PALM BEACH COUNTY FOOD BANK

Food Recovery & Distribution (FR&D)

Partner Agency Handbook

Effective 11/21/2018

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Dear Partner Agency,

Thank you for being a Food Recovery and Distribution (FR&D) partner agency with the

Palm Beach County Food Bank (PBCFB)!

The Partner Agency Handbook is a guide for agencies that explains the roles and

responsibilities of a partner agency. Partner agencies are expected to fulfill their

responsibilities and adhere to the rules explained in this handbook. In turn, PBCFB is

dedicated to improving the collection and distribution process to make it easier for our

partner agencies who take on the daily responsibility of serving the hungry.

Again, thank you for being a partner agency and working with the Palm Beach County

Food Bank. If you have any questions, please feel free to contact the Programs team by

phone at (561) 670-2518, extension 312 or by email at agency@pbcfoodbank.org.

Thank you,

Lina Folsom Sarah Horn, MPA Rachel Sperber, MA Programs Coordinator Programs Coordinator Programs Coordinator

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Partner Agency Handbook Table of Contents Section 1. The Palm Beach County Food Bank ............................................................ 5

1.1 How We Work ................................................................................................. 5 1.2 Service Area .................................................................................................... 5 1.3 Hours of Operation .......................................................................................... 5 1.4 Contact Information ......................................................................................... 5 1.5 Holidays .......................................................................................................... 6 1.6 Emergency Closures ......................................................................................... 6

1.7 Partner Agency Bill of Rights………………………………………………………………………….7 Section 2. Active Partner Agencies ............................................................................. 8

2.1 PBCFB Partner Agency Requirements & Policies ................................................. 8 2.1.1 Required Documents .................................................................................. 8 2.1.2 Assigned Numbers………………………………………………………………………………….8 2.1.3 Site Visits .................................................................................................. 9 2.1.4 Monthly Reporting ................................................................................... 10

2.2 Communication .............................................................................................. 11 2.2.1 Methods of Communication ...................................................................... 11 2.2.2 Point of Contact ....................................................................................... 11 2.2.3 Pickup Changes ....................................................................................... 11 2.2.4 Other Correspondence ............................................................................. 12 2.2.5 Partner Agency Internal Communication .................................................... 13

2.3 Receiving Food .............................................................................................. 13 2.3.1 Pickups from the PBCFB Warehouse .......................................................... 13 2.3.2 Safety Protocol for Agency Representatives…………………………………………….14 2.3.3 Western Palm Beach County Distribution ................................................... 15 2.3.4 Special Events ......................................................................................... 16 2.3.5 Seasonal Changes .................................................................................... 16 2.3.6 Donor Partnerships .................................................................................. 16

2.4 Food Safety ................................................................................................... 16 2.4.1 Basic Food Safety .................................................................................... 16 2.4.2 Food Safety Certification .......................................................................... 19

2.5 Distributing Food ........................................................................................... 20 2.5.1 Geography .............................................................................................. 20 2.5.2 Communication with the Public……………………………………………………….…….21 2.5.3 Non-Discrimination Policy and the Right to Refuse Service ......................... 21 2.5.4 Partner Agency Deliveries……………………………………………………………………..22

Section 3. Agency Compliance and Inactivity ............................................................ 23 3.1 Inactive Agencies ........................................................................................... 24 3.2 Grievances..................................................................................................... 24

3.2.1 Grievances Against Partner Agencies ......................................................... 24 3.2.2 Grievances Against PBCFB ........................................................................ 25

Section 4. Appendices ............................................................................................. 26 4.1 Handbook Acknowledgement Form ................................................................. 26

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4.2 Temperature Log ........................................................................................... 27 4.3 Monthly Report Forms .................................................................................... 28 4.4 PBCFB 2019 Calendar ..................................................................................... 31

4.5 Partner Agency Grievance Form……………………………………………………………………32 4.6 Expiration Date Guidelines…………………………………………………………………………..33

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Section 1. The Palm Beach County Food Bank

1.1 How We Work

The Palm Beach County Food Bank (PBCFB) rescues and collects food donated by local farmers, distributors, retailers, and restaurants. The food is brought back to the PBCFB warehouse, where it is sorted and distributed to our partner agencies. We are the only locally-led and governed food bank in Palm Beach County that distributes food to agencies at no cost.

Please note that absolutely no tips or gifts of any kind, including food or money, are allowed to PBCFB staff.

1.2 Service Area

PBCFB’s service area covers all of Palm Beach County, the largest county in Florida in geographic size. Every donation made to PBCFB stays in Palm Beach County.

1.3 Hours of Operation

PBCFB’s administrative offices are open Monday through Friday from 8:30 a.m. to 5:00 p.m. PBCFB’s warehouse is open Monday through Friday from 9:00 a.m. to 12:00 p.m. and 1:00 p.m. to 3:30 p.m.

1.4 Contact Information

PBCFB can be reached by email, telephone, or in person during administrative office hours:

Programs team Office: (561) 670-2518, extension 312

Address: 525 Gator Drive, Lantana, FL 33462

Email: agency@pbcfoodbank.org

Website: www.pbcfoodbank.org

PBCFB also has several social media accounts. Follow us on YouTube, Facebook, Twitter, and Instagram:

YouTube: PBC FoodBank

Facebook: Palm Beach County Food Bank

Twitter: FoodBankPBC

Instagram: pbcfoodbank

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1.5 Holidays

PBCFB will be closed on the following holidays:

• New Year’s Day

• Martin Luther King Jr. Day (third Monday in January)

• Memorial Day (last Monday in May)

• Independence Day (4th of July)

• Labor Day (first Monday in September)

• Thanksgiving Day

• Day after Thanksgiving Day

• Christmas Day

• Day after Christmas Day

Holidays that PBCFB is closed for are subject to change. Please see Section 2.2.3 for more information about how holidays impact partner agency pickups. A PBCFB calendar, which includes holiday closure information, can also be found on the PBCFB website and in Section 4.4.

1.6 Emergency Closures

In the event that PBCFB is closed for an emergency or inclement weather, the Programs team will inform partner agencies of the closure, and will alert agencies again when PBCFB reopens. Partner agencies will be alerted via mass email and are asked to check email as frequently as possible.

