1
LANGUAGE ACCESS PLAN FOR
LIMITED ENGLISH PROFICIENT INDIVIDUALS
State Agency: New York State Department of Health
Effective Date of Plan: October 1, 2022
Language Access Coordinator: Wilma Alvarado-Little
LAC Phone / E-mail: 518-474-2180 / dohlanguageaccess@health.ny.gov
This document is our agency’s Language Access Plan.
A Language Access Plan explains how we provide services to
people who have limited English proficiency.
This Language Access Plan includes information about:
The Limited English Proficient (“LEP”) population in our service
area.
How we notify the public about language access services.
Our resources and methods for providing language access services.
How we train our staff to provide language access services to the
public.
How we monitor language access services and respond to
complaints.
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Table of Contents
PART 1 – Our Agency’s Services .............................................................................. 3
PART 2 – The Limited English Proficient Population in Our Service Area .............. 3
PART 3 – Public Outreach About the Availability of Language Access Services .... 5
PART 4 – Provision of Language Access
Services
.................................................... 6
PART 5 – Staff Training ..........................................................................................
20
PART 6 – Monitoring the Plan and Responding to Complaints .............................. 21
PART 7 – Signatures ................................................................................................ 23
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PART 1 – Our Agency’s Services
We prepared this Language Access Plan (“Plan”) to comply with New York State
Executive Law Section 202-a, which establishes New York’s Statewide Language Access
Policy
.
This Plan explains how we make sure that Limited English Proficient (“LEP”)
individuals have meaningful access to agency services, programs, and activities.
In this Plan, LEP individuals are understood as people who do not speak English as their
primary language and who have a limited ability to read, speak, write, or understand
English.
Our agency’s services to the public include:
The New York State Department of Health (Department) protects and promotes the health of the
people of New York by preventing epidemics and the spread of disease; promoting healthy
lifestyles for children and families; protecting against hazards in homes, work, communities and
the environment; assuring access to high quality health care; and preparing for and responding to
emergencies. As part of the Department’s mission to promote healthy lifestyles and to protect the
health of the people of this state, the Department seeks to ensure that all individuals, including
those with limited ability to read, speak, write or understand English, are able to access our
services, programs and activities.
PART 2 – The Limited English Proficient Population in Our Service Area
The Statewide Language Access Policy requires state agencies to translate vital
agency documents into the top 12 most commonly spoken non-English language
among limited English proficient New Yorkers. Our agency uses U.S. Census data
(including data from the American Community Survey) to determine the top 12 languages
most commonly spoken by LEP individuals in New York State.
The top 12 languages spoken by LEP individuals in New York State are:
#
Language
Estimated Number of
LEP Speakers
1
Spanish
1,166,777
2
Chinese
375,924
3
Russian
119,160
4
Yiddish
71,740
5
Bengali
66,980
4
6
Haitian Creole
53,335
7
Korean
51,285
8
Italian
44,128
9
Arabic
41,632
10
Polish
33,125
11
French
30,770
12
Urdu
28,827
New York’s language access law also provides agencies, in consultation with the Office of
Language Access, the option to add up to four more languages of translation beyond the
top 12. The assessment about whether to include additional languages must be based on
factors that are identified in the language access law. Our agency, in consultation with the
Office of Language Access, has made the following determination with regard to the
addition of languages beyond the top 12:
DOH’s assessment as to the necessity of additional languages of translation beyond the top 12
remains ongoing at this time. DOH, in consultation with the Office of Language Access, will
update this Plan when this assessment has been completed and a final determination reached.
DOH will continue to reassess the need for additional languages of translation on an ongoing
basis.
