NWA branding template - Powerpoint

NWA branding template - Powerpoint

Civil Rights Training 2019 Annual Refresher This continuous learning course is intended for WIC staff who have completed the Civil Rights Orientation Training as a new employee. Do you have your Job Aid ? What youll learn: Information about protected classes

Collecting protected class information from participants WIC services for participants with Limited English Proficiency Displaying the And Justice for All poster How to submit complaints to the State WIC Office Information about civil rights violations and customer service complaints 3 What are Protected Classes?

Use your job aid! Protected Classes in WIC 4 6 Protected Classes in WIC Age Race National Origin Sex Color Disability

Protected Classes in WIC 5 Discrimination Discrimination means the poor treatment of someone based on their association with a certain category of people, such as a member

of a protected class. Protected Classes in WIC 6 Civil Rights Violations MUST include discrimination involving one or more of these protected classes. If the discrimination does not involve one of these 6 protected classes, it is not a civil rights violation.

Only these 6 protected classes are covered by the Federal Civil Rights Act. Protected Classes in WIC 7 A Quick Quiz: Whats Missing? Looking at this wheel, which two protected classes are missing? Protected Classes in WIC

8 Discussion What are examples of discrimination based on one of the protected classes? Protected Classes in WIC 9

Protected Classes and WIC Rules Participants in protected classes must still follow the rules. Protected Classes in WIC and Following the WIC Rules 10 Case Study Lisa is an Asian WIC mom, and

wants to purchase white rice instead of brown rice with her WIC benefits. The cashier tells her that white rice is not eligible and shows Lisa the food list with the eligible brown rice. Lisa feels like the cashier is denying her white rice because she is Asian. Protected Classes in WIC and Following the WIC Rules 11

Lets Discuss Do you think the cashier is discriminating against Lisa because of her race by not allowing her to purchase white rice with her WIC benefits? Protected Classes in WIC and Following the WIC Rules

12 Answer: Not discrimination. White rice is not an eligible WIC food. The cashier is NOT discriminating against Lisa by not letting her substitute white rice for brown rice using her WIC benefits. Participants who belong to protected classes still

have to follow the rules. Protected Classes in WIC and Following the WIC Rules 13 Collecting information from participants may help indicate if they are in a protected class Collecting Protected Class Information from Participants 14

In TWIST, what protected class information does Oregon WIC collect for every participant? RACE ETHNICITY DISABILITY SEX Collecting Protected Class Information from Participants

AGE 15 In TWIST, what protected class information does Oregon WIC collect for every participant? RACE ETHNICITY DISABILITY SEX

Collecting Protected Class Information from Participants AGE 16 You might have heard about REAL-D Race Ethnicity Language

and Disability Collecting the REAL-D information is an Oregon requirement that WIC has not yet implemented. More information and training will be sent out in the future. Collecting Protected Class Information from Participants 17 WIC Services for

Participants with Limited English Proficiency (LEP) WIC Services for Participants with Limited English Proficiency 18 Limited English Proficiency (LEP) means English is not the participants primary language and they do not read, speak, write or understand English.

Limited We must provide services in a language that the participant understands well enough to know what English Proficiency they need to and do. WIC WIC Services for Participants with Limited English Proficiency 19 The State WIC office must

Ensure all rights and responsibilities are read to applicants in the appropriate language The State WIC office helps by Translated Materials Providing translated documents for local agencies to use. The State WIC office must consider The number of WIC participants who speak languages other than English? Where does the participant live?

What documents do we need translated to provide services and information for participants? WIC Services for Participants with Limited English Proficiency 20 Are interpreters required to be physically present when the participant has limited English Proficiency? YES

WIC Services for Participants with Limited English Proficiency NO 21 Are interpreters required to be physically present when the participant has limited English Proficiency? YES

WIC Services for Participants with Limited English Proficiency NO 22 Are interpreters required to be physically present when the participant has limited English Proficiency? We must offer interpreter services, but the participant can decline. We need to document that the services

were offered and declined. WIC Services for Participants with Limited English Proficiency 23 What if the participant declines an interpreter because they have an older child along, and want their older child to interpret? WIC Services for Participants with Limited English Proficiency

First Offer an interpreter from WIC. Im so glad your older child is here! You must be proud of their skills. We would like to offer an interpreter. They have special training and can make sure you get all your questions answered. WIC Services for Participants with Limited English Proficiency 25 Second

If a participant declines an in-person interpreter, offer to use the language line on speaker phone to help. WIC Services for Participants with Limited English Proficiency 26 Then Plan for the future.

Offer to have a translator available and ready to use at their next appointment. WIC Services for Participants with Limited English Proficiency 27 How are we doing? How are interpreters used in your clinic? What questions do you have about using the language line or scheduling interpreters?

