2018 Sensitivity and Awareness Training

Why do we need this training What are some of the taboo subjects Scenarios Preventative Measures What to Do if Incident Occurs Questions/Comments

Reason for Training Incidents have occurred at Tax Sites Perspectives are changing in the world Heightened sensitivity to comments, actions,, expressions Need to be prepared and aware BEFORE something happens Greeters are there to assist the clients, Local Coordinator and Tax Counselors - All are our customers

What are taboo subjects/actions Religion, politics, ethnicity, marital status, age Do not react to comments made when you have an opposing view Do not touch a client (you may shake hands with introduction) Others?????

Scenarios Incident examples How was it handled What was outcome

Preventative Measures LC walks around the site LC needs to be aware of personalities of volunteers If difficult client, assign to ”mild-mannered” preparer If LC notices/overhears a sensitive situation, LC can walk over and diffuse with ”Hi, how are you doing today” to the client or ask to speak with the preparer for a moment

What to do if incident occurs Talk with those involved or witnesses to incident Ask those involved to Write a Statement and give/send to LC LC must contact the DC as soon as possible. DC will then notify the State Coordinator that an incident occurred DC will write up an Incident Report and submit it to the State Coordinator

Questions??????? Comments! 