Appendix A Linguistic and Cultural Competence Elements and Indicators

This table lists the LCC Guideline elements and the respective indicators, which demonstrate full compliance.

1. Organizations should have a linguistic and cultural competence plan for the funded program(s) or for the organization as a whole that includes clear goals, outcomes, policies and procedures related to the provision of culturally and linguistically appropriate services.
  1. The LCC Plan addresses in a meaningful way the guidelines in this document and is consistent with the organization's mission.
  2. The LCC Plan has defined short-term and long-term goals and outcomes that improve services to LEP Customers, persons who are hard of hearing or Deaf, and persons with low literacy.
  3. The LCC Plan identifies a staff member responsible for overseeing its implementation.
2. Organizations should implement strategies to recruit, retain, and promote at all levels, diverse personnel and leadership that are representative of the service area's demographic characteristics. Regular staff training should be incorporated as a key element to strengthen cultural competency.
  1. The LCC Plan demonstrated hiring, retention and promotion of staff of racial and ethnic backgrounds representative of target population served.
  2. The LCC Plan notes that personnel at different levels receive ongoing education and training in culturally and linguistically service delivery.
  3. The LCC Plan establishes requirements for specific language skills in job descriptions and remuneration for language skills.
3. Organizations should provide hearing impaired and language assistance services, including bilingual personnel and interpreter services, at no cost to each LEP Customer, or those who are hard of hearing or Deaf, at key points of contact, in a timely manner that facilitates maximum access to services.
  1. The LCC Plan includes evidence that appropriate interpretation services are provided to the LEP Customers in a timely manner.
  2. The LCC Plan includes an assessment of personnel and interpreters' ability to effectively communicate in a language other than English or to provide American Sign Language in their specific field of service.
  3. The LCC Plan notes that family, friends, or other unlicensed or untested individuals are not used to provide interpretation services.
4. Organizations should provide to consumers in their preferred language both verbal and written notices of their right to receive language assistance services that are culturally appropriate.
  1. The LCC Plan notes that easily understood consumer-related materials and visible notices are posted in languages of commonly encountered groups represented in the service area.
  2. The LCC Plan notes that pertinent written, oral, and symbolic consumer materials, including consent forms, statement of rights forms, posters, signs, and audio tape recordings, are available in the language of the consumer, including Braille, and available at all key points of access.
  3. The LCC Plan puts quality assurance measures in place to verify accuracy of translated documents.
5. Organizations should collect customer data to ensure that every effort is made to provide consumers with effective, understandable and respectful services, provided in the consumer's preferred language and in a manner sensitive to cultural beliefs and practices.
  1. The LCC Plan is data driven, based on analysis of verifiable service and demographic data, including the consumers' self-identified primary spoken language, race, ethnicity, need for language assistance and how language assistance was provided (e.g. on-site interpreter, telephone interpreter, preferred interpreter or brought own interpreter).
  2. The LCC Plan uses the data to assess new and emerging community and population needs.
  3. The LCC Plan notes that the organization tracks consumer satisfaction with language access services and with sensitivity to consumer culture.