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Publications, Studies and Research
National Council of La Raza
REPORT
Department of Human Services Language Access Testing
June 2003 December 2003
Submitted by:
The Equal Rights Center
11 Dupont Circle, N.W. 4th Floor
Washington, DC 20036
202-234-3062
www.equalrightscenter.org
Victoria Luna
Project Coordinator
Project Summary
The Equal Rights Center conducted 10 language access tests at two Department of Human Services (DHS) locations in Washington DC. Matched pair tests of mono-lingual Spanish speaking Protected and English speaking Comparison testers conducted the tests. Four site tests were conducted at the following two DHS locations: (1) 508 Kennedy Street N.W., Washington, D.C., and (2) 645 H Street NE., Washington DC. Six telephone tests were conducted. Of those tests, two were at the 508 Kennedy Street office and four were a combination of telephone tests of the Healthy Families program and the Income Maintenance Administration office located at 645 H. Street NE. Two additional telephone tests were conducted but are not included in this report because they were incomplete. In both incomplete tests at least one of the testers was unable to reach DHS staff in order to complete the test.
The testers are referred to as either Protected or Comparison testers. The Protected tester is a non-English speaking Latino who is seeking medical insurance for her children only. The Comparison tester is an English speaking African American or white female who is seeking medical insurance for her children only. In 9 out of 10 tests Latino and African American test pairs were used. In one test a Latino and Caucasian female test pair were used. Each tester was qualified and eligible to receive the benefits they sought.
Each matched paired test was analyzed to determine differences in treatment, if any, between the
Protected and the Comparison testers. Each tester reported their experiences on a Test Report
form. The results were then analyzed for differences. The major differences are reported in the
test analysis section of this report. A more in-depth test analysis is available in test file. The
analysis focuses on key differences in services, differences in required supporting
documentation, and differences in the length of time testers had to wait to obtain services. In
two of the telephone tests the Protected testers’ calls were dropped and testers were unable to
obtain services. Therefore, the length of time is not the only factor used to determine differential
treatment. Additionally, the telephone tests indicate the number of times callers were
transferred, asked to call another number, or asked to call back at a later time.
The test report form was divided into three main parts as follows: Security Area; Front
Office/Translation Area; and Back Office/Translation Area. The Security Area section of the test
and the assignment form required the tester to report what they encountered while going through
security. For example were testers consistently asked to show identification? Were testers asked
to show picture identification? How were testers screened? Did they walk through a metal
detector? Were they screened with a wand type metal detector?
The Front Office/Translation Area is the second part of the test report forms and is designed to
enable testers to describe what they encountered while in the Front Office/Translation Area. The
Front Office/Translation Area is the intake area for both of the DHS offices. Testers were
generally given a number or told to wait in a line of chairs to speak to an intake person. In most
cases testers were asked their address. Those Spanish speaking testers who were provided
translation services in person or by phone were assisted in the Front Office/Translation Area.
Testers provided translation services at the Kennedy Street office were seated at a table in the
back of the room. Testers were generally provided applications to fill out before being seen by a
social worker in the Back Office/Translation Area.
The Back Office/Translation Area is the third section of the test report form. In the Back
Office/Translation Area testers were seen by a social worker. In some cases social workers
would evaluate the eligibility of testers based on the number of children, income, and expenses.
In some cases social workers would inform the testers what information they would need to
apply for services or show them the required supporting documentation which lists the necessary
documents. In the test analysis, information is sometimes duplicated if testers were asked the
same question by different agents in the security area, front office or back office. In some cases
the analysis section relating to the Security Area for site tests was intentionally left blank.
Telephone testers did not interact with security and site testers may have had limited or no
interaction with security.
Testers were given written assignments and a test report form to fill out immediately after the tests were conducted. The tests were assigned test numbers to indicate the project number, the type of test, where the test was conducted, and sequential numbering. For example all tests were assigned a 513 project number. Following the project number tests were given an S or a T to distinguish between a site or a telephone test. Tests that were conducted at the Kennedy Street office were assigned a K and tests that were conducted at the H Street office were assigned an H.
