Objectives for this session Upon completion of this activity, WIC Staff will be able to: • Understand the meaning of Civil Rights as it pertains to the various Civil Rights Laws. • Name the six protected classes identified in the Kansas WIC Program. • Understand the criteria used to collect racial/ethnic data. • Accurately inform clients/caregivers of their right to a fair hearing.
Objectives, cont. • Appropriately record and submit civil rights complaints to the State Agency. • Establish what effective communication is and how it can be used to provide good customer service. • Identify resistant behaviors, which create communication barriers. • Learn strategies to resolve conflict and practice conflict resolution techniques
Civil Rights Training • All new WIC staff must complete the “Civil Rights, Fair Hearings, and Civil Rights Complaints” training module within six months of the initial employment date. • All WIC staff will complete Civil Rights Training on an annual basis. • A record of LA Staff CR Trainings will be maintained in the LA Staff Training File
Civil Rights • Exist to ensure that all people have equal access to our program and are not treated differently than others. • USDA prohibits discrimination on the basis of six classes.
The Laws. . .Past and Present • Title VI of the Civil Rights Act of 1964 • Prohibits discrimination in programs and activities receiving Federal Financial assistance based on: • race, • color, and • national origin.
The Laws. . .Past and Present • Title VII of the Civil Rights Act of 1964 • It is the policy of the U.S. Government to provide equal opportunity in employment for all persons. Equal opportunity must be an integral part of personnel policy and practice including employment selection, training, advancement and treatment.
The Laws. . .Past and Present • Prohibits discrimination based on sex under any education program or activity receiving federal financial assistance. • Title IX of the Education Amendments of 1972
The Laws. . .Past and Present • Americans with Disabilities Act • Prohibits discrimination on the basis of disability in all services, programs, and activities provided to the public by State and Local governments. Local Agency Responsibilities • Ensure that disabled applicants and clients are accorded the same benefits and access to facilities. • LA shall advise and provide applicants and clients with hearing, vision, speech or mental impairments communication systems and appropriate auxiliary aids that are as effective as communications with others at no cost to the participant.
The Laws. . .Past and Present Affirmative Action • The purpose is to overcome the effects of past societal discrimination by allocating jobs and resources to members of specific groups, such as minorities and women.
Public Notification The public notification system must include the following basic elements: • Program Availability • Inform Applicants, clients, and potentially eligible persons of their • Program Rights and Responsibilities • Steps necessary for participation
Public Notification • Complaint Information • Applicants and clients must be advised of their • Right to file a complaint • How to file a complaint • Complaint procedures • Local Agency Responsibilities • Ensure that any applicant or client who seeks services provided by the Kansas WIC Program has the right to file a complaint of discrimination.
Public Notification • Nondiscrimination Statement • Must be included on • All program materials and sources, including Web sites. • Must be read during • Radio and Television public service announcements. • It is not required on items such as • Cups, • Magnets, or • Pens.
Non-Discrimination Statement • In accordance with Federal law and U.S. Department of Agriculture 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. 20250-9410 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. • Statement found in Policy PRI 01.01.00, Civil Rights: Public Notification and Compliance
Methods of Public Notification • Each State and Local Agency must inform the • General public, • Potentially eligible populations, • Community leaders, • Grassroots organizations, and referral sources. About the WIC program and Civil Rights requirements.
Public Notification • Posters • “And Justice For All,” and • “You Have a Right to a Fair Hearing,” MUST be displayed in a prominent place in the lobby at all sites.
Fair Hearings • Procedure • Outlined in Fair Hearings Request and Procedures Policy: PRI 03.01.00 • Availability of Hearings • Any individual may appeal an adverse action. • Hearing System • Hearings are held at the local level.
Fair Hearings, cont. • Notification of Appeal Rights • At the time of suspension or participation denial, the individual must be informed in writing • Request for a Hearing • Defined • Time Limit for Request • Continuation of Benefits
Written Assurance • Is provided by: • The State Policy & Procedure Manual • Annual Contract signed and submitted by the Local Agency • Includes non-discrimination compliance clauses
Civil Rights File • Each Local Agency must maintain a file that contains: • Copies of discrimination complaints filed at the Local Agency • Correspondence from State Agency concerning complaints filed • Copy of current Civil Rights policy (PRI 01.01.00) • Blank Complaint Forms • Civil Rights Training Materials
Data Collection and Reporting • Racial/Ethnic Data is collected by each Local Agency in the KWIC System. • Data is used to generate reports required by the Federal and State Governments.
Identification • Self – Identification is the preferred means of obtaining information about an individual’s race and ethnicity. • Ethnicity refers to the identity with or membership in a particular racial, national, cultural group and observance of that group’s customs, beliefs and language. • Hispanic or Latino • Not Hispanic or Latino
Identification • Race refers to a group of persons related by common descent or heredity. • Black or African-American • White • Asian • American Indian or Alaskan Native • Native Hawaiian or Pacific Islander
Limited English Proficiency (LEP) • The LA shall provide interpretive services for all participants at no cost to the participant. • A participant, parent or guardian should NOT be required to use friends or relatives as interpreters. • How Local Agencies serve the LEP community. . .
