This page brings together instructional materials such as user guides, videos, and reference documents you need to provide interpreting services under the HCA contract. User guides and videos walk through key processes step by step. Below that, you’ll find quick links to download or view additional PDF resources, followed by an FAQ that answers common questions.
Guides & Videos
Interpreter Portal User Guide (PDF)
HCA Interpreter Orientation (PDF)
Minimum Standards for OPI VRI (PDF)
Additional Resources
Incident Resolution Process (PDF)
Collective Bargaining Agreement (PDF)
Interpreter Code of Professional Conduct WAC 388-03-050 (link)
Frequently Asked Questions
Who is Universal Language Service?
Universal Language Service (UniversalLanguage) is the Coordinating Entity contracted by the Washington State Health Care Authority (HCA) to provide spoken-language interpreters for Apple Health (Medicaid) clients. As a Language Access Provider (LAP), you accept and manage jobs through UniversalLanguage’s online Scheduling Portal.
What services can I provide under the HCA contract?
The HCA contract includes pre-scheduled in-person, phone and video interpretation jobs.
How do I become eligible to provide services for HCA Medical jobs?
To accept HCA jobs, you need an active account with UniversalLanguage and all required documents on file, approved, and current in Paycor. This includes DSHS certification, authorization, or recognition for the languages you interpret, an annual background check, and required immunizations if you provide in-person interpretation. The portal only shows jobs you’re eligible for, so a missing or expired document removes those jobs from your view until it’s resolved. Full requirements are in your orientation available here.
How do I manage my documents and credentials?
All required documents are managed in Paycor. Keep them current; an expired required document restricts your access to HCA jobs until it’s renewed and processed, with no grace period after the expiration date. Step-by-step instructions are in the Interpreter User Guide available here.
How and when am I paid?
Your rates and the rules that determine your pay are set by the Collective Bargaining Agreement between Interpreters United (Local 1671, WFSE/AFSCME Council 28) and the State. HCA jobs are paid twice a month, on the 5th and the 20th.
Can I be reimbursed for travel expenses?
For in-person jobs, parking, ferry, and toll costs are reimbursed with a receipt. Instructions for submitting travel expenses are in your Interpreter User Guide available here. Attach the receipt to the job before you approve your times. Mileage is built into the in-person rate under the CBA and isn’t reimbursed separately.
What is the HCA Incident Resolution Process (IRP)?
Requesters and interpreters can submit feedback (compliments and complaints) about services, handled by Universal’s WeCare Program. The HCA IRP is the process for addressing feedback, performance issues, and policy violations involving interpreters under the HCA contract. Incidents are categorized by severity and tracked over time, and depending on severity and frequency, may lead to outcomes ranging from a written notice to job portal restriction or removal from HCA jobs. If feedback is submitted about you, you’ll be notified and have an opportunity to respond. Compliance with the IRP is required for all interpreters under the contract. For the full process, including severity levels, examples, and how incidents map to outcomes, see the HCA Incident Resolution Process. To request a list of your own incidents, email WeCare@ulsonline.net.
What happens if I give a job back?
You can return most HCA jobs in the portal; Family Member Appointments must be returned by phone to the Scheduling Department. Returning a job is strongly discouraged unless there’s an emergency, and any HCA job given back within 24 hours of the start time is reviewed to determine whether an incident should be recorded. Give as much notice as possible. See the HCA Incident Resolution Process for more information.
How long should I wait for an LEP Client or Service Requester/Provider to arrive before considering a Job to be a no-show?
How long you are expected to wait depends on the type of service.
For in-person jobs, if you have arrived on-site at the scheduled start time, wait at least 30 minutes from that time. If neither the LEP Client nor the requester has arrived after 30 minutes, you may consider it a no-show and depart. Before you leave, notify an appropriate on-site staff member that you waited the required 30 minutes and are departing. This prevents confusion, ensures the facility knows you were there, and lets them know to record that services were not completed on the scheduling portal. If feedback is received that you left before the 30-minute wait had elapsed, the HCA Incident Resolution Process may be applied.
For pre-scheduled phone and video jobs, you are not expected to wait past the scheduled start time. Clients and requesters are expected to be ready at the scheduled time of the appointment.
For any type of service, you can call UniversalLanguage at 1 (888) 462-0500 for assistance with scheduling issues. Compensation for no-shows varies by type of service and is determined by the Collective Bargaining Agreement.
How do I send UniversalLanguage anything with client information?
Never send Protected Health Information (PHI), including job invoices with client details, in unsecured email. Upload anything containing PHI through the portal. Step-by-step instructions on uploading job invoices are in the Interpreter User Guide available here. Unsecured PHI in email can be treated as a high-severity incident under the IRP
