1. CIVIL RIGHTS, CUSTOMER SERVICE & CULTURAL DIVERSITY Presentation to: District and State WIC Staff Presented by: Ricky T. Brown, MHA Date: July 30, 2012

2. A Healthy and Safe Georgia Vision: Mission: The mission of the Georgia Department of Public Health is to prevent disease, injury, and disability; promote health and well being; and prepare for and respond to disasters. http://at.pscdn.net/008/00205/ammsv32010/CivilRights08012012/i ndex.htm http://at.pscdn.net/008/00205/ammsv32010/CivilRights08012012/i ndex.htm

3. PURPOSE The purpose of this workshop is three-fold: To meet the annual Federal requirements for Civil Rights training for the state of Georgia (districts and contracted agencies). To improve customer service provided by WIC staff to over 300,000 participants in Georgia WIC Program. To enhance staff understanding regarding the cultures we serve.

4. NON-DISCRIMINATION STATEMENT English In accordance with Federal Law and Department of Agriculture (USDA) policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age or disability. To file a complaint of discrimination, write USDA, Director, Office of Adjudication, 1400 Independence Avenue, SW, Washington, D.C. 20250- 9410 or call toll free (866) 632-9992 (Voice). Individuals who are hearing impaired or have speech disabilities may contact USDA through the Federal Relay Service at (800) 877-8339; or (800) 845-6136 (Spanish). USDA is an equal opportunity provider and employer.

5. NON-DISCRIMINATION STATEMENT Spanish De acuerdo con la ley federal y las politicas del Departamento de Agricultura de los EE.UU. (USDA, sigla en ingles), se le prohibe a esta institucion que discrimine por razon de raza, color, orgien, sexo, edad, o discapacidad. Para presentar una queja sobre discriminacion, escriba a USDA, Director, Office of Adjudication, 1400 Independence Avenue, SW, Washington, D.C. 20250-9410 o llame gratis al (866) 632-9992 (voz). Personas con discapacidad auditiva o delhabla pueden contractar con USDA por medio del Servicio Federal de Relevo (Federal Relay Service) al (800) 845-6136 (espanol) o (800) 877-8339 (ingles).” USDA es un proveedor y empleador que ofrece oportunidad igual para todos.

6. GEORGIA WIC The Georgia WIC Program is still the fifth largest program in the country. Only California, New York, Texas and Florida have larger caseloads. According to GWIS Net closeout for the month of March, 2012, The program served 302,348 participants. The breakdown of participation is as follows: African-American42.8% Caucasian29.4% Hispanic22.1% Asian3.1% Multi-Racial 2.0% Native American.7%

7. AUTHORITY WIC applicants and participants are protected from discrimination on the grounds of race, color, national origin, sex, age and disability Legislative WIC and FMNP: Section 17 of the Child Nutrition Act of 1966, as amended Regulatory (a) WIC: 7 CFR Part 246 (b) FMNP: 7 CFR Part 248

8. CIVIL RIGHTS LAWS Title VI of the Civil Rights Act of 1964 42 U.S.C. § 2000d to 2000d-6 The laws in this act are the primary laws that guide civil rights in the WIC program. This act prohibits discrimination based on race, color, and national origin in programs and activities receiving federal financial assistance

9. CIVIL RIGHTS LAW Americans with Disabilities Act (28 CFR Part 35, Title II, Subtitle A) Prohibits discrimination on the basis of disability in all services, programs and activities provided by State and local governments Section 504 of the Rehabilitation Act of 1973 Prohibits discrimination based on disability

10. CIVIL RIGHTS LAW Title IX of the Education Amendment of 1972 (20 U.S.C. § 1681 et. seq.) Prohibits discrimination based on sex under any education program or activity receiving federal financial assistance; and USDA implementing Regulation 7 CFR Part 15 a

11. CIVIL RIGHTS LAW Age Discrimination Act of 1975 (45 CFR Part 91) Prohibits discrimination based on age in programs or activities receiving federal financial assistance

12. CIVIL RIGHTS PROTECTION Everyone has the right to apply for WIC services even though everyone may not be eligible to receive services Georgia WIC Program prohibits discrimination based on race, color, national origin sex, age or disability

13. WHAT IS DISCRIMINATION Discrimination is the unfair or differential treatment, unfair denial or delay in the receipt of services based on the individual’s race, color, national origin, sex, age or disability

14. EXAMPLES OF DISCRIMINATION Denial of access to program Harassment when receiving services Rude treatment by staff Denial of services based on disability Delay or denial of services due to communication need or language barrier Retaliation due to filing complaints

