Useful Food Bank Terms Golden Express How to Edit an Existing Order Online Ordering Deadlines Client Intake...

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1 2016 P A R T N E R A G E N C Y M A N U A L

2 Contents Welcome Partner Agency... 4 Our Mission... 4 Our Focus... 4 Our History... 5 A Closer Look at What We Do... 5 Outreach Programs... 6 The Master s Table... 6 BackPack Program... 6 Outreach Programs... 7 Senior Food Programs... 7 Mobile Food Pantry Program... 8 Becoming a Partner Agency... 9 Partner Agency Categories... 9 Training General Food Storage/Safety Guidelines Pest Control Food Handling Guidelines Transport of Refrigerated and Frozen Products Food Keeper Recalls: Good Samaritan Act Partner Agency Fees What is Shared Maintenance Fee (SMF)? Accounting Guidelines Returned Check Policy Understanding Your Invoice Grant Opportunities Agency Marketplace General Guidelines Georgia Agency Marketplace Guidelines South Carolina Agency Marketplace Guidelines Warehouse Policy... 21

3 Useful Food Bank Terms Golden Express How to Edit an Existing Order Online Ordering Deadlines Client Intake Client Eligibility Annual Site Review (Monitoring) Suspension Policy Termination Policy Monthly Reporting Recertification Outreach Services Staff Addendum A Partner Agency Agreement Addendum B Partner Agency Statement of Release Addendum C Food Safety Compliance: Transporting Guidelines At-A-Glance Keep food at safe temperatures in unrefrigerated vehicles Prevent contamination:... 40

4 Welcome Partner Agency Welcome to the Golden Harvest Food Bank! Golden Harvest is committed to its mission of Feeding Lives Together. By becoming a partner agency you are instrumental in our efforts and we look forward to a strong partnership to serve people in need throughout our 30 county service area. Golden Harvest Food Bank is a proud member of Feeding America National Network of Food Banks and we are excited that you have joined in our efforts to make a difference in the community. Our Mission Golden Harvest Food Bank is a volunteer-driven, non-profit organization that provides quality food and other grocery products to those in need. We do this with local community support through direct service programs, food pantries, and community education about hunger. Our Focus Faith Our faith in the Gospel of Jesus Christ compels us to feed the hungry, and that task unites us with people of every race and creed in a work of love, self-sacrifice, and service. Food Providing food to families in need throughout our service area is what we are called to do. Since 1982, we have provided over 242 million pounds of food to those in need. Friends We depend on our friends to assist in our efforts. Our volunteers, donors, retailers, partner agencies, and everyone who supports us in our mission are our friends and we could not do this without you. Funds Being a non-profit organization we depend on donations and grants to be able to provide this service to the community. Through much prayer and solicitation we have been able to continue in our effort of feeding the hungry. Fun We believe in having fun. Creating an atmosphere of love and support is how we are able to persist through challenges that arise. Our staff here at Golden Harvest Food Bank is committed to creating a fun and welcoming environment to everyone who enters our doors.

5 Our History Golden Harvest Food Bank was founded in 1982 by a group of concerned citizens in Augusta, GA. Golden Harvest Food Bank now provides emergency food supplies to a territory covering 13,863 square miles, and has distributed in excess of 242 million pounds of food since its founding. A proud member of Feeding America, the national food bank network, Golden Harvest is a 501(c) 3 nonprofit organization that operates warehouse distribution sites in Augusta, GA, Aiken, SC. and Anderson, SC. The Food Bank supports regional network of hunger relief agencies, including emergency food pantries, shelters, rehabilitation centers, soup kitchens and youth programs. In addition, we provide food through our direct service programs to include our Master s Table Soup Kitchen, Senior Food Program, BackPack Program and the Mobile Food Pantry Program. A Closer Look at What We Do The Golden Harvest Food Bank is a faith-based non-profit organization. We are a distribution center that provides means to collect, sort and distribute food. We purchase and receive donated food from corporate donors, state and federal organizations, retailers and food drives. In addition, as a member of Feeding America, we are able to take advantage of opportunity purchases and make available items at a lower cost than purchasing retail. Food is transported to our locations in Augusta, Aiken, and Anderson where it is sorted, stored and distributed. Our partner agencies order and pickup the food from our warehouses. We also deliver to rural and local partner agencies. The agencies provide food through hunger-relief programs to feed those in need in our community. We partner with over 300 agencies throughout our 30 county service area. We are pleased to provide service to the following counties: Abbeville, Aiken, Allendale, Anderson, Bamberg, Barnwell, Burke, Columbia, Edgefield, Elbert, Emanuel, Glascock, Greene, Greenwood, Hancock, Jefferson, Jenkins, Johnson, Lincoln, McCormick, McDuffie, Oconee, Pickens, Putnam, Richmond, Screven, Taliaferro, Warren, Washington, & Wilkes.

6 Outreach Programs The Master s Table Golden Harvest Food Bank owns and operates a soup kitchen in Downtown Augusta that serves the hungry and homeless of our community. In 1982, in response to an overwhelming need in the area, Golden Harvest founded The Master s Table as its first outreach program. The Master's Table staff, with the help of many volunteers cooks, prepare and serve a free, noontime meal to men, women and children 365 days a year. In addition to providing a daily nutritious meal, The Master's Table also helps by offering a place to gather for fellowship and provides information and references to other local assistance, resources and programs. The Master s Table is a state-of-the-art facility with a full commercial kitchen, dining hall, indoor and outdoor restrooms, and private counseling rooms. The building is nearly 5,000 sq ft, with a 3,000 sq ft courtyard. The property also has 4,000 sq ft of land for its vegetable garden. BackPack Program The BackPack Program meets the needs of children at risk of hunger by providing them with nutritious and easy-to-prepare food to take home on weekends and school vacations, when they do not have access to the free and reduced price school meals or their households may not have access to food. GHFB BackPack program is supported by private foundations, individual donors, civic groups and local businesses. Each year, staff of GHFB reapply and re-solicit donors for funds to keep the program going. If your organization would like to make a donation, please consider sponsoring a BackPack for just $5 per week ($20/per month). For more information, contact our BackPack Coordinator Kimberly Jackson at (706) ext. 216 or kjackson@goldenharvest.org.