Our agency tracks encounters with LEP individuals in the following ways:
Upon initial contact with any of the Department program areas providing direct public services,
language needs are determined and documented by program staff. Additional data is gathered
from: contact with program staff who assist LEP individuals; advocacy groups; Department
contractors; and local municipal staff. Frequency of contact is based on the LEP individual’s
level of need and may occur in various settings or circumstances. Some examples of contacts
with LEP individuals include, but are not limited to, the following: (1) contacts occurring when
the LEP individual applies to obtain services or benefits under programs administered by the
Department; (2) contact with LEP individuals through the AIDS Institute wherein the
Department staff contact known partners of persons infected with HIV or AIDS, or conduct
HIV/STD testing in the field; (3) contact with LEP individuals when such individuals seek
information or documentation maintained by the Department, including birth, death or marriage
certificates; (4) during the course of the Department’s monitoring and oversight role, which
includes home/health care facility visits, surveillance, and inspections, such as inspections of
summer camps and restaurants; and (5) communication with individuals and groups seeking
written resources and social media for the public at large during a health crisis.
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PART 3 – Public Outreach About the Availability of Language
Access Services
Our agency informs LEP individuals about their right to free language assistance services
in the following ways, using at least the top 12 languages shown in Part 2 of this Plan:
☒ LEP individuals are directly informed by our staff
In which ways? If an individual indicates a need for language assistance at any point of
public contact (in person or by phone), staff informs them of the services that are
available with the assistance of the “I Speak” tool, contracted vendors, or bilingual staff if
available.
☒ Signs posted about language assistance services
☒ In areas operated by the agency and open to the public
☒ Other (describe)
The Department’s website informs the public about free language assistance
services. It also offers translated links to current public and community health
concern announcements, emergency disease notifications, the New York State of
Health, the AIDS Institute and Rape Crisis and Sexual Violence Prevention Bill
of Rights and Emergency Information, COVID-19 general information and testing
sites and COVID-19 Vaccination information.
☒ Information is published on our agency’s website in at least the top 12 languages spoken by
LEP individuals in New York State
☒ Outreach and presentations at schools, faith-based groups, and other community organizations
What are the LEP populations targeted? In addition to the languages indicated in the
chart in Part 2 of this Plan, outreach may be conducted to LEP populations based on
community need.
☒ Local, non-English language media directed at LEP individuals in their languages
What are the LEP populations targeted? Select press releases are available in Arabic,
Bengali, Chinese, Haitian-Creole, Italian, Korean, Polish, Russian, Spanish, Yiddish,
Urdu, and French.
☒ Social media posts directed at LEP individuals in their languages
What are the LEP populations targeted? COVID-19 vaccination social media
resources are available in Spanish. Social media graphics to promote the fair and
equitable distribution of the COVID-19 vaccine are available in Spanish, Chinese,
Haitian Creole, Korean, Russian and Bengali.
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☒ Telephonic voice menu providing information in non-English languages
In which languages? The New York State Dept. of Health has individual telephonic
prompts for Arabic, Bengali, Chinese, Haitian Creole, Italian, Korean, Polish, Russian, Spanish
and Yiddish. Staff contacts the OPI Language Service Provider and requests interpreters for
additional languages on an as needed basis. Currently, two language services providers each
provide over 100 languages for use.
☒ Other (describe)
Information regarding NYS Relay 711 or (1-800-421-1220) is shared with Department
staff for COVID-19 initiatives to serve the deaf and hard of hearing community.
PART 4 – Provision of Language Access Services
A. Determining the Need for Services
During in person encounters, our agency uses the following tools to determine whether an
individual is LEP, and what their primary language is:
☒ “I Speak” posters or visual aids that provide information about free interpreting services in
multiple languages
☒ Reception staff make those determinations based on training and experience
☒ Bilingual staff members, where available, assist in identifying LEP individual’s language
☒ Other (describe) Self-identification by the individual during the encounter; referral from an
outside source.
On telephone calls, our agency uses the following tools to find out if an individual is LEP,
and what their primary language is:
☒ Reception staff make those determinations based on training and experience
☒ Bilingual staff members, where available, assist in identifying an LEP individual’s language
☒ Telephonic interpreting service
☒ Other (describe) Menu options provided in languages other than English
Our agency’s protocols for assessing whether an individual needs oral interpreting services
in different service situations is as follows:
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☒ During office in-person encounters: The need for an interpreter may be determined by
reception staff with the assistance of bilingual staff members, “I Speak” posters, self-
identification by the LEP individual, or through a referral from outside sources. “I Speak”
posters have been distributed to staff.
