It is the policy of Chrysalis Health to comply with the requirements set forth in the Americans with Disabilities Act, Section 504 of the Rehabilitation Act as well as other applicable local and state regulations. For special accommodations or to request materials in accessible format, please contact us at (954) 587-1008 (ext. 1021). If you are hearing or speech impaired please use the Florida Relay Service 1-(800) 955-8770 (Voice) or 1-(800) 955-8771 (TTY).

POLICY AND PROCEDURE

MEETING COMMUNICATION NEEDS OF CLIENTS AND FAMILIES

POLICY

Chrysalis Health will assess and address the communication needs of clients and families presenting and/or receiving services.

PURPOSE

To ensure that all individuals presenting for and/or receiving services from Chrysalis Health can communicate effectively in order to participate in services.

PROCEDURE

  1. Chrysalis Health has sufficient numbers of bilingual personnel (English, Spanish and Creole speaking) for all programs in which confidential interpersonal communication is necessary for adequate service delivery.  Bilingual staff (English, Spanish and Creole speaking) of all levels and disciplines is readily available for all clients.
  2. Basic program information is available in English, Spanish and Creole.
  3. Assistive Listening Devices, such as personal amplifiers, are available for hearing-impaired clients at all programs through the process outlined below.
  4. Chrysalis Health ensures effective communication for clients, and/or individuals referred for services, in accordance with, but not limited to, the following: ADA, Section 504, and DCF/Community Based Care contractual requirements. Chrysalis Health implements the following measures to maintain and/or monitor compliance:
    1. Documenting the prospective client’s and/or guardian’s preferred method of communication and any requested and/or provided auxiliary aids/services on the Referral Demographic Form, as applicable.
      1. The designated Intake staff for each program will ensure the prospective client’s and/or guardian’s preferred method of communication and any requested auxiliary aids/services is documented on the Referral Demographic Form
        1. Clients with LEP will be assigned to a service provider fluent in the client’s preferred language of communication. If the agency does not have an available service provider on staff, then
          1. interpreter services must be accessed
            1. Required for DCF funded clients.
          2. A referral to a service providing agency with available fluent staff in the client’s preferred language of communication.
      2. The Intake staff shall complete an Auxiliary Communication Aid/Service Request Form for any client and/or guardian requesting an Auxiliary Communication Aid/Service.
      3. The Intake staff shall forward any Referral Demographic Form and Auxiliary Communication Aid/Service Request Form, in which the client and/or guardian has requested any communication and/or auxiliary aid/services to the CQI Director.
      4. The CQI Director will follow all required steps to address any client and/or guardian communication and/or auxiliary aids/services requests received, which may include but are not limited to:
        1. Coordination and provision of requested auxiliary aids/services for clients accepted for services.
          1. Documentation of provision of requested auxiliary aids/services, as applicable.
            1. Required for DCF funded clients.
        2. Coordinator and provision of requested interpreter services for clients accepted for services.
          1. Required for DCF funded clients,
            1. Interpreter services must be provided by a qualified/certified interpreter and cannot be provided by a family member or friend of the client.
        3. Explanation and supporting justification for any request for communication and/or auxiliary aids/services which are not honored.
        4. Notification of the client’s preferred method of communication and any auxiliary aids/service needs to any outside agency in the event a client is referred elsewhere for services.
      5. The Referral Demographic Forms will be kept on record in the client file.
      6. Auxiliary Communication Aid/Service Request Form will be kept on file with the CQI Director.
      7. Documentation of provision of requested auxiliary aids/services will be kept on file in the client record and forwarded to the CQI Director, as applicable.
        1. Auxiliary Communication Aid/Service Waiver Form must be signed at admission and kept on record in the client file, a copy must be sent to the CQI Director.
        2. Documentation of service provision must note the applicable Auxiliary Communication Aid/Service used by the client during the receipt of services.
        3. Initial and on-going DCF documentation is required for DCF funded clients.
  5. For clients with severe speech impediments or other unique communication needs not otherwise addressed in this policy, Chrysalis Health will contact the local area Department of Children and Families Civil Rights Compliance Officer or another local area communication/service resource to seek and/or coordinate communication assistance.