Tests were then numbered sequentially and ranged 1 though 12. As previously indicated tests numbers 2 and 4 were incomplete.
The test coordinator instructed testers not to complete or sign the applications and to indicate to the social worker they would bring in the required supporting documentation at a later time. This was done to protect the tester from any liability.
Test Analysis
To evaluate the tests five test factors were developed to provide an overall method to analyze the results. Agents that told telephone testers where to obtain an applications (factor 2) were considered to have provided the necessary information for a tester to successfully obtain an application. The five test factors are as follows:
1. Was tester provided services in the appropriate language? Each Protected tester was given a profile as a mono-lingual Spanish speaker seeking services. The Comparison tester was given a profile as an English speaking person seeking services. Factor 1 determines if the Protected tester was provided services in Spanish and if the Comparison tester was
provided services in English.
2. Was tester offered a Healthy Families Application or told how to obtain one in the appropriate language? Each tester was given a profile of someone seeking services for their children only. To minimize the number of variables with regard to citizenship status the Protected tester was given a profile of having lived in the United States less than five years and ineligible for services for herself. To ensure the Comparison tester was on equal footing the Comparison tester was given a profile of someone already insured through an employer. In this way test pairs were equally ineligible for benefits and seeking assistance for children only.
3. Was information provided on required supporting documentation in the appropriate language? This factor examines if testers received information on required supporting documentation such as proof of earned income, proof of dependent care expenses, and Social Security information for each child, in the appropriate language.
4. Was tester asked for information unrelated to eligibility requirements? Testers were instructed to indicate if they were asked questions not related to obtaining medical insurance through Healthy Families. For example, were testers asked about their citizenship or about an absent parent of a child?
5. Did tester receive discouraging comments? This factor determines if testers were told negative information that would weaken their resolve to obtain benefits. For example one tester was told that if she lied about her citizenship status she could be in “big trouble.”
Summary of Findings
The tests show significant differences in overall treatment impacting negatively on the Protected
testers. For example, one in five of the Protected testers did not received services in the
appropriate language. In addition, the Protected testers waited an average of one hour and 53
minutes longer before receiving services in the appropriate language than the Comparison tester.
The Protected testers were sometimes asked irrelevant questions regarding their citizenship and
received discouraging comments regarding their benefits inquiries, whereas the Comparison
testers did not have any such experiences. One example of this occurred when a social worker
told the Protected tester “that is the reason it is very important that you tell the truth when you
fill out the Immigration Form and then they will not investigate you, but if you lie you will be in
big troublei”. Another example of a Protected tester receiving discouraging comments was when
the agent told the Protected tester “applicants needed be residents for five years”, even though
the tester made it clear she was not applying for herself but for her children.
The table below provides the number of differences in relation to each of the five factors. However, the differences reported may favor either the Protected or the Comparison tester. The results of factor 1 shows that four out of six tests show differences in treatment. In factor two, three tests out of six tests show differences in treatment. In factor three, three tests out of seven test show differences. Factor four also shows three tests out of seven tests with differences. Factor five shows two tests out of eight tests with differences.
Factor Number of tests indicating differences
Number of tests indicating
No differences
% of tests indicating differences
1. Was tester provided services
in the appropriate language? 2 8 20%
2. Was tester offered a Healthy
Families Application or told
how to obtain one in the
appropriate language?
4 6 40%
3. Was information provided on
required supporting
documentation in the
appropriate language?
4 6 40%
4. Was tester asked for
information unrelated to
eligibility requirements? 3 7
30%
5. Did tester receive discouraging
comments? 2 8 20%
Two of ten tests show no differences for any of the five factors. Eight of ten tests that show differences in at least one or more factors favor the Comparison tester. As indicated previously, differences may favor either the Protected or the Comparison tester. However, the following information indicates differences that favor the Comparison tester.
Factor 1: Of the two differences for factor 1 two favor the comparison tester.