7 Outreach Programs Senior Food Programs The Commodity Supplemental Food Program (CSFP)-is a USDA Nutrition program providing monthly nutrition education and nutritious food to income eligible Seniors over age 60. The program is limited to Allendale, Bamberg, Barnwell, Edgefield, Greenwood and McCormick Counties in Golden Harvest service area. The program is administered at the federal level by the U.S. Department of Agriculture s Food Nutrition Services. Golden Harvest works with partner agencies and CSFP to improve the health of more than 500 senior citizens, age 60 and older, by providing them access to nutritious, healthy USDA commodity foods. The Senior Food Box Program -Adequate nutrition is very important for Senior Citizens to ensure active, healthy lifestyles. Unfortunately, many seniors are forced to make difficult, but unavoidable choices such as whether to purchase medication, pay for housing and/or utilities. Senior Food Box a program of Golden Harvest Food Bank focuses on meeting the needs of hungry Senior Citizens throughout our 30 counties. Golden Harvest works with non-profit and government agencies to help identify those seniors in need and provide them with a monthly box to supplement their monthly food needs. Through joint efforts of area partners GHFB is also able to provide home bound deliveries on a case by case basis. If your organization is interested in donating to the Senior Program, please consider sponsoring a senior for just $15 a month ($180/per year). For more information, contact our Senior Programs Manager Linda Coleman-Wright at (706) ext. 208 or lwright@goldenharvest.org.

8 Mobile Food Pantry Program Golden Harvest Food Bank works diligently to provide food to the hungry throughout its 30 county service territory in Georgia and South Carolina. Serving families in need is made more difficult in parts of our largely rural territory because no permanent ministries like food pantries and direct service programs are available. Every quarter, Golden Harvest sends out Mobile Food Pantries to areas in our service territory that do not have enough access to supplementary food. Typically, the Mobile Food Pantries carry 5,000-10,000 pounds of food and have a mixture of fresh produce and non-perishable items. Each delivery provides up to 200 individuals or families with pounds of free food.

9 Becoming a Partner Agency In order to be a Golden Harvest Food Bank Partner Agency, the agency must meet the requirements set forth by Feeding America, IRS and GHFB guidelines. All partners must agree to the guidelines provided through this manual and any trainings conducted by Golden Harvest Food Bank. To assure compliance and accountability, GHFB has an application process for organization seeking partnership. To partner with GHFB an agency must: Meet 501(c)3 or equivalent status Pass an initial physical site inspection Complete a GHFB application Submit $50 application fee Attend mandatory orientation class Partner Agency Categories Food Pantry Soup Kitchen Shelter Rehabilitation Center After-School Program Other An agency that distributes non-prepared foods and other grocery products to the ill, needy, or infants, who then prepare and use these items where they live. Food is distributed on a short-term or emergency basis until clients are able to meet their food needs. A program that provides prepared meals on-site to clients in need who do not reside at the agency s premises. (Emergency Shelter, Homeless Shelter) A charitable program whose primary purpose is to provide shelter or housing on a short-term or temporary basis to needy clients and typically serves one or more meals a day. On-site programs specializing in a specific area in regard to client needs. Examples are substance abuse recovery houses, homes for people with mental disabilities, and facilities for troubled youth. Clients live on-site. A program where children are given hot meals and/or snacks after school. These agencies do not fall into the above categories. Whether or not these agencies become Food Bank partners will be handled on a case-by-case basis according to the guidelines set forth by Feeding America and GHFB.

10 Training We are here to help! Golden Harvest Food Bank extends our hands to help our Partner Agencies in any manner that we can. New Agency Training: This training is designed for new Partner Agencies. Transition 101: This training is for agencies that have internal changes in leadership. All agencies that have changes within their food pantry administration are required to attend this training. It is also available to existing agencies that are in need of a refresher course Workshops: GHFB provides workshops that are geared to empower our agencies. These workshops are impactful and usually cover a specific topic. It is an opportunity for partners to share best practices and tips to increasing their capacity to help meet the need of our communities. One on One Training: Perhaps your agency is in need of individual training and a large setting is intimidating. We will be happy to sit down with you and provide you with any training that is needed. However, this training is not designed to take the place of the required annual training. Required Annual Training: All Partner Agencies are required to attend training at least once a year. We generally offer these trainings in the fall. These trainings include, but are not limited to: Food Safety TEFAP Retail Donation Program At least one representative from your agency will need to attend the required annual trainings.

