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Presented By: Last Updated in 01/2014.  Equal, fair, and respectful treatment of all clients and beneficiaries  Elimination of illegal barriers preventing.

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Presentation on theme: "Presented By: Last Updated in 01/2014.  Equal, fair, and respectful treatment of all clients and beneficiaries  Elimination of illegal barriers preventing."— Presentation transcript:

1 Presented By: Last Updated in 01/2014

2  Equal, fair, and respectful treatment of all clients and beneficiaries  Elimination of illegal barriers preventing or deterring people from receiving benefits  Knowledge of rights and responsibilities of agency staff and volunteers  Dignity and respect for all.

3  “The nonpolitical rights of a citizen; the rights of personal liberty guaranteed to U.S. citizens by the 13 th and 14 th Amendments to the U.S. Constitution and by acts of Congress.”

4  The act of distinguishing one person or group of person from other, either intentionally, by neglect, or by the effect of actions or lack of actions based on their protected classes.

5  Disparate Treatment – Someone is treated differently because of appearance or age and is intentionally committed (i.e. if you are mean towards elderly clients)  Disparate Impact – Discrimination based on an action or rule, effecting a protected class (i.e. making the elderly use a different door than other clients)  Reprisal/Retaliation – Negative treatment due to prior civil rights activity by an individual or her/her family or friends.

6  Any person or group of people who have characteristics for which discrimination is prohibited based on a law, regulation, or executive order.  Protected classes in Emergency Food Assistance are:  Race and Color  National Origin  Age  Sex  Disability

7  Federal financial assistance is anything of value received from the Federal government such as:  Cash grants and/or loans  Training  Property donations  Permission to use Federal property  USDA food and commodities, or  Similar items and services

8  Title VI – Civil Rights Act of 1964  The Age Discrimination Act of 1975  Title IX of the Education Amendments of 1972  Section 504 of the Rehabilitation Act of 1973  Title II and Title III of the Americans with Disabilities Act of 1990  USDA Regulation 7 CFR Part 16, Equal Opportunity for Religious Organizations  FNS Instruction 113-1:

9  Local agencies are responsible for civil rights training annually.  Front line employees and volunteers should receive training.  Local agencies are required to document their training efforts.

10  After reviewing training materials, staff and volunteers should:  Be able to identify a civil rights complaint, if received.  Know what to do if they receive a complaint.  Understand that it is the basic right of the individual to file a complaint.  Sign a document, saying they received training.  Know where the sign in sheet is kept.

11  Collection and use of date,  Effective public notification,  Complaint procedures,  Compliance review techniques,  Resolution of noncompliance,  Reasonable accommodation for people with disabilities,  Language assistance,  Conflict resolution, and  Customer service

12  Currently, clients self-declare the household’s information for TEFAP income eligibility  In general, any date collected about clients should be kept secure and confidential.  This data needs to be kept for a minimum of one year.  This data is used to determine the number of people being helped in your service area.

13  All TEFAP assistance programs must include a public notification system. The purpose of this system is to inform clients and potentially clients of:  Program availability  Program rights and responsibilities,  The policy of nondiscrimination, and  The procedure for filing a complaint.

14  How should your agency notify the public?  Display the “And Justice for all…” poster  Display agencies dates, times, and/or hours of operation prominently,  Market the agencies program through as many different means as possible (i.e. posting signs at local community center, grocery stores, informing community groups or advocacy groups),  Try to use other languages to reach people with limited English proficiency,  Convey the message of equal opportunity on program related materials

15  Full Statement:  “In accordance with the Federal law and U.S. Department of Agriculture 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 (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.”

16  Short Version:  “This institution is an equal opportunity provider.”  Include the non-discrimination statement on ALL material that mention USDA programs; including websites, photos, and other graphics that are used in publications.

17  Complaints can be based on:  Race,  Color,  Age,  Sex, or  Disability.  Complaints can be written or verbal.  Complaints can be made via phone, letter, email, or fax.  If receiving a verbal complaint, listen politely.

18  NEVER discourage groups or individuals from filing a complaint or from telling about a situation of potential discrimination.  Provide forms fro written complaints.  Take detailed note of complaints.  If the complaint is made via phone call or the person wishes not to put the complaint in writing, the staff/volunteer member of the agency will need to write up the details of the complaint to be submitted.

19  Information Needed:  Who is complaining (Name, Address, Telephone number, etc.)  Where the incident happened (What agency and what address)  What happened  Basis for the claim (Age, Race, Disability, etc.)  Name or Names of anyone who witnessed the incident (either saw or heard)  When the incident happened (Date and time)

20  Send the complaint letter to:  USDA Director, Office of Adjudication 1400 Independence Ave, SW Washington, D.C. 20250-9410  And the Iowa Food Distribution Program office:  Iowa Department of Human Services, Division of Financial, Health & Work Support Hoover State Office Building, 1305 E. Walnut Street, Des Moines, IA 50319-0114 Telephone (515) 281-5410 Fax: (515) 281-7791

21  The purpose is to determine if the applicant or recipient of Federal financial assistance is in compliance with civil rights requirements.  Conducted by State of Federal staff or both with the food bank.  Food banks conduct compliance reviews with agencies prior to membership, annually or as needed. This involved the following  The "And Justice for All…” poster is displayed, and that all civil rights requirements are being followed.

