CIVIL RIGHTS, CUSTOMER SERVICE
&
CULTURAL DIVERSITY
Presentation to:
District and State WIC Staff
Presented by:
Ricky T. Brown, MHA
Date:
July 30, 2012
Vision:
A Healthy and Safe Georgia
Mission:
The mission of the Georgia Department of Public Health is to
prevent disease, injury, and disability; promote health and well
being; and prepare for and respond to disasters.
http://at.pscdn.net/008/00205/ammsv32010/CivilRights08012012/i
ndex.htm
PURPOSE
The purpose of this workshop is three-fold:
•To meet the annual Federal requirements for Civil Rights training for
the state of Georgia (districts and contracted agencies).
•To improve customer service provided by WIC staff to over 300,000
participants in Georgia WIC Program.
•To enhance staff understanding regarding the cultures we serve.
NON-DISCRIMINATION STATEMENT
English
In accordance with Federal Law and Department of Agriculture (USDA)
policy, this institution is prohibited from discriminating on the basis of
race, color, national origin, sex, age or disability.
To file a complaint of discrimination, write USDA, Director, Office of
Adjudication, 1400 Independence Avenue, SW, Washington, D.C. 202509410 or call toll free (866) 632-9992 (Voice). Individuals who are hearing
impaired or have speech disabilities may contact USDA through the Federal
Relay Service at (800) 877-8339; or (800) 845-6136 (Spanish).
USDA is an equal opportunity provider and employer.
NON-DISCRIMINATION STATEMENT
Spanish
De acuerdo con la ley federal y las politicas del Departamento de Agricultura
de los EE.UU. (USDA, sigla en ingles), se le prohibe a esta institucion que
discrimine por razon de raza, color, orgien, sexo, edad, o discapacidad.
Para presentar una queja sobre discriminacion, escriba a USDA, Director,
Office of Adjudication, 1400 Independence Avenue, SW, Washington, D.C.
20250-9410 o llame gratis al (866) 632-9992 (voz). Personas con
discapacidad auditiva o delhabla pueden contractar con USDA por medio del
Servicio Federal de Relevo (Federal Relay Service) al (800) 845-6136
(espanol) o (800) 877-8339 (ingles).”
USDA es un proveedor y empleador que ofrece oportunidad igual para
todos.
GEORGIA WIC
The Georgia WIC Program is still the fifth largest program in the country.
Only California, New York, Texas and Florida have larger caseloads.
According to GWIS Net closeout for the month of March, 2012, The program
served 302,348 participants.
The breakdown of participation is as follows:
African-American
42.8%
Caucasian
29.4%
Hispanic
22.1%
Asian
3.1%
Multi-Racial
2.0%
Native American
.7%
AUTHORITY
WIC applicants and participants are protected from discrimination on the
grounds of race, color, national origin, sex, age and disability
Legislative
WIC and FMNP: Section 17 of the Child Nutrition Act of 1966, as
amended
Regulatory
(a) WIC: 7 CFR Part 246
(b) FMNP: 7 CFR Part 248
CIVIL RIGHTS LAWS
Title VI of the Civil Rights Act of 1964
42 U.S.C. § 2000d to 2000d-6
The laws in this act are the primary laws that guide civil rights in the WIC
program. This act prohibits discrimination based on race, color, and national
origin in programs and activities receiving federal financial assistance
CIVIL RIGHTS LAW
Americans with Disabilities Act
(28 CFR Part 35, Title II, Subtitle A)
Prohibits discrimination on the basis of disability in all services, programs and
activities provided by State and local governments
Section 504 of the Rehabilitation Act of 1973
Prohibits discrimination based on disability
CIVIL RIGHTS LAW
Title IX of the Education Amendment of 1972
(20 U.S.C. § 1681 et. seq.)
Prohibits discrimination based on sex under any education program or activity
receiving federal financial assistance; and USDA implementing Regulation 7 CFR
Part 15 a
CIVIL RIGHTS LAW
Age Discrimination Act of 1975
(45 CFR Part 91)
Prohibits discrimination based on age in programs or activities receiving federal
financial assistance
CIVIL RIGHTS PROTECTION
•Everyone has the right to apply for WIC services even though everyone may
not be eligible to receive services
•Georgia WIC Program prohibits discrimination based on race, color, national
origin sex, age or disability
WHAT IS DISCRIMINATION
Discrimination is the unfair or differential treatment, unfair denial or delay in the receipt
of services based on the individual’s race, color, national origin, sex, age or disability
EXAMPLES OF DISCRIMINATION
•Denial of access to program
•Harassment when receiving services
•Rude treatment by staff
•Denial of services based on disability
•Delay or denial of services due to communication need or language barrier
•Retaliation due to filing complaints
NINE AREAS OF CIVIL RIGHTS
•Collection and use of data
•Effective public notification systems
•Complaint procedures
•Compliance reviews
•Resolution of noncompliance
•Requirements for reasonable accommodation of persons with disabilities
•Requirements for language assistance
•Conflict resolution
•Customer service
COLLECTION & USE OF DATA
Georgia WIC Program is required to collect data on each person who applies
for services and receives benefits
Data collection allows management to analyze and determine where
disparities and under representation may exist
COLLECTION & USE OF DATA
•Collecting ethnic and racial information is not an invasion of privacy
•Request that the applicant make a self-declaration. The interviewer should make it
clear to the applicant that the information is for statistical purposes only. If the client
refuses to answer, staff will make a decision
•Accept race information provided by the applicant without dispute
COLLECTION & USE OF DATA
Collecting and reporting ethnic and racial participation data are requirements
of Title VI of the Civil Rights Act of 1964
Staff must ask:
Are you of Hispanic or Latino heritage or descent?
