Procedures

Los Angeles County Department of Mental Health (LACDMH)
Procedures

Effective dates: July 1, 2024

Procedures

Identifying Preferred Languages

LACDMH procedures to identify LOTE speakers’ preferred language and how staff are trained in those procedures:

  • For clinical services (inpatient, outpatient, and field-based), LACDMH collects the consumer’s primary/preferred language at first contact. This ensures proper matching to linguistically and culturally competent providers or, when needed, arrangement of interpreter services.
  • The LACDMH 24/7 Help Line prompts callers to request language support. Over-the-phone interpreter services are provided when needed for effective communication.
  • Clients, family members, or community members can request language accommodations for outreach events and stakeholder meetings. The ARISE Division processes requests and arranges for professional interpreters.
  • The ARISE Division – Cultural Competency Unit and Language Assistance Services Unit regularly train the workforce on how to secure interpretation, captioning, and translation services through in-service presentations held during key management meetings.

Cultural and Linguistic Needs Documentation

As outlined in the LACDMH Organizational Provider’s Manual:

“When special cultural and/or linguistic needs are present, there must be documentation in the clinical record indicating the plan to address them. If exceptions are made, they must be documented with an explanation.”

Culture encompasses thoughts, communication, customs, beliefs, and more. It affects how care is understood and delivered, what is perceived as a problem, and who is expected to provide treatment.

Cultural considerations may include race, ethnicity, religion, spirituality, gender, sexual orientation, and other personally expressed identity factors.

Vital Documents

The following documents are vital to LOTE speakers who receive services from LACDMH:

  • LACDMH P&P 200.09, 200.03, 200.02 (see Appendix)
  • National Culturally and Linguistically Appropriate Standards (see Appendix)
  • Cultural Competence Plan Requirements (CCPR) (see Appendix)
  • Medi-Cal Plan Guidelines (see Appendix)
  • LACDMH Health Plan Poster Regarding Language Accommodations (see Appendix)
  • Grievance and Appeal Forms and Procedures (see Section 6I)
  • Notice of Action (see Section 6I)

These documents support effective access for underserved consumers who require language support to engage in treatment and departmental activities.

LACDMH translates key clinical forms and informational materials into threshold and select non-threshold languages based on client needs. Examples include:

  • Advance Health Care Directive Acknowledgement
  • ADA Complaint Form
  • Authorization for Use/Disclosure of PHI
  • Beneficiary Problems Resolution Process
  • Consent for Services and Tele-Psychiatric Services
  • Consent to Photograph/Audio Record
  • Grievance and Appeal Forms
  • Outpatient Medication Review
  • Service Area Provider Directories

Public materials include: “We are Here to Help” flyers, wellness brochures, CPS announcements, client satisfaction surveys, and program-specific outreach like PIER or FSP.

Policy on Untrained Interpreters

LACDMH discourages the use of untrained interpreters. Guidance is provided in the following policies:

  • P&P 602.01
  • P&P 200.03

These policies outline the risks of using untrained individuals and emphasize the importance of professional interpretation to ensure quality, confidentiality, and accuracy.