Although PBCFB is not associated with the County government, for safety reasons, PBCFB follows the County’s closure policy. This means that if Palm Beach County public schools and government offices are closed due to an emergency or inclement weather, PBCFB will also be closed. Please pay close attention to closures, which are often broadcast on the news and radio. Please see Section 2.2.3 for more information about how emergency closures impact partner agency pickups.

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1.7 Partner Agency Bill of Rights

Partner Agency Bill of Rights

Thank you so much for choosing to partner with us and serve the community. We recognize that we cannot help our neighbors in need without our partner agencies, and want to let you know what you can expect from us as our partners in fighting hunger.

Your agency and agency representatives have the right to:

Have your time be valued and respected. We value your time given to the cause of fighting hunger in our community. Apart from extenuating circumstances, our goal is to have your allocation ready within 15 minutes of your chosen pickup or designated delivery time. Our goal is to begin meetings on time and show up to site visits as communicated.

Have your feedback heard and responded to accordingly. You are always welcome to give feedback, let us know what is successful or what could be better regarding our services to your agency, and also file grievances if necessary, which will be evaluated by an impartial viewpoint.

Open channels of communication. PBCFB has staff designated to ensuring quality service to our partner agencies, and our goal is to respond to your phone calls and emails in a timely manner.

A professional and compassionate relationship with PBCFB. We are held accountable to fulfill our mission by our donors and community, and ask that our partner agencies fulfill their responsibilities so that we can best serve the community. However, we understand that life happens and we can be flexible and understanding if we receive communication from our partners.

Receive resources from us to improve your services to the community. We strive to provide resources to you beyond food so you can help us educate and improve the health of the community. It is our goal to not only provide you with nutritious food, but also to provide resources about how to cook and enjoy some of the products we provide to you. We also strive to educate the community about regulations concerning food safety in order to decrease food waste.

Be a part of our PBCFB team as we learn, grow, and improve our services over time. Our goal is to constantly learn from the community, and from you, our partners, about how to improve our services and adapt to changing needs over time. We ask for your patience and cooperation in making these changes so that we may continue to improve our internal processes and react to changing needs.

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Section 2. Active Partner Agencies

2.1 PBCFB Partner Agency Requirements & Policies

Agencies must agree to certain requirements in order to become a partner agency and remain an agency in good standing. Partner agencies must maintain documentation of non-profit status, agree to an annual site visit, and turn in completed monthly reports each month.

In addition to the requirements included in the New Partner Agency Application, requirements include notifying PBCFB of changes in pickup schedules, authorized pickup representatives, agency days/hours of distribution, or other contact information, and maintain appropriate conduct during pickup, site visits, and/or other interactions with PBCFB team members.

Failure to comply with these requirements may result in a partner agency being placed on the inactive list, and the agency will not be allowed to pick up food. PBCFB partner agency requirements are explained in more detail below.

2.1.1 Required Documents

PBCFB requires that partner agencies maintain and provide updated copies of the following documents to Agency Relations:

• Letter of 501(c)(3) status (or equivalent non-profit status) from the IRS

• DR-14 tax exempt form from the State of Florida

• Food safety certificate

• Proof of pest control

• Contact information (addresses, phone numbers, authorized representatives)

• Signed Handbook Acknowledgement Form

2.1.2 Assigned Numbers

PBCFB partner agencies are each assigned a unique agency number. It is important that partner agencies know and can provide their agency number to PBCFB team members. Many agencies have similar names, and the agency number helps to quickly identify an agency.

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2.1.3 Site Visits

PBCFB partner agencies are required to agree to at least one site visit each year. Site visits are a time for the Programs team to tour a partner agency and check the facility for food safety compliance and observe food distribution practices. Site visits are also a designated time for partner agencies to provide feedback to the Programs team. Generally, the Programs team will schedule a day and time to conduct a site visit. However, PBCFB reserves the right to conduct unannounced site visits if necessary or appropriate.

On the day of the site visit, please allow 15 minutes from the scheduled site visit time for the Programs team member’s arrival. Multiple site visits are often scheduled on the same day, and there may be delays due to traffic.

Site visits usually last between 30 minutes to one hour and will include time to sit with the partner agency’s primary contact person to answer questions, as well as a period of observation of food distribution. If possible, please have a quiet space available where the Programs team member and the agency’s primary contact person can have their conversation.

During your site visit, please be prepared to show the Programs Coordinator the following documents:

• Signed packing lists/receipts from PBCFB

• Copies of monthly distribution sheet and sign-in sheets

• Copies of pest control invoices

• Copies of temperature logs

• Copy of the most recent Florida Department of Health inspection (if applicable)

The Programs team will also need to view the following areas:

• Food distribution area

• Dry storage

• Cold storage, including transportation cooler/freezer blanket (if applicable)

• Kitchen or food preparation facilities (if applicable)

• At least 1 posted sign with accurate food distribution days/hours (for all agencies open to the public) and emergency distribution contact information (if available)

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In an effort to learn more about the people being served by PBCFB, the Programs Coordinator may talk with clients who are present for food distribution. Agency representatives, as well as clients, may be asked to take photographs to be featured on the PBCFB website and other marketing materials. Agency representatives or clients who agree to pictures will need to sign a photo release form.

The Programs team will end the site visit by noting any concerns or changes that need to be made. If necessary, a follow-up site visit will be scheduled.

2.1.4 Monthly Reporting

PBCFB requires agencies to turn in complete, original copies of monthly reports by the 7th of the following month (for example, September reports are due by October 7th). If the 7th of the month falls on a weekend or a holiday, the monthly reports will be due the following business day. Mailed reports must be postmarked by the 7th. Agencies may also scan and email monthly reports in place of original copies, if the scans are in color. PBCFB does not accept faxed monthly reports. Monthly reports are important because they determine how much food should be allocated to each agency. The monthly report is made up of two forms: the sign-in sheet and the monthly distribution sheet. The forms, and examples of completed forms, can be found on the PBCFB website. If no food was given out for a certain month, an explanation about why no food was given out that month must be submitted. Instructions for how to fill out the monthly reports are found in Section 4.3.

