Language Access Plan

Department of Rehabilitation
Language Access Coordinator: Shannon Coleman, Chief Office of Civil Rights
(916) 558-5850
OCR@dor.ca.gov

ASL General Overview

As of June 1, 2026

Introduction
Department Programs and Services
Language Access Requirements
Providing Notice to People with LEP and Identifying Language Preference
- Notice of Language Services
- Tracking Primary Language
Language Services
- Direct In-Language Communication
- Interpretation
- Translation
Training Plan
- Public Facing Employees
- All Employee-Language Access Services Training
Monitoring and Updating LAP
Complaint Process
Vital Document List

Introduction

To ensure meaningful access to programs and services, the California Health and Human Services Agency (CalHHS) adopted a Language Access Policy (Policy) on May 22, 2023. This Policy requires each CalHHS department or office to develop a Language Access Plan (LAP). The purpose of these plans is to guarantee that CalHHS and its departments and offices provide meaningful access to information, programs, benefits, and services to people with limited English proficiency (LEP), ensuring that language is not a barrier to vital health and social services.

A revised Policy was issued on October 17, 2025.

The Department of Rehabilitation (DOR) has updated its LAP in compliance with policy revisions. In developing this LAP, we have reviewed our programs and services for the public, the ways we communicate with members of the public and the people we serve, and how we currently provide information and services in languages other than English.

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Department Programs and Services

The DOR works in partnership with consumers and other stakeholders to provide services and advocacy resulting in employment, independent living, and equality for individuals with disabilities.

The programs and services we provide to the public or our target service population are the largest vocational rehabilitation and independent living programs in the country. Vocational rehabilitation services are designed to help job seekers with disabilities obtain competitive employment in integrated work settings. Independent living services are provided by 28 nonprofit centers throughout the state and may include peer support, skill development, systems advocacy, referrals, assistive technology services, transition services, housing assistance, and personal assistance services.

The programs and services we provide to the public or our target service population are:

Assistive Technology (AT)
The DOR will be continuing our partnership with the California Foundation for Independent Living Centers (CFILC) to operate California’s statewide AT program, Ability Tools. AT is anything that is used to increase, maintain, or improve the functional capabilities and independence of persons with disabilities, aging populations, and people with non-communicable diseases.
Assistive Technology Supplier Directory (Cal-ATSD)
The goal of the Cal-ATSD is to promote the timely delivery of assistive technology and related services so that state employees with disabilities or clients of the California DOR can gain the benefits of reasonable accommodation in a prompt manner; and provide a listing of qualified suppliers who provide the very specialized products and services designed for individuals with disabilities.
Blind Field Services
Blind Field Services provides specialized and comprehensive vocational rehabilitation services to Californians who are blind or visually impaired.
Business Enterprises Program
Business Enterprises Program creates opportunities for qualified DOR consumers, who are legally blind, to become independent business owners in the food service industry.
Career Counseling & Information and Referral Services (CC&IR)
The DOR’s Achieving Community Employment (ACE) Team provides career counseling and information and referral CC&IR services to all individuals with a significant disability and employed at subminimum wage and known to the DOR.
Cooperative Programs
Cooperative programs, also known as third-party cooperative programs, are state and local agreements where the DOR and public partner agencies combine their resources to provide vocationally focused services to help individuals with disabilities obtain and retain competitive, integrated employment and maximize their ability to live independently in their communities.
Deaf and Hard of Hearing Services
Deaf and Hard of Hearing services provide a wide range of vocational rehabilitation services to persons who are deaf, hard of hearing, late deafened and deaf-blind. The Deaf and Hard of Hearing Counselors are qualified as being proficient in American Sign Language (ASL) to ensure direct communication access with consumers who use ASL as their primary mode of communication.
Disability Access Services
The DOR was designated by the Office of the Governor to serve as the lead state agency in California's efforts to implement the Americans with Disabilities Act (ADA) in state government and established Disability Access Services (DAS) in 1992 to promote disability rights in state government and the DOR partnerships in the community.
Independent Living
California’s independent living network includes 28 community based nonprofits known as Independent Living Centers (ILCs) and the State Independent Living Council (SILC). The network provides services and advocacy for Californians with disabilities and is dedicated to the ideal that communities become fully accessible and integrated so that all persons with disabilities can live, work, and play where and how they choose, without barriers.
Older Individuals Who Are Blind
The Older Individuals who are Blind (OIB) Program provides services to visually impaired individuals, age 55 and older, to assist them to live independently in California.
Orientation Center for the Blind
The Orientation Center for the Blind is a DOR owned and operated training facility in Albany, CA that assists job seekers from across California who are visually impaired and blind to adjust to their vision loss and acquire the skills and tools necessary to pursue competitive integrated employment.
Talent Acquisition
The DOR provides a Talent Acquisition Portal (TAP), which is an online job matching site connecting businesses with pre-screened job ready individuals with disabilities for immediate placement.
Traumatic Brain Injury
The DOR serves Californians with traumatic brain injuries (TBI) directly through its TBI Program Sites and indirectly through the TBI Advisory Board as guided by the Program initiatives and State Plan.
Student Services
The DOR Student Services are activities that support students who have a disability, age 16 through 21, in exploring and preparing for the world of work.
Supported Employment Program
The Supported Employment Program provides activities and services, including ongoing support services, needed to support and maintain an individual with a most significant disability, including youth with most significant disabilities, in an integrated employment setting for the term of employment.