11 To maintain its quality all food obtained from Golden Harvest Food Bank must be stored at the proper temperatures in a clean environment. GHFB provides in depth training annually. Here are some of the key standards of food safety: General Food Storage/Safety Guidelines Store food at least 6 inches off the floor, 4 inches from the wall, and 2 ft. from the ceiling Maintain a cool, clean, dry, place for storing food The Partner Agency should rotate products at facility. Remember, FIFO (First In, First Out) Food must be stored in a locked and secure facility to protect against theft Food received from GHFB may NEVER be stored at a private residence and can only be kept at a GHFB approved location Store cleaning supplies in a separate area or on the bottom shelf to prevent contamination Do not stockpile products obtained from GHFB. All food and or non-food items should be distributed in a timely manner All freezers, coolers, and refrigerators must contain a thermometer Maintain adequate temperature control and logs. Temperatures should be checked weekly Baby food should be discarded after the expiration date Refrigerator should run at 40 degrees or below and freezer should run at 0 degrees or below Separate all applicable commodities GNAP, TEFAP, and Donated/Purchased goods Pest Control This should be administered at your agency at least twice a year. Pest control can be administered by the agency or by an outside vendor. Documentation of when the service was administered needs to be kept at the facility and will be reviewed during GHFB visits to the agency. Food Handling Guidelines Always wash your hands before, during and after handling food Use disposable gloves when appropriate. Change gloves when they get soiled or contaminated. Cover all cuts and use gloves If you are sick, please do not work with food No smoking, eating, or drinking in food storage and or prep area Please alert GHFB of any damaged product that is received. If the damaged contents exceed a case, your agency will receive like product or a credit for damaged items.

12 Transport of Refrigerated and Frozen Products Refrigerated and frozen food items must be transported in coolers with ice or cold packs to prevent thawing or spoilage. Another option is to cover refrigerated and frozen items with a freezer blanket. The freezer blanket will keep your cold items at safe temperatures if used properly. Agencies may also use a refrigerated vehicle to transport refrigerated or frozen items. Agencies must use one of the above methods to transport refrigerated and frozen items year round. Food Keeper Is a database provided by the Food Marketing Institute and gives users information on how long products can be kept before it is discarded: Recalls: Your agency should be prepared to handle a food recall or food safety issue. GHFB will notify our Partner Agencies via of recalls. Please check your inventory for products that are listed on the recall notice(s), post recall notice in an area visible to clients, and notify clients that may have received the product(s).

13 Good Samaritan Act The Federal Bill Emerson Good Samaritan Food Donation Act On October 1, 1996, President Clinton signed this act to encourage donation of food and grocery products to non-profit organizations for distribution to individuals in need. The Good Samaritan law protects citizens, businesses, volunteers, and nonprofit organizations that proceed in good faith to donate, recover, and distribute excess food. It limits liability to acts of gross negligence or intentional misconduct and, absent these, donors and others shall not be subject to civil and criminal liability arising from the nature, age, packaging, or condition of the seemingly wholesome food of the apparently fit grocery products received as a donation. The Good Samaritan Act is designed to encourage donations of food and grocery products by providing a uniform, national standard of liability for donations. In order to maintain compliance with this act, please contact the Foodbank immediately if food does not appear wholesome or fit for consumption due to age, freshness or if it shows signs of infestation.

14 Partner Agency Fees Application Fee: Agencies seeking partnership will be assessed a $50.00 application fee due prior to orientation. Recertification /Annual Fee: The annual membership fee is $ Agencies certified during the fiscal year, may receive a pro-rated fee based on the month that the application was approved. Returned Check Fee: A $35 returned check fee will be assessed to any checks that are returned to GHFB Restocking Fee: A restocking fee is assessed when an agency cancels an order or is unable to pick the order up in the time allotted. The.03 cents per lb. fee must be paid prior to placing any additional order. Shared Maintenance Fee (SMF): Fees that are incurred through the on-line ordering process or through the Agency Marketplace. What is Shared Maintenance Fee (SMF)? Shared maintenance fees (SMF) are a cost-effective way for agencies to access grocery product in volume by partially supporting the centralized product solicitation, administration, warehousing and distribution activities undertaken by Golden Harvest Food Bank (GHFB). SMF are charged by weight and are never related to the value of the product. For example, the fee per pound is the same for a case of Stouffer s frozen dinners as it is for a case of potato chips or breakfast cereal or toilet tissue. The average SMF per pound per FY2015 averaged.17 cents per lb. Why is it necessary? While 63% of the food Golden Harvest distributes is donated, we incur costs associated with every aspect of handling it. Everything from fuel in the truck, to keeping the food cold in the cooler is an expense. As partners of GHFB, our agencies offset some of the cost of receiving and distributing product through their participation in shared maintenance fees. Shared maintenance fees constitute less than 1% of the total operating costs to secure, store and distribute the millions of pounds of food that we handle each year. The majority of funds needed for the work we do are acquired from private donations and grants from the community, foundations and government programs. Our partner agencies share in the expense to distribute needed food throughout our 30 county service area.

15 Accounting Guidelines Golden Harvest Food Bank must be good stewards of the resources that are donated to us. We must also be fiscally responsible. Agencies must submit an agency check at the time of pick up and or delivery. Agencies requesting billing must submit a request to the Outreach Director for approval. o Be sure your agency shoppers deliver invoices to the person at the agency that is responsible for paying the bills. If you are picking up your order, you will receive an invoice after your vehicle is loaded. If your order is delivered to you, your invoice will be left with your agency representative. Payments must be on an agency check. Payments should reference both the agency number and the invoices number(s) being paid. Any invoices not paid after 60 days will result in the suspension of shopping privileges. Acceptable form of payment is an agency check. Cash, credit card, third party or personal checks will not be accepted. Please pay your account balance promptly. Accounts that are habitually past due could result in your agency being placed on probation. Agency statements are available upon request. Returned Check Policy Any agency with a return check will not have access to the on-line ordering system or be permitted to shop in the Agency Marketplace until the balance is paid in full. All return checks must be paid with a money order or cashiers check and must include a return check fee of $35. Agencies that have three returned checks in a 12 month period will be terminated.

