AZ
"32. AMERICANS
WITH DISABILITIES ACT
People with
disabilities may request special accommodations such as interpreters, alternative
formats or assistance with physical accessibility. Requests for special
accommodations much be made with at least three days prior notice by calling
Doug Peeples at (602) 417-4538." Arizona Contract, page 62.
CO
"III.
MARKETING…
D. Marketing
Activities...
3. All
marketing materials… must be at least 12-point type size and must comply
with requirements under the Americans with Disabilities Act to include
a statement offering Members information in another form upon request,
such as Braille, large print, or audio tape." Colorado Contract,
pages 16, 18.
"XIV.
SERVICE DELIVERY…
C. Accommodation
of Enrolled Populations with Special Health Care Needs...
3. Communication:
The Contractor shall have mechanisms to ensure that Members with Communication
Disabilities and Members for whom English is not the primary language are
reasonably accommodated to promote accessibility and availability of services
at no cost to Members.
a.
Interpreter services and/or bilingual staff must be available to conduct
the appropriate, non-emergent assessment and treatment of non-English speaking
Members and Members with Communication Disabilities .
b. Whenever an individual because of language or a Communication Disability requests an interpreter in order to obtain Covered Services, the Contractor shall provide the individual with timely access to an interpreter necessary to render effective health care consistent with generally accepted medical and surgical practices and standards prevailing in Colorado if such interpreter services are reasonably available upon the diligent effort by the Contractor to obtain such services...
c. Access to TDD and interpreter services for Members with hearing impairments must be made available in such a way that will promote accessibility and availability of Covered Services…
e. Member information must be made available for Members with visual impairments, including, but not limited to, Braille, large print, or audio tapes. For Members who cannot read, member information must be available on audio tape.
f. The Contractor shall maintain a protocol to advise Members of all Member rights and responsibilities (Section XVIII), to handle Complaints to assess patient satisfaction and to ensure the accessibility and availability of all Covered Services provided by the Contractor for… Members with Communications Disabilities...
5. Physical
Barriers: The Contractor shall make reasonable accommodation for Members
with Disabilities, and shall stipulate in its subcontracts with Participating
Providers that physical and barriers to communication shall not inhibit
Members with Disabilities from obtaining Covered Services.
a.
The Contractor shall have written policies and procedures to ensure compliance
with requirements of the Americans with Disabilities Act of 1990."
Colorado Contract, pages 46, 49-51.
"XVIII. MEMBER
RIGHTS AND RESPONSIBILITIES
A. Member Rights
The Contractor
shall establish and maintain written policies and procedures for
treating all Members in a manner that is consistent with all rights
enumerated in 10 CCR 2050-10, § 8.207.5, as well as the following:
...
6. to interpreter services for Members with Communication Disabilities or non-English Speaking Members when such an interpreter is necessary in order to render effective communication in connection with the provision of Covered Services…" Colorado Contract, page 58.
CT
"3.17
Children's Issues and EPSDT Compliance
In order to
meet the requirements of the Early and Periodic Screening, Diagnosis and
Treatment program as set forth in §§ 1902(a)(43) and 1905(r)
of the Social Security Act, the MCO shall: ...
e. Take
all necessary steps to ensure that its Members under the age of 21 receive
EPSDT screening services and any necessary diagnostic and treatment services,
including, but not limited to: ...
4. providing
interpreters to Members with limited English proficiency and Members who
are hearing and visually impaired.
f. No
later than 60 days after enrollment in the plan and annually thereafter,
use a combination of oral and written methods for communicating with…Members
who are visually or hearing impaired..." Connecticut Contract, pages
26-28.
"3.27
Linguistic Access...
c. The
MCO shall also take appropriate measures to ensure access to services by
persons with visual and hearing disabilities…" Connecticut Contract,
page 38.