More information is located on the Programs page of the DOR’s website.

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Language Access Requirements

In planning for how to provide meaningful language access, the DOR’s/Office of Civil Rights (OCR) used the Five Factor Analysis1 review for each of our programs:

The number or proportion of LEP persons eligible to be served or likely to be encountered by the covered entity.
The frequency with which LEP individuals come in contact with the program or activity.
The nature and importance to people's lives of the program or activity provided by the covered entity.
The significance of communication to an individual's ability to access or be served by the program or activity; and
The resources available to the covered entity.

The Department is committed to providing meaningful language access to Californians pursuant to Welfare and Institutions Code Section 19013.5

Please note that this plan does not address the DOR/OCR’s process for conducting or reporting on the biennial language survey required under the Dymally-Alatorre Bilingual Services Act.

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Providing Notice to People with LEP and Identifying Language Preference

The DOR understands that communication from the department helps people learn about our services and how to use them. We want to make sure that important information is easy to understand and available to everyone no matter what their background or abilities are. The DOR will provide FREE interpretation services, upon request, for all public contact.

Notice of Language Services

This section includes how the DOR will notify the public about available language access services and how to identify language preferences. They include:

Translated notices, including “I Speak” cards or posters, informing the public of the availability of free language assistance services are posted in public reception areas, waiting rooms, and on the DOR website. These notices are translated into all threshold languages.
Translated taglines on English language forms to inform individuals of the availability of language assistance services.
Translated public-facing webpages describing available programs and services
Translated vital documents (to include outreach materials such as brochures and handbooks)

Tracking Primary Language

Once a program participant identifies their language needs during the application process, it is then recorded in the department’s case management system.

The application is then filtered to a manager and assigned to a bilingual certified counselor who is fluent in the language identified on the application. If a bilingual certified counselor is not available, the DOR provides qualified interpreter services, including telephonic or video interpretation, through third-party providers to ensure timely and effective communication.

Tracking of identified language needs is also done by the OCR, through internal reports, which offers a breakdown by language.

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Language Services

This section includes the actions the DOR will take to provide information and services in languages other than English. Communication, at any point of requested language service, must be handled with an interpreter, certified bilingual staff member, or contracted interpreter.

Direct In-Language Communication

The DOR has approximately 180 bilingual certified employees who communicate in languages other than English with LEP individuals. This includes employees who greet the public and Senior Vocational Rehabilitation Counselor, Qualified Rehabilitation Providers (SVRC-QRPs) that provide counseling services.

Each bilingual position is approved by the DOR/OCR based on the language spoken by program participants and the community need. OCR’s approvals are based on the standards set forth by the California Department of Human Resources (CalHR) bilingual services process.