Please note: Partner agencies are responsible for downloading and printing the monthly report forms from the PBCFB website. Agencies must make copies of reports for their files and turn in the original reports to PBCFB. PBCFB cannot make copies of the monthly report forms for Partner Agencies.

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2.2 Communication

2.2.1 Methods of Communication

The Programs team will make every effort to contact partner agencies in a variety of ways, including phone calls, e-mails, letters, and in-person. However, it is the responsibility of partner agencies to make sure the Programs team has the most up to date contact information, including phone numbers, mailing addresses, and email addresses, and that these methods of communication are checked regularly for messages and mail. It is especially important that agencies check their email regularly. PBCFB serves close to 120 FR&D agencies, and the easiest and fastest way to reach a large number of agencies at once is through email.

PBCFB is not responsible for missed communications by partner agencies that do not regularly check their mail, voicemail, or email.

2.2.2 Point of Contact

The Programs team is the point of contact at PBCFB for partner agencies. Any questions or concerns about food distribution, mandatory documents, or monthly reports should be addressed with the Programs team. In addition, any changes to pickups, authorized pickup representatives, or contact information should be communicated directly to the Programs team. Partner agencies must not ask the PBCFB warehouse team to communicate changes to the Programs team; partner agencies are responsible for reaching out to the Programs team about any questions or concerns they may have.

Significant changes, such as authorized pickup representatives, contact information, and non-emergency pickup changes must be communicated to the Programs team in writing. Information about how to contact the Programs team can be found under Section 1.4.

2.2.3 Pickup Changes

Any requested changes in pickup, including changes of times, dates, or persons authorized to pick up food, must be communicated to the Programs team. Partner agencies must also provide a reason for the change to the Programs team (for example, transportation issues or volunteer availability).

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PBCFB recognizes three types of pickup changes:

• Last Minute/Emergency Changes: These types of changes are unpredictable and partner agencies will most likely not be able to let PBCFB know about these changes in advance. These changes should be communicated to the Programs team within 30 minutes of pickup time. Communicating emergency changes to the Programs team ensures that partner agencies will not be penalized for missing pickups. Changes may also occur due to emergencies or inclement weather. In the event that PBCFB is closed due to an emergency or bad weather, the Programs team will communicate with partner agencies to determine alternate pickup times, if possible.

• Special Changes/Holidays: These types of changes are predictable and usually are a one-time change. They may occur when an authorized pickup representative is unavailable for a specific pickup date. These changes should be communicated to the Programs team at least 7 days prior to the change. No pickups will be available on the holidays listed under Section 1.5 of this handbook. The Programs team will contact partner agencies prior to each holiday and provide agencies with alternative dates for pick up. Partner agencies must confirm an alternate date and time for pick up in order to receive food.

• Permanent Changes: These types of changes usually take place when a partner agency’s authorized pickup person has a change in schedule. These changes should be communicated to the Programs team at least 14 days prior to the changes being made. Communicating these changes with advance notice will allow PBCFB to prepare for the changes.

Agencies that miss their scheduled pickup date and time and do not inform the Programs team will not be allowed to pick up food on a different day. Agencies will have to wait until their next scheduled pickup to receive food.

2.2.4 Other Correspondence

Occasionally, the Programs team will send out correspondence that is not directly related to the work of PBCFB. Unless otherwise noted, these communications are for informational purposes only. Agencies should contact the organization that the email is being sent on behalf of for more information.

Partner agencies that have events or news they would like to share may forward the information via email to the Programs team. If appropriate, the Programs team will send out the information to all partner agencies.

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2.2.5 Partner Agency Internal Communication

PBCFB’s point of contact for partner agencies is the person designated as the agency’s primary contact. It is PBCFB’s expectation that partner agency primary contacts communicate, in a timely fashion, any pertinent information to all additional partner agency staff and/or volunteers, including authorized pickup representatives.

2.3 Receiving Food

2.3.1 Pickups from the PBCFB Warehouse

PBCFB partner agencies choose a recurring date and time to pick up each week from the PBCFB warehouse. Pickup dates and times will be based on what times are best for the partner agency, as well as PCBFB availability. Pickup times are available Monday through Friday from 9:00 a.m. to 12:00 p.m. and from 1:00 p.m. to 3:30 p.m. in 15-minute intervals.

Agencies that pick up less frequently than weekly (every other week, once a month, etc.) must submit a list of their pickup dates in writing to the Programs team. These dates must be submitted at least 30 days in advance of the pickup date. Please see Section 2.2.3 for more information about how to change a partner agency’s pickup time.

All partner agencies must check in with the PBCFB staff member at the front desk before receiving food. Please see more information below about the check-in process.

Check-In Process:

1. Place coolers/insulated blankets in agency vehicle before driving to the Palm Beach County Food Bank.

2. Park agency vehicle by the warehouse within 15 minutes of agency’s pickup time (15 minutes before or 15 minutes after the scheduled pickup time).

3. Have an ID out and ready to show to the PBCFB staff person in the front office. PBCFB will accept any form of identification with a pickup representative’s name, as long as it matches the name in our files. Let the staff member know which agency is being picked up for.

4. Sign off on the agency’s invoice and take the agency packing list. 5. Head over to the warehouse, present the agency packing list, and point out the

agency vehicle. Open vehicles (such as pickup trucks) must have a tarp to cover food.

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6. The warehouse will bring the agency’s pallet to the vehicle. Agencies are responsible for checking product received against the packing list, and for loading product into the agency’s vehicle.

a. All perishable product (defined as frozen and refrigerated products such as frozen meat, dairy and eggs; perishable product does not include whole, raw produce) must be placed in an adequate number of coolers or under insulated blankets. Agencies without coolers or insulated blankets will not be able to receive product and will be asked to see a member of the Programs team to reschedule their pickup once they can return with an insulated blanket or coolers.

b. Agencies must take all food that PBCFB has allocated to them in a single pickup. While PBCFB tries to accommodate partner agencies as best as possible, PBCFB cannot guarantee specific product requests or accommodate splitting an allocation into multiple pickups. If an agency does not want a product and another agency already in the parking lot is willing to take the product, it can be given to them. It is not acceptable for a partner agency to ask another partner agency for product.

c. Once partner agencies leave PBCFB’s premises, they are responsible for the product. Discrepancies between product received and the agency’s packing list must be fixed prior to agencies leaving PBCFB’s premises.

