DEED WorkForce Center Reception and Resource Area Certification Program Module 2 Unit 1b: WorkForce Center System II Learning Objectives II.

Slides:

Advertisements

Similar presentations

Harassment, Intimidation & Bullying Investigations Guidance FAQs Learning and Teaching Support The School Safety Center

Advertisements

SESSION 9 TITLE 5 - COMPLAINTS RP.

STANDARD-3.2 & 3.3 Customer Service. Satisfied –vs- Dissatisfied Customer.

Sexual Harassment Seminar Mechanisms in Lingnan University to deal with sexual harassment Presented by Li Kam-kee, Director of Administration.

DEED WorkForce Center Reception and Resource Area Certification Program (RRACP) Module 2 Unit 1a: WorkForce Center System I Learning Objective 1.

ODJFS - BCR July 2008 WIA Complaint Procedures Review of the WIA Complaint Procedures Manual.

SITUATION RESPONSE FLOW CHART SUPERVISORS’S ACTIONS SITUATION OCCURS Direct observation, complainant reports, third party reports Document initial knowledge.

CIVIL RIGHTS. What do you need to know about Civil Rights? Understand the purpose of protecting civil rights and recognize a civil rights complaint. Know.

Conducted by the U.S. DEPARTMENT OF LABOR, Office of the Assistant Secretary for Administration and Management, CIVIL RIGHS CENTER Handling Discrimination.

PUBLIC NOTIFICATION REQUIREMENTS NONDISCRIMINATION POLICY LEP Civil rights.

Civil Rights Training School Nutrition Programs. What are Civil Rights? Civil Rights refer to the: rights of “personal liberty” guaranteed by the 13 th.

CACFP Civil Rights Requirements

Civil Rights Training The North Carolina Department of Agriculture and

Civil Rights and Community Outreach Virginia Department of Health Special Nutrition Programs 2014.

Core Monitoring Guide 2005 National Equal Opportunity Training Conference.

WIA Section 188 Disability Checklist Training Element 2: Notice and Communication.

in the Child Care Food Program (CCFP)

Civil Rights Training. Why? Civil Rights Regulations are intended to assure that benefits of Child Nutrition Programs are made available to all eligible.

DEED WorkForce Center RRA Certification Program Module 1 Unit 1: Train-the-trainer I “Improving lives, building communities” Picture of topic.

DEED WorkForce Center Reception and Resource Area Certification Program Module 2 Unit 1b: WorkForce Center System II Learning Objectives III.

Your Rights and Responsibilities In the Child Nutrition Programs

ADA Sec. 504 of the Rehab. Act Sec. 188 of WIA And The New Equal Opportunity Officer DEPARTMENT OF LABOR AND INDUSTRY OFFICE OF EQUAL OPPORTUNITY Autro.

Unit 054-Duty of Care. Definition of Duty of Care  What does Duty of Care mean to you? * discuss in groups and come up with a definition (1.1)  Definition.

Customer Service Charter Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate.

Customer Support Customer support is a series of actions that help customers successfully access the WFC System services.

Civil Rights Your Rights and Responsibilities In the School Nutrition Programs.

Civil Rights Compliance and Enforcement For Nutrition Programs and Activities FNS Instruction NC Department of Public Instruction.

Civil Rights Training Michigan Department of Education National School Lunch Program 2010.

Civil Rights Training Akron-Canton Regional Foodbank.

DEED WorkForce Center Reception and Resource Area Certification Program (RRACP) Module 2 Unit 1a: WorkForce Center System I Learning Objective 3.

Your Rights & Responsibilities in the Child Nutrition Programs 1.

USDA Civil Rights and Child Nutrition Programs. Child Nutrition Program Civil Rights Understanding Civil Rights And Civil Rights Training In 10 Easy Steps!

Dr. John D. Barge, State School Superintendent “Making Education Work for All Georgians” USDA Civil Rights and School Nutrition Programs.

Civil Rights Compliance and Enforcement School Food Service Staff Developed by MS Department of Education Office of Child Nutrition.

What You Need to Know About Workplace. The Kyrene School District has a no-tolerance policy for any form of discrimination, harassment or other offensive.

DEED WorkForce Center Reception and Resource Area Certification Program Unemployment Insurance Training Assessing and Referring UI Customers Segment 3.

DEED WorkForce Center Reception and Resource Area Certification Program Module 2 Unit 1b: WorkForce Center System II Learning Objectives I.

EEO Best Practices: Addressing and Preventing Discrimination February 12, 2013 MHRMA.

Methods of Administration MOA Element 1 Designation of State and Sub-State Level Equal Opportunity (EO) Officer.

Company LOGO UNIFIED WORKFORCE INVESTMENT SYSTEM COMPLAINT PROCESS.

Monitoring for Equal Opportunity and Compliance Evelyn Rodriguez EO Officer, Washington State Employment Security Valerie E. Kitchings EO Officer, District.