Records and CR Compliance • Records must be kept for the current year plus three. • Safeguards must be maintained that prevent the use of this information for discriminatory purposes. • Civil Rights compliance is evaluated at Local Agency Management Evaluations.
Complaint Process • Civil Rights Discrimination Complaint • Record the Complaint on the CR Complaint Form • Place a copy of complaint in CR File. • Send complaint to the State Agency. • Maintain documentation of all correspondence in CR file. • Complaint is forwarded by the State Agency to the appropriate Regional or FNS OCR Director.
Civil Rights Complaints • Any person or representative alleging discrimination based on a prohibited basis has the right to file a complaint within 180 days. • All complaints of discrimination, written or verbal, must be accepted. • Federal law prohibits retaliation for filing a complaint of discrimination • Use the WIC Civil Rights Discrimination Complaint Form located in the forms/administrative materials section under local agency resources on the website.
Civil Rights Complaints • Refer to Policy PRI 01.02.00, Civil Rights Complaints • Verbal Complaints shall be written on the WIC Civil Rights Discrimination Complaint Form by the person to whom the allegations are made. • Include detailed information on the complaint form
Recording CR Complaints in KWIC Select “Record Complaints” in the drop down menu Select category from the drop down list
Recording Civil Rights Complaints Click on Select Caregiver
Recording Civil Rights Complaints Family members appear The WIC staff person recording the complaint is indicated on the window If “other” is selected, describe the person making the complaint Civil Rights Complaint on file Record notes here Select Nature “Civil Rights Complaint on File” and click “Include”
Participant Rights andResponsibilities • Participants shall be informed of their rights and responsibilities related to the WIC Program at certification. • Participants shall sign and date the R&R form at certification. • Signed R&R forms shall be retained in a file at the LA WIC Office. • The Rights and Responsibilities are listed on the client’s WIC Program Booklet • The booklet provides written notification to the client.
Participant Rights andResponsibilities • Confidentiality • The LA shall keep all client/applicant information confidential. • Client information may NOT be released to a physician treating a client without that client’s consent. • Notification Letters • Provide assurance that all clients or applicants are aware of their right to appeal: • Denial of participation, • Suspension from the program, or • A claim for repayment of improperly issued benefits.
What is Communication? Communication is: • To make known • To transmit • To exchange information or opinions Effective communication is a major key ingredient to creating good customer service.
Nonverbal Communication • Can be one of the most difficult barriers to effective communication to overcome • What is nonverbal communication? • Environmental/Physical • Appearance-Participant and Staff member • Emotional
Resistant Behavior Can Appear in Many Forms and from Either Party Involved Communication Barriers; Resistant Behavior • Agency Staff • Inattentive • Assumptive • Uncaring • Poor Eye Contact • Client • Hostile • Withdrawn • Negative
Environmental/Physical • Examples of environmental or physical forms of non verbal communication (barriers) • Office environment – how is the organization of the office setting? • Noise level • Odors (pleasant or not) • Busy – how much traffic?
Appearance/Dress • The appearance of the client can affect a staff member’s nonverbal communication • The appearance of a staff member can affect the nonverbal communication of the client • Does personal hygiene affect nonverbal communication?
Positive body language Smile Good eye contact Relaxed arms, open palms Nodding to show you understand Negative body language Frowning, rolling eyes Not focused on client Folded arms, tense Fidgeting Nonverbal Communication • Appearance • Body Language
Emotional What is your stress level? Are you tired and distracted? Are you having a “bad” day?
A Final Checklist On Nonverbal Communication • Be aware of how you use your voice – tone, volume, pace • Be aware of your position and posture • Be aware of your facial expressions • Consider your appearance
Communication Exercise • Pick a partner • Half the room will turn their backs to one each other and the other half of the room will face each other. • With a frown on your face • introduce yourself to your partner • ask them several questions and you respond back to them • With a smile on your face ask them the same thing.
Keys to Unlocking the Doors of Resistance Use Reflective Listening Accept and Acknowledge Build Rapport Use Open-Ended Questions Avoid Being Judgmental Use “I” Statements
Reflective Listening • Listen • Focus on what the person is saying to you • Don’t react to emotional words • Restate to the person what they have just told you • Focus on the problem not the person
Accept and Acknowledge Create a caring and accepting environment • Communicate clearly and effectively • Smile • Listen to what your client has to say • Give your undivided attention • Show them that you care • Empathize with them
Rapport Building Rapport is one of the most important features or characteristics of unconscious human interaction. It is commonality of perspective, being in "sync", being on the same "wavelength" as the person with whom you are talking. -Wikipedia
Open-Ended: How are you doing . . To what extent . . . How often . . . Why . . . Tell me about . . . Help me understand. . . Closed: Did you . . . Have you . . . Will you . . . Can you . . . When will you . . . Use Open-Ended Questions Open-Ended vs. Closed Questions
“I” Statements Speaking for ourselves and not for others.
“YOU” Statements • “You should breastfeed your infant; it is much healthier for him.” • “You should not give your child candy.”