017) Health Services F-00164 Workforce Development DETS-16706-E (R. 12/1/2013) Recipient Contact Information and Signature Page - APPENDIX A The same Recipient Contact Information and Signature Page previously completed for the CRC LOA should be used for the CRC Plan. Funding Relationship to DHS, DCF or DWD - APPENDIX B The same Funding Relationship to DHS, DCF or DWD form previously completed for the CRC LOA should be used for the CRC Plan. Funded Programs Checklist - APPENDIX C The same Funded Programs Checklist previously completed for the CRC LOA should be used for the CRC Plan. Data Collection Service Delivery Our agency has a system that records the following: The race, ethnicity, sex/gender, disability status, and primary language of participants/applicants (Self-identification by the applicant/participant is the preferred method of obtaining characteristic data) Yes No Number of potentially eligible or likely to be affected or encountered Yes No Number of LEP individuals encountered by phone vs. walk-in Yes No Language spoken and/or dialect of LEP participants Yes No Number of eligible LEP participants by separate programs and the frequency of encounters Yes No Interpretation needs and preferred language of LEP participants Yes No The number of times interpretation services were offered and provided to LEP individuals and the language group for the service Yes No The written translation of vital documents for LEP groups that meet the 5 percent or 1,000 threshold requirement Yes No Number of sign language interpretation requests received from deaf and hard of hearing participants Yes No Other accommodation requests and needs from participants with disabilities Yes No If you responded “No” to any of the above questions, describe your plan for addressing the requirement(s), including target dates for completion of milestones, below:
Function of an Equal Opportunity Coordinator and LEP Coordinator 1. Our Equal Opportunity Coordinator (EOC) and LEP Coordinator (LEPC) received or will receive civil rights training within two months of assuming duties. Indicate date EOC received CRC Training Indicate date LEPC received CRC Training Yes No 2. Our EOC and LEPC have the following responsibilities: a) Handling service delivery and language access complaints. Yes No b) Disseminating equal opportunity and language access information to provider staff and interested persons. Yes No c) Preparing equal opportunity and language access plans and reports. Yes No e) Monitoring, performing comprehensive compliance reviews, and evaluating equal opportunity and language access activities on a program-by-program basis for the entity. Yes No f) Monitoring and evaluating civil rights, cultural awareness, disability sensitivity, and language needs of entity staff and arranging training. Yes No g) Monitoring the records and files relative to the entity's civil rights program and ensuring that subrecipients are maintaining civil rights records. Yes No (h) Monitoring the civil rights compliance of funded subrecipients, if entity has any. Yes or N/A No (i) Meeting with the CEO, President, Director, or Administrator of the entity to provide input into policies and procedures to improve language access and equal opportunity in employment and service delivery. Yes or N/A No If you responded "No" to a question above, describe your plan for addressing this requirement, including target dates for completion, below:
8. Our entity uses the following methods for oral interpretation: A) Establish oral language assistance procedures for taking incoming calls from LEP persons and trained our receptionist and staff to use oral interpretation resources. Yes No Our agency hires bilingual staff who are proficient in the following languages that are present in our service area: (Circle all that apply) Spanish • Korean Hmong • Laotian Arabic • Polish French • Russian Chinese • Vietnamese German • Bosnian/Serbian/Croatian Pennsylvanian Dutch • Hindi Albanian • Tagalog Other languages: (Specify) Yes No C) Use a language line for languages not often used in the service area. Yes No D) Partner with other community organizations for paid or voluntary oral interpretation services. Yes No Use a telephone system that allows participants to access the appropriate staff who can assist them in getting information or services needed. Yes No Use inbound call center system with universal queue technology that provides callers with an alternative to waiting on hold when no agents are available. Yes No Use an inbound virtual queuing call center system that has the capacity for directing LEP language groups to directly access, perform similar functions as in the English menu, and/or the ability to leave messages in their language. Yes No Other: Specify 9. List methods used to communicate important benefit information to customers. Check all that apply: Video Television Web Sites Radio Posters Community Newspaper Voice Mail Messages Other: Specify Interactive Voice Response (IVR) If you responded "No" to a question above, describe your plan for addressing these requirements, including target dates for completion, below: Self-Evaluation of Accessibility to Programs and Services ACCESS ELEMENT