WEBVTT

d0a9dfff-78b7-4cf7-859c-8427f4e83483-0
00:00:02.720 --> 00:00:07.327
We're so happy that you have
joined today's training on

d0a9dfff-78b7-4cf7-859c-8427f4e83483-1
00:00:07.327 --> 00:00:12.099
language, Excel, accessibility,
how to access translation

d0a9dfff-78b7-4cf7-859c-8427f4e83483-2
00:00:12.099 --> 00:00:12.840
services.

538f8d10-45ea-44df-be14-59dbeb50dcd3-0
00:00:12.840 --> 00:00:17.111
We hope that a lot of your
questions are going to be

538f8d10-45ea-44df-be14-59dbeb50dcd3-1
00:00:17.111 --> 00:00:18.320
answered today.

56df0241-1bda-42f4-a17d-65369884b0ef-0
00:00:18.320 --> 00:00:22.876
We know we've been getting a lot
of requests for this training,

56df0241-1bda-42f4-a17d-65369884b0ef-1
00:00:22.876 --> 00:00:27.360
so the day is here we're going
to get started and hopefully by

56df0241-1bda-42f4-a17d-65369884b0ef-2
00:00:27.360 --> 00:00:31.347
the end of this Webinars
training series, you will feel

56df0241-1bda-42f4-a17d-65369884b0ef-3
00:00:31.347 --> 00:00:35.690
more empowered about how to
access our translation services.

72f2b5c3-ae1d-45a5-8221-c1e000a68c46-0
00:00:35.690 --> 00:00:36.730
Next slide please.

da7525ba-1299-46ad-8f13-d2660b2c9f50-0
00:00:39.210 --> 00:00:42.450
So first thing we like to review
is the policy statement.

17907a04-c170-481c-95d9-3cf8696a7778-0
00:00:43.130 --> 00:00:47.603
It is the policy of the
Department of of Human Services,

17907a04-c170-481c-95d9-3cf8696a7778-1
00:00:47.603 --> 00:00:52.391
which we also call DHS, and the
Department of Healthcare and

17907a04-c170-481c-95d9-3cf8696a7778-2
00:00:52.391 --> 00:00:57.414
Family Services, which is also
called HFS, to prohibit national

17907a04-c170-481c-95d9-3cf8696a7778-3
00:00:57.414 --> 00:01:01.731
or origin discrimination as it
affects limited English

17907a04-c170-481c-95d9-3cf8696a7778-4
00:01:01.731 --> 00:01:04.400
proficient, which is LEP
persons.

c9bf58c3-e128-43b7-86ba-d641adf230c3-0
00:01:04.640 --> 00:01:09.912
DHS and HFS are committed to
improving the accessibility of

c9bf58c3-e128-43b7-86ba-d641adf230c3-1
00:01:09.912 --> 00:01:14.744
programs, services and
activities provided to eligible

c9bf58c3-e128-43b7-86ba-d641adf230c3-2
00:01:14.744 --> 00:01:20.280
LEP persons and this is also a
part of the Civil Rights Act of

c9bf58c3-e128-43b7-86ba-d641adf230c3-3
00:01:20.280 --> 00:01:20.720
1964.

a73b702d-d9ee-44f8-8bbd-84d2cc44b904-0
00:01:21.600 --> 00:01:26.103
This directive applies to the
DHS and HFS Central and Field

a73b702d-d9ee-44f8-8bbd-84d2cc44b904-1
00:01:26.103 --> 00:01:29.030
offices and to each of its
facilities.

245480bd-fe6e-4099-9369-6c9d63303f06-0
00:01:29.190 --> 00:01:33.793
DHS or HFS sponsor program
services and activities, so the

245480bd-fe6e-4099-9369-6c9d63303f06-1
00:01:33.793 --> 00:01:38.241
DHS and HFS must provide
language services at no cost to

245480bd-fe6e-4099-9369-6c9d63303f06-2
00:01:38.241 --> 00:01:42.767
the individual to ensure the
most effective communication

245480bd-fe6e-4099-9369-6c9d63303f06-3
00:01:42.767 --> 00:01:43.470
possible.

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-0
00:01:43.950 --> 00:01:47.621
The available services will
depend on the specific

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-1
00:01:47.621 --> 00:01:51.581
circumstances and may include,
but are not limited to,

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-2
00:01:51.581 --> 00:01:55.324
bilingual staff, adult
interpreters, translation of

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-3
00:01:55.324 --> 00:01:58.996
written materials and
notifications to LEP persons

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-4
00:01:58.996 --> 00:02:02.380
that interpretive and
translation services are

bc56ca9a-fd7c-4b7c-96ba-917bac0c1a7f-5
00:02:02.380 --> 00:02:03.819
available if needed.

d2366a64-1616-4755-8cf1-c98fe7ec1af0-0
00:02:04.060 --> 00:02:07.964
So we just wanted to review that
policy statement so that you all

d2366a64-1616-4755-8cf1-c98fe7ec1af0-1
00:02:07.964 --> 00:02:11.100
could be abreast to how these
things are rolled out.

b4b486f1-f166-44e1-8f44-8c986cf5d465-0
00:02:11.100 --> 00:02:11.980
Next slide please.

ef6ee732-e267-4802-abb9-f27051ed89d3-0
00:02:14.420 --> 00:02:18.865
Of course, with the provision of
services, the LEP individuals

ef6ee732-e267-4802-abb9-f27051ed89d3-1
00:02:18.865 --> 00:02:22.816
are provided meaningful access
to DHS and HFS programs,

ef6ee732-e267-4802-abb9-f27051ed89d3-2
00:02:22.816 --> 00:02:24.580
services, and activities.

2e75b202-f68e-4837-ac6e-bd81ed72c1a2-0
00:02:25.110 --> 00:02:29.686
Under no circumstances will
services to an LEP person be

2e75b202-f68e-4837-ac6e-bd81ed72c1a2-1
00:02:29.686 --> 00:02:34.664
denied or unnecessarily delayed
because of his or her limited

2e75b202-f68e-4837-ac6e-bd81ed72c1a2-2
00:02:34.664 --> 00:02:36.270
English proficiency.

b64ddd47-f22f-47a6-92d4-a07ac039d7b2-0
00:02:36.670 --> 00:02:39.977
There are two main ways the
state provides language

b64ddd47-f22f-47a6-92d4-a07ac039d7b2-1
00:02:39.977 --> 00:02:40.550
services.

b20c102b-b398-4ac5-9723-c12c94b38447-0
00:02:40.910 --> 00:02:45.349
There's the oral interpretation
method as well as the written

b20c102b-b398-4ac5-9723-c12c94b38447-1
00:02:45.349 --> 00:02:46.710
translation method.

fab27689-c713-4e71-9bb4-2e109d7e6275-0
00:02:47.110 --> 00:02:52.370
In some cases, language services
can be made available on an

fab27689-c713-4e71-9bb4-2e109d7e6275-1
00:02:52.370 --> 00:02:53.750
expedited basis.

4f61aac4-85f7-49a8-8da3-322a638d24f4-0
00:02:54.280 --> 00:02:58.652
In some cases, LEP individual
will be referred to another

4f61aac4-85f7-49a8-8da3-322a638d24f4-1
00:02:58.652 --> 00:03:02.120
source for language assistance
when possible.

5ef7c235-060c-4033-9f41-e8ff9e340b8c-0
00:03:02.720 --> 00:03:03.800
Next slide please.

3bcb0ee0-47c0-4745-840f-362046448a31-0
00:03:05.480 --> 00:03:09.781
Regarding the statewide task
force on Limited English

3bcb0ee0-47c0-4745-840f-362046448a31-1
00:03:09.781 --> 00:03:14.720
Proficient Patient Access to
Quality and Interpreter services

3bcb0ee0-47c0-4745-840f-362046448a31-2
00:03:14.720 --> 00:03:19.421
to provide recommendations
regarding access to quality and

3bcb0ee0-47c0-4745-840f-362046448a31-3
00:03:19.421 --> 00:03:23.722
interpreting services for
limited English proficiency

3bcb0ee0-47c0-4745-840f-362046448a31-4
00:03:23.722 --> 00:03:26.750
patients, May 19th, 2023 was
adopted.

efa688a6-1ec0-49b9-8d62-bf80b0e2ef10-0
00:03:26.950 --> 00:03:28.790
It was adopted by both houses.

2c612b92-2071-461d-9f67-52920981676f-0
00:03:29.310 --> 00:03:35.296
The agency lead for this task
force is IDPH and the legal

2c612b92-2071-461d-9f67-52920981676f-1
00:03:35.296 --> 00:03:37.670
authority is HJR 13103.

b2afc776-8138-4eaf-ac4d-b7a7ae88a967-0
00:03:37.870 --> 00:03:41.622
This information has been
provided to you also for your

b2afc776-8138-4eaf-ac4d-b7a7ae88a967-1
00:03:41.622 --> 00:03:43.030
reference and review.

d435e5fa-c03c-43e1-bf7e-4075fb57874b-0
00:03:43.270 --> 00:03:48.394
Next slide At this time I would
like to turn it over to my

d435e5fa-c03c-43e1-bf7e-4075fb57874b-1
00:03:48.394 --> 00:03:49.350
colleagues.