DE
"5.6 Interpretive
Services
MCOs will be
required to have available interpretive services. MCOs will be required
to provide Spanish interpretive services at all times and for all other
languages upon request. These requirements will extend to both in-person
and telephone communications to ensure that members are able to communicate
with the MCO and providers and receive covered benefits. All information
materials must be printed in the appropriate language and all entities
will have TDD communication services available.
All MCO facilities and provider facilities will be handicapped accessible as required by the Americans with Disabilities Act.
5.7 Services
for Enrollees with Sensory Impairments
The MCO must
agree to develop appropriate methods for communicating with its visually-
and hearing-impaired members and accommodating the physically disabled.
DHSSHP members must be offered standard materials, such as handbooks, in
alternative formats (i.e., large print, Braille, cassette, and diskette
for participants with sensory impairments)…" Delaware RFP, page II.18.
"9.1 Twenty-Four
(24) Hour Coverage
The MCO must
agree to provide coverage, either directly or through its PCPs, to members
on a twenty-four (24) hours per day, seven (7) days per week basis. The
MCO also must have written policies and procedures describing how members
and providers can contact it to receive instruction or prior authorization
for treatment of an emergent or urgent medical problem. The policies and
procedures must be made available in an accessible format upon request.
Direct contact with qualified clinical staff must be available through
a toll-free, telephone number at member services, and a telecommunication
device for the deaf telephone number; recorded messages are not acceptable."
Delaware RFP, page II.58.
DC
"I. SERVICE
AND ACCESS...
4.
Translation Requirements
a.
All materials furnished to prospective and current enrollees shall be available
in English and Spanish, as well as other languages designated by the District."
District of Columbia Contract, pages 28, 30.
HI
"30.730 Children's
Medical and Behavioral Health Services (EPSDT Services)...
* Informing
EPSDT eligible recipients and their families about the benefits of preventive
health care, how to obtain timely EPSDT services, and providing health
education and anticipatory guidance. Informing consists of the following
requirements: ...
- Informing
should be done in nontechnical language and use accepted methods for informing
persons who are blind or deaf…" Hawaii RFP, pages 23-24.
HIBH
"30.700
Scope of Behavioral Health Services...
The BHMC plan's
services shall be guided by the following principles. Services shall:
...
• Be
adaptable to meet the special needs of groups such as persons who are vision
impaired, health impaired, hearing impaired, physically disabled, developmentally
disabled, homeless, homebound and those who have language barriers."
Hawaii Behavioral Health RFP, page 26.
"30.900
Other Services to be Provided
In addition
to the behavioral health services listed in Subsection 30.710 the plan
shall provide certain specialized services. This section lists the
required other services...
• Cultural/linguistic
services
The BHMC plan
shall be responsible for identifying Cultural/linguistic/communication
needs ( e.g. interpretation services, TDD, alternative formats for materials
for persons with vision and hearing impairments) and shall assist the member
to obtain the needed services. These methods shall be available whenever
needed by members. The BHMC shall identify the health practices and
behaviors of the members to design programs, interventions and services
which effectively address culture; and language barriers to the delivery
of appropriate and necessary health care services.
The BHMC plan shall demonstrate the capability to effectively communicate with members so that the members understand their condition(s), the recommended treatment(s) and the effect of treatment on their condition including side effects. The BHMC plan shall describe its approach to providing culturally appropriate and linguistically competent services in its proposal." Hawaii Behavioral Health RFP, page 32.
IN
"4.6.3
Provider Network and Access to Care Requirements and Reporting Standards
The MCO must
meet the following provider network and access to care requirements: ...
*
PMPs and other network providers should have a comprehensive system in
place to handle enrollee's needs pertaining to... disabilities..."
Indiana RFP, pages 4-20 - 4-21.
IA
"4.11.1
Accessibility of Services...
The HMO shall
assure that Covered Services are accessible to all Enrollees, including
those with… physical and mental disabilities." Iowa Contract, page
28.
"4.12.
Enrollee Information...
The HMO shall
mail a Enrollee handbook to the Enrollee within ten calendar days of enrollment
notification to the HMO, which, at a minimum, shall include: ...
