| Abstract: |
This report provides findings on language access policies, plans, and procedures in Supplemental Nutrition Assistance Program (SNAP) agencies in four States at the State and local agency levels: (1) Massachusetts, (2) New Mexico, (3) North Carolina, and (4) Washington. The study team conducted case studies in each site--interviewing State and local agency SNAP staff, collecting documents related to language access, and examining census data to better understand the context for language access within the four States. The study's main findings are: (1) Local agencies mainly provided language assistance through telephonic interpreter services. Local agencies in these case studies also used bilingual workers to provide language assistance services. Specific practices within these services and any additional services provided varied across the States; (2) The number and percentage of individuals with limited English proficiency (LEP) and the most commonly spoken languages other than English varied significantly among the States and, at times, within them; (3) Staff in three States reported a clear understanding of federal LEP policies, federal regulations, and statutes related to language access; (4) All four States communicated with local agencies about language access through email, an online system, or both and reported that these forms of communication worked well; (5) Local agencies in the case study States faced similar challenges when serving individuals with LEP, including limited staff training, lack of translated documents, limited numbers of inhouse interpreters and bilingual staff, technical and quality issues with telephonic interpreter services, and individuals with LEP not understanding SNAP processes because of cultural differences; and (6) Staff requested that State agencies provide translated documents in more languages than currently available and offer additional supports for interpretation and bilingual services. Given these findings, the study team recommends that SNAP agencies comprehensively train new and existing staff on how to provide consistent and meaningful access to SNAP for individuals with LEP. The study team also suggests that the U.S. Department of Agriculture (USDA) Food and Nutrition Service (FNS) provide support and resources to assist SNAP agencies in serving all individuals with LEP, including those who do not speak a language commonly encountered by a State agency or in local offices, such as by translating vital documents. New technology, such as headphone splitters and extra handsets, to facilitate the use of telephonic interpretation services, which are commonly used by local agencies, would also be beneficial. Additional support from State agencies to hire qualified in-house interpreters and qualified bilingual staff for direct in-language communications would also support local agencies' ability to provide language assistance services. Finally, the study team recommends that future research include the experience of individuals with LEP, to understand how language access services could better meet their needs. |