2012 kansas wic regional meetings
DESCRIPTION
2012 Kansas WIC Regional Meetings. Train the Trainer Session III Program Integrity Pamela Combes. OBJECTIVES. Participants will . . . - PowerPoint PPT PresentationTRANSCRIPT
Our Mission: To protect and improve the health and environment of all Kansans.
Train the TrainerSession III
Program Integrity
Pamela Combes
Our Mission: To protect and improve the health and environment of all Kansans.
OBJECTIVES
Our Mission: To protect and improve the health and environment of all Kansans.
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.
Program Integrity
• Fraud–Abuse–Sanctions
• Tools• Communication & Customer
Service
Our Mission: To protect and improve the health and environment of all Kansans.
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.
Civil Rights Topics
Our Mission: To protect and improve the health and environment of all Kansans.
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, andcustomer service.
Civil Rights Training Modules and Resources
Our Mission: To protect and improve the health and environment of all Kansans.
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.
HOT TOPICS
Our Mission: To protect and improve the health and environment of all Kansans.
Program Integrity
• FRAUD– Staff
• Conflict of Interest
– Clients• Abuse• Sanctions
Our Mission: To protect and improve the health and environment of all Kansans.
Program Integrity
Our Mission: To protect and improve the health and environment of all Kansans.
Program Integrity
Our Mission: To protect and improve the health and environment of all Kansans.
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.
Non Civil Rights Complaints
Our Mission: To protect and improve the health and environment of all Kansans.
Closing complaints
OMG!
Our Mission: To protect and improve the health and environment of all Kansans.
YAWNYAWN
Turn Blah and Boring
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
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?
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
From this. . .
ToTo
THIS!THIS!
Our Mission: To protect and improve the health and environment of all Kansans.
Hollywood Squares
Civil Rights Training
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
What is the Answe
r?
Can You Hear Me
Now?
Did You
Get It?
Do You Know?
Can I Help You?
What Should I Do?
Do You Under-stand?
Laws &
Regulations
Participant Rights &
Public Notification
Collection &
Use of Data
CR Complaint Procedures
Communication &
Customer Service
Conflict Resolution
Accommodating clients LEP & ADA
$100 $100 $100 $100 $100 $100 $100
$200 $200 $200 $200 $200 $200 $200
$300 $300 $300 $300 $300 $300 $300
$400 $400 $400 $400 $400 $400 $400
$500 $500 $500 $500 $500 $500 $500
Our Mission: To protect and improve the health and environment of all Kansans.
Civil Rights Training
Our Mission: To protect and improve the health and environment of all Kansans.
Hatfield’s vs. McCoy's
Hatfield• 1• 2• 3• 4• 5• 6
McCoy• 1• 2• 3• 4• 5• 6
Let the Feud BeginOur Mission: To protect and improve the health and environment of all Kansans.
Civil Rights Training
Password
Our Mission: To protect and improve the health and environment of all Kansans.
• 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.
Examples
Civil Rights Training
Wheel of Fortune
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
Laws & Regulations
Our Mission: To protect and improve the health and environment of all Kansans.
Laws & RegulationsA M e r i c a n s
w i t h
d i s a b i l i t i e s
a c t
Our Mission: To protect and improve the health and environment of all Kansans.
Public Notification & Fair Hearings
Our Mission: To protect and improve the health and environment of all Kansans.
Civil Rights Training
Our Mission: To protect and improve the health and environment of all Kansans.
Civil Rights Training
Our Mission: To protect and improve the health and environment of all Kansans.
Civil Rights Training
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
COMMUNICATION &
CUSTOMER SERVICE
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
Analogies
Be Honest
Which Witch Are YOU?
Our Mission: To protect and improve the health and environment of all Kansans.
RESOLVE CONFLICT
Our Mission: To protect and improve the health and environment of all Kansans.
Listen to the client
Open-ended questions
Validate their concern
Empower/Educate/Empathize
Communication
Our Mission: To protect and improve the health and environment of all Kansans.
Put Yourself in Their Shoes
Our Mission: To protect and improve the health and environment of all Kansans.
Scenarios
Our Mission: To protect and improve the health and environment of all Kansans.
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.
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.
3• Never let an opportunity pass to say a kind
and encouraging 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.
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.
7• Let your virtues, if you have any, speak for
themselves. Refuse to talk of other’s vices. Discourage gossip. It is a waste of valuable time, and can be extremely destructive.
8• Pay no attention to disparaging remarks.
Remember, the person who carried the message may not be the most accurate reporter in the world, and things become twisted in the retelling. Live so that nobody will believe them.
Our Mission: To protect and improve the health and environment of all Kansans.
9• Don’t be too eager to get the credit due you.
Do your best, and be patient. Forget about yourself, and let others “remember”. Success is much sweeter that way.
10• Be careful of another’s feelings. Wit and
humor at another person’s expense may do more damage than you will ever know.
Our Mission: To protect and improve the health and environment of all Kansans.
Our Mission: To protect and improve the health and environment of all Kansans.
kansaswic.org