Enrollee information
shall be made available to the visually impaired in large print and Braille
formats or through recorded cassettes as necessary." Iowa Contract,
pages 30-31.
IABH
"44.0
NETWORK MANAGEMENT
The Contractor
shall conduct ongoing network management activities which include, but
are not limited to: ...
7) The
Contractor will assure access to mental health and substance abuse treatment
services which accommodate eligibles with disabilities (e.g. Deafness,
visual impairments, physical impairments, mental retardation, etc.)
The Contractor shall reimburse the services of interpreters or those with
other special training as necessary to comply with this requirement…"
Iowa Behavioral Health Contract, pages 29, 31.
KS
"Twenty-Four-Hour
Coverage...
Direct contact
with qualified clinical staff must be available through a toll-free number
services voice and telecommunications device for the deaf telephone number;
recorded messages are not acceptable..." Kansas Contract, page 18.
KY
"7.8.1 Member
Services Function...
The Partnership shall have a toll-free 24 hour, seven-days-per-week Member
Services telephone number, including a telecommunication device for the
deaf to assist members in obtaining and appropriately using emergency or
urgent care….
Appropriate foreign language interpreters shall be available as necessary to ensure availability of effective communication regarding treatment, medical history, or health education…The Partnership staff shall be able to respond to the special communication need of the disabled, blind, deaf and aged and effectively interpersonally relate with economically and ethnically diverse populations…" Kentucky RFA, page 52.
"7.8.5 Member
Information Materials...
Braille
and audio tapes shall be available for the partially blind and blind...Telecommunication
devices for the deaf shall be available." Kentucky RFA, page 59.
MD
"K. Documentation
of access provisions to address the needs of enrollees who:
(2) Are
deaf; or
(3) Have
one or more physical, mental, or developmental disabilities..." Maryland
COMAR 10.09.64.06.
".01 Access
Standards: Addressing Enrollees' Individualized Needs...
B. Special
Access:
(1) An
MCO shall on request accommodate the special access needs of enrollees
who: ...
(b) Are
deaf and require qualified interpreters.
(2) As
a part of its initial application, a prospective MCO shall describe, for
the Department's consideration, what special access provisions the applicant
has made to fulfill the requirements of this section." Maryland COMAR
10.09.66.01.
MA
"Section 2.6
Access...
D. Access
for Enrollees with Disabilities
The Contractor
shall ensure access to MCO Covered Services for Enrollees with disabilities
by ensuring that physical and communication barriers do not inhibit Enrollees
with disabilities from obtaining services from the Contractor's Plan…"
Massachusetts Contract, pages 47-49.
"Section 2.7
Member Services...
E. Operate
a toll-free Member Services telephone line a minimum of eight hours per
day during normal business hours. Monday through Friday, which shall:
...
4. Maintain
the availability of services, such a TYY services or comparable services
for the deaf and hard of hearing…" Massachusetts Contract, pages
49-51.
MN
"Section 6.15.
Serving Minority and Special Needs Populations. The HEALTH PLAN must offer
appropriate services for the following special needs groups. Services must
be available within the HEALTH PLAN or through contractual arrangements
with providers to the extent that the service is a covered service pursuant
to this Article…
Section 6.15.2.
Elderly, Physically Handicapped and Chronically Ill: ...
Section 6.15.4.
Enrollees with Language Barriers: ...
Section 6.15.6.
Dual MI/Developmentally Disabled (DD) or MI/CD clients: ...
Section 6.15.8.
Hearing Impaired: access to TDD and hearing impaired interpreter
services...
Section 6.15.11.
Developmentally Disabled (DD): ...
Section 6.15.12.
Visually Impaired: ..." Minnesota Contract, pages 66-68.
MO
"r. The health plan must agree to make available member handbooks in languages other than... i.e., large print, Braille, or cassette and diskettes for members with sensory impairments." Missouri RFP, page 45A.