☒ At initial contact in the field: “I Speak” cards will be utilized by field staff and telephonic
interpreting services can be employed through cell phones and other similar devices. In addition,
bilingual staff may assist in the field, dependent on community need, when available.
☒ When speaking on the telephone: Telephone contacts to programs from LEP individuals are
handled by telephonic interpreting services under contract with the Department. In addition,
bilingual staff may assist with calls when available.
☒ For pre-planned appointments with LEP individuals: Information concerning language
needs is gathered as appointments are made. The need for an interpreter may be determined by
reception staff with the assistance of bilingual staff members, self-identification by the LEP
individual, or through a referral from outside sources.
☐
Other (describe):
Our agency records and maintains documentation of each LEP individual’s language
assistance needs as follows:
Programs within the Department identify which languages are needed for persons accessing their
programs. Invoices, which reflect the use of language assistance services, are documented in a
centralized database. The information derived from the database will assist the Language Access
Coordinator in evaluating the effectiveness of the Plan and the services being provided.
B. Oral Interpreting Services
Our agency has made the following resources available for oral interpreting requests:
☒ Bilingual staff members who work directly with LEP individuals
Number of staff and languages spoken: A total of three staff are in parenthetic
language titles, with the language being Spanish.
☐ Bilingual staff members who provide oral interpreting services on a volunteer basis
Number of staff and languages spoken:
☒ Telephonic interpreting service
Vendors: Vendors under the NYS Office of General Services (OGS) Statewide
Administrative Services Contract.
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☐ Contracts or other arrangements with school and community organizations
Number of staff and languages spoken:
☒ Other (Describe)
The Department works to secure in-person interpreters or translation services outside of
OGS vendors for unique situations when the contracted vendor is not able to provide an
interpreter or the type of translation services requested.
Our agency protocols for informing LEP individuals that free interpreting services will be
provided and that they do not need to provide their own interpreters is as follows:
☒ During office in-person encounters: The need for an interpreter may be determined by
reception staff with the assistance of bilingual staff members, “I Speak” posters, self-
identification by the LEP individual, or through a referral from outside sources. “I Speak”
posters have been distributed to staff. “I Speak” wallet cards have been disseminated to staff in
the field to have available at COVID-19 vaccination points of distribution.
☒ At initial contact in the field: Staff in the field utilize the “I Speak” card to assist in
identifying the language of an LEP individual. Bilingual staff, if available in the field and fluent
in the language of the LEP individual, will inform the LEP individual that they do not need to
provide their own interpreter and that free interpreting services are provided.
☒ When speaking on the telephone: Staff inform the LEP individual that they do not need to
provide their own interpreter and that free interpreting services will be provided. Staff also
utilize telephonic interpreting service to notify LEP individuals.
☒ For pre-planned appointments with LEP individuals: Information concerning language
needs is obtained as appointments are made. Reception staff with the assistance of telephonic
interpreter or bilingual staff members when available will notify an LEP individual that free
interpreting services are available.
☒ Other (describe): The NYS Department of Health website informs the public about the
availability of free language assistance services. Staff provide this information onsite at the point
of contact with the individual.
Our agency’s protocols for obtaining interpreting services in a timely manner is as follows:
When it is determined that an interpreter is needed, programs arrange for interpreter services for
scheduled appointments: telephonic, VRI or Remote interpreter services are utilized as needed;
or bilingual staff who are available and have been identified who may assist the LEP individual,
with the understanding that they are communicating in the individual’s preferred language and
not interpreting.