478a93d0-b086-446f-b120-b504964da866-0
00:03:50.670 --> 00:03:55.105
Miss Margaret Dunne is going to
review all the different nuances

478a93d0-b086-446f-b120-b504964da866-1
00:03:55.105 --> 00:03:58.450
and overview of our state
agencies, HFS and DHS.

dd391202-1d59-47d7-a599-cd2f5512fd2a-0
00:03:58.450 --> 00:04:03.130
Margaret, thank you Melishia for
that introduction.

ccbe4f7e-3e6f-4e35-af66-8700191f2498-0
00:04:04.410 --> 00:04:10.046
And now, first of all, I do want
to mention that DHS and HFS on

ccbe4f7e-3e6f-4e35-af66-8700191f2498-1
00:04:10.046 --> 00:04:14.449
their notices provides
information about language

ccbe4f7e-3e6f-4e35-af66-8700191f2498-2
00:04:14.449 --> 00:04:20.085
translation of the notice with
all communications that are sent

ccbe4f7e-3e6f-4e35-af66-8700191f2498-3
00:04:20.085 --> 00:04:21.230
to customers.

d7263423-800e-4a95-862d-6d76432ecac3-0
00:04:21.230 --> 00:04:25.813
15 languages are represented on
the notice and a phone number is

d7263423-800e-4a95-862d-6d76432ecac3-1
00:04:25.813 --> 00:04:28.070
listed for translation services.

8b6f7e56-a17f-41c8-9615-6486e739fb59-0
00:04:28.270 --> 00:04:32.510
So for this particular one, this
is an HFS notice.

b038d873-6ee3-4df3-80ea-11952babce59-0
00:04:32.510 --> 00:04:36.728
It's got our our logos here, all
kids, family care and moms and

b038d873-6ee3-4df3-80ea-11952babce59-1
00:04:36.728 --> 00:04:37.190
babies.

d3c6f4af-5513-4db0-bf1a-54bc0d471823-0
00:04:37.470 --> 00:04:41.270
And you can see here it does
list a translation number.

800e823f-8131-41c5-9540-1acf84d6f937-0
00:04:41.590 --> 00:04:44.744
So if an individual gets a
notice sent home, they're not

800e823f-8131-41c5-9540-1acf84d6f937-1
00:04:44.744 --> 00:04:45.630
sure what it is.

88aac1b2-7e12-4c71-ba7e-6894a1df89ad-0
00:04:46.700 --> 00:04:50.794
They can call that number and
have the information in the

88aac1b2-7e12-4c71-ba7e-6894a1df89ad-1
00:04:50.794 --> 00:04:52.700
notice translated for them.

30c11056-8d16-4977-96c6-15b2d6558255-0
00:04:54.620 --> 00:04:59.601
I did also want to point out
that both of our websites, both

30c11056-8d16-4977-96c6-15b2d6558255-1
00:04:59.601 --> 00:05:04.582
the HFS website and the DHS
website, can be translated right

30c11056-8d16-4977-96c6-15b2d6558255-2
00:05:04.582 --> 00:05:08.420
then and there to whatever
language is chosen.

74b9fad0-4e33-409e-b379-45e5c4ee820f-0
00:05:08.620 --> 00:05:14.149
At the top of the HFS website
there is this Select a language

74b9fad0-4e33-409e-b379-45e5c4ee820f-1
00:05:14.149 --> 00:05:19.768
drop down box and as you can see
we have quite a few languages

74b9fad0-4e33-409e-b379-45e5c4ee820f-2
00:05:19.768 --> 00:05:20.660
available.

1fb1c5ba-b38e-43f5-b4a9-df4516f85c74-0
00:05:20.660 --> 00:05:25.595
You click on that and then the
entire web page changes to that

1fb1c5ba-b38e-43f5-b4a9-df4516f85c74-1
00:05:25.595 --> 00:05:26.300
language.

022f03ad-5429-4550-abae-41a7b815de80-0
00:05:28.580 --> 00:05:33.027
We also have the same thing on
the DHS website, but that

022f03ad-5429-4550-abae-41a7b815de80-1
00:05:33.027 --> 00:05:36.460
indicator is at the bottom of
the DHS page.

e94d367c-90c8-4d25-ae15-1cb393dfa082-0
00:05:36.900 --> 00:05:41.660
Same drop down menu, all the
same languages represented.

234f8370-a1ce-472c-8459-f2131d22e817-0
00:05:41.660 --> 00:05:46.081
You'll just click on them and
then those DHS pages will be

234f8370-a1ce-472c-8459-f2131d22e817-1
00:05:46.081 --> 00:05:48.180
translated to that language.

84a42eaf-9967-456d-91d1-5741c532dfaf-0
00:05:51.220 --> 00:05:55.783
Now for individuals who are
deaf, hard of hearing or deaf

84a42eaf-9967-456d-91d1-5741c532dfaf-1
00:05:55.783 --> 00:05:59.874
and blind, we do have several
different numbers for

84a42eaf-9967-456d-91d1-5741c532dfaf-2
00:05:59.874 --> 00:06:00.740
assistance.

87d55f1f-6d7e-4863-94b3-d26dbbc44a5e-0
00:06:00.740 --> 00:06:04.753
For these individuals, we have
our customer helpline, that's

87d55f1f-6d7e-4863-94b3-d26dbbc44a5e-1
00:06:04.753 --> 00:06:07.977
that DHS helpline where
individuals can complete

87d55f1f-6d7e-4863-94b3-d26dbbc44a5e-2
00:06:07.977 --> 00:06:09.820
applications over the phone.

dc0313e5-348b-4341-9d94-ee4887c807fd-0
00:06:10.140 --> 00:06:12.500
They can complete
redeterminations.

c519291f-ebde-421b-bdf3-9848eba401fb-0
00:06:12.500 --> 00:06:17.060
They can also call for
assistance that is available

c519291f-ebde-421b-bdf3-9848eba401fb-1
00:06:17.060 --> 00:06:22.147
8:30 to 5:00 Monday through
Friday and that TTY number is

c519291f-ebde-421b-bdf3-9848eba401fb-2
00:06:22.147 --> 00:06:23.199
listed here.

28e9db8c-7d54-4cf0-8085-f620f2be37fc-0
00:06:24.880 --> 00:06:30.006
The next number is the all kids
hotline that is for medical only

28e9db8c-7d54-4cf0-8085-f620f2be37fc-1
00:06:30.006 --> 00:06:30.480
cases.

cfaa32b7-45e7-4f06-8a9e-36e627221025-0
00:06:31.200 --> 00:06:35.908
That hotline can also do
redeterminations, again for

cfaa32b7-45e7-4f06-8a9e-36e627221025-1
00:06:35.908 --> 00:06:41.239
medical only cases and give you
additional information that

cfaa32b7-45e7-4f06-8a9e-36e627221025-2
00:06:41.239 --> 00:06:46.569
those individuals are available
8:00 to 5:00 Monday through

cfaa32b7-45e7-4f06-8a9e-36e627221025-3
00:06:46.569 --> 00:06:50.390
Friday and the TTY number is
listed there.

3857967a-2d98-484f-a329-1297ec0ccaa7-0
00:06:50.870 --> 00:06:56.278
We also have a health benefits
hotline and that is for finding

3857967a-2d98-484f-a329-1297ec0ccaa7-1
00:06:56.278 --> 00:07:01.430
a provider specifically for our
fee for service population.

078ec369-cd2d-42f8-9b16-0cc24dab3872-0
00:07:01.790 --> 00:07:06.845
Because of course we have all of
our great MC OS for the rest of

078ec369-cd2d-42f8-9b16-0cc24dab3872-1
00:07:06.845 --> 00:07:11.667
the individuals we serve and all
of them provide interpretive

078ec369-cd2d-42f8-9b16-0cc24dab3872-2
00:07:11.667 --> 00:07:12.990
services as well.

c16bc890-0e6f-4440-9ac8-bd0ed93f9445-0
00:07:14.140 --> 00:07:17.913
And Lauren Polite, one of my
colleagues is going to talk

c16bc890-0e6f-4440-9ac8-bd0ed93f9445-1
00:07:17.913 --> 00:07:21.820
about the MCOS a little bit
later on in this presentation.

98f65404-4b9b-49c3-be17-7ea386da974b-0
00:07:23.420 --> 00:07:27.553
The state will secure or
purchase sign language

98f65404-4b9b-49c3-be17-7ea386da974b-1
00:07:27.553 --> 00:07:31.860
interpreter or computer aided
real time services.

57e0abbd-9031-4008-9634-267401b97ec6-0
00:07:32.540 --> 00:07:37.180
Staff cannot require the
individual to provide his or her

57e0abbd-9031-4008-9634-267401b97ec6-1
00:07:37.180 --> 00:07:39.580
own sign language interpreter.

df0978f3-da7d-43f6-b702-b1246d2084fb-0
00:07:40.090 --> 00:07:43.159
So when an individual goes to
the office, they don't need to

df0978f3-da7d-43f6-b702-b1246d2084fb-1
00:07:43.159 --> 00:07:44.770
bring a family member with them.

