Section 2: Agency and Employee Commitment and Responsibilities Community and Customer Relations Our image and reputation within the community influences the amount of business the Agency receives. The employee’s attitude, behavior and work ethics affect this reputation. As a member a team, it is essential to represent the Agency in a positive manner not only by following policies and procedures, but also providing care that is both caring and quality. Good customer relations are critical to the success of the Agency. Our customer is anyone who uses the Agency’s services. This includes not only the patients/clients and their families but also referral sources – physicians, discharge planners, case managers who are all considered external customers, and our co- workers who are our internal customers. A commitment to provide quality care with respect and genuine concern for our customer will result in better performance for the Agency overall, and personal satisfaction for the employee. Discrimination and Harassment This Agency is an equal opportunity employer and is committed to provide an environment free from discrimination and sexual harassment. The Agency will not discriminate in employment with respect to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. The Agency will not discriminate in patient/client provision of services with respect to race, color, national origin (including limited English proficiency and primary language), age, sex (includes, but is not limited to sex characteristics, including intersex traits; pregnancy or related conditions; sexual orientation; gender identity and sex stereotypes), disability, source of payment, basis of relationship or association, or any other status protected by federal and state law. It is the responsibility of each employee to respect the rights of co-workers and patients/clients. An employee who believes that he or she has been the subject of unlawful harassment by anyone with a business relationship to this Agency should report the incident immediately to their supervisor. All charges will be thoroughly investigated. Nondiscrimination Requirements Civil right laws provide protection against discrimination in the Agency program. The Agency with 15 or more employees will designate a civil rights coordinator to oversee and ensure the Agency’s compliance with all applicable civil rights requirements. Language barriers may arise during Agency care, as to provide effective communication for an individual with limited English proficiency, the Agency is required to provide patients a Notice of Nondiscrimination and a Notice of Availability of Language Assistance Services and Auxiliary Aids and Services “Notice of Availability” at specific times, in a language they understand to meet the patient and their representative’s needs.
