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City of Santa Ana Limited English Proficiency (LEP) Plan November 2017 C. Training Training for front-line staff members, who are often the first points of contact with LEP individuals, is provided by City Personnel. Staff training includes: • Identifying and tracking language preference information of LEP persons; • Delivering services effectively to LEP persons; • Assuring staff sensitivity to the literacy level of LEP persons; • Describing LEP services offered to the public; • Procuring interpreter services; • Identifying and documenting language needs of LEP persons; • Processing a Title VI/LEP complaint; • Familiaritywith Disability Awareness, Ethics, Civil Rights and Conflict Management issues. This LEP plan will be distributed to all staff assigned at public counters. D. Providing Notice to LEP Persons Notice of language assistance services will be accomplished as follows: • Signs to be posted in the entry areas regarding the availability of services and that they are free of charge. • Website, documents, and brochures will be offered or printed in alternative languages and will include that, language services are available and are free of charge. • Staff will inform LEP persons that language assistance is available and is free of charge. VII. MONITORING AND UPDATING THE LEP In July of each year, a Personnel Services representative will review the effectiveness of the LEP Plan. The evaluation will include identification of any problem areas and development of required corrective action strategies. Elements of the evaluation may include: • Identification of the number of LEP persons requesting interpreters/translators; • Review of up-to-date community and demographic information; • Determination of whether interpretation/translation services have been effective; • Assessment of current language needs to determine if additional services or translated materials should be provided; • Assessment whether staff members adequately understand LEP guidelines and procedures and how to carry them out; • Gathering feedback from LEP communities in the service areas of the City, such as schools, faith -communities, and other resources 55C-25 19