Purpose of Refresher Training

• Share important operational reminders

• Identify common issues and areas of improvement

• Keep you up-to-date on current policies and procedures

• Maintain high standards of service

• Improve the experience the clients we serve by providing consistency

Scheduling a Mobile Pantry

• Prior to scheduling, you must have an active Mobile Pantry account in good standing

• You must use the online scheduling form

• You must provide us a minimum of 30 days notice

• We encourage you to schedule all your intended dates at one time

• If you are scheduling for multiple addresses, please use a different form for each address

• Once you have submitted you request:• You will receive an email that it has been submitted

• It will then be reviewed by the Programs Manager

• You will be contacted when it has been approved and scheduled

Day of Distribution –Expectations, Processes, and Supplies• Have your supplies and volunteers onsite and ready to go prior to

the driver’s arrival

• Be ready to tell the driver how you want the area setup and assist them with setup (moving pallets with the jack, etc.)

• Feeding America West Michigan will supply:

• Training

• Food

• Equipment (truck, jacks, etc.)

• Occasional Outreach and Nutritional Materials

• Your Agency Provides:

• Volunteers

• Tables (if using a traditional model of service)

• Food Service Gloves (for handling fresh produce)

• Bags and Boxes (to package down bulk food into family portions)

Volunteers – Their Role and Training• The Role Volunteers Play at a Mobile Pantry

• Their primary role is to assist clients and the driver by handing out food and resources to those in need

• The Required Training for Volunteers• Every year, you are responsible for training your volunteers in civil

rights

• You may have them watch our online video or read and sign the one-page volunteer civil rights form

• You should keep these records

• Be Aware of Recipient Volunteers• Volunteers who are also in need of food assistance (this is okay, but not

ideal)

• The best way to handle this is to serve them mixed in with other clients. For example, let ten clients go through the line and then let one volunteer go through, and so on.

• They may never go first in line or receive more food than anyone else and cannot put food aside for later

• They must sign-in completely

A Reminder About the Weather

• We are prepared to run distributions regardless of heat, rain, or snow

• We will only cancel distributions if the logistics team determines that the roads are impassible and too dangerous to drive on

• If you would like to cancel a Mobile Pantry, you must give us proper notice

• Minimum 24-hours notice for the lower peninsula

• Minimum 72-hours notice for the upper peninsula

• Failure to provide proper notice will result in a fee charged to your account

• Ensure volunteers are prepared to work in all weather conditions

Record Keeping and Registration

• All people receiving food must sign in using the most up-to-date USDA sign-in sheet

• You may not ask for or require any of the following from a client

• ID/Driver’s License

• Proof of Income

• Proof of Residency

• Participation in Religious Activity or Prayer

• Records must be kept for 3 years plus the current year

• If you choose to use an electronic spreadsheet or method of record keeping, it must have prior approval from the programs staff

Reporting Statistics

• Statistics must be collected during every distribution

• The statistics to be collected and reported are:

• Total Number of Households Served

• Total Number of Individuals Served (how many people made up the households you served)

• Total Number of Seniors Served

• Total Number of Children Served

• Total Number of Veterans Served

• If you or your volunteers take food to households who are not present or allow proxy pick-ups, those households should all be signed in as well.

• Statistics should be reported on the feedback form provided to you by your driver and emailed to the Programs Representative within 72 hours of your distribution

Accessing Invoices and Statements

• Each agency has an online account through our website

• If you have multiple programs (ex: a traditional pantry and a mobile pantry) you will have two different accounts

• Invoices and statements can be accessed through this account

• Invoices are available with 72 hours after a distribution has occurred

• We will not send paper invoices or statements

• If you need help accessing your account, please speak to a member of the Programs Team

Other Important Notes• Product Availability and Quality

• Product variety and quality is dependent on availability

• Produce may be small, extra large, starting to wilt, slightly discolored (much of the food we receive is donated for aesthetic reasons)

• We will not send product that is unsafe to eat

• Leftovers

• Can be given out to clients by letting them go through the line again

• Can be given to a pantry with approved storage i.e. a pantry that has an existing account in good standing that has been inspected by the food bank

• Can be returned on the truck

Other Important Notes• Method of Distribution

• Please let the Programs Team know if you are distributing your food via a traditional, walk-through pantry or via drive-thru

• Confirmations and Staff Communications

• Two-weeks prior to your scheduled distribution you should receive a confirmation email from our staff confirming the details of your distribution

• Please respond to this email and if you do not receive it and you believe you have a distribution scheduled, contact us immediately

• We will send all communication notices to the primary contact person on file. It is this person’s responsibility to share all information with the relevant parties at their organization.

Reach out to a member of the Programs Team

Programs Manager – Shay KovacsEmail – ShayK@FeedWM.org

Phone – (616) 432-6966

Programs Coordinator – Abigail LaLondeEmail – AbigailL@FeedWM.org

Phone – (616) 389-6365

Programs Representative – Anneliese OrrEmail – AnnelieseO@FeedWM.org

Phone – (616) 389-6348

For Questions, Concerns, and Support

Thank you for all you do!