OPERATIONS MANUAL

UPDATED MAY 2019

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part-ner-ship (pärt’nər-ship’) n. a relationship between individuals or groups that is characterized by mutual cooperation and responsibility, as for the achievement of a specified goal. (Webster’s Collegiate Dictionary, Tenth Edition).

FOREWORD This manual is designed to bring a sense of true partnership to the Guilford County Family Justice Center (FJC) and support the domestic violence, sexual assault, child abuse, and elder abuse services available through the FJC. This manual is not designed to eliminate all potential problems. Instead, the manual facilitates the process of mutually identifying how we can go forward in our quest to seek best practices for survivors and best business practices to sustain our effectiveness and efficiency over time. The FJC is envisioned to be a true partnership, though which all involved partners demonstrate mutual respect and collaboration. As we work together to seek quality and fairness in our relationships and practices, we hope to make the collaborative system beneficial to all our partners. Let us each take responsibility for our own behavior. Let us be willing not to just seek the status quo but, rather, to seek a new and better way of providing services to survivors of domestic violence, sexual assault, child abuse, and elder abuse.

Pictured above are FJC partners who attended the City Council meeting in June 2017, accepting a resolution in support of the FJC’s 2nd anniversary.

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TABLE OF CONTENTS

Contents Introduction ........................................................................................................................................................................ 4

Mission, Vision, and Service Pledge ................................................................................................................................ 4

Service Pledge ..................................................................................................................................................................... 4

FJC Volunteers ..................................................................................................................................................................... 7

Guilford County FJC Collaborative Meetings .................................................................................................................. 8

Guilford County FJC Operations ....................................................................................................................................... 9

New Staff & Partners ........................................................................................................................................................ 11

SURVIVOR SERVICES .......................................................................................................................................................... 13

Client Emergency Response Plans .................................................................................................................................. 16

Family Justice Center Intern and Volunteer Protocol ....................................................................................................... 17

Client Care Procedure ....................................................................................................................................................... 18

Staff Care Policy ................................................................................................................................................................ 19

Appendix ........................................................................................................................................................................... 20

Partner Agencies .............................................................................................................................................................. 21

Additional Key Community Partners: ................................................................................................................................ 22

CONFIDENTIALITY AGREEMENT ...................................................................................................................................... 24

Companion Reception Form ............................................................................................................................................. 25

Please print the following information about yourself: ................................................................................................... 25

How are we doing? ........................................................................................................................................................... 26

Guilford County Family Justice Center .............................................................................................................................. 27

Client Grievance Policy ...................................................................................................................................................... 27

Guilford County Family Justice Center .................................................................................................................................. 28

Client Grievance Form........................................................................................................................................................... 28

Accident/Incident Report Form ............................................................................................................................................ 29

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INTRODUCTION The Operations Manual for the Guilford County FJC Center is designed to assist professionals working on-site at the FJCs, by providing basic information about the day-to-day procedures and operations. The Operations Manual is a work in progress and suggestions are appreciated. Please send email suggestions to the FJC Director at cjohnso5@guilfordcountync.gov

MISSION AND VISION OF THE GUILFORD COUNTY FAMILY JUSTICE CENTER

OUR MISSION The mission of the Guilford County Family Justice Center is to empower family violence victims to live free from violence and abuse and hold offenders accountable by providing easily accessible, coordinated, and comprehensive services in a single location.

OUR VISION The vision guiding the Guilford County Family Justice Center is to protect the vulnerable, stop the violence, restore hope, and make our community safer.

GOALS The goals for the Guilford County Family Justice Center are to:

▪ Make services for victims of family violence more accessible ▪ Decrease the time needed for people to access services ▪ Provide a safe, supportive environment for victims to seek help ▪ Provide streamlined and better coordinated services for victims of domestic violence, sexual assault, child

maltreatment, and elder abuse ▪ Increase and improve communication among entities serving these populations ▪ Increase successful prosecutions in domestic violence, sexual assault, child and elder abuse cases ▪ Reduce domestic violence repeat offenders

SERVICE PLEDGE We promise to:

▪ Provide survivor-centered services ▪ Provide community outreach and education ▪ Foster an atmosphere and culture of empowerment and support ▪ Enhance partner collaboration and excellence

