CIVIL RIGHTS TRAINING 2014 for County Departments of SOCIAL SERVICES

1. CIVIL RIGHTS TRAINING 2014 for County Departments of SOCIAL SERVICES The State of North Carolina Division of Social Services Mecklenburg County Department of Social Services Office of Consumer Advocacy

2. Introduction It is essential that every employee understand: • Civil Rights Laws • Unlawful Discrimination • How to serve everyone in a consistent manner across all federally funded programs • This is REQUIRED, and must be completed annually, so please be sure to sign your name on the designated sign in sheet to document your completion of this training.

3. The Purpose of This Training Is… • To review the laws affecting how we provide services to consumers. • To understand what it means to treat customers, and each other fairly, and with dignity & respect. • To understand our moral, and legal obligation not to discriminate against anyone during the course of our work.

4. Civil Rights Laws - Overview

5. Civil Rights Laws – Overview

6. Additional References

7. Limited English Proficiency (LEP) Executive Order 13166 “Improving Access to Services for Persons With Limited English Proficiency” • The term LEP refers to individuals that do not speak English as their primary language. • May also refer to those who have limited ability to read, speak, write, or understand English. • For more information visit www.LEP.gov

8. Limited English Proficiency (LEP) In order to eliminate barriers for LEP consumers Agencies are required to: • Examine services provided • Identify the service needs for those with LEP • Develop and Implement a system to provide the appropriate services. • Inform consumers of the right to free interpreter services, and direct them to the “Justice, Equal Opportunity” poster

9. Limited English Proficiency (LEP) This poster should be displayed in the lobbies and waiting areas of each DSS office.

10. Interpretation & Translation Services Interpreter and translation services are ways to eliminate language barriers for our LEP consumers. • Interpreter -Interpreters are the verbal (includes ASL) communicators between two different languages. • Translator – Translators are the writtencommunicators between two different languages • DSS 10001 Form – Documents that the customer has the right to accept, decline, or provide their own interpreter.

11. Interpreter & Translation Services Types of Interpreter & Translator Services Available • Volunteer Interpreters (18 years of age and up) • Contract Interpreters • Full Time Staff Interpreters • Telephone Interpreters (when staff are unavailable) • Contract Translation Services (written materials) • Online Translation Services

12. Language Services Agreement The DSS – 10001 “Language Services Agreement For Limited English Proficiency” Form For County, employee interpreters must sign this form for each For all other counties, this form should be used only by interpreters who are not county employees

13. Unlawful Discrimination The United States Department of Agriculture defines Unlawful Discrimination as…. “The act of distinguishing one person or group of persons from others, either intentionally by neglect, or by the effects of actions, or lack of actions in comparison with others who are not members of the protected group.”

14. Unlawful Discrimination - Protected Groups All persons applying for receiving or participating in any federally assisted program or activity are protected against discrimination on the grounds of: • Race • Color • National Origin • Sex • Age • Disability • Religion – Does not apply to WIC, school lunch & breakfast programs • Political Beliefs – Does not apply to WIC, school lunch & breakfast programs

15. Unlawful Discrimination – Examples

16. Unlawful Discrimination - Hidden Bias • Even though we believe that we are seeing and treating people as equals, hidden biases may still influence our perceptions and actions. • Prejudice and Stereotyping are forms of bias. • For Example: “Men should not be applying for assistance…they should just go and get a job.” • All Black people look alike. • All old people can’t hear, and are slow. For More information on “Bias” visit www.Tolerance.org

17. Unlawful Discrimination Complaints Filing a complaint with the local, state, or federal agency is a basic right. Consumers are entitled to due process, and an appeal. When a consumer alleges discrimination and wants to file a complaint: Direct them to the County DSS Civil Rights Coordinator • Provide them with the number (000-000-0000) • Transfer the call, or • Direct them to the online form at http://www.ncdhhs.gov/dss/lep/docs/NC%20DSS%20Civil%20Rights%20Complaint%20Form%202012.pdf

18. Unlawful Discrimination Complaints The Civil Rights Coordinator will: • Speak with the consumer within 24 hours • Gather as much information about the allegations • Review case information to determine if any error has occurred in the determination of eligibility or benefits • Forward the complaint information to: Carlotta Dixon, Title VI Civil Rights Coordinator North Carolina Division of Social Services (919) 527-6421 carlotta.dixon.dhhs.nc.gov

19. Unlawful Discrimination Complaints • This poster should be prominently displayed in agency lobbies & waiting areas to: • Post the nondiscrimination statement. • Ensure that applicants and recipients have access to the complaint process

20. Public Notification All FNS assistance programs are required to have a public notification system to inform consumers of: • Program Availability • Complaint Information – advising consumers of their right to file a complaint, and how to do so. • Non-Discrimination Statement – displayed on the “Justice for All” poster.

21. Racial & Ethnic Data Collection State and local agencies are required to obtain race, ethnicity and other demographic information to: • Determine the effectiveness of FNS programs related to reaching potentially eligible populations • Identify areas where additional outreach is needed • Compliance review location selection

22. Racial & Ethnic Data Collection Race • American Indian or Alaskan Native • Asian • Black or African American • Native Hawaiian or Pacific Islander • White Ethnicity • Hispanic or Latino • Not Hispanic or Latino

23. Compliance – Management Evaluation Process (ME) The Civil Rights Component of the ME process examines: • Equal opportunity to participate for eligible persons, & households including racial participation as compared to Census data. • Racial & Ethnic Data Collection (on file for 3 years) • Display of the “And Justice for All” poster • Availability of program information to all eligible persons with a focus on LEP consumers (available interpreters, staff, & phone services). • Facility Access (wheelchair accessibility) • Civil Rights Training • Customer Service (interviews with customers, caseworkers, receptionists)

24. Agency Non-Compliance • After a fact finding investigation, any civil rights mandate that the county did not adhere to will require a Corrective Action Plan to ensure all areas of non-compliance are resolved • USDA will be advised of the findings and provided with documentation to decide on an appropriate action. • If non-compliance continues to be an issue, the USDA will take formal enforcement action • Could result in loss of in FNS services being terminated or on suspension

25. North Carolina DHHS Contact Carlotta Dixon, Title VI Civil Rights Coordinator North Carolina Division of Social Services (919) 527-6421 carlotta.dixon.dhhs.nc.gov

26. Federal Civil Rights Contact USDA, Director, Office of Civil Rights, 1400 Independence Avenue, S.W., Washington, D.C. 20250-9410 or call (866) 632-9992 (voice) or Individuals who are hearing impaired or have speech disabilities may contact USDA through the Federal Relay Service at (800) 877-8339 or in Spanish (800) 845-6136. HHS, Director, Office for Civil Rights, Room 506-F, 200 Independence Avenue, S.W., Washington, D.C. 20201 or call (202) 619-0403 (voice) or (202) 619-3257 (TTY). USDA and HHS are equal opportunity providers and employers.”