If there is no certified bilingual staff available or needs to have communication translated in a less common language, the DOR provides qualified interpreter services (telephonic or video interpretation) through contracted third-party providers to ensure timely and effective communication.

Only certified bilingual staff are permitted to communicate with the public in languages other than English. The DOR utilizes the Language Testing Institute (LTI) to certify bilingual staff. In accordance with CalHR’ s testing standards, to provide bilingual services, an employee must score in the testing language at least equivalent to "2" in Listening and Speaking on the Interagency Language Roundtable (ILR) scale. To maintain qualification to provide bilingual services to the public, all employees scoring below the equivalent of ILR scores of "3" in speaking and listening must have on file test scores not older than five (5) years. These qualifications align with CalHR Human Resources Manual, Section 1003 – "Language Proficiency Scoring - Bilingual Position Qualification".

Per CalHR Human Resources Manual, Section 1003 – Proficiency Testing Limitations, "Language proficiency alone (fluency, reading, and writing testing) does not qualify an employee to translate written materials or to serve as a formal interpreter."

DOR employees who are not certified bilingual use a contract telephonic interpreter to assist in communicating with LEP individuals.

Interpretation

For ASL interpretation, the DOR employs internal Support Services Assistant – Interpreters (SSA-Is) who have successfully met the SSA-I proficiency requirements that align with CalHR proficiency standards where certifications are not mandatory. To meet proficiency requirements, SSA-Is must meet the minimum qualifications and pass the SSA-I proficiency examination. The proficiency examination entails completing a qualifications appraisal interview, which consists of demonstrating the ability to effectively facilitate and interpret voiced and signed communication with sensitivity between Deaf and Hard of Hearing (D/HH) and hearing individuals. The DOR is the sole department authorized to conduct the Statewide SSA-I Proficiency examination, granting eligibility for inclusion on the eligible list without providing certifications.

To access ASL interpretation, the DOR utilizes SSA-Is either in person or via Video Remote Interpreting On-Demand (VRIOD) services, which are tailored to deliver instant access to SSA-Is for DOR staff to actively participate in meetings and training sessions. The following are procedures for DOR employees to access VRIOD:

Step 1: Add the DOR VRIOD calendar in Outlook.

Step 2: Check the calendar to see the assigned interpreter(s).

Step 3: Send a message to the interpreter via Microsoft (MS) Teams to request service.
(Green: available to assist; Yellow: on break, check again in a few minutes. Red: busy assisting another staff, check again/ later)

Step 4: If an interpreter is available, provide brief meeting details if possible.

Step 5: Connect with the interpreter via MS Teams video or send a meeting link.

DOR uses internal SSA-Is as the primary resource for ASL interpretation. If an SSA-I is unavailable or if additional support is needed, contracted interpreters are used. This ensures timely access to ASL interpretation while prioritizing internal resources.

The DOR is currently in the process of updating its website to include ASL video clips that interpret essential public website content regarding DOR services.

To serve as a sign language interpreter through an external contracted agency, a contractor must possess a current and valid certification from the Registry of Interpreters for the Deaf (RID). Valid certifications include National Interpreter Certification or a previously issued certification that has not expired such as the Certificate of Interpretation (CI/IC), Certificate of Transliteration (CT/TC), and the National Association of the Deaf (NAD) at the Level of Generalist (III); Advanced (Level IV); and Master (Level V). The full list of previous certifications can be found in the Certification Archives located on the bottom of the RID page. The DOR ASL Interpreting contracts list all valid certifications that are acceptable.

Translation

The DOR’s definition of vital documents are materials that are mandatory to provide services to the public. Please refer to the list below to see all of the documents DOR has identified as vital.

The DOR maintains an external contract with a vendor that provides written translation services from English to more than 200 languages. Vendor translation services are used for all vital document translations and other required materials.

