Meaningful Communication with Limited English Proficient Persons
The policy of the Division of TennCare (“TennCare”) is to ensure meaningful communication with persons who interact with TennCare. TennCare takes reasonable steps to ensure that persons with Limited English Proficiency (LEP) or whose primary language is not English have meaningful access and an equal opportunity to participate in our services, activities, programs, and other benefits.
All written materials contain information on how to obtain free language services like interpreters and translations. This information is included on documents, such as, provider directories and member handbooks. Vital documents and written materials that are critical to obtaining services are available in non-English languages upon request.
All interpreters, translations and other aids needed to comply with this policy are available free of charge to members, applicants, and their representatives. Language services are provided by qualified language service vendors. Interpretation services are available by telephone, electronically, or in-person. TennCare does not use bilingual staff to provide interpretation or translation services.
TennCare’s Office of Civil Rights Compliance (“OCRC”) reviews the language access needs of our TennCare population and updates and monitors the implementation of this policy and these procedures. Also, OCRC regularly assesses the effectiveness of these procedures, including the quality of the language vendor services, and resolves complaints filed by LEP persons.
On an annual basis, all TennCare staff receive training on TennCare’s nondiscrimination policies and procedures. New hires receive training as part of their onboarding process. All staff receive a training handout that includes information on how to assist LEP persons. All staff members have access to TennCare’s Language and Communication Assistance Services Guide on the intranet and can contact OCRC for assistance.
Types of help
Do you need help applying for or renewing your TennCare, requesting auxiliary aids and services, or requesting language services to communicate with TennCare? Call TennCare Connect for free at 855-259-0701.
If you believe that TennCare failed to provide these services, or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance/complaint with TennCare’s OCRC by email at HCFA.fairtreatment@tn.gov, mail at 310 Great Circle Road Floor 3W, Nashville, TN 37243, OCRC’s website at https://www.tn.gov/tenncare/members-applicants/civil-rights-compliance.html, or calling 615-507-6474 (TRS 711). If you need help filing a grievance, call TennCare Connect for free at 855-259-0701.