1. 2018 Sensitivity and Awareness Training

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

3. 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

4. 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?????

5. Scenarios
Incident examples
How was it handled
What was outcome

6. 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

7. 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

8. Questions???????
Comments! 