Monitoring Language Assistance Effectiveness

Los Angeles County Department of Mental Health (LACDMH)
Monitoring Language Assistance Effectiveness

Effective dates: July 1, 2024

Monitoring Language Assistance Effectiveness

Evaluation of Language Assistance

LACDMH regularly assesses the quality of our language assistance provided to LOTE speakers by administrating two online satisfaction surveys to the end users of our language services. These include:

  • The ARISE Division Interpreter Satisfaction Survey. (See Appendix)
  • The ARISE Division ASL Service Satisfaction Survey. (See Appendix)
  • Translation of written materials is reviewed for accuracy by the LACDMH bilingual workforce.

The online surveys began in the last quarter of FY 22-23. Surveys are distributed after each service by LAS coordinators. Sample sizes vary depending on appointment volume, LAS requests, and user participation. In FY 23-24:

  • ASL Service Satisfaction Survey sample size: ~210
  • Non-ASL LAS Survey sample size: ~50

Feedback from completed surveys is reviewed by the ARISE Division. Additional feedback may be emailed to:

The annual Consumer Perception Survey (CPS) assesses satisfaction in areas including access, participation, outcomes, and cultural sensitivity. Results are analyzed thematically and shared with leadership. Key language and culture-related items include:

  • Staff sensitivity to cultural background
  • Written materials in preferred language
  • Services in preferred language

Change of Provider Form

Clients can request a change in program or practitioner using the Request for Change of Provider form. Common language-related reasons include:

  • Language concerns
  • Not being understood
  • Insensitive or unsympathetic behavior
  • Uncomfortable interactions
  • Lack of connection

Complaint Process

The Patients’ Rights Unit manages grievances about language accessibility and other service concerns. Grievance/Appeal Forms can be submitted orally, in writing, or online. The form is available in multiple languages, and PRO provides mediation when needed.

Complaint Handling Procedures

  1. Request for Change of Provider forms must be available at all service sites.
  2. Staff must assist beneficiaries with the form if needed.
  3. Program managers have 10 working days to respond and must maintain documentation for 10 years.
  4. Unresolved requests may proceed through the Beneficiary Problem Resolution process.

Grievance/Appeal Forms & Procedures

Available in:

  • Arabic
  • Armenian
  • Cambodian
  • Chinese
  • English
  • Farsi
  • Korean
  • Russian
  • Spanish
  • Tagalog
  • Vietnamese

Notice of Adverse Benefit Determination (NOABD)

When services are denied, reduced, or delayed, clients receive an NOABD. The Patients’ Rights Office can help with appeals. Forms are available in threshold languages and include:

  • MH 726 Notice of Action A (Assessment)
  • MH 727 Notice of Action E (Lack of Timely Service)

Each form is offered in: English, Arabic, Armenian, Cambodian, Simplified and Traditional Chinese, Farsi, Korean, Russian, Spanish, Tagalog, and Vietnamese.