16 Understanding Your Invoice Total Amount to Pay: This Invoice Amount: Product Charge: VAP or Freight Charge: This is the balance that needs to be paid and includes any outstanding invoices. This reflects the amount of the current invoice for the order that was shipped on 4/30/15 Reflects the shared maintenance fee for the items that were received with this order Reflects the cost of transporting your order. If your agency picks up the order, no VAP or Freight will be assessed. Note(s): If the total amount to pay is less than the invoice amount, you may have a grant or credit that has applied to your invoice. If the total amount to pay is more than the invoice amount, you have a previous invoice that has not been paid. If you have misplaced or overlooked an invoice, we will be happy to send you a copy. If you have sent in payment for the invoice in question, please check with your financial institution to ensure the check has cleared.

17 Grant Opportunities Golden Harvest Food Bank strives to support our Partner Agencies through various grant opportunities that come available, including the National Emergency Food and Shelter Program (EFSP) funding. Some grants target a specific service area, while others are available to all on a first come, first serve basis, throughout our 30 counties. All grants that become available to our Partner Agencies need to be spent within 6 months of receiving the grant award. There are exceptions to grants that are specific to capacity expansion in which case the funds will be spent within 30 days. We may ask our Partner Agencies to submit letters of thanks, statements of need, and or impact statements. We will provide templates for formatting any written materials requested. Below is an example of a grant that has been applied to an invoice.

18 Agency Marketplace General Guidelines SMF $ $0.19 Per Lb. GHFB Partner Agencies have access to assorted donated items in the Agency Marketplace. We have a marketplace in each of our distribution centers and they vary in product and operational guidelines. Below are general policies to make the most out of your shopping experience. For your safety, please respect all distribution center policies and safety regulations while at GHFB. Stay in designated areas as defined by markings. Only 2 shoppers per agency are permitted in the Agency Marketplace per visit Only shoppers that are listed on your agency account will be permitted to shop Children under 16 are not allowed in the Warehouse and please do not leave children or pets unattended in vehicles in the parking lot or loading zone Be courteous and polite to all other people in the Agency Marketplace Separate categories to ensure the correct amount is applied to the weight of your item(s) (Bringing your own boxes/bins will help immensely) Sign all invoices at the check out desk Payment is required at check out and must be on an Agency Check-we do not accept third party payments No smoking or eating is permitted in the Marketplace Please wear closed toed shoes during your shopping experience. For safety reasons, any shopper with open toed shoes will not be permitted to shop. Use proper lifting technique-remember to lift with your legs and NOT your back Please notify GHFB staff member immediately of any hazardous or unsanitary conditions PLEASE SEPARATE YOUR ITEMS INTO THESE CATEGORIES Item SMF* Item SMF* Bread $0.00 Pastry $ $0.04 Drinks $ $0.19 Dairy $0.08 Fresh Fruit $0.00- $0.19 Meat $0.19 Fresh Vegetables $0.00- $0.19 Non Food Items $0.19 * SMF subject to change

19 Georgia Agency Marketplace Guidelines Hours of Operation o Monday Friday 8:30 am 10:00 am & 1:00 pm 3:00 pm o Appointments are not required Agency shopping cards are required o Only shoppers that are listed on the agency account are permitted to shop in the Agency Marketplace Agency must have a separate check for the Agency Marketplace ADD-ON PROCESS (Only available in Augusta Agency Marketplace) Add-ons give our agencies an opportunity to choose items from our current inventory that may not have been available when they placed an order on-line. Add-ons are not designed to take the place of a warehouse order; therefore there are limits to the quantity that can be ordered at one time. All add-ons must accompany a warehouse and/or Agency Marketplace order. Agencies may select up to 10 items with a limit of 5 cases per item requested. Below are the steps to create an add-on: STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 Choose items from the shopping list Complete the add-on form entirely Place the add-on form in the black add-on tray Await your order to be pulled Sign your invoice

20 South Carolina Agency Marketplace Guidelines To allow all Agencies equal access to products, appointments are required for shopping in the Agency Marketplace. Shelf stable items are available in the Agency Marketplace in cases. Please do not open cases. If you need more information about a product in a case, please ask a Golden Harvest team member for assistance. All orders that are placed on-line include 30 minutes to shop in the Agency Marketplace. If your agency does not have an order, you will need to choose an appointment online to shop in the Agency Marketplace and select for the item number. Please arrive promptly for your scheduled appointment. All appointments are for 30 minute intervals and late arrivals will result in a shortened shopping opportunity. o For Example, if the appointment is at 2:00 pm, agencies will have until 2:3 0pm to shop in the Agency Marketplace. However, if the agency is late and arrives at 2:15 pm, the agency will only be able to shop until 2:30 pm. Aiken Appointments are available on: Tuesday, Wednesday, and Thursdays 8:30 am - 11:30 am & 1:30 pm - 2:30 pm *** Upstate Appointments are available on: Tuesday, Wednesday, and Thursdays 8:30 am - 11:30 am & 1:00 pm - 2:00 pm