PHILOSOPHY The Guilford County FJC is committed to facilitating the development and implementation of a comprehensive domestic violence, sexual assault, child abuse, and elder abuse response system. The collaboration will be the foundation for best practice development and delivery for all the survivors and families served at the FJC. The comprehensive violence response system organizes public and private community services and resources into an interconnected network to assure that the needs of survivors are met. Guided by the FJC’s mission, vision and service pledge, the response system effectively unifies the efforts of those who assist survivors, reduces duplication of effort, and helps create a service delivery system that meets the needs

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of survivors and their children. The Guilford County FJC works on the response system along with key community partners, such as criminal justice, law enforcement, legal services, local nonprofit agencies, the courts, the Department of Health and Human Services, and local universities to build collaborative structures that support best practices for survivors of domestic violence, sexual assault, child abuse, and elder abuse. SERVICE AREA The Guilford County Family Justice Center operates from two locations.

201 S. Greene St.

Greensboro, NC 27401

505 E. Green Dr. High Point, NC 27260

The primary contact number for the FJC is 336-641-7233. This number should be provided to survivors when giving information about accessing FJC partner services. The Guilford County FJC may also assist survivors from other counties, especially those who have fled from other areas and come to Guilford County in their efforts to seek safety. It is the policy of the FJC to never turn a survivor away without some assistance, information, and/or referral. Every effort should be made to assist survivors in need of services by providing information about the FJC, the legal system, referrals to off-site partners or directions.

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ORGANIZATIONAL STRUCTURE

The FJC opened under the leadership of the Guilford County Board of Commissioners in collaboration with the City of Greensboro, City of High Point, and the FJC Steering Committee. The FJC Executive Partner Team, comprised of one member from each key partner agency, provides oversight to the FJC. The FJC Working Partner Team, comprised of direct service providers and designees from each partner agency, provides input and guidance to the FJC’s service delivery and operational procedures. The FJC Director serves as the liaison between the FJC Executive Partner Team, the Working Partner Team, and the Guilford County Board of Commissioners. ADMINISTRATIVE TEAM The Guilford County Family Justice Center’s on-site Administrative Team consists of the personnel listed below. The administrative team is responsible for handling and managing the coordination of the day-to-day operations and services. The Administrative Team coordinates the collaborative process of the FJC and its partners. The Administrative Team consists of the following personnel:

▪ Director – Catherine Johnson cjohnso5@guilfordcountync.gov 336-641-2321 ▪ Client Services Coordinator- GSO - Sonya Desai sdesai@guilfordcountync.gov 336-641-2322 ▪ Client Services Coordinator- HP- Beth McCollum bmcollum@guilfordcountync.gov 336-641-2881 ▪ Administrative Assistant – Angelina Meeks ameeks@guilfordcountync.gov 336-641-2323 ▪ Administrative Assistant- Angela McDuffie amcduffie@guilfordcountync.gov 336-641-2879 ▪ Navigator- Erica Yamaguchi eyamaguchi@guilfordcountync.gov 336-641-2327 ▪ Navigator- Kieran Sharp ksharp@guilfordcountync.gov 336-641-2313 ▪ Navigator- Jessica Nickerson jnickerson@guilfordcountync.gov 336-641-2880

The responsibilities of the Administrative Team (collectively and/or individually) include but are not limited:

▪ Management of the day-to-day operations of the FJC ▪ Management of the client-tracking system ▪ Linking requested services and information to survivors ▪ Serving as a liaison and support to partner agencies ▪ Complying with and implementing the goals and objectives of the FJC ▪ Coordinating the development of policies and procedures ▪ Developing and supervising the volunteer program ▪ Developing training materials ▪ Coordinating site visits

The Administrative Team works closely with the on-site partners to handle day-to-day operational and policy issues. The Administrative Team also works closely with the Executive Partner and Working Partner Teams to implement the goals and objectives of the FJC Strategic Plan. The direct services provided to the community through the FJC are delivered by the staff from partnering agencies of the FJC. Each partner agency provides services consistent with their respective organizational mission and expertise within a collaborative model.

