2012 Kansas WIC Regional Meetings

1. 2012 Kansas WIC Regional Meetings Our Mission: To protect and improve the health and environment of all Kansans.

2. Train the TrainerSession IIIProgram IntegrityPamela Combes Our Mission: To protect and improve the health and environment of all Kansans.

3. OBJECTIVES Participants will . . . • Obtain a variety of training tools designed to enhance the retention of regulations governing program integrity and civil rights compliance and determine how they can be used effectively. • Maintain alertness during the entire session. Our Mission: To protect and improve the health and environment of all Kansans.

4. Program Integrity • Civil Rights • Training • Topics • Compliance • Outreach • Public Notification • Handling Complaints • Racial/Ethnic Data Collection Our Mission: To protect and improve the health and environment of all Kansans.

5. Program Integrity • Fraud • Abuse • Sanctions • Tools • Communication & Customer Service Our Mission: To protect and improve the health and environment of all Kansans.

6. Civil Rights Training • All applicants and clients must receive • equal access to WIC services for which they are eligible. • The purpose of CR training is • to provide information that protects the civil rights of our WIC applicants and clients. • All “new” WIC employees are required to • complete the written CR module during orientation. • All WIC employees are required to • participate in annual civil rights trainings. Our Mission: To protect and improve the health and environment of all Kansans.

7. Civil Rights Topics • Required subject matter for CR Training: • collection and use of data, • effective public notification systems, • complaint procedures, • compliance review techniques, • resolution of noncompliance, • requirements for reasonable accommodation of persons with disabilities, • requirements for language assistance, • conflict resolution, and • customer service. Our Mission: To protect and improve the health and environment of all Kansans.

8. Civil Rights Training Modules and Resources Our Mission: To protect and improve the health and environment of all Kansans.

9. Program Integrity • Civil Rights Compliance • Outreach • Public Notification • Racial/Ethnic Data Collection • Complaints Our Mission: To protect and improve the health and environment of all Kansans.

10. HOT TOPICS FRAUD!! Our Mission: To protect and improve the health and environment of all Kansans.

11. Program Integrity • FRAUD • Staff • Conflict of Interest • Clients • Abuse • Sanctions Our Mission: To protect and improve the health and environment of all Kansans.

12. Program Integrity Our Mission: To protect and improve the health and environment of all Kansans.

13. Program Integrity Our Mission: To protect and improve the health and environment of all Kansans.

14. Non Civil Rights Complaints • Recording complaints in KWIC • Client Services • Managing complaints • Closing complaints Our Mission: To protect and improve the health and environment of all Kansans.

15. Non Civil Rights Complaints Closing complaints Our Mission: To protect and improve the health and environment of all Kansans.

16. OMG! AWHFY? Our Mission: To protect and improve the health and environment of all Kansans.

17. Turn Blah and Boring YAWN Our Mission: To protect and improve the health and environment of all Kansans.

18. INTO. . . Our Mission: To protect and improve the health and environment of all Kansans.

19. FUN fabulous Interesting Exciting Our Mission: To protect and improve the health and environment of all Kansans.

20. DIG DEEP INTO THAT INNER CREATIVE YOU! What if Albert Einstein hadn’t used his imagination? What if Martin Luther King, Jr. didn’t have a dream? WHAT IF? Our Mission: To protect and improve the health and environment of all Kansans.

21. From this. . . To THIS! Our Mission: To protect and improve the health and environment of all Kansans.

22. Civil rights training tools Our Mission: To protect and improve the health and environment of all Kansans.

23. Hollywood Squares Civil Rights Training Our Mission: To protect and improve the health and environment of all Kansans.

24. Our Mission: To protect and improve the health and environment of all Kansans.

25. Our Mission: To protect and improve the health and environment of all Kansans.

26. Our Mission: To protect and improve the health and environment of all Kansans.

27. Civil Rights Training Our Mission: To protect and improve the health and environment of all Kansans.

28. Hatfield’s vs. McCoy's Hatfield McCoy 1 2 3 4 5 6 • 1 • 2 • 3 • 4 • 5 • 6 Let the Feud Begin Our Mission: To protect and improve the health and environment of all Kansans.