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If an LEP individual insists on using a family member, friend, or other person as an
interpreter, our protocols for deciding whether to accept or decline such an arrangement is
as follows:
LEP individuals that come into contact with our agency will be informed of the availability of
interpreting services provided at no cost to them. Generally, an LEP individual may not use a
family member, friend, or a minor as an interpreter. However, during emergencies or upon
request by the LEP individual, the LEP individual may be permitted to use a minor, a family
member or friend as an interpreter for routine matters, such as asking the location of the office,
hours of operation or rescheduling an appointment. Where the interaction with the LEP
individual occurs at the agency’s office, and an individual is permitted to use an interpreter of
their choosing, they must fill out a written consent/waiver form. Where an LEP individual is
engaged in official business with the agency, the agency will always provide an independent
interpreter. An LEP individual will not be permitted to provide an interpreter of his or her
choosing when filling out applications or when involved in other legal matters.
Our agency provides information to all staff members who have contact with the public
about how to obtain oral interpreting services. Our protocol in this regard is as follows:
Mandatory annual training is required for all staff. Training is administered through the
Statewide Learning Management System (SLMS) with both a general training course and a
Department-specific course. The NYS DOH SharePoint site provides contact information to the
NYS DOH LAC and instructions to access interpreting and translation services. NYS DOH
OMH-HDP provides staff training in addition to SLMS training to ensure awareness of the
availability, accessibility, and appropriate utilization of translation and interpreting Department
resources.
The agency’s Language Access Coordinator (“LAC”) maintains a list of oral interpreting
resources that are available to staff. This resource list includes:
☒ Names and contact information for all resources
☒ Names and locations of staff members who are available to act as interpreters or provide
services directly in an LEP individual’s primary language
☒ Languages in which each interpreter or service is qualified
☒ Procedures for accessing each interpreter or service
Our agency records and maintains documentation of oral interpreting services provided to
LEP individuals at each encounter. Our protocol in this regard is as follows:
Programs within the Department identify the languages needed for persons accessing their
programs. Invoices, which reflect the use of language assistance services, are documented in a
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centralized database. The information derived from the database will assist the Language Access
Coordinator in evaluating the effectiveness of the Plan and the services being provided.
The Department also utilizes interpreting services obtained through a statewide contract, which
provides detailed monthly reporting on the services provided to LEP individuals.
Cultural Competence and Confidentiality
Our agency makes sure interpreters are culturally competent1 in the following ways:
The Department utilizes interpreting services obtained through a statewide contract and works
with the vendors to ensure the vendor implements quality assurance standards to ensure that its
interpreters are trained and are linguistically and culturally competent.
Our agency makes sure interpreters follow state and federal confidentiality protocols in the
following ways:
All Department staff in programs identified as covered programs under Health Insurance
Portability and Accountability Act (HIPAA) are trained in HIPAA and confidentiality
compliance. Interpreters under contract with the State must comply with confidentiality
requirements, including applicable HIPAA requirements. The training provided to staff will
address the importance of confidentiality. Furthermore, independent interpreters will enforce
standards of confidentiality in accordance with NYS Law. Vendors are also asked to submit
information for policies and trainings regarding confidentiality and their Code of Ethics.
C. Translations of Documents
At least every two years after the effective date of this Plan, our agency determines and
reassesses vital documents
2
that must be translated. This process is accomplished in the
following ways:
Documents determined to be vital include intake and consent forms; notice of rights,
requirements, and responsibilities; and such others that contain pertinent information to assist in
accessing program benefits. Programs within the Department will determine which documents
are vital and in need of translation. The Public Affairs Group will review forms and documents
the program has identified as being vital prior to translation. All translated documents will be
1
Cultural Competence is defined as a set of congruent behaviors, attitudes, and policies that come together in a system or
agency or among professionals that enables effective interactions in a cross-cultural framework. U.S. Department of Health and
Human Services, Office of Minority Health. 2000. Assuring Cultural Competence in Health Care: Recommendations for National
Standards and an Outcomes-Focused Research Agenda. Extracted from:
https://minorityhealth.hhs.gov/Assets/pdf/checked/Assuring_Cultural_Competence_in_Health_Care-
1999.pdf
2
Vital Documents is defined as any paper or digital document that contains information that is critical for obtaining agency
services or benefits or is otherwise required to be completed by law.
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reviewed and monitored as part of our Language Access Plan. In addition, individual requests for
translation of confidential materials are also addressed. Upon receiving a document or
correspondence from an LEP individual in their primary language, the said document or
correspondence will be sent to the selected vendor for translation in a timely manner.
