1. Food Assistance Outreach
Civil Rights

2. GOALS OF CIVIL RIGHTS Equal treatment for all applicants/ participants
Knowledge of rights and responsibilities
Remove barriers to program access
Dignity and respect for all

3. CIVIL RIGHTS REQUIRED TRAINING TOPICS
Collection and use of data
Effective public notification systems
Complaint procedures
Compliance review techniques
Resolution of noncompliance
Reasonable accommodation of people with disabilities
Language assistance
Conflict resolution and
Customer service

4. TRAINING Local agencies are responsible for annual training
First line workers (including volunteers) and all levels staff must receive required training
You are required to document your training efforts
Use the DHS provided document

5. PUBLIC NOTIFICATION
Inform applicants and potentially eligible persons of:
Program availability
Program rights and responsibilities
Nondiscrimination policy
Procedure for filing a complaint

6. Civil Rights Age Sex Race Color Disability Religious creed
Agencies administering services through DHS cannot
discriminate against any applicant/participant in any
aspect of program administration for reasons of:
Age
Sex
Race
Color
Disability
Religious creed
National origin or
Political beliefs

7. Civil Rights The USDA nondiscrimination statement must be
included on all materials promoting Food Assistance Programs.
In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, sex, religious creed, disability, age, political beliefs, or reprisal or retaliation for prior civil rights activity in any program or activity conducted or funded by USDA.
Persons with disabilities who require alternative means of communication for program information (e.g. Braille, large print, audiotape, American Sign Language, etc.), should contact the Agency (State or local) where they applied for benefits. Individuals who are deaf, hard of hearing or have speech disabilities may contact USDA through the Federal Relay Service at (800) Additionally, program information may be made available in languages other than English.
To file a program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, (AD-3027) found online at: and at any USDA office, or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) Submit your completed form or letter to USDA by:
(1)        mail: U.S. Department of Agriculture
Office of the Assistant Secretary for Civil Rights
1400 Independence Avenue, SW
Washington, D.C ;
(2) fax: (202) ; or
(3)
This institution is an equal opportunity provider.

8. “This institution is an equal opportunity provider”.
Civil Rights
Nondiscrimination statement must be included on all material and sources used to inform the public about Food Assistance Programs:
Websites must include either the full statement or a link to it on the home page of program information
If material is too small for full statement, it must include the following statement :
“This institution is an equal opportunity provider”.
Effort must be made to use the full statement whenever possible.
Use of the small statement only allowable if by including the full statement, pertinent program information would be removed.

9. Civil Rights
The “And Justice for All” poster must be prominently displayed at outreach locations.

10. Civil Rights
“Single-language minority” refers to households that speak the same non English language and do not contain adults fluent in English as a second language.

11. Limited English Proficiency
Civil Rights
Limited English Proficiency
Agency must take reasonable steps to assure meaningful access to services

12. Civil Rights Interpretation Services:
Each provider must provide access to interpretation services when bilingual staff are not available.
Children may never be used as interpreters.
Interpretation services are offered through CTS Language Link to assist DHS customers and staff

13. Civil Rights
Obtain racial/ethnic information during the application process.
The two ethnicity categories are:
Hispanic or Latino
Not Hispanic or Latino

14. The race categories are:
Civil Rights
The race categories are:
White
Black or African-American
Asian
American Indian or Alaskan Native
Native Hawaiian or other Pacific Islander

15. Civil Rights Advise applicants/participants that:
The information is voluntary
Will not affect eligibility

16. Civil Rights
The reason for the information is to ensure that program benefits are distributed without regard to race, color or national origin.

17. Civil Rights When the household chooses not to
provide the information, record race and ethnicity data based on observation and your best judgment.

18. The Customer and Customer Service
The term customer is described as anyone you work with.
Anyone you work with outside your immediate organization or team is your external customer.
Persons within your organization are internal customers.

19. SERVICE EXCELLENCE How you can make a difference!
Treat all people with dignity and respect
Answer questions in a voice that is non-threatening
Clearly tell everyone the rules and rights and responsibilities
Find and use tools and techniques to improve customer service.
Recognize when stress creates a problem in giving service excellence.

20. Making a Difference!
Recognize and appreciate the fact customers have many different needs and few places to get assistance from.
Notice when a person feels they have been treated in a rude manner.
Develop good listening skills.
Learn to deal with dissatisfied customers.
Improve customer satisfaction. .

21. CONFLICT RESOLUTION Remain calm Explain the situation
Get help, especially if threats or if violence is possible

22. Dealing with the Angry Customer
What is the problem? Using information given you – determine what is wrong.
Determine a solution. Know your organizations policy on handing situations and information needed to offer a solution.
Gain approval from the customer. Check with the customer for their approval on a solution.
Make an agreement. You and the customer should determine what is to be done, when it is to be done, and by whom and alternatives if needed.
Follow up. Personally make sure that the customer has been satisfied; and provide feedback.

23. Civil Rights
Federal regulations require a formal procedure for participants, potential participants, or concerned persons who have or have had problems resolving their concerns in dealing with the agency and choose to file a written complaint.

24. Civil Rights
If you receive a civil rights complaint, notify Cindy O’Brien at DHS immediately by both phone and

25. Civil Rights
Clients can also ask that FNS handle a complaint, unless the complainant wishes a hearing. Persons or agencies wishing to file a complaint or wanting program information from FNS may contact the FNS Regional Office.

26. Civil Rights The address is: Mountain Plains Regional Office; US
Department of Agriculture; Food and
Nutrition Service; 1244 Speer Boulevard,
Suite 903; Denver, Colorado 80204

27. Civil Rights Make every effort to have the
complainant provide all of the following
information, to assist with investigations:
Name, address, and telephone number or other means of contacting the person alleging discrimination.

28. Civil Rights
The location and name of the organization or office that is accused of discriminatory practices.
The nature of the incident or action or the aspect of program administration that led the person to allege discrimination.

29. Civil Rights
The reason for the alleged discrimination (age, race, color, sex, handicap, religious belief, national origin or political belief).
The names and titles (if appropriate), and addresses of persons who may have knowledge of the alleged discriminatory act.

30. Civil Rights Dates on which alleged discriminatory actions occurred.
A complaint must be filed no later than 180
days from the date of the alleged
discrimination. However, the time for filing
may be extended by the Secretary of
Agriculture.

31. Civil Rights
Complaints processed at the state level are reported to FNS. The report contains:
As much information as is available to the state agency
The findings of the investigation
If appropriate, the corrective action planned or taken

32. COMPLIANCE REVIEWS Pre-award, post-award, and special
Check for non-discrimination and ensure civil rights requirements are being followed

33. RESOLUTION OF NONCOMPLIANCE
CORRECTIVE ACTIONS:
Stop inappropriate actions
Start appropriate procedures
FAILURE OR REFUSAL TO PUT CORRECTIVE ACTIONS IN PLACE CAN RESULT IN LOSS OF FEDERAL ASSISTANCE!

34. Civil Rights Thank you! If you have any questions concerning civil
rights, please contact Cindy O’Brien, Iowa Dept. of Human Services.