"2.7.2 In addition, the health plan must agree to develop appropriate methods for communicating with its visual and hearing impaired members and accommodating the physically disabled. MC+ members must be offered standard materials, such as handbooks in alternative formats, i.e. large print, Braille, cassette and diskette immediately upon request for members with sensory impairments. The State will identify anyone needing alternative formats at enrollment." Missouri RFP, page 55.
NE
"10.5 Goal: Marketing and educational materials that are developed in appropriate formats that meet the needs of the client, and that are available in a timely manner, and in adequate supply...
The workplan shall identify key enrollment information such as member and provider handbooks, description of the benefit package, member services, provider directories, specialty/ancillary services, etc. The workplan shall describe how the plan will determine the needs of the client, e.g., reading level, languages, enhanced methods of availability such as Braille, audio, video, etc., and that the materials are meeting the needs on an ongoing basis…" Nebraska Contract, page 51.
"11.2 Distribution
of Informational and Marketing Materials: The EBS shall be responsible
for the distribution of informational and marketing materials to the NHC
client, as it relates to enrollment activities. The EBS shall ensure that
any informational and marketing materials is completed in coordination
with the plan and the Department and meet the following guidelines: ...
(c) All methods
of communication (e.g., written, oral, audio, video, interpreted, etc.)
may be used…" Nebraska Contract, page 60.
"11.13 Helpline: The EBS shall establish a telephone Helpline to provide basic answers to client questions regarding the NHC. The Helpline shall be staffed and equipped in appropriate technologies, e.g., TTY/TDD and language services, etc., to accommodate the client needs…" Nebraska Contract, page 67.
"13.7 PCP Qualifications
and Responsibilities: Under the contractual responsibilities of the plan,
the plan shall ensure that the PCP: ...
(7) Ensure
that ADA requirements and other appropriate technologies are utilized in
the daily operations of the physician’s office, e.g., TTY/TDD and language
services, etc., to accommodate the client’s special needs…" Nebraska
Contract, page 81.
"13.21 ADA Requirements:
The plan shall comply with all requirements of the Americans with Disabilities
Act (ADA), and ensure:
(a) Appropriate
accommodations are made for clients with special needs; and
(b) That PCPs
and specialists are equipped in appropriate technologies, e.g., TTY/TDD
and language services, or are skilled in various languages and areas of
cultural diversity/sensitivity, and/or the network is appropriately staffed
to ensure an adequate selection for those clients who have special cultural,
religious or other special requests." Nebraska Contract, pages 84-85.
NEBH
"Goal: Marketing and educational materials that are developed in appropriate formats that meet the needs of the client, and that are available in a timely manner, and in an adequate supply.
10.5.1
Initial Measure: ...
The workplan
shall describe how the PHP shall determine the needs of the client, e.g.
... languages, enhanced methods of availability such as Braille, audio,
video, etc., and that the materials are meeting the needs on an ongoing
basis…" Nebraska Behavioral Health Contract, page 43.
"11.11.3 MH/SA
Provider Qualifications and Responsibilities: Pursuant to the PHP’s contractual
responsibilities, the PHP shall ensure that the MH/SA provider complies
with the following: ...
(7) Ensuring compliance with the Americans With Disabilities Act
(ADA), utilizing appropriate technologies and other resources to accommodate
a client’s special needs, e.g., TTY/TDD and signing…" Nebraska Behavioral
Health Contract, pages 54-55.
"11.25 ADA Requirements:
The PHP shall comply with all requirements of the Americans with Disabilities
Act (ADA) and ensure:
(a) Appropriate
accommodations for clients with special needs; and
(b) That providers
are equipped in appropriate technologies, e.g., TTY/TDD, and are skilled
in various languages and areas of cultural diversity/sensitivity, and/or
the network is appropriately staffed to ensure an adequate selection for
those clients who have special cultural, religious or other special requests."
Nebraska Behavioral Health Contract, page 58.