Our agency’s process for making sure documents are written in plain language
3
before they
are translated into other languages is as follows:
The Department is recognized nationwide for its plain language and health literacy efforts. The
Department LAC has led activities which resulted in the following: the Department is the first state
department of health in the nation to hold a health literacy summit to ensure the principles of health
literacy and plain language are infused across all state and academic organizations, and the first
state department of health to conduct an organization-wide health literacy survey and program
assessment to identify and support health literacy and plain language principles in its work. In
addition, NYS DOH is the first department of health at the state level to host a Healthy People
2030 remote event to discuss their newly adopted definition of Health Literacy, and the first
department of health at the state level to host the Institute for Healthcare Advancement to provide
an overview of the only Health Literacy Certificate Program currently in existence. Department
materials are developed and assessed via staff representation of multiple programs to ensure clear
and effective communication.
Our agency has the following resources available for translation of documents:
☒ Contracts with vendors for translation services
Vendors: Geneva WorldWide, LanguageLine Solutions, and potentially any vendor
under the OGS Statewide Administrative Services Contract.
☐
Contracts or other arrangements with schools and community organizations
Names of schools/organizations:
☐
Translation of documents by bilingual staff members
☒ Other (describe)
Partner with other state agencies who have vendor approved language service providers.
The agency’s Language Access Coordinator (“LAC”) maintains a list of translation
resources that are available to staff. This resource list includes:
☒ Names and contact information for all resources
3
The Plain Writing Act of 2010 defines plain language as writing that is clear, concise, well-organized, and follows other best
practices appropriate to the subject or field and intended audience. Extracted from: https://www.govinfo.gov/app/details/PLAW-
111publ274
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☐
Names and locations of staff members who are available to provide translations of documents
☒ Languages in which each translation service is qualified
☒ Procedures for accessing each translation service
Our agency translates documents that LEP individuals submit in their primary languages in
a timely manner. Our protocol in this regard is as follows:
Upon receiving a document or correspondence from an LEP individual in their primary language,
the said document or correspondence will be sent to the selected vendor for translation in a timely
manner. OMH-HDP staff also requests vendors to provide an estimated delivery date for the
documents.
The following non-exhaustive list of documents are currently translated or in the process of
translation by our agency in the languages indicated. Documents with an asterisk (*) are
determined by the agency to be vital documents.
AR: Arabic
BE: Bengali
CH: Chinese
FR: French
HA: Haitian-Creole
IT: Italian
KO: Korean
PO: Polish
RU: Russian
SP: Spanish
UR: Urdu
YI: Yiddish
Form #
Name
Top 12 Languages
Additional Languages
AR
BE
CH
FR
HA
IT
KO
PO
RU
SP
UR
YI
*1.
HIV Uninsured Care
Programs
*2.
New York State
Confidentiality Law &
HIV
*3.
Need Help Paying for
Prep (AIDS Institute)
*4.
Prep Yourself Against
HIV (Brochure)
*5.
ADAP Privacy Notice
*6.
ADAP Language
Sheet
*7.
PrEP- AP (ADAP)
13
*8.
PrEP – AP Card
(ADAP)
*9.
Expect The Test -
Brochure
*10.
Early Intervention
Program: A Parent’s
Guide (58-pages
Booklet)
Greek, Hmong,
Japanese, Khmer,
Laotian, Punjabi,
Vietnamese
*11.
Newborn Screening
Vietnamese
1*2.
Ready, Set, Grow with
WIC
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish, Vietnamese
*13.
WIC Participants
Rights and
Responsibilities
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish, Vietnamese
14.
WIC Benefits
Discontinued Letter
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish, Vietnamese
15.
WIC Graduation
Letter
Burmese, Hindi
16.
WIC – No Longer
Eligible Letter
Burmese, Hindi
17.
Handling Concerns
About Care &
Services in Nursing
Homes
18.
Managed Care Bill of
Rights
19.
NYS Proxy Law:
Appointing Your
Health Care Proxy
20.