WIC Services for Participants with Limited English Proficiency 28 Displaying the And Justice for All Posters Displaying And Justice for All Posters 29 All WIC clinics are required to display

And Justice for All posters in an easy-to-see location. Displaying And Justice for All Posters 30 What do you think an easy-to-see location is? Where would that be in your clinic? Please share your thoughts with the group. Displaying And Justice for All Posters

31 Easy-to-see location: Somewhere participants and the public can easily access the poster. This might be in an entry way, waiting area, etc. This does not mean having to go behind a counter or into another room or back hallway. Somewhere participants can easily see the poster, without

chairs, tables, desks, or counters blocking their ability to read it. Displaying And Justice for All Posters 32 Why is it important that this poster is in an easy-to-see location? Displaying And Justice for All Posters 33

It is a federal requirement, and must be posted in all locations that WIC services are provided. And Justice for All poster The audience for the poster is participants, applicants and the general public. It helps people find out how to file a

complaint about a civil rights violation. They can do so easily and anonymously. The poster has instructions in English and Spanish. Displaying And Justice for All Posters 34 Where is the And Justice for All poster in your clinic? Is it easy for everyone

to see and read? Displaying And Justice for All Posters 35 Remember, this poster must be put up at all satellite clinic locations and anywhere else you might be doing outreach. Displaying And Justice for All Posters

36 Submitting Complaints Submitting Complaints 37 About complaints Complaints can be received in many ways

Enter all complaints Submitting Complaints In person, email, phone, things we see on social media Complaints can be submitted by witnesses or the person who experienced the event Complaints can be about poor customer service, civil rights violations or a

combination of both 38 If you think a participants complaint might be a civil rights violation. You must report the complaint so the State WIC office can review it.

Submitting Complaints 39 Reporting Complaints in TWIST Complaints are entered in the Compliance section of Operations Management in TWIST. Submitting Complaints 40 Reporting Complaints in TWIST When entering complaints, if

you think it might be a Civil Rights violation click the Civil Rights box in TWIST The State WIC Office Civil Rights Coordinator reviews all items selected as Civil Rights complaints in TWIST. Checking the box flags the complaint so we are sure it gets reviewed correctly. Submitting Complaints 41

Dont worry the state decides if it is or isnt a civil rights violation! When in doubt, check the box! Submitting Complaints 42 For Civil Rights Violations What information do we need?

Who was involved What happened during the incident When it occurred, or when they found out about it Where the incident occurred Why this is a potential violation, what protected classes may have been discriminated against Documents that are related to the incident Witness information of anyone who may have been present during incident Submitting Complaints 43

What if you run out of space on the TWIST complaint screen? Submitting Complaints 44 For participant complaints: Put a note in WIC Notes with the rest of

the information and add see WIC Notes on the TWIST complaint screen. If you run out of space Non-participant complaints: Use TWIST then email the State WIC Office Civil Rights Coordinator with the full complaint. If there is additional documentation: Email pictures or witness information to

the State WIC Office Civil Rights Coordinator. Submitting Complaints 45 Submit complaints as soon as possible We must respond and support participants as quickly as possible We have federal

timeframe requirements for investigations. Submitting Complaints 46 What happens after the complaint is filed?

Submitting Complaints If you want to find out the status of a complaint, you can contact the Civil Rights Coordinator. The Civil Rights Coordinator will keep the WIC Coordinator informed of civil rights violation complaints and will enter a WIC Note with status updates and outcomes. 47

Complaints about WIC Staff Complaints about WIC staff should not go into TWIST. To learn more read Policy 588. Complaints about WIC staff should be sent to the Oregon Civil Rights Coordinator by phone or email marked urgent. Submitting Complaints 48 Who is the State WIC Office Civil Rights Coordinator ??? Questions? Want more

information? Need help with what to enter into the complaint? Contact: Erin Macauley [email protected] 971-673-0061 **This is on your Job Aid** Submitting Complaints 49

Case Studies for Complaints Case Studies for Complaints 50 Complaints Complaints Complaints Sometimes its hard to tell the difference between bad customer service and civil rights complaints. All complaints should be reported even if they

dont seem serious, or they dont seem like they can be proved. Complaints are tracked and recorded to look at how we can support participants and our vendors. Lets look at some case studies to see the difference. Case Studies for Complaints 51 Case Study A participant has goat milk as a

benefit. The family cant find it on the shelf and asks the store if they can start carrying it for them so they can buy it next time. The store tells them that its not a minimum stock requirement for the WIC program. The store tells the WIC family they cannot carry it because its too expensive to get and they are not required to carry it. Case Studies for Complaints

52 Lets Discuss Does having goat milk as a benefit make someone part of a protected class? Is the store discriminating against the participant by declining to carry goat milk? Is this bad customer service? If you hear this complaint should you enter it into TWIST? Case Studies for Complaints

53 Answers Does having goat milk as a benefit make someone part of a protected class? Answer - No Is the store discriminating against the participant by declining to carry goat milk? Answer - No. It isnt a minimum stock requirement. Is this bad customer service ? Answer - No. The store gave the WIC family a clear explanation about why they cannot carry this item. If you hear this complaint should you enter it into

TWIST? Answer - Yes. This helps us track and answer any questions or clarify important information with participants or the grocery store. Case Studies for Complaints 54 Case Study A WIC Dad goes to the register to check out with milk, bread, eggs, cheese, and cereal.

