Montgomery Area Food Bank AGENCY HANDBOOK USDA, Feeding America, and MAFB are equal opportunity providers, employers, and lenders.

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1 This book contains instructions, information, copies of all forms, and answers to most of your questions. Montgomery Area Food Bank AGENCY HANDBOOK Please keep this handy for future reference. USDA, Feeding America, and MAFB are equal opportunity providers, employers, and lenders. Updated 6/16

2 PAGE SUBJECT 3 Rules Of the Game 4 About Montgomery Area Food Bank 4 Benefits of Membership 5 Policy Do s & Don ts 5 Who Can Shop? 5 When Can an Agency Use MAFB Food? 6 Orientation Dates for the Year 7-9 How does an Agency Access Food? 9 Shared Maintenance Fee 10 Determining Eligibility 11 What is a Monitor? 11 Forms & Record Keeping Emergency Pantry Eligibility Form 14 On-site Feeding 15 Menu Form For On-site Feeding Mass Give-away 19 USDA Inventory Requirements 20 USDA Monthly Inventory Form 21 Safe Food Handling 22 USDA Storage Temperature Requirements 23 Temperature Record Form 24 Enhance Your Agency s Outreach 25 Volunteers 26 MAFB Staff 27 USDA Civil Rights Complaint Procedure USDA Civil Rights Complaint Form Dear Friends, Thank you for your commitment to providing food to the hungry. We are excited that you are now a member agency of Montgomery Area Food Bank and a partner in our mission to reduce hunger in Alabama. The purpose of this manual is to orient new agencies, new staff and/or volunteers of existing member agencies to the policies and responsibilities of membership with Montgomery Area Food Bank. By becoming a member of our network, you are joining a successful partnership dedicated to reducing hunger in our community. Montgomery Area Food Bank assists in the distribution of approximately 19 million pounds of food a year across 35 counties. Twelve of these counties are under our direct care and service. The remainder are serviced through four Partner Distribution offices in Auburn, Dothan, Selma and Tuscaloosa. If you have any questions or concerns about any of the policies in this manual, please feel free to contact me directly. Sincerely, Vicky Manley vickymanley@montgomeryareafoodbank.org Montgomery Area Food Bank Montgomery, Alabama Phone FAX Agency Referral Plea Food Bank 101 2

3 MONTGOMERY AREA FOOD BANK 521 Trade Center Street Montgomery, Alabama FAX Website: Facebook: Montgomery Area Food Bank In order to insure that all of our agencies have a clear understanding of the requirements governing the usage of goods received from the Food Bank, we have outlined the following rules that must be followed in the distribution of any products, food items, or non-food items from the Food Bank. 1. Items must not be sold, swapped, or bartered to anyone under any circumstances. This includes sale in thrift stores, flea markets, bazaars or any events in which items would change hands for money or goods. 2. Items must not be given as payment or reward for any kind of services. This includes volunteers who help to transport, sort, store, package or distribute goods. 3. Agencies must not require contributions from food recipients nor charge recipients a membership fee that is related to the distribution of items supplied by the food bank. 4. Agencies must not require food recipients to attend worship services, classes, etc. as a condition for receiving Food Bank food. 5. Food Bank goods are intended to be free and for people in need. Under normal circumstances, food cannot be used for children s meals in any child-care, day care or school facility, which charges a fee. If your agency has special circumstances, please see an Agency Relations staff person to discuss it. 6. Food must not be used for consumption by any agency (church, charitable, or service organization) for social or fund raising events or group meals that are not for the purpose of feeding those in need. 7. Agencies should be mindful of those who come to them for assistance and their right to privacy. It is more important to help the hungry than to try too hard to weed out the few who are trying to take advantage of their kindness. For more guidance on this, read page 9 of this booklet. 8. Any loss by theft, fire or other mishap must be reported to the Food Bank. 9. Failure to comply with these rules jeopardizes both the Food Bank system and our generous contributors. We will be forced to disassociate ourselves from those that do not abide by these established rules. 10. Obtaining food under false pretense or for fraudulent purpose is in violation of the criminal code of the State of Alabama. 3