ODJFS - BCR July 2008 FNS Instruction Civil Rights Training for Food Stamp Programs and Activities.

CIVIL RIGHTS FOR SCHOOL NUTRITION PROGRAMS Presented to School Nutrition Managers and Employees North Carolina Department of Public Instruction Safe and.

Complaints Resolution Framework March What is a Complaints Resolution Framework? The International Standard on complaint handling ISO 1002 directs.

Making Regulatory Processes More Accessible and Transparent.

Utah State University Extension Civil Rights Compliance Self-Assessment Tool Dr Dallas L. Holmes Institutional Research 2005 National Diversity Conference.

Civil Rights Your Rights and Responsibilities In the School Nutrition Programs.

Civil Rights Overview for Conservation Districts.

FNS INSTRUCTION Civil Rights Compliance and Enforcement-

1 Privacy Plan of Action © HIPAA Pros 2002 All rights reserved.

TAX-AIDE POLICY/LOCATION OF DETAILED INSTRUCTIONS ● Policy that Tax-Aide has obligation to respond to taxpayers regarding returns prepared at our sites.

ADA Sec. 504 of the Rehab. Act Sec. 188 of WIA And The Equal Opportunity Officer DEPARTMENT OF LABOR AND INDUSTRY OFFICE OF EQUAL OPPORTUNITY Autro Heath,

Civil Rights Compliance and Enforcement Presented By: Alvin Edney Cedra Smith.

UCC Manual Overview Managing Complainant Conduct Joyce DeMoss|

Civil Rights in the Child Care Food Program (CCFP) Updated

Civil Rights Training Updated March Why? Civil Rights Regulations are intended to assure that benefits of Child Nutrition Programs are made available.

CIVIL RIGHTS School Nutrition Programs. WHAT ARE CIVIL RIGHTS? Civil Rights prohibits discrimination that is based on: -race -color -national origin -age.

MODULE 3 Policies, Procedures & Supervisor Responsibilities.

Civil Rights Training The North Carolina Department of Agriculture and Consumer Services Food Distribution Division March 2011.

Limited English Proficiency. Important Terms Language Access: Refers to the rights of Limited English Proficient (LEP) individuals to receive meaningful.

Advocacy Policy Walsingham Support believes that the people we support should be able to express their views as clearly and honestly as they wish to. Some.

Civil Rights Training for Food Distribution Programs

DISCRIMINATION & Harassment

SCSEP Grievance Policies & Procedures

CIVIL RIGHT TRAINING PRESENTATION HANDOUT

Civil Rights Training for Food Distribution Programs

Unit 4 – Task 2 For this task, you are required to produce a Customer Service Training Guide to be given to all staff working for the “cruise Line”

School Nutrition Programs

The Equity Office April Castañeda

in the Child Care Food Program (CCFP)

Presentation transcript:

DEED WorkForce Center Reception and Resource Area Certification Program Module 2 Unit 1b: WorkForce Center System II Learning Objectives II

Learning Objective 2 Complaint Process Role of staff Complaints: types and filing Unresolved complaints

ROLE OF STAFF

Role of WFC Staff Provide notification of customer rights by displaying required posters. Do not get involved with the details of the complaint. Customers should be concerned with all the processes of the WFCs and made to re-explain the complaint. Listen and respond appropriately. Customers may want to just vent. Encourage resolution at lowest level, then contact designed complaint officer, if necessary. Diffusing the situation may be all that is needed.

COMPLAINTS: TYPES AND FILING

Types of WIA Complaints There are two types: Program  An issue Discrimination  An issue and a prohibited basis or factor

Filing a WIA Compliant Who should the customer be referred to?  Manager or designated complaint person Numerous processes under the WFC programs.  Contact the contact name listed under the WFC program Remember: customer should not have to explain complaint numerous times.

UNRESOLVED COMPLAINTS

Unresolved Complaints On site Manager or designate complaint person helps customer navigate the process For complaints of discrimination: there is a policy and procedure WIA Title 1-B and Related Activities Manual WIA Policies Customer Rights and Complaints Web page: ces/Workforce_Investment_Act/WIA_Policies/Customer_ Rights_Complaints.aspx ces/Workforce_Investment_Act/WIA_Policies/Customer_ Rights_Complaints.aspx

Discussion Point 1.If a customer complained to you about how he should receive more time on the computer than the allotted time, how would you handle that interaction?

Complaint Process KEY POINTS 1. Staff are responsible for providing notification of customers’ rights. 2. Staff should not get involved with the details of the complaints. 3. There are two types of complaints: program and discrimination. 4. If customer wants to file a complaint, direct him or her to the designated compliant person at your site.

This completes Learning Objective 2 of Module 2, Unit 1b. Learning Objective 1: Equal Opportunity Learning Objective 2: Complaint Process Leaning Objective 3: Data Privacy Awareness