Cultural and Linguistic Services Program
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For information about, or referrals to, Cultural and Linguistic Services, please call the Health Education Line at 1 (800) 700-3874 ext. 5580 or via e-mail at Cultural & Linguistics Services Program.
The Alliance strives to provide culturally and linguistically appropriate health care services to our members.
We accomplish this by providing:
• Services and interventions that meet the needs of our diverse
• Connections to community partners to reduce health disparities.
• Interpreter services for members with Limited English Proficiency
(LEP) or who are deaf or hard of hearing (HOH). Click the Language
Assistance Services tab below for more information.
• Cultural and Linguistic (C&L) tools to our contracted providers to
improve provider-patient communication.
Please see our Interpreter Services Provider Quick Reference Guide for more information on telephonic and face-to-face interpreting services, including access code and referral process.
Click here to download the face-to-face interpreter request from and submit all requests by fax to 1 (831) 430-5850.
The Alliance offers interpreter services for eligible Alliance members with Limited English Proficiency (LEP) or who are Deaf or Hard of Hearing (HOH). All services are free of charge to providers and members.
• Telephonic: Pacific Interpreters provides telephone interpreters 24 hours a day, 7 days a week.
Call 1 (855) 469-5222 to connect with an interpreter and provide the Alliance provider access code 844038.
To see a complete list of languages offered by Pacific Interpreters, see the Over-the-Phone Interpreting Language List.
• Face-to-Face: American Sign Language (ASL) and language interpreters can be scheduled for members who are Deaf or Hard of Hearing (HOH) and/or for complex cases.
Please call the Alliance Health Education Line at 1 (800) 700-3874, ext. 5580 or submit a request form via fax at 1 (831) 430-5850.
Requests should be made within 5-7 business days for all American Sign Language (ASL) and 7-10 business days for all non-ASL.
• Alliance Interpreter Services Quick Reference Guide
• Tips for working with interpreters
Summary of Requirements
Federal and state laws require medical providers to offer qualified interpreters when needed. Using an untrained interpreter may result in miscommunication of medical information and compromise quality of care. The Alliance discourages providers to use family members or any unqualified personnel as interpreters.
Per Federal and State regulations and Alliance contracts, Alliance medical providers must:
• Offer LEP and hearing-impaired patients a qualified interpreter at no cost to the patient.
• Not require patients to bring their own interpreters or suggest that they use a friend or family member to interpret.
• Using an untrained interpreter may result in miscommunication of medical information and compromise quality of care.
• Document every patient’s language in the medical record.
• Document in the medical record if the patient refuses an interpreter and prefers to use a family member or friend.
For more information, please see State and Federal Regulations on Linguistic Access, Interpreters, and Cultural Competence.
Other Supporting ResourcesChart labels to document Alliance patient language and offer/refusal of interpreter services. Order free labels for your Alliance members or use this template to print.
Interpreter Services Quality Assurance Form: Use this form to report an Interpreter Services incident or problem.
Cultural and Linguistic Group Needs Assessments
The Alliance conducts a comprehensive Group Needs Assessment (GNA) of our members every five years. The results help us understand the cultural and linguistic needs of our members, and therefore improve services for both members and providers.
2016 GNA Report – Coming Soon!
For more information, call the Health Education Line at (800) 700-3874 ext. 5580.
Cultural Competence and Health Literacy Tools for Providers
Provider Tools to Care for Diverse Populations
• Better Communication, Better Care: Provider Tools to Care for Diverse Populations
• Cultural Competence Health Practitioner Assessment
• Health Literacy Kit
• Think Cultural Health: A Family Physician’s Practical Guide to Culturally Competent Care
• The Provider’s Guide to Quality & Culture
• English-Spanish Managed Care Glossary of Terms