29. Civil Rights Training Password Our Mission: To protect and improve the health and environment of all Kansans.

30. Examples • Stereotyping • Discrimination • Civil Rights Bases • Title IX • ADA • Affirmative Action • Title VI • Fair Hearing • Nondiscrimination Statement • Prejudice • Nonverbal Communication • “I” Message • Open-ended Question • Resistant Behavior • Customer Service • Ethnicity • Confidentiality • Rights and Responsibilities • “You Message” • Customer Service Our Mission: To protect and improve the health and environment of all Kansans.

31. Civil Rights Training Wheel of Fortune Our Mission: To protect and improve the health and environment of all Kansans.

32. Our Mission: To protect and improve the health and environment of all Kansans.

33. Laws & Regulations Our Mission: To protect and improve the health and environment of all Kansans.

34. Laws & Regulations Our Mission: To protect and improve the health and environment of all Kansans.

35. Public Notification & Fair Hearings Our Mission: To protect and improve the health and environment of all Kansans.

36. Civil Rights Training Our Mission: To protect and improve the health and environment of all Kansans.

37. Civil Rights Training Our Mission: To protect and improve the health and environment of all Kansans.

38. Civil Rights Training Our Mission: To protect and improve the health and environment of all Kansans.

39. Our Mission: To protect and improve the health and environment of all Kansans.

40. Communication & Customer Service Our Mission: To protect and improve the health and environment of all Kansans.

41. Analogies Our Mission: To protect and improve the health and environment of all Kansans.

42. Be Honest Which Witch Are YOU? Our Mission: To protect and improve the health and environment of all Kansans.

43. RESOLVE CONFLICT Listento the client Open-ended questions Validate their concern Empower/Educate/Empathize Our Mission: To protect and improve the health and environment of all Kansans.

44. Communication Our Mission: To protect and improve the health and environment of all Kansans.

45. Put Yourself in Their Shoes Our Mission: To protect and improve the health and environment of all Kansans.

46. Scenarios 1 • Mom comes in to the WIC office late with her two young children. • Baby is fussy. • Mom is agitated and distracted by baby. • Mom says she got off her shift at work late and she was unable to make it on time. • The clerk tells her she will need to reschedule her appointment because the next two scheduled clients are already waiting. • Mom becomes upset with the clerk and says it is difficult to bring both children in because there is no one else at home to help her. • What should the clerk do? 2 • Grandma calls the WIC office and says that her grandchildren are living with their dad and mom no longer has custody. • Grandma also says that mom has WIC checks and will not give the food to dad. • The clerk asks Grandma to have dad contact the WIC office to discuss the situation. • Grandma is now mad, raising her voice and says that mom is committing fraud and someone better do something or she will call the state. • What should the clerk do? Our Mission: To protect and improve the health and environment of all Kansans.

47. HOW TO GET ALONG WITH PEOPLECredit - ANn Landers Our Mission: To protect and improve the health and environment of all Kansans.

48. 1 • Keep skid chains on your tongue. Always say less than you think. Cultivate a low, persuasive voice. How you say it often counts more than what you say. 2 • Make promises sparingly and keep them faithfully, no matter what the cost. Our Mission: To protect and improve the health and environment of all Kansans.

49. 3 • Never letan opportunity pass to say a kind andencouraging word to or about somebody. Praise good work, regardless of who did it. If criticism is needed, offer it gently, never harshly. 4 • Be interested in others---their pursuits, their work, their homes and families. Make merry with those who rejoice, and weep with those who mourn. Let everyone you meet, however humble, feel that you regard him or her as a person of importance. Our Mission: To protect and improve the health and environment of all Kansans.

50. 5 • Don’t burden or depress those around you by dwelling on your minor aches and pains and small disappointments. Remember, everyone is carrying some kind of burden, often heavier than your own. 6 • Keep an open mind. Discuss, but don’t argue. It is the mark of a superior mind to be able to disagree without being disagreeable. Our Mission: To protect and improve the health and environment of all Kansans.