4 Montgomery Area Food Bank Religious Proselytizing Policy Montgomery Area Food Bank s mission is to end hunger, not to promote any religious or political affiliation. Since many of our partner agencies are churches, synagogues, and other religious entities, it would be unreasonable for the Food Bank to assume that these agencies will provide their hunger relief services without some degree of religious activity. However, proselytizing MUST NOT be discriminatory or onerous (burdensome or time-consuming) to the client. It is clearly stated in the Agency Letter of Agreement that the Food Bank s food must be free to the client without any requirement of payment or action from the client. If an agency requires a client to participate in an event or a service, it is the same as requiring a client to pay for the food with the client s time. Another issue with proselytizing is that clients coming to receive emergency food are in a vulnerable position and may feel pressured to participate. The Food Bank wants clients that are served by us and our agencies to feel safe and welcome, not pressured, when receiving their food. Therefore, Food Bank agencies may NOT require clients or recipients to participate in any religious activity before receiving food. All distribution of food boxes, congregate meals, snacks, etc. must be concluded before any religious service or activity commences. The client must be allowed to come and pick up their food box/sack or eat their meal and leave without participating in any service or activity. Food recipients must be able to leave with the food or eat the food and then leave before having to listen to a sermon or religious teaching. In other words, all clients must be free to leave the premises before any religious or political activity begins. Agencies distributing USDA TEFAP commodity food products must NOT have ANY degree of religious or political activity, including prayer, involved with food distribution. Religious/political activity and commodity food distribution CANNOT occur as consecutive activities on the same day unless there is a minimum of one (1) hour separating these activities. It is strongly recommended that these activities not occur on the same day. Food recipients must not feel that participation in a political/religious activity is a requirement for receiving food, and must not feel as if they are being coerced or pressured into attending any religious or political activity prior to a food distribution, or staying for such an activity after the food distribution. ****************************************************************************** Alternately, this is a short version: Food Bank goods are intended to be free and for people in need. Agencies must not require food recipients to attend worship services, classes, etc. as a condition for receiving Food Bank food. 4

5 All agencies will be required to adhere to the following policies: DO:...have a valid address that is checked daily. All agencies MUST give us an address. Information sharing and communication will be done electronically....provide direct service to the hungry, low income, or underserved population. distribute food to those in need, ill, children and seniors....serve all clients as respected colleagues or guests. distribute food to clients free of charge with absolutely no conditions levied, implied, or exchanged....refer clients to other agencies or other sources of assistance when they have a need you cannot meet. DO NOT:...redistribute product to other non-profit entities....sell or use product from the Food Bank in exchange for money, property, or services....use product from the Food Bank for fundraising....solicit donations of any kind from your clients..make it difficult or embarrassing for individuals who are seeking help. Only those authorized in writing by your Agency Pastor or Director may shop and pickup orders. Each agency is allowed up to 6 authorized shoppers (except in unusual circumstances and must be approved) Adding a person s name to the shopper s list must be done in writing by the Agency Director. Forms available on-line. Orientation for authorized shoppers is the 2nd Friday of each month, 9:00-11:00 A.M. (No class in December). The class is free. You must call and sign up to attend the class. No children allowed at this meeting. Food Bank Food MAY be used: When feeding a group of people where over 51% fit the poverty level criteria, it is ok to use Food Bank food for the meal. Special meals prepared by agencies for the hungry during the holidays also qualify. A meal prepared at this time and advertised as a charity meal to help those less fortunate would not normally be attended by people who don t need the assistance. 5

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7 OK, you have finished the approval process, and you are ready to go to the Food Bank for the 1st time. You went to Orientation, but you just can t remember the exact process. Here are step-by-step instructions that will guide you through. Once you have shopped a few times, it will become very simple. 1. Make an appointment. 2. Place a pre-order if you need to. 3. Show up on time. 4. Shop for your food. 5. Take food back to your agency. 6. Feed the hungry! Of course, there is a little bit more to it than that. This book will take each step and expand on how to accomplish it with as little fuss as possible. If a question occurs to you that is not answered here, please do not hesitate to call Vicky or Gretchen at the food bank. We are here to serve! Let s go into a little more detail with the steps above! 1. Make an Appointment You MUST make an appointment to shop. You may call MAFB any time between 7:00 A.M. and 4:00 P.M. Monday-Friday. Anyone who answers the phone can help you make an appointment. During holiday seasons such as 4th of July, Thanksgiving, and Christmas the appointments fill up QUICK. Plan as far ahead as you can, and make appointments well in advance. You have a much better chance to get what you need by shopping several times than you will if you wait till the last minute and try to get in one big shopping trip. Regular appointments can be made at anytime. If you are going to place a pre-order, you must allow for a minimum of 3 business days between the time the order was placed, and the day of the appointment. This allows our warehouse staff adequate time to pull the order and have it ready for you.. If you have other programs in addition to being a part of the Senior Supplement Program, you will need to set a separate appointment to shop for Senior Supplement boxes. Our appointment schedule is set up as follows: Monday - Thursday: 7:00, 8:00, 9:00, 10:00-4 appointments per hour 1:00-10 appointments available NO SHOPPING ON FRIDAY 7

