Food Assistance Outreach Civil Rights

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

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

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

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

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

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) 877-8339. 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: http://www.ascr.usda.gov/complaint_filing_cust.html, 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) 632-9992. 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. 20250-9410; (2) fax: (202) 690-7442; or (3) email: program.intake@usda.gov. This institution is an equal opportunity provider.

“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.

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

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.

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

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

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

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

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

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

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

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.

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.

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. .

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

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.

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.

Civil Rights If you receive a civil rights complaint, notify Cindy O’Brien at DHS immediately by both phone and email. 515-281-5410 cobrien@dhs.state.ia.us

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.

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

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.

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.

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.

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.

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

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

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!

Civil Rights Thank you! If you have any questions concerning civil rights, please contact Cindy O’Brien, Iowa Dept. of Human Services. cobrien@dhs.state.ia.us 515-281-5410