31adae8a-856c-4af1-a010-e4eb9c276149-0
00:07:45.170 --> 00:07:50.559
We cannot require that we have
to provide those services to the

31adae8a-856c-4af1-a010-e4eb9c276149-1
00:07:50.559 --> 00:07:51.570
individuals.

bf7054ac-4f11-4a6a-9db0-1a6f756f07af-0
00:07:53.450 --> 00:07:59.128
Now, as far as identifying when
an individual needs interpretive

bf7054ac-4f11-4a6a-9db0-1a6f756f07af-1
00:07:59.128 --> 00:08:04.718
services, we do have an intake
staff person in every office and

bf7054ac-4f11-4a6a-9db0-1a6f756f07af-2
00:08:04.718 --> 00:08:09.960
we try to have that be somebody
that has a language that is

bf7054ac-4f11-4a6a-9db0-1a6f756f07af-3
00:08:09.960 --> 00:08:15.114
common in that particular
geographic location, English, as

bf7054ac-4f11-4a6a-9db0-1a6f756f07af-4
00:08:15.114 --> 00:08:20.530
well as the identified language
for that geographic location.

ab3fb8c5-6b26-4ec3-936b-f6dc2075a55b-0
00:08:21.570 --> 00:08:26.302
And it is the responsibility of
that person to determine the

ab3fb8c5-6b26-4ec3-936b-f6dc2075a55b-1
00:08:26.302 --> 00:08:30.568
language services that the
limited English proficiency

ab3fb8c5-6b26-4ec3-936b-f6dc2075a55b-2
00:08:30.568 --> 00:08:31.810
person requires.

9d502de0-909f-4930-b76a-eb0fd26449f8-0
00:08:33.150 --> 00:08:38.400
If the language needs of that
person are not readily apparent,

9d502de0-909f-4930-b76a-eb0fd26449f8-1
00:08:38.400 --> 00:08:43.235
we do have both a poster that
should be easily displayed,

9d502de0-909f-4930-b76a-eb0fd26449f8-2
00:08:43.235 --> 00:08:48.402
easily seen within the office
and the individual can use that

9d502de0-909f-4930-b76a-eb0fd26449f8-3
00:08:48.402 --> 00:08:52.070
poster to point to what language
they need.

34ab1618-fbb3-461c-afe2-0d199affda0e-0
00:08:52.470 --> 00:08:57.774
We also have flash cards at the
front desk which the limited

34ab1618-fbb3-461c-afe2-0d199affda0e-1
00:08:57.774 --> 00:09:02.818
English proficient individual
can identify their language

34ab1618-fbb3-461c-afe2-0d199affda0e-2
00:09:02.818 --> 00:09:03.340
needs.

5d58a8d3-e182-4b2e-9a85-72adc09d937a-0
00:09:05.260 --> 00:09:10.377
At each facility or work site
where individuals are served,

5d58a8d3-e182-4b2e-9a85-72adc09d937a-1
00:09:10.377 --> 00:09:15.495
DHS posts in a conspicuous
location advisory notices, which

5d58a8d3-e182-4b2e-9a85-72adc09d937a-2
00:09:15.495 --> 00:09:20.527
are translated into the various
language languages used by

5d58a8d3-e182-4b2e-9a85-72adc09d937a-3
00:09:20.527 --> 00:09:25.730
individuals that DHS serves and
that language identification

5d58a8d3-e182-4b2e-9a85-72adc09d937a-4
00:09:25.730 --> 00:09:30.336
poster, indicating that free
interpreter services are

5d58a8d3-e182-4b2e-9a85-72adc09d937a-5
00:09:30.336 --> 00:09:35.539
available to all individuals
that are looking for assistance

5d58a8d3-e182-4b2e-9a85-72adc09d937a-6
00:09:35.539 --> 00:09:38.440
and trying to apply for
benefits.

856efec0-adb5-4848-99d8-72f1822a9729-0
00:09:39.960 --> 00:09:44.092
There's also a telephone number
to call to file a complaint if

856efec0-adb5-4848-99d8-72f1822a9729-1
00:09:44.092 --> 00:09:47.830
the individual believes he or
she has been discriminated

856efec0-adb5-4848-99d8-72f1822a9729-2
00:09:47.830 --> 00:09:50.519
against, and that number is also
posted.

85466ad3-ec24-43c9-9b1a-5dd7e4ed11e8-0
00:09:51.970 --> 00:09:56.994
DHS also post, in a conspicuous
location advisory notices that

85466ad3-ec24-43c9-9b1a-5dd7e4ed11e8-1
00:09:56.994 --> 00:10:01.939
interpreters shall comply with
all state and federal statutes

85466ad3-ec24-43c9-9b1a-5dd7e4ed11e8-2
00:10:01.939 --> 00:10:04.970
and other confidentiality
provisions.

9e791c13-71f4-4e6a-b2c6-3e959ac893f3-0
00:10:05.290 --> 00:10:10.566
So when we contract with these
interpreter agencies, they do

9e791c13-71f4-4e6a-b2c6-3e959ac893f3-1
00:10:10.566 --> 00:10:15.324
have to sign paperwork saying
that they understand the

9e791c13-71f4-4e6a-b2c6-3e959ac893f3-2
00:10:15.324 --> 00:10:20.687
confidentiality and the nature
of the information they may be

9e791c13-71f4-4e6a-b2c6-3e959ac893f3-3
00:10:20.687 --> 00:10:21.380
hearing.

12b6d45b-5729-42a0-8987-5bdf5c9921ff-0
00:10:21.700 --> 00:10:28.184
So don't worry that individual's
information will be out there or

12b6d45b-5729-42a0-8987-5bdf5c9921ff-1
00:10:28.184 --> 00:10:31.820
made available to other
individuals.

dec8e27c-562c-44e2-a82a-f925fc17a19c-0
00:10:31.820 --> 00:10:36.302
It is a matter of private
conversation between the

dec8e27c-562c-44e2-a82a-f925fc17a19c-1
00:10:36.302 --> 00:10:42.014
customer that is limited English
proficient, the interpreter and

dec8e27c-562c-44e2-a82a-f925fc17a19c-2
00:10:42.014 --> 00:10:44.300
the DHS or HFS caseworker.

7352b00d-7836-44c8-a4dd-2d0e9adf3592-0
00:10:46.570 --> 00:10:51.167
Some additional information as
far as the responsibilities of

7352b00d-7836-44c8-a4dd-2d0e9adf3592-1
00:10:51.167 --> 00:10:55.690
the office and the state as far
as providing these services.

de096c2c-6863-4c22-a67a-da15952f4257-0
00:10:56.250 --> 00:11:00.227
Within one hour of determining
that an individual needs

de096c2c-6863-4c22-a67a-da15952f4257-1
00:11:00.227 --> 00:11:04.774
interpreter services, we do have
to determine if those services

de096c2c-6863-4c22-a67a-da15952f4257-2
00:11:04.774 --> 00:11:08.610
can be provided within a
reasonable time on that day.

b9db9b26-a56f-43d9-af4b-154c84031492-0
00:11:08.690 --> 00:11:13.270
So when that individual walks
into the office or calls one of

b9db9b26-a56f-43d9-af4b-154c84031492-1
00:11:13.270 --> 00:11:17.998
our phone lines, the reasonable
timing means that a person will

b9db9b26-a56f-43d9-af4b-154c84031492-2
00:11:17.998 --> 00:11:22.726
not have to wait longer than any
other people that are applying

b9db9b26-a56f-43d9-af4b-154c84031492-3
00:11:22.726 --> 00:11:25.459
for or currently receiving
benefits.

61747b9f-d2de-4e9e-8a9b-eb4ee878b281-0
00:11:25.900 --> 00:11:29.795
So that limited English
proficient individual should not

61747b9f-d2de-4e9e-8a9b-eb4ee878b281-1
00:11:29.795 --> 00:11:34.168
have to have a longer wait time
than any of the other customers

61747b9f-d2de-4e9e-8a9b-eb4ee878b281-2
00:11:34.168 --> 00:11:35.740
that are in the office.

258e4cd1-b537-4e1d-bce4-26050924ce7a-0
00:11:36.460 --> 00:11:40.659
If bilingual services cannot be
provided within a reasonable

258e4cd1-b537-4e1d-bce4-26050924ce7a-1
00:11:40.659 --> 00:11:44.789
time on that day, the State will
provide the person with an

258e4cd1-b537-4e1d-bce4-26050924ce7a-2
00:11:44.789 --> 00:11:48.300
appointment when those services
will be available.

e7cbc456-e3cb-483e-be32-6c14b0684196-0
00:11:50.100 --> 00:11:54.700
All time frames are established
starting with the first day of

e7cbc456-e3cb-483e-be32-6c14b0684196-1
00:11:54.700 --> 00:11:59.009
contact between that Limited
English proficient person and

e7cbc456-e3cb-483e-be32-6c14b0684196-2
00:11:59.009 --> 00:11:59.740
the State.

10fc8f79-ec76-4ba9-b072-80e15fa759ca-0
00:12:01.260 --> 00:12:04.814
Limited English proficient
individuals are not penalized

10fc8f79-ec76-4ba9-b072-80e15fa759ca-1
00:12:04.814 --> 00:12:07.620
because appointments need to be
rescheduled.

