§ 21-140 — Client service trainings

§ 21-140 Client service trainings.

a. Pursuant to subdivision c of this section, the department shall conduct two trainings per year on best practices for improving interactions between department employees and clients of the department. b. Such trainings shall include techniques to improve professionalism, increase cultural sensitivity, de-escalate conflict and use trauma-informed theory. c. The department shall provide such trainings to all appropriate employees identified by the department whose primary responsibilities include interacting with members of the public in a client service role at any location designated by the department either as a job center where individuals can complete an application for cash assistance in person or as a SNAP center where individuals can complete an application for the supplemental nutrition assistance program in person. d. A contractor providing security services under a city contract at any location designated by the department either as a job center where individuals can complete an application for cash assistance in person or as a SNAP center where individuals can complete an application for the supplemental nutrition assistance program in person shall provide the training described in subdivision b of this section to its employees having regular contact with the public at such centers. All new or renewed city contracts for security services at such centers shall contain a provision requiring employees of any security contractor having regular contact with the public at such centers be provided with the training described in subdivision b of this section. e. On or before January 31, 2020, and annually thereafter, the department shall report to the mayor and the speaker of the council the number of individuals who have received the trainings pursuant to subdivision c of this section, disaggregated by the positions held by such individuals. The first such report shall be preliminary and limited to the data reasonably available to the department for the preceding calendar year. f. Nothing in this section shall preclude the department from providing such training to employees other than those identified by the department pursuant to subdivision c of this section. (L.L. 2018/015, 12/31/2017, eff. 4/30/2018; Am. L.L. 2019/163, 9/14/2019, eff. 1/12/2020)