POLICIES AND PROCEDURES MANUAL 8201 South Congress Avenue

POLICIES AND PROCEDURES
MANUAL
8201 South Congress Avenue
Austin, Texas 78745
512.282.2111
www.austinfoodbank.org
Table of Contents
History and Overview
Page
Welcome and History……………………………………………………...3
Advocate……………………………………………………………………...4
Contact………………………………………………………………………. 4
Becoming a Partner Agency…………………………………………….. 5
Fees, Credit and Billing………………………………………………….. 9
Building and Brand Protection………………………………………….10
Ongoing Compliance Requirements…………………………………...10
Grievances…………………………………………………………………...15
Suspension/Termination…………………………………………………15
Food Product and Sourcing………………………………………………16
Understanding the use of Donated Product………………………….16
Receiving Food………………………………………………………………17
Food Handling/Storage/Inspection…………………………………….23
CAFB Programs and Resources………………………………………….25
Capacity Building…………………………………………………………..27
CAFB MISSION STATEMENT
To nourish hungry people and lead the community in ending hunger.
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Capital Area Food Bank History and Overview
Welcome
The Capital Area Food Bank of Texas (CAFB) welcomes you as a Partner Agency. We look
forward to working with you to fight food insecurity amongst our community.
CAFB appreciates that your organization:
 Demonstrates a commitment to serving those who are at risk of food insecurity.
 Have dedicated and motivated staff committed to providing great service,
maintaining records, and proper reporting to ensure the continued success of the
program.
CAFB History
In 1981, a small group of concerned Austinites from the United Urban Council (the
predecessor of today’s Austin Area Interreligious Ministries) and individuals from several
other community organizations formed the Capital Area Food Bank of Texas, Inc. (CAFB).
They recognized the need for such a service, as well as the availability of surplus food
from various food companies and grocery stores that might otherwise go to waste.
In its first year of operation, the Food Bank acquired and distributed 55,000 lbs. of
food, all locally distributed. The first agencies to receive food were Caritas, CEACO, Faith
Food Pantries, Meals on Wheels and the Salvation Army. From that humble start,
distribution has grown to an average of 24,000,000 lbs. of food and grocery products a
year, provided to more than 300 non-profit organizations in 21 counties in Central Texas.
From the beginning, CAFB was involved in the distribution of USDA butter and
cheese, released by order of President Reagan to reduce surpluses in government
warehouses. That grew into the Temporary Emergency Food Assistance Program
(TEFAP), administered by the Texas Department of Human Services, under which CAFB
distributed a variety of staple commodities (flour, cornmeal, rice) to households in Travis
County. In the next few years, that contract was extended to eight other counties. In
1997, TEFAP was replaced by TexCAP and USDA commodities were made available to all
emergency feeding programs in Central Texas.
In 1983, CAFB became a certified affiliate of Second Harvest, now Feeding America,
the Nation’s Food Bank Network, providing access to food donated by major food
companies across the country. Feeding America membership holds CAFB accountable for
providing the highest standards of food storage and handling, record keeping including
accurate tracking of donations, and assurance that the food is being used only for
charitable purposes.
Over the years, the quantity and variety of available products have grown rapidly, as
has the number of agencies receiving food. New CAFB programs were created as the need
arose and as the resources became available.
CAFB is also active in Feeding America programs and the Texas Food Bank Network
(TFBN). These activities have resulted in increased quantities of fresh produce, enhanced
transportation capacity, more efficiency in transferring product from donors to CAFB, and
better training for staff in all aspects of food banking.
Throughout its history, the Capital Area Food Bank board and staff have recognized
that it is the Partner Agencies who do the real work of feeding hungry people. The role of
the Food Bank is to help the Agencies do that work more easily, more cheaply and on a
larger scale.
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To Nourish Hungry People and Lead The Community In ending
Hunger - ADVOCATE
CAFB realizes hunger is a symptom of other societal problems such as economic
conditions, poverty and unemployment. Other issues including drought, food and gas
prices, the cost of healthcare and limited social service support also affect the demand on
services provided by food banks and our Partner Agency networks.
CAFB continues to be a leader in public policy issues affecting hunger – from City Hall
to the U.S. Capitol. We work in partnership with other Texas food banks as well as many
other organizations on behalf of the hungry, to ensure that access to healthy food is
available for all Central Texans.
As a CAFB Partner Agency, we ask that you not only stay informed about our
advocacy & public policy efforts, but get involved and participate in them. Advocate for
hunger relief – sign up for our action alerts at austinfoodbank.org/advocate
How To Reach Us & General Information
Physical address: 8201 South Congress Avenue, Austin, Texas 78745
Mailing address: Same
Telephone Numbers: (512) 282-2111 or (800) 786-2616
Fax: (512) 282-6606
To submit monthly reports by email: [email protected]
To submit monthly reports online: www.austinfoodbank.org/partner
To submit monthly reports to the Hotline: extension 353
For billing questions: extension 103
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Becoming a Partner Agency
In order to gain and maintain membership with CAFB, a Partner Agency must meet
minimum requirements as set out by Feeding America, IRS, USDA and CAFB leadership.
By federal law, a 501(c)(3) or other tax exempt organization, must be fiscally,
programmatically and legally responsible for the handling and distribution of donated
food received by CAFB.
To assure compliance and accountability, the CAFB has an application process for
organizations interested in becoming a Partner Agency. CAFB accepts applications for
partnership from organizations that, for charitable purposes, wish to distribute food to
the ill, needy or infants. These types of partnerships include but are not limited to an
emergency or non-emergency food pantry, emergency congregate meal provider, shelter,
transitional living facility, back-pack program and snack program.
To partner with CAFB an agency must:
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Meet 501(c)(3) or equivalent status
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Have a minimum of three months emergency food distribution experience prior
to CAFB partnership
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Post required posters and complete any survey requests sent by CAFB
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Meet CAFB minimum requirements (see below)
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Complete a CAFB New Partner Agency application, program outline, Letter of
Agreement and USDA eligibility form
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Attend a mandatory Orientation/Civil Rights/Safe Food Handling class
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Pass an initial physical site inspection
Agencies may not distribute CAFB donated products to other agencies
Non-Profit 501(c)(3) Status
All agencies receiving donated products from CAFB must be federally exempt 501(c)(3)
organizations, be affiliated with a 501(c)(3), or a 501(c)(3) equivalent (churches). See IRS
Publication 557 for an explanation of the different 501(c) statuses. The agency must
adhere to all requirements under IRS Code 170(c)(3).
An agency that is affiliated with a church or a program directly sponsored by a church
may use the nonprofit designation of the parent affiliation of that church (e.g. Southern
Baptist Convention, Diocese of Austin, Lutheran Church-Missouri Synod, etc.). In such
cases, the agency must submit a letter on the church’s letterhead affirming that the
program is directly associated with that church and the church is affiliated with the
parent organization.
An independent or non-denominational church or a program directly sponsored by an
independent church and has not received a nonprofit designation from the IRS may
submit a letter on the church’s letterhead signed by its Chief Executive Officer affirming
that the organization is, in fact, a church, and has not applied to the IRS for 501(c)(3)
status and been denied, nor has had its 501(c)(3) status revoked by the IRS.
Furthermore, such church must affirm that it essentially meets the fourteen criteria
employed by the IRS in defining a church. If your agency falls within this category, the
signed form will be placed in your file prior to agency membership. This form will be
included with your application packet if deemed necessary and in the addendum.
A copy of the 501(c)(3) determination letter or a letter of affiliation or affirmation must
be submitted to the Food Bank before membership can be activated.
The agency must maintain its 501(c)(3) status and adhere to all requirements
under IRS Code 170(e)(3). Failure to comply may result in a change of privileges with
CAFB, including suspension or termination of Food Bank membership.
In addition, proof of federal compliance audits must be submitted if the Partner
Agency has annual expenditures of $500,000 or more.
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Because the TexCAP commodities and FEMA programs are federally funded, CAFB is
required to comply with the Single Audit Act of 1984. Our independent financial auditors
have asked that we include the following information for all Agencies that may be affected
by this and related laws.
Single Audit Act: For each fiscal year included within a contract period in which a
Partner Agency expends a total of $500,000 or more in Federal awards from all sources,
the partner is required to have an audit conducted in accordance with the Single Audit
Act of 1984, 31 U.S.C., Section 7501 et seq., and OMB Circular No. 133 “Audits of
Institutions of Higher Education and other Nonprofit Institutions.”
Absence of Discrimination
A Partner Agency may never discriminate. Doing so will subject your partnership to
immediate termination.
The U.S Department of Agriculture prohibits discrimination against its customers,
employees, and applicants for employment on the bases of race, color, national origin,
age, disability, sex, gender identity, religion, reprisal, and where applicable, political
beliefs, marital status, familial or parental status, sexual orientation, or all or part of an
individual's income is derived from any public assistance program, or protected genetic
information in employment or in any program or activity conducted or funded by the
Department. (Not all prohibited bases will apply to all programs and/or employment
activities.)
If you wish to file a Civil Rights program complaint of discrimination, complete the
USDA Program Discrimination Complaint Form, found online at
http://www.ascr.usdagov/complaint filing cust.html, or at any USDA office, or call
(866) 632-9992 to request the form.
You may also write a letter containing all of the information requested in the form.
Send your completed complaint form or letter to us by mail at U.S. Department of
Agriculture, Director, Office of Adjudication, 1400 Independence Avenue, S.W.,
Washington, D.C. 20250-9410, by fax (202) 690-7442 or email at
[email protected].
Individuals who are deaf, hard of hearing or have speech disabilities may contact
USDA through the Federal Relay Service at (800) 877-8339; or (800) 845-6136 (Spanish).
USDA is an equal opportunity provider and employer.
Three Month Experience Requirement
The following requirement is for food pantry and congregate feeding programs only. CAFB
requires three months (prior to CAFB partnership) of food pantry or similar emergency
food program distribution experience to a minimum of 25 families in order to qualify for
partnership. Partnership with CAFB is meant to enhance the work your agency is already