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FJC VOLUNTEERS There are three primary volunteer positions available at the FJC: Front Desk and Hospitality Volunteer, Navigator Support, and VOICES committee member. Front Desk and Hospitality Volunteers support the work of the FJC Administrative Assistant with the daily operations of the front desk, which includes administrative activities such as answering the phone, checking clients in for services, making copies, and other activities, such as acting as a host or hostess to our clients. Other potential functions include offering drinks or snacks, interacting with children for caregivers to obtain needed services and maintaining our waiting room, safe spaces, and playroom for future clients. Navigator Supports assist with the FJC navigator process and meet with clients before partner agency staff to introduce clients to the purpose and mission of the FJC, to describe the partnership of the FJC, and to assist in navigating clients through the partnership’s services. Both the Front Desk and Hospitality Volunteers and Navigator Support volunteer positions require a completed application, interview with the FJC Director, references, background checks, and a minimum of 20 hours of victim services training. The VOICES committee is a group of survivors who meet monthly to discuss and implement awareness activities throughout the community. Volunteers for these positions must complete an application and interview with the FJC Director and have a minimum of 20 hours of victim services training. Individuals or groups interested in volunteering should contact Catherine Johnson, FJC Director. Monetary and in-kind donations of food/snacks, supplies, and furnishings are welcome. Donations to the Guilford County FJC are tax deductible and should be handled through the FJC Director.

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GUILFORD COUNTY FJC COLLABORATIVE MEETINGS A regular schedule of meetings will be held for sharing information, discussing new issues and policies, and implementing the goals and objectives of the FJC. Unless otherwise scheduled in advance with team members, the general schedule for meetings will be as follows:

▪ Executive Partner Team Meetings- Quarterly ▪ Working Partner Team Meetings- Monthly or Bi-monthly ▪ VOICES Committee- 3rd Tuesday of the month

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GUILFORD COUNTY FJC OPERATIONS This section provides staff and on-site partners with specific information, procedures, and policies related to the FJC’s operations. Hours of Operation The business hours for Guilford County Family Justice Center are: Monday through Friday from 8:00 a.m. to 5:00 p.m.

Client walk-in hours from 8:30 to 4:30 p.m. The FJCs are in County-owned buildings. FJC staff, partners, and agencies that occupy space at the FJC will have 24-hour access to the FJC. The 24-hour access allows staff and partners to work beyond the FJC’s normal business hours listed above, when necessary.

Family Service of the Piedmont operates a 24hr/7 crisis hotline for domestic and sexual assault emergencies. 336-273-7273

Holidays The Guilford County Family Justice Center will observe holidays in alignment with County’s approved holiday scheduled. Additionally, each agency may have varying holiday schedules that must be adhered to by the staff of those respective agencies. Inclement Weather Policy The FJC follows the Guilford County Government inclement weather schedule; therefore, if Guilford County Government is closed due to weather-related travel issues, the FJC will be closed to the public. However, the FJC acknowledges that our partner agencies may have differing policies regarding inclement weather. Therefore, FJC staff, partners, and agencies that occupy space at the FJC will have 24-hour access to the FJC and will be able to have access to the Center if it is closed due to inclement weather. However, in the event of a weather-related closing, partners should consider that county-based services (e.g., mail, janitorial services, IT) will be limited. ID Badges All staff and partners that operate at the Guilford County FJC must obtain an employee badge for building access. Employee identification badges/access cards are issued by Guilford County, and the FJC Administrative Assistant will assist partners in obtaining a County-issued badge. Security and Visitor Access Visitors and clients are welcome and must check in with the receptionist prior to accessing the FJC. Guilford County maintains security for all County buildings 24/7. Any security concerns should be addressed by calling 336-641-3395. In the event of an emergency, please call 911. FJC Floor Access All survivors and visitors, unless escorted by a staff member/partner and will have limited access to the FJC. Survivors will be permitted to sit in the reception area, Safe Waiting Room, and in designated office meeting rooms. Survivors meeting in private staff offices must be escorted to and from the reception area by the staff member. All survivors and visitors should check in with the FJC Administrative Assistant. Access to the Safe Waiting Room will only be granted once survivors and visitors have passed through an initial security check by the FJC Administrative Assistant. Parking Survivors visiting the FJC can park in the Greene St. parking deck in Greensboro or in the designated parking spaces from Green Dr. in High Point at no cost. The FJC Administrative Assistant will provide parking validation for

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those parked in the deck. In addition, temporary parking decals for street parking can be obtained from the FJC Administrative Assistant. FJC staff and partners may negotiate parking, at their own expense, in the Greene St. parking deck, which is operated by the City of Greensboro, or through Guilford County, whom operates the parking deck for the High Point courthouse plaza. Building Maintenance and Janitorial Services Janitorial and maintenance services are provided by the County. All non-emergent maintenance requests should be submitted to the FJC Administrative Assistant for processing. For building maintenance emergencies, please contact 336-641-6100. For after-hour maintenance emergencies, please contact County Security at 336-641-3395. General concerns or issues related to maintenance janitorial services should be addressed to the FJC Administrative Team by emailing, Angelina Meeks at ameeks@guilfordcountync.gov in Greensboro and Beth McCollum bmccollum@guilfordcountync.gov in High Point.