Agency representatives should budget around 15 minutes of time to receive their pallet of food from the warehouse after their assigned pickup time. If there are delays in the warehouse, agency representatives will be informed in a timely manner. Pallets are distributed in the order of the assigned pickup time.

PBCFB tries to avoid discarding food as much as possible, so if food is in the dumpster at PBCFB, it is for good reason and should not be consumed. Partner agencies should not go through the dumpster and remove food from it, nor should partner agencies be using the dumpster to throw away product.

2.3.2 Safety Protocol for Agency Representatives

PBCFB cannot be held liable for agency representatives not following safety protocol, resulting in injury. Safety protocol includes, but is not limited to:

• For the safety of all visiting agency representatives of our partner agencies, agency representatives are not allowed to enter the PBC warehouses.

• Being careful of wooden pallets left in the parking lot as part of the distribution process.

• Being mindful of moving vehicles in the parking lot where distribution to agencies takes place.

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• Being aware of the multiple parking lot posts/bollards and poles which are part of the parking space awnings.

• Listening for the warning noises of the forklifts as they deliver pallets of food to the agencies.

2.3.3 Western Palm Beach County Distribution

PBCFB does not deliver to partner agencies, with the exception of partner agencies located in Western Palm Beach County (Belle Glade, Pahokee, and South Bay). Partner agencies located in Western Palm Beach County will have their weekly allocation delivered directly to their agency’s facility. Each partner agency will be provided with a window of time for when to expect the PBCFB truck with their delivery (for example, between 10:00-10:30 a.m.).

If PBCFB’s driver is running either ahead or behind schedule, PBCFB’s driver will inform affected partner agencies via phone call. If there is no volunteer and/or staff member at a partner agency upon PBCFB’s arrival, and it is within the designated timeframe, the PBCFB driver will call the partner agency as a courtesy reminder and will wait up to 15 minutes for the partner agency to arrive.

Upon arrival, PBCFB’s driver will unload a partner agency’s pallet and bring it as close to the front door of the agency as possible. PBCFB’s driver will not bring pallets inside the building. Partner agencies are expected to have at least one volunteer and/or staff member available at their facility during an agency’s designated window of delivery time to receive and unload food. The volunteer and/or staff member must sign for their allocation (this person must be authorized). Partner agencies are responsible for unloading pallets and putting food away in appropriate storage areas.

Partner agencies who miss their delivery and do not respond to phone calls from PBCFB’s driver will forfeit their allocation for the week. The pallet will be reallocated to another agency.

Partner agencies in the Glades should expect their delivery within the same time frame each week. Agencies who need to make changes to their delivery (including canceling a delivery) must call or email the Programs team by 10:00 a.m. two business days before their delivery (ex. Friday by 10 a.m. to make changes for a Tuesday delivery).

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2.3.4 Special Events

PBCFB does not fulfill requests for food for partner agency special events. Occasionally, PBCFB will receive donations that are better suited to special events, and the Programs team will inform partner agencies of donation availability. Partner agencies must be in good standing to receive special event products.

2.3.5 Seasonal Changes

PBCFB relies heavily on donations and the generosity of community members. As with many other industries in Florida, there are times of the year when PBCFB receives a greater influx of food (the agricultural season) and a lesser influx of food (the summer months). PBCFB always welcomes feedback, but asks that partner agencies are patient during slower months when there is traditionally less food available for distribution, as well as during the agricultural season where there may be an overabundance of produce.

2.3.6 Donor Partnerships

PBCFB highly values our food donors and their generosity. It is these relationships which allow PBCFB to continually receive donations and distribute food to our partner agencies. One benefit of working with PBCFB directly is that it provides the retail donor with a single centralized contact who understands their policies about food donations and ensures these expectations are being met. Unless previously granted permission, partner agencies are not allowed to reach out to food donors on behalf of PBCFB. This violates the trust that PBCFB has built with our food donors and will result in immediate partner agency termination.

2.4 Food Safety

2.4.1 Basic Food Safety

All PBCFB partner agencies are required to have at least one staff member or key volunteer that is food safety certified, (please see Section 2.4.2 below about food safety certification), but it is also good to have a list of basic food safety rules to refer to. Please note that these safety tips do not replace the need for a partner agency to complete food safety certification requirements.

• Storage Cleanliness: All storage surfaces, including floors, shelves, and pallets, should be cleaned regularly. Cleaning may involve sweeping, dusting, or mopping. Cleaning on a regular basis helps prevent cross contamination due to spills or leaks and removes food scraps or crumbs that may attract pests. Refrigerator and freezer storage areas should also be cleaned regularly to avoid mold and mildew buildup, which is unsafe for food storage.

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• Pest Control: Partner agencies must maintain a regular pest control system. Agencies cannot use pest control methods that use poison, as this can pose the possibility of cross contamination with food, and would make food unsafe to eat. Whether agencies choose to have a licensed pest control firm or to handle pest control internally, records must be kept of the dates of pest control, the methods used, and the name of the person in charge of the pest control.

• Food Labeling: All food (excluding loose, fresh produce) that enters a partner agency’s storage facility should be marked with the month and year it entered a facility. Agencies should practice ‘first in, first out,’ meaning that food with the oldest receiving date is distributed before newer product. This ensures that older product is used before newer product, and helps eliminate food waste. PBCFB follows USDA guidelines for food safety pertaining ‘best by/sell by’ dates, which do not indicate food safety, just food quality. For example, canned goods are still safe to consume 2 years past the date marked. We have developed an informational chart for you to reference in order to educate your staff, volunteers, and clients found in Section 4.6. Agencies share in the responsibility to check food dates and factor these dates into their distribution process. For more specific information about food labeling and dating, please see the United States Department of Agriculture (USDA) website: http://www.fsis.usda.gov/wps/portal/fsis/topics/food-safety-education/get-answers/food-safety-fact-sheets/food-labeling/food-product-dating/food-product-dating. Agencies should not maintain food stockpiles for longer than two months. For example, in August, agencies should not have product with a receiving date older than June.

