Requirements for American Public Life
- Inform customers that interpreter and translation services are available free of charge in 15 non-English languages by providing a language assistance notice.
- Offer verbal interpretation services in any language at all American Public Life and health care provider points of contact.
- Discourage use of family and friends, especially minors, as interpreters.
- Use qualified interpreters and bilingual staff who have been tested for proficiency and are knowledgeable about health care benefit terminology in non-English languages.
- Provide cultural competency and CA LAP procedural training for all American Public Life staff that routinely interact with CA LAP-eligible customers.
- Collect and store American Public Life customers’ race and ethnicity information, as well as their preferred spoken and written languages, in a secure database to ensure confidentiality.
- Assess customer demographics at least every three years to identify threshold languages.
- Keep a record of a customer’s refusal of interpreter services.
- Document, track, and trend CA LAP complaints.
- Monitor CA LAP compliance.
If you believe that American Public Life has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance by sending an email to CustSvc@ampublic.com or by writing to the following address:
P.O. Box 925
Jackson, MS 39205
If you need assistance filing a written grievance, please call 800-256-8606 or send an email to CustSvc@ampublic.com.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, or 1-800-537-7697 (TDD)
Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.