The DOR follows CalHHS policy by translating all vital documents into the top five languages spoken in California (Spanish, Chinese, Vietnamese, Korean, and Tagalog), as well as the languages most commonly used by our participants. Currently, these include Spanish, ASL, Vietnamese, Cantonese/Yue (Simplified and Traditional), and Cambodian/Khmer. The DOR is actively updating and translating all identified vital documents in these languages to ensure accessible information for all participants.

The DOR provides the Individualized Plan for Employment (IPE) in a language other than English when an individual has identified a different primary language, or upon an individual’s request. DOR uses certified written translation vendors or interpreter services for this purpose.

The DOR essential website content includes, but is not limited, to the following: webpages with information about DOR’s services and programs; DOR’s online application for vocational rehabilitation services; ASL videos advising of the availability of free oral interpretation services; and non-English language taglines in the threshold languages advising individuals of the availability of language assistance.

When translating vital documents or essential website content, if machine or Artificial Intelligence (AI) translation tools are used during any part of the translation workflow, the resulting translations must be reviewed for accuracy and quality by a qualified human reviewer before finalization or reaching its intended audience.

To request written translation services, DOR employees can send Central Office requests to the DOR’s Bilingual Services Coordinator or Field Office requests to the Program Policy Section. The analyst will then provide the materials to the vendor to translate. The DOR does not use bilingual staff to translate written materials.

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Training Plan

Public Facing Employees

Language access training will be provided to all current public-facing employees. Newly hired staff in these positions will receive this training within their first 30 days of employment. All public-facing employees will receive language access training at least once annually to ensure continued readiness.

Training topics include:

CalHHS Language Access Policy
Identifying an individual’s language preference
The DOR’s policy, processes, and procedures for providing language assistance services
How to work effectively with interpreters (in person, telephone, and video on demand to include ASL)

All Employee Language Access Services Training

This section describes the DOR/OCR plan for training all employees:

Updating Executive Leadership on policy changes
Updating employees on procedures for using the telephonic interpreter contract when contacted by a person with LEP
Translation of written documents and materials
Updating the DOR’s Information Technology Services Division on website translation requirements

OCR continuously evaluates its current training programs and updates them regularly to ensure they reflect emerging needs and best practices. In doing so, OCR also considers feedback from consumers, employees, and community partners and stakeholders, allowing training to be thoughtfully refined to better support Language Access Services.

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Monitoring and Updating LAP

This section describes how the DOR/OCR will monitor language access services and update this LAP at least every two years. This information will ensure that the DOR is compliant with the CalHHS Language Access Policy and address processes and procedures being used to deliver meaningful language access to members of the public and recipients of services.

The DOR/OCR maintains an ongoing monitoring process to ensure implementation of the LAP and conducts periodic reviews of language access activities. Ongoing and established processes include:

Identification of training needs
Assessing training effectiveness through staff feedback and completion tracking
Tracking costs of providing language access services
Data Collection

There are several monitoring processes of the DOR’s LAP still in the development phase and are not yet fully implemented. They are:

Assessing effectiveness of interpretation and translation services through vendor performance and usage data
Identifying amount and type of language services (interpreter services, sight translations) available to consumers by program
Check-in with community partners and stakeholders
Assessing employee awareness of language access policies and procedures

While foundational work of these processes are already underway, the DOR/OCR will be initiating more detailed planning to build out these remaining processes, which will begin in the early stages of 2027. As a result, by the time the next LAP update is completed, DOR/OCR expects to have fully developed operational procedures, resulting in a more efficient, well-established, and sustainable language access framework.

Every two years, CalHHS updates the list of minimum threshold languages for the translation of vital documents and essential web content. Consistent with CalHHS Policy, the DOR’s LAP will be reviewed, revised, if necessary, by the DOR’s OCR, and resubmitted to CalHHS every two years. Revisions will address any changes in the Five Factor Analysis; whether existing policies and procedures are meeting the needs of LEP individuals; whether staff is sufficiently trained; and whether identified resources for assistance are up-to-date, available, accessible, and viable.

Reevaluations will incorporate, as appropriate, new programs, new legal requirements, additional vital documents, and community input on the Language Access Plan.