• FoodKeeper App: This resource, available as a smartphone app or at this link https://www.foodsafety.gov/keep/foodkeeperapp/index.html provides guidelines about the safe consumption of many food products in terms of how long food can be stored and eaten safely.

• Food Preparation Facilities: Agencies that prepare and serve food need to be aware of additional food safety precautions. All food preparation surfaces and utensils must be clean, sanitized, and well-maintained. Employees and volunteers must wash their hands with soap and hot water before and after preparing or serving food, and after handling raw meat, dirty dishes and utensils, garbage, or using the restroom. Employees and volunteers should also wear gloves and hair nets when appropriate and should avoid touching their faces or bodies when preparing or serving food. Employees and volunteers must not smoke while food is being prepared, or taste food that is being prepared.

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• Food Storage: Once food is at a partner agency’s location, it should be stored in a secure, locked location, at the appropriate temperatures (i.e. frozen food should immediately be put in a freezer unless distribution is happening within the hour). All doors, windows, and roofs of storage areas should be well sealed to prevent pests from entering and any water damage from inclement weather. Food should be stored at least six inches off of the ground, six inches away from the ceiling, and away from walls. Storing food off of the ground helps prevent pests from getting into food and water from contaminating food in the event of flooding. Storing food away from walls also helps prevent pests from getting into food and facilitates proper air flow and circulation in storage areas. Food may be stacked to effectively use available storage space, however, stacks should not be taller than the majority of an agency’s employees or volunteers. Heavier products should be stacked at the bottom and lighter products should be stacked at the top to avoid food being crushed and becoming unusable. Food storage should have aisles wide enough to be easily accessible for the inspection of and pulling of products. Non-food items, such as cleaning supplies, should be stored separately from food, if possible. If non-food items must be stored in the same area as food, they should be stored on a bottom shelf below food products to avoid food contamination.

• Storage Temperatures: Storage temperatures should be recorded as frequently as an agency is open (for example, if an agency is open twice a week, temperature should be recorded twice a week). Dry storage areas should be between 50°-78°F. If a dry storage area is not air conditioned, there should be a thermometer present to record temperatures. Refrigerator storage areas should be between 33°-40°F and freezer storage areas should be below 0°F. Refrigerator and freezer storage areas that do not have built in thermometers will need to have a thermometer present to record temperatures. Basic food service thermometers cost around $5 and can be found at most hardware or home improvement stores. Agencies that prepare and serve food will also need food-grade thermometers to check the temperatures of prepared foods. Cold prepared foods should be kept below 40°F and hot prepared foods should be kept at 135°F or higher until it is served.

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• Damaged/Recalled Product: Partner agencies must review product while it is being loaded, so any issues can be resolved before agencies leave PBCFB premises. Partner agencies take responsibility for product once the agency has left PBCFB premises. Partner agencies are also strongly encouraged to sign up for food recalls. Food recalls can occur when a product is mislabeled or when a product is unsafe. PBCFB receives alerts about food that has been recalled, and if it is product that has been distributed through our warehouse, we will alert partner agencies about the recall. However, PBCFB cannot track every single product that comes through the warehouse. Therefore, PBCFB highly recommends that agencies sign up for recall alerts from FoodSafety.gov, and relay messages about recalled food to community members. Food that is recalled should not be eaten or given to pets. In the event that your agency has food that has been recalled, please dispose of it immediately. To sign up for recalled food alerts and view past recalls, please visit the FoodSafety.gov and the USDA website: http://go.fda.gov/subscriptionmanagement and https://www.fsis.usda.gov/wps/portal/fsis/topics/recalls-and-public-health-alerts/current-recalls-and-alerts.

2.4.2 Food Safety Certification

At least one representative from each partner agency must complete a food safety certificate. It is the responsibility of the certified agency representative to educate other agency employees and volunteers about proper food safety techniques. There are two main types of food safety certifications:

• Food Handler Certification: Food handler certifications provide basic food safety techniques and education, including food storage, food handling, and some food preparation and serving components. Food handler certification courses must be renewed every one to three years. Food handler certifications are an acceptable food safety certification for any of PBCFB’s partner agencies. The Florida Department of Health (FLDOH) has approved several online test providers:

o National Registry of Food Safety Professionals: https://www.usfoodhandler.com/

o 360Training.Com: http://www.360training.com/food-beverage-programs/food-handler-certificate/florida-food-handler-certificate

PBCFB will accept a passing food handler certification from either of the FLDOH-approved providers, as well as other reputable food safety test providers.

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• ServSafe Certification: The ServSafe certification provides more in-depth food safety techniques and education, and may be better geared towards agencies that prepare and serve food, such as soup kitchens and residential facilities. ServSafe certifications must be renewed every three to five years. ServSafe certifications are also an acceptable food safety certification for any of PBCFB’s partner agencies:

o National Restaurant Association: http://www.restaurant.org/Restaurant-Careers/Training-Education/ServSafe

2.5 Distributing Food Food that is received from the PBCFB is intended only for the agency that is picking up food and must not be distributed to other agencies without approval. Food can only be stored at the approved site address on record. Agencies must distribute or serve food directly to their clients. Food or other products provided by PBCFB must not be sold, traded, bartered, or given in exchange for donations, volunteer hours, or compensation in any circumstance. Agency staff and volunteers may receive food during distribution times if they are in need, but they should receive the same food items and number of food items as other clients with similar family sizes. Selling or attempting to return food provided by PBCFB to a donor in exchange for monetary or other compensation will result in immediate termination as a partner agency.

All distributions of food from PBCFB must be supervised by agency representatives to ensure that the food is going to the intended recipients and that recipients are signing off on the agency sign in sheets. Food received from PBCFB cannot be left unattended by partner agencies. While food is being distributed, food should be kept in food safe conditions, including keeping perishable foods cold and shading food from the sun if distribution is taking place outside.

2.5.1 Geography

While we understand that hunger is not bound by county lines, and agencies cannot control where clients come from, food that is provided to PBCFB partner agencies is intended for Palm Beach County residents and may not be distributed outside of Palm Beach County. PBCFB partner agencies must ensure, to the best of their abilities, that food is being distributed to Palm Beach County residents.