2bfea697-dccf-4d7a-9049-0a3b51aaa9b4-0
00:12:08.410 --> 00:12:12.878
So as far as time frames, if we
do not have a staff person

2bfea697-dccf-4d7a-9049-0a3b51aaa9b4-1
00:12:12.878 --> 00:12:16.816
available that speaks the
language that's needed or

2bfea697-dccf-4d7a-9049-0a3b51aaa9b4-2
00:12:16.816 --> 00:12:21.360
interpreter services that speaks
that language, causing the

2bfea697-dccf-4d7a-9049-0a3b51aaa9b4-3
00:12:21.360 --> 00:12:26.282
individual to miss deadlines or
redetermination dates, that will

2bfea697-dccf-4d7a-9049-0a3b51aaa9b4-4
00:12:26.282 --> 00:12:27.569
not be penalized.

bcc632e8-80d7-48ba-85b8-aa17fa430a5e-0
00:12:27.570 --> 00:12:31.494
That individual will not be
penalized for not having those

bcc632e8-80d7-48ba-85b8-aa17fa430a5e-1
00:12:31.494 --> 00:12:33.290
services available to them.

9890aa4d-4998-460d-a49f-23e56af6a7b4-0
00:12:34.890 --> 00:12:40.178
Only DHS employees or a person
from a qualified interpreter

9890aa4d-4998-460d-a49f-23e56af6a7b4-1
00:12:40.178 --> 00:12:45.731
services can translate minors,
individuals under the age of 18

9890aa4d-4998-460d-a49f-23e56af6a7b4-2
00:12:45.731 --> 00:12:48.200
cannot be used to interpret.

00a5d6d7-80f6-418f-bfb6-9842723e7cb2-0
00:12:48.560 --> 00:12:53.212
We also cannot ask people in the
waiting room to help that

00a5d6d7-80f6-418f-bfb6-9842723e7cb2-1
00:12:53.212 --> 00:12:54.080
individual.

5e49cef5-b33a-4c5e-81c7-d7820cdb12ec-0
00:12:54.080 --> 00:12:58.393
Again, it is a responsibility of
the state to provide those

5e49cef5-b33a-4c5e-81c7-d7820cdb12ec-1
00:12:58.393 --> 00:12:59.040
services.

526f01a8-0499-4371-bac6-f36cd4190e3e-0
00:12:59.480 --> 00:13:03.480
We are not expecting individuals
that come in to provide an

526f01a8-0499-4371-bac6-f36cd4190e3e-1
00:13:03.480 --> 00:13:04.880
interpreter for them.

dfa7288f-0829-4276-a969-f1f0681db500-0
00:13:07.680 --> 00:13:11.920
This is an awesome, awesome
resource that we have.

2c68f21c-0f80-4968-9625-db321d7da367-0
00:13:12.520 --> 00:13:17.226
The Immigrant Family Resource
Program is a partnership between

2c68f21c-0f80-4968-9625-db321d7da367-1
00:13:17.226 --> 00:13:22.157
the Illinois Department of Human
Services, the Illinois Coalition

2c68f21c-0f80-4968-9625-db321d7da367-2
00:13:22.157 --> 00:13:25.968
for Immigrant and Refugee
Rights, I Serve and also

2c68f21c-0f80-4968-9625-db321d7da367-3
00:13:25.968 --> 00:13:30.899
community based organizations to
provide assistance to low income

2c68f21c-0f80-4968-9625-db321d7da367-4
00:13:30.899 --> 00:13:35.232
immigrants in order to access
public benefits and link to

2c68f21c-0f80-4968-9625-db321d7da367-5
00:13:35.232 --> 00:13:37.250
appropriate Human Services.

ff5aa368-163d-4fa3-974d-1e68fea45a02-0
00:13:37.690 --> 00:13:41.521
ISER does administer this
program through a network of

ff5aa368-163d-4fa3-974d-1e68fea45a02-1
00:13:41.521 --> 00:13:43.890
community based partner
agencies.

6bbd436f-1576-4790-ad45-afa60747aaa2-0
00:13:44.370 --> 00:13:49.281
Currently, there's 59 different
partner agencies and those

6bbd436f-1576-4790-ad45-afa60747aaa2-1
00:13:49.281 --> 00:13:54.609
agencies are expected to provide
interpretation and translation

6bbd436f-1576-4790-ad45-afa60747aaa2-2
00:13:54.609 --> 00:13:59.354
services for those limited
English proficient immigrants

6bbd436f-1576-4790-ad45-afa60747aaa2-3
00:13:59.354 --> 00:14:04.099
and refugees that are seeking to
apply for or in meeting

6bbd436f-1576-4790-ad45-afa60747aaa2-4
00:14:04.099 --> 00:14:09.427
requirements of public benefits
such as TANF, SNAP, Medicaid or

6bbd436f-1576-4790-ad45-afa60747aaa2-5
00:14:09.427 --> 00:14:10.260
childcare.

af5bd5b5-3607-4756-86f9-67852c850885-0
00:14:11.860 --> 00:14:16.220
Those partners are also expected
to provide outreach and

af5bd5b5-3607-4756-86f9-67852c850885-1
00:14:16.220 --> 00:14:20.504
community education to educate
the respective immigrant

af5bd5b5-3607-4756-86f9-67852c850885-2
00:14:20.504 --> 00:14:25.324
communities on public benefits
and other Human Services within

af5bd5b5-3607-4756-86f9-67852c850885-3
00:14:25.324 --> 00:14:27.160
that language community.

67d5d4bd-ed5f-4197-a343-06aaa5973eb2-0
00:14:28.480 --> 00:14:33.311
Those partner agencies are also
expected to provide case

67d5d4bd-ed5f-4197-a343-06aaa5973eb2-1
00:14:33.311 --> 00:14:38.398
management services, which might
include needs, assessment,

67d5d4bd-ed5f-4197-a343-06aaa5973eb2-2
00:14:38.398 --> 00:14:43.823
benefits screenings, assistance
with benefits applications, and

67d5d4bd-ed5f-4197-a343-06aaa5973eb2-3
00:14:43.823 --> 00:14:46.960
linkages to appropriate DHS
offices.

5d73fecd-6100-43d9-91b0-b8ffc7fbf718-0
00:14:48.300 --> 00:14:53.478
So again, an awesome resource
and agencies or specific to

5d73fecd-6100-43d9-91b0-b8ffc7fbf718-1
00:14:53.478 --> 00:14:58.389
different populations of
immigrants such as the Polish

5d73fecd-6100-43d9-91b0-b8ffc7fbf718-2
00:14:58.389 --> 00:15:03.300
American Association or the Arab
American Association.

67b4abca-81de-4df2-99ec-615d0feee061-0
00:15:03.300 --> 00:15:08.287
Again, many, many, many
organizations partner with DHS

67b4abca-81de-4df2-99ec-615d0feee061-1
00:15:08.287 --> 00:15:13.820
and the Illinois Coalition for
Immigrant and Refugee Rights.

9ec4bcb1-331c-4f0e-ad84-4be62cccbacb-0
00:15:16.010 --> 00:15:20.819
And now I am going to turn it
over to Lauren Polite for

9ec4bcb1-331c-4f0e-ad84-4be62cccbacb-1
00:15:20.819 --> 00:15:24.770
discussion of the managed care
organizations.

27f6d185-e8b6-436c-82a2-2ba7ffaf2fd4-0
00:15:27.290 --> 00:15:28.250
Thank you, Margaret.

698a3fa2-51dc-44c0-9f2a-0cb7fd62f743-0
00:15:29.570 --> 00:15:30.650
Thank you so much.

461ead96-e110-405a-b427-ecd2329c7da3-0
00:15:30.650 --> 00:15:33.410
That's wonderful information.

c9f1e1f2-0cac-4d04-99bd-6fc534ca5c74-0
00:15:34.290 --> 00:15:39.491
So as we know, about 80% of our
Medicaid population is enrolled

c9f1e1f2-0cac-4d04-99bd-6fc534ca5c74-1
00:15:39.491 --> 00:15:41.930
in managed care organizations.

88ca6246-43df-494a-ab51-074271663d30-0
00:15:42.650 --> 00:15:46.916
So I'm going to provide
information on how to access

88ca6246-43df-494a-ab51-074271663d30-1
00:15:46.916 --> 00:15:49.090
services through the MC OS.

6972bce3-ba6a-4acc-b727-b8f24b5b2c88-0
00:15:49.330 --> 00:15:50.090
Next slide.

b3f599e6-e380-40ee-96a6-e1d94dd82469-0
00:15:53.050 --> 00:15:57.594
So there are three key
provisions in the managed care

b3f599e6-e380-40ee-96a6-e1d94dd82469-1
00:15:57.594 --> 00:16:01.970
organization contracts that
require these services.