doing. Commodities available from CAFB should supplement your inventory not be the
sole source. The experience requirement is meant to show CAFB that your agency has
acquired food/financial support of the community which is one key to long-term success
and stability. Direct distribution to clients and record keeping can be difficult so the
experience requirement also shows your commitment to human service and
accountability requirements. All current CAFB Partner Agencies are required to serve a
minimum of 25 families per month.
New Agency Gap Analysis
The New Agency Gap Analysis is designed to ensure needs are being serviced. CAFB
will identify what current client services are available in a nearby radius which may
require new Partner Agencies to alter their service plan. The applicant will be asked to
review the input and create a work plan around this input to help ensure that all CAFB
partners cover needs and work in conjunction with each other. Input received may
include but is not limited to:
 Requesting new applicant distribute on different day/time than current Partner
Agency
 Partner together in community awareness and/or advocacy of hunger issues and
relief assistance
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Minimum Requirements
Potential new CAFB Partner Agency must:
 Serve the ill, needy or infants
 Follow all IRS, USDA, TEFAP, Feeding America and CAFB Policies and procedures
 Agree to attend CAFB mandatory Civil Rights, Safe Food Handling training
annually
 Emergency food pantries must be open to the public a minimum of twice a month
for a minimum of two hours each distribution
 Non-emergency food pantries must show they are population specific and provide
case management for clients (e.g. Aids Services or Refugee)
 Documentation of 3 months of service to a minimum of 25 families per month
prior to CAFB partnership
 Deposit funds to your CAFB account to cover handling fee on initial orders for the
first three months of partnership
 Work well and in conjunction with CAFB and the network of Partner Agencies
 Agree to post required And Justice For All and Notice to Clients posters in areas
that are viewable to clients in addition to posted hours/dates of distributions
 Agree to keep CAFB updated on agency contact and correct emails and promptly
reply to all survey, reports and other requests
 Agree to keep CAFB updated on any service plan changes such as hours/days of
operation etc.
Partner Agency Application
Nonprofits interested in CAFB partnership must complete a Partner Agency
application and submit a program operation outline. Applications can be downloaded
from the CAFB website or can be requested from any Agency Relations staff.
Applications are to be submitted along with the application outline describing the
feeding program, proof of 501(c)(3) or equivalent status, signed Letter of Agreement, USDA
eligibility form and any health department certificates (if applicable), Board of Directors
list, and 3 months of documentation of prior distribution services. Incomplete
applications may be returned to sender.
Training Requirements
Potential Partner Agencies must attend an Orientation/Civil Rights/Safe Food
Handling Class as part of the application process. The agency must send a minimum of
one representative, but we recommend sending everyone who will be involved with
interactions between your organization and CAFB. After class, it is the responsibility of
the attendee to then train and inform others within your organization of the information
learned in the class on how to interact with CAFB. This includes ordering and order pickup. Agencies that send untrained staff/volunteers to CAFB or a regional pick-up site may
be asked to repeat the class. Please note that agencies are required to attend this class
annually. This requirement ensures CAFB is meeting Feeding America and USDA
regulations by providing our Partner Agencies Civil Rights and Safe Food Handling
training.
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Initial Inspection
Upon completion of the application, training requirement, and gap analysis an initial
inspection of the physical location will be conducted. After becoming a Partner Agency
your site will be monitored annually and visited periodically. The purpose of these visits
is to ensure that your site is in compliance with all federal and local regulations, and
provide a way for CAFB to assist you in improving the effectiveness and impact of
programs at your site. If your agency changes location, CAFB must be contacted in
advance and the new location must pass an initial inspection. CAFB product may not be
stored in the new location until the initial inspection is approved.
What CAFB is looking for and what to expect during an initial inspection:
 Site is in compliance with all federal and local regulations
 Required CAFB signage visible: Proper signage and required posters are displayed
(signage must include days and times of food distributions and must be located in
an unobstructed area at the entrance of the facility)
 That the site has proper food storage and that it can be secured from theft
 Document if the site has the ability to store/handle/distribute perishable items
 Observe how the food will be distributed to clients and to ensure the process does
not violate Civil Rights regulations (See Civil Rights)
 Distribution/storage/client area is clean and orderly
 Proper record keeping system is in place
 Must pass the inspection requirements. A failed inspection can lead to a
temporary suspension or termination.
Qualifying of Home-based services:
CAFB may distribute products to home based programs such as foster care group
homes, transitional living organizations, and treatment centers housed in a single family
dwelling only if the service is provided under the auspices of a 501 (c) (3) organization.
Lease agreements must state that no individual is paying specifically for the food, and
steps are taken to assure that primary service is to the needy. Boarding homes are not
eligible to receive CAFB services. As an alternative, residents may be eligible to receive
food through local emergency food pantries based on their income using the TEXCAP
Eligibility Guidelines. All of the aforementioned housing organizations must meet the
following criteria to become a CAFB Partner Agency and maintain CAFB membership.
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There may be no fewer than (8) eight residents in each facility
The housing organization must have at least one paid staff member
The organization must be licensed by a state entity that regulates operations and
issues licenses, certifications and registrations to facilities that provide home
based services. For instance, the Texas Department of Family and Protective
Services licenses facilities such as foster group homes, therapeutic camps,
residential treatment centers, halfway houses, emergency shelters, day cares and
maternity homes under the Texas Human Resources Code §42.002; §42.052 (c);
DFPS Rules, 40 TAC, Licensing §745.37.
All shared maintenance fee payments to CAFB must come from the nonprofit
organization and not from an individual living in the home or non-501(c)(3) group
No one may sell and/or be reimbursed for grocery products acquired from CAFB
or distribute this product to other entities. Violation of this policy is cause for
immediate termination of CAFB membership
Household members must not be charged for product received from CAFB, nor
may they be required to perform services or in any way compensate for food
received
Household members may not be required to participate in a religious event or join
any part of this organization as a condition of receiving food
Each Partner Agency must meet all CAFB and pertinent health department food
storage and food handling requirements. Specifically, records of the last health
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department inspection, pest control contract, temperature logs, and food handling
certificate must be made available to monitoring staff on request. Please note:
some cities or county health departments do not require an annual health
inspection; however, CAFB does to assure the safe preparation of food obtained
from the Food Bank.
Each Partner Agency will be visited by CAFB agency relations staff in an
announced or unannounced visit within the first 3-6 months of initial monitoring
visit
The distribution and pick up procedures and guidelines are the responsibility of
the participating organization’s staff members. Residents may not be the primary
point of contact.
Overstocking of CAFB items is prohibited. The household may order only the
amount of product that can be reasonably expected to be consumed prior to the
next order period. Agencies placing orders that seem excessively large may be
subject to an unannounced visit by CAFB to inventory available food supplies.
Fees, Credit and Billing
Every Partner Agency helps offset CAFB operational costs by paying a handling fee
(sometimes called Shared Maintenance Fee or SMF) to help defray warehouse expenses,
freight, administrative and miscellaneous costs in making these items available. This is
not a charge for food. The fee is assessed on the gross weight of products received.
Shared Maintenance charges may not exceed the cap on such fees established by Feeding
America which is 0.21 cents/pound, although CAFB has a maximum of 0.19
cents/pound CAFB may, at its discretion, reduce or eliminate this fee on certain specific
products. On occasion CAFB may pass on “value-added processing” (VAP) costs related
to packaging or processing certain highly desirable products. Contact CAFB for current
handling fees.
Partner Agencies may take advantage of the many free items available as a “shop for”,
including fresh produce, dairy, and bread. Partner Agencies arriving with their
membership ID card are able to “shop for” without an appointment Monday-Friday 8:00
a.m. – 4:00 p.m. Partner Agencies must accrue a minimum of $30 Shared Maintenance
Fee per month. Otherwise, a $30/month administrative fee will be charged.
A CAFB credit account will be established for a newly approved Partner Agency at the
discretion of the Senior Director of Agency Relations or Chief Operating Officer. A newly
formed Partner Agency or Agency without sound financial support may be placed on POR
(Payment on Receipt) status for a period of three (3) months. The credit status will be
reviewed periodically and may be changed according to the payment history of the Partner
Agency.
Credit: Partner Agencies will receive an electronic invoice each month only if there is
a balance due. It is the responsibility of the Partner Agency to maintain accurate
communication and reporting with CAFB at all times. All invoices are due within 30 days
of the invoice date. After 30 days, an unpaid invoice is considered past due. After 60
days, the unpaid invoice is considered delinquent and all of the Partner Agency’s
privileges are suspended. CAFB privileges will be reinstated only after all past due
invoices are paid. To arrange for payment of past due invoices, the Partner Agency
should contact the CAFB Accounting Department.
Payment on Receipt (POR): All new Partner Agencies will be placed on POR
(Payment on Receipt) status for a period of three (3) months. During this time, Partner
Agencies will not have an established credit line but will be able to pay contributions
towards their account. After the POR status of three (3) months, a credit line will be
created for the account. The credit limit will be based on evaluation of the account by
both Finance Department and Agency Relations Manager.
Agencies that are delinquent in paying their invoices twice in a twelve (12) month
period will be placed on POR status, whereby payment by company check, cash, or credit
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card must be made at the time the order is picked up. Since the CAFB Regional Delivery
driver may not take cash payments, an Agency receiving delivery is required to make a
cash deposit on its account prior to placing an order. If, after three (3) months of POR
status, the Agency's payment history indicates it to be credit worthy, the Agency will
return to credit status. Payment methods: Agencies are encouraged to pay their invoice online. Agencies
