Getting Through and Being Heard: Limited English Proficiency and MassHealth

Attached is the report of a survey of bilingual enrollment assisters and advocates conducted by MLRI on the experience of Limited English Proficient  (LEP) MassHealth applicants and members attempting to communicate with MassHealth by telephone. The survey results identified multiple barriers for LEP callers  including delays, multiple transfers, and interpreters not fluent in the caller's language. It makes recommendations for improvements including clear protocols for when and how to offer an interpreter and better training for MassHealth employee and subcontractors.