Your Rights as a
Hospital Patient In
New York State
(available on DOH
website only)
21.
Your Rights as a
Nursing Home
Resident in New York
State
22.
NYS Immunization
Information System
23.
New York State
Requirements for
School
Entrance/Attendance
24.
How to Choose a
Medicaid Managed
Hebrew, Hindi, Laotian,
Vietnamese
14
Care Health Insurance
Plan
*25.
Medicaid Enrollment
Submission of
Application on Behalf
of Applicant
26.
Office of Professional
Medical Conduct
Complaint Form
27.
Organ Donors Save
Lives Brochure
Italian
28.
Pulse Oximetry
Screening for Critical
Congenial Heart
Disease Information
for Parents and
Guardians
29.
Pulse Oximetry
Screening for Critical
Congenial Heart
Disease. What does a
low result mean?
*30.
Access NY Office of
Health Insurance
Programs (and Supp
A)
31.
Medical Marijuana
Patients Brochure
(NYS Patient
Information)
32.
Zika Virus Fact Sheet
Portuguese
*33.
Partner Services Let’s
Talk About You!
*34.
Hepatitis C Testing
Law. Consumer Fact
Sheet
*35.
Hep C: Get Tested.
Get Treated. Get
Cured
36.
Medical Orders for
Life- Sustaining
Treatment
37.
Essential Plan Fact
Sheet
Burmese, French, Hindi,
Japanese, Karen, Nepali,
Somali, Swahili, Tigrinya,
Twi,
Urdu, Vietnamese
38.
Enrollment Period
Fact Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
15
39.
How to Select a
Health Care Plan Fact
Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
40.
Immigrant Fact Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*41.
NY State of Health –
Poster
*42.
NY State of Health –
Rack Card
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*43.
DACA Rescission
Fact Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*44.
At a Glance Cards
(Medicaid, Child
Health Plus, Essential
Plan, Qualified
Health)
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*45.
NY State of Health -
Postcard
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*46.
NY State of Health –
Young Adults
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*47.
A Guide to the
Appeals Process –
Individuals and
Families
Burmese, Hindi,
Japanese, Karen,
Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*48.
NY State of Health-
Why you Need Health
Insurance Fact Sheet
*49.
Guide to Form 1095-A
Brochure
*50.
Facts About
Temporary
Agricultural Workers
(H- 2A Visa Holders)
and Health Insurance
*51.
Facts About Student
Visa Holders and
Health Insurance
16
*52.
Common Health
Insurance Terms &
Definitions
*53.
Benefits Before
Deductibles Fact Sheet
Burmese, Hindi,
Japanese, Karen,
Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*54.
Family Dental
Coverage Fact Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*55.
Pediatric Dental
Coverage Fact Sheet
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*56.
COVID-19 Insurance
Options Fact Sheet
Burmese, Hindi,
Japanese, Karen,
Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*57.
COVID-19 Insurance
Changes Fact Sheet
Burmese, Hindi,
Japanese, Karen,
Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*58.
NYSoH
COVID-19
Grace Period and
Special Enrollment
Periods QA’s
*59.
American Rescue Plan
Fact Sheets
Burmese, Hindi, Japanese,
Karen, Nepali, Somali,
Swahili, Tigrinya, Twi,
Vietnamese
*60.
NYSoH Care at Home
Poster
*61.
NYSoH Care at Home
Rack Card
*62.
Medicaid, CHP, EP
Changes Fact Sheet
63.
OHIP Fact Sheet EVV
and You
64.
OHIP Fact Sheet HIV,
PrEP, and You
65.
OHIP Fact Sheet
Asthma Control and
You
66.
OHIP Fact Sheet High
Blood Pressure,
Prevention, and You
17
67.
OHIP Fact Sheet
Medicaid Telehealth
Services During the
Coronavirus
Emergency - May
2020
68.
OHIP Fact Sheet
Sickle Cell Disease
69.
OHIP Fact Sheet
Smoking Cessation
70.
OHIP Fact Sheet
Kidney Disease
*71.