may also submit an agency check, cashier checks, Visa, MasterCard, American Express
and Discover. The Partner Agency account number and the invoice number(s) must be
included with payment, either by writing these numbers on the check or by enclosing a
copy of the Partner Agency’s statement. A $25 charge will be assessed for returned
checks. Returned checks will not be re-deposited. The Partner Agency must provide a
replacement payment by cashier’s check, money order or cash. This payment must be
received before the Partner Agency can place another order.
Membership ID replacement cards: Each Partner Agency will receive two (2)
membership cards upon approval. New cards are issued depending upon the condition of
the card and will be exchanged for the original issue. The membership ID cards are the
responsibility of each Partner Agency. If a designated shopper leaves a Partner Agency, it
is the Partner Agency's responsibility to see that the cards are returned and redistributed
to the new Partner Agency shopper. The Partner Agency will be assessed a $5.00 fee for
replacement of each membership ID card if misplaced. The $5.00 fee will appear on the
Partner Agency’s next billing statement.
Accountability: The Partner Agency must maintain good credit with CAFB by keeping
its shared-maintenance payments current.
Building Brand Protection
A nonprofit’s brand is important and one of the keys to their success. Building and
protecting your brand should be a priority as it attracts donors and tells the community
your impact, value and how you help.
So what is branding, exactly? Branding is successfully creating a brand identity that
will not only make your organization more memorable, but will help to attract supporters.
Many different components go into developing a brand, including eye-catching designs
and a unique name; however, a brand encompasses more than just a logo. It’s what the
community takes away from the experience of working with you. It’s what your
organization stands for and is known for within your community. It is your reputation.
Partner Agencies must be willing to not only protect its own brand, but that of the retailer
to whom they are paired and CAFB. This means the Partner Agency must exercise:
 Safe food handling, transporting and storing of product
 Ability to work with multiple people within the store
 Strong customer service skills
 Ability to problem solve
 Patience
 Sound judgment when talking about CAFB
Ongoing Partner Agency Compliance Requirements
Partner Agencies are expected to be good stewards of the donated commodities
entrusted to them from CAFB. To assure this, Partner Agencies are required to attend
training, be monitored, remain diligent in proper record keeping, practice safe food
handling, and to stay in compliance with all food storage and distribution policies. Please
read this section carefully to fully understand CAFB’s expectations of Partner Agencies.
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Annual training: Per Feeding America and USDA at least one member of the agency’s
staff, whether paid or volunteer, must attend CAFB Orientation/Civil Rights/Safe Food
Handling class each year. This class is held on the fourth Monday of each month from 1
p.m. – 3:30 p.m. at St. Johns Community Food Center and periodically at other locations
throughout Central Texas. The class is free to Partner Agencies. (Times are subject to
change, but a notice will be sent out prior to that change.) This mandatory requirement
can be met by attending the CAFB orientation class (which covers food safety and civil
rights) or complete both Food Handler and Civil Rights online courses and supply CAFB
with the certificates. In addition to this requirement, if the Partner Agency is a meal
provider (prepares meals for clients) than a member of the Partner Agency’s staff must
hold a certified food manager certificate from the local health department, a current or
updated copy must be provided to CAFB for the Partner Agency’s files. This additional
certification does not exempt the staff from attendance of the annual CAFB required
class.
Annual monitor (inspection): Feeding America requires that CAFB Partner Agencies
must be monitored at a minimum of every two years. CAFB chooses to conduct these
monitors annually. If an agency receives grievance complaints, then the number of
monitors may increase as needed or may even include a mystery shop.
What is the CAFB looking for during a monitoring visit?
 Site is in compliance with all federal and local regulations
 Emergency food pantries must be open to the public a minimum of twice a month
for a minimum of two hours each distribution
 Serve a consistent minimum of twenty five families monthly
 Required CAFB signage visible: Proper signage and required posters are displayed
(signage must include days and times of food distributions and must be located in
an unobstructed area at the entrance of the facility)
 Sufficient number of volunteers are available for a successful program (see
volunteers)
 That the site has proper food storage and that it can be secured from theft (see
food storage)
 Document if the site has the ability to store/handle/distribute perishable items
(see perishable items)
 Observe how the food will be distributed to clients and to ensure the process does
not violate Civil Rights regulations (See Civil Rights)
 Distribution/storage/client area is clean and orderly
 Proper record keeping system is in place (see record keeping)
 That the Partner Agency’s records correspond and back up the information
reported to CAFB
Record keeping: Keeping a proper paper trail is the Partner Agencies proof that they are
being good stewards of the donated commodities entrusted to them from CAFB and its
donors and that those donations are being use for purposes intended. Partner Agencies
are required to keep all records onsite and make them available to CAFB, Feeding
America, USDA or TDA staff when requested. Records should include:
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Food Statements: Food statements (also known as “Pick-Lists”) should be kept
within the pantry. These records should be made available to the CAFB
representative during monitoring and must be kept on-site for 3 years.
Pest Control Records: Food storage areas are particularly susceptible to rodent
and insect infestation. A visual inspection of the Partner Agency’s facilities should
be done at least monthly, with prevention and treatment at least quarterly or as
needed.
o If the Partner Agency uses a professional pest control company, copies of
service reports, including chemicals used, should be made available to the
CAFB representative during monitoring and records must be kept on-site for 3
years.
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If the Partner Agency chooses to conduct its own regularly scheduled pest
control program, a record of chemicals used and treatment dates must be
kept. This record should be made available to the CAFB representative during
monitoring and records must be kept on-site for 3 years. Only pesticides
approved for food storage facilities may be used.
o The exterior perimeter of the storage location must be kept free of tall grass,
untended shrubbery, or debris to reduce the possibility of harboring pests.
o Poison baits for pests should never be used in a food storage or preparation
area.
o CAFB reserves the right to require an Agency to use a professional pest control
service if deemed necessary during a monitoring visit.
 Temperature Logs: Perishable food stored within various refrigeration must
be logged weekly and kept on file. Temperatures should be recorded at least
weekly. Temperature logs should be made available to the CAFB
representative during monitoring visits. Temperature logs should be filed and
kept on-site for 3 years.
Complaint Logs: CAFB requires all Partner Agencies to maintain complaint logs.
Staff and volunteers should be instructed to document any issues during a
distribution. Maintaining a complaint log will enable your agency to recall issues
or incidents should there be a complaint filed with CAFB.
Health Inspection & Food Managers Certificate - Meal Providers:
If the Partner Agency is a meal provider (prepares meals for clients) than a
member of the Agency’s staff must hold certified food manager certificate from the
local health department, A current or updated copy must be provided to CAFB for
the agency’s files.
The Partner Agency must also be inspected by the City, County of State Health
department annually. A current or updated copy must be provided to CAFB for
the agency’s files. Please note, a health inspection is required on file regardless if
the agency’s staff or clients prepare the meals. This additional certification does
not exempt the staff from attendance to the annual CAFB required class.
Client Records – Food Pantry: The Partner Agency must maintain adequate
records demonstrating that all items received from CAFB were distributed to the
Agency’s clients. Client records must always be kept on-site for 3 years. Clients
records should demonstrate that the Partner Agency is serving a consistent
minimum of twenty five families monthly.
o The Partner Agency should have the following information on record: (a) total
number of clients served; (b) name and address of each client; (c) number of
persons in household; (d) household income; (e) the basis for determining
eligibility* (*see USDA below); (f) signature of each client. Clients indicating
they are in need should not be turned away. If that client indicates their
household income is above the 185% of the federal poverty guidelines, you
would give them any product on-hand except for USDA commodities.
Households at the 185% federal income or below may receive any USDA
product on-hand in the pantry. Hard copy records and/or Oasis Insight
(formerly known as Impact Tracker) may be used to maintain client records.
o When requested, client records must be made available during CAFB, TDA or
USDA monitoring visits to comply with the requirements of CAFB’s food and
funding sources. Client’s confidentiality will be protected.
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USDA Commodities – Additional Information: USDA commodities are available to
CAFB Partner Agencies under the Texas Commodities Assistance Program (TexCAP).
Agencies wishing to receive USDA Commodities must complete the Eligibility Determination
Form (See Attachment) and submit it to CAFB. Agencies must then assure and document
client eligibility and make those documents available when monitored.
Client Eligibility
 An on-site feeding program that meets the definition of a soup kitchen (open to all
who wish to eat) is not required to determine the income eligibility of its clients.
 A food pantry is required to determine the income eligibility of any client who
receives USDA commodities for home consumption. However, self-declaration of
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
need or crisis situation is acceptable. Self-declaration of need should include the
applicant’s name, address, number of persons in the household, statement of
income, and signature.
In order for a recipient household to receive USDA food product, they must have
an annual household income at or below 185% of federal poverty guidelines.
CAFB will provide charts annually that indicate eligible household income levels.
Again, this is only concerning USDA food product. No client should be turned
away if they have expressed a need for food. If they are at your pantry, we must
assume they are in need and provide assistance. It is your responsibility to
determine it the assistance can include USDA food product.
Monthly Reports: All Partner Agencies wishing to receive grocery products through the
Food Bank are required to submit monthly statements reporting the number of clients
served. In turn, the Food Bank provides cumulative information to the Texas Department
of Agriculture, which reports consolidated statewide numbers to the United States
Department of Agriculture and to Feeding America. Depending on the type of program,
either the total number of meals or the number of households and individuals served
must be provided, as follows:
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