15. NINE AREAS OF CIVIL RIGHTS Collection and use of data Effective public notification systems Complaint procedures Compliance reviews Resolution of noncompliance Requirements for reasonable accommodation of persons with disabilities Requirements for language assistance Conflict resolution Customer service

16. COLLECTION & USE OF DATA Georgia WIC Program is required to collect data on each person who applies for services and receives benefits Data collection allows management to analyze and determine where disparities and under representation may exist

17. COLLECTION & USE OF DATA Collecting ethnic and racial information is not an invasion of privacy Request that the applicant make a self-declaration. The interviewer should make it clear to the applicant that the information is for statistical purposes only. If the client refuses to answer, staff will make a decision Accept race information provided by the applicant without dispute

18. COLLECTION & USE OF DATA Collecting and reporting ethnic and racial participation data are requirements of Title VI of the Civil Rights Act of 1964 Staff must ask: Are you of Hispanic or Latino heritage or descent? What is your race?

19. COLLECTION & USE OF DATA The two data elements to be collected are ethnicity and race. ETHNICITY 1.Hispanic or Latino 2.Not Hispanic or Latino RACE 1.White 2.Black or African-American 3.Asian 4.American Indian or Alaskan Native 5.Native Hawaiian/Other Pacific Islander

20. NOTIFICATION REQUIREMENTS Georgia WIC Program is required to notify the general public about WIC services. This includes not only participants but applicants and potentially eligible persons The non-discrimination statement must be displayed on all information materials informing the public about the Georgia WIC Program

21. NOTIFICATION REQUIREMENTS Program Availability: Purpose of program, rights and responsibilities and the steps necessary for participation Complaint Information: Right to file a complaint, process to file complaint procedures Non-discrimination: Policy of non-discrimination on the basis of race, color, national origin, sex, age or disability

22. COMPLAINT PROCEDURES To show participants we value and respect them, the participant must be informed of: The right to file a complaint Procedures to file a complaint Complaint process

23. COMPLAINT PROCEDURES

26. Name, address and telephone number or other means of contacting the complainant The specific location and name of the state agency, local agency or other sub-receipient delivering the service or benefit The nature of the incident or action that led the complainant to feel discrimination was a factor The basis on which the complainant believes discrimination exists. The basis for non-discrimination are race, color, national origin, sex, age or disability The names, telephone numbers, titles and business or personal addresses of persons who may have knowledge of the alleged discriminatory action The date(s) during which the alleged discriminatory actions occurred or, if continuing, the duration of such actions

27. COMPLAINT PROCEDURES

28. There are two categories of complaints: State and Federal. Complaints handled at the State level usually come to the State Office from participants calling the toll-free number or calling the clinic and asking for the number to the State Office. These complaints are documented and returned to the district for resolution. The turn around time is twenty-four hours. These complaints are not Civil Rights complaints

29. COMPLAINT PROCEDURES Complaints handled at the State level must be filed within six (6) months of the alleged action. Procedures are followed to bring closure to the complaint. This includes contacting the participant, a review of similar files, additional training and/or possibly a site visit. If noncompliance is determined, steps will be taken immediately to obtain compliance.

30. COMPLAINT PROCEDURES Whenever a Civil Rights complaint is received at the clinic or local agency level, this must be immediately forwarded to the Georgia WIC Program, Policy Unit. The State Agency has twenty-four hours before submitting the complaint to USDA.

31. COMPLIANCE REVIEWS The Management Evaluation (ME) conducted by Food and Nutrition Services (FNS) on the practices and procedures of Georgia WIC Program is a example of a routine compliance review Monitoring reviews conducted by the Georgia WIC Program is an example of routine compliance reviews for districts

32. NONCOMPLIANCE A factual finding based on analysis that any civil rights requirement as provided by law/regulations, policy, instruction or guidelines is not being adhered to by a state or local agency Civil Rights noncompliance can be determined as a result of a management evaluation, compliance review, special review or investigation

33. ACCOMODATIONS FOR DISABLED PERSONS Disabled persons share the same access to services as anyone; however, we must make accommodations to ensure access is granted WIC employees cannot refuse to sign-in or refuse to certify a person based on their disability

34. LANGUAGE ASSISTANCE Local agencies will provide language assistance to those participants having limited proficiency in English. Local agencies will provide assistance to participants who are sensory impaired (deaf, blind) Each local agency should have resources available for those individuals who do not speak English Each local agency should have resources available for the sensory impaired

35. CONFLICT RESOLUTION Providing the best customer service will not always eliminate conflict Knowing effective conflict resolution techniques will reduce or prevent a complaint from escalating into a civil rights issue

36. CONFLICT RESOLUTION Five (5) ways to resolve conflict: De-escalate Validate Navigate Educate Accommodate (within guidelines)

37. CONFLICT RESOLUTION De-Escalate-Reduce the Tension Allow the participant to vent their concerns Listen attentively Speak softly and slowly Watch your body language Validate-Value what s/he has to say Affirm to feelings of others Acknowledge the other person’s position Use “I” phrases: “I can understand why you feel that way”.