OHIP Fact Sheet
Covid Testing and
Treatment
72.
OHIP Fact Sheet
Periodontal Disease
73.
OHIP Fact Sheet
Tooth Decay
*74.
NYS Donate Life
Registry Enrollment
Form
*75.
NYS Donate Life
Registry Change and
Modification Form
*76.
NYS Donate Life
Registry Removal
Form
*77.
WIC – No Longer
Eligible Letter
Certification Letter
Burmese, Hindi
*78.
WIC - Re-
Certification Letter
Burmese, Hindi
*79.
WIC - Temporary 30-
Day Benefit Letter
Burmese, Hindi
*80.
WIC - Thank You
Letter
Burmese, Hindi
*81.
NYS WIC Acceptable
Foods Card
Burmese, Farsi, Hindi,
Karen, Nepali, Somali
Turkish, Vietnamese
*82.
WIC Fair Hearing
Request Form - DOH-
5249
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish, Vietnamese
*83.
WIC Self Declaration
Form - DOH-5284
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish, Vietnamese
*84.
What to Bring to Your
WIC Appointment
Brochure - DOH-
19044
Burmese, Farsi, Hindi,
Karen, Nepali, Somali,
Turkish
18
*85.
Infant Meal Pattern
(1260)
*86.
Child Meal Pattern
(1259)
*87.
Adult Meal Pattern
(1258)
*88.
Crediting Foods in
CACFP (19148)
*89.
Good Nutrition Pays
(4359) (for Day Care
Centers)
*90.
Good Nutrition Pays
(4364) (for Day Care
Homes)
*91.
Letter to Households
(CACFP- 3673)
*92.
Income Eligibility
Form for Child Care -
DOH 3688
*93.
Adult Care Income
Eligibility Application
- DOH 3834
94.
Asthma Action Plan
(Publication 4850)
*95.
Consent for Cancer
Services Program
Participation
*96.
Expect The Test -
Poster
Uzbek
97.
Maternity Information
Leaflet - DOH-2901
*98.
Pregnancy
Complications - DOH-
2943
99.
Gestational Surrogacy
Fact Sheet
100.
Surrogates’ Bill of
Rights
*101.
Sexual Assault Victim
Bill of Rights
*102.
Can your baby hear
you? Brochure
Japanese
*103.
Your baby passed the
hearing screening-
Brochure
Japanese
19
*104.
Your baby needs
another screening-
Brochure
Japanese
*105.
Child Insurance
Information – Form B,
Instructions, Parent
Notice Regarding
Insurance and
Authorization to
Release Health
Insurance Information,
Form C
106.
Early Help Makes a
Difference Brochure
Croatian, German, Greek,
Hebrew, Hindi, Hmong
*107.
Alternative Format
Notice - DOH-5130
I
*108.
Medicare Savings
Program Application -
DOH-4328
*109.
Authorization for
Verification of
Resources (Applicant)
- DOH-5148
*110.
Authorization for
Verification of
Resources (Legal
Spouse) - DOH-5149
*111.
Recertification for
Medical Assistant -
DOH-4411
*112.
Disability
Questionnaire - DOH-
5139
*113.
Authorization for
Release of Health
Information Pursuant
to HIPPA - DOH-5173
*114.
Description of Child's
Activities - DOH-5153
*115.
Consent Release of
MA Information -
DOH-5174
116.
Just Say Yes Farmers'
Markets participant
survey_EARS only
Simplified Chinese
117.
Just Say Yes Farmers'
Markets participant
survey_Expanded
Ukrainian
118.
Just Say Yes
participant survey
Ukrainian
20
119.
Just Say Yes Informed
Consent-Participant
Demographic and
Evaluation Survey
Ukrainian
French and Urdu vital document translations will be completed by July 2023. New documents
identified for translation after the signing of this Plan and before the 2-year reassessment will be
translated in a timely manner.
The process for ensuring that translations are accurate and incorporate commonly used
words is as follows:
The Department, through its vendor (where applicable), will ensure that proofing/editing for
correctness and cultural sensitivity are a component of the translation services provided by any
vendor under contract as part of the publication process. The Department will also ensure that plain
language is used in materials produced before submitting for translation to ensure information is
accessible to a range of reading and health literacy levels.
