New Mexico Human Services Department Income Support Division Food and Nutrition Services Bureau (FANS)

2 Annual Civil Rights Training Presentation for New Mexico Emergency Feeding Organizations

3  Civil Rights Compliance  Non Discrimination Statements  Public Notification Systems  Complaint Procedures  Compliance Review Techniques  Resolution of Noncompliance  Reasonable Accommodations for Persons with Disabilities  Requirements for Language Assistance  Conflict Resolution  Customer Service

◦ All Staff and Volunteers at all TEFAP sites must receive Civil Rights Training  Staff – Every Year  Volunteers  Frontline volunteers who regularly interact with program applicants and participants or who determine eligibility must receive full Civil Rights Training every year.  Any volunteer who handles personal information must receive full Civil Rights Training every year.  The Training Must Include the following topics:  “And Justice For All” Poster  Complaint Procedures  Limited English Proficiency (LEP)  Reasonable Accommodations for Disabled Persons 4

 Acceptance of “Federal financial assistance,” no matter how minimal, requires the recipient agency to assure compliance with Federal civil rights laws and requirements ◦ This includes TEFAP – USDA Foods, funding and equipment 5

 Discrimination is defined as: different treatment which makes a distinction of one person or a group of persons from others; either intentionally, by neglect, or by the actions or lack of actions based on…  The six federally Protected Classes for TEFAP are: RaceSex ColorAge National OriginDisability 6

 NEW – The entire USDA Nondiscrimination Statement must be visible at sign in tables, included on the application, brochures. (Original Format)  All information materials and sources, including Web sites, developed or used by Emergency Feeding Organizations to inform the public about the distribution of TEFAP/USDA Foods must contain a nondiscrimination statement. This includes a food pantry that is distributing USDA Foods but does not mention the USDA Foods within materials or sources.  It is not required that the nondiscrimination statement be included on every page of the program information or Web site.  At the minimum, the nondiscrimination statement, or a link to it, must be included on the first or home page of the program information. 7

State agencies and their subrecipients must:  Make program information available to the public upon request;  Prominently display the “And Justice for All” poster;  Inform potentially eligible persons, applicants, participants and grassroots organizations of programs or changes in programs;  Convey the message of equal opportunity in all photos and other graphics that are used to provide program or program- related information;  Provide appropriate information in alternative formats for persons with disabilities and in the appropriate language(s) for LEP persons. 8

 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, disability, age, 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:USDA Program Discrimination Complaint Formhttp:// mail: U.S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Avenue, SW Washington, D.C ; fax: (202) ; or This institution is an equal opportunity provider. 9

 De conformidad con la Ley Federal de Derechos Civiles y los reglamentos y políticas de derechos civiles del Departamento de Agricultura de los EE. UU. (USDA, por sus siglas en inglés), se prohíbe que el USDA, sus agencias, oficinas, empleados e instituciones que participan o administran programas del USDA discriminen sobre la base de raza, color, nacionalidad, sexo, discapacidad, edad, o en represalia o venganza por actividades previas de derechos civiles en algún programa o actividad realizados o financiados por el USDA.  Las personas con discapacidades que necesiten medios alternativos para la comunicación de la información del programa (por ejemplo, sistema Braille, letras grandes, cintas de audio, lenguaje de señas americano, etc.), deben ponerse en contacto con la agencia (estatal o local) en la que solicitaron los beneficios. Las personas sordas, con dificultades de audición o discapacidades del habla pueden comunicarse con el USDA por medio del Federal Relay Service [Servicio Federal de Retransmisión] al (800) Además, la información del programa se puede proporcionar en otros idiomas.  Para presentar una denuncia de discriminación, complete el Formulario de Denuncia de Discriminación del Programa del USDA, (AD-3027) que está disponible en línea en: y en cualquier oficina del USDA, o bien escriba una carta dirigida al USDA e incluya en la carta toda la información solicitada en el formulario. Para solicitar una copia del formulario de denuncia, llame al (866) Haga llegar su formulario lleno o carta al USDA por: correo: U.S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Avenue, SW Washington, D.C ; fax: (202) ; o correo electrónico: Esta institución es un proveedor que ofrece igualdad de oportunidades. 10

Agencies Must Display the Poster from USDA “And Justice for All” (AD 475 – A) in a prominent location for all to view. Poster reflects current Nondiscrimination Statement and new graphic. It must be displayed when distributing TEFAP/USDA Foods. Current copies for use by TEFAP agencies are available by contacting your Food Bank. 11

 Any person has the right to file a complaint within 180 days of the alleged discriminatory action.  Ask the client or participant, if they need assistance in completing the form.  Every effort should be made to have the complainant provide information found on the complaint form.  Complaints may be written, verbal, or anonymous.  If the person making the complaint does not want to put it in writing, the person receiving the complaint must complete a written report for them to the best of their ability.  A Civil Rights Complaint Form is available in TEFAP Manual. 12

 Forward complaints to:  TEFAP Coordinator (HSD/FANS Bureau)  1425 William St. SE, Albuquerque, NM Toll Free (800) or (505) or  Complaints may be sent directly to: U.S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Ave. SW Washington, DC Toll Free (866) (Voice)  Individuals who are hearing impaired or have speech disabilities may contact USDA through the Federal Relay Service at: (800) ; or (800) (Spanish) 13

 State Agency and Food Bank must conduct compliance reviews and ensure civil rights requirements are followed.  This may include observation, interviews, documentation review and other techniques 14

 IF OUT OF COMPLIANCE, -Agency must complete corrective action-  Cease inappropriate actions  Institute appropriate procedures to ensure compliance FAILURE/REFUSAL CAN RESULT IN LOSS OF FEDERAL ASSISTANCE FROM ALL FEDERAL SOURCES! 15

Must be made for those with:  Limited English Proficiency  Disabilities 16

 Clients that speak little or no English must receive the same service as English speaking clients regardless of language or cultural barriers.  People with Limited English Proficiency (LEP) need to be served in their language  or provided free interpretation services  Contact TEFAP Coordinator if interpretation services (CTS Language Link) are needed 17

 Volunteers may be used, if the volunteer can maintain the participant’s confidentiality!  When a Program Participant brings a friend or relative for Interpretation, The Interpreter should be at least 18 years of age  See for resources and informationwww.lep.gov 18

American Disabilities Act or ADA  Public accommodations (businesses and non-profit organizations) must provide goods and services to people with disabilities on an equal basis with the rest of the public.  Check US Dept. of Justice, ADA Homepage for guidelines and specifics

ENSURE ACCESS FOR PEOPLE WITH DISABILITIES!  Have ADA plan in place (or plan to assist) -Parking lot, entrances and exits, halls, elevators, restrooms, etc. -Sign language, interpreters, Braille signage, service animals -Alternative arrangements for service 20

 Have a written and posted policy for dealing with unacceptable behavior, conflicts, and complaints  Try to remain calm  Try to explain situation  Get help, especially if threats or if violence is possible. 21

Treat others the way they want to be treated (or at least be aware of what that is)  Be patient & polite  Avoid sarcasm  Be empathetic. Understand that people may not know the rules or understand how programs work. They may feel uncomfortable coming to ask for help  Explain policy and let them know you cannot violate the rules  Smile when appropriate – make people feel welcome and valued  Don’t be afraid to apologize  Don’t feel you need to have the last word 22

General TEFAP Information Annual Civil Rights Requirements Limited English Proficiency (LEP) ADA NMHSD/ISD/Food & Nutrition Services 1425 William SE Albuquerque, NM Office: or FAX: