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DHS

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Language Access

The District of Columbia Department of Human Services (DHS) is committed to ensuring that everyone can access information and services in a language they understand. This page provides key information and resources for community members, DHS staff, and DHS-funded grantees and contractors who serve individuals who are Limited English Proficient (LEP) or Non-English Proficient. (NEP)

 

What is Language Access?

Language access means providing free resources, such as interpretation services, document translation, and bilingual support, to our LEP and NEP customers. The goal is to ensure these individuals can still access DHS information, services, and programs despite language barriers.

DHS follows District law and federal civil rights rules that require agencies and their partners to serve customers in their preferred language.

Your Right to Free Language Help

If you have trouble speaking, reading, writing, or understanding English, you have the right to:

  • Ask for an interpreter at no cost to you.
  • Receive vital information and forms in your language when required.
  • Have staff explain services and decisions in a way you understand.

Customers should never be asked to bring their own interpreter or use a child or family member to interpret important information.  Additionally, LEP and or NEP customers should never be turned away because they request services in their preferred language.

How to Get Language Access Help from DHS

When you contact or visit DHS:

  • Tell the DHS representative what language you speak or point to your language on an “I Speak” card or language identification poster.
  • Ask for a phone interpreter if a bilingual staff person is not available.
  • Ask if translated documents are available in your language.

DHS staff, grantees, and contractors are expected to:

  • Offer interpretation services to customers.
  • Use approved interpreter and translation services.
  • Follow DHS language access policies when serving the public.

Tools to assist Limited English Proficient (LEP), and Non-English Proficient (NEP) customers at DHS locations

To help identify and serve customers in many languages, DHS and its partners use:

  • “I Speak” cards so you can show staff which language you prefer.

"I Speak Card Arabic”
"I Speak Card Chinese”
"I Speak Card French”
"I Speak Card Korean”
"I Speak Card Portuguese”
"I Speak Card Russian”
"I Speak Card Spanish”
"I Speak Card Tagalog”
"I Speak Card Vietnamese”
"I Speak Card Amharic”

  • Language ID posters at front desks and intake areas.

Language ID Desktop Poster
Language ID Card
 

  • Multilingual taglines on letters and forms that tell you language help is available for free. Staff and partner organizations should display these tools in public areas and ensure they are easy to access.

Taglines version 1 - “Help in your language”
Taglines version 2 - “Important notice”
Reference Guide: Outreach Event for Event Multilingual Taglines

Resources for DHS Staff, Grantees, and Contractors

This section is for people who work for DHS or provide services funded by DHS. You can use this page to:

Certification of grantee/contractor compliance with the DC Language Act of 2004 

The District of Columbia Department of Human Services (DHS) affirms its responsibility to follow the requirements set forth in the DC Language Access Act of 2004. In alignment with these statutory obligations, all DHS grantees, contractors, and any subcontractors operating under those agreements are required to comply fully with the Language Access Act. DHS will include a Certification of Contractor/Grantee Compliance with the DC Language Access Act of 2004 in all DHS contracts and grant agreements to ensure that all parties understand and acknowledge their compliance responsibilities.

Translation Requirements - Vital Documents

DHS and funded entities (grantees/contractors), your respective organization/program must translate vital documents. Vital documents must be translated into any language spoken by Limited English Proficient/Non- English Proficient (LEP/NEP) populations that constitute 3% or 500 individuals, whichever is less, of the population served or encountered, or likely to be encountered, by the covered entity or by its grantees and contractors.

What is a vital document? A vital document is defined as applications and their instructions, notices, complaint forms, legal contracts, correspondence, and outreach materials published by a covered entity in a paper or electronic format including but not limited to those which inform individuals about their rights and responsibilities or eligibility requirements for benefits and participation, as well as documents that pertain to the health and safety of the public.

Data Collection

The Act requires covered entities and their funded grantees/contractors to collect and report data quarterly on the demand for language assistance by LEP/NEP individuals, called encounters, to understand the linguistic needs of an organization or program. Encounters include interactions with both groups of people and individuals.

Outreach and Working with Communities

DHS and its partners work with community organizations and advocates to improve language access. This may include:

  • Sharing information at events in multiple languages.
  • Partnering with community-based organizations that serve immigrant and language communities.
  • Asking for feedback from customers and community groups about how well language access is working.

If your organization is funded by DHS, you may be asked to participate in outreach activities or share materials in multiple languages.

Required for Major Public contact agencies:

How to Share Concerns or File a Language Access Complaint

If you did not receive language assistance or believe you were treated unfairly because of your language, you can:

  • Ask to speak with a supervisor at the DHS site you visited.
  • Request help filing a language access complaint.
  • Submit a complaint form to the District’s Office of Human Rights (OHR).

Complaint forms are available in several languages and can be submitted online, in person, or by mail. DHS staff, grantees, and contractors must cooperate with language access investigations and follow any required corrective steps.

Training and Support (Coming Soon)

DHS offers training and guidance on how to provide language access, including:

  • Basic training for frontline staff and call center workers.
  • Specialized training for supervisors, program managers, and contract or grant managers.

Grantees and contractors can request help in understanding their language access requirements and in setting up simple systems for interpretation, translation, and data tracking.

DHS staff, contractors, and Grantees must complete the required annual mandatory Language access training.