In this issue

• Interpreter services during COVID-19 pandemic
• Provider updates
• Interpreter updates
• Scheduling remote interpreters
• Reminders!

Resources for providers and interpreters

FOR PROVIDERS: FAQs

How do I schedule for DeafBlind clients?

A hearing interpreter and Certified Deaf Interpreter (CDI) will be provided. You must send meeting invitations to both interpreters.

The sign language agencies will help coordinate this. If you have questions or need assistance, you must contact the sign language agency.

To view a flow chart of the visual process and for additional information, please visit the DSHS Sign Language Interpreters webpage.

How do I request a sign language interpreter

All sign language requests must be submitted through HCA's ProviderOne system. You must attach the DSHS 17-123b form to your request.

See our Submitting a sign language request desk aid for additional information.

When will I know if my sign language request has been filled?

The sign language agency will contact you directly once an interpreter has been assigned.

Remember to include your contact information on the DSHS 17-123b form.  

How do I check interpreters in/out for OPI requests

You must:

• Log into the Universal scheduling portal
• Open the request
• Click the "edit" button in the upper right-hand corner
• Complete the 'Actual Start' and 'Actual End' times

FOR INTERPRETERS: FAQs

How do I receive OPI requests?

In order to provide OPI services, you must update your Universal profile to include:

• OPI phone number
• OPI phone type
• OPI PIN

For more information, visit Universal's Interpreter HCA OPI Guides.

How do I check in for OPI requests?

Requesters will continue to check interpreters in/out online.

You must still log into the Universal scheduling portal to approve/ dispute the start and end times for each job.

How should I disconnect from an OPI service call?

You must wait on the line and will be automatically disconnected from the call when the requester hangs up.

What happens if I am still on a call when my next job is about to start?

The policy for OPI will remain the same as in-person. The interpreter should be available at the start of the next job.

FOR INTERPRETERS: RESOURCES

National Standards on Culturally and Linguistically Appropriate Services (CLAS)

Registry of Interpreters for the Deaf, Inc.

Washington Department of Social and Health Services, Language Interpreter and Translator Code of Professional Conduct

Interpreter services

HCA's monthly interpreter services (IS) newsletter

Authorized requestors: The Health Care Authority (HCA) provides this as a resource of new developments and reminders about how you can access interpreters for your Apple Health (Medicaid) clients and Social Service visits.

Spoken language interpreters: Universal Language (Universal) is available to assist you with completing the requirements to provide interpreter services for HCA, Department of Social and Health Services (DSHS) and the Department of Children, Youth, and Family (DCYF) jobs. Visit HCAUniversal.com for more information.

Sign language interpreters: In order to provide services for HCA jobs, you must register with the Office of Deaf and Hard of Hearing (ODHH). For more information, visit the ODHH Sign Language Interpreters webpage.

Interpreter services during COVID-19 pandemic

Spoken languages

HCA will no longer allow Medicaid in-person interpretation during the Governor's Stay home, Stay Healthy order. HCA has entered into an emergency contract with Universal to offer Over the Phone Interpreting (OPI) during the Governor's order.

Medicaid providers will be able to request OPI through Universal's scheduling portal, just like they do now for face-to-face interpreting.

For more information, visit Universal's Requester HCA OPI Guide or Interpreter HCA OPI Guide.

Sign languages

DSHS has implemented an emergency policy change to allow local sign language interpreters to provide access through your video conference technology.

Effective immediately, sign language interpreters may participate in your health care appointments, including telemedicine/telehealth appointments, using whichever remote option your office utilizes.

For more information, visit the ODHH Sign Language Interpreters webpage.

Provider updates

• Effective January 1, 2020, all sign language interpreter requests must be submitted through HCA's ProviderOne Prior Authorization system.
  • Check out our quick reference desk aid for submitting sign language requests on our Sign Language Transition webpage for more information.
• HCA will continue to offer a reimbursement option for sign language requests.
  • HCA will not issue reimbursements that exceed the rates determined by the ODHH website. 
  • You are responsible for any remaining balance.
• HCA will continue to offer a reimbursement option for behavioral health requests.
  • HCA will not issue reimbursements that exceed the Collective Bargaining Agreement agreed rates.
  • You are responsible for any remaining balance.

Interpreter updates

• Effective March 30, 2020, spoken language interpreters may participate in health care appointments via phone or video methods
• Rates for OPI will follow the same payment rate for face-to-face interpreting
• Due to the COVID-19 pandemic, effective March 2, 2020, HCA has suspended any incidents resulting from givebacks until further notice
• Effective April 1, 2020, the 14 minute buffer time for spoken language jobs was removed.
  • Interpreters may accept HCA jobs with scheduled start times equal to the scheduled end times of previous jobs as long as they do not overlap

Scheduling remote interpreters

Spoken languages

In order to have a spoken language interpreter participate remotely, you must:

• Log into the Universal scheduling portal
• Create a new interpreter request
• Select "Phone Pre-Scheduled" from the drop down menu in the "Type of Service" field.

See our exception policy for extenuating circumstances that require an in-person interpreter.

Sign languages

In order to have a sign language interpreter participate remotely, you must:

• Submit your request through ProviderOne Prior Authorization
• Attach the completed DSHS 17-123b form
• Include a note at the top or bottom of the DSHS 17-123b form stating:
  • The appointment needs to be conducted remotely
  • What program/application you will be using:
    • GoToMeeting, Zoom, Skype, etc.

Once HCA processes the request, you will be contacted directly by the sign language agency or independent contractor.

To view a flow chart of the process and for additional information, visit the DSHS Sign Language Interpreters webpage.

Reminders!

Provider participation

Providers are required to assure language access according to Title VI of the Civil Rights Acts of 1964 and the Americans with Disabilities Act (ADA). Our Interpreter Services Program supports you in this effort by offering interpreter services for Medicaid covered appointments through our contract with Universal.

Participation in our program is voluntary. However, when using the HCA’s state-paid interpreter services, you must follow the program policies and guidelines. Additional information can be found on our HCA interpreter services webpage.

Spoken language interpreter participation

During the Governor's Stay Home, Stay Healthy order, you must log into the Universal portal and review the interpreter notes' field to verify if any conference/video details have been provided.

At the time of the job, you are responsible for dialing or logging into the conference/video call.

For additional information, please refer to the Interpreter Guide.