The cashier says Oh, you must be on WIC, I can tell by what youre buying. Case Studies for Complaints 55 Lets discuss Is being a WIC participant a protected class? Are stores required to treat WIC participants like they treat all other customers?

Was this bad customer service? If you hear about this in the participants next appointment should you enter a complaint into TWIST? Case Studies for Complaints 56 Answers Is being a WIC participant a protected class? Answer - No. Are stores required to treat WIC participants like they treat all other customers?

Answer - Yes. Was this bad customer service? Answer - Yes. This is not treating the participant like other shoppers. If you hear about this in the participants next appointment should you enter a complaint into TWIST? Answer - Yes. The State can provide feedback and training to vendors, and track this information. Case Studies for Complaints 57 For the next few slides we

will be using the picture on your Job Aid. Case Studies for Complaints Case Study: Viral on Facebook State staff received information from a member of the public that there was a viral (popular) social media post about an Oregon WIC participant being treated poorly in a grocery store. The post was written by a witness.

Not a WIC participant. The post was about an interaction between a WIC participant and a store cashier. Case Studies for Complaints 59 Facebook said: Case Studies for Complaints

A WIC participant was trying to use her benefits at a large grocery store. She did not have enough CVB for her fruits and vegetables. The customer who posted on Facebook was behind her and offered to pay the balance.

60 Facebook continued: Case Studies for Complaints The cashier refused to let the witness pay the balance and made several rude comments.

Referring to the WIC Mom as these people. The WIC Mom was so embarrassed she left without any WIC foods. 61 Case Studies for Complaints 62

Lets discuss Looking at this Facebook post, does the WIC Participant belong to any federally protected classes? If yes, which ones? If any WIC staff saw or heard about this post, what should they do? Does it matter that the post was from a member of the public, not the participant? Case Studies for Complaints 63

Answers Looking at this Facebook post, does the WIC Participant belong to any federally protected classes? If yes, which ones? Answer - Yes. Race, Color, Sex If any WIC staff saw or heard about this post, what should they do? Answer - Submit a complaint through TWIST, check the Civil Rights box, and email a copy of the Facebook post to the Civil Rights Coordinator. Does it matter that the post was from a member of the public, not the participant? Answer It doesnt matter where the

information comes from. Case Studies for Complaints 64 More discussion Was this just bad customer service? Was there a civil rights violation? Or was it potentially both bad customer service and a civil rights violation? Case Studies for Complaints

65 Answer There is not enough information and it looks like it could be both bad customer service and a civil rights violation. A complaint should be submitted in TWIST for the Civil Rights Coordinator to review. Real life follow up - Erin investigated this case and contacted the grocery store to arrange for further training for store staff.

Case Studies for Complaints 66 hoto Fikrifor Rasyid on Unsplash Caseby Studies Complaints Case Study A Latina WIC Mom goes to the register to

check out with WIC eligible foods. She speaks with an accent. She does not have enough CVB benefits to cover all of her fruits and veggies, so she asks to have some of the vegetables removed. The cashier yells I cant understand you, if you cant speak English I cant help you so youll have to go somewhere else. The WIC Mom was embarrassed. She left without any of the WIC foods because the cashier refused to help her. 67

Lets discuss Is this a Civil Rights Violation? If yes, why? If the participant tells you about this incident, what should you do? Case Studies for Complaints 68 Answer Is this a Civil Rights Violation? If yes, why? Answer: Mom is a member of a protected class:

Race, Color, Sex If the participant tells you about this incident, what should you do? Answer: Enter a complaint in TWIST and check as a possible Civil Rights violation. Because the cashier refused to help the WIC Mom, she was forced to leave without any of her foods. This is different treatment than other customers receive. The cashier at the store discriminated against the participant based on the way she spoke as a Latina WIC Mom when asking to take some items off her balance. This discrimination was clearly stated based on how the participant spoke.

. Case Studies for Complaints 69 What should you do? Remember, its okay if youre not sure if it is a clear Civil Rights Violation. Even if youre not 100% sure, submit a complaint through TWIST and check the Civil Rights box.

Case Studies for Complaints 70 A note about equity and Civil Rights 71 We know it can be difficult

We want to acknowledge that civil rights violations and complaints can come with a lot of intense emotions. From the participant who experienced the event, to you listening to them share their story. If you are feeling upset, frustrated, angry, or any other emotion, be sure to do something to help you feel better. Whether that is taking a few deep breaths, taking a short walk on your break, meditating in your office, whatever helps you not focus solely on those intense

emotions. We also need to acknowledge 1.The law does not always address equity, diversity, and inclusion and can leave gaps. 2.Civil Rights laws, while good in intent, are open to interpretation based on personal feelings, values, and bias when it comes to application. 3.We can help address the gaps by using an equity lens in our work when we complete trainings, develop materials, and interact with others. 4.Using an equity lens in all interactions gives us the chance to reinforce WIC values that foster equitable and trauma sensitive interactions.

5.This will help us create an environment that feels safe for our participants to return to after theyve had interactions like the ones in our case studies. 73 CONGRATULATIONS! You have completed the annual Civil Rights Training!

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