What is your race?
COLLECTION & USE OF DATA
The two data elements to be collected are ethnicity and race.
ETHNICITY
1.Hispanic or Latino
2.Not Hispanic or Latino
RACE
1.White
2.Black or African-American
3.Asian
4.American Indian or Alaskan Native
5.Native Hawaiian/Other Pacific Islander
NOTIFICATION REQUIREMENTS
Georgia WIC Program is required to notify the general public about WIC services.
This includes not only participants but applicants and potentially eligible persons
The non-discrimination statement must be displayed on all information materials
informing the public about the Georgia WIC Program
NOTIFICATION REQUIREMENTS
Program Availability: Purpose of program, rights and responsibilities and the
steps necessary for participation
Complaint Information: Right to file a complaint, process to file complaint
procedures
Non-discrimination: Policy of non-discrimination on the basis of race, color,
national origin, sex, age or disability
COMPLAINT PROCEDURES
To show participants we value and respect them, the participant must be
informed of:
•The right to file a complaint
•Procedures to file a complaint
•Complaint process
COMPLAINT PROCEDURES
COMPLAINT PROCEDURES
COMPLAINT PROCEDURES
COMPLAINT PROCEDURES
•Name, address and telephone number or other means of contacting the
complainant
•The specific location and name of the state agency, local agency or other
sub-receipient delivering the service or benefit
•The nature of the incident or action that led the complainant to feel
discrimination was a factor
•The basis on which the complainant believes discrimination exists. The
basis for non-discrimination are race, color, national origin, sex, age or
disability
•The names, telephone numbers, titles and business or personal addresses
of persons who may have knowledge of the alleged discriminatory action
•The date(s) during which the alleged discriminatory actions occurred or, if
continuing, the duration of such actions
COMPLAINT PROCEDURES
COMPLAINT PROCEDURES
•There are two categories of complaints: State and Federal.
•Complaints handled at the State level usually come to the State Office from
participants calling the toll-free number or calling the clinic and asking for the
number to the State Office.
•These complaints are documented and returned to the district for resolution. The
turn around time is twenty-four hours.
•These complaints are not Civil Rights complaints
COMPLAINT PROCEDURES
•Complaints handled at the State level must be filed within six (6) months of the
alleged action.
•Procedures are followed to bring closure to the complaint. This includes
contacting the participant, a review of similar files, additional training and/or
possibly a site visit.
•If noncompliance is determined, steps will be taken immediately to obtain
compliance.
COMPLAINT PROCEDURES
Whenever a Civil Rights complaint is received at the clinic or local agency level,
this must be immediately forwarded to the Georgia WIC Program, Policy Unit.
The State Agency has twenty-four hours before submitting the complaint to USDA.
COMPLIANCE REVIEWS
The Management Evaluation (ME) conducted by Food and Nutrition Services
(FNS) on the practices and procedures of Georgia WIC Program is a example of
a routine compliance review
Monitoring reviews conducted by the Georgia WIC Program is an example of
routine compliance reviews for districts
NONCOMPLIANCE
A factual finding based on analysis that any civil rights requirement as
provided by law/regulations, policy, instruction or guidelines is not being
adhered to by a state or local agency
Civil Rights noncompliance can be determined as a result of a management
evaluation, compliance review, special review or investigation
ACCOMODATIONS FOR DISABLED
PERSONS
Disabled persons share the same access to services as anyone; however, we
must make accommodations to ensure access is granted
WIC employees cannot refuse to sign-in or refuse to certify a person based on
their disability
LANGUAGE ASSISTANCE
•Local agencies will provide language assistance to those participants having limited
proficiency in English.
•Local agencies will provide assistance to participants who are sensory impaired (deaf,
blind)
•Each local agency should have resources available for those individuals who do not
speak English
•Each local agency should have resources available for the sensory impaired
CONFLICT RESOLUTION
•Providing the best customer service will not always eliminate conflict
•Knowing effective conflict resolution techniques will reduce or prevent a
complaint from escalating into a civil rights issue
CONFLICT RESOLUTION
Five (5) ways to resolve conflict:
De-escalate
Validate
Navigate
Educate
Accommodate (within guidelines)
CONFLICT RESOLUTION
• De-Escalate-Reduce the
Tension
• Validate-Value what s/he has
to say
•
• Affirm to feelings of others
Allow the participant to vent
their concerns
• Listen attentively
• Speak softly and slowly
• Watch your body language
• Acknowledge the other
person’s position
• Use “I” phrases: “I can
understand why you feel that
way”.
CONFLICT RESOLUTION
Navigate - Determine the root of
the disagreement
Educate - Teach the
participant more about the
program
• What is the real issue?
• What do we need to
accomplish?
• Who’s responsible for what?
• What needs to change?
• Give insights into policies
• Explain and clarify details
• Provide info about
regulations
CONFLICT RESOLUTION
Accommodate-Try to be adaptive and obliging
•Empower yourself with information to know what can be done to remedy
problems within program guidelines
•Apologize and let the participant know that they are important
•Ask for ideas or suggestions
•If all else fails, contact a supervisor
BREAK TIME
CUSTOMER SERVICE
CUSTOMER SERVICE
“In business you get what you want by giving other people what they want.”
Alice Mac Dougall
CUSTOMER SERVICE
What are the keys to Customer Service?
CUSTOMER SERVICE
The keys to customer service are as follows:
•Good office etiquette
•Responsible communications
•Professionalism
•Proper telephone etiquette
CUSTOMER SERVICE
The key to customer service is for all employees to be responsible for
creating and maintaining a friendly, informative and supportive
environment for their customers.
CUSTOMER SERVICE
The first key to customer service is good office etiquette
CUSTOMER SERVICE
Good office etiquette demands that we are:
POLITE & RESPECTFUL
CUSTOMER SERVICE
Greet each customer when they enter your area for services
Never allow a participant to feel ignored
CUSTOMER SERVICE
Customers should never feel intimidated and should always be treated with
dignity and respect
CUSTOMER SERVICE
Always answer questions in a professional and courteous manner remembering:
No question is ever a stupid question and all participant questions and concerns are important
to them
CUSTOMER SERVICE
Impatience and anger with participants is unacceptable behavior.
CUSTOMER SERVICE
Good office etiquette is just as important with participants as it is with colleagues
CUSTOMER SERVICE
The relationship between the staff in an office and within the organization should
always be:
Mutual respect
Concern for each other
Proper office etiquette calls for you to be:
•Professional
•Calm
•Patient
CUSTOMER SERVICE
Treat customers like you want to be treated even in the most stressful situations
CUSTOMER SERVICE
The second key to good customer service is responsible communication.
CUSTOMER SERVICE
Effective communication is the responsibility of all employees. Each person is
responsible for :
Communicating clearly
Listening effectively and actively
CUSTOMER SERVICE
Responsible communication means being sure the information shared is
understood in the proper context.
CUSTOMER SERVICE
Never say to a client:
“I can’t help you” or “I don’t know”!
Instead your response should be: “I am attempting to
resolve your situation”.
CUSTOMER SERVICE
Good customer service requires finding the proper resource person to
assist the customer if you are unable to provide all the requested
information.
CUSTOMER SERVICE
The third key to good customer service is professionalism
CUSTOMER SERVICE
Key traits of professional behavior are:
-Positive patience
-Positive attitude and manner
CUSTOMER SERVICE
Professional behavior obligates employees to be:
Prepared
Skilled
Knowledgeable
CUSTOMER SERVICE
Essential elements to professionalism:
Regular attendance
Being on time
Dressing professionally
Not watching the clock
CUSTOMER SERVICE
Employees who communicate professionalism are:
•Attentive listeners
•Quick and energetic
•Enthusiastic in responding to requests
CUSTOMER SERVICE
The fourth key to good customer service is proper telephone
etiquette
CUSTOMER SERVICE
Telephone calls should be answered within three (3) rings.
CUSTOMER SERVICE
A smile on your face before answering the phone will be reflected in your
voice received on the other end of the phone.
CUSTOMER SERVICE
Employees should always:
Identify their department
Provide the caller with their name
CUSTOMER SERVICE
If you must locate some information to assist the caller:
Always put the caller on hold
CUSTOMER SERVICE
•When you take a message, be sure to obtain accurate and complete
information.
•Take it down, then repeat it back to the caller
CUSTOMER SERVICE
At the very minimum, the following should be obtained:
Name of caller
Date and time of the call
Caller’s phone number
Brief explanation of reason for the call
Your name
CUSTOMER SERVICE
If you are screening calls for a person or department, do so diplomatically
An example of diplomacy would be to say a person is “out of the office”
rather than to say s/he is “at lunch”.
