DPSS ePolicy

Civil Rights Liaison and ADA Liaison

District/Regional Civil Rights Liaisons (CRLs) and ADA Liaisons hold managerial positions and work closely with the CRS and CSLs to ensure adherence with Civil Rights and ADA policies in DPSS District Offices.

Customer Service Liaison

CRS CSLs are management level personnel that are out stationed at GR andCalWORKs District Offices to assist District Office staff with coordinating reasonable accommodations and modifications for individuals with disabilities.  Among other responsibilities, CSLs provide guidance on Civil Rights and ADA Title II reasonable accommodation/modification polices and are responsible for ensuring timely completion of each Reasonable Modification Request (RMR).

Discrimination Complaint

A complaint alleging a customer was denied equal access to programs or services offered through DPSS, based on one or more of the following protected categories:  National Origin (including language), Color, Race, Ancestry, Ethnic Group Identification, Physical or Mental Disability, Age, Sex, Gender, Gender Identity or Expression, Sexual Orientation, Marital Status, Domestic Partnership, Medical Condition, Genetic Information, Religion, Political Affiliation, Citizenship, Immigration Status, or any other applicable basis.  Discrimination complaints may also include retaliation.

Model Office Concept

A service delivery model designed to optimize the customer experience, provide consistent practices across District Offices and reduce wait time for customers who need to conduct quick transactions without the need to see an Eligibility Worker.

Reasonable Accommodation/Modification

Modifications to policies, practices, or procedures to ensure all programs and services administered by DPSS are accessible to customers with disabilities and do not:  1) Fundamentally alter the nature of the program, service, or activity; or 2) Impose an undue financial or administrative burden, considering all resources available to the program, service, or activity.  Examples of a reasonable accommodation or modification may include, but are not limited to, assisting customers who are blind or visually impaired with completing forms, or expediting services for customers with post traumaticstress disorder, who have difficulty functioning in crowded spaces.

It is the responsibility of the DPSS employee to offer and provide an accommodation if a disability is apparent or the customer informs staff that they have a disability.  For example, a customer may appear to have difficulty understanding program requirements; the employee must offer an accommodation to speak slowly and explain all program requirements in a clear and measured manner.  The accommodation is then documented, and a Special Circumstance Indicator is added to the case.

Note: Only the ADA Title II Coordinator has the authority to deny a reasonable accommodation/modification.