Civil Rights Training. 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.
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Upon completion of this activity, WIC Staff will be able to:
Local Agency Responsibilities
The public notification system must include the following basic elements:
About the WIC program and Civil Rights requirements.
MUST be displayed in a prominent place in the lobby
at all sites.
drop down menu
from the drop down list
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
“Civil Rights Complaint on File”
and click “Include”
Effective communication is a major key ingredient to creating good customer service.
What is your stress level?
Are you tired and distracted?
Are you having a “bad” day?
respond back to them
Use Reflective Listening
Accept and Acknowledge
Use Open-Ended Questions
Avoid Being Judgmental
Use “I” Statements
Create a caring and accepting environment
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.
Speaking for ourselves and not for others.
When might a client become upset with WIC?
Listen to the client
Validate their concern
Listen to the client.
Open ended questions should be asked tactfully.
Validate the client’s concern.
Empower the client by working together to find an answer.
CR Topics Included in Training____________________________________________________
All current WIC staff must participate in Civil Rights Training at least once a year and document completion of that training. All new staff must participate in Civil Rights Training within six months of hire.
Fill in the staff names and the date training was completed. Retain CR Training attendance in the Training folder. The SA will review this information during Management Evaluations.