NV
"IV. Participant
Services
A. New
Participant Orientation…
As part of
its orientation process, the Contractor may hold informational orientation
sessions for new participants. The Contractor must make, at a minimum,
orientations available by phone and in their business office.
Interpreter services must be available if more than 10% of the Medicaid participants in each geographic service area speak a primary language other than English and should be offered in person where practical. Otherwise they must be offered by telephone. The Contractor will be responsible for effectively informing individuals under EPSDT, regardless of any thresholds.
Contractors must also develop appropriate methods for communicating with their visually and hearing impaired participants and accommodating their physically disabled participants in accordance with the requirement of the Americans with Disabilities Act of 1990." Nevada Contract, page 32
NJ
"ARTICLE 14
EQUALITY OF
ACCESS AND TREATMENT/DUE PROCESS...
14.4
The contractor shall assure the provision of services…with its enrollees
including the blind, hearing impaired…" New Jersey Contract, page
75.
NY
"12. MEMBER
SERVICES...
12.2
Translation and Oral Interpretation...
12.3 Communicating
With The Visually, Hearing and Cognitively Impaired
The Contractor
also must have in place appropriate alternative mechanisms for communicating
effectively with persons with visual, hearing, speech, physical or developmental
disabilities. These alternative mechanisms include Braille or audio
tapes for the visually impaired...and use of American Sign Language and/or
integrative technologies…" New York Contract, pages 12-1-12-2.
"Appendix D...
B. Marketing
Materials...
2. Marketing
Material Requirements...
b) The Contractor
must make available written marketing and other informational materials
(e.g., member handbooks) in a language other than English whenever at least
five percent (5%) of the potential Enrollees of the Contractor in any county
of the service area speak that particular language and do not speak English
as a first language...
c) Alternate forms of communications must be provided for persons with visual, hearing, speech, physical, or developmental disabilities. These alternate forms include Braille or audiotapes for the visually impaired, TTY access for those with certified speech or hearing disabilities, and use of American Sign Language and/or integrative technologies…" New York Contract, Appendix D, pages D-1-D-5.
OH
"F. Administrative
Requirements
Applicants
should take special note of the following selected managed care program
requirements: ...
2. Interpreter
Services/Office of Civil Rights Requirements
MCPs must comply with all requirements specified by the U.S. Department of Health and Human Services, Office of Civil Rights, pertaining to civil rights administrative requirements as well as requirements for ensuring that hearing impaired and limited-English speaking enrollees have an equal opportunity to receive and benefit from services…" Ohio RFP, page 31.
OK
"2.12
Languages Other than English...
Health Plan
must also make available alternative methods to communicate with members
with disabilities…" Oklahoma RFP, page 52.
ORMH
"5. Contractor shall have a method of responding to telephone calls from non-English speaking OMAP Members and shall make available to these OMAP Members, TDD services and sign language or oral interpreters capable of effectively receiving, interpreting and translating routine and clinical information.
6. Contractor shall make reasonable Accommodations to administrative practices and services approaches to ensure service access and continuity of Care for OMAP Members with Disabling Conditions." Oregon Mental Health Contract, page 25.
PA
"D. MEMBER
ENROLLMENT AND DISENROLLMENT...
3. HMO
Enrollment Procedures...
a...
In addition,
the HMO must agree to develop appropriate methods for communicating with
its visually and hearing impaired…" Pennsylvania RFP, pages
20-26.
"E. MEMBER
SERVICES...
2. HMO
Internal Member Hotline
The hotline
must, at a minimum : ...
• Provide
for Telecommunications Devices for the Deaf (TDD) availability…"
Pennsylvania RFP, pages 35-36.
PABH
"5. Service
Access...
g...
In addition, the MCO must comply with the Americans with Disabilities Act
(ADA); e.g., develop appropriate methods for communicating with its members
who have visual impairments, hearing impairments, or cognitive or physical
disabilities." Pennsylvania Behavioral Health RFP, page 63.