Factor 2: Of the four differences for factor 2 three favor the Comparison tester,
Factor 3: Of the four differences for factor 3 three favor the Comparison tester.
Factor 4: Of the three differences for factor 4 three favor Comparison tester.
Factor 5: Of the two differences for factor 5 two favor the Comparison tester.
Another way of reviewing the same results is to combine both the Protected and Comparison data for each factor to provide an overall analysis. The chart below for example, shows that, for factor one, 6 out of 10 Protected testers received services in the appropriate language; whereas, all the Comparison testers received services in the appropriate language. Or one in five Protected applicants did not received services in the appropriate language.
In factor two, only four out of ten Protected testers was offered a Healthy Families Application
or told how to obtain one in the appropriate language; whereas, seven Comparison testers
received that information. Similarly, only four out of ten Protected testers were provided a list of
required supporting documentation in Spanish. Three out of ten Protected testers were asked
questions regarding their citizenship status. And two out of ten Protected testers received a
discouraging comment. The following chart combines data from each of the five test factors for
all ten tests.
Comparison Tester Recieved
Favorable Treatment
0%
20%
40%
60%
80%
100%
120%
1 2 3 4 5
p
c
FACTORS
1. Was tester provided
services in the
appropriate language?
2. Was tester offered a
Healthy Families
Application or told how
to obtain one in the
appropriate language?
3. Was information
provided on required
supporting
documentation in the appropriate language?
4. Was tester asked for
information
unrelated to
eligibility
requirements?
5. Did tester receive
discouraging
comments? Test Factors
ANALYSIS
Test Number: DHS-513-S-K-01
Test Site: Department of Human Services
Test Type: Site Test
Site Location: 508 Kennedy Street
DATE AND TIME OF TEST
Both testers arrived at 508 Kennedy Street an hour apart on September 1, 2003. The Protected
test began at 9:36 A.M. and ended at 12:38 A.M. The test lasted approximately 3 and one-half
hours. The Comparison test began at 10:35 A.M. and ended at 11:45 A.M. The test lasted 1
hour and ten minutes. The Protected test lasted 2 hours and 10 minutes longer than the
Comparison test.
SECURITY AREA
The Protected tester was not asked for picture identification. Note: the Protected tester’s
passport could be seen in her hand. The Comparison tester was asked for picture identification.
The Protected tester was escorted by the security officer to the waiting area. The Comparison tester was initially directed to the 3rd floor & then re-directed by another security person to go to the 2nd floor.
The Protected tester saw 3 security guards. The Comparison tester saw 2 security guards; no guard was at the security desk on 2nd floor.
FRONT OFFICE/TRANSLATION AREA
The Protected tester waited one and one-half hours longer than the Comparison tester.
The Protected tester was directed to the translation waiting area at the end of the room, close to the windows, with a round table. The Comparison tester was directed to have a seat in the general waiting area. The Protected tester and the Comparison tester received forms in English even though the Protected tester asked for forms in Spanish and waited for over an hour.
The Protected tester was provided translation services by someone who referred to themselves as “Ms. Services”.
BACK OFFICE/TRANSLATION AREA
The Protected tester never went to the BACK OFFICE/TRANSLATION AREA and was only
briefly seen by Ms. Hyne, a social worker who came to take her to the BACK
OFFICE/TRANSLATION AREA but was told by Ms. Services that the Protected tester had not
brought her Social Security and Green Card. The Comparison tester was not asked about picture
identification or social security cards.
The Protected tester was asked if she was a citizen. The Comparison tester was not asked if she
was a citizen. The Protected tester was assisted by a translator in filling out the forms which
were in English. The Protected tester asked about the non permanent residents part of the
Immigration Form and the agent said “that is the reason it is very important that you tell the truth
when you fill out the Immigration Form and then they will not investigate you, but if you lie you
will be in big trouble”. The Comparison tester was assisted in filling out the forms but not
warned about lying on the Immigration Form.