On-Site Feeding Programs: On-site feeding programs (soup kitchens, residential
programs, shelters, snack-only programs, etc.) must report the total number of
individual meals and snacks served during the month. If accurate numbers of
meals served are recorded each day, the total of the month’s numbers should be
reported. Otherwise, the number of meals served may be calculated as follows:
o Count the number of times meal service was offered during the month.
o Multiply that by the average number of clients participating in each meal.
For example, a residential home may serve breakfast and dinner on
weekdays, and breakfast, lunch and dinner on Saturdays and Sundays. In
a sample month, there are 22 weekdays and 4 full weekends, or 44
weekday meals (22 days x 2 meals) and 24 weekend meals (4 Saturdays
and 4 Sundays x 3 meals each day), totaling 68 times during the month
that meals were served.
o Finally, multiply that number by the average number of clients served at
each meal. If an average of 11 clients is served at the Partner Agency, a
total of 748 individual meals were served (68 x 11) and should be reported.
Note: Snack service is considered a meal.
Food Pantries: Food pantries should report the total number of households to
whom groceries were supplied during the month. If a single person is served, he
or she is considered to be a household. If a family is provided groceries more than
once during the month, each visit may be counted separately. You should also
include the number of individuals in the household served.
o Minimum Requirement of 25 families per month: If a Partner Agency
reports less than the required minimum of 25 families per month, the
Partner Agency is subject to a 3 month probation period. During this
time, the Partner Agency will work with CAFB staff to meet the
minimum requirement. If the Partner Agency cannot meet the
minimum after the probation period, CAFB reserves the right to take
action in form of suspension or termination of partnership.
Partner Agencies with multiple feeding programs may be required to report both
the number of meals and the number of households served. For example, an
Agency that operates both a soup kitchen and a food pantry will need to report
both types of service (meals, households and individuals). Any questions about
the monthly report should be addressed to a member of the Food Bank’s Agency
Relations staff.
o A Partner Agency that operates multiple programs with more than one
Food Bank account number should report meals or clients served by each
program separately and should not combine service numbers.
Do not anticipate the number of clients you will be serving. Reports submitted ahead
of schedule will not be accepted. Reports must be filed monthly. Reports are due on the
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1st of the following month they are reporting for. (i.e. The numbers of all persons helped
in November are due on December 1st). There is a 15-day grace period. Any Partner
Agency which has not submitted a report within 15 days of the due date may lose its
eligibility to place, pick-up or conduct a shop-for until the reports are received by CAFB.
Reports may be submitted by any of the following methods:
 Deliver to the Food Bank during order pick-up;
 Fax to (512) 282-6606;
 Emailed to [email protected]
 Mail to: CAFB, Attn: Agency Relations, 8201 South Congress Ave., Austin, TX,
78745.
 Partner Agency website at www.austinfoodbank.org/partner under the “Reporting”
section.
Food Storage & Handling: The food storage area must be clean, with no holes in the
walls, ceilings or floors. There should be no gaps around the windows or floorboards that
could allow entry of rodents or insects.
 The food storage area should be locked when not supervised to prevent possible
theft. Refrigerators and freezers should either be in a locked area, or they must be
lockable.
 A thermometer must be positioned in each cooler and freezer.
 The Partner Agency must post a “Use Safe Sense” poster in all food handling,
storage and/or preparation facilities. The poster must be accessible to all staff
and volunteers working in the food program. All required signage is provided to
the Partner Agency by the Food Bank at no charge.
 Non-food articles such as cleaning products, detergents, soaps, pesticides and
other toxic materials must be stored lower than food items or in a separate storage
area. Paper goods, diapers and feminine hygiene products should also be isolated
from chemicals.
 Food items must be stored at least six inches above the floor. Food should not be
stored on pallets in an area with open containers or where food is prepared.
Pallets provide a dark, warm habitat for pests. In rare cases, the use of pallets
may be used in the staging area of the pantry, but may not be the primary method
of storage.
 Shelves should not be lined with contact paper as the glue attracts insects.
Butcher paper is a good alternative.
 The Partner Agency should rotate, label or take periodic inventory of the food
items to ensure freshness. Remember, FIFO (First In First Out). Stockpiling is
strictly forbidden.
 Food and non-foods for distribution to clients must be clearly labeled with the
item name, the ingredients, manufacturer name, and net weight. Please note:
under no circumstances will USDA commodities be permitted to be repackaged. The
repackaging of flour and sugar is strongly discouraged due to the possibility of
cross contamination. Any food pantry that repackages food must comply with
applicable rules regarding prepared food within the county and city of the pantry.
This includes the requirement for a current health department inspection and
Food Manager’s Certificate.
 The Partner Agency must take adequate steps to ensure that food items obtained
from sources other than CAFB have adequate labeling and are free of serious
defects that may pose a health hazard to the Partner Agency’s clients.
 Food may not be stored in a commercially operated storage facility. (i.e. Public
Storage, U-Lock-It, etc.)
 Food items obtained from another source must maintain the same health
standards as product obtained from CAFB.
Perishable Foods that require refrigeration: Perishable foods are defined as any food
that requires refrigeration or is frozen. Although fresh fruits and vegetables generally
benefit from storage under refrigeration, fresh produce is not included under this section.
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If a Partner Agency wishes to receive perishable foods from CAFB, the Partner Agency
must meet the following criteria:
 The Partner Agency must have an adequate number of appropriate insulated
containers to transport refrigerated or frozen products from CAFB.
 Refrigerated and frozen products must be stored at safe temperatures: between
35ºF and 40ºF for refrigerated, 0ºF or below for frozen.
 All refrigerators and freezers must be equipped with thermometers. Temperatures
should be recorded at least weekly. Temperature logs should be made available to
the CAFB representative during monitoring visits.
 Thawed perishables must be cooked or eaten immediately after thawing and never
refrozen unless cooked first.
Prepared Foods: If the Partner Agency prepares or distributes prepared food items, it
must meet the following criteria:
 A Partner Agency that provides prepared meals must meet all state and local
health department regulations and must hold all applicable licenses. The Partner
Agency must provide a copy of the most recent health inspection report to CAFB,
and ensure that all corrective measures specified during such inspections are
completed within the timeframe given. The Partner Agency must immediately
notify CAFB of any changes in its status.
 A member of the Partner Agency staff must be a certified food manager, or have
received food-handling training from CAFB or the local health department.
 The Partner Agency must designate a sink to be used for hand washing by all staff
and volunteers that handle food. This sink cannot be a food preparation sink and
must be clearly labeled with a sign instructing staff and volunteers to wash their
hands.
 Prepared foods must be cooked, reheated and held for serving at safe
temperatures: 160º F or higher for cooking, 140º F for holding, and 165º F when
re-heating. A probing thermometer should be used to accurately monitor the
temperature of the food.
 All frozen foods must be thawed in the refrigerator at temperatures between 35
and 40º F and cannot be re-frozen unless cooked at the appropriate temperatures.
Food should be placed in a pan to catch drips while thawing.
 The expiration date of milk and refrigerated dairy products, infant and adult
formulas must be carefully followed. (See Attachment.)
Repackaged or opened food must be stored in rodent and insect proof containers
and labeled with the name of the item and the date the package was opened.
Grievances
1. Grievances Against Partner Agencies