0fe4aa83-3033-4dcd-a4b0-9bbde4c12b01-0
00:16:01.970 --> 00:16:04.210
So they are contractually
required.

ea6c313e-1055-432b-a672-e1eb0f9e89ce-0
00:16:05.450 --> 00:16:10.302
And so the first one is
interpretive services and this

ea6c313e-1055-432b-a672-e1eb0f9e89ce-1
00:16:10.302 --> 00:16:15.066
is with respect to oral
interpretation services, they

ea6c313e-1055-432b-a672-e1eb0f9e89ce-2
00:16:15.066 --> 00:16:20.536
are always available free of
charge in all languages and it's

ea6c313e-1055-432b-a672-e1eb0f9e89ce-3
00:16:20.536 --> 00:16:25.564
to anyone really sort of
potential enrollee, prospective

ea6c313e-1055-432b-a672-e1eb0f9e89ce-4
00:16:25.564 --> 00:16:30.770
enrollee, primarily current
enrollees who need assistance.

c5e8f35d-16e1-49ab-bd3f-2afa82dd638d-0
00:16:32.130 --> 00:16:38.637
And there is a there is also a
written requirement as well as

c5e8f35d-16e1-49ab-bd3f-2afa82dd638d-1
00:16:38.637 --> 00:16:43.990
sort of TTY language for deaf
and hard of hearing.

d8533d15-5ac1-4a42-a29c-e1d7f6da9441-0
00:16:44.790 --> 00:16:49.281
But so as you can see the
contractor who in this case is a

d8533d15-5ac1-4a42-a29c-e1d7f6da9441-1
00:16:49.281 --> 00:16:53.697
managed is the managed care
organization must conduct key

d8533d15-5ac1-4a42-a29c-e1d7f6da9441-2
00:16:53.697 --> 00:16:58.646
oral contacts with the enrollee
or the member in a language that

d8533d15-5ac1-4a42-a29c-e1d7f6da9441-3
00:16:58.646 --> 00:17:00.550
the enrollee understands.

0c6c94c4-f808-4f81-9d3e-472906ce48c5-0
00:17:01.310 --> 00:17:05.848
And so you'll see that once
there is a primary language

0c6c94c4-f808-4f81-9d3e-472906ce48c5-1
00:17:05.848 --> 00:17:10.873
preference that is indicated in
the case notes or in the case

0c6c94c4-f808-4f81-9d3e-472906ce48c5-2
00:17:10.873 --> 00:17:15.168
record, then the managed
organization is expected to

0c6c94c4-f808-4f81-9d3e-472906ce48c5-3
00:17:15.168 --> 00:17:19.706
continue to have interpreter
services available for any

0c6c94c4-f808-4f81-9d3e-472906ce48c5-4
00:17:19.706 --> 00:17:22.300
future contact with that member.

f0e70c20-7c99-4dd5-a256-a7494439d908-0
00:17:24.420 --> 00:17:28.805
This, the last bullet is again
consistent with what Margaret

f0e70c20-7c99-4dd5-a256-a7494439d908-1
00:17:28.805 --> 00:17:29.740
talked about.

1b9805f0-7d84-4893-8802-629c6b370948-0
00:17:30.140 --> 00:17:36.436
It is not permissible to have
anyone under the age of 18 act

1b9805f0-7d84-4893-8802-629c6b370948-1
00:17:36.436 --> 00:17:39.740
as an interpreter or translator.

9bc7511b-9506-4aac-a0c8-9598ef9d36a9-0
00:17:41.540 --> 00:17:46.885
This does say that contractors,
the MC OS, can accept sort of a

9bc7511b-9506-4aac-a0c8-9598ef9d36a9-1
00:17:46.885 --> 00:17:51.981
verbal attestation, but as I
surveyed the plans, many if not

9bc7511b-9506-4aac-a0c8-9598ef9d36a9-2
00:17:51.981 --> 00:17:57.327
all of them do not permit family
members to act as interpreters

9bc7511b-9506-4aac-a0c8-9598ef9d36a9-3
00:17:57.327 --> 00:17:58.580
or translators.

60261495-f5db-4288-803a-c87923a537a8-0
00:17:58.580 --> 00:18:03.819
They are requiring use of their
translation services, which I

60261495-f5db-4288-803a-c87923a537a8-1
00:18:03.819 --> 00:18:07.960
think is you know,
understandable given that you

60261495-f5db-4288-803a-c87923a537a8-2
00:18:07.960 --> 00:18:12.778
know the information that's
conveyed needs to be sort of

60261495-f5db-4288-803a-c87923a537a8-3
00:18:12.778 --> 00:18:15.060
guaranteed in its accuracy.

1daf8993-a383-49e4-ace1-c826e1b5377c-0
00:18:15.780 --> 00:18:19.883
All of the our all of the MCOs
do record their phone

1daf8993-a383-49e4-ace1-c826e1b5377c-1
00:18:19.883 --> 00:18:24.529
conversations and so that will
just ensure that your proper

1daf8993-a383-49e4-ace1-c826e1b5377c-2
00:18:24.529 --> 00:18:29.098
interpretation and proper
information is exchanged between

1daf8993-a383-49e4-ace1-c826e1b5377c-3
00:18:29.098 --> 00:18:32.660
the managed care organization
and the member.

3382c1fd-b9e9-4e22-b01e-41b50727473d-0
00:18:33.590 --> 00:18:39.453
Next slide so here's the again a
second contract requirement

3382c1fd-b9e9-4e22-b01e-41b50727473d-1
00:18:39.453 --> 00:18:44.643
alternative methods of
communication and this goes to

3382c1fd-b9e9-4e22-b01e-41b50727473d-2
00:18:44.643 --> 00:18:46.470
alternative format.

f89a964c-1dd8-4cef-aaa6-15f7b36e3874-0
00:18:46.870 --> 00:18:50.454
So large print rail sign
language provided by

f89a964c-1dd8-4cef-aaa6-15f7b36e3874-1
00:18:50.454 --> 00:18:55.208
interpreters and in accordance
with the interpreters for the

f89a964c-1dd8-4cef-aaa6-15f7b36e3874-2
00:18:55.208 --> 00:18:55.910
deaf Act.

4d54b95f-a46c-45d8-a4da-4dc4a2b5ea3c-0
00:18:56.630 --> 00:19:01.592
So again, similar to oral
interpretation, the same is true

4d54b95f-a46c-45d8-a4da-4dc4a2b5ea3c-1
00:19:01.592 --> 00:19:05.210
for someone who needs
alternative formats.

a1b9b5d1-5859-4831-bd07-03b3816fdd75-0
00:19:07.570 --> 00:19:12.018
They all of the materials that
the managed care organization

a1b9b5d1-5859-4831-bd07-03b3816fdd75-1
00:19:12.018 --> 00:19:16.759
send out, and primarily the the
managed care organization member

a1b9b5d1-5859-4831-bd07-03b3816fdd75-2
00:19:16.759 --> 00:19:20.405
handbooks, all have the
information about what is

a1b9b5d1-5859-4831-bd07-03b3816fdd75-3
00:19:20.405 --> 00:19:24.489
available, what must be
provided, and how to access it.

c092ac53-f224-44eb-a136-856702957ecc-0
00:19:25.290 --> 00:19:31.113
So again, contractors must have
TTY services upon request and

c092ac53-f224-44eb-a136-856702957ecc-1
00:19:31.113 --> 00:19:37.030
they must arrange interpreter
services and everything is at no

c092ac53-f224-44eb-a136-856702957ecc-2
00:19:37.030 --> 00:19:37.500
cost.

4897f7bd-d815-4499-933c-a373e6c3311c-0
00:19:38.300 --> 00:19:45.140
Next slide and then finally
translated materials.

f112d1cb-1306-4602-a05e-4519a31f2af9-0
00:19:45.140 --> 00:19:49.900
We know that there's a lot of
materials, including primarily

f112d1cb-1306-4602-a05e-4519a31f2af9-1
00:19:49.900 --> 00:19:54.426
again, the member handbook,
which can be quite, you know,

f112d1cb-1306-4602-a05e-4519a31f2af9-2
00:19:54.426 --> 00:19:56.300
long must be translated.

31fa9fd2-c338-4ffb-9071-665bf8c2a679-0
00:19:57.060 --> 00:20:02.570
And HFS has a role here in that
we require all the managed care

31fa9fd2-c338-4ffb-9071-665bf8c2a679-1
00:20:02.570 --> 00:20:07.822
organizations to submit for
approval materials that are sent

31fa9fd2-c338-4ffb-9071-665bf8c2a679-2
00:20:07.822 --> 00:20:08.770
to members.

5995d679-6c2e-4512-94a0-b2919d4751ad-0
00:20:09.250 --> 00:20:13.512
And so in this case, if a
language was requested for

5995d679-6c2e-4512-94a0-b2919d4751ad-1
00:20:13.512 --> 00:20:18.740
translation, then the NCO would
submit to the HFS the translated

5995d679-6c2e-4512-94a0-b2919d4751ad-2
00:20:18.740 --> 00:20:23.164
document along with a
certification from a translation

5995d679-6c2e-4512-94a0-b2919d4751ad-3
00:20:23.164 --> 00:20:24.210
organization.

1a9a7994-5ac5-40bb-9ec2-6435e7b8b62c-0
00:20:24.760 --> 00:20:28.871
Sort of verifying that all of
the material information is true

1a9a7994-5ac5-40bb-9ec2-6435e7b8b62c-1
00:20:28.871 --> 00:20:29.720
and accurate.