The Protected tester did not receive a Health Families Application in Spanish and the Comparison tester did not receive a Health Families Application in English.
The Protected tester was not encouraged to file for medical assistance with her children. The
Comparison tester was asked if she wanted to apply for any other services. The Comparison
tester was encouraged to apply for medical benefits with her children.
The Protected tester was asked for her social security card and was told she had to come back
because she did not have it. The Comparison tester was not asked for picture identification or
social security card by the interviewer.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1. Was tester provided services in the appropriate language? Yes Yes
2 Was tester offered a Healthy Families Application or told how
to obtain one in the appropriate language?
No Yes
3 Was information provided on required supporting
documentation in the appropriate language?
No No
4 Was tester asked for information unrelated to eligibility
requirements?
Yes No
5 Did tester receive discouraging comments? Protected tester
requested list of qualifying documents but was told to come
back since she didn’t bring her Social Security or Green Card
Yes No
ANALYSIS
Test Number: DHS-513-T-K-03
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 508 Kennedy Street
DATE AND TIME OF TEST
Both testers called 508 Kennedy Street on September 4, 2003. The Protected tester’s call began
at 2:05 P.M. and ended at 2:13P.M., thus lasting 8 minutes. The Comparison tester’s call began
10:00am and ended 10:20am lasting 20 minutes.
TELEPHONE TEST
The Protected tester spoke in Spanish to Ms. Calhoun a social worker, and was asked to hold the
phone. After approximately 8 minutes, a voice recorded message told the tester in both Spanish
and English to “please hold while we connect your call.” Shortly thereafter Oliviana a translator
came on the line and translated a conversation between the tester and the social worker.
The Comparison tester spoke to an unidentified DHS employee during the test. She did not have to wait to speak to a DHS employee in English.
The Protected tester told Ms. Calhoun she wanted information on medical benefits for her child. The social worker asked for her social security number. The Protected tester was asked for personal information including address, social security numbers for herself and child, the citizenship of the child, where the child was born, and the employment status of the tester.
The Protected tester was asked if she was a citizen. The Comparison tester was not asked about citizenship status.
The Protected tester was told the office hours and instructed to come to 508 Kennedy Street with the following items: picture identification, birth certificate of child, social security card of child, rent receipts, and three pay stubs.
The Comparison tester was also told she would need to come to 508 Kennedy Street. The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1 Was tester provided services in the appropriate language? Yes Yes
2 Was tester offered a Healthy Families Application or told how to obtain one in the appropriate language?
Yes Yes
3 Was information provided on required supporting
documentation in the appropriate language?
Yes No
4 Was tester asked for information unrelated to eligibility
requirements?
Yes No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-S-H-05
Test Site: Department of Human Services
Test Type: Site Test
Site Location: 645 H Street
DATE AND TIME OF TEST
Both testers arrived at 645 H Street five minutes apart on September 11, 2003. The Protected
test began at 9:00 AM and ended at12:30 P.M. The test lasted 3.5 hours. The Comparison test
began at 9:05 AM and ended 9:25 A.M. The test lasted 20 minutes. The Protected test lasted 3
hours and 10 minutes longer than the Comparison test.
SECURITY AREA
The Protected tester was required to show a picture identification to gain entrance to the
building.
The Comparison tester did not need to show identification to gain entrance to the building, but was asked for ID during the intake in the front office.
FRONT OFFICE/TRANSLATION AREA
Although the Protected tester spoke to the front office clerks in Spanish, she was given an
Application for Benefits in English. Another customer interpreted for her. The Comparison
tester was given a Healthy Families Application in English.
The Protected tester was not asked for a social security number or identification. She was instructed to wait for a translator. The Comparison tester was asked for her identification, social security number, name and address.
BACK OFFICE/TRANSLATION AREA
After waiting 2 hours and 20 minutes for translation assistance the Protected tester was seen by a
social worker. The social worker called Olga, a translator, to assist by phone. The Protected
tester was asked to show her picture identification and birth certificates for her children. The
social worker told the tester, via the translator, to return with the items needed to apply for
services the next day.