21 Warehouse Policy We want to ensure that our agencies receive effective and efficient service while complying with all OSHA requirements. Please adhere to the following guidelines when visiting the Golden Harvest Food Bank. Upon arriving at the warehouse park your vehicle in the designated parking area Check in at the registration desk Your agency name will be called when your order is ready for the tech to load your vehicle Sign your invoice Pay with an agency check Golden Harvest Food Bank is a tobacco-free campus. Do not use tobacco products in the warehouse or anywhere in the building For your safety and the safety of our staff, please remain within the designated agency areas unless given permission by Foodbank personnel All persons entering the warehouse must wear a shirt and closed-toe shoes. No sandals or flip-flops are allowed. Forklift Loading Forklift loading of agency orders is available. Please make sure your vehicle is appropriate for forklift loading. If you are in doubt, please contact the Warehouse Manager to arrange an inspection of your vehicle. The Foodbank is not responsible for damage to agency vehicles incurred by forklift loading. Pick-Up Partner Agencies are responsible for the safe handling and transportation of all products received from Golden Harvest Food Bank or its affiliates. The Foodbank reserves the right to not allow an inappropriate vehicle to be loaded or depart from the warehouse. Failure to transport products in a clean, safe and responsible manner may result in suspension of your partnership. Delivery Delivery is available if there are open slots on the route. All deliveries must be pre-approved by the Outreach Director. Orders must be placed at a minimum of every 60 days and requires a minimum delivery of 1,000 lbs. Agencies are required to have volunteers and or staff to unload the products from the truck. Drivers are not required to assist with unloading.

22 Useful Food Bank Terms Assorted An array of products packed under the same category. The item may contain different brand names, sizes, etc. Bulk No inner packing of product.( i.e. Cookies, Bulk 10 lbs., means you will received a 10 pound case containing one large bag of cookies.) CSFP* Commodity Supplemental Food Program available to eligible agencies in select counties in South Carolina Donated Product that is acquired through private donations, food drives, and retail vendors. GNAP* Household Georgia Nutrition Assistance Program-Designated for GA agencies that serve children 17 & under. Person living at the same address, whether they are related or not. Invoice Purchased Product $$$$ Retail Donation Program* TEFAP* An itemized list of product picked up or delivered to an agency. The invoice also lists the total cost of the order. Product that is obtained in order to keep shelf stable and non-food items on hand in inventory when donated product is not readily available. Eligible agencies pick up items donated by GHFB s Retail Partners The Emergency Food Assistance Program-Commodities available to eligible agencies. SMF Shared Maintenance Fee USDA United States Department of Agriculture The TEFAP program is administered under this department. Prerequisites to participate in these programs

23 Golden Express Our Online Ordering System Please ensure that your order is placed in a timely manner. If you are experiencing difficulties placing your online order, please notify someone in the Outreach Department and we will be happy to assist you! Below follow the steps below to ensure your order has been completed. 1. Go to and click on Agency Zone then Online Ordering 2. Enter your agency number for the user name, your password, & program code followed by your agency number User Name: Password: change12 Program Code: 0005p 3. To see shopping list go to Order Options tab and click Shopping List

24 All items that are currently available will show on the shopping list. Be sure to add items to your cart before you go to the next page. The items you request will not automatically save, you must hit the add to cart icon 4. When finished shopping click on check out. 5. To finalize your order you will need to fill out the My Appointment box. a. In the My Appointment box choose Pickup if you are picking up from the warehouse or DELIVERY if your order is being delivered. All deliveries must be pre-approved. b. Click the calendar icon and click on the highlighted date. c. Click the clock icon and click on time. 6. When you are satisfied with order click on the Submit Cart icon.

25 A confirmation will appear that your order has been successfully submitted. 7. To go back and view orders that have been placed or to check the status of your order go to the Order Options tab and click on Order Management. 8. In Order Management you can check the status of an order, weight, total cost and will be able to reprint a copy of an invoice. Note: Your order has not been submitted to Golden Harvest until it shows up in Order Management. Please go back and check the status of your order to ensure your order has gone through and it has been acknowledged.

26 Status Codes: Draft: New Order: Sent to Food Bank: Acknowledged: Rejected: Released: Invoiced: Any order that has not been submitted A recent order has been created by your agency The order has been sent to Golden Harvest The order has been accepted and can be edited by your agency if necessary. Please note that when editing an existing order, this could affect the original order. Please contact us for assistance. The order has not been processed. Please contact Amanda Gaines (706) ext. 224 or your Outreach Coordinator for assistance. Your order is ready for pick-up or delivery The order has been picked up or delivered to your agency Note: *You must place your order by midnight Monday the week before you want to pick up your order. *All approved delivery orders are to be placed by midnight Monday the week before your designated delivery.

27 How to Edit an Existing Order Go to Order Management to check the status of your order. Acknowledged means you have the opportunity to make changes to your order. The pencil next to the reference number means you can edit your order. Click on the pencil. Before editing an order a warning message appears: Click ok. Add or delete items as needed. Submit your cart. You may continue to add or delete items using these steps as long as the pencil appears.

28 Online Ordering Deadlines Sunday Monday Tuesday Wednesday Thursday Friday Saturday Place your order no later than the Monday prior to the week you would like your order *You must place your order by midnight Monday the week before you want to pick up your order. *All approved delivery orders are to be placed by midnight Monday the week before your designated delivery. Missed Appointments Any agency that does not arrive at the scheduled date and time prepared to pickup their order will be temporarily suspended because of missed appointments. Agencies must notify Golden Harvest Food Bank via within 48 hours to reschedule the appointment in order to reactivate your status account. Any orders not picked up within 2 weeks (or before end of the month inventory) will be assessed a restocking fee. The restocking fee is.03 cents per pound. Agencies displaying a chronic pattern of missed appointments risk long term suspension or termination of partnership.