The CAFB must respond to complaints by the public about any CAFB Partner
Agencies and Program host sites.

The Senior Director of Agency Relations will notify the host site by telephone of the
specific complaint received.

The phone conversation will be followed by a letter or a visit to the host site by a
CAFB representative.

The results of any investigation and subsequent recommendations will be
presented to the CAFB President and CEO and documented in the host's file. The
host site will be notified in writing of the conclusions and any actions to be taken.

Civil Rights complaints by the client regarding the distribution of USDA
commodities should be documented in writing. The client must address the Civil
Rights Office directly as indicated on the “Justice For All” poster.
15
2. Grievances Against CAFB

A host site may submit a written statement of grievance addressed to the CAFB
President and CEO. The statement must include the reasons for the grievance,
pertinent facts, and what the host believes would be an acceptable solution to the
problem.

The CAFB President and CEO, following study and recommendation from the
CAFB staff, will determine the plan of action and decision on the grievance within
ten working days of receiving the grievance letter. The host site will be notified in
writing of the decision.

The Partner Agency may appeal the decision to the CAFB Board of Directors as
outlined above. The decision of the Board of Directors is final.

A Partner Agency will not be discriminated against, harassed or suffer any
reprisals by the CAFB as a result of filing a grievance.
Partner Agency Suspension/Termination
A Partner Agency may be placed on suspension or probation by the CAFB until a
reported problem or issue is corrected. While under suspension, the site will lose its
CAFB privileges, including the right to order and receive food and other products. A site
under suspensions membership may be terminated by the CAFB if the site fails to correct
the problem leading to the suspension.
Grounds for suspension and/or termination include, but are not limited to:
 Failure to comply with Health Department regulations (if applicable) and with
CAFB food storage requirements or failure to correct food storage problems found
during a CAFB inspection visit within the informed amount of days. If, at the time
of the inspection, the Partner Agency is in gross violation of health and the CAFB
standards, the suspension may be immediate, with privileges terminated if the
standards are not met within the informed amount of days.
 Inability to meet the minimum requirement of serving 25 families per month
 Actions that represent unprofessional behavior affecting production with any
element of CAFB’s service territory and daily operations.
 Indication or report that the site sells, transfers, or barters for money or services
any items obtained from the CAFB, or that the site charges or is reimbursed for
the items.
 Indication or report that the site denies services to clients on the basis of race,
color, age, religion, national origin, sex, sexual orientation, disability, or political
affiliation.
The procedure for termination of a Partner Agency is as follows:
 The termination decision will be based on a CAFB staff study and
recommendation.
 A letter will be sent to the site explaining the specific reasons for termination and
a description of the appeals procedure.
 A site may appeal the decision to the CAFB President and CEO by submitting a
letter requesting an appeal hearing before the CAFB Board of Directors within 10
working days of the date of the notice of termination. If a letter is not received
within 10 working days, an appeal hearing will be denied.
 The CAFB Board of Directors will schedule a time during its next regularly
scheduled meeting to hear the appeal. The Partner Agency will be notified in
writing of when to appear.
 CAFB membership privileges of the Partner Agency may be suspended pending the
decision by the CAFB Board of Directors.
 The decision of the CAFB Board of Directors regarding the appeal is final.
 A letter stating the decision by the CAFB Board of Directors will be sent to the
appealing Partner Agency within seven working days of the decision.
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Understanding How CAFB Food is Sourced
Donated Food: The Food Bank solicits donations of packaged, perishable and nonperishable food from the food industry
Fresh Produce: Regular donations of fresh produce are provided by the produce
industry, including Feeding America, government agencies and produce markets
Government-Funded Sources
The Food Bank receives food through the Commodities Assistance Program (TEXCAP) the
federal emergency food program administered through USDA.
Central Texas Food Rescue
Local retail food industry support of this program has been instrumental in our ability to
recover millions of pounds of nutritious foods that otherwise might have been thrown
away.
Purchasing Program (Co-Op)
Based on feedback from our more than 300 community-based members and programs,
our wholesale purchasing is designed to supplement donated and government products
and provide the food and supplies most in demand.
Understanding Acceptable Use of Donated Product
All products (food or otherwise) donated to CAFB must be considered as having been
donated under the provisions of Section 170(e)(3) of the U.S. Internal Revenue Code.
Because of this, CAFB requires Partner Agencies to follow IRS Code 170(e)(3)
requirements at all times. Keep in mind that donated product is meant for the ill, needy
or infants so care must be taken of other’s perception when using donated product inhouse.
Agencies, regardless of method of how they receive the donated product (i.e. directly from
the member, through the store donation pick-up program, excess mobile pantry product,
etc.) may only distribute donated products to clients. Agencies may not distribute
donated products to other food bank member agencies, non-food bank member agencies,
organizations or business entities.
The Partner Agency must keep adequate records to document that all items from CAFB
are used for charitable purposes. In addition, CAFB ask that partners follow these
guidelines:
Operational In-House Use of Non-Food Products: The Partner Agency may use nonfood items (such as toilet paper, soap, or cleaning supplies) in moderation, from its
inventory in its operations, as long as those operations relate to the charitable mission of
the Partner Agency (not entire organization or church). Orders are screened by CAFB for
signs of abuse.
Primary vs. Incidental Use/Self Evident Need: The Partner Agency may be an
organization that serve both needy and some non-needy who qualify as ill and/or infants,
or where overriding indicators of need are self-evident. Examples of these types of
organizations can include: youth programs, camps, daycare centers, etc. CAFB requires
that each Partner Agency establishes a priority system that assures that the primary
benefit of the program is to the needy. It is important to understand that in addition to
the specific provisions of IRS Code 170(e)(3), and the reference to care of the “ill, needy, or
infants”, distributions must meet the more general requirement that they be for
charitable purposes. Service to wealthy and healthy children, therefore, would not be a
qualified use of donated property, regardless of the fact that these individuals are
“infants”. In addition another example may be a partner that serves congregate meals
where “some” possibly ineligible persons may consume the product. In this example,
CAFB would look to assure that the majority served are eligible persons and that there is
no other way to reasonably serve them than through the meal program.
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Volunteer Use of Donated Products: The Partner Agency must use extreme care
not to give the perception that volunteerism will be rewarded or compensated with
donated product. This would appear that you are paying for volunteers with donated
product which is a direct IRS violation. CAFB understands that some clients volunteer
and some volunteers may find themselves as clients, so partners should develop and
implement internal volunteer procedures that address these situations. Best practice
would be to suggest that need takes priority over volunteer service and that you would
prefer they get the assistance they need rather than volunteer. If the only available
volunteers are clients, then the Partner Agency must ensure the following:
 The client/volunteer receive the same items and amount as all other clients
receiving assistance that day
 That they do not get any preferential treatment because they volunteer
 That they are not allowed to “cherry pick” product
 That they sign-in and are recorded as receiving assistance
 That they get their food (assistance) at the end of the scheduled distribution
 Other In-House rules regarding donated items are as follows:
 Snack or beverage items obtained from CAFB may be served to volunteers in
moderation during meetings or trainings at the partner’s facility
 In no way may items be used for any business meeting where any type of
fundraising is being conducted
 In no way may donated product be used for the purpose of fundraising either as
prepared food (such as spaghetti dinners or bake sale) or as “prizes”
 Partner Agency may not thank their volunteers with take home “Thank You” bags
 Partner Agency may not order CAFB items to be used exclusively by staff or
volunteers, including use in regularly served meals for staff and volunteers
 Partner Agency may not require a client to make a donation of other payment in
exchange for food
 Partner Agency may permit staff/volunteers to consume or prepare on-site
donated goods (in moderation) to:
o Become more familiar with them (to be in a better position to advise clients
as to their uses)
o Discover new ways in which they can be used (e.g. nutrition education)
o Test their fitness for consumption (as they near or pass code date, for
example)
Receiving Food From the Food Bank
Placing Orders
All Partner Agencies are assigned a specific day and time for food pick up. Appointment
times remain the same until your agency requests a change. Changes cannot be made
last minute.
If a Partner Agency is unable to pick up at its appointed time, an agency representative
should call the Food Bank (512-282-2111) to reserve another pick up time. The Partner
Agency will be assessed a $35 re-stocking fee if CAFB is not notified at least 24 hours in
advance.
Shopping Lists
 For the most up to date shopping list, you are encouraged to order online,
however, you may also access the daily shopping list by going to
www.austinfoodbank.org/partner/shopping/shopping-list.html . CAFB
updates the shopping list daily. Please note, if a Partner Agency orders from
an old shopping list, some items may no longer be in stock.
 The Partner Agency may receive an updated shopping list through the CAFB
website.
Ordering –items to consider
18

Orders may be placed online, by email or fax, following the deadlines listed in
below Section. Please note: deadlines do not differ for orders picked up at the
Food Bank and orders picked up at a regional delivery site. No orders will be
taken after the deadlines. We use Agency Express, a Web-based tool
sponsored by Feeding America and AidMatrix that will allow you to shop and
manage your CAFB orders online. You can use Agency Express to search for
items, view item details, send orders to the Food Bank and review the status of
your orders. All Agencies are encouraged to order online and can receive
training by contacting CAFB Agency Relations department.
Deadlines for placing orders:
Pick-up day
Order received by
Time
Monday
Wednesday (the previous
week)
9 a.m.
Tuesday
9 a.m.
Wednesday
Friday (the previous
week)
Monday
9 a.m.
Thursday
Tuesday
9 a.m.
Friday
Wednesday
9 a.m.
Orders may be placed by fax: (512) 233-6130 or email: [email protected]