The Comparison tester waited 10 minutes for her number to be called and was assisted with
completing the application. The Comparison tester was asked for both her and her children’s
social security numbers.
The Protected tester was asked where her child was born. The Comparison tester was asked if everyone listed in the application was a citizen.
The Protected tester was not given a list of required supportive documentation. The Comparison tester was directed to the list of required supportive documentation in the Health Families Application.
The Protected tester was not given a Healthy Families Application. The Protected tester was given an Application for Benefits (TANF) in English for which she would not qualify. The Comparison tester was given a Healthy Families Application.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1. Was tester provided services in the appropriate
language?
Yes Yes
2. Was tester offered a Healthy Families Application or
told how to obtain one in the appropriate language?
No Yes
3. Was information provided on required supporting
documentation in the appropriate language?
No Yes
4. Was tester asked for information unrelated to eligibility
requirements?
No No
5. Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-S-K-06
Test Site: Department of Human Services
Test Type: Site Test
Site Location: 508 Kennedy Street
DATE AND TIME OF TEST
Both testers arrived at 508 Kennedy Street five minutes apart on September 11, 2003. The
Protected test began at 9:15 A.M. and ended at 11:05 A.M. The Protected test lasted
approximately 2 hours. The Comparison test began at 9:10 AM and ended at 10:10 A.M. The
Comparison test lasted one hour. The Protected test lasted 1 hour and 45 minutes longer than the
Comparison test.
SECURITY AREA
The Comparison tester was asked to show picture identification. When asked in English to show
her ID the Protected tester said “ no engles” and provided her passport.
FRONT OFFICE/TRANSLATION AREA
The Protected tester waited thirty minutes to be called while the Comparison tester waited five
minutes. The Protected tester waited 25 minutes longer than the Comparison tester.
The Comparison tester was given the following forms: Notice to Applicants, Notice of Privacy Practices, Immigration and Citizenship Form, and the DHS Application for Benefits.
The Comparison tester was told to fill out the forms. The Protected tester was not instructed to fill out forms.
The Protected tester was provided a D.C. Healthy Families Application in Spanish. The Comparison tester did not receive a DC Healthy Families Application but was provided an Application For Benefits that included Medical Assistance.
Protected tester was not assisted with the application. The Comparison tester asked questions that were answered by the social worker.
BACK OFFICE/TRANSLATION AREA
The Protected tester was asked for her and her children’s social security cards. The Comparison
tester offered her identification when asked if she worked.
The Protected tester was asked if she had papers and about her legal status. The Comparison
tester was not asked about citizenship.
The Protected tester was asked if she wanted to apply for food stamps. The Comparison tester
was not asked if she wanted to apply for food stamps.
The Protected tester was not told about her children’s eligibility for benefits. The Comparison tester was told she would “probably qualify” when the social worker looked at an eligibility chart after using the testers salary and family size.
The Protected tester was told that INS rules require applicants to be residents for five years to be eligible for benefits. The Comparison tester was not told about INS rules.
The Protected tester was shown the place in the application where Required Supporting Documents were listed in the Health Families application. The Comparison tester was provided a list of items needed to apply for benefits.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1. Was tester provided services in the appropriate
language?
Yes Yes
2. Was tester offered a Healthy Families Application or
told how to obtain one in the appropriate language?
Yes No
3. Was information provided on required supporting
documentation in the appropriate language?
Yes Yes
4. Was tester asked for information unrelated to eligibility
requirements?
Yes No
5. Did tester receive discouraging comments? Yes No
ANALYSIS
Test Number: DHS-513-S-H-07
Test Site: Department of Human Services
Test Type: Site Test
Site Location: 645 H Street
DATE AND TIME OF TEST
Both testers arrived at 645 H Street in the late morning of October 3, 2003. The Protected test
began just before 10:00 A.M. and ended at11:40 P.M. The Comparison test began at 12:00 P.M.
and ended at 1:10 P.M. The Protected test lasted 30 minutes longer than the Comparison test.