29 Client Intake Asking for help is difficult, especially when it is for something as basic and personal as feeding one s family. When they get to you, your clients will almost certainly be frightened, frustrated, and humiliated. The last thing you want to do is make them feel even worse. As your agency is striving to provide assistance to the client, please be mindful that the client may need additional food and is permitted to visit multiple agencies to receive food. This should not deter the service that your agency is providing. This section will look at what you can do to make sure your clients have a positive experience. Make your clients feel welcome Share additional resources that are available in the community During the interview process, be sure to offer assistance in completing the application and ask questions that are relevant to the client receiving food. o Name, Address, and Phone number (In case of a recall) o How many people in the household o How many over 60 years of age o How many under 18 years of age Client Eligibility All of our agencies will serve a client the first time requesting the I.D. only. If the client does not have an I.D., provide food assistance will still be provided. Any Non-TEFAP participating agency who desires to request additional information from the client may do so if they adhere to the following: Request approval of the desired form of documentation from the Golden Harvest Food Bank Outreach Team Once the desired checklist of acceptable items is approved, the agency must post this in an area that is visible to the client and state it on their answering service or via phone We reserve the right to approve or deny any document request IF we feel it to be discriminatory or unreasonable Note: Partner Agencies that request Social Security cards as a form of identification may not refuse service if the client does not want to provide it.

30 Annual Site Review (Monitoring) Every Partner Agency of the network is required to comply with an annual review by a GHFB staff member. These site reviews are required by Feeding America and our government partnerships. We For the health & safety of your client families, effective April 1, 2016 GHFB will begin ensuring that all frozen and perishable items are being transported in a method that will maintain proper food temperatures. When picking up Warehouse Orders or Utilizing the Agency Marketplace, our staff/volunteers will look for the following: Insulated coolers Freezer Blankets All food products must also be transported in a manner that ensures the health and safety of the consumer. When picking up Warehouse Orders or utilizing the Agency Marketplace, GHFB staff and volunteers will also inspect for the following: Truck beds, trailers, and vehicles free of debris (i.e. leaves, dirt, lawn equipment, gas canisters, anti-freeze/chemicals, etc.) Food product safely secured on the vehicle to prevent loss or damage of commodities Food product is properly covered during inclement weather. Please keep these guidelines in mind when acquiring and transporting items from Golden Harvest Food Bank. If GHFB staff members determine the vehicles and/or equipment does not provide a safe and secure transport of food products, your agency order will not be received. Below is a list of retailers that supply freezer blankets, coolers, and tarps Legion Safety Freezer Wearhttp:// Coleman Rubbermaid reserve the right to do unscheduled visits during normal hours of operation. It is very important that your main contact and/or the program director be present during the review. During our visit, we will discuss and view the following: Hours of Operation (is it visible to the client) Storage area(s)

31 Meal Preparation and or distribution method Pest Control Temperature logs Record keeping All Partner Agencies All Partner Agencies TEFAP Participating Agencies must also provide and/or display Interview Forms (Food Pantries Only) Daily Log Sheet (Food Pantries only) Justice for All Poster Menu (On-Site Agencies Only) Monthly Reports Civil Rights Training Invoices GHFB Agreement Non-Discrimination Statement Food Safety or Servsafe Training Volunteer Training Log TEFAP Agreement Suspension Policy There are rules and regulations we must follow to obtain the food through Feeding America and from our donors. There are additional requirements to participate in TEFAP and/or GNAP. A Partner Agency may be suspended for any of the following: Missed or late monthly reports Unfavorable monitoring review Non-payment Missed Appointments Breach of the Partner Agency agreement Suspensions are determined jointly by the Outreach Director and the Outreach Coordinators. Upon being suspended, the Agency is notified.

32 Termination Policy A Partner Agency will be immediately terminated for any of the following: Loss of an IRS 501(c )3 or church exemption Selling, exchanging, bartering, or charging a fee of any kind specifically for product received via GHFB Giving food or other products received via GHFB including Retail Donation Program to any unauthorized people including staff for their personal use and/or fundraising Discrimination Endangering food Terminations are determined jointly by the Outreach Director and the Chief Operating Officer after consultation with the Food Bank Executive Director. Upon being terminated, the Agency is immediately notified. Monthly Reporting Service data is due by the 5 th of each month. Submit report on line via our website at and will include totals from the previous months distribution. For example, a May report would be due by June 5 th. If your agency does not have a distribution for that month, please submit a report reflecting 0 s. Any late reports could result in a temporary suspension until the report is received. Recertification Partner Agencies must pay an annual recertification fee of $40.00 and complete a new agreement. The new fiscal year for Golden Harvest begins October 1st each year. Recertification of a partner agency is not automatic. It is a process, by which each Agency s Agreement will be individually reviewed. The Agreement must be submitted to the Outreach Services Department with all required documents by the stated deadline. The Agreement will not be approved until all required documents are submitted. Partner agencies re-certifying after the deadline will be charged a $40.00 late fee in addition to the $40.00 annual fee. Once a Partner Agency is approved for continued partnership, the agency will need to attend the annual training in which updated information will be shared.