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2.5.2 Communication with the Public

Most of our partners open their sites to the public for food distribution, providing the community with an essential service. Ultimately, our goal is to serve our neighbors in need to the best of our abilities, which includes clearly communicating to them the following information:

PBCFB Requirements to Display at Agency Site:

• Days of the week/month and the hours of food distribution.

• If you are able to distribute in emergency cases outside of normal distribution hours, please post this information with a phone number that a representative of your agency can be reached at.

Other Recommended Information to Display:

• Requirements to receive food (form of identification, short interview, etc.)

• Languages spoken at your agency

• How often clients are able to receive food

• If it is recommended that clients bring their own grocery bags or boxes, etc.

• Any rules for client behavior at food distributions (see section 3.5.3 for examples).

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2.5.3 Non-Discrimination Policy and the Right to Refuse Service

PBCFB partner agencies may be open to the general public, or closed to certain populations depending on the type of agency; for example, residential facilities generally only provide food to residents living in the facility. However, whether a partner agency is an open or closed agency, the agency must not deny access to donated product provided by PBCFB on the basis of race, creed, national origin, religious affiliation, sex, sexual preference, age, or handicap.

Partner agencies do have the right to refuse service to a client if:

• The client is creating a stressful situation for other clients.

• The client is disrespectful to agency staff/volunteers.

• The client is posing a safety threat.

• The client is requesting food services above and beyond that which other clients are receiving.

All such refusals must be documented in writing by PBCFB partner agencies and kept on file.

2.5.4 Partner Agency Deliveries

PBCFB encourages the increase in food accessibility for those without transportation through delivery services conducted by PBCFB’s partner agencies. To ensure that PBCFB has knowledge of where and when food is delivered in Palm Beach County, we ask that partner agencies submit regular food delivery routes to PBCFB (this excludes emergency home delivery services). Agencies should submit their route drop-off locations and addresses, as well as delivery days and approximate delivery times.

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Section 3. Agency Compliance and Inactivity Agencies who fail to comply with PBCFB policies, including, but not limited to, the policies outlined in this handbook, may be placed on the inactive list. Agencies placed on the inactive list will not be allowed to pick up food. Agencies may be placed on the inactive list for the following reasons:

• Failure to provide PBCFB with updated documents, including, but not limited to, 501(c)(3) letters, DR-14 tax exempt forms, food safety certificates, pest control invoices, updated contact information, and updated days/hours of food distribution.

• Failure to act on corrective items identified during site visits.

• Failure to turn in monthly reports. Agencies will be issued a warning when they do not turn in reports for two consecutive months. Agencies who do not turn in reports for three consecutive months will be automatically placed on the inactive list. Agencies who turn reports in infrequently may also be placed on the inactive list.

• Failure to submit accurate and original monthly reports. Agencies must submit original copies of their monthly reports to PBCFB and make copies to keep for their own files. In the event that monthly reports are submitted electronically, the electronic copies must be in color, and agencies must retain the original copies. Agencies found to be submitting false reports, whether they are copied and re-used sign-in sheets or forged sign-in sheets, will be automatically placed on the inactive list.

• Failure to pick up food without informing the Programs team. Agencies will be issued a warning when they do not pick up food for two consecutive scheduled pickups. Agencies who do not pick up food for three consecutive scheduled pickups will be automatically placed on the inactive list. Agencies who do not pick up consistently may also be placed on the inactive list.

• Failure to comply with policies as outlined in this handbook and the application, including non-discrimination and distribution policies.

Please note that this is not a complete list, and PBCFB may place an agency on the inactive list for other reasons, as appropriate.

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3.1 Inactive Agencies Partner agencies may be placed on the inactive list for voluntary reasons (for example, the office is closed for the summer) or for involuntary reasons (for example, failure to turn in an updated DR-14 form). Agencies that are inactive for over six months, whether for voluntary or involuntary reasons, will need to reapply to become a partner agency.

Agencies moving from the inactive list back to the active list for voluntary reasons must provide the Programs team with at least a 30 day notice of when the agency plans to become active again, and pass a site visit, if necessary. Agencies moving from the inactive list back to the active list for involuntary reasons must submit all missing and/or updated paperwork. Agencies will become active again 30 days after all paperwork is submitted and after passing a site visit, if necessary.

PBCFB will make every effort to get in touch with partner agencies regarding out of date documents, missing reports, and any other requirements that may impact the partner agency’s ability to pick up food. However, it is the responsibility of each partner agency to provide PBCFB with updated contact information, and to reply to emails, phone calls, letters, etc. If PBCFB is unable to get in touch with a partner agency after repeated attempts, the agency will be placed on the inactive list, and they will not be able to pick up food.

Agencies that are placed on the inactive list multiple times, or are placed on the inactive list for fraudulent activities, may be permanently suspended from picking up food from PBCFB and may not be able to reapply for membership as a partner agency.

3.2 Grievances

3.2.1 Grievances Against Partner Agencies

A client who visits a PBCFB partner agency and would like to lodge a grievance may call the Programs team to inform PBCFB of their grievance. PBCFB partner agencies must supply clients with information about how to contact the Programs team and PBCFB if it is requested.

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When a client contacts the Programs team, they must alert the Programs team of the partner agency they are submitting a grievance about, and the nature of the grievance. The Programs team will communicate with the partner agency and may conduct an unannounced site visit, if necessary and appropriate, within two weeks of the initial filing. The client who filed the grievance may request follow-up after the Programs team’s inquiry and/or site visit.

3.2.2 Grievances Against PBCFB

Partner agencies may also lodge a grievance against PBCFB if the agency believes that PBCFB has not treated them justly. A grievance against PBCFB must be submitted using the Partner Agency Grievance Form (Appendix 5.5). PBCFB’s steps to resolve grievances are outlined below:

1. All completed grievance forms submitted by partner agencies will be reviewed by the Programs team. The team will then develop a Plan of Action and Resolution to remedy the grievance. If the grievance is in regard to a specific staff member on the Programs team, the grievance should be submitted to the Programs Director, who will review the complaint. The Plan of Action and Resolution will be proposed to the Agency Representative within two weeks of receiving the form and they will be given two weeks to either sign-off on the plan or choose to move to Step 2 of the process.