SECURITY AREA
The Comparison tester was asked to show ID and provided the security guard with her drivers
license. When asked in English for an ID, the Protected tester provided her passport.
FRONT OFFICE/TRANSLATION AREA
The Protected tester waited 40 minutes while the Comparison tester waited 10 minutes for their
number to be called. The Protected tester waited 30 minutes longer than the Comparison tester.
The Protected tester was asked if she wanted to apply for one month of food stamps related to Hurricane Isabel. The Comparison tester was not asked if she wanted to apply for food stamps.
The Protected tester was asked to show her picture identification by the front desk person; the Comparison tester was not asked for picture identification.
The Protected tester was sent by the front desk person to another desk with Spanish speaking persons when she entered the waiting room. At that time no translators were available so the Protected tester went back to the front desk and spoke with a Spanish speaking assistant named John.
BACK OFFICE/TRANSLATION AREA
The Protected tester waited 20 minutes while the Comparison tester waited 50 minutes to see a
social worker. The Comparison tester waited 30 minutes more than the Protected tester. NOTE:
a man had a seizure in the waiting room while the Comparison tester was waiting.
The Protected tester was asked to provide Social Security Cards, Pay Stubs, and Proof of Residency by Mr. Davis. There is no indication of whether this interview was conducted in Spanish by Mr. Davis or by a translator or anybody. The Comparison tester was asked for her children’s social security cards, two most recent pay stubs, and proof of residency such as a letter from her landlord or the landlord’s telephone number. The Comparison tester was told to bring the items the social worker circled on the application. The Comparison tester was also told to bring proof of address if the address she provided and the one on her picture identification did not match.
As the Protected tester was told what documents were needed to apply the tester wrote down the lists herself. The social worker provided the Comparison tester with a list of documents needed by circling the Required Supporting Documents provided in the Healthy Families application.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1 Was tester provided services in the appropriate language? Yes Yes
2 Was tester offered a Healthy Families Application or told
how to obtain one in the appropriate language?
Yes Yes
3 Was information provided on all required supporting
documentation in the appropriate language?
Yes Yes
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-T-H-08
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 508 Kennedy Street
DATE AND TIME OF TEST
Both testers called within five minutes of each other on October 20, 2003. The Protected tester
called at 10:10 A.M. The test lasted ten minutes. The Comparison Tester called at 2:05 P.M.
The test lasted five minutes.
TELEPHONE TEST
The Protected tester waited about 2 minutes for the translator to come on the phone. The
Comparison tester did not wait to speak to an agent. The Protected tester spoke to a female agent
with a high pitch voice and a female translator named Ana with a soft voice. The Comparison
tester spoke with a female agent name Ms. Calhoun with a high pitch voice.
The Protected tester was asked for her daughter’s birth certificate and copy of lease; the Comparison tester was not.
The Comparison tester was asked if she is currently insured and to provide proof of insurance and medical bills. The Protected tester did not indicate current medical coverage.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1. Was tester provided services in the appropriate language? Yes Yes
2 Was tester offered a Healthy Families Application or told
how to obtain one in the appropriate language?
No No
3 Was information provided on required supporting
documentation in the appropriate language?
No No
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-T-H-09
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 508 Kennedy Street
DATE AND TIME OF TEST
Both testers called within five minutes of each other on October 22, 2003.
TELEPHONE TEST
The Protected tester was asked to wait on the line and then the agent asked the Protected tester to
call back in 15 minutes. The Comparison tester spoke with an agent immediately.
The agent did not speak in Spanish to the Protected tester. The agent spoke English to the Comparison tester.
The agent asked the Protected tester to call back in 15 minutes. When the tester called back she was put on hold and the line was disconnected.
The Protected tester waited on hold for a total of 23 minutes. The Comparison tester did not
have to wait. The Protected tester was not given information regarding how to apply for health
benefits. The Comparison tester was told to contact the customer service center and was given
the telephone number.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1 Was tester provided services in the appropriate language? No Yes
2 Was tester offered a Healthy Families Application or told
how to obtain one in the appropriate language?