8 2. Place a pre-order (if you need to)! A pre-order is not required in order to shop. It is, however, the best way to take advantage of all the products available at the food bank. The products that are available for pre-order can be viewed on our web-site at any time, and are up-dated regularly. We can fax the list to you upon request. PLEASE NOTE: *ALL FOOD AVAILABLE FOR PRE-ORDER ARE IN CASE LOTS ONLY* *WE CANNOT PULL OR SAVE PERISHABLE ITEMS (FROZEN OR COOLER ITEMS)* Pre-orders can be: Faxed in OR Sent as an attachment in an to: orders@montgomeryareafoodbank.org Placing a pre-order gives you a well rounded order because you will have selection of all things that we have to offer (to include the Market Spot, freezer, & cooler items when you come to shop). If you do not have time or do not wish to place an order you can call and make an appointment to shop the Market Spot, Cooler & Freezer only. This option is great for a quick visit to pickup for a special event or an emergency situation. 3. Show up for your appointment Only 2 shoppers per agency allowed in the Market Spot. BE ON TIME! If you are going to miss your appointment or be late, please notify us. If you are going to be more than 15 minutes late, you must reschedule. The Market Spot system is well tuned, and it depends on everyone doing their part to keep things moving along. When you get to the Food Bank, go in the entrance that you went through during orientation, the Samuel L. Schloss Agency Service Center. DON T FORGET TO TAKE A NUMBER! When you have your number, take a seat, wait for Jo Ann to call your number. Once she has your paperwork in order, she will give you what you need, and you can go on into the Market Spot. Give your paperwork to the Customer Service Desk (Daryl). Make sure you get everything you need from the dry area and from the cooler while you are there. Once you leave, there is no returning! This allows our guys the time to re-stock the shelves for the next batch of appointments, giving those agencies equal access to what is available at that time. Follow this sequence when shopping: 1. Order freezer items. 2. Shop the dry area. 3. Proceed to the cooler. When you are finished shopping in the cooler it is time for weigh in. PLEASE NOTE: After visiting the cooler there is no more shopping. 5. Once all items are weighed and recorded, return to Jo Ann to check out. 6. Payment is due at this time. Agency checks are preferred. Money orders are accepted WITH CONDITIONS. We cannot accept cash. We cannot accept debit or credit cards. If it is difficult for your agency to get a signed check, ask Jo Ann about setting up a charge account. 8

9 Now, it is time to load your vehicle. Be sure to check off the products on your invoice as they are being loaded. Once everything is loaded sign the invoice. By putting your name on the invoice you are stating that you received EVERYTHING you were supposed to have. *******Do NOT sign until you have checked to make sure your order is complete. ******* 4. Off you go to transport the food to your agency! Once you have arrived at the location where you store your food, you will need another signature on your invoice. This signature can be anyone s except yours. This is very important because it confirms that the food was delivered to the agency location. (Later, when we do a monitor on your agency, these 2nd signatures are one of the things we check for.) 5. Fulfill your mission Make sure you have all your forms ready to go, and that everyone participating understands exactly what their responsibilities are. Be clear about the importance of treating everyone with respect. This mission, feeding the hungry, is not one to be approached lightly. You play an important role in our mutual desire to end hunger. As an agency, you are the hope that our mission can be fulfilled. SHARED MAINTENANCE FEE In accordance with Feeding America guidelines, our Partner Agencies contribute a Shared Maintenance FEE (SMF) based on the product they receive from us. SMF is a handling fee contributed to MAFB by our agencies to help pay the expenses of the services we provide. The amount contributed by each agency is based on the type and amount of the product received - but it is not payment for the product itself. The costs our agencies share are associated with soliciting, procuring, transporting, loading and unloading, storing, maintaining the integrity of, and distributing the product to our agencies - our operating costs. The MAFB must also maintain our facility, pay rent for additional needed warehouse space, staff and equip the food bank, and pay considerable utility costs required to operate large freezers and coolers. SMF also helps to defray a portion of these costs. So, when you communicate to others about how you share the cost of our partnership in reaching out to those in need, we ask that you not explain it by saying that you pay for or buy the food from the MAFB as this distorts the true reason for the SMF. 9

