The Department of Cannabis Control (DCC) is committed to removing language barriers and ensuring all Californians can access its services. The agency offers free language assistance, including interpreters and translated materials. Key resources are available in multiple languages, included Spanish, Mandarin, Cantonese, Hmong, Vietnamese, and others, with help accessible by phone, email, or online. DCC staff assist with interpreting, translating, and guiding individuals through processes, and there is a clear complaint process with timely follow-up if issues arise.

Introduction

The California Business, Consumer Services and Housing Agency (BCSH) adopted Language Access Plan Guidelines on January 14, 2025. The guidelines require each BCSH department to develop a Language Access Plan. This work is part of ensuring meaningful access to programs and services. As such the Department of Cannabis Control (DCC) drafted its Language Access Plan on June 13, 2025.

DCC will provide access to information, programs, and services to individuals with limited English proficiency (LEP). The plan will ensure that language is not a barrier to accessing licensing, compliance, equity, inclusion, and other services provided by DCC.

In developing this Language Access Plan, we have reviewed:

• Our programs and services for the public
• The ways we communicate with members of the public and the people we serve
• How we currently provide information and services in languages other than English

Department programs and services

Mission: Through innovative policies and effective implementation, the Department (DCC) advances and facilitates a well-regulated, legal market that benefits all Californians.

Programs and services we provide to the public/target population

The Department licenses and regulates cannabis businesses. We regulate the:

• Cultivation of cannabis plants
• Manufacturing of cannabis products
• Transportation and tracking of cannabis goods throughout the state
• Sale of cannabis goods
• Events where cannabis is sold or used
• Labeling of goods sold at retail

Language access requirements and languages identification

DCC’s Equal Employment Opportunity (EEO) Office used one of the following methods to identify the most common languages our Department comes into public contact with:

1. Method 1 (utilized): The Top 5 Languages identified by the American Community Survey Data of the U.S. Census Bureau (C16001). Departments will ensure alignment with threshold languages determined spoken by individuals surveyed under the Dymally-Alatorre Multilingual Services Act (Dymally-Alatorre Act), when applicable.
2. Method 2 (not utilized): Languages identified by the Civil Rights Act Title VI Four-Factor Analysis.

We have also considered any other program-specific laws or requirements. These include but are not limited to: N/A

Please note that this plan does not address DCC’s process for conducting or reporting on the biennial language survey required under the Dymally-Alatorre Bilingual Services Act.

Language Services

DCC will take these actions to provide information and services in languages other than English.

Direct in-language communication

Certified bilingual and multilingual staff and/or contracted private interpreters will provide language services to individuals with LEP. Language services will be free of charge. Private interpreter services will not be reimbursed by DCC when visiting our office.

We discourage using unofficial interpreters, including family members or friends. Exceptions for unofficial interpreters include:

• Emergency situations
• Getting non-essential information, like identifying the person’s preferred language
• Public events or when a qualified interpreter is not readily available
• Departments that administer licensing examinations may set their own interpreter guidelines, standards, and requirements for examinations.

DCC is in the process of contracting for testing of bilingual staff to align with CalHR Human Resources Manual, Section 1003 – “Language Proficiency Scoring – Bilingual Position Qualification”.

Interpretation

In publicly accessible offices, DCC has CalHR posters of separate phone lines for multiple languages.

When a caller dials one of these posted numbers, a message in the appropriate language will request that the caller leave a message. CalHR staff will then contact DCC’s Language Access Coordinator, requesting that the agency follow up with the caller and inform CalHR of the outcome.

DCC’s public facing site is available in other languages and has Language Access complaint contact information clearly identified. Interpreters may also be requested when calling through DCC’s public information phone line at (844) 612-2322.

Translation

DCC’s Public Affairs Division, in collaboration with the Administration Division and other divisions, will identify documents provided to the public that serve the mission and function of DCC, and/or contain vital information, and/or facilitate effective communication upon request and/or when made aware of a need, whether through its website, public meetings, and/or documents. DCC has a current contract for interpreting services through which it will timely provide to the public forms, communications, and/or other information translated to the following languages, and (for forms) automatically provided for download alongside its English version.

Documents will be translated into:

• Spanish
• Mandarin
• Cantonese
• Hmong
• Vietnamese

DCC is also planning the creation of ASL videos regarding essential public information.

Language Access Coordinator

The Language Coordinator is located in the DCC EEO Office.

Name: Sarita Lee

Phone: (916) 695-4122

Email: Sarita.Lee@cannabis.ca.gov

Responsibilities include:

• Acting as the point of contact for language access and services related inquiries.
• Establishing and implementing operational procedures to ensure compliance.
• Overseeing the department’s Language Access Plan.
• Maintaining a database of certified bilingual and multilingual employees, in coordination with Human Resources as required or needed.
• Identifying training for staff on how to utilize language assistance services for the individuals they serve.
• Monitoring and evaluate budget resource needs to support departmental language assistance services.
• Regularly assessing and improving the language assistance program.
• Implementing and maintaining a Language Access Complaint process.
• Coordinating translation and interpretation services, including qualified sign language interpreters, real-time captioning, and written information in alternate formats, such as braille, large print, and audio formats.

