The Department published its notice of proposed regulation changes pursuant to 29 Delaware Code Section 10115 in the December 2012 Delaware
Register of Regulations, requiring written materials and suggestions from the public concerning the proposed regulations to be produced by December 31, 2012 at which time the Department would receive information, factual evidence and public comment to the said proposed changes to the regulations.
DSSM 1009,
Procedures for Serving Non-English Speaking Clients Arranging Interpreter and Translation Services for [Non-English Speaking Clients Limited English Proficient Individuals] and
DSSM 1010,
Procedures for Serving Hearing Impaired Clients Arranging Services for [Clients Individuals] with Hearing Impairments: The language in DSSM §§ 1009 and 1010 is changed to People First and the titles are changed to more accurately reflect the activity performed. In addition, the outdated listing of contracted vendors is removed. Finally, procedure is removed from the manual.
Agency Response: The title of the policy is changed as below:
Agency Response: DSS offers interpreter services to individuals who have limited English proficiency. The policy is amended accordingly.
Agency Response: Interpreter services are offered to applicants/recipients and their representatives when they have a need for an interpreter. If an individual has his or her own interpreter the services of a DSS interpreter is not needed.
Agency Response: The standard of timely provision of interpreter services varies according to the needs of the individual in need. If an office interview is scheduled the individual's personal interpreter comes to the office with the individual or DSS arranges for an interpreter to be available at the time of the interview. Some offices have bi-lingual staff available on site who can interpret as needed. Interpreter services are also available via a phone call to a contracted vendor. It is rare that the vendor is not able to accommodate a request for real time interpretation.
Agency Response: The actual text of the policy states: “The receptionist will identify the need for services when the applicant or recipient arrives at the office." There is no reference to the physical appearance of an individual. The need is identified by verbal or written communication with the individual.
Agency Response: The title is changed to "Arranging Services for Individuals with Hearing Impairments"
Agency Response: The policy is amended as below.
Agency Response: DSS contracts with a vendor to communicate via TTY for those customers who have a TTY machine. Written communication is also used in addition to ASL interpreters. DSS is in the process of reviewing the contracts of current vendors to determine specifically what other auxiliary aids they provide. Negotiations for amendments to the contracts will take place if necessary.
Agency Response: The policy is amended as below to incorporate the suggested language.
Agency Response: Guidance for staff is more appropriately issued via internal documents. DSS will review appropriate information and formulate guidance that provides adequate direction for staff. In addition, DSS will make a subsequent change to policy if warranted.
THEREFORE, IT IS ORDERED, that the proposed regulation to amend the Division of Social Services Manual (DSSM) regarding Case Administration, specifically, Arranging Interpreter and Translation Services for Limited English Proficient Individuals and Arranging Services for Individuals with Hearing Impairments is adopted and shall be final effective February 10, 2013.
Non-English speaking clients who need an interpreter will be identified by the receptionist at the time of arrival. The receptionist will notify the unit supervisor who will make arrangements for a bilingual staff person to translate for the client.
This policy applies to
[applicants and recipients individuals] who have limited English proficiency and require the services of an interpreter
[or translator] to provide information to, or receive information from DSS.
DSS provides interpreter services to [non-English speaking clients limited English proficient individuals] who need an interpreter. The receptionist will identify the need for services when the
[applicant or recipient individual] arrives at the office. Bilingual staff or a contracted vendor will provide the services. A listing of contracted vendors is available in the Interpreter and Translation Services Administrative Notice.
The Division of Social Services will obtain sign language interpreters for the hearing impaired. Clients requiring the aid of an interpreter will be identified by the receptionist at the time of arrival. The receptionist will notify the unit supervisor who will make arrangements for a sign language interpreter to translate for the client.
This policy applies to [applicants and recipients individuals] who have a hearing impairment and require auxiliary aids or services to provide information to, or receive information from DSS.
DSS provides sign language interpreters [or other auxiliary aids] for
[applicants and recipients individuals] who have a hearing impairment. The receptionist will identify the need for services
[or auxiliary aids] when the
[applicant or recipient individual] arrives at the office. Use of these services
[or auxiliary aids] must be approved by the Supervisor.
A contracted vendor will provide the [individual with effective communication] services. A listing of contracted vendors is available in the Interpreter and Translation Services Administrative Notice.