CUSTOMER SERVICE
If a caller must be transferred:
Advise the caller that you are transferring them
Provide them, in case they are disconnected, with the name, department
and telephone number that can assist them
CUSTOMER SERVICE
If possible, when transferring:
Stay on the line
Identify the caller to the next individual
Explain what actions/comments you have already taken/made
CUSTOMER SERVICE
Good customer service representatives remember that even as difficult
as a day may have been, quality customer service must be provided at
all times to all those whom we serve.
PREVENTING CIVIL
RIGHTS VIOLATIONS
•Provide good customer service to every customer/participant
•Ask questions and check for misunderstanding to prevent miscommunication
•Let participants know what to bring to the appointment
•Help participants and applicants learn about WIC
•Inform participants and applicants of expected waiting and appointment times
•Follow certification and meet processing standards
•Collect race and ethnicity information only when the participant is present
•Make sure WIC participants transferring from other locations are given Georgia
WIC vouchers
CULTURAL DIVERSITY
DEFINITION OF CULTURAL DIVERSITY:
Cultural diversity is when differences in race, ethnicity, language,
nationality, religion, and sexual orientation are represented within a
community or workplace.
CULTURAL DIVERSITY
Types of Diversity:
Gender
Age
Race
Ethnicity
Religion
Language/accent
Disability
Height/weight
Sexual orientation
Education
Job title
Job function
Job skills
Union/non-union
Part-time/full-time
Marital status
Political affiliation
Retired employees
CULTURAL DIVERSITY
It’s quite apparent that we live in a multi-cultural society. As the late
Rodney King said: …Can we all get along?
CULTURAL DIVERSITY
It is the intent of this training to educate you on some of the cultural
differences and make you more aware and sensitive. Some cultural
differences are as follows:
PHYSICAL DISTANCE
People from the Middle East and South America stand very close
while conversing. People from the Europe stand like a little more
distance. African Americans prefer more space when talking.
CULTURAL DIVERSITY
HANDSHAKES
In the United States, a firm, short handshake indicates selfconfidence and (heterosexual) masculinity. A limp handshake
by a man can be interpreted (usually wrongly) as a sign of
homosexuality or wimpiness. However, in Africa, a limp
handshake is the correct way to do it. Furthermore, it is
common in Africa for the handshake to last several minutes,
while in the U.S. a handshake that is even few seconds too
long is interpreted as familiarity, warmth and possibly sexual
attraction.
For example, in parts of Northern Europe a quick firm “onepump” handshake is the norm. In parts of Southern Europe,
Central and South America, a handshake is longer and
warmer – meaning the left hand usually touches the clasped
hands, the elbow, or even the lapel of the shakee.
CULTURAL DIVERSITY
Beware that in Turkey, a firm handshake is considered rude and
aggressive. Men in Islamic countries never shake the hands of
women outside the family.
In the African American community, the “jiveshake” or variations of
the “jiveshake” are common.
If you're a woman shaking hands with another woman: Sometimes
women choose not to shake hands at all. However, if one offers her
hand, it's impolite to refuse to handshake. A firm handshake that
won't cause physical pain is usually appropriate.
CULTURAL DIVERSITY
SOURCES
Source: Difference in Culture
www.analytictech.com
Source: www.dcarillo.com/articles/handshakes
Source: Shaking Hands Around The World
www.wisc-online.com
CULTURAL DIVERSITY
FOOD PREFERENCES
This is a very delicate area. In the United States, it is common for
the citizens to eat all kinds of food. However, this presentation
only identifies preferences.
All cultures have preferred foods, which constitute a subset of
actual or possible food sources. Subcultures can have preferred
foods as well. Food preferences can change through borrowing,
diffusion and migration.
Pigs not eaten by Muslims, Jews, Ethiopian Orthodox Christians.
Pigs are the preferred food in Scandinavia, China and the Pacific
Islands.
Cows are not eaten by Hindus.
CULTURAL DIVERSITY
Other factors that influence food preferences are taste
preferences, environmental cues (label information), social
influences, gender differences, age differences and socioeconomic status
CULTURAL DIVERSITY
Some preferences among different ethnic groups (generalizations):
Caucasian prefer a variety of foods
Asian Indians prefer low fat, high fiber foods
Hispanic prefer food rich in complex carbohydrates provided
mainly by corn, beans and tortillas
African American prefer “soul food”: green leafy vegetables,
starchy vegetables, breaded and fried meat
Source: www.clas.ufl.edu/users/bkimura/food
Source: Amber Waves
www.ers.usda.gov/amber waves
CULTURAL DIVERSITY
There are many cultural differences in this country. We can
go on and on and on about them. Not only differences
between ethnic and religious groups, what are differences
between regions of the country and the differences in the
states? What about the differences between rural,
suburban and urban?
QUESTIONS
THANK YOU