10 Explanation of the Eligibility Criteria Form (The 5 Tools to Help in Determining the Eligibility of Your Clients) Here are 5 tools for you to use in determining if the person seeking help is eligible to receive food and why. The form is a self-declaration statement to be signed by the client. The signature is all you need as affirmation that what your client has stated is true. Check stubs, bills, bank statements and all related materials are not necessary and are not required to be collected, viewed, or copied at client intake. Although intake of a new client presents an opportunity to get to know more about their situation, we are not judges or investigators. If a person says they need help, fills out the eligibility criteria form and signs it - that is all the information that the agency is required to gather. Period. 1. They are eligible to receive food stamps (SNAP). 2. They are eligible for aid to families with dependent children. 3. They are eligible for supplemental security income (SSI). 4. Income at or below the poverty level as indicated in the income chart. We use 130% of the poverty level. The chart is issued by USDA once a year. Be sure you are using the correct chart. They are dated and sent to you when they change. 5. Special circumstances. Explanation: Briefly, examples are fire, flood, injury, loss of job, extreme or ongoing medical needs, etc. *Special note for the 5 th and last criteria: * This is a client s safety net. Sometimes, people in special circumstances need help and may not fit into our guidelines for eligibility. Do we turn them away? NO! They may be experiencing problems at the time that are not typical. Examples given are just some of the instances when our help is really needed due to unforeseen misfortune. We need to help these people to the best of our ability, the same as anyone who does not have an adequate income. **Always remember Your mission is to HELP people not to find ways for NOT helping them.** *When do you ask for documentation? If you suspect that the client is abusing the system, getting food when they really do not need the assistance; going from agency to agency; selling the food they receive, etc., then you can refer to the clause in the Eligibility Form: Program officials may verify what I have certified to be true. THEN, you can ask for proof to qualify them. This is the exception not the norm. Last, but far from least: all agency programs must be handled by compassionate, kind, empathetic, and sympathetic people who want to help others. There is no room for helpers who are condescending or who embarrass potential clients. It is very hard to ask for help. Remember the Golden Rule at all times and practice it every day with every client. 10

11 A monitor is an on-site visit to your agency by an MAFB representative. We perform a monitor on each agency every 18 months. We will check: Your storage area (s) - 1. Invoices 4. USDA Inventory Records 2. Client Eligibility Forms, 5. Menus 3. Temperature Records 6. All Storage Areas 7. Programs Update The food must be off of the floor, and stored in cabinets, on shelves, tables, or pallets. Area must be clean, dry, rodent and insect free. Cleaning supplies and toxic substances may NOT be stored with the food. Food storage area must be secure. The next pages are forms, along with instructions for filling them in properly. We do not require you to use our forms as long as the form you use includes the same information we request. Also, forms MUST include this non-discrimination statement: No person shall be denied access to donated product on the basis of color, national origin, sex, age, or disability. The copies in this book are simply a sample. To make good, clean copies of these forms as you need to go to the MAFB web site, and print them: Obtain a scale to weigh the number of pounds issued to each recipient. A simple bathroom scale will do just fine. 1. Fill out an Eligibility Criteria Form that documents: Name Address Telephone number Number in family Number of pounds issued Their signature 2. Categorize their eligibility. If the household falls at or below the level in the chart corresponding to the number in the household, they are eligible to receive Food Bank Food. There are also other criteria, as well as your own judgment, that can be used to make sure those who ask for help receive it. Often temporary hardship can make it clear that they need assistance. The client s signature on the form releases the agency from any responsibility. 3. The Eligibility Criteria form needs to be filled out completely. A new form for each household needs to be filled out each July. If/when they return during that time-frame, you need only fill in the date, the total pounds given, and get them to sign on the Listing sheet. 11