6ff51d3f-4e99-470f-9587-718c5c5344bf-0
00:20:30.640 --> 00:20:36.082
And so that's how HFS monitors
and you know sort of keeps track

6ff51d3f-4e99-470f-9587-718c5c5344bf-1
00:20:36.082 --> 00:20:40.760
of all of the materials that are
going out to members.

fe7db2fb-3bba-4d83-9346-cd4f0c2bb1cb-0
00:20:43.200 --> 00:20:47.598
So again, you'll see there if
there is a single language

fe7db2fb-3bba-4d83-9346-cd4f0c2bb1cb-1
00:20:47.598 --> 00:20:52.305
minority in ADHS local office
area, as Margaret pointed out,

fe7db2fb-3bba-4d83-9346-cd4f0c2bb1cb-2
00:20:52.305 --> 00:20:57.089
then the MCOs are expected to
have those translated materials

fe7db2fb-3bba-4d83-9346-cd4f0c2bb1cb-3
00:20:57.089 --> 00:20:59.250
sort of at the ready, right?

01ce1913-94d3-4014-9f15-9663d72b2cf1-0
00:20:59.810 --> 00:21:00.650
They do.

033f3c22-ae63-4779-816b-6124b69d47ad-0
00:21:00.650 --> 00:21:04.590
If they have a request for
written material that is not

033f3c22-ae63-4779-816b-6124b69d47ad-1
00:21:04.590 --> 00:21:08.601
sort of on hand, then they
obviously are required to get

033f3c22-ae63-4779-816b-6124b69d47ad-2
00:21:08.601 --> 00:21:10.290
the material translated.

b61db2cb-0d79-4367-b7c3-03407ab0422d-0
00:21:10.690 --> 00:21:14.460
But it may take a little time,
especially considering some of

b61db2cb-0d79-4367-b7c3-03407ab0422d-1
00:21:14.460 --> 00:21:17.744
the languages may be more
difficult to translate than

b61db2cb-0d79-4367-b7c3-03407ab0422d-2
00:21:17.744 --> 00:21:18.170
others.

5304a5a7-e7e3-4be4-bbd0-df178ca50d8f-0
00:21:20.130 --> 00:21:20.850
OK, next slide.

c083062f-6d08-4247-a5cd-bda2a62fa1b2-0
00:21:24.060 --> 00:21:28.260
So this is our manage our MCO
enrollment site.

10dcf48e-efa4-4907-99e6-5dedf9f20914-0
00:21:28.260 --> 00:21:32.398
So this is what we call our
client enrollment services and

10dcf48e-efa4-4907-99e6-5dedf9f20914-1
00:21:32.398 --> 00:21:36.677
this is the website that has
information on our managed care

10dcf48e-efa4-4907-99e6-5dedf9f20914-2
00:21:36.677 --> 00:21:37.660
organizations.

9befb856-ede3-4505-89ab-fe83fb7e390f-0
00:21:38.220 --> 00:21:43.152
It has comparison information on
to help members decide which

9befb856-ede3-4505-89ab-fe83fb7e390f-1
00:21:43.152 --> 00:21:47.925
managed care organization is
right for them, and it also is

9befb856-ede3-4505-89ab-fe83fb7e390f-2
00:21:47.925 --> 00:21:52.937
where if they have an account
they can choose, most can choose

9befb856-ede3-4505-89ab-fe83fb7e390f-3
00:21:52.937 --> 00:21:57.630
online their managed care
organization either initially or

9befb856-ede3-4505-89ab-fe83fb7e390f-4
00:21:57.630 --> 00:22:01.289
during their one year open
enrollment period.

7a4dbd87-4b30-484f-9892-f000062eaec2-0
00:22:01.890 --> 00:22:09.301
And so you'll see at the top
it's enrollhfs.illinois.gov is

7a4dbd87-4b30-484f-9892-f000062eaec2-1
00:22:09.301 --> 00:22:10.290
the URL.

5443d088-29b4-4ceb-ad02-f765daad1f0a-0
00:22:10.970 --> 00:22:15.902
And then down below you'll see
that there's links to different

5443d088-29b4-4ceb-ad02-f765daad1f0a-1
00:22:15.902 --> 00:22:20.521
languages and that will gain
access to the call center and

5443d088-29b4-4ceb-ad02-f765daad1f0a-2
00:22:20.521 --> 00:22:24.749
there is the kind enrollment
brokers required to have

5443d088-29b4-4ceb-ad02-f765daad1f0a-3
00:22:24.749 --> 00:22:27.020
translation services as well.

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-0
00:22:28.380 --> 00:22:32.952
OK, next slide and here is the
if you click on one of the

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-1
00:22:32.952 --> 00:22:37.682
languages at the bottom of the
page, previous page, this is

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-2
00:22:37.682 --> 00:22:42.727
what you will you will see Now
if you call this number, this is

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-3
00:22:42.727 --> 00:22:47.142
the general fine enrollment
broker number, you will the

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-4
00:22:47.142 --> 00:22:52.030
member or if you're assisting
the member will have to wait on

27c2cbec-d24a-4c90-bc40-0d33ac5b3940-5
00:22:52.030 --> 00:22:52.740
the line.

de0ae3dc-bcb7-4ba0-b143-4b3787561f09-0
00:22:53.380 --> 00:22:58.022
The first IVR option is just
English or Spanish, but if

de0ae3dc-bcb7-4ba0-b143-4b3787561f09-1
00:22:58.022 --> 00:23:03.078
nothing is selected then the
next option you can get down to

de0ae3dc-bcb7-4ba0-b143-4b3787561f09-2
00:23:03.078 --> 00:23:05.980
a customer service
representative.

a78ba502-4464-4fea-a2c1-170dca015ba1-0
00:23:06.420 --> 00:23:10.736
So that's what they will need to
do in order to ask for

a78ba502-4464-4fea-a2c1-170dca015ba1-1
00:23:10.736 --> 00:23:13.820
translation or interpretation
services.

2f3f269d-1e68-42ca-901f-e37de94e88fb-0
00:23:14.280 --> 00:23:19.259
The they will need to have
information that will confirm

2f3f269d-1e68-42ca-901f-e37de94e88fb-1
00:23:19.259 --> 00:23:24.588
their identity that they are a
Medicaid enrollee and that is

2f3f269d-1e68-42ca-901f-e37de94e88fb-2
00:23:24.588 --> 00:23:29.479
typically the Social Security
number and date of birth.

ce790244-a8b9-41a5-96a6-2194b6d02b54-0
00:23:30.080 --> 00:23:35.511
And so that will be sort of one
of the sort of gate gatekeeping

ce790244-a8b9-41a5-96a6-2194b6d02b54-1
00:23:35.511 --> 00:23:36.360
questions.

033b9bb2-2d6c-43b1-a5bc-b3e2551b247a-0
00:23:36.760 --> 00:23:40.540
You still can get to a customer
service representative, but it

033b9bb2-2d6c-43b1-a5bc-b3e2551b247a-1
00:23:40.540 --> 00:23:43.480
will be easier if that
information is available.

ec05f164-42ea-4454-b2ca-3fc2ab063fe8-0
00:23:44.360 --> 00:23:45.000
Next slide.

2a46657d-4576-4bc7-b6c5-ba43d3167dd0-0
00:23:48.000 --> 00:23:51.219
So as I mentioned, there are
under the contractual

2a46657d-4576-4bc7-b6c5-ba43d3167dd0-1
00:23:51.219 --> 00:23:52.040
requirements.

f663f917-ed31-43f9-9813-c1342ca66b45-0
00:23:52.320 --> 00:23:55.664
There are some pretty strict
requirements for the managed

f663f917-ed31-43f9-9813-c1342ca66b45-1
00:23:55.664 --> 00:23:56.760
care organizations.

290e2fd2-49ec-4d11-ad49-33514aa68a0e-0
00:23:57.520 --> 00:24:02.506
All of their websites and call
centers have the option for

290e2fd2-49ec-4d11-ad49-33514aa68a0e-1
00:24:02.506 --> 00:24:07.746
English and Spanish, and TTY
websites also include the member

290e2fd2-49ec-4d11-ad49-33514aa68a0e-2
00:24:07.746 --> 00:24:12.480
handbooks with information
that's required by contract.

47c3b72e-c13c-461b-ba89-6fef9211262e-0
00:24:13.120 --> 00:24:17.512
And so I think it's a great
resource for people to know how

47c3b72e-c13c-461b-ba89-6fef9211262e-1
00:24:17.512 --> 00:24:21.978
to access their member handbooks
and again to know that it's

47c3b72e-c13c-461b-ba89-6fef9211262e-2
00:24:21.978 --> 00:24:25.200
available in any language that
they desire.

c199811c-d767-4465-b9a2-7a0fd1791bfa-0
00:24:26.760 --> 00:24:31.440
Here are the links on our HFS
web page.

1395d4a8-3416-4f01-8beb-b2d077013dbf-0
00:24:32.520 --> 00:24:36.597
It's under medical clients and
then managed care and it links

1395d4a8-3416-4f01-8beb-b2d077013dbf-1
00:24:36.597 --> 00:24:40.543
to the member services websites
and e-mail address or their

1395d4a8-3416-4f01-8beb-b2d077013dbf-2
00:24:40.543 --> 00:24:42.779
websites and their phone
numbers.

