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PREQUIRED READING!
CIVIL RIGHTS TRAINING FOR NON-SUPERVISORY WORKERS

All USDA (U.S. Department of Agriculture) Food and Nutrition Service (FNS) programs, including Foodlink emergency member food programs and their frontline workers (i.e. those working directly with clients/guests), are required to complete a civil rights training annually.
Civil Rights: A class of (non-political) rights that protect individuals' freedom from infringement by governments, social organizations, and private individuals, and ensures one's ability to participate in the civil life of the society and state without discrimination or repression. These are guaranteed to US citizens by the 13th and 14th Amendments and by Acts of Congress
The goal of civil rights training is to:
• Eliminate illegal barriers to services
• Understand compliance requirements for how to identify and respond to a complaint
• Emphasize the importance of treating all clients equally with dignity and respect
1. USDA FNS prohibits discrimination on the basis (i.e. characteristic) of:
• Race
• Color
• National Origin
• Age
• Sex (including gender identity and sexual orientation)
• Disability
• Reprisal or retaliation for prior civil rights activity
Discrimination: The act of distinguishing one person or group of persons from others, either intentionally, by neglect, or by the effect of actions or lack of actions based on their protected bases.
Religious organizations have equal opportunity to USDA FNS programs. They may not discriminate against anyone on the basis of religion or religious belief, a refusal to hold a religious belief, or a refusal to attend or participate in a religious practice. They may not require anyone to attend or participate in any explicitly religious activities that are offered, and any participation by someone in these activities must be purely voluntary. An individual may report violations of these protections (including denials of services or benefits).
Additionally, NYS Human Rights Law, among other things, declares it a discriminatory practice for any person (e.g., employee or volunteer) of any place of public accommodation (e.g. food pantry) to refuse, withhold from or deny to any person the accommodations, advantages, facilities or privileges thereof, on the basis of:
• Race/Color
• Creed/Religion
• National Origin
• Marital Status
• Sex
• Sexual Orientation
• Military Status
• Gender Identity or Expression
• Disability
• Relationship or Association with a member(s) of one of these categories
All protected classes must have equal access to your food program’s services.
2. There are three primary types of discrimination:
1) Disparate treatment – intentional; singles out a protected basis or bases for discriminatory treatment
2) Disparate impact – unintentional; results in discriminatory outcomes
3) Retaliation – harmful treatment of individuals who exercised their civil rights, issued a civil rights complaint, witnessed a civil rights violation, and/or cooperated with a civil rights investigation
3. Preventing Disability Discrimination: Ensure members of the public are provided with reasonable accommodation in order to access program information, applications, and assistance.
Disability: A physical or mental impairment that substantially limits one or more of an individual’s major life activities, having a record of such impairment, or being regarded as having such impairment
4. Preventing Low English Proficiency Discrimination (a form of discrimination against national origin): Take reasonable steps to provide meaningful access.
5. The USDA’s “Justice for All” poster must be posted in a prominent and client-accessible location. The poster informs clients about their civil rights and where and how to file a complaint to the USDA. Clients must be provided with the information on the poster upon request. A client has up to 180 days from the date of their grievance to file a complaint with the USDA.
6. Clients must not be discouraged from or retaliated against for filing a complaint.
Customer Service Best Practices
➢ Treat all people with dignity and respect.
➢ Make clients feel welcome and valued.
➢ Be patient, polite, and empathetic.
➢ Answer questions in a non-threatening voice.
➢ Recognize that clients have varied needs and may have few resources.
➢ Notice when a person seems to feel they have been treated in a rude or disrespectful manner.
➢ Learn to put yourself in the other person’s place.
➢ Remember the Golden Rule. Ask yourself: “Am I treating this person the way I would like to be treated?” Also ask yourself: “Am I treating this person in the same manner as I treat others?”
Conflict Resolution Strategies
➢ Remain calm.
➢ Be aware of your word choice, tone of voice, and body language.
➢ Don’t take the situation personally.
➢ Explain that you want to help and ask how you can be of assistance.
➢ Take time to try to understand the person’s point of view.
➢ Listen for details about the concern, situation, or request.
➢ Repeat back what you heard to make sure you understand the person’s expectations.
➢ When appropriate, apologize for the situation.
➢ Offer solutions. Take responsibility for finding a solution or for putting a solution into action.
ALWAYS BRING QUESTIONS, CONCERNS, OR COMPLAINTS REGARDING CIVIL RIGHTS IMMEDIATELY TO THE ATTENTION OF THE STAFF OR VOLUNTEER IN CHARGE.
If you have any questions or concerns regarding this training or how to be compliant with civil rights policy, ask the staff or volunteer in charge.lease add your digital signature.

I have re-read and understand the Civil Rights Training. I have re-signed the Terms & Conditions, as required, as of 1/1/2026.
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