Limited English Proficiency

This policy exists to ensure that all individuals served by Absolute Care Residences (ACR) have meaningful and equal access to services, regardless of their ability to speak, read, write, or understand English.

Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of national origin, which includes language ability. Because ACR receives federal and state funding through Home and Community-Based Services (HCBS), language access must be provided so that individuals with Limited English Proficiency (LEP) can fully participate in services.

ACR ensures that language will never be a barrier to safety, service access, service planning, or communication. Individuals with LEP will be offered interpretation and translation services at no cost to them, and will receive the same level of care as those who communicate fluently in English. Participants will be notified verbally and/or in writing that these services are available whenever needed.

Services are delivered in individuals' homes and community settings, so language access must be integrated into all staff interactions, including intake, care coordination, direct care support, incident follow-up, communication with family or representatives, and service planning.

Access to Language Support

When staff identify or suspect that a participant or family member has limited English proficiency, they will immediately connect to qualified interpretation services through ACR's contracted language provider. If appropriate and preferred by the individual, an adult family member may assist with communication, though interpretation by children will not be permitted except in a true emergency.

ACR maintains a list of approved interpretation resources along with simple staff instructions so assistance can be accessed quickly during home visits or community contacts.

Translation of Documents

Any essential service documents, including rights information, consents, and critical service communications, will be translated into the participant's language when requested. Translations will be completed within a reasonable timeframe and at no cost to the individual.

Communication and Documentation

Staff will ensure that participants understand the information being discussed and that important decisions are explained in the participant's preferred language. Use of an interpreter will be documented in the participant's record to demonstrate compliance.

Staff Training and Responsibility

All ACR employees receive training on this policy and on the proper use of interpretation services. Staff are responsible for recognizing communication barriers, requesting language assistance promptly, and maintaining privacy and respect throughout all interactions.

Any communication concerns or challenges related to language access must be reported to a supervisor immediately.

Any individual who believes their language needs were not properly met may submit a complaint directly to ACR. No person will face retaliation for raising a concern. If an issue cannot be resolved internally, it may be escalated to the Pennsylvania Department of Human Services, Bureau of Equal Opportunity.

ACR will never deny or delay services due to language ability. All participants, including those with LEP, must receive equal treatment, full access to benefits, and person-centered support aligned with their goals and needs.