Emergency and Evacuation Plan Guilford County FJC occupants of 201 S. Greene St. and occupants of 505 E. Green Dr. shall follow the established policies and procedures for safety, security, and evacuation per Guilford County established protocols. Staff will be notified of client, building, weather and other related emergencies via email. Emergencies Safety Emergencies In the event of a safety/security incident requiring immediate police assistance, FJC staff or partners shall:

▪ Call 911.

▪ After contacting 911, notify Guilford County Security at 336-641-3395. ▪ Notify other on-site partners by informing the Administrative Assistant by dialing 336-641-7233. Complete

an FJC incident form located in the Appendix. Medical Emergency In the event of a medical emergency for staff, partners, survivors, or visitors of the FJC, dial 911 immediately.

▪ After calling 911, notify Guilford County Security 336-641-3395.

▪ Notify other on-site partners by informing the Administrative Assistant by dialing 336-641-7233.

▪ Complete an FJC incident form located in the Appendix. All emergencies must be written up on an incident report and submitted to a member of the FJC Administrative Team within 5 business days.

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NEW STAFF & PARTNERS As new staff and partners join the Guilford County FJC, the following shall take place prior to the new partner staff beginning to work on-site at the Center:

▪ Meeting with the FJC Director

▪ FJC Tour

▪ Issuance of building access card

▪ Issuance and review of Operations Manual

▪ Introduction to FJC Staff and Partners

▪ Addition to and issuance of the FJC Directory

Partners are responsible for providing the FJC Administrative Team with written/email notice of any new staff (employee, volunteer, or intern) within 5 days of beginning work at the FJC. Written notification should include:

▪ Staff, volunteer, or intern’s role at FJC

▪ Contact information for new staff/volunteer/intern

▪ Schedule for new staff/volunteer/intern

STAFF AND PARTNER GUIDELINES Professionalism FJC staff and partners shall maintain professionalism at all times. Staff and partners are expected to dress professionally and conduct themselves in a respectful manner with staff and survivors. Client appointments are typically held in the safe offices located near the safe waiting. These rooms are used by all FJC partner agencies and should remain tidy and uncluttered. If any client space is in need of attention, a member of the FJC Administrative Team should be notified. Confidentiality

All FJC partner agency staff, interns, and volunteers acknowledge and recognize that existing laws as well as agency-specific policies restrict access to certain records and information. The partnership of the FJC agrees to maintain the highest level of confidentiality by honoring confidentiality rights of clients and partner agencies. All FJC partner agency staff, interns, and volunteers work to ensure that confidentiality is maintained at all times. Survivor information may not be disclosed without the survivor’s written consent to release the specified information. Staff and partners should not discuss cases publicly or in non-private FJC spaces. Survivor Files Survivor files should always be secured. Each partner agency is responsible for maintaining their own agency files in accordance with their own policies, procedures, and any relevant laws and policies regarding record management. Any concerns related to record-keeping of clients should be addressed immediately with the FJC Director to ensure that the FJC’s policies and procedures are in accordance with each agency’s record-keeping requirements. Children’s Playroom A children’s playroom is available for survivors that bring their child/children with them during an appointment. Children must be supervised in the Playroom. If a child’s parent/caregiver agrees, and if a volunteer and/or FJC staff member are available, children are permitted to play in the children’s playroom while their caregiver receives services. If there is an emergency in the playroom, the caregiver will be notified immediately and whoever is

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meeting with the caregiver should escort them to the playroom. If a child needs assistance going to the restroom, the caregiver will be notified. The Front Desk and Hospitality Volunteer or FJC Administrative team member will have oversight of the waiting room and children’s play area. The playroom is only available to children while the survivor is on-site receiving services at the FJC. Communications Partners are welcome to use the Guilford County Family Justice Center mailing address to receive mail. All mail delivered to the FJC will be placed in the copy center area. Guilford County Family Justice Center – Greensboro Attn: _______________________ 201 S. Greene St. Greensboro, NC 27401

Guilford County Family Justice Center – High Point Attn: _______________________ 505 E. Green Dr. High Point, NC 27262

Regular Communication

▪ The FJC Administrative Assistant will maintain a directory of all on-site partners providing services at the FJC. Outside of the weekly check-in meetings and regularly scheduled partner team meetings, the FJC Administrative Team will communicate with onsite partners through email. Regular communication is important. Should a partner’s email address change, it is the responsibility of the partner to notify the Administrative Assistant.