15984efc-b332-489c-9959-ae0c3e39a0d7-0
00:24:42.780 --> 00:24:44.860
So those are the member services
numbers.

cb4ede13-35d0-45af-9e46-b9b6eae2833f-0
00:24:45.460 --> 00:24:48.300
This is for our Health Choice
Illinois plans.

cd6e20ea-b7f5-4c33-b807-821160ba7ae8-0
00:24:48.820 --> 00:24:55.193
And then next slide, this is for
our Medicaid Medicare Alignment

cd6e20ea-b7f5-4c33-b807-821160ba7ae8-1
00:24:55.193 --> 00:24:56.860
Initiative plans.

7770db87-f619-460d-8d69-f8c9f90bbf03-0
00:24:57.500 --> 00:25:02.660
And also the first one is youth
care for our DCFS population.

2fc6fe29-d03e-49f0-aa2a-97917d46ca0a-0
00:25:03.370 --> 00:25:05.570
And so again this is linked on
our website.

1b3abf1e-ec71-48a4-b1ed-211542aff874-0
00:25:05.570 --> 00:25:10.230
I encourage you to explore the
HFS managed care website has a

1b3abf1e-ec71-48a4-b1ed-211542aff874-1
00:25:10.230 --> 00:25:12.410
lot of very good information.

6be4501c-8f45-45c9-a8f4-95092a60d357-0
00:25:13.250 --> 00:25:16.646
And again all this information
is included in the member

6be4501c-8f45-45c9-a8f4-95092a60d357-1
00:25:16.646 --> 00:25:18.970
handbooks for each individual
and CEO.

4f6eda06-c063-4404-952d-e38e2a385cb1-0
00:25:20.050 --> 00:25:20.250
OK.

b6c44c55-37d1-419f-b8e2-8e3dbde8d32c-0
00:25:20.250 --> 00:25:26.037
Next page, I just wanted to
quickly take you through the

b6c44c55-37d1-419f-b8e2-8e3dbde8d32c-1
00:25:26.037 --> 00:25:32.130
step by step journey in in
requesting interpreter services.

ce454e23-8347-41ce-b3fb-053a9b0025e6-0
00:25:32.780 --> 00:25:35.940
So the first step is to call the
member services line.

bbcc9f1d-1dca-4e45-836f-23eedebc6c46-0
00:25:36.580 --> 00:25:40.545
I just showed you those but it's
also in the back of the MCO

bbcc9f1d-1dca-4e45-836f-23eedebc6c46-1
00:25:40.545 --> 00:25:44.705
membership cards and then ask to
talk to someone who speaks the

bbcc9f1d-1dca-4e45-836f-23eedebc6c46-2
00:25:44.705 --> 00:25:45.940
requested language.

2e8921f6-2d69-4899-8b93-92f5b26a93ab-0
00:25:46.020 --> 00:25:51.460
So I need to talk to someone who
speaks Mandarin and I know that

2e8921f6-2d69-4899-8b93-92f5b26a93ab-1
00:25:51.460 --> 00:25:56.817
you know some may say, well, if
they don't speak any English, I

2e8921f6-2d69-4899-8b93-92f5b26a93ab-2
00:25:56.817 --> 00:26:01.923
think if they just voice or
request or the language that the

2e8921f6-2d69-4899-8b93-92f5b26a93ab-3
00:26:01.923 --> 00:26:06.945
member services staff will then
understand that that's that

2e8921f6-2d69-4899-8b93-92f5b26a93ab-4
00:26:06.945 --> 00:26:12.386
translation or interpretation is
needed, the member services Rep

2e8921f6-2d69-4899-8b93-92f5b26a93ab-5
00:26:12.386 --> 00:26:15.399
will speak a little bit in
English.

7e3b7060-70d5-47f2-8681-a12063200813-0
00:26:15.400 --> 00:26:19.573
It's sort of a requirement in
the processes just to confirm

7e3b7060-70d5-47f2-8681-a12063200813-1
00:26:19.573 --> 00:26:23.747
sort of the requested language
and tell the member that the

7e3b7060-70d5-47f2-8681-a12063200813-2
00:26:23.747 --> 00:26:24.999
services are free.

39e1c5c1-e2cb-478f-bdfe-e2e1464c1725-0
00:26:26.400 --> 00:26:31.022
The customer service Rep or
member service Rep will then

39e1c5c1-e2cb-478f-bdfe-e2e1464c1725-1
00:26:31.022 --> 00:26:35.240
need to contact the translation
services companies.

fee6033b-5b8b-4909-b3cf-a9d6c333bfb1-0
00:26:35.240 --> 00:26:39.082
They all use a variety of
different companies or

fee6033b-5b8b-4909-b3cf-a9d6c333bfb1-1
00:26:39.082 --> 00:26:43.865
organizations and so they there
will be some time while that

fee6033b-5b8b-4909-b3cf-a9d6c333bfb1-2
00:26:43.865 --> 00:26:45.120
contact happens.

fccafc7f-5d7d-47df-9235-7432a8c9e0a7-0
00:26:45.920 --> 00:26:49.355
Once it's made, then an
interpreter will come on the

fccafc7f-5d7d-47df-9235-7432a8c9e0a7-1
00:26:49.355 --> 00:26:49.680
line.

a3a5f377-7e43-456d-be74-f85ec2b1eda6-0
00:26:50.280 --> 00:26:54.358
They will again repeat that the
service is free and then the

a3a5f377-7e43-456d-be74-f85ec2b1eda6-1
00:26:54.358 --> 00:26:56.230
call continue will continue.

f16b51bf-da68-4cfd-8215-186f9fab462b-0
00:26:57.350 --> 00:27:01.505
So the member services Rep will
ask when they're speaking, they

f16b51bf-da68-4cfd-8215-186f9fab462b-1
00:27:01.505 --> 00:27:05.336
will speak to the translator,
but it will be as if they're

f16b51bf-da68-4cfd-8215-186f9fab462b-2
00:27:05.336 --> 00:27:06.830
speaking to the member.

09131713-9558-4817-87c1-9453189d775a-0
00:27:07.350 --> 00:27:11.732
So they will ask the question to
the interpreter who will then

09131713-9558-4817-87c1-9453189d775a-1
00:27:11.732 --> 00:27:15.350
send it or convey it to the the
member on the line.

71c382de-e4c2-4557-a2a4-ad8c88ca73bb-0
00:27:17.790 --> 00:27:21.672
There's, you know, at this time,
there's a couple other things

71c382de-e4c2-4557-a2a4-ad8c88ca73bb-1
00:27:21.672 --> 00:27:22.720
that can be done.

c9ae6d01-16f2-4a5a-a915-90a91dabe127-0
00:27:22.720 --> 00:27:26.080
If the member wants, you know,
wants to request written

c9ae6d01-16f2-4a5a-a915-90a91dabe127-1
00:27:26.080 --> 00:27:29.380
material in the primary
language, this is a great time

c9ae6d01-16f2-4a5a-a915-90a91dabe127-2
00:27:29.380 --> 00:27:29.920
to do it.

73c82692-c777-4af0-aedb-781301928f1e-0
00:27:29.920 --> 00:27:34.572
During the member services call,
if they want to speak to, you

73c82692-c777-4af0-aedb-781301928f1e-1
00:27:34.572 --> 00:27:38.929
know, a care coordinator, the
interpreter, the call can be

73c82692-c777-4af0-aedb-781301928f1e-2
00:27:38.929 --> 00:27:42.473
transitioned over to care
coordination with the

73c82692-c777-4af0-aedb-781301928f1e-3
00:27:42.473 --> 00:27:43.360
interpreter.

0d745fc0-613f-44e6-a08c-c8e984c3620d-0
00:27:44.160 --> 00:27:48.616
So once that connection happens,
hopefully the member will feel

0d745fc0-613f-44e6-a08c-c8e984c3620d-1
00:27:48.616 --> 00:27:53.073
very empowered to ask whatever
questions they they have or need

0d745fc0-613f-44e6-a08c-c8e984c3620d-2
00:27:53.073 --> 00:27:53.840
answers to.

594d57b3-8329-4cd7-a3b8-ae7959c19db6-0
00:27:55.040 --> 00:27:55.520
Next slide.

01c7d63e-41e6-4ea3-82cc-577cc8d11294-0
00:27:58.800 --> 00:28:02.960
Once the primary language is
documented in the managed care

01c7d63e-41e6-4ea3-82cc-577cc8d11294-1
00:28:02.960 --> 00:28:06.982
organizations like the case
information, the members case

01c7d63e-41e6-4ea3-82cc-577cc8d11294-2
00:28:06.982 --> 00:28:10.795
information, then member
services or care coordination

01c7d63e-41e6-4ea3-82cc-577cc8d11294-3
00:28:10.795 --> 00:28:15.094
staff should be should be using
that language and making sure

01c7d63e-41e6-4ea3-82cc-577cc8d11294-4
00:28:15.094 --> 00:28:19.324
that they have interpreters on
the phone when they're making

01c7d63e-41e6-4ea3-82cc-577cc8d11294-5
00:28:19.324 --> 00:28:21.890
any outbound calls to those
numbers.

acf62964-6218-4ecf-b576-7967fde3a4e7-0
00:28:22.410 --> 00:28:26.530
And that extends to text
messages or e-mail messages.

f224cf05-44e2-485c-8b49-99daeff4f6d6-0
00:28:27.490 --> 00:28:32.142
Information should be translated
from that point moving forward

f224cf05-44e2-485c-8b49-99daeff4f6d6-1
00:28:32.142 --> 00:28:35.850
once it's documented in the case
notes next slide.