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


If faxing an order, please complete the top portion of each page of the fax
shopping form. Incomplete orders will not be processed. Orders should be
submitted on the fax shopping form only, not on the actual shopping list.
There may be an order limit on some items. Limits are determined both by the
quantity available in inventory and by the number of families and individuals
served by the Partner Agency.
The Partner Agency should call CAFB distribution services to verify that the
order was received. The Agency should not send duplicate fax orders unless
asked to do so by distribution services.
A Partner Agency that places an order and fails to pick it up will be assessed a
$35 re-stocking fee. This fee will be waived if the Agency provides 24-hour
notice that it will be unable to pick up the order. Call CAFB distribution
services to provide such notice.
The process of ordering food is one of the topics in the Food Handling/Civil
Rights class. If a new Partner Agency employee or volunteer is responsible for
placing orders, he or she must attend this class before ordering.
Once an order is placed, no additional items may be added to that order with
the exception of items listed on the “Add-On Board.”
CHOP (Choose Health Options Program) is a tool that Partner Agencies can use to make
healthier food choices when ordering products from the Food Bank’s inventory. An
analysis is completed on all foods available to our partner agencies. CHOP assigns a rank
to food, based on nutrient content provided by the Nutritional Facts label. Foods are
ranked 1, 2, 3 or MC (minimal contribution) with 1 being the highest ranking a food can
receive. Items to be ranked are assigned to one of 13 categories (examples: Grains &
Pasta, Snacks & Desserts, Animal Proteins, etc.) Therefore, an item in the Grain & Pasta
group that receives a ‘1’ ranking SHOULD NOT be compared to a snack or dessert with a
‘1’ ranking. The easiest way to use the CHOP ranking when ordering is to compare items
within categories, thus comparing snacks with other snacks, beverages with other
beverages, etc.
Scheduled Pick Ups
Please note: Regional agencies are permitted to order for pick up at the warehouse during
the weeks not scheduled for delivery.
19
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Each Partner Agency will be given two Membership ID cards upon becoming a
CAFB Partner Agency. The agency should appoint an authorized person(s) to
pick up orders. This person should be given a card. If someone arrives
without a membership ID card, the pick-up time will be rescheduled. If
arrangements to reschedule the pick-up have not been made within 24 hours,
and/or the card is not present at the rescheduled time, the order may be
restocked and a $35 fee assessed.

Prior to placing an order, a Partner Agency that orders fewer than two (2) times
per month or seasonally must request a pickup day and time from the
Distribution Services Assistant (extension 150). Appointments will be made on
a first come, first served basis.

If the Partner Agency arrives on time, the Partner Agency personnel will be
asked to sign in and show their membership ID card to the receptionist. Then
they can be seated in the reception area and wait for the warehouse assistant
to greet them. For issues of fire safety, each agency representative entering
the warehouse must sign in and out.

If a Partner Agency is late or early, the agency personnel will follow the same
sign-in procedures listed above, however they must wait in the reception area
for their appointed time. Any agency that is more than 20 minutes late may
not be allowed to add “shop for” items to its order. Any agency that knows it is
going to be late should call CAFB as soon as possible. If the agency is more
than 20 minutes late without prior notification, they may be asked to
reschedule the pick-up day and time at the discretion of CAFB warehouse
staff.
o
The agency vehicle may then be backed up to an empty dock. Only
one (1) vehicle may be backed up to the dock at a time.
o
If an agency fails to show up at the designated pick-up time, and
has not called CAFB, the Partner Agency may be subject to a $35
re-stocking fee.
Warehouse Procedures

Partner Agency personnel must stay within the areas of the warehouse
accessible to those picking up orders. These areas include the bread and
pastry room, the front portion of the cooler, the loading area and the pathway
leading to the restrooms. Partner Agency personnel are not allowed in the
main portion of the warehouse or in the freezer.

If an item is listed on the “Add-On Board,” it may be added to the order at the
time of pick up. Only items so designated may be added.

While the order is still at CAFB, the Partner Agency may reject items from the
order if they seem inappropriate for their agency, (e.g. shaving cream for child
care center). A re-stocking fee of $35 may be assessed if more than one item
or case is rejected.

Partner Agency personnel must load pre-ordered products prior to selecting
“shop for” items such as bread, pastries and produce.
Warehouse Regulations

Show up no earlier than 20 minutes before your scheduled pick-up.

Only 3 people per Partner Agency are allowed on the dock at one time.

Do not smoke or chew tobacco while in the building or on the dock.

Do not eat or drink in the warehouse.

Only individuals 18 or older are allowed in the warehouse.
20

Children under the age of twelve are not allowed in the warehouse or on the
loading dock. Children must remain in the reception area under adult
supervision at all times. CAFB staff is not responsible for supervising
children.

Do not operate warehouse equipment.

Be aware of special notices posted in and around the warehouse.

Notify the warehouse staff of any irregularities or potentially hazardous
conditions. This includes any spills in the cooler or bread room.

Cased items in the cooler are to be handled only by CAFB personnel. Partner
Agencies should not remove cased items from the cooler, even if they are listed
on the work ticket.

Warehouse hours are subject to change at the discretion of CAFB.

Anyone on the loading dock or in the warehouse MUST wear appropriate,
closed-toed shoes (no flip-flops, sandals, high heels, etc.) and sleeveless shirts
are restricted.
Loading Orders

Each Partner Agency is responsible for loading its own order. Only persons
loading the vehicle should be on the dock. Partner Agencies must use the side
ramp or stairs to get on the dock. Jumping up and down will not be tolerated.
All others should wait in the reception area. (No unattended children under the
age of 12). Please note that the CAFB Warehouse Assistant reserves the right to
limit the number of people on the dock at his/her discretion.
o
The Partner Agency should provide a vehicle or vehicles large
enough to transport the order. The agency may be charged a $35
re-stocking fee if it cannot pick up the entire order. To help the
agency judge the size of its order, the agency may ask the CAFB
Distribution Services Assistant for the estimated weight. This
estimated poundage includes all ordered items, but does not
include bread and pastries and “shop for by weight” items. Add
online order management
o
CAFB warehouse or agency relations personnel reserve the right to
limit the amount of product leaving the Food Bank dock, if they feel
the load distribution of the product exceeds the safety limitations of
the vehicles capacity.
o
It is the responsibility of the Partner Agency to make sure the order
is correct. Each case or package should be checked as it is loaded
into the vehicle. When an agency representative signs the pick list,
he or she accepts it as printed. The Partner Agency will be charged
for all items for which it signs.
o
Partner Agencies receiving dairy and/or frozen items must bring
coolers to transport these items from CAFB to their facilities if
travel time is more than 20 minutes. The agency may not receive
these items without the appropriate insulated containers or freezer
blankets.
o
Please note, CAFB schedules two appointments every 30 minutes,
so it is important that each Partner Agency load its vehicle(s) in a
timely manner.
Shopping – Selecting “Shop For” Items

After loading orders, Partner Agency personnel may “shop for” certain bread,
pastries, produce and dairy. Breads, tortillas and pastries fall under one
category and do not have to be separated. The “shop for” items must be boxed
separately and weighed by CAFB warehouse staff, including those items for
which there is no charge.
21

In the cooler, Partner Agencies may select items only from the wire shelves in
the front of the cooler or from the pallets on the floor in front of the shelves.
Agencies are not allowed to walk past the blue racks or take items from the
blue racks. Again, each type of product should be weighed separately (e.g.
dairy, produce, breads, pastries, etc.). Sandwiches should be weighed with
dairy products and tortillas should be weighed with bread.
o
Only agencies with the proper storage may receive perishable items.
o
Agency personnel should stack any trays they may have emptied in
both the cooler and the bread room.
o
When loading uncased product, care should be taken that heavy
products (meat, cheese) are not loaded on lighter, more fragile
products (pastries, bread).
o
No eating or drinking is allowed in the cooler or the bread room.
o
There is a 30-minute time limit for “shop for.” Any agency
exceeding this time limit will be asked to leave.
Check Out

