The Office of Human Rights (OHR) requires all District covered entities provide multilingual access to their telephone systems to serve constituents who are Limited English Proficient/Non-English Proficient (LEP/NEP). Pursuant to the Language Access Act (D.C Code § 2-1932(a)) and its implementing regulations (4 DCMR § 1205.5), “[e]ach covered entity shall provide oral language services to LEP/NEP individuals who seek to access or participate in the services, programs, or activities offered by the covered entity, as further described in this chapter.” To help comply with this requirement and provide more inclusive customer service, OHR has determined that a covered entity's use of multilingual automated messaging systems, also known as multilingual phone trees, is a baseline policy and procedure, required by the Act.