33 Outreach Services Staff NAME Job Title Contact Info Kimberly Robinson Director of Outreach X 219 krobinson@goldenharvest.org LaKeya Stewart GA Outreach Coordinator X 215 lstewart@goldenharvest.org Teri Lawhorn SC Outreach Coordinator tlawhorn@goldenharvest.org Tammy BoBo Upstate Outreach Coordinator (864) X 10 tbobo@goldenharvest.org Linda Coleman-Wright Senior Program Manager X 208 lwright@goldenharvest.org Kimberly Jackson BackPack Coordinator X 216 kjackson@goldenharvest.org Additional Staff Contact: NAME Job Title Contact Info Amanda Gaines Agency Account Specialist (706) X 224 againes@goldenharvest.org Tonya Cowart GA Agency Distribution Coordinator tcowart@goldenharvest.org Grace Renken SC Administrator (803) X305 grenken@goldenharvest.org Jennifer Ulmer Upstate Administrative Assistant (864) julmer@goldenharvest.org Jennifer Noel SC District Manager (803) X 302 jnoel@goldenharvest.org Barbara Hughes SC Procurement Manager (843) bhughes@goldenharvest.org NAME Job Title Contact Info Travis McNeal Executive Director (706) X 211 Johnathan Adams Chief Operations Officer (706) X 245 Carolyn Pfotzer Chief Financial Officer (706) X 209

34 Addendum A Partner Agency Agreement. Requirements: The Partner Agency agrees to abide by the policies, procedures, and record keeping requirements of GHFB. IRS Eligibility Requirements: The Partner Agency agrees that it meets the IRS eligibility requirements for the receipt, transfer, and use of donated products (food and non-food) under section 170(e) (3) of the IRS code, as stated below: 501c3 or Church /Religious Organization: The Partner Agency agrees that it is incorporated as a 501c3 Non-profit corporation or is considered a church as defined by the IRS and meets all of the criteria below for each type of eligible organization. Check the type of organization that the agency will qualify as: 501c3 Non-Profit Corporation- If this box is selected, the Partner Agency is required to submit, prior to approval: A current 501c3 determination letter from the IRS verifying its non-profit corporate status and verifying that it is not a private foundation. The Corporation name must match the name that the Partner Agency is known by the community. If the Partner Agency name does not match the corporation name listed on the 501c3 determination letter, the Partner Agency is required to submit current official and verifiable documentation regarding the Partner Agency s ability to use the 501c3 verification letter proving their non-profit status. Church (as defined by the IRS)/Religious Organization If this box is selected, the Agency is required to complete the applicable documents. Purpose of Incorporation and Service: The Partner Agency agrees that it is incorporated to serve the ill, needy and/or infants (minor children 0-18 years old). The Partner Agency also agrees that it is not incorporated for a purpose unrelated to serving the ill, needy and/or infants (minor children). Distribution without charge: The Partner Agency agrees that it will distribute the donated products (food and non-food items) obtained from GHFB free of charge (monetary, volunteer hours, services or otherwise).

35 Client Eligibility: Partner Agency agrees that it will provide food assistance to all clients on the client s first visit to the agency. Partner Agency will not require additional information outside of photo ID and the self-declared applications provided by Golden Harvest Food Bank (or the compliance guidelines in the TEFAP or GNAP programs) without written approval from Golden Harvest Food Bank s Outreach Department. Any agency seeking to request additional information from the client must submit a letter to the Outreach Department that includes the items that will be requested from clients. Recipients of Distributed products: The Partner Agency agrees that it will only distribute donated products to recipients who qualify as ill, needy and/or infants (minor children 0-18 years old) as defined in IRS code section 170(e)3. The Partner Agency also agrees that it will not distribute donated products to people who do not qualify to receive the products as defined in IRS Code section 170(e)3. Religious Proselytizing: Partner Agency agrees that it will not require clients to participate in or attend a religious service, pray, or to receive religious messages as a condition of receiving food. Religious information or counseling may be provided only at the clients request, after receiving food. Use of GHFB Products: The Partner Agency agrees that it will not sell, barter or use products in exchange for money, other property or services, including using products for the purpose of fundraising programs and events. The Partner Agency also agrees that it will comply with the restrictions related to the use and transfer of donated property, as described in IRS Tax Code Section 170(e)3 and any amendments to the code. Area of Distribution: The Partner Agency also agrees that it will not distribute any products outside of the United States and Puerto Rico. Record Keeping: The Partner Agency agrees that it will maintain adequate records and accurately reflect the total amount of product received and distributed (or used), a description of the products and the date of its receipt. Reporting: The Partner Agency agrees to submit monthly service reports via online reporting system by the 5 th of each month. If applicable, Retail Donation Program reports are due by the 28 th. Availability of Records: The Partner Agency agrees to provide its records, including but not limited to those which track the receipt and distribution of products obtained from GHFB, with or without notice. Local, State and Federal Regulations: The Partner Agency agrees that it will affirm the safe and proper handling of the donated goods, which conforms to all State and Federal regulations. Storage and Handling of Products: The Partner Agency agrees that it will store, handle and distribute products consistent with the safe food handling guideline outlined in the GHFB Agency Manual. The Partner Agency also agrees that it will have adequate refrigeration and/or storage space to ensure the integrity of the product. All food will be stored 6 inches off the floor,