After all food is loaded, the Partner Agency representative should bring the
signed copy of the “Picking List” to the warehouse staff, retain the carbon copy
for the agency’s records and kept for 3 years.
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If a Partner Agency is listed as “cash only” or POR then they must make
payment before leaving.
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Partner Agency representatives must sign-out in the logbook in the lobby
before leaving.
Regional Delivery
CAFB provides free delivery of food orders to Partner Agencies outside the Greater
Austin area through RFD. The food is transported in a refrigerated truck or trailer,
thereby assuring the product’s safety and freshness. Although Feeding America allows
food banks to charge up to 10¢/lb. for delivery, CAFB provides this service at no charge.
Agencies in the vicinity of a RFD drop site meet at a preset time to pick up their orders.
The procedure for RFD is as follows:
 Orders for RFD must be placed by 9 a.m. two business days before the
scheduled delivery day. For example, if your order is delivered to Smithville on
Friday, your order must be placed by 9 a.m. on Wednesday. Orders for
Monday RFD must be placed by 9 a.m. the previous Wednesday. Please refer
to the chart on page 18.
 Each agency must arrive at the designated RFD drop site on or before the
scheduled time and must have a Partner Agency membership ID card. The
CAFB driver is not obligated to wait for a late arrival. Late arrivals will be
served last. If the driver has to bring the order back to CAFB, that agency will
be charged a $35 re-stocking fee.
 Children under the age of 12 are prohibited at a RFD site.
 Tobacco products are prohibited at the RFD drop site.
 All safety procedures (listed above) must be followed. Agency representatives
should never enter the Food Bank truck. The rail lift and pallet jack may be
operated only by the driver.
 It is the agency’s responsibility to provide a vehicle large enough to
accommodate their order. The agency should provide enough help to load its
order in a quick and timely manner. Agencies are encouraged to help each
other.
 The agencies should practice good housekeeping during RFD pick-up. Trash
should be put in containers and boxes and pallets neatly stacked.
 Agencies receiving dairy and/or frozen items must bring coolers to transport
these items. The agency will not receive these items without the
appropriate insulated containers or freezer blankets.
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The agency must check its order against the Pick List as the order is loaded
into its vehicle. Any discrepancy must be brought to the attention of the CAFB
driver at the time of delivery. Credit will not be issued for any shortage
reported after the agency has departed the RFD drop site.
 Pick up procedures are subject to change by the CAFB driver. Agencies will be
notified in writing before new policies take effect.
 The agency has the right to refuse only one (1) item per pick-up whether at a
delivery location or from the warehouse.
 RFD Partner Agencies are permitted to schedule, place an order for pick up at
the CAFB warehouse on the weeks where no delivery service is available. I.e. If
you receive your order in Marble Falls on the 1st and 3rd Tuesday of the month,
an agency is able to schedule a pick up at the Food Bank on the 2nd and 4th
week of the month by calling 512-684-2150.
Please note that the role of the CAFB delivery driver is to bring pallets of the product
and unload them at a pre-determined location. Your agency volunteers and staff are
responsible for breaking down the pallets and moving the product to the distribution
area.
The recipient agency agrees to provide necessary training to their staff and volunteers
for distribution and delivery of product. The recipient agency is responsible for assuring
compliance of the following procedures:
 Non-CAFB personnel are never allowed in the CAFB vehicles or inside the
safety zone marked by cones.
 Only CAFB staff is permitted to operate any Food Bank equipment. This
includes, but is not limited to: the pallet jack, lift gate mechanism and box
cutter.
 Partner Agency must provide a staff member or volunteer to guard the safety
zone and is responsible for seeing that Food Bank safety rules are followed.
 At the CAFB driver’s discretion, any agency representative may be asked to
leave the premises if his or her presence is deemed unsafe.
Return Policies
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A food item may be returned for credit only if its condition makes it unsafe for
use or consumption. Such condition includes excessive rust, dents or
infestation. The final decision as to the safety of the item will be made by the
CAFB Product Recovery Manager who is trained to make such determinations.
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The agency is required to return the item to receive the credit.
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Credit will be issued on the agency’s next monthly statement.
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CAFB reserves the right to replace the item with a comparable item.
Food Storage, Handling & Inspection
To ensure Partner Agency client’s safety, CAFB has regulations on the proper storage
and handling of food. The requirements cover all food stored at the agency, including
items received from sources other than CAFB.
Per Feeding America and USDA at least one member of the agency’s staff, whether
paid or volunteer, must attend food safety training annually. This mandatory requirement
can be met by attending the CAFB orientation class (which covers food safety) or complete
an online course and supply CAFB with the certificate.
Keeping food fresh requires attention to proper food safety rules at each stage. From
transportation of product to storage, as well as preparation best practices, are essential.
Much of the donated product received at the Food Bank may be close to its best if used by
date. It is imperative that you take steps to maximize the length of time the product lasts.
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To do this, you must be sure that the storage location is capable of holding food items at
the appropriate temperature.
Perishable Food Storage
Perishable foods are defined as any food that requires refrigeration or is frozen. If a
Partner Agency wishes to receive perishable foods from CAFB, the agency must meet the
following criteria:
 Perishable products such as meats and dairy products will begin to spoil if not
held at the proper temperature and could become a health hazard.
 During transportation and storage, perishable product should be kept at 40ºF
or below. If you are traveling more than 20 minutes, you must bring a cooler
with ice when you pick up your food order to transport items. The products
should be promptly stored in the refrigerator or freezer.
 Agencies should have an adequate number of ice chests or freezer blankets for
transportation from CAFB back to agency site.
 Eggs should be stored on the bottom shelf in the refrigerator. This is to avoid
cross contamination, in case of breakage.
 A thermometer should be placed in the refrigerator and the freezer so you can
easily monitor temperatures. You must maintain a temperature log and record
the temperature on a weekly basis. If your agency is not open weekly, check
the temperature on the days you are open. This will allow you to check for any
fluctuations in temperature.
 When you are cooking perishable items, it is important to keep food hot (above
140ºF) until it is served, then quickly chill the product for storage if not
consumed immediately. Perishable foods kept at room temperature are in the
danger zone. The longer they are kept at room temperature, the more likely
food is to spoil, which may result in food poisoning.
Donated Meat
Donated meat may be received by a Partner Agency from CAFB or the Hunters for the
Hungry Program. Donated meat from outside sources by law must come from a state or
federal certified meat processor. Donated meat coming directly from a hunter is not
allowed, unless it has been processed at a state or USDA certified locker.
Dry Shelf Stable Food Storage
 Food must be stored a minimum of 6” from the floor. This allows for adequate
cleaning and inspection for infestation of insects or rodents.
 Food stored on pallets is unacceptable as it increases the likelihood that bugs
will nest in the crevices of the slats. The only time it is acceptable for food to
be stored on pallets is when it is being used as a staging area and the food will
not be stored there for long.
 Food and non-food items must be stored on separate shelves. If space is an
issue, cleaning supplies, laundry detergent, etc. must be on the bottom to
avoid cross contamination (in case of leakage).
 The door leading to the food storage pantry must be lockable.
 There should be no outside light visible through cracks in the wall or ceiling of
the pantry.
 Adequate pest control must be in place. If you are doing your own pest control
using products such as RAID® or a boric acid mixture, a chemical log of the
chemicals used must be available, in case someone becomes ill.
 Organize your food using a “First In, First Out” (FIFO) method of distribution.
This simply means to rotate your stock to assure that the items that have been
on the shelves the longest are the first to be distributed.
 Maintain a clean and dry storage area. The shelves should remain clean with
no debris on the floor.
 Keep non-canned foods (flour, rice, etc., that are in permeable packaging) in
rodent proof bins such as clean plastic containers with tight lids. Do not
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overstock this type of food since weevil infestation may occur after prolonged
storage periods.
Screens must be in good repair so that unwanted pests cannot reach the food.
There should be no holes or gaps in the pipe conduits, floor, ceiling, or doors
to allow insects or rodents access to the food.
Garbage cans must be covered.
The area must be cool and dry (climate controlled) to guard food against the
outside elements.
Do not use contact paper on the shelves as the glue attracts insects. If you
choose to cover shelves, butcher paper is recommended.
A food pantry or soup kitchen may not be located in a private residence or a
home.
Food may not be stored in a commercially operated storage facility. (e.g. Public
Storage, U-Lock-It, etc.)
Food and non-foods repackaged for distribution to clients must be clearly labeled
with the item name, the ingredients, manufacturer name and net weight. Please note:
under no circumstances will USDA commodities be permitted to be repackaged. The
repackaging of flour and sugar is strongly discouraged due to the possibility of cross
contamination. Any food pantry that repackages food must comply with applicable
rules regarding prepared food within the county and city of the pantry. This includes
the requirement for a current health department inspection and Food Manager’s
Certificate.
The Partner Agency must take adequate steps to ensure that food items obtained
from sources other than CAFB have adequate labeling and are free of serious defects
that may pose a health hazard to the agency’s clients.
Prepared Foods
If the Partner Agency prepares or distributes prepared food items, and designated as “onsite” with CAFB, it must meet the following criteria:
 A Partner Agency that provides prepared meals must meet all state and local
health department regulations and must hold all applicable licenses. The agency
must provide a copy of the most recent health inspection report to CAFB, and
ensure that all corrective measures specified during such inspections are
completed within the timeframe given. The agency must immediately notify CAFB
of any changes in its status.
 A member of the Partner Agency staff must be a certified food manager, or have
received food-handling training from CAFB or the local health department.
 The Partner Agency must have a current health inspection from the City, County
or State on file with the CAFB
 The Partner Agency must visibly post the required And Justice For All and Notice to
Clients posters
 The Partner Agency must designate a sink to be used for hand washing by all staff
and volunteers that handle food. This sink cannot be a food preparation sink and
must be clearly labeled with a sign instructing staff and volunteers to wash their