Conference Room and Shared Use Space Guilford County Family Justice Center has multi-purpose meeting room space available for partner use. Meeting rooms can be reserved by contacting the FJC Administrative Assistant.

▪ FJC- GSO Small Conference Room located on the basement level - seats 15 – 20 people

▪ FJC- GSO Conference Room located on the basement level- seats 30-35 people ▪ FJC- HP Conference Room located on main level- seats 20-25 ▪ HR Training Auditorium- seats 90-100 people

It will be expected that the person reserving the conference room will maintain the room’s cleanliness, including discarding any trash, placing chairs under the tables, etc. In addition, if any partners schedule meetings in the FJC conference room, they should ensure that the meeting participants follow confidentiality requirements of the FJC, as it is possible that they will see clients as they enter and leave the meeting. Site Visits & Tours All requests for site visits and tours to the Guilford County FJC should be directed to a member of the FJC Administrative Team. Monthly tours will be scheduled on a regular basis to familiarize the FJC to the community. When possible, tours will be available during non-operating hours to prevent potential safety risks and confidentiality violations that may arise when bringing community members into the FJC facility. Please advise the Director of special invited guests that will be coming for a tour and ensure that any tours do not violate clients’ confidentiality.

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SURVIVOR SERVICES Survivor Services The Guilford County FJC provides services that are available to all residents of Guilford County. Survivors in need of comprehensive domestic violence, sexual assault, child abuse, and elder abuse services will benefit from the available on-site agency assistance. The major program activities are designed to:

▪ Address the safety, support and trauma needs of domestic violence, sexual assault, child abuse, and elder abuse survivors and their children

▪ Reduce perpetrators’ risk to survivors, their family members, and the community ▪ Work in collaboration with community partners, police, courts and other community providers

As a result of the FJC program activities, the intended program outcomes include:

▪ Immediate safety for survivors and children ▪ Survivors' increased knowledge about domestic violence, sexual assault, child abuse, and/or elder abuse ▪ Survivors' increased awareness of resources and options ▪ Community's improved response to victims of domestic violence, sexual assault, child abuse, and elder

abuse and their children ▪ Public's increased knowledge about domestic violence, sexual assault, child abuse, and elder abuse

Survivor Feedback Surveys Feedback surveys for survivors seeking services at the FJC are available in the client waiting room and in the intake offices. All clients receiving services are encouraged to complete feedback surveys. Service Area The geographic area for the Guilford County FJC is Guilford County. The Guilford County FJC may also assist survivors from other counties, especially those who have fled from other areas and come to Guilford County in their efforts to seek safety. It is the policy of the FJC to never turn a survivor away without some assistance, information, and/or referral. Every effort should be made to assist survivors in need of services by providing information about the FJC, the legal system, referrals to off-site partners or directions. Survivor Intake Process All clients of the Guilford County FJC will be required to complete the intake with the FJC Navigator or another designated FJC or partner staff member or a trained Volunteer Navigator Support if the Navigator is not available. The role of the FJC Navigator is to introduce clients to the purpose and mission of the FJC, explain the FJC process and partnership, and help the client navigate the services available on-site and in the community.

The navigation intake process is designed to empower survivors by presenting the available services and helping survivors select those services appropriate to their needs. The goal is to ensure that clients get their needs met when utilizing the services provided by FJC partner agencies. Survivors may enter the program through self-identification or through referrals from another agency. Services offered through the Guilford County FJC are survivor-centered, voluntary, and are offered per the survivor’s needs. The FJC Navigator will discuss with survivors their current needs, safety concerns, and any current crises they are facing. The discussion will help the survivor and the FJC Navigator determine what services the survivor would like to receive. The FJC Navigator will help the survivor prioritize services per the level of need or crisis. During the initial intake process, the Navigator or other designated personnel will also review with the client the FJC agency referral process, program goals, and client confidentiality. Upon completion of the navigation intake, if a client agrees with the services, the Navigator will link them to the appropriate partner(s).

