Language Assistance Services


The California legislature mandates that all California health plans provide language assistance services to their enrollees with limited English proficiency in order to alleviate language and/or cultural barriers. In compliance with this mandate, UDC Dental California Inc., (UDC) created a Language Assistance Program to address language and/or cultural barriers that may be present within our enrollee population. Because you are a partner in providing quality dental care for our Plan enrollees, UDC is sharing important information with you regarding our enrollee demographic data and our Language Assistance Program, including requirements that may affect your dental practice. Please review this information and make any necessary changes to your office procedures in order to remain in compliance with UDC's Program.

Highlights of UDC's Language Assistance Program and requirements for Plan Participating Providers:

  • Interpretation services are provided to Plan enrollees, without charge to the enrollee or dentist, by contacting UDC's Customer Service Department at 800-443-2995. These services are available even if the enrollee is using a family member or friend as an interpreter. Dentists may contact the Plan for information on an individual enrollee's language preference.

  • To maintain accurate records regarding languages spoken at participating offices, UDC requires all offices to complete a Language Capability Disclosure Form(s). As a participating provider, you are required to provide quarterly updates to UDC when there are any changes in the language capabilities of currently employed providers and/or staff by submitting new language capability disclosure forms.

  • You are required to maintain copies of UDC's grievance procedures and copies of UDC's grievance forms in English and Spanish. Please maintain these copies and provide them to any UDC enrollees who express a desire to file a complaint with UDC regarding any aspect of their dental care or coverage.

  • Plan enrollees have the right to contact UDC, file a complaint with UDC, obtain assistance from the Department of Managed Care (DMHC) and seek independent medical review. This information is available in non-English languages through the DMHC's web site. The notice and translations can be obtained online at www.hmohelp.ca.gov for downloading and printing. Hard copies may be requested by submitting a written request to: Department of Managed Health Care, Attention: HMO Help Notices, 980 9th Street, Suite 500, Sacramento, CA 95814.

  • UDC requires all participating dentists to document an enrollee's request for, or refusal of, interpreter services in the dental record. In addition, it is recommended that chart labels be utilized on the outside of a chart to identify an enrollee's language preference, along with any other special accommodations requested, for future reference to expedite the delivery of care.

    • UDC Enrollee Demographics:

    Based upon information provided by the American Community Survey (ACS) data and completion of a written survey of UDC enrollees, UDC has identified Spanish as a Threshold Language.*

    Plan information regarding benefits and grievance information is available in Spanish, free of charge, upon request. In addition to identifying Spanish as a Threshold language, survey results revealed the following regarding UDC enrollee language preference and demographics:

    Language Preference:

    UDC enrollee membership completing the survey indicated non-English language preferences as follows:

  • Spanish (06.82%)
  • Other language preference (less than 2%)

    • Ethnicity:

    UDC enrollee membership completing the survey indicated ethnicity data as follows:

  • Non-Hispanic/Non-Latino (25.80%)
  • Hispanic/Latino (23.45%)

    • Race:

    UDC enrollee membership completing the survey indicated race data as follows:

  • Caucasian (56.72%)
  • Black/African American (5.12%)
  • Asian (15.78%)
  • Other (1.07%)

    • *Threshold Language includes any language, other than English, when 5 percent of 3,000 or the enrollee population (whichever is less), indicates in the enrollee assessment a preference for written materials in that language.