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Complaint Process

The DOR Language Access complaint process begins when an individual reports a concern. The OCR then acknowledges receipt of the complaint, reviews it to determine the appropriate scope, and conducts an investigation. Based on the findings, the DOR/OCR works toward a resolution, including implementing corrective actions when issues are substantiated.

Individuals who experience barriers related to language access can submit a complaint to the DOR/OCR. Complaints may be filed using the Language Access Complaint Form and submitted by email, mail, or fax. They can also call the number or message via email address listed below.

Department of Rehabilitation Office of Civil Rights
Bilingual Language Coordinator
P.O. Box 944222
Sacramento, CA 94244

Phone: (916)558-5850
Fax: (916) 558-5851
Email: OCR@dor.ca.gov

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Document List

The following is a list of the DOR’s vital documents. Included are the five languages required by the CalHHS Language Access Policy. Included are any others identified as threshold languages pursuant to analyses under the Five Factor Analysis, Dymally-Alatorre, and any program-specific language access laws.

Last Updated: 11/2025

Form Number	Document Name	Spanish	Chinese (Traditional)	Chinese (Simplified)	Tagalog	Vietnamese	Korean
DR68D	Wait List Contact	✓	✓	✓	✓	✓	✓
DR68H	60 Day Wait List	✓	✓	✓	✓	✓	✓
DR68	Order of Selection Ltr	✓	✓	✓	✓	✓	✓
DR107	Request for Mediation	✓	✓	✓	✓	✓	✓
DR108	Authorized Representative	✓	✓	✓	✓	✓	✓
DR203	Student Services Plan Request	✓	✓	✓	✓	✓	✓
DR205	Student Services Plan	✓	✓	✓	✓	✓	✓
DR222	VR Services Application	✓	✓	✓	✓	✓	✓
DR222A	Supplemental Personal Information	✓	✓	✓	✓	✓	✓
DR222B	Employment Record	✓	✓	✓	✓	✓	✓
DR233	Financial Statement	✓	✓	✓	✓	✓	✓
DR247	OJT Agreement	✓	✓	✓	✓	✓	✓
DR254	Deposit Agree	✓	✓	✓	✓	✓	✓
DR260	Consent to Release and Obtain Information	✓	✓	✓	✓	✓	✓
DR701	Child Care Provider Choice	✓	✓	✓	✓	✓	✓
DR996	Schedule A Certification	✓	✓	✓	✓	✓	✓
DR1000	Rights & Remedies	✓	✓	✓	✓	✓	✓
DR212	Notice of Eligibility	✓	✓	✓	✓	✓	✓
DR213	TWE Trial Work Experiences Plan	✓	✓	✓	✓	✓	✓
DR214A	Plan Development Extension	✓	✓	✓	✓	✓	✓
DR215	Individualized Plan for Employment	✓	✓	✓	✓	✓	✓
DR215A	Plan Amendment	✓	✓	✓	✓	✓	✓
DR216	Plan Review	✓	✓	✓	✓	✓	✓
DR217	Plan Services Interrupted	✓	✓	✓	✓	✓	✓
DR220	Referral to Orientation	✓	✓	✓	✓	✓	✓
DR229A	Closure Report Employed	✓	✓	✓	✓	✓	✓
DR229B	Closure Report	✓	✓	✓	✓	✓	✓
DR300	Federal Follow up Notice	✓	✓	✓	✓	✓	✓
DR901	Are You Employed	✓	✓	✓	✓	✓	✓
DR903	Call Me (General)	✓	✓	✓	✓	✓	✓
DR904	Call Me (Med Voc Info)	✓	✓	✓	✓	✓	✓
DR905	Closure Contact	✓	✓	✓	✓	✓	✓
DR908	Letter - No Show	✓	✓	✓	✓	✓	✓
DR914	Notice of Referral	✓	✓	✓	✓	✓	✓
DR915	Financial Aid Reminder 1	✓	✓	✓	✓	✓	✓
DR916	Financial Aid Reminder 2	✓	✓	✓	✓	✓	✓

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Download the official Language Access Plan (Word Document)