In this subtitle the following words have the meanings indicated. “Equal access” means to be informed of, participate in, and benefit from public services offered by a State department, agency, or program, at a level equal to English proficient individuals. “Equal access” includes the ability to receive language assistance that: ensures accurate, timely, and effective communication at no cost to the individual; and is not significantly restricted, delayed, or of lower quality compared to programs or activities available to English–proficient individuals. “Language access plan” means a written document that standardizes the language access compliance policy, standard operating procedure, reporting, and complaint process for each State department, agency, or program. “Language assistance services” includes various methods to provide verbal information and interpretation such as: staff interpreters, bilingual staff, telephone interpreter programs, and private interpreter programs; and sign languages, braille, TDD/TT/TTY, large print, plain language, and other communication accommodations used by individuals with disabilities. “Limited English proficiency” means a limited ability to read, write, speak, or understand English in a manner that allows effective communication with a State department, agency, or program to have access to and participate in services, activities, programs, or other benefits administered by the State. “Program” means all of the operations of a State department, State agency, or any other instrumentality of the State. “Public contact positions” are positions in a State department, agency, or program for which the primary responsibilities include greeting, meeting, or providing information or services to the public. “Vital documents” means all applications or informational materials, notices, and complaint forms offered by State departments, agencies, and programs that are critical for accessing a State department, agency, or program. “Vital documents” include: emergency preparedness and risk communications; online and paper applications; consent forms; complaint forms; all categories of letters or notices pertaining to the eligibility for State benefits; written tests evaluating competency for a license, job, or skill for which English proficiency is not required; documents that are required by law; and notices at no cost regarding the availability of language assistance services for individuals with limited English proficiency. “Vital documents” does not include applications and examinations related to the licensure, certification, or registration under the Health Occupations Article, Financial Institutions Article, Business Occupations and Professions Article, and Business Regulation Article within the jurisdiction of the Maryland Department of Health or the Maryland Department of Labor.