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14 The next two forms are to be used for on-site feeding and for mass give-away events. The on-site feeding forms can be used by agencies that care for individuals who are in a permanent residential home, or for those who are only there during the day, and return home in the evening. The same form is used for either program. On-site feeding programs are not required to obtain individual information on the people who eat there. Generally, able-bodied, working individuals who do not qualify for food assistance don t stand in line to get food from a soup kitchen. Seniors who qualify for Meals on Wheels automatically qualify. On site-feeding programs need to keep records of the following: Date food is served What food was prepared Number of People Served at each meal Which of the foods consumed came from the food bank TIPS The proven method for providing this information is through menus. A record of food served daily that includes the above information is easy to keep. Make at least enough copies of the menu form for a month, punch holes in it, and store in a loose leaf notebook. Keep the notebook in the kitchen, or somewhere handy to the food preparation area. Make entries after each meal. If you wait till later, you will forget what was served. Once a week have a back-up checker make sure the records have been kept up to date. 14

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16 MASS GIVE AWAY FORM There are some situations where large groups of people would make it difficult to have eligibility forms filled out. For these occasions we offer the Mass Give Away Form Use this form ONLY during these circumstances: One-time distributions. Mass Give-Away When all items are the same or weigh the same. Off-site distribution of product. 16

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19 The following form is to be used for USDA inventory ONLY! USDA Inventory needs to be done once per month. When you store your food, it will help if you keep your USDA products together in the same area. USDA Product comes in case-lots only, so if you arrange the cases on the shelf in a way that makes it easy to see how many you have, inventory will be a breeze. Remember, you count FULL cases ONLY. Once a case has been opened, and even a single item removed, it is no longer counted into your inventory. Make sure you keep these records. We will be checking them when we come for a monitor. How to fill out the USDA Physical Inventory Sheet TIP - After each shopping visit check your invoice for USDA items. The name of the product, such as corn or ground beef. How many cases are you starting the month with? How many more cases did you get from the Food Bank this month? Add Columns 2 and 3 together. In other words, how many cases do you have altogether after shopping? How many cases did you distribute? How many do you have left at the end of the month? *When you start next month s inventory sheet, transfer this to Column 2. It is what you have left at the end of the month, so it will always be the number you start next month out with.* 19

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21 During Orientation you will be given information on safe food handling to carry back to your agency. Make sure everyone who participates in your food ministry has a chance to read and understand it. You are free to make copies and give it out as you need to. The temperature record is what you should be using to record the temperature in the different storage areas you use, including: Dry storage area Refrigerator Freezer 21

22 Temperatures MUST be checked regularly. We ask that each day when someone is present they take a few moments to document the temperatures. The Temperature Log can be posted nearby for easy access. Ø Frozen foods should be kept at a temperature of 0 or below. Ø Refrigerated foods should be kept at a temperature range of 35 to 42. Ø Dry storage areas should be kept at a temperature range of F. o Temperature should be measured by thermometers in all three of these areas and properly maintained. Tips an agency cannot control dry storage temperatures, especially in the warm months of the year, then care should be taken NOT to store perishable foods during these times. Once procured, they should be distributed quickly. o Canned food will fare better and not be affected much by moderately warm temperatures, but grains will be greatly and negatively affected by periods of exposure to temperatures greater than

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24 Our programs are diversified in the structure, but each one gets the food directly to those in need at no cost to them and with no strings attached. 1. Our largest distribution program is the Emergency On-Site Food Pantry. A partner agency such as a church or other non-profit 501(C)(3) provides accommodations within their establishment to store and distribute the food they receive from us to those needy individuals and families who come to them for assistance. 2. Our second program is the Senior Supplement Program. For $100 a year, an elderly citizen receives a box each month, weighing pounds, filled with nutritious food carefully packed with the special needs of seniors in mind. November and December boxes include extra food especially selected for holiday meals. 3. The third program we offer is our Mobile Pantry Program. A mobile pantry is deisgned to distribute a truckload of nutritious product directly to the disadvantaged residents in a neighborhood chosen by the sponsoring agency. One Mobile Pantry will generously assist roughly 150 families with pounds of product each. Our Mobile Pantries are becoming a primary means of expanding our outreach into rural and historically underserved areas. 4. Our Exercise, Nutrition, and Diet (E.N.D.) Program. These free seminars are offered to our partner agencies as an added outreach to those they assist with food needs. By educating adults and children in small ways - things like how to read a label, what a portion size is, as well as basic information on nutrition and how to incorporate exercise into their busy lives - we believe we are encouraging them to lead healthier and happier lives. 5. We provide food for Meals-on-Wheels Programs. Partner agencies prepare hot meals and, through the efforts of volunteers, deliver those meals to needy, homebound, elderly, and disabled people. 6. We provide food for On-site Feeding Programs. Partner agencies prepare meals, including holiday meals, at their establishments for the homeless and greatly disadvantaged. Program Name Contact Info On-Site Food Pantry Vicky Manley vickymanley@montgomeryareafoodbank.org Senior Supplement Gretchen Kindrick gretchenkindrick@montgomeryareafoodbank.org Mobile Pantry Jolene Kearns jolenekearns@montgomeryareafoodbank.org E.N.D. Program Gretchen Kindrick gretchenkindrick@montgomeryareafoodbank.org OR, you may contact any one of the individuals above at MAFB:

25 Your volunteers and those who work in your agency are your greatest assets. The agency could not function without them. We encourage you to find each individual s strengths, and place them into a job that uses those strengths. Some may be best at organizing the food and storage area, some may be good cooks, and some may be at their best when they are in direct contact with those who come to you for help. It is of utmost importance that those who work directly with food recipients are kind, compassionate, empathetic./sympathetic, and do not feel the need to judge. Our responsibility is to feed the hungry, and to do so with as much love as possible. The food bank has many who call and ask to volunteer their time to us, especially during Christmas and Thanksgiving. If you are planning an event that requires more volunteers than you have on hand, please contact the food bank. We may be able to help you round some up! The contact person for this program is: Teressa Millwood, , teressamillwood@montgomeryareafoodbank.org On a final note, we want to welcome you to the Montgomery Area Food Bank, Our mission would never be accomplished without you. On behalf of the Board of Directors and the staff, we are glad to have you on-board. This is YOUR food bank. We want to give you the best service possible to help you as you provide food for the hungry. If ever you are unhappy with our service, please feel free to let us know. We cannot make things right if we do not know that they are wrong. Make sure any guidelines you adopt apply equally to EVERYONE. Treat your clients with dignity and kindness. DO not judge them, and do not discriminate. When you give them food, give it unconditionally. 25

26 Parke Hinman - Executive Director David Fata Deputy Director Kathy Cope Business Manager/Accountant Jolene Kearns Programs Development Manager Cheri O Dell Human Resources/Compliance Manager Vicky Manley Agency Relations Coordinator/IT Support Jo Ann Russell Agency Service Coordinator/Inventory Assistant Al Bloom Communications & Grant Supervisor Teressa Vigneault Millwood Fund/Food Drives & Volunteer Coordinator Gretchen Kindrick Programs & Publications Coordinator Sara Powell Food Solicitor Yumicka Smith- Direct Mail & Donor Relations Coordinator Brooke Ream Accounting Assistant Anastasia Papastefan Receptionist/Nutrition Asst. Ashley Moody Grant Writer Ruby Brown Cook (Part time) Carey Welch Warehouse Manager John Foster Assistant Warehouse Manager Tom Carmony Receiving/Inventory Supervisor Daryl Bradford Warehouse Customer Service Supervisor Felix Snell Salvage/Quality Assurance Coordinator Tony Haigler Warehouse Janitor/Maintenance Custodian Anthony Dallas Cooler Coordinator Keon Palmer Freezer Coordinator Eddie Greene Inventory Management Control Coordinator Willie McQueen Warehouse/Customer Service Assistant Edward Patterson Driver/Warehouse Asst. Robert Bob Lohman Driver/Warehouse Asst. Cedric Jackson Transportation Supervisor Javis Wilson Driver/Warehouse Asst. Wayne Thornton Driver/Warehouse Asst. Updated May 20,

