TAO Front End Staff Procedures for Clients with LEP
TAO Lobby Procedures
Transitional Assistance Office (TAO) staff are the first point of contact for walk-in clients and have a crucial role in helping to assess interpreter needs. If a client requests an interpreter or cannot communicate effectively in English, front end staff must:
- Refer the client to the Do You Need an Interpreter? poster or page of the Limited English Proficiency (LEP) Services Binder (available at every TAO), ”I Speak” card, or Visual Communication Board so the client can indicate the language they speak.
- Determine the best interpreter to use.
- If an HSA or other certified bilingual staff is available that can interpret for the client, then they are to be used.
- If there are no staff available that can interpret for the client, or if the language is unknown, then a phone interpreter must be used. To access a phone interpreter, see instructions in Accessing Telephonic Interpreters.
- If the client requires an American Sign Language (ASL) interpreter, the Video Remote Interpreter (VRI) can be used to connect a video interpreter without an appointment. Every TAO is equipped with VRI on demand. See instructions on how to use VRI in Using Video Interpreter Services.
- Provide the Things to Know While Waiting for an Interpreter instructions in the LEP Services Binder to clients in the appropriate language.
- Give the client the appropriate version of the Your Right to Interpreter Services brochure if they speak one of the following languages: English, Spanish, Chinese, Khmer, Vietnamese, Haitian Creole, Russian, or Portuguese.
- Determine the reason for the visit to the TAO by communicating with the client through the interpreter.
- Record the client’s name, the language requested and assign the client to the next available case manager following the TAO’s established procedures. Inform the case manager that a client with LEP is waiting.
TAO Switchboard Responsibilities
When a client calls a TAO and it is determined that interpreter services are needed, staff at the switchboard must access an interpreter by three-way call to determine the reason for the call. Once sufficient information has been obtained, the staff must forward the call to the appropriate TAO staff or otherwise follow established protocols for returning calls and escalating a case. If the client’s preferred language is unknown, the phone interpreter can also assist DTA staff in identifying the language needed.
Related Topics
Video Remote Interpreting (VRI) Room
American Sign Language (ASL) Protocols
Interpreter Services Policy and Procedures
Last Update: August 3, 2023