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The initial intake conducted by the FJC Navigator includes:

▪ Introduction to the Guilford County Family Justice Center ▪ Ensuring clients understand FJC Forms, Consents, and Authorizations ▪ Review of Available Services

Copies of the intake forms are in the appendix. All FJC partners and staff are encouraged to offer multiple appointments to clients to be trauma-informed and allow clients to have choice over the services received. Client appointments are held in designated intake offices. These rooms are used by all FJC partner agencies and should remain tidy and uncluttered. If any client space needs attention, a member of the FJC Administrative Team should be notified. Survivor Appointments: All new clients and walk-ins Prior to linking survivors to partners for services all new survivors and walk-ins will be required to:

▪ Check-in at the FJC reception desk and provide the name of their unsafe person(s) ▪ Be routed for an initial navigation intake ▪ Upon completing the client navigation intake, survivors will be routed to participating agencies ▪ Upon meeting with participating partner agencies depending on the needs of the client the FJC Navigator

will return to assist the partner agency with additional referrals or follow-up ▪ Client escorted back to safe waiting to depart the FJC

Scheduled Appointments If a FJC partnering agency has a scheduled appointment with a client, the client will still need to check-in and out at the FJC reception desk. The FJC partner agency will provide their appropriate service. If while meeting with the partner agency the client mentions additional concerns or needs, the FJC Navigator can be available to meet with the client and assist the client with linking to other services. Partners are also encouraged to refer directly to other onsite partner agencies. Intake Process Once signed in, the client will enter the safe waiting room. The FJC Navigator will escort the client to an office space and complete the navigator intake process. For new clients, this process may take 10-15 minutes, depending on the client’s needs. For scheduled appointments, the Administrative Assistant will notify the FJC partner that their client has arrived. Returning Clients Survivors returning for follow-up appointments will be required to sign-in at the reception desk. Depending on the needs of the client or at the request of the partner, the FJC Navigator will check-in with the returning client after the scheduled appointment.

The navigation intake process is evaluated on a consistent basis and changes are made accordingly. Every effort is made to inform partners of those changes in a timely manner. Additionally, the FJC Director will be responsible for training staff and partners on intake procedures and follow-up, if needed. The Guilford County FJC is open to suggestions and comments regarding survivor services and the navigation intake process.

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GRIEVANCE PROCEDURE

Survivor Grievance FJC staff and partners are part of a team of dedicated, qualified individuals whose goal is to support survivors and their children. Every effort is made to provide our services in a manner which is both high-quality and non-discriminatory. Survivors are informed of their rights, responsibilities, and the grievance procedure during the intake process. Any survivor that has a grievance may express their concerns through the process outlined in the intake process. Partner Grievance Partners who have a grievance should first make every attempt to discuss the issue directly and openly with the involved parties. If the issue is not resolved, it should be discussed with the FJC Director. If the individual is dissatisfied with the outcome of the meeting, he/she should present the facts of the situation in writing to the Executive Partner Team.

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CLIENT EMERGENCY RESPONSE PLANS The following addresses procedures to protect the health, welfare, safety and security of all individuals involved in a crisis at the Guilford County FJC. These procedures are not intended to be all-inclusive, but are intended to serve as guidelines in response to an internal crisis (e.g., fire, medical emergency, and/or violence by or toward a client and/or staff member) or external crisis (i.e. weather or other natural disasters).

Arrests/ Assessments via Ambulance Policy

The FJC is a place of safety for survivors of domestic and sexual violence. Providing welcoming, trauma informed

and victim centered services is fundamental to the mission of the FJC and is of the highest priority for FJC partner

agencies. If onsite law enforcement officers become aware that a client seeking services from partner agencies at

the FJC has an outstanding warrant, they should utilize their discretion to prioritize the safety of the client and the

client's ability to access the services of FJC partner agencies. Law enforcement officers and partner agency staff

should assist the client in resolving the outstanding issue in a manner that supports the wellbeing of the client and

the overall public good.

Best practice is that victims seeking services at the FJC not be arrested or detained at the FJC. However, there may be rare occasions when safety concerns or statute require that individuals be arrested at the FJC. When these arise, law enforcement officers should exercise their discretion in this process and make all efforts to respond in a manner that is survivor centered.

