TMPPM 2008 > Provider Information > Managed Care > Medicaid Managed Care

7.1.7.2 Cultural Competency and Sensitivity

HHSC values the diversity of the Texas Medicaid population and requires Medicaid Managed Care to provide programs to support clients from diverse cultural backgrounds:

•Helplines are staffed by both Spanish- and English-speaking customer service representatives who, at any time, may access a multi-language translation service for assistance.

•Articles in the Texas Medicaid Bulletin and educational workshops include topics that focus on cultural sensitivity and the need for culturally competent staff in primary care provider offices.

Providers are expected to comply with the laws concerning discrimination on the basis of race, color, national origin, or sex.

Limited English Proficiency

Medicaid providers are required to provide services in the languages of the major Medicaid population groups they serve and to ensure quality appropriate translations. Title VI, section 601, of the Civil Rights Act of 1964 states that "no person in the United States shall on the basis of race, color, or national origin, be excluded from participating in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance."

HHSC requires Medicaid providers to ensure persons with limited English proficiency have equal access to the medical services to which they are legally entitled.

Meeting the requirements of Title VI may require the primary care provider to take all or some of the following steps at no cost or additional burden to the beneficiary with limited English proficiency:

•Have a procedure for identifying the language needs of patients/clients.

•Have access to proficient interpreters during hours of operation.

•Develop written policies and procedures regarding interpreter services.

•Disseminate interpreter policies and procedures to staff and ensure staff awareness of these policies and procedures and of their Title VI obligations to persons with limited English proficiency.

In order to meet interpretation requirements, providers may choose to incorporate into their business practice any of the following (or equally effective) procedures:

•Hire bilingual staff.

•Hire staff interpreters.

•Use qualified volunteer staff interpreters.

•Arrange for the services of volunteer community interpreters (excluding the client's family or friends).

•Contract with an outside interpreter service.

•Use a telephone interpreter service such as Language Line Services.

•Develop a notification and outreach plan for beneficiaries with limited English proficiency.

Complaints and reports of non-compliance with Title VI regulations are handled by the Office for Civil Rights (OCR).

Additional information, including the complete guidance memorandum on prohibition of discrimination against persons with limited English proficiency issued by the OCR, can be found on the Internet at www.hhs.gov/ocr/lep/guide.html.