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LANGUAGE ASSISTANCE PROGRAMS REGULATIONS 28 CCR 1300.67.04 (c) (3) Health Plan Staff Training

LANGUAGE ASSISTANCE PROGRAMS REGULATIONS 28 CCR 1300.67.04 (c) (3) Health Plan Staff Training. Gamini Gunawardane, MBA, Ph.D., JD Care1st Health Plan. 28 CCR 1300.67.04 (c)(3) Requirements. Adequate training Regarding plan’s language assistance program

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LANGUAGE ASSISTANCE PROGRAMS REGULATIONS 28 CCR 1300.67.04 (c) (3) Health Plan Staff Training

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  1. LANGUAGE ASSISTANCE PROGRAMS REGULATIONS 28 CCR 1300.67.04 (c) (3)Health Plan Staff Training Gamini Gunawardane, MBA, Ph.D., JD Care1st Health Plan

  2. 28 CCR 1300.67.04 (c)(3) Requirements • Adequate training • Regarding plan’s language assistance program • To all plan staff who have routine contact with LEP members

  3. What Type of Training is Adequate? According to the Regulations, plans should include instruction on • Knowledge of plan policies and procedures for language assistance (Element 1) • Working effectively with LEP enrollees (Element 2) • Working effectively with interpreters (Element 3) • Understanding the cultural diversity of plan’s enrollee population (Element 4) • Sensitivity to cultural differences relevant to delivery of health care interpretation services. (Element 5)

  4. How Can These Five Elements be Integrated into an Effective Training Effort ? (1) Knowledge of plan policies and procedures for language assistance • Done by internal compliance and management staff • All employees in groups of 30-40; All new employees at orientation • Direct contact staff: job related aspects: Information to enrollees, interpretation services, translation of documents, grievance handling (4) Understanding the cultural diversity of plan’s enrollee population • Plan member demographic profiles (internal staff). Included in (1) above • Key cultural issues in selected cultural/ethnic groups (outside experts; CBO representatives). Handouts to new employees. Annual training to all staff in small groups. (2) Working effectively with LEP enrollees - Outside experts; In the annual training (3) Working effectively with interpreters - New employees. Detailed steps on arranging for interpreter services. Included in (1) - Cultural issues in communication. In the annual training (5) Sensitivity to cultural differences relevant to delivery of health care interpretation services. - Role of plan staff as the intermediary in the interpretation service in improving sensitivity to cultural differences.

  5. Other Relevant Issues • Who should be trained – only the “routine contact” staff or all staff ? • At Care1st, we believe in creating an overall culture of cultural competence by training all staff. • Time constraints – time plans can allocate • Our experience - 45 minutes new employee orientation; half a day – department job related; i.5 hours – annual training • Effective methods. • Not too much theory on cultural competence. More of how it applies in their work. Videos? Role playing? • Trainers • California Endowment: A Manager’s Guide to Cultural Competence Education for Health Care Professionals. • Measuring effectiveness of training • Awareness? Yes; Knowledge: Some; Skills? Some • Bi-lingual Contact employee communication effectiveness assessments. • Hiring contact staff speaking threshold languages • Linking to employee rewards system in the plan.

  6. QUESTIONSDISCUSSION

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