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MassHealth and Language Access: Survey Report

Getting Through and Being Heard: Limited English Proficiency and MassHealth

MLRI surveyed bilingual enrollment assisters and advocates on the experience of Limited English Proficient (LEP) MassHealth applicants and members attempting to communicate with MassHealth by telephone. The survey results identified multiple barriers for LEP callers including delays, multiple transfers, and interpreters not fluent in the caller's language. It makes recommendations for improvements including clear protocols for when and how to offer an interpreter and better training for MassHealth employee and subcontractors.

The Survey Report is posted in the Health Section of the Masslegalservices website here:

Primary tabreport of a survey of bilingual enrollment assisters and advocates conducted by MLRI on the experience of Limited English Proficient (LEP) MassHealth applicants and members attempting to communicate with MassHealth by telephone. The survey results identified multiple barriers for LEP callers  including delays, multiple transfers, and interpreters not fluent in the caller's language. It makes recommendations for improvements including clear protocols for when and how to offer an interpreter and better training for MassHealth employee and subcontractors.