PART 5 – Staff Training
The person in the agency who is responsible for training staff in language access services is:
The Division of Administration Training Director and the NYS DOH Language Access
Coordinator.
The staff training includes the following components:
☒ The agency’s legal obligations to provide language access services
☒ The agency’s resources for providing language access services
☒ How to access and work with interpreters
☒ Cultural competence and cultural sensitivity
☒ How to obtain translation services
☒ Maintaining records of language access services provided to LEP individuals
The methods and frequency of training are as follows:
Mandatory online training will be provided for all employees within 90 days of being hired and
annually thereafter. Staff will have to complete the Office of Employee Relation’s Language
Access Training and the Department’s agency specific Language Access Plan training. On and
after September 30, 2014, employees newly assigned to functions that bring them into contact
with the public must complete the computer-based training within 90 days of assignment to the
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program. As changes occur in the program, the training will be updated, designated program
liaisons will be informed of changes to communicate to relevant staff and updates will be posted
on the Department's News Site.
PART 6 – Monitoring the Plan and Responding to Complaints
A.
Monitoring
Our agency’s Language Access Coordinator (“LAC”) will monitor implementation of the
Plan to make sure we are in compliance. Our protocols in this regard are as follows:
The Department provides onsite education and information via email, conference calls, the
Department’s News Site and SharePoint site. Internal controls are developed to ensure accuracy
with completion of requests in a timely fashion, review progress, identify gaps and develop work
plans to resolve any gaps. Internal and Department wide meetings are determined by priorities
set and the plan is updated as needed.
B.
Complaints
We provide information to the public in at least the top 12 most commonly spoken non-
English languages in the state, advising members of the public of their right to file a
complaint if they feel that they have not been provided adequate language access services
or have been denied access to services because of their limited English proficiency. We do
not retaliate or take other adverse action because an individual has filed a language access
complaint.
We display information on the right to file a complaint, and the procedures for filing a
complaint, in the following manner:
In addition to its website, the Department requires that all programs identified by the
Department as providing direct public services place notifications in reception areas indicating
the availability of a complaint form in the languages indicated in Part 2. The Department utilizes
the Statewide Language Access Complaint Form that provides information on the right
to file a complaint and procedures to do so. The complaint form is available in the languages
described in Part 2 and is found on the Department website for download or online submission,
and internally on the NYS DOH SharePoint site. It is also available at NYS Department of
Health COVID-19 Vaccination Points of Distribution sites. Additionally, the Department
requires that hospitals in the State adopt and make available the "Patient's Bill of Rights"
available in Arabic, English, Spanish, Italian, Russian, Greek, Yiddish, Haitian Creole, Korean
and Chinese. The following are inserts from the Patient's Bill of Rights:
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As a patient in a hospital in New York State, you have the right, consistent with law, to:
Understand and use these rights. If for any reason you do not understand, or you need
help, the hospital MUST provide assistance, including an interpreter.
Receive treatment without discrimination as to race, color, religion, sex, national
origin, disability, sexual orientation, source of payment, or age.
Complain without fear of reprisals about the care and services you are receiving and to
have the hospital respond to you and if you request ii, a written response. If you are not
satisfied with the hospital's response, you can complain to the New York State Health
Department. The hospital must provide you with the State Health Department's telephone
number.
We handle complaints made to the agency regarding the provision of language assistance
services in the following manner:
Program staff will respond to complaints received regarding the provisions of language
assistance services and submit to the Department LAC via email, complaint form or phone call.
The LAC will address complaints received that cannot be resolved by program staff.
All complaints must be timely forwarded to the Office of Language Access.
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PART 7 – Signatures
Acting Executive Deputy Commissioner 9/29/22
Head of Agency Title Date
Wilma Alvarado-Little Associate Commissioner 09/19/2022
Agency LAC Title Date
Executive Director, NYS Office of Language Access Date
09/29/2022