Providing notice to individuals with LEP

DCC will notify the public of available language access services through:

• Translating forms and notices
• Ensuring current CalHR Language Access posters are clearly displayed, visible, and legible to the public.

Monitoring, quality control, and updating the plan

DCC will monitor language access services, update the Language Access Plan every two years at a minimum, be compliant with BCSH’s Language Access Plan Guidelines, and address processes and procedures to deliver meaningful language access.

Monitoring and quality control process

DCC’s EEO Office will create a monitoring program to ensure implementation of details. This process will entail:

• Contracting with bilingual/multilingual contractors
• Reviewing contractor performance regularly and addressing deficiencies immediately
• Working with CalHR-certified staff
• Objective findings of language access complaints that identify and/or suggest deficiencies by DCC regarding language access.

Updating the plan:

Every two years, DCC will generate and update the list of minimum threshold languages. Vital documents and essential web content will be updated accordingly. DCC will review and resubmit their Language Access Plan to BCSH every two years.

Revisions will address:

• Any changes in the American Community Survey Data of the U.S. Census Bureau, the Dymally-Alatorre Bilingual Service Act language survey, when applicable, and/or Title VI four-factor analysis
• Whether existing policies and procedures are meeting the needs of individuals with LEP
• Whether staff is sufficiently trained
• Whether identified resources for assistance are up-to-date, available, and accessible
• Whether future language contracts need improvement or extra criteria/requirements

Reevaluations will incorporate, as appropriate:

• New programs
• New legal requirements
• Additional vital documents
• Community input on the Language Access Plan

Training Staff

DCC will train staff to provide language access services to the public.

Public-facing employees

• Training by Dec 31, 2025, then annually
• Training for new hires within 6 months of employment as part of their onboarding process

Staff will be trained on the availability, accessibility, and appropriate use of translation and interpreting Department resources. Levels of training may differ on how often staff is in contact with the public training.

Topics include:

• BCSH language access guidelines
• Identifying an individual’s language preference
• Processes and procedures for providing language assistance services
• How to work effectively with interpreters (in person, telephone, video, as applicable)

Non-public-facing employees

DCC’s training program for non-public facing employees includes:

• Familiarization with DCC Language Access Plan.
• Identifying vital documents and requesting vital document translation.

Complaint process for language services and access

Public members and service recipients can make complaints related to language services. Submission options include:

• Email: EEO@cannabis.ca.gov
• Mail: P.O. Box 419106, Rancho Cordova, CA 95741-9106 (Printable form)
• Phone: (844) 612-2322

After submission:

DCC will notify public members and service recipients immediately when:

1. Their complaint is received
2. An outcome is available

Document List

The following is a list of DCC’s vital documents. Included are the five languages identified as threshold languages. The languages were identified under Method 1 and any program-specific language access laws.

Definitions

• LEP: Limited English Proficiency — limited ability to read, write, speak, or understand English
• Oral Interpretation: Rendering spoken language into another spoken language
• Plain Language: Straightforward and clear writing
• Proper Certification: CalHR-certified language fluency
• Sight Interpretation: Reading a document aloud in another language
• Title VI Four-Factor Analysis: Assessment for identifying service language needs
• Translation: Rendering written text into another language

For more information about these terms, please see the expanded definitions below.

Title VI four-factor analysis

An assessment used to identify which languages are spoken by 5% or more of the public served by departments’ programs and determine how departments can best provide language assistance services needed to ensure meaningful access to individuals with LEP. Guiding questions for the Title VI four-factor analysis include:

1. What is the number or proportion of individuals with LEP who are eligible to be served or likely to be encountered by this program or service and what languages do they speak?
   • What data do you currently have on languages spoken by program participants (i.e., what languages are spoken by program participants; how many participants speak each language; and what percentage of program participants speak each language)?
   • What do other data sources (e.g., U.S. Census, California Department of Education data, academic research, community input, etc.) tell you about the languages spoken by people who are eligible to be served by your program but that your program may not currently be reaching?
2. How frequently will individuals with LEP be in contact with this program or service? (For example: daily, weekly, monthly, rarely, etc.).
3. What is the nature or mission of this program or service? What is the target audience for this program or service? (For example: pregnant and nursing mothers or low-income families). How important is this program or service to people’s lives?
4. What resources are currently available for the provision of language access services? (For example: bilingual staff, contracted or volunteer interpreters, translation contracts, or a specific budget amount).

Contact us

Department of Cannabis Control / Equal Employment Opportunity Office

Name: Sarita Lee

Phone: (916) 695-4122

Email: Sarita.Lee@cannabis.ca.gov