hands.
 Prepared foods must be cooked, reheated and held for serving at safe
temperatures: 160º F or higher for cooking, 140º F for holding, and 165º F when
re-heating. A probing thermometer should be used to accurately monitor the
temperature of the food.
 All frozen foods must be thawed in the refrigerator at temperatures between 35
and 40º F and cannot be re-frozen unless cooked at the appropriate temperatures.
Food should be placed in a pan to catch drips while thawing.
 The expiration date of milk and refrigerated dairy products, infant and adult
formulas must be carefully followed. (See Attachment.)
 Repackaged or opened food must be stored in rodent and insect proof containers
and labeled with the name of the item and the date the package was opened.
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CAFB Programs & Resources
St. John Community Food Center
The St. John Community Food Center is a CAFB run food pantry and is designed to
serve as a model for Partner Agencies and other food banks. This client-choice pantry
serves on average 150 families each week. The Food Bank offers additional development
opportunities such as social services assistance to help move clients toward personal
sustainability and away from needing day-to-day emergency food assistance. This pantry
is part of a collaborative effort with “For The City” and other nonprofits providing
complementary services for low-income clients.
We encourage our Partner Agencies to visit any Wednesday from 9am to noon to learn
more about client-choice or to train on Oasis Insight (web-based intake tool). The pantry
is located at 500 E. St. Johns Ave., Austin, 78752.
Partner Agency Retail Pick-up
Certified Partner Agencies, acting as an agent of CAFB, are paired up with a local
retailer for the purpose of receiving store donations. Store donation programs are when
grocery retailers agree to set aside non- perishable and perishable products, such as deli,
dairy, produce, bakery and dry/canned items for donation to a CAFB member or a
member-empowered agency. Interested Partner Agencies should contact the Agency
Relations department for more information.
Fresh Food for Families-FFFF
Fresh Food for Families is a unique program that provides low-income families with
quality fruits, vegetables and other fresh foods free of charge on a regular basis. CAFB
choses community partners or Partner Agencies to serve as drop or distribution sites and
to provide program oversight.
Kids Cafe
Many children in low-income families struggle to receive well-balanced evening meals
because their caregivers work late hours or cannot afford nutritious food. Children
require appropriate nutrition in order to develop properly and perform well in school.
Kids Cafe, an official program of Feeding America, serves as a direct partnership between
CAFB and existing after-school programs. There are more than 1,600 locally operated
Kids Cafes across the nation.
Wheels of Sharing Mobile Food Pantry
The "Wheels of Sharing" Mobile Food Pantries fill geographic and service gaps in
emergency food assistance. These mobile food pantries provide basic staples, fruits and
vegetables, and frozen foods. Guests also get help from CAFB staff in applying for SNAP
(aka food stamps) and other federal assistance programs. CAFB operates two vehicles,
one with a 10,000-pound capacity and one with a 40,000-pound capacity
HOPE (Healthy Options Program for the Elderly)
For many senior citizens living on a fixed or limited income, the food budget is often
overshadowed by payments for rent and utilities and the cost of much-needed
medications. For this reason, the Healthy Options Program for the Elderly, or HOPE,
was started by CAFB.
CAFB partners with nonprofit agencies that are already working with senior citizens
aged 55 and older. Using various outreach efforts, staff members and volunteers of the
HOPE sites identify seniors in need of supplemental food assistance. These collaborating
agencies then qualify potential HOPE clients for the program using the USDA income
eligibility requirements and the federal poverty threshold. After enrollment in HOPE, the
senior citizens begin receiving food assistance.
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Each month, CAFB provides each HOPE client 18 to 25 pounds of groceries to
supplement existing food resources. The bags contain staples such as canned vegetables
and meats, cereal, rice, legumes, pasta, soups and other items.
Summer Food Service Program (SFSP)
The Summer Food Service Program (SFSP) is a federally funded program that provides
free meals to children ages 18 and under during the summer, when National School
Lunch and School Breakfast Program meals are not available. SFSP ensures children
have the nutrition they need so that they are ready learn when school starts in the fall.
Monday through Friday, children age 18 and under are welcome to enjoy nutritious
lunches at any of CAFB's SFSP sites. No registration or identification is needed. If your
agency is interested in becoming a SFSP site please call our Programs department.
CHOICES – Nutrition Education Program
CHOICES is a nutrition education program that helps individuals and families make
smart choices at mealtime. The classes help people eligible for SNAP (food stamps) make
healthy food choices within a limited budget and choose active lifestyles. All classes are
FREE and open to qualified individuals. Each class is one to one and a half hours long.
Contact CAFB’s Nutrition Education department to host a class or receive more
information.
Social Services
CAFB's Social Services Outreach Department (SSOD) coordinators provide phone and
in-person consultations for families and individuals in need of social services assistance.
In partnership with Texas Health and Human Services, SSOD coordinators educate
community members and Partner Agencies on state-administered and federally-funded
social services and health care programs:
 SNAP (food stamps)
 Children's Mediciaid
 Medicaid for adults
 CHIP (Children's Health Insurance Program)
 CHIP Perinatal Program
 TANF (Temporary Assistance for Needy Families)
 Women's Health Program (family planning and health screenings)
SSOD outreach workers help in several ways:
 explaining social services programs
 filling out applications completely and correctly
 delivering completed applications to HHSC
 following up on applications
 advocating on behalf of applicants
Contact the CAFB to schedule a Social Services coordinator at your next distribution.
CAFB Capacity Building
“Process of developing and strengthening the skills, instincts, abilities, processes and
resources that organizations and communities need to survive, adapt and thrive.”
CAFB Partner Agencies are doing the best they can with their current resources but there
is a need for us to do more in Central Texas. As a part of our Partner Agency Capacity
Building Development, we encourage agencies to think big. We know our partners vary in
sizes, structures and operations, but capacity building is just as important for every
Partner Agency. Accessing your agency’s capacity should not be limited to the number of
households it serves, but also to its ability to effectively carry out its mission. Begin with
these simple questions, “How do you feel everything is going with your food pantry
today?” What are the financial needs of the pantry? Where do we find more volunteers?
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Next, consider specific factors that affect capacity: funding, physical space, number of
volunteers, vision, strategy and culture.
VISION/Community Assessment & Energize Your Mission
 Capacity building happens not only through internal changes in your agency, but
also by observing what’s happening in your community. Find the critical needs in
your community and what other social service agencies are doing to address them.
Create partnerships with other social service agencies, share resources and know
where to refer clients for other needs.
 A strong mission statement guides the success of your agency. Does it clearly
define the purpose of the agency? Are the agency’s activities consistent with the
mission? Keep your mission concise.
STRATEGY/Creating an Action Plan for your Agency
 The (5) main steps of strategic planning are: (1) capacity assessment, (2)
community assessment, (3) mission, (4) where you want to go, and (5) how to get
there. What are the most urgent needs /goals your agency should address? Focus
on one specific issues affecting your clients (i.e. distribution schedule,
transportation, referrals, fundraising, etc.), so that tangible outcomes result from
your action plan.
TEAM/Define Roles and Incite Passion & Recruiting Volunteers
 A great team with strong leadership is essential for your agency. Your team
includes paid staff, volunteers, a board of directors and a supportive community.
Develop what roles are needed, assign each member or group of members on your
team a specific role to ensure accountability and increase efficiency. Build a board
of directors that will meet regularly, provide leadership and oversight and solicit
funds from the community.
 Recruiting and maintaining good volunteers can be a challenge, but many
websites exist to help you, sorting opportunities by geography, interest and
availability. If you need volunteers, post your volunteer opportunities in your
church or community bulletins, senior centers, schools, etc.
FOOD & FUNDS/Food Supply and Budget, Donations, Grants and Community
Events
 Funding and food supplies are the greatest obstacles for pantries nationwide. We
realize CAFB pantries in Central Texas are all facing similar difficult decisions.
Give less food per person or serve fewer people? Use your best judgment, see how
other area pantries react to food shortages and consider the impact on clients.
 Manage your funds carefully with a budget; know the cost before your buy,
consult the shopping list, relate the budget to specific items needed.
FOOD & FUNDS/Food Supply and Budget, Donations, Grants and Community
Events Cont’d
 Donations: Identify prospective donors, cultivate and involve them in your
agency, ask for support, and develop ways to show appreciation.
 Grants require good writing skills and the right information. There are many
grant opportunities posted online.
 Community Events raise community awareness of your agency and can include
commemorations/anniversaries, holiday celebrations, community food drives,
project groundbreaking or grand openings, fundraisers or cultural celebrations.
SYSTEMS & INFRASTRUCTURE/Energize Your Systems, Distribution and Referrals
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Know when your CAFB monitor is coming up! Energize your systems so you’re
prepared for anything. The best way to ensure your agency is running efficiently
and effectively is to have solid systems and infrastructures in place that include
mastering good customer service, record keeping and posting information.
Food Distribution: To minimize waste and help give clients independence, utilize
the Client Choice method. Some methods provide a list of available items to select
or could allow clients options while shopping. Client Choice not only empowers
clients to make their own decisions, but also minimizes food waste.
Referrals: When your agency can’t provide for all the needs of your clients, each
pantry should have available a CAFB Emergency Referral List to provide clients
other food pantry options. Know where to direct our clients, and create a
reference resource information sheet. If you don’t know where to begin start with
the CAFB Social Services Department or call 211, a comprehensive social service
database for Texas. This service is free and connects you with a live person with
access to information for you and your clients. www.211texas.org.
CULTURE/ADVOCACY
It can be tough to stay positive with all that your see and do. Use these ideas to fuel
enthusiasm: Keep your mission active and brand it within your team, extend your spirit
into the community, encourage team spirit. Treat clients with respect and make them
smile and celebrate with your team and appreciate their work!
The Capital Area Food Bank of Texas is proud of all its partners and we look forward to a
wonderful relationship. This manual was last updated February 2014; please check with
the Agency Relations department for questions on updated Policies and Procedures.
Thank You!
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