Language Assistance

Language assistance service

Click here to see the languages in which we can provide assistance.

 

POLICY and PROCEDURES: SECTION 1557 of the AFFORDABLE CARE ACT NON-DISCRIMINATION, GRIEVANCE and COMMUNICATIONS WITH PERSONS with LIMITED ENGLISH PROFICIENCY

  • Section 1557 Non Discrimination and Accessibility Requirements Policy

POLICY: JKV complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. JKV does not exclude people or treat them differently because of race, color, national origin, age, disability or sex.

PROCEDURES:

  1. John Knox Village provides free aids and services to people with disabilities to communicate effectively with us, such as:
    • Qualified sign language interpreters
    • Written information in other formats (accessible electronic format, large print, flash cards)
    • Qualified interpreters
    • Information written in other languages
  2. If these services are needed, or a grievance based on JKV’s failure to provide these services or discrimination on the basis of race, color, national origin, age, disability, or sex occurs residents, families or others can contact the administrator or director who serves as the Civil Rights and Section 1557 coordinator at:

Village Care Center

Administrator

600 NW Pryor Rd

Lee’s Summit, MO 64081

816.347.2426

Village Hospice

Administrator

1001 NW Chipman Rd

Lee’s Summit, MO

816.347.2082

Village Assisted Living

Administrator

1704 NW O’Brien Rd

Lee’s Summit, MO 64081

816.347.2701

Village Home Health

Administrator

1001 NW Chipman Rd

Lee’s Summit, MO 64081

816.347.4592

John Knox Village Independent Living

Vice President-Senior Living

400 NW Murray Rd

Lee’s Summit, MO 64081

816.347.2110

John Knox Village Public Safety

Director of Public Safety

400 NW Murray Rd

Lee’s Summit, MO 64081

816. 347.2501 (dispatch)

  • Section 1557 Grievance Policy

POLICY:

JKV complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex. JKV does not exclude people or treat them differently because of race, color, national origin, age, disability or sex. JKV has established an internal grievance procedure providing for prompt and equitable resolution of complaints alleging actions prohibited by Section 1557 of the Affordable Care Act.

PROCEDURES:

Any person who believes someone has been subjected to discrimination on the basis of race, color, national origin, sex, age or disability may file a grievance under this procedure. It is against the law for JKV to retaliate against anyone who opposes discrimination, files a grievance or participates in the investigation of a grievance.

  • Grievances must be submitted to JKV or the department Civil Rights Section 1557 Coordinator within sixty (60) days of the date the person filing the grievance becomes aware of the allegedly discriminatory action.
  • A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought.
  • The Civil Rights Section 1557 Coordinator (or his/her designee) must conduct an investigation of the complaint. The investigation may be informal, but it will be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. The Civil Rights Section 1557 Coordinator will maintain the files and records of JKV relating to such grievances. The confidentiality of these files and records will be maintained and shared only with those who have a need to know.
  • The Coordinator will issue a written decision on the grievance, based on a preponderance of the evidence, no later than 30 days after its filing, including a notice to the complainant of their right to pursue other administrative or legal remedies.
  • The person filing the grievance may appeal the decision of the Coordinator by writing to the JKV Director of Compliance within 15 days of receiving the Coordinator’s decision. The Director of Compliance will issue a written decision in response to the appeal no later than 30 days after its filing.

The JKV Corporate Compliance Officer

400 NW Murray Rd

Lee’s Summit, MO  64081

816.347.2109

  • The availability and use of the internal grievance procedure does not prevent a person from pursuing other legal or administrative remedies, including filing a complaint of discrimination on the basis of race, color, national origin, sex, age or disability in court or with the U.S. Department of Health and Human Services, Office for Civil Rights.

A person can file a complaint of discrimination electronically through the Office for Civil Rights Complaint Portal, available at:

https://ocrportal.hhs.gov/ocr/portal/lobby.jsf

Or, by mail or phone at:

U.S. Department of Health and Human Services

200 Independence Ave SW, Room 509F, HHH Building

Washington, DC  20201

Complaint forms are available at:

http://www.hhs.gov/ocr/office/file/index.html

Such complaints must be filed within 180 days of the date of the alleged discrimination.