38. CONFLICT RESOLUTION Navigate - Determine the root of the disagreement What is the real issue? What do we need to accomplish? Who’s responsible for what? What needs to change? Educate - Teach the participant more about the program Give insights into policies Explain and clarify details Provide info about regulations

39. CONFLICT RESOLUTION Accommodate-Try to be adaptive and obliging Empower yourself with information to know what can be done to remedy problems within program guidelines Apologize and let the participant know that they are important Ask for ideas or suggestions If all else fails, contact a supervisor

40. BREAK TIME

41. CUSTOMER SERVICE

42. “In business you get what you want by giving other people what they want.” Alice Mac Dougall

43. CUSTOMER SERVICE What are the keys to Customer Service?

44. CUSTOMER SERVICE The keys to customer service are as follows: Good office etiquette Responsible communications Professionalism Proper telephone etiquette

45. CUSTOMER SERVICE The key to customer service is for all employees to be responsible for creating and maintaining a friendly, informative and supportive environment for their customers.

46. CUSTOMER SERVICE The first key to customer service is good office etiquette

47. CUSTOMER SERVICE Good office etiquette demands that we are: POLITE & RESPECTFUL

48. CUSTOMER SERVICE Greet each customer when they enter your area for services Never allow a participant to feel ignored

49. CUSTOMER SERVICE Customers should never feel intimidated and should always be treated with dignity and respect

50. CUSTOMER SERVICE Always answer questions in a professional and courteous manner remembering: No question is ever a stupid question and all participant questions and concerns are important to them

51. CUSTOMER SERVICE Impatience and anger with participants is unacceptable behavior.

52. CUSTOMER SERVICE Good office etiquette is just as important with participants as it is with colleagues

53. CUSTOMER SERVICE The relationship between the staff in an office and within the organization should always be: Mutual respect Concern for each other

54. Proper office etiquette calls for you to be: Professional Calm Patient

55. CUSTOMER SERVICE Treat customers like you want to be treated even in the most stressful situations

56. CUSTOMER SERVICE The second key to good customer service is responsible communication.

57. CUSTOMER SERVICE Effective communication is the responsibility of all employees. Each person is responsible for : Communicating clearly Listening effectively and actively

58. CUSTOMER SERVICE Responsible communication means being sure the information shared is understood in the proper context.

59. CUSTOMER SERVICE Never say to a client: “I can’t help you” or “I don’t know”! Instead your response should be: “I am attempting to resolve your situation”.

60. CUSTOMER SERVICE Good customer service requires finding the proper resource person to assist the customer if you are unable to provide all the requested information.

61. CUSTOMER SERVICE The third key to good customer service is professionalism

62. CUSTOMER SERVICE Key traits of professional behavior are: -Positive patience -Positive attitude and manner

63. CUSTOMER SERVICE Professional behavior obligates employees to be: Prepared Skilled Knowledgeable

64. CUSTOMER SERVICE Essential elements to professionalism: Regular attendance Being on time Dressing professionally Not watching the clock

65. CUSTOMER SERVICE Employees who communicate professionalism are: Attentive listeners Quick and energetic Enthusiastic in responding to requests

66. CUSTOMER SERVICE The fourth key to good customer service is proper telephone etiquette

67. CUSTOMER SERVICE Telephone calls should be answered within three (3) rings.

68. CUSTOMER SERVICE A smile on your face before answering the phone will be reflected in your voice received on the other end of the phone.

69. CUSTOMER SERVICE Employees should always: Identify their department Provide the caller with their name

70. CUSTOMER SERVICE If you must locate some information to assist the caller: Always put the caller on hold

71. CUSTOMER SERVICE When you take a message, be sure to obtain accurate and complete information. Take it down, then repeat it back to the caller

72. CUSTOMER SERVICE At the very minimum, the following should be obtained: Name of caller Date and time of the call Caller’s phone number Brief explanation of reason for the call Your name

73. CUSTOMER SERVICE If you are screening calls for a person or department, do so diplomatically An example of diplomacy would be to say a person is “out of the office” rather than to say s/he is “at lunch”.

