arizona department of transportation civil rights office azta/adot 25 th anniversary spring...
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Arizona Department of TransportationCivil Rights Office
AzTA/ADOT 25TH Anniversary Spring Conference
April 24, 2012
1ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
ADOT Title VI Program
2ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
Lucy SchraderTitle VI Program Manager
Civil rights, Title VI, and customer service??
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
The Golden Rule:
“One should treat others as one would like others to treat oneself”
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
Perception is Reality…
Customer complaints of discrimination?
– Are you automatically guilty?
– Does the word discrimination change your complaint process?
– Should complaints of alleged discrimination be treated differently?
– Why or why not?
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
Compliance with Title VI means…
– Establish a complaint process
– Ensure public notices are available for customer access
– Identify contact person by name
– Train employees on complaint process
– Follow up with your customer
– Record the outcome of the complaint for reporting purposes
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761
The Golden Rule:
“One should treat others as one would like others to treat oneself”
ADOT Civil Rights Office – 1135 N. 22nd Avenue, Phoenix AZ 85009 – (602) 712-7761