RI
"In addition, Contractor agrees to conform with standards outlined in the Americans with Disabilities Act for purposes of communicating with and providing accessible services to its visually and hearing impaired, and physically disabled members." Rhode Island RFP, page 27.
SC
"MARKETING AND
EDUCATIONAL MATERIALS AND ACTIVITIES...
SCDHHS has
established the following minimum requirements for the Contractor's Medicaid
managed care marketing/educational materials: ...
* When
the Contractor identifies Medicaid members who have visual and/or hearing
impairments, an interpreter must be made available for the South Carolina
Medicaid HMO Program member(s)." South Carolina Contractor, Appendix
J, pages 6-7.
TX
"Auxiliary aids and services includes qualified interpreters or other effective methods of making aurally delivered materials understood by persons with hearing impairments; and, taped texts, large print, Braille, or other effective methods to ensure visually delivered materials are available to individuals with visual impairments. Auxiliary aids and services also includes effective methods to ensure that materials (delivered both aurally and visually) are available to those with cognitive or other disabilities affecting communication." Texas Contract, page 3.
"Real Time Captioning (also known as CART, Communication Access Real-Time Translation) means a process by which a trained individual uses a shorthand machine, a computer, and real-time translation software to type and simultaneously translate spoken language into text on a computer screen. Real Time Captioning is provided for individuals who are deaf, have hearing impairments, or have unintelligible speech; and it is usually used to interpret spoken English into text English but may be used to translate other spoken languages into text." Texas Contract, page 10.
"TDD means telecommunication device for the deaf. It is interchangeable with the term Teletype machine or TTY." Texas Contract, page 12.
"6.16
BLIND AND DISABLED MEMBERS...
6.16.2
HMO must perform the same administrative services and functions as are
performed for mandatory Members under this contract. These administrative
services and functions include, but are not limited to: ...
6.16.2.3
Linguistic services, including providing Member materials in alternative
formats for the blind and disabled…" Texas Contract, page 53.
"8.9 MEMBER
CULTURAL AND LINGUISTIC SERVICES...
8.9.3
Linguistic, Interpreter Services, and Provision of Auxiliary Aids and Services.
HMO must provide experienced, professional interpreters when technical,
medical, or treatment information is to be discussed. See Title VI of the
Civil Rights Act of 1964, 42 U.S.C. §§ 2000d, et seq. HMO
must ensure the provision of auxiliary aids and services necessary for
effective communication, as per the Americans with Disabilities Act, Title
III, Department of Justice Regulations 36.303.
8.9.3.1 HMO must adhere to and provide to Members the Member Bill of Rights and Responsibilities as adopted by the Texas Health and Human Services Commission and contained at 1 Texas Administrative Code (TAC) §§353.202-353.203. The Member Bill of Rights and Responsibilities assures Members the right “to have interpreters, if needed, during appointments with their providers and when talking to their health plan. Interpreters include people who can speak in their native language, assist with a disability, or help them understand the information.
8.9.3.2 HMO must have in place policies and procedures that outline how Members can access face-to-face interpreter services in a provider’s office if necessary to ensure the availability of effective communication regarding treatment, medical history or health education for a Member. HMOs must inform its providers on how to obtain an updated list of participating, qualified interpreters.
8.9.3.3 A competent interpreter is defined as someone who is:
8.9.3.4 proficient in both English and the other language;
8.9.3.5 has had orientation or training in the ethics of interpreting; and
8.9.3.6 has the ability to interpret accurately and impartially.
8.9.3.7 HMO must provide 24-hour access to interpreter services for Members to access emergency medical services within HMO’s network...
8.9.4 All Member orientation presentations education classes and materials must be presented in the languages of the major population groups making up 10% or more of the Medicaid population in the service area, as specified by TDH. HMO must provide auxiliary aids and services, as needed, including materials in alternative formats (i.e., large print, tape or Braille), and interpreters or real-time captioning to accommodate the needs of persons with disabilities that affect communication.