There may be occasions when individuals must be arrested or need to take an ambulance to the hospital for a mental health assessment. When these occasions arise, the following procedure will be followed:

▪ Any act of detaining – such as reading of rights, utilization of handcuffs, etc. – will occur in the designated law enforcement space, and not in front of victims (unless it is otherwise unavoidable and/or an emergency where safety is in question)

▪ The vehicle by which the individual will leave the premises, whether a law enforcement vehicle or an ambulance, will be located at the side staircase at the designated law enforcement entry/exit

▪ An incident report form should be completed and emailed to the FJC Director within 5 business days following the incident.

Violent Incident Policy

If a client appears overly anxious or nervous, irritated or frustrated, or displays other concerning behaviors, the front desk receptionist will inform the FJC Director or another member of the FJC Administrative team to determine if that client should be seen in a safe office space that is more accessible (physically and audibly) by the FJC Administrative Assistant.

If a situation arises while meeting with a client, the FJC staff/partner should contact the FJC Administrative Assistant by calling 336-641-7233.

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FAMILY JUSTICE CENTER INTERN AND VOLUNTEER PROTOCOL It is the nature in working together that there may be interns and volunteers placed in the FJC by multiple agencies. All FJC interns and volunteers will have a background check and will be interviewed prior to placement at the FJC. Volunteers with direct contact with survivors will be required to complete 20 hours of victim services training. The FJC Director will coordinate with FJC partner agencies to see that training hours are completed. The FJC often utilizes interns supervised by FJC staff for performing various roles such as:

▪ Communications – assisting with public relations, social media, events, and other forms of communicating with the public.

▪ Research/Evaluation – assisting with measuring outcomes, evaluating effectiveness, and analyzing data for the FJC.

▪ Bachelor or Master level interns in human service fields – assisting at the front desk and with navigation. Interns report to a member of the FJC Administrative Team as determined by the FJC Director.

FJC interns providing direct services will be required to have 20 hours of victim services training. The FJC Director or a member of the FJC Administrative Team will work with each intern to determine training requirements. Orientation and training are to include the following:

▪ Front desk operations ▪ Hospitality for FJC clients ▪ Observe at least 1 navigation ▪ Observe at least 1 advocacy session with an advocate* ▪ Tour the FJC and be introduced to partners ▪ Review of the FJC Operations Manual ▪ Review of confidentiality and information sharing procedures ▪ Receive and review their volunteer/intern manual ▪ Rules for sitting in on advocacy/navigation:

o Ask the advocate/Navigator o The advocate/Navigator will ask permission of the client o No more than one observer at a time will be permitted in one session

▪ Additional potential training/learning opportunities for interns if approved by supervisor and partner agencies:

o Shadow a CRI Advocate o Sign up for a ride along (would not be during work hours) with either law enforcement agency o Go to court one day with the Victim Witness Assistant from the District Attorney’s Office o Go to Order of Protection Court with an advocate from Family Service of the Piedmont o Tour the women’s shelter with an advocate from Family Service of the Piedmont

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CLIENT CARE PROCEDURE Survivors may enter the FJC through self-identification or through referrals from another agency. Services offered through the Guilford County FJC are survivor-centered, voluntary, and are offered per the survivor’s needs. The survivor drives the process, and they should be reminded that they can stop and come back at any time. Services are flexible within individual agency policy and procedures.)

▪ All clients of the FJC will go through Navigation for a needs assessment with a FJC Navigator or other designated person, who will explain the process and philosophy of the FJC and the following points:

o The collaboration of agencies, differences between public and private agencies, the informed consent form, and a Needs Assessment will be conducted.

o That the client can ask to stop at any time in the process and schedule a time to return so that they can think about/process things.

o That the Needs Assessment will inquire about the potential needs of the client, and that anything identified can be addressed in one or multiple appointments per the client’s wishes. The client can ask the Navigator to stop and schedule future appointments at any time in the process.

▪ Because clients of the FJC are typically enduring trauma at some level, their safety and risk of danger are priorities. As such, the first things to be addressed with first-time clients will always be a danger assessment and safety plan. For returning clients, it will be important to address whether circumstances have changed, requiring a new danger assessment, and to quickly review the safety plan.

