Maximizing Internal Resources to Address Language Assistance Needs: An Innovative Approach Using Bilingual Staff in a County Health Department

Federal and California regulations require that healthcare providers ensure limited English proficient (LEP) clients have access to language assistance services. The San Mateo County Health System (SMCHS) provides language assistance services to its LEP clients through formal interpretation and translation services. In addition, bilingual employees have been used for immediate and basic language assistance when needed. The Bilingual Employee Pilot (BEP) Project was developed to formalize the roles of bilingual employees and examine how their skills can best be utilized, their service tracked and their performance evaluated. A group of 25 SMCHS bilingual employees volunteered to participate in this pilot project. They received a two-day training in basic interpreting and cultural competency skills, and were added to a list from which SMCHS staff could request immediate and basic bilingual assistance. A BEP Advisory Group was also formed to oversee the project and provide guidance on implementation and policy considerations. The participant cohort provided basic oral and written language assistance between June 2009 and February 2010. Results from the project evaluation highlight the benefits and challenges involved in utilizing bilingual staff for language assistance needs. A number of administrative and logistical considerations need to be in place to support the use of bilingual staff in providing language assistance. Planning and implementation of such an approach requires collaboration with Human Resources, as well as support from senior health department leaders. With sufficient planning and support, bilingual staff can provide an innovative, internal approach to addressing language assistance needs.