2. If the Agency Representative is not satisfied with the resolution proposed in Step 1, they may request a meeting be set up with the Programs team and Programs Director in writing. The meeting request should include the reasons for not accepting the resolution proposed in Step 1. This meeting would allow for discussion of the grievance, with the goal of coming up with a resolution together and signed off on by both parties at the conclusion of the meeting.

3. If the two parties do not come to an agreed upon conclusion by the end of the meeting, a meeting with the PBCFB’s Executive Director will be set within the next three weeks. Additional staff members involved in the Grievance Process may be invited to this meeting. The Executive Director will issue a written letter communicating the decision to the Agency Representative within two weeks of the conclusion of this meeting. This decision is final and the grievance process is complete.

An agency will not be discriminated against, harassed, or suffer any reprisals as a result of filing a grievance.

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Section 4. Appendices

4.1 Handbook Acknowledgement Form

PARTNER AGENCY HANDBOOK ACKNOWLEDGEMENT FORM

As a partner agency of the Palm Beach County Food Bank, I understand that our agency,

_______________________________, must adhere to the rules and guidelines of being

a partner agency. The rules and guidelines are outlined in the Partner Agency Handbook,

which I certify that I have read and understood. I understand if I have questions about

any aspect of being a Palm Beach County Food Bank partner agency, I should contact

the Programs team.

I, _____________________________, acknowledge that I have read the Handbook

Acknowledgement Form on behalf of my agency, ______________________________,

in order to participate as a partner agency with the Palm Beach County Food Bank. I

commit to sharing the information with the appropriate staff members and/or volunteers

at my agency.

_______________________________ _____________________ Signature Date

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4.2 Temperature Log

Palm Beach County Food Bank

Temperature Log

Agency Name/Number: ________________________________

DATE FREEZER (0°F or below)

REFRIGERATOR (40°F or below)

DRY (78°F or below)

INITIALS

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Last updated: 8/17/2018

AGENCY MONTHLY REPORTS

Monthly reports are made up of the sign-in sheets used by partner agencies to track the number of people they serve each month. Please make sure you check the appropriate box to indicate whether you are a food pantry, soup kitchen, or residential facility.

Make sure your agency name and number is on every sheet.

Sign-In Sheet:

• Check the box in the top right hand corner to indicate whether your agency is a food pantry or soup kitchen. Residential agencies should check the residential box AND the type of feeding program that best applies to their agency. Agencies that are both a food pantry and soup kitchen will need to fill out sign-in sheets for both.

• Please have each person picking up food print their name legibly on the Sign-In Sheet and record the total number of people in their household (for food pantries) or the total number of meals they are receiving (for soup kitchens). The total number of people in the household/total number of meals should include the person who is signing in.

• At the bottom of each Sign-In Sheet provide the total number of names and the total number of household members/meals.

Monthly Distribution Sheet:

• Check the box in the top right hand corner to indicate whether your agency is a food pantry or soup kitchen. Residential agencies should check the residential box AND the type of feeding program that best applies to their agency. Agencies that are both a food pantry and soup kitchen will need to fill out monthly distribution sheets for both.

• Include the name of the person filling out the monthly report, and certify that food given out by your agency was distributed to Palm Beach County residents.

• For each distribution date your agency had this month, write the date, total number of

names, and total number of people in a household/meals.

• At the bottom of the Monthly Distribution Sheet, you will need to put a monthly total for number of distribution dates, number of names, and number of household members/meals.

Make copies of all sheets for your records and return the originals (or scanned color

copies) by the 7th of each month to:

Attn: Agency Relations Palm Beach County Food Bank

525 Gator Drive Lantana, FL 33462

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❑ FOOD PANTRY ❑ SOUP KITCHEN ❑ RESIDENTIAL

Last updated: 8/17/2018

Palm Beach County Food Bank

SIGN-IN SHEET

DISTRIBUTION DATE: AGENCY NAME/NUMBER:_____________________________________________

One person per family must print their name and fill in the number of people in their household or total number of meals they are receiving. The total should include the person signing in.

Name: # of People in Household/Meals:

Name: # of People in Household/Meals:

1. 17.

2. 18.

3. 19.

4. 20.

5. 21.

6. 22.

7. 23.

8. 24.

9. 25.

10. 26.

11. 27.

12. 28.

13. 29.

14. 30.

15. 31.

16. 32.

TOTAL # OF NAMES: ______ TOTAL # OF PEOPLE IN HOUSEHOLD/MEALS: _______

NOTE: Food provided by the Palm Beach County Food Bank (PBCFB) is intended for Palm Beach County residents. PBCFB agrees to uphold and maintain the confidentiality of the information supplied by your agency which includes but is not limited to, client lists of information.

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❑ FOOD PANTRY ❑ SOUP KITCHEN ❑ RESIDENTIAL

Last updated: 8/17/2018

Palm Beach County Food Bank MONTHLY DISTRIBUTION SHEET

MONTH/YEAR:_____________________

AGENCY NAME/NUMBER:

To the best of my knowledge, food provided by the Palm Beach County Food Bank was provided to Palm Beach County residents (please certify by signing below).

FORM COMPLETED & CERTIFIED BY:

Distribution Date: Total # of Names: Total # of People in

Household/Meals:

MONTHLY TOTALS:

NOTE: Food provided by the Palm Beach County Food Bank (PBCFB) is intended for Palm Beach County residents. PBCFB agrees to uphold and maintain the confidentiality of the information supplied by your agency which includes but is not limited to, client lists of information.

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Partner Agency Calendar 2019 JANUARY

S M T W T F S 1 2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 22 23 24 25 26

27 28 29 30 31

FEBRUARY

S M T W T F S 1 2

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27 28

MARCH

S M T W T F S 1 2

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27 28 29 30

31

APRIL

S M T W T F S 1 2 3 4 5 6

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30

MAY

S M T W T F S 1 2 3 4

5 6 7 8 9 10 11

12 13 14 15 16 17 18

19 20 21 22 23 24 25

26 27 28 29 30 31

JUNE

S M T W T F S 1

2 3 4 5 6 7 8

9 10 11 12 13 14 15

16 17 18 19 20 21 22

23 24 25 26 27 28 29

30

JULY

S M T W T F S 1 2 3 4 5 6

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30 31

AUGUST

S M T W T F S 1 2 3

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

25 26 27 28 29 30 31

SEPTEMBER

S M T W T F S 1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30

OCTOBER

S M T W T F S 1 2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 22 23 24 25 26

27 28 29 30 31

NOVEMBER

S M T W T F S 1 2

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27 28 29 30

DECEMBER

S M T W T F S 1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30 31

PALM BEACH COUNTY FOOD BANK (PBCFB)

AGENCY CALENDAR KEY

PBCFB Closed for a holiday. Agency pickups on these days will be rescheduled by the Programs Team.