JKV will make reasonable and appropriate arrangements to ensure individuals with disabilities and individuals with limited English proficiency are provided aid and services or language assistance services if needed to participate in this grievance process. Such arrangements may include, but are not limited to providing qualified interpreters, providing audio recordings of material for individuals with low vision, or assuring barrier free location for the proceedings. The Civil Rights Section 1557 Coordinator or his/her designee will be responsible for such arrangements. (See section 1, above)

  • POLICY and PROCEDURES FOR COMMUNICATION WITH PERSONS WITH LIMITED ENGLISH PROFICIENCY

POLICY:

JKV will take reasonable and appropriate steps to ensure persons with Limited English Proficiency (LEP) have meaningful access and an equal opportunity to participate in our services, activities, programs and other benefits. The policy of John Knox Village is to ensure meaningful communication with LEP residents/patients/clients and their authorized representatives involving their conditions and treatment. The policy also provides for communication or information contained in vital documents, including but not limited to, waivers of rights, consent to treatment forms, financial and insurance benefit forms, etc. All interpreters, translators and other reasonable aids needed to comply with this policy shall be provided without cost to the person being served, residents/patients/clients and their families w9ll be informed of the availability of such assistance free of charge. Language assistance will be provided through use of competent bilingual staff, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology. Affected staff will be provided information about this policy and procedures, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including use of an interpreter. John Knox Village will conduct a regular review of the language access needs of our resident/patient and client population as well as update and monitor the implementation of this policy and procedures, as necessary.

 PROCEDURES:

  1. Identifying LEP Persons and Their Language
    JKV will timely identify the language and communication needs of the LEP person. If necessary, staff will use a language identification card or (or “I Speak Cards”) available on line at www.lep.gov or in the JKV network at: P/:RiskManagement Toolkit/Compliance/LEP. Posters, and notices are also available at MyJKV and are accessible to assist in determining language needs of a person. When records are kept of past interactions with residents/patients, clients or family members, the language used to communicate with the LEP person will be included as part of the record.
  2. Obtaining A Qualified Interpreter The following Civil Rights Section 1557 Coordinators are responsible for obtaining language assistance services:

Village Care Center

Administrator

600 NW Pryor Rd

Lee’s Summit, MO 64081

816.347.2426

Village Hospice

Administrator

1001 NW Chipman Rd

Lee’s Summit, MO

816.347.2082

Village Assisted Living

Administrator

1704 NW O’Brien Rd

Lee’s Summit, MO 64081

816.347.2701

Village Home Health

Administrator

1001 NW Chipman Rd

Lee’s Summit, MO 64081

816.347.4592

John Knox Village Independent Living

Vice President-Senior Living

400 NW Murray Rd

Lee’s Summit, MO 64081

816.347.2110

John Knox Village Public Safety

Director of Public Safety

400 NW Murray Rd

Lee’s Summit, MO 64081

816. 347.2501 (dispatch)

These responsibilities include, but are not limited to:

(a) Contact appropriate bilingual staff member to interpret, in the event an interpreter is needed, if an associate who speaks the needed language is available and is qualified to interpret.

(b) Contact the contracted/approved interpreter service:

TranslationPerfect

913.491.1444

www.translationperfect.com

24 hrs/day

Some LEP persons may prefer or request to use a family member or friend as an interpreter. However, family members and friends of the LEP person will NOT be used as interpreters unless specifically requested BY THAT INDIVIDUAL and AFTER the LEP person has voiced understanding that an offer of an interpreter at no charge to the person has been made by JKV. Such an offer and the response must be documented in the record. If the LEP person chooses to use a family member or friend as an interpreter, issues of competency of interpretation, confidentiality, privacy and conflict of interest must be considered. If the family member or friend is not competent or appropriate for any of these reasons, the contracted interpreter services will be provided to the LEP person. Children and other residents/patients/clients will NOT be used to interpret, in order to ensure confidentiality of information and accurate communication.

3. Providing Written Translations

(a) When translation of written documents is needed, each Section 1557 Coordinator will submit documents for translation into frequently encountered languages. Original documents must be routed to the Director of Compliance for final approval.

(b) JKV will provide translation of other written materials, if needed, as well as written notice of the availability of translation, free of charge, for LEP individuals.

(c) JKV will establish reasonable timelines or translation of vital documents into additional languages over time.

4. Providing Notice to LEP Persons

JKV will inform LEP persons of the availability of language assistance, free of charge, by providing written notice in languages the LEP persons will understand. Where requested or required at a minimum, statements and tag lines will be provided in intake areas and other points of entry approved by JKV MAR-COM policy. Notification will also be provided via the JKV website and appropriate communications (i.e. brochures, handbooks). Department-specific significant communications (i.e. resident handbooks, patient orientation booklets, etc) will contain the Nondiscrimination Notice and the 15 LEP taglines

Department-specific publications that are small in size such as applicable brochures, fliers, small posters and those communicated thru social media platforms will require the Nondiscrimination Statement and the top 4 LEP taglines. Website links for Section 1557 notices, statements and taglines, as required, will identify the Director of Compliance as the primary contact for assistance, grievances and general questions. Otherwise, department specific Civil Rights Section 1557 Coordinators will address LEP matters specific to their areas of responsibility.

5. Monitoring Language Needs and Implementation

On an ongoing basis, JKV will assess changes in demographics, types of services or other needs that may require reevaluation of this policy and procedures. In addition, JKV will assessment the effectiveness of the procedures, including but not limited to mechanisms for securing interpreter services, aids used for the delivery of language assistance, complaints file by LEP persons, feedback from residents/patients/clients and others.