No No
3 Was information provided on required supporting
documentation in the appropriate language?
No No
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-T-H-10
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 645 H Street, N.E. Washington, D.C.
DATE AND TIME OF TEST
Both testers called within five minutes of each other on October 24, 2003. The Protected tester
called at 10:00 A.M. The test took four minutes. The Comparison tester called at 10:05 P.M.
The test lasted three minutes.
TELEPHONE TEST
The agent answering the phone did not speak Spanish to the Protected tester. The agent spoke
English to the Comparison tester.
The Protected tester was immediately transferred to the voice mail box of Isabel Monsor whose message was in English only.
The Protected tester was not given information regarding applying for health benefits. The Comparison tester was told applications could be obtained at Safeway, Giant Food, or DMV.
The Protected tester was not told what documents she would need to apply. The Comparison tester was told she would need to provide a pay stub, proof of residency, rent receipt, lease, and social security card; the agent also told the tester the list of items was in the application.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1 Was tester provided services in the appropriate language? No Yes
2 Was tester offered a Healthy Families Application or told
how to obtain one in the appropriate language?
No Yes
3 Was information provided on required supporting
documentation in the appropriate language?
No Yes
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-T-H-11
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 645 H Street
DATE AND TIME OF TEST
Both testers called within five minutes of each other on October 31, 2003. The Protected test
began at 10:00 A.M. The Protected tester called a second number immediately after. The test
took ten minutes. The Comparison test began at 10:05 P.M. The test lasted fifteen minutes.
TELEPHONE TEST
The Protected tester indicated that she needed to speak to someone in Spanish by saying with a
heavy Spanish accent “speak English.” The agent told the tester to call customer service and
gave her a phone number to call.
The Protected tester called customer service and pressed “2” for Spanish. An automated operator said to remain on the line for a representative, but after waiting several seconds the phone disconnected and the test ended.
The Comparison tester was referred to a Customer Service agent who instructed the tester to bring in proof of income, proof of residency (lease), any unpaid utility bills and a social security card. The Comparison tester was told to bring in proof of income, proof of residency (lease), unpaid utility bills and social security card.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
1 Was tester provided services in the appropriate language? No Yes
2 Was tester offered a Healthy Families Application or told
how to obtain one in the appropriate language?
No Yes
3 Was information provided on required supporting
documentation in the appropriate language?
No Yes
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
ANALYSIS
Test Number: DHS-513-T-H-12
Test Site: Department of Human Services
Test Type: Telephone Test
Site Location: 645 H Street N.E., Washington, D.C.
DATE AND TIME OF TEST
Both testers called within five minutes of each other on October 31, 2003. The Protected tester
called at 10:00 A.M. The Protected tester called a second number immediately after. The test
took ten minutes. The Comparison tester called at 10:05 P.M. The test lasted fifteen minutes.
TELEPHONE TEST
The Protected tester said, “habla espanol?” A male agent told the Protected tester “no” and
asked her to hold on. The agent then referred the Protected tester to someone who spoke Spanish
who told her to go to Mary’s Center Clinic to apply for health benefits because it is close to her
house.
The Comparison tester spoke with a female agent who asked several qualifying questions and then told the tester “she made it”. The Comparison tester was told she could apply at CVS, Rite Aid, Safeway, Giant, the Library, and DMV.
The following table provides information on five test factors used to evaluate this test:
Test Factors Protected Comparison
2. Was tester provided services in the appropriate language? Yes Yes
2 Was tester offered a Healthy Families Application or told how
to obtain one in the appropriate language?
Yes Yes
3 Was information provided on required supporting
documentation in the appropriate language?
Yes Yes
4 Was tester asked for information unrelated to eligibility
requirements?
No No
5 Did tester receive discouraging comments? No No
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i See test # DHS-513-S-K-01