8.9.5 HMO must provide or arrange access to TDD to Members who are deaf or hearing impaired." Texas Contract, pages 85-87.
UT
"B. Member
Orientation
1.
Initial Contact - General Orientation...
The
CONTRACTOR must ensure that Enrollees are provided interpreters Telecommunication
Device for the Deaf (TDD), and other auxiliary aids to ensure that Enrollees
understand their rights and responsibilities…" Utah Contract,
Attachment B, pages 5-6.
"D. Access...
2.
Specific Provisions
a.
Elimination of Access Problems Caused by... Physical Disabilities
The
CONTRACTOR will minimize, with a goal to eliminate, Enrollee's access problems
due to ... physical disabilities. The CONTRACTOR will
provide assistance to Enrollees who have communication impediments or impairments
to facilitate proper diagnosis and treatment.
The
CONTRACTOR must guarantee equal access to services and benefits for all
Enrollees by making available interpreters, Telecommunication Devices for
the Deaf (TDD), and other auxiliary aids to all Enrollees as needed.
The
CONTRACTOR will accommodate Enrollees with physical and other disabilities
in accordance with the American Disabilities Act of 1990 (ADA), ..." Utah
Contract, Attachment B, pages 28-29.
UTMH
"Article IV
CONTRACTOR
ASSURANCES
A. Enrollee's
Rights...
a.
The CONTRACTOR will minimize or eliminate Enrollee's access problems due
to geographic, cultural and language barriers, and physical disabilities.
The CONTRACTOR
will provide assistance to Enrollees who have communication impediments
or impairments to facilitate proper diagnosis and treatment.
The CONTRACTOR
will accommodate Enrollees with physical and other disabilities in accordance
with the American Disabilities Act of 1990 (ADA), as amended. If
the CONTRACTOR's facilities are not accessible to Enrollees with physical
disabilities, the CONTRACTOR will provide services in other accessible
locations." Utah Mental Health Contract, page 8.
VA
"F. COMMUNICATION
STANDARDS...
Interpreter
services must be available to ensure effective communication regarding
treatment, medical history, or health education… In addition, the Contractor
must provide TTY/TDD services for the hearing impaired." Virginia
Contract, pages 35-36.
WA
"4.8 Equal
Access: In order to assure equal access for non-English speaking
members and members with disabilities: ...
c.
The Contractor shall make reasonable accommodation for clients with disabilities
(Americans with Disabilities Act) for all covered services and shall assure
that physical and communication barriers shall not inhibit members with
disabilities from obtaining covered services." Washington Contract,
pages 16-17.
WV
"II-3 SPECIFICATION
OF RIGHTS...
MCOs must have
policies and procedures to protect and promote these rights, as follows...
Accessible services.
The MCO must
ensure that all services, both clinical and non-clinical, are accessible
to all enrollees, including those with limited English proficiency or reading
skills… the homeless and individuals with physical and mental disabilities…"
West Virginia Contract, Exhibit F, page 7.
"III-1 AVAILABILITY
AND ACCESSIBILITY...
The MCO must
ensure that services are provided in a culturally competent manner to all
enrollees, including: ...
The homeless,
and individuals with physical and mental disabilities. The MCO should
periodically measure the extent to which providers in the network comply
with these requirements and take remedial action if necessary…" West
Virginia Contract, Exhibit F, page 12.
"4.6
Enabling Services...
4.6.2
Sensory Impairments
The MCP must
develop appropriate methods for communicating with its visually- and hearing-impaired
enrollees and accommodating the physically disabled. The MCP must have
telecommunication device for the deaf (TDD) services available. MCP enrollees
must be offered standard materials, such as handbooks, in alternative formats
(i.e., large print, Braille, cassette and diskette for participants with
sensory impairments)...
4.6.4
Disabled Access
The MCP must comply with
the Americans with Disabilities Act (ADA); the ADA's requirements apply to
both the MCP and its providers." West Virginia RFA, page 35.