We never let language stand in the way of you and your care at
We communicate with our members in 11 different languages and dialects in addition to English. Our Cultural and Linguistics Department is available to help you, and we offer Member Services Representatives who speak Spanish, Cantonese & Mandarin, Armenian, Russian, Vietnamese, Khmer (Cambodian) and many other languages and dialects. For other languages, we can also assist you through our free interpreting services.
Additionally, we print many of our brochures in different languages:
How we Support:
The following are just some ways we demonstrate our commitment in assisting our members.
- FREE interpreting services to members with limited English proficiency (LEP) via telephone or face-to-face interpreters at your provider's office.
- FREE sign language interpreting assistance for our hard-of-hearing or deaf members.
- Member handbooks and other important information are available in English, Spanish, Arabic, Armenian, Farsi, Korean, Chinese, Khmer (Cambodian), Russian, Tagalog, and Vietnamese. Materials in other languages are available upon request.
- Education programs that are designed for our providers and their staff, and our employees to improve their understanding of how a member’s cultural background affects their approach to healthcare.
- Programs that increase the awareness and understanding of different cultures are also regularly organized for our diverse employee population.
- Upon request, free access to member informing materials in alternative format. This includes member documents in Braille, Electronic Text File, Audio, or Large Print.
The C&L Department is guided in its work by a Community Advisory Committee, which is comprised of community-based organizations that represents the population serves.
24-Hour & 7-Day after Hour Interpreting Services
This service is available at No Cost to members and providers. Call Member Services at . Please allow at least 5-7 business days for the request of face-to-face interpreter, and at least 14 business days for sign language assistance.
You should not use friends, family members, and minors as interpreters.
- Download the Protocol on "How to Access Interpreting Services"
This includes sign language.
- Free Interpreting Services Poster (San Diego)
- Protocol for TTY-TDD Assistance
Access to California Relay Services.
Request or Refusal of Interpreting Services Form
Access to Materials in Other Languages & Alternative Format
Health Education and Member informing materials are available to members in English, Spanish, Arabic, Armenian, Farsi, Korean, Chinese, Khmer (Cambodian), Russian, Tagalog, and Vietnamese. Other languages are available by request. To request materials in another language or in an alternative format, Braille, Electronic Text File, Audio, or Large Print after format. Please contact C&L Department at .
- How to access materials in other languages - Los Angeles County
- How to access materials in other languages - San Diego County
Referrals to Community Programs and Services
This service is available at no cost to members. It is important that patients are referred to culturally linguistically appropriate resources from community-based organizations and other available agencies. These programs and services go beyond health education classes and can include, but are not limited to Domestic Violence, Parenting, Support groups, Adoption Services, Family Counseling, etc. The C&L Department can assist you to locate community organizations and resources that offer culturally sensitive programs and services for your patients.
If you need to refer a patient to a culturally and linguistically appropriate service, please follow these steps:
- Refer to the C&L Services Community Resource Directories to locate and recommend the appropriate service.
- The C&L Specialist, with the assistance of the UM and/or Health Education departments if necessary, will make every effort to find the proper service and make an open-ended referral.
- After the patient has been contacted and referred to the appropriate agency or organization, the provider will be notified via fax.
Provider Office Interpretation Services Poster
A translated poster informing patients that they can receive interpretation services at no cost must be posted in visible areas in your office (i.e. reception desk, waiting room, exam room, etc.). This poster is translated into LA County's 10 threshold languages and will inform patients that they can receive interpreting services at no cost.
Provider & Staff Language Capability Self Assessment Tool
This tool was developed by health plans to help identify and document bilingual capabilities of practitioners and their staff. It also provides a way for providers and health plans to improve patient/member care and service in a collaborative manner.
It is important that all bilingual practitioners and members of their staff who speak with patients in a language other than English complete this form, and keep a copy on file along with additional qualifications.