27 THE EMERGENCY FOOD ASSISTANCE PROGRAM (TEFAP) ALABAMA CIVIL RIGHTS INFORMATION -- ANNUAL UPDATE Information on FNS Instruction 113-1, Civil Rights Compliance and Requirements - Nutrition Program and Activities, which applies to programs administered by the Alabama State Department of Education - Food Distribution Programs. Designated contact person at USDA SERO for Civil Rights complaints is Sherry Daigre, Sherry.Daigre@fns.usda.gov, (404) Please have this information and maintain in a readily accessible place so you can refer to it as needed. The Food Distribution Program staff is required to provide training to our Recipient Agencies and state staff concerning Civil Rights laws, regulations, etc. annually. State Agency, Recipient Agencies, sites, sub-distributors, etc. serving the public, must prominently display the ''And Justice for AII'' poster in a conspicuous location and include the Civil Rights statement on all written materials, posters, web sites, applications for benefits, provided to the public. In accordance with Federal law and U.S. Department of Agriculture policy, institutions are prohibited from discriminating on the basis of race, color, national origin, sex, age, or disability. To file a complaint, write USDA, Director, Office of Civil Rights, 1400 Independence Ave., SW, Washington DC , or call (voice) or (TTY). USDA is an equal opportunity provider. Only complaints alleging discrimination based on one of the protected classes (race, color, origin, sex, age, or disability) is considered a CR complaint. Handling of CR complaints: Complaints may be filed verbally or in writing. lf verbally, person taking the complaint should obtain and write down all pertinent/necessary information provided by the complainant. Complaint must be forwarded to USDA SERO, Office of Civil Rights, within 3 days, as required. Attached is a copy of the sample complaint form provided to the RAs, which may be used for this purpose or as a guide for obtaining the necessary information. Religion is not considered a protected class for the Food Distribution Program or TEFAP. Complaints alleging discrimination based on religion, requiring attendance or participation in religious service, reading religious books, asking client's religious affiliation, etc., must be treated as program'' complaints. Anyone in the Food Distribution office receiving a complaint alleging discrimination of any kind: Write down all the information and send immediately, via a-mail, to the Administrator of the Food Distribution Program with a copy to Mr. Perry W. Fulton, Child Nutrition Program Director. Comprehensive Review: The review and review form must help determine: Whether potentially eligible persons and households have an equal opportunity to participate in the program. Whether offices are displaying the USDA ''And Justice for All'' poster in a conspicuous location. lf nondiscrimination statement is included on all printed materials, i.e., application, pamphlets, forms, web site, etc., and if graphic materials reflect inclusiveness based on race, color, national origin, age, sex, and disability. Whether program information is being made available to potentially eligible persons, program applicants, and participants; and to other organizations that may assist local agency in reaching potentially eligible populations. 27

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30 It isn t news to anyone that times are tough. With that being said, we are asking more agencies to join our list of referral agencies for both Food Pantries and On-Site-Feeding Programs. Even those of you who only cook a meal at Thanksgiving and Christmas. When someone calls MAFB looking for food assistance, we ask them for their zip code, and try to refer them to someone who is not too far away. After all, if money is tight for food, it is certainly tight for gas. Unfortunately, we do not have agencies in every zip code, OR the agencies in that zip code are not part of our referral service. When that happens, we are forced to expand our referrals to agencies who are further away. Unfortunately, it also means that we are wearing out those agencies who are on our list. If your agency is not on the referral list, we need for you to SERIOUSLY consider pitching in and helping out. Connecting hungry people and families with an agency that can feed them is one of the most important things we do on a daily basis. We get calls from people who are lonely, and are just looking for a place to go and eat a meal with others. Others are struggling with the added stress that comes with the making ends meet stretch their limited dollars. Keep in mind, just like with any big job the more hands we have sharing the work, the lighter the load for everyone involved...but most important, the better we serve the people out there who need us. The other thing we need to ask of every single agency, regardless of whether you are on this list or not, whether you are an agency that has been with us since the beginning or are new, if you have changed your programs added something or stopped something unless you tell us we CANNOT know. If you are a referral agency, and stop feeding or distributing food, and we refer someone to you it is not a good thing when that person cannot get you or is turned away due to our lack of knowledge. Please complete this form and return it to us. We need to be CLEAR about your current programs. SO PLEASE COMMUNICATE WITH US. We want MAFB to be the best we can be, but we cannot achieve that goal without the cooperation of YOU, our agencies. 30

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32 Recently one of our individual donors asked that she be removed from our mailing list. Written on the envelope she sent back to us were the words: I will be giving to the (name with-held) Food Pantry, since they have to buy the food from you. Please remove my name from your list. When I was shown the note, it made me sad. When we say that every donation, large or small is important to us, we truly mean it. We know that any success is the result of loyal supporters who have stayed with us through thick and thin. This misunderstanding made me realize that the time had come to be pro-active. It is very important to us that our donors KNOW we are good stewards with everything that has been entrusted to us. Clarifying how the food bank operates seemed like a good place to start. Where does our food come from? Where does our funding come from? Why do we need funding? Do agencies really buy the food from MAFB? How Does the food get to the hungry? While it is true that MAFB is a large operation, and that the inner workings are very complicated, the very basic system of operation is quite simple. And, though we see what we do as a mission, the food bank MUST be run like a business. The main difference being, our primary concern is not with making a profit. The MOST COMMON misconception we run across is that all of the food we distribute is donated to us. In reality, our food comes from many sources (see graph below). While it is true that the generosity of individual people is extremely important, it would be impossible for their donations alone to provide enough food. Though it does not account for a large portion of the product we distribute, we even have to purchase food. This purchased product has a direct impact on the nutritional quality of the food we distribute % 14.17% 1.83% 4.23% 4.09% 28.59% 3.62% Store Donation National Donors Food Drives Purchased Products Other Food Banks USDA Other 32

