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• Currently have several bi- lingual staff (Spanish): Income Maintenance Intake & Review (10); CW Case Planning & Mgmt (1); Front Des IdSwitch boa rd/Call Center (3); CCTS (1) 2. Agency Information Line is available in English and Spanish (Note; The agency may use paid interpreters, qualified bilingual employees, rualified employees of other agencies or camnatnity resources. Telephone interpreter services should only be utilized as a back -up systerrr or where other language assistance options are unavailable.) 3. Interpreter Standards a, Those providing bilingual/interpretive services will meet the linguistic and cultural competency standards set forth below. The agency ensures that interpreters and self- identified bilingual staff are screened to ensure that the following standards are met before being used for interpreter services: i. Can fluently and effectively communicate in both English and the primary language of the LEP individual ii. Can accurately and impartially interpret to and from such languages and English iii_ Has a basic' knowledge of specialized terms and concepts used frequently in the provision of the agency's services iv. Demonstrates cultural competency V. Understands the obligation to maintain confidently Vi. Understands the roles of interpreters and the ethics associated with being an interpreter Describe how the agency ensures the competency of bilingual staff and interpreters: Interpreters attend interpreter competency workshops and wort; is periodically reviewed by a contracted 3rd party for the agency When staff members have reason to believe that an interpreter is not qualified or property trained to serve as an interpreter, the staff member must request another interpreter. 4. Using Family Members or Friends as Interpreters Attachment number 1 \n F -9 Page 166