74. CUSTOMER SERVICE If a caller must be transferred: Advise the caller that you are transferring them Provide them, in case they are disconnected, with the name, department and telephone number that can assist them

75. CUSTOMER SERVICE If possible, when transferring: Stay on the line Identify the caller to the next individual Explain what actions/comments you have already taken/made

76. CUSTOMER SERVICE Good customer service representatives remember that even as difficult as a day may have been, quality customer service must be provided at all times to all those whom we serve.

77. PREVENTING CIVIL RIGHTS VIOLATIONS Provide good customer service to every customer/participant Ask questions and check for misunderstanding to prevent miscommunication Let participants know what to bring to the appointment Help participants and applicants learn about WIC Inform participants and applicants of expected waiting and appointment times Follow certification and meet processing standards Collect race and ethnicity information only when the participant is present Make sure WIC participants transferring from other locations are given Georgia WIC vouchers

78. CULTURAL DIVERSITY DEFINITION OF CULTURAL DIVERSITY: Cultural diversity is when differences in race, ethnicity, language, nationality, religion, and sexual orientation are represented within a community or workplace.

79. CULTURAL DIVERSITY Types of Diversity: Gender Part-time/full-time Age Marital status Race Political affiliation Ethnicity Retired employees Religion Language/accent Disability Height/weight Sexual orientation Education Job title Job function Job skills Union/non-union

80. CULTURAL DIVERSITY It’s quite apparent that we live in a multi-cultural society. As the late Rodney King said: …Can we all get along?

81. CULTURAL DIVERSITY It is the intent of this training to educate you on some of the cultural differences and make you more aware and sensitive. Some cultural differences are as follows: PHYSICAL DISTANCE People from the Middle East and South America stand very close while conversing. People from the Europe stand like a little more distance. African Americans prefer more space when talking.

82. CULTURAL DIVERSITY HANDSHAKES In the United States, a firm, short handshake indicates self- confidence and (heterosexual) masculinity. A limp handshake by a man can be interpreted (usually wrongly) as a sign of homosexuality or wimpiness. However, in Africa, a limp handshake is the correct way to do it. Furthermore, it is common in Africa for the handshake to last several minutes, while in the U.S. a handshake that is even few seconds too long is interpreted as familiarity, warmth and possibly sexual attraction. For example, in parts of Northern Europe a quick firm “one- pump” handshake is the norm. In parts of Southern Europe, Central and South America, a handshake is longer and warmer – meaning the left hand usually touches the clasped hands, the elbow, or even the lapel of the shakee.

83. CULTURAL DIVERSITY Beware that in Turkey, a firm handshake is considered rude and aggressive. Men in Islamic countries never shake the hands of women outside the family. In the African American community, the “jiveshake” or variations of the “jiveshake” are common. If you're a woman shaking hands with another woman: Sometimes women choose not to shake hands at all. However, if one offers her hand, it's impolite to refuse to handshake. A firm handshake that won't cause physical pain is usually appropriate.

84. CULTURAL DIVERSITY SOURCES Source: Difference in Culture www.analytictech.com Source: www.dcarillo.com/articles/handshakeswww.dcarillo.com/articles/handshakes Source: Shaking Hands Around The World www.wisc-online.com

85. CULTURAL DIVERSITY FOOD PREFERENCES This is a very delicate area. In the United States, it is common for the citizens to eat all kinds of food. However, this presentation only identifies preferences. All cultures have preferred foods, which constitute a subset of actual or possible food sources. Subcultures can have preferred foods as well. Food preferences can change through borrowing, diffusion and migration. Pigs not eaten by Muslims, Jews, Ethiopian Orthodox Christians. Pigs are the preferred food in Scandinavia, China and the Pacific Islands. Cows are not eaten by Hindus.

86. CULTURAL DIVERSITY Other factors that influence food preferences are taste preferences, environmental cues (label information), social influences, gender differences, age differences and socio- economic status

87. CULTURAL DIVERSITY Some preferences among different ethnic groups (generalizations): Caucasian prefer a variety of foods Asian Indians prefer low fat, high fiber foods Hispanic prefer food rich in complex carbohydrates provided mainly by corn, beans and tortillas African American prefer “soul food”: green leafy vegetables, starchy vegetables, breaded and fried meat Source: www.clas.ufl.edu/users/bkimura/foodwww.clas.ufl.edu/users/bkimura/food Source: Amber Waves www.ers.usda.gov/amberwww.ers.usda.gov/amber waves

88. CULTURAL DIVERSITY There are many cultural differences in this country. We can go on and on and on about them. Not only differences between ethnic and religious groups, what are differences between regions of the country and the differences in the states? What about the differences between rural, suburban and urban?

89. QUESTIONS

90. THANK YOU