36 proper temperatures maintained, and FIFO (First in, First Out) method of inventory control will be used. Food Safety: The Partner Agency agrees that at least one staff person be trained in food safety from a food safety training course approved by GHFB. Approved trainings are GHFB Food Safety Training Workshop and or ServSafe Certification. The Partner Agency also agrees that if it utilizes food provided by GHFB to make meals, their key food service program staff are required to meet local commercial food safety standards and have one person with the authority to direct and control food preparation obtain the ServSafe Food Protection Manager certification and be on site during meal preparation. Transporting Product: The Partner Agency agrees to load and transport product from GHFB in a manner that ensures safe handling, and that safe temperatures for transporting foods are maintained. The Partner Agency must have adequate help to pick up product at GHFB, or to unload a delivery made at their agency. Partner Agency will use chest coolers, freezer blankets, or a refrigerated truck for transport of frozen or perishable foods. Donor Stipulations: The Partner Agency agrees that it will adhere to any donor stipulations placed on donated products. As Is Condition: The Partner Agency agrees that it will accept all products received from GHFB in as is condition. Shared Maintenance and Transportation: The Partner Agency agrees to pay any applicable Shared Maintenance and/or handling fees (Delivery Charges) for the products received from GHFB. Discrimination: The Partner Agency agrees that it will not engage in discrimination, in the provision of service, against any person because of race, color, national origin, age, disability, sex, gender identity, religion, reprisal, and where applicable, political beliefs, marital status, familial or parental status, sexual orientation, or if all or part of an individual s income is derived from any public assistance program, or protected genetic information in employment or in any program, or activity. Partner Agency also agrees to abide by Golden Harvest Food Banks definition of a household which is persons related or not residing at the same address. Agency Visits: The Partner Agency agrees to allow representatives of GHFB, donors and government agencies to inspect and audit all facilities where products received from GHFB are received, stored and distributed, with or without notice. Program Expansion: The Partner Agency agrees to request approval from GHFB before changing or adding programs that involve the distribution of products received from GHFB. Access to One Feeding America Member Food Bank: The Partner Agency agrees that it will only receive food from GHFB and no other Feeding America Member Food Bank.

37 Agency Activity Status: The Partner Agency agrees that it will obtain products from GHFB at least every 90 days to be deemed an Active Agency. If the Partner Agency becomes inactive, the Agency will not be allowed to obtain products from GHFB. This includes participating in the Retail Donation Program. The Partner Agency agrees that it will complete the agency application process again, prior to being considered for reinstatement as an Active Agency and allowed to obtain products from GHFB. Multiple Locations and Sub-distribution: The Partner Agency agrees that it will only receive and store product from GHFB at multiple locations if: 1. all locations individually meet the requirements of this agreement, 2. have been inspected and, 3. are approved by GHFB prior to receiving and distributing food. The agency is not allowed to sub-distribute product to any organization, agency, partner, or entity other than a qualifying client. Sharing of any product received via GHFB is prohibited without prior written approval from GHFB, this includes any product obtained via the Retail Donation Program. GHFB Agency Manual: The Partner Agency agrees that it will abide by the rules, regulations and guidelines at all times set forth by GHFB Agency Manual. Termination of Agency Agreement: GHFB may terminate this agreement, and may confiscate any/all product received if Partner Agency is found in violation of the agreement, agency manual and or policy with or without notice. Every attempt will be made to resolve non-compliant areas. Partner Agency understands that refunds will not be issued upon termination.

38 Addendum B Partner Agency Statement of Release All GHFB Partner Agencies must agree to the statements of release below. A signed copy will be maintained in your agency file annually. 1. That Golden Harvest Food Bank, the primary donor, and Feeding America have specifically disclaimed any warranties or representations, expressed or implied, as to the purity or fitness for consumption of any or all such donated items. 2. That all items are received and accepted in an as is condition. 3. That Partner Agency hereby accepts full responsibility for the purity and fitness for human consumption of any and all items accepted from Golden Harvest Food Bank and/or Retail Donor Partners. 4. That Partner Agency hereby warrants and guarantees to the Golden Harvest Food Bank, to the primary donor, and to Feeding America that it will hold them harmless from any and all liabilities, claims, losses, causes of action, suits of law or inequity, or any obligation whatsoever arising out of or attributed to any action by Partner Agency in connection with its storage and/or use of items supplied to it by the Golden Harvest Food Bank. 5. The undersigned hereby warrants that he/she is legally warranted and authorized agent of Partner Agency, whose name appears below, and by his/her signature does hereby bind it to the terms, conditions, and limitations of this document of release.

39 Addendum C Food Safety Compliance: Transporting Guidelines At-A-Glance For the health & safety of your client families, GHFB will ensure that all frozen and perishable items are being transported in a method that will maintain proper food temperatures. When picking up Warehouse Orders or Utilizing the Agency Marketplace, our staff/volunteers will look for the following: Insulated coolers Freezer Blankets All food products must also be transported in a manner that ensures the health and safety of the consumer. When picking up Warehouse Orders or utilizing the Agency Marketplace, GHFB staff and volunteers will also inspect for the following: Truck beds, trailers, and vehicles free of debris (i.e. leaves, dirt, lawn equipment, gas canisters, anti-freeze/chemicals, etc.) Food product safely secured on the vehicle to prevent loss or damage of commodities Food product is properly covered during inclement weather. Please keep these guidelines in mind when acquiring and transporting items from Golden Harvest Food Bank. If GHFB staff members determine the vehicles and/or equipment does not provide a safe and secure transport of food products, your agency order will not be received. Below is a list of retailers that supply freezer blankets, coolers, and tarps Legion Safety Freezer Wearhttp:// Coleman Rubbermaid

40 Keep food at safe temperatures in unrefrigerated vehicles. Cover cold food with thermal blankets or use coolers with ice packs Prevent contamination: Keep drive times to 30 minutes or less Check food temperatures after arriving at the destination DON T store raw food over readyto-eat food DON T store allergens over other products DON T store chemicals with food products 2014 National Restaurant Association Educational Foundation. All rights reserved. ServSafe and the ServSafe logo are trademarks of the NRAEF. National Restaurant Association and the arc design are trademarks of the National Restaurant Association. Feeding America. All rights reserved. Feeding America is a 501 (c)(3) non-profit recognized by the IRS