Points of Contact
People with LEP interact with your organization at many points.
Click each image in the graphic to learn more about how to recognize and address language needs at possible points of contact in your organization.
Figure 1: Points of Contact
- Call center
- Call center staff can recognize an individual’s language needs, whether through use of an automated system (for example, “for English, press one; para español, oprima dos”), or early recognition of the need for an interpreter or information in languages other than English.
- Reception
- The reception desk provides an opportunity to assess patient language needs when individuals check in for an appointment, seek directions, or need other types of information.
- Exam Room
- Once the provider enters the examination room, they can review the patient’s chart and verify the language information that was collected during the check-in process.
- Written Communications
- Written Communications offer another area where individuals with LEP may interact with an organization, or more specifically where the organization interacts with these individuals. To effectively communicate with these individuals, organizations must understand what languages they communicate best in.
- Security
- The security desk or information desk at a provider’s office is often a point of contact for individuals with LEP.