1/1 New Year’s Day

1/21 MLK Day

5/27 Memorial Day

7/4 Independence Day

9/2 Labor Day

11/28 - 11/29 Thanksgiving

12/25 – 12/26 Christmas

PBCFB New Partner Agency application cycle closes. Applications must be completed (documents, site visit, and orientation) in order to be considered.

3/31

7/31

11/30

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Contact Information:

Agency Name: Agency Number:

Name of Person Filing Grievance:

Agency Mailing Address:

City: Zip Code:

Phone #: Email:

Explanation of Grievance:

Date of Occurrence:

Nature of Complaint and Relevant Details:

Proposed Resolution:

Signature of Person Filing Grievance Date

Please submit this form to the Programs Team by emailing it to agency@pbcfoodbank.org or

mailing it to: ATTN: Agency Relations, Palm Beach County Food Bank, 525 Gator Drive, Lantana,

FL 33462

Form for Partner Agencies Filing a Grievance

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The Information below is for the Programs Team to fill out ONLY.

Signature of Staff Member Receiving Grievance Date Received

Follow Up Procedure Notes:

Plan of Action and Resolution (see attached letter):

Signature of Programs Team Member Date

Signature of Programs Director Date

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Is it still safe to eat?

Information veri�ed by the

US Department of Agriculture

You can also use the FoodKeeper

App or visit foodsafety.govfor additional information

What do they really mean?“Sell By”, “Best By”, “Expiration”, and “Use By” dates are not indicators of food safety. Those dates simply indicate the manufacturer’s guarantee of best quality, not if the product is safe to consume.

The Palm Beach County Food Bank has created an easy to use expiration date guide with best practices for when food should be consumed by.

All of the information on the following pages is based on the standards and regulations set forth by the USDA.

Please join us in following this guide to ensure we are distributing safe to eat foods and helping to eliminate food waste.

Expiration Dates

*Please keep in mind that these are guidelines and you should not consume product that contains mold, has developed a bad odor, or has not been stored properly.

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Printed Date

1-2 Weeks Past

1-2 Months Past

6 Months Past

9 Months Past

1 Year Past

2 Years Past

1-2 Months Past

Baby Food Shelf-Stable Milk

Canned Goods Peanut Butter Spices White Rice Water

Dry Goods Pasta Brown Rice Cereals Sauces Condiments Baking Ingredients

Frozen Meat Frozen Poultry

Mayonnaise Chocolate Candy Frozen Pastries Frozen Bread Drinks (Except Milk & Water)

Refrigerated Cheese Frozen Deli MeatsRefrigerated Eggs in Shell

Fresh Bread Yogurt Tortillas Pita Pastries Refrigerated Deli Meats

.

. . . .

.

. . ..

.

. . .. .

. ..

Expiration Date Guidelines

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ApplesauceBaby FoodBaking IngredientsBBQ SauceBreadBread (Frozen)Bread MixBrown RiceCake MixCandyCanned FoodCanned FruitCanned MeatCanned SoupCanned VegetablesCerealCheese (Refrigerated)Cheese (Hard)Chicken (Frozen)Chips (Potato/Tortilla)ChocolateCokeCondiments (Except Mayo)CrackersCream of Wheat (Mix)Deli Meat (Refrigerated)Deli Meats (Frozen)Dried FruitDrink PowderDrinks (Except Water and Milk)Dry BeansDry GoodsEggs (In Shell/Refrigerated)Fish/Shell�sh (Frozen) FlourFrostingFrozen BreadFrozen ChickenFrozen Deli MeatsFrozen Fish/Shell�shFrozen MeatFrozen PastriesFrozen PoultryGatoradeGelatin CupGrits (Dry)Hard Cheese

HoneyIcingJamsJelliesJell-OJuiceKetchupMayonnaiseMeat (Frozen)Milk (Shelf-Stable)MustardOatmealPancake MixPasta (Dry)Pastries (Frozen)Pastries (Fresh)Peanut ButterPicklesPita BreadPopcorn (Kernels)Poultry (Frozen)PoweradePreservesPudding CupsPudding MixRefrigerated BreadRefrigerated CheeseRefrigerated Deli MeatRefrigerated PastriesRelishRice (Brown)Rice (White)Salad DressingsSaltSauceShelf-Stable MilkSodaSpaghetti SauceSpicesSprinklesStu�ng (Dry)SugarSyrupTortillasWaterYogurt

1 Year0 Days 1 Year1 Year1-2 Weeks6 Months1 Year1 Year1 Year6 Months2 Years2 Years2 Years2 Years2 Years1 Year1-2 Months6 Months9 Months1 Year6 Months6 Months1 Year1 Year1 Year1-2 Weeks1-2 Months1 Year1 Year6 Months1 Year1 Year1-2 Months3-6 Months1 Year1 Year6 Months9 Months1-2 Months3-6 Months9 Months6 Months9 Months6 Months1 Year1 Year6 Months

2 Years1 Year1 Year1 Year1 Year6 Months1 Year6 Months9 Months0 Days1 Year1 Year1 Year1 Year6 Months1-2 Weeks2 Years1 Year1-2 Weeks1 Year9 Months6 Months1 Year6 Months1 Year1-2 Weeks1-2 Months1-2 Weeks1-2 Weeks1 Year1 Year2 Years1 Year2 Years 1 Year0 Days6 Months1 Year2 Years1 Year1 Year2 Years1 Year1-2 Weeks2 Years1-2 Weeks

Alphabetized Product ListProduct Past the Expiration Date Product Past the Expiration Date

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