Agency Compliance Policy

Roadrunner Food Bank realizes that all of our partner agencies perform a very valuable service to the community and we applaud all your hard work!  However, if the occasion should arise, these procedures are in place to ensure the very best service to the people that we all serve – people who suffer from hunger and food insecurity. 

The core function of the food bank is Agency Distribution.  Food and related products, both donated and purchased, are distributed to more than 700 agencies and organizations serving the abused, poor, disabled, elderly and young in both an individual and family capacity.  These agencies include food pantries, soup kitchens, group homes, shelters, churches and other non-profit organizations.  Our Partner Agencies save millions of dollars each year through this program.

When an agency is not in compliance with the policies and procedures of the Food Bank, some action may be necessary to bring the agency back into compliance.  The following compliance policies are established to provide a clear and equitable means of resolution for individuals and/or agencies that have violated the Food Bank’s food distribution procedures and requirements. 

POLICY VIOLATIONS & DISCIPLINARY ACTIONS:

Documented Verbal Notice

Violations such as failing to pay the Food Bank within 60 days of receipt of bill of lading, failing to provide the food bank with accurate and timely information about your agency upon request, missing deadlines for turning in reports, or missing appointments without notifying RRFB will result in a documented verbal notice.  The Agency Relations Director will address the agency representative directly and make a note of the incident in the agency file.  Agencies will be expected to remedy the violation as quickly as possible, but at a limit of within thirty (30) business days.

Probation

Agencies may be given probation when there is a need for a demonstration of improved compliance in areas that are not a threat to human safety; i.e., record keeping, missing appointments, submission of update forms, and/or improper transportation of food or other product.   Probation can result when documented verbal notices are not corrected or for on-going violations of previous actions which warranted documented verbal notices.  An agency may be placed on probation for a period of not more than one year.  The purpose of the probationary period is to place an agency on notice that it must bring its program into compliance or it will be inactivated.  During the probationary period, the agency will retain all of its rights and privileges, with one exception.  That exception is that the result of a probationary status may be a temporary block from ordering, if deemed necessary by the Agency Relations Director. 

During the probationary period, the Agency Relations Director or the Executive Director shall have the authority to extend the probationary period or to inactivate the agency.  An agency’s probationary status is terminated when one of the following occurs:

1.   The agency satisfies the Agency Relations Director and/or Executive Director that the violation has been rectified, or

2.   The agency has been inactivated or suspended by the Food Bank. 

Inactivation

Any violation or non-compliance in general may result in inactivation and loss of all privileges as an agency of Roadrunner Food Bank, but an agency may automatically face inactivation without first being placed on probation if found to be using donated food for private use or in a manner not related to the expressed purposes of your agency or the food bank, violating federal, state, or local statute, ordinance, code or regulation, violating Roadrunner Food Bank’s Eligibility Criteria and Letter of Agreement, or utilizing improper storage, refrigeration, or transportation of food or other product in a way that threatens human health or safety.

Upon inactivation, an agency loses all the rights and privileges of a Partner Agency as well as its status as such.  To be re-activated, an agency must reapply for membership and demonstrate compliance to all RRFB policies and procedures.  Compliance issues that merit indefinite inactivation may include: inappropriate food handling and/or food storage, storing food in private locations, and nonpayment of agreed shared maintenance fees. 

Suspension

The compliance issue that will result in automatic suspension is exchanging food or other products (acquired at RRFB) for money, property (including food items) or services.  Suspension of agency partnership is a last resort.  It is the least employed form of agency sanction.  Upon suspension, an agency loses all rights and privileges of a partner agency as well as its status as such.  Suspension is permanent and prohibits any opportunity for reactivation.

Grievance Procedures

RRFB recognizes that very few of the agencies need to be sanctioned for non-compliance.  Consequently, efforts to educate or improve agency compliance are most often used.  Because the Food Bank always seeks to be fair and equitable with its partner agencies, any agency that has been sanctioned in any way for non-compliance may appeal that decision. Partner Agencies should also feel comfortable to report grievances or complaints to Roadrunner Food Bank through a secure process.  A Partner Agency, which desires to make a complaint, report a grievance, or to appeal a decision concerning a disciplinary action rendered, has the right to seek redress by following the procedures described below:

1. Complaints or grievances against Roadrunner Food Bank personnel or policies can be made either verbally or in writing to the Front Desk Manager or the Agency Relations Director.  The complaint will be addressed by the Agency Relations Director and the supervisor of the department where the alleged grievance occurred. The Agency Relations Director will act as an advocate for the Partner Agency.  The Agency Relations Director will then report to the agency the decided course of action to remedy the situation.

2. To appeal a sanction or a decision regarding a grievance, an agency may request in writing an appeal interview with a committee consisting of three Food Bank staff members that are not party to the dispute or complaint.  The Agency Relations Director will not serve on this committee.  The written request must be submitted within ten business days of the administered sanction or grievance.  The committee will listen to the agency’s grievance or argument against sanction without the charging party present.  This is to provide the agency complete confidence in their ability to speak openly.  The committee will then render a decision within ten business days. 

3. If once again, the agency does not agree with the decision, an appeal may be made to the Executive Director within ten business days.  The Executive Director will render a decision within ten business days of receiving the written appeal.  The decision reached by the Executive Director is final and may not be appealed, except in the case of suspension.

4. Because suspension is permanent, Roadrunner Food Bank allows further opportunity to appeal such status through a written petition to the Executive Committee of the Board of Directors of RRFB.  The appeal must be received within ten business days of the Executive Director’s rendered decision.  The Executive Committee will address the final appeal at the next scheduled Board meeting following receipt of the written appeal.  Once a final decision has been reached by the Executive Committee for suspension of an agency, suspension is permanent and without recourse.  The agency may never reapply to become an agency of the food bank.