22  Local agencies should try to provide outreach materials to organization within it’s community to reach eligible populations.  Local agencies should conduct staff training about civil rights  Ensure staff and/or volunteers know how to handle civil rights compliants

23  Corrective Actions:  Cease inappropriate actions by following a Corrective Action Plan (CAP)  Institute appropriate procedures FAILURE/REFUSAL CAN RESULT IN LOSS OF FEDERAL ASSISTANCE FROM ALL FEDERAL SOURCES

24  Ensure people with disabilities can get into your agency from the parking lot, entrances, halls, elevators, rest rooms, as well as allowances for services animals.  Arrange ways for people to get services  Example: Using the street level floor of the agency building instead of making people use stairs to go to the basement.  Check the ADA guidelines for specifics:

25  Limited English Proficiency (LEP) means English is not a primary language for an individual or group and they have a limited ability to read, speak, write, or understand English.  All organizations receiving Federal Financial Assistance have a responsibility to rake reasonable steps to ensure a “meaningful” access to their programs and activities by persons with LEP.

26  How service is provided depends on:  Number and proportion of LEP persons served or encountered in eligible population  Frequency of LEP persons’ contact with program  Nature & importance of program, activity, or service  Resources available and costs  Potential Solutions:  Using technological advances,  Sharing of language assistance material and services among community organizations and/or recipients  Pooling resources among several agencies  Standardizing documents to reduce translation needs

27  Volunteers may be used, but make sure they understand interpreter ethics; especially the confidentiality of clients.  Children should not be used as interpreters See for more resources &

28  Have a written policy for dealing with unacceptable behavior and conflicts  Try to remain calm  Try to explain the situation  Get help in all situations, especially if threats or if violence is possible

29  How is your attitude?  Be patient; give the client an opportunity to explain.  Always clearly introduce yourself, especially on the telephone.  Be understanding.  Do not be judgmental.  Talk calmly and slowly.  Be sincere, especially if the real problem is not the fault of your agency and clearly not your fault.  It is ok to apologize to the customer for her or her inconvenience.

30  “Treat others the way they want to be treated (or at least be aware of what that is”  Recognize that participants have varied needs and (sometimes) few resources.  Learn to put yourself in their place when necessary.  Recognize when stress creates a problem in giving service excellence.  Answer questions in a voice that is non- threatening

31  Treat all people with dignity and respect  Avoid sarcasm  Smile when appropriate – make people feel welcome and valued.  Be empathetic; understand people may not know the rules or understand how programs work. They may feel uncomfortable coming to ask for help.  Don’t be afraid explain policy and let clients know the issues if the rules are violated  Don’t feel you need to have the last word.

32 In order to ensure there are interpreters available, a food pantry wants to mandate all Ukrainian speaking clients be served on the second Friday of each month. Is this allowable since the intent is to provide good service and not to discriminate?

33 Answer: This would not be allowable because it is a form of segregation based on national origin. The pantry needs to try to accommodate people whenever the need assistance. The pantry could advertise days on which it has interpreters on site, but people who speak a particular language cannot be required to come only on certain days.

34 As part of its meal service, a soup kitchen wants to require a prayer before the meal. Is this allowable, and are there any exceptions or special requirements?

35 Answer: A prayer may be said before a meal. Clients must know that: 1) Cooperation and/or participation in the activity is not a condition to receive TEFAP benefits. 2) People cannot be treated differently if they choose not to participate in the prayer.

36 Most of the people who work with a local TEFAP site are volunteers. Do they need to be trained, and if so, why do they need to know about compliance review techniques and data collection?

37 Answer: Any front line workers, including volunteers, need to be trained when they first come on the job, then annually. They may not need in-depth information on compliance review techniques and data collection, but they need to know that these are requirements.

38 Someone comes to the food pantry smelling of alcohol and speaks in a loud voice using language laced with profanities. You ask this person to leave the premises and the person accuse you of discrimination and threatens to complain. What should you do?

39 Answer: Ideally you would have a policy that outlines unacceptable behavior and penalties and you insure that it is enforced uniformly. You could give the person a copy of the policy and also provide the information on how to file a complaint.


41 We do require that everyone who receives our TEFAP Agency Civil Rights Training complete this acknowledgement form. I have received and understand all of the components of the TEFAP Agency Civil Rights Training and will carry out the tasks required of me to maintain compliance in serving all program participants. Name: __________________________________________________ Agency Name: __________________________________________ Date:__________ Signature: _______________________________ Please complete this form and return it to: Food Bank of Siouxland, Jake Wanderscheid 1313 11 th Street Sioux City Iowa 51102 Fax to: (712) 255-3116 Email:

42  ADA:  TEFAP information:  Complaint processing: tml#processing  Limited English Proficiency:  Civil Rights training:

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