33 Our financial support comes from a variety of resources personal donations, grants, fund raising (our direct mail campaign) being some our largest contributors. However, as you can see from the next graph, our largest source of income by far, comes from the Shared Maintenance Fee, or SMF. The SMF is the origin of the misunderstanding mentioned earlier. That misunderstanding resulted in that donor asking to be removed from our mailing list. When we lose even an individual donor, we lose more than just financial support. Financial donations are accompanied by encouragement and motivation. We know that even $1.00 comes from someone who believes in our mission SMF General Public/Grants Fund raising (Direct Mail) USDA/FEMA CFC/SCC* Equipment donations Other 44.00% 22.00% 20.00% 7.00% 3.20% 2.00% 1.80% Partner agencies of food banks across the nation who are part of the Feeding America network contribute a Shared Maintenance Fee (SMF). The SMF helps pay for a portion of the expenses that are a result of the services we provide. The amount contributed is based on the type and amount of the product received, but is not payment for the product itself. The costs we are asking our agencies to share are associated with soliciting, procuring, transporting, loading and unloading, storing, maintaining the integrity of and distributing the product to our agencies. We also maintain our facility, pay our staff and equip the food bank, and pay the considerable utility costs. (The electric bill alone would bring you to your knees!) The SMF helps to defray a portion of these costs. 33

34 Our primary purpose, as a food bank, is to put food on the tables of those in our service area that are hungry. Sounds simple enough, right? While feeding a few people on your block can get complicated. consider what is required to feed 35 counties representing over ½ the State of Alabama? Though those of us who work at MAFB see what we do as a mission. The size of the operation requires that it is run as a business. However keep in mind, we are a NON-PROFIT! So, other than purchasing food, why do we even need funding? There is an expression that reveals a great truth: Free Food Isn t Free. While our food is ALWAYS completely free to the hungry, in reality, NOTHING is free. No matter how small (or large) the cost, somewhere down the line, someone has to pay. If one can of soup is donated by an individual donor, they had to buy the soup somewhere. If the food came from a store, the store had to buy the food. If the food came from the USDA, they too paid for the food. So why should agencies and churches even bother with getting food from a food bank? After all, they do pay the SMF so they are still having to spend money! Well... CONSIDER THE FOLLOWING EXAMPLE: You are part of a church or a non-profit organization that has been distributing food in a poverty stricken area. Your programs include an emergency food pantry, a monthly food distribution, and you cook a meal for the homeless one day per week. Your church has budgeted $250/month for this mission. By going to local whole-sale outlets, and at a cost of approximately $1.66/pound, you are able to purchase approximately 150 pounds of food or enough provide 150 meals. One of your members hears about MAFB, and after looking into the opportunity, you decide to partner with the food bank. Even at your maximum cost of 18 cents/lb., the number of meals you are now able to provide has grown from 150 to a minimum of 1,388. You are able to increase your food distributions to twice per month (and provide more food for more families at each distribution). You are also able to increase the meals for the homeless to twice per week. This is approximately 9 times the amount of food you have been distributing, or 9 times the number of people assisted. What it all boils down to is this: without the SMF, the MAFB would be much more limited in what we provide. Without the MAFB, r agencies would be much less effective and many more people would remain hungry. Our partnership is essential for both of us, but most assuredly, essential for the hungry people we serve. 34

35 LOCAL DONATIONS NATIONAL DONATIONS USDA OTHER FOOD BANKS MONTGOMERY AREA FOOD BANK PARTNER DISTRIBUTION ORGANIZATIONS PARTNER AGENCIES CLIENTS PARTNER AGENCIES Through our PDOs and partner agencies, MAFB distributed 22 million pounds of food for FY By being able to get their food from MAFB, instead of relying on purchased food, our partner agencies throughout those 35 counties realized savings right at $37,400,000. CLIENTS 35

36 USDA, Feeding America, and MAFB are equal opportunity providers, employers, and lenders. 36