47d0dde6-9cdd-458a-8c42-d48e5a475b55-0
00:28:38.770 --> 00:28:44.050
Just a reminder that all Ncos
have a 24 hour nurse hotline.

9f5865db-eb9d-4d6d-9234-32afa0059728-0
00:28:44.690 --> 00:28:48.537
And of course we highly
recommend that someone you know

9f5865db-eb9d-4d6d-9234-32afa0059728-1
00:28:48.537 --> 00:28:53.072
use the hotline instead of going
to the emergency room or just if

9f5865db-eb9d-4d6d-9234-32afa0059728-2
00:28:53.072 --> 00:28:57.126
they have any questions that
may, you know, make them feel

9f5865db-eb9d-4d6d-9234-32afa0059728-3
00:28:57.126 --> 00:29:01.318
more at ease if they have an
answer from a medical provider,

9f5865db-eb9d-4d6d-9234-32afa0059728-4
00:29:01.318 --> 00:29:05.715
Like you know if a child is sick
or child is crying excessively

9f5865db-eb9d-4d6d-9234-32afa0059728-5
00:29:05.715 --> 00:29:07.089
or things like that.

8e3faa3a-121a-43f0-bfe7-e08443b98e9f-0
00:29:07.090 --> 00:29:11.909
If they just need to talk to
somebody, please help encourage

8e3faa3a-121a-43f0-bfe7-e08443b98e9f-1
00:29:11.909 --> 00:29:15.860
them to contact their MCOs 24
hour nurse hotline.

1a2a7a0e-a3e8-43f0-a43f-c4dabc3c3746-0
00:29:16.540 --> 00:29:21.413
And those nurses also have
access to the interpreter

1a2a7a0e-a3e8-43f0-a43f-c4dabc3c3746-1
00:29:21.413 --> 00:29:23.620
services 24 hours a day.

3831a092-2e4b-4420-b8f2-73bffdecc567-0
00:29:23.940 --> 00:29:27.982
So even if it's in the middle of
the night they can they can

3831a092-2e4b-4420-b8f2-73bffdecc567-1
00:29:27.982 --> 00:29:31.560
speak to someone through an
interpreter and get their

3831a092-2e4b-4420-b8f2-73bffdecc567-2
00:29:31.560 --> 00:29:32.820
questions answered.

07af0540-a34c-4d61-ac32-d40958f9737e-0
00:29:34.260 --> 00:29:39.199
Again, they may need to you know
request the language, but the

07af0540-a34c-4d61-ac32-d40958f9737e-1
00:29:39.199 --> 00:29:41.160
same process is in place.

f8c8cd65-e823-4d94-95c3-b3f786fc2edd-0
00:29:42.080 --> 00:29:47.419
OK, next slide and there's
services are also available for

f8c8cd65-e823-4d94-95c3-b3f786fc2edd-1
00:29:47.419 --> 00:29:49.320
medical appointments.

4788071b-8af8-4e02-8511-6dafea68e209-0
00:29:49.320 --> 00:29:53.982
So I think it's it's really
important that people know that

4788071b-8af8-4e02-8511-6dafea68e209-1
00:29:53.982 --> 00:29:57.480
both in person or virtual
telehealth visits.

d927e0e9-d158-4e0b-a9dd-2d40057bd140-0
00:29:58.000 --> 00:30:02.614
So a member can request
interpretation or TRS on on site

d927e0e9-d158-4e0b-a9dd-2d40057bd140-1
00:30:02.614 --> 00:30:07.229
services by calling their
customer service line or their

d927e0e9-d158-4e0b-a9dd-2d40057bd140-2
00:30:07.229 --> 00:30:11.843
care coordinator and the
interpreter will actually be in

d927e0e9-d158-4e0b-a9dd-2d40057bd140-3
00:30:11.843 --> 00:30:16.701
person in the appointment room
with with the member and the

d927e0e9-d158-4e0b-a9dd-2d40057bd140-4
00:30:16.701 --> 00:30:17.430
provider.

cf653105-dcd6-4179-a369-fb461830d7f6-0
00:30:17.430 --> 00:30:21.799
So once the appointment is made,
the MCO staff will receive an

cf653105-dcd6-4179-a369-fb461830d7f6-1
00:30:21.799 --> 00:30:26.100
e-mail confirmation with the
name of the interpreter and will

cf653105-dcd6-4179-a369-fb461830d7f6-2
00:30:26.100 --> 00:30:29.430
provide who will be providing on
site services.

29978491-c574-4a43-bcf8-fa0b66ee5997-0
00:30:29.910 --> 00:30:34.544
And the staff will confirm with
both the member and the provider

29978491-c574-4a43-bcf8-fa0b66ee5997-1
00:30:34.544 --> 00:30:38.538
that an interpreter is set up,
the date and time of the

29978491-c574-4a43-bcf8-fa0b66ee5997-2
00:30:38.538 --> 00:30:42.317
appointment and that
confirmation could come through

29978491-c574-4a43-bcf8-fa0b66ee5997-3
00:30:42.317 --> 00:30:45.740
either a phone call or an e-mail
or maybe both.

f4aa3ba3-c89d-4753-b5bd-c6c3de4efb6b-0
00:30:46.540 --> 00:30:49.980
And again, interpurs are also
available for telehealth visits.

efe6e2d9-e7f8-4425-b910-b250e53e94ee-0
00:30:50.780 --> 00:30:51.300
Next slide.

7af95c2f-bc92-45b0-8c06-d7ec79141443-0
00:30:54.260 --> 00:30:56.780
So that's what we have for you
today.

5d879e10-9193-4b47-ad83-c116c851a0b0-0
00:30:57.060 --> 00:30:59.380
I want to thank everyone for
attending.

ba6b58da-eaa1-43d0-9b27-93e3f1c10459-0
00:30:59.380 --> 00:31:01.100
I hope that this was helpful.

e6ed1895-0ed0-475c-b2c5-d15be4e42fbd-0
00:31:01.780 --> 00:31:06.654
Again for the managed care
organizations, please refer to

e6ed1895-0ed0-475c-b2c5-d15be4e42fbd-1
00:31:06.654 --> 00:31:11.865
the member services information
on the websites including the

e6ed1895-0ed0-475c-b2c5-d15be4e42fbd-2
00:31:11.865 --> 00:31:15.479
manual that will have all of the
policies.

e7e5a766-6ff2-4da8-940d-c0cc4e5b4b8a-0
00:31:15.840 --> 00:31:20.084
If a managed care organization
is not following the policy,

e7e5a766-6ff2-4da8-940d-c0cc4e5b4b8a-1
00:31:20.084 --> 00:31:24.469
then please do go ahead and file
a grievance of those are you

e7e5a766-6ff2-4da8-940d-c0cc4e5b4b8a-2
00:31:24.469 --> 00:31:28.360
know, those are tracked and
responded to and reported.

50a969cb-22d6-4008-9418-c54ea8c03c15-0
00:31:28.800 --> 00:31:31.965
So we want to make sure that the
managed care organizations are

50a969cb-22d6-4008-9418-c54ea8c03c15-1
00:31:31.965 --> 00:31:35.080
providing all of the services
that they should be to make sure

50a969cb-22d6-4008-9418-c54ea8c03c15-2
00:31:35.080 --> 00:31:36.960
people can access the care they
need.

87da3f44-d4e5-4498-bce5-902cb82a36a2-0
00:31:39.040 --> 00:31:39.880
Anything else?

307442e9-5600-4c52-b30f-808cf9ac40de-0
00:31:39.880 --> 00:31:46.040
Margaret or Melishia, that's it
for today.

eb9db628-1461-4709-9c9e-a9335da902c0-0
00:31:46.920 --> 00:31:47.560
Nothing for me.

eed3eddd-407b-4f0f-a413-89de81607123-0
00:31:47.560 --> 00:31:48.040
Thank you.

5e71ffe5-c45c-40e3-9336-619454763de2-0
00:31:49.040 --> 00:31:49.440
OK.

937f88c8-f9c2-47cd-8a51-44236969a102-0
00:31:49.480 --> 00:31:54.086
And we will collect any
questions that were put in the

937f88c8-f9c2-47cd-8a51-44236969a102-1
00:31:54.086 --> 00:31:57.520
chat and add those to our
question list.

d89e1972-7322-4c02-9593-7eefc9b59d6d-0
00:31:58.520 --> 00:32:01.480
Thanks again for giving us some
time this afternoon.

4154fbbb-0bd9-47c7-b393-b78308efebb9-0
00:32:03.800 --> 00:32:04.440
Have a good night.

63e3ac78-5b25-4371-95b0-9ff6a73db0ee-0
00:32:04.520 --> 00:32:04.920
Thanks.