▪ Documentation of Danger Assessment and Safety Plans: Because traumatized individuals have difficulty retaining information, it is important to provide clients with written information, such as a Danger Assessment and safety plan, that is individualized to each client. Therefore, for first time clients and when any changes are made for returning clients, the danger assessment and safety plan assessment are to be completed and printed for the client to take with them. If it is determined to be unsafe for them to take written paperwork with them, then that is to be documented. Alternatives for providing this information, such as via e-mail to a secure account or committing basic safety information to memory or sharing it with a safe person, should be discussed in this event.

▪ Keys to remember: offer multiple appointments, the client is in charge, the client knows what they need, but needs to know all options and be informed about them in order to make choices.

▪ The environment of client areas is to remain uncluttered, clean and relaxing. The safe offices will not have bulletin boards with informational postings or brochures; they will only have some comforting books and some magazines so as not to overwhelm clients. If a client area is seen to need attention, a member of the FJC Administrative Team is to be informed.

▪ The results of shorter and multiple appointments are likely to include better retention of material presented with opportunities to review, better relationships, better potential for follow-through, better options for connecting the client to outreach aftercare services and better potential future opportunities for the client.

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Staff Care Policy Understanding trauma and its impact on those we serve requires understanding trauma’s impact on those who serve. Investigating child abuse, advocating for a victim of domestic violence or sexual assault, taking a domestic violence divorce case to trial, answering the phone calls from victims who are in crisis, and all other ways in which staff work with individuals who have been traumatized has its own traumatizing effect over time. Some individuals become hardened; some begin to blur the boundaries in their lives; some struggle with expression of emotions etc.

The Guilford County FJC encourages all partner agencies, from upper management to front line staff, to learn about vicarious trauma and to support all partner agencies and staff with any individual needs they may present. The FJC also encourages the partner agencies to create safe ways to express those needs.

The Guilford County FJC will provide supportive resources and self-care opportunities throughout the year and encourages an environment and support in a collaborative setting.

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APPENDIX

• ON-SITE PARTNERS

• OFF-SITE PARTNERS

• PARTNER SERVICES PROVIDED

• WELCOME RECEPTION AND CLIENT CONFIDENTIALITY FORM

• COMPANION FORM

• CLIENT FEEDBACK SURVEY

• GRIEVANCE POLICY

• CLIENT GRIEVANCE FORM

• ACCIDENT/INCIDENT REPORT FORM

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PARTNER AGENCIES

ON-SITE PARTNERS

Children’s Law Center of Central North Carolina: Provide legal advocacy for children in civil domestic violence cases when appointed by the Court. Cone Health System: Professionally trained nurses provide medical exams for domestic and sexual violence, which includes evidence collection and documentation. Medical staff also assists survivors with referrals and information for on-going medical care, treatment, and health services Family Service of the Piedmont Victim Advocacy: Trained staff provide comprehensive domestic violence and sexual assault services including safety planning, support, assistance with accessing resources including safe shelter, obtaining stay away / protective order, and help with navigating the judicial system. Greensboro and Hope House High Point’s Child Advocacy Centers: Child-focused, facility-based program in which representatives from many disciplines, including law enforcement, child protection, prosecution, mental health, medical and victim advocacy, and child advocacy, work together to conduct interviews and make team decisions about investigation, treatment, management and prosecution of child abuse cases. Greensboro Police Department Family Victim’s Unit: Specialized investigative unit responsible for conducting follow-up investigations of all adult and child domestic violence and sexual assault crimes. The specialized units provide assistance to victims throughout the judicial process as well as information regarding various support groups and resources. Guilford County Department of Health and Human Services: Staff within the division of Adult and Child Protective services work to address family violence by using a holistic approach to assure safety, and to promote self-sufficiency and permanency in the lives of adults, children, and families. Guilford County District Attorney’s Office: Advocates provide support and resources to survivors with pending criminal cases. Assistant District Attorneys are on-site, when needed, to work with victims and witnesses to prepare cases for trial in Criminal District Court and Municipal Court. Guilford County Sheriff’s Office Domestic Violence Unit: Specialized civil process division unit serve protective orders as issued by the Court and participate in the enforcement, apprehension, and prosecution of offenders. High Point Police Department: Specialized investigative unit responsible for conducting follow-up investigations of all adult and child domestic violence and sexual assault crimes. The specialized units aid

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victims throughout the judicial process as well as information regarding various support groups and resources. Kellin Foundation: Provide specialized advocacy, referral and mental health services to children and

families experiencing violence or trauma.

Legal Aid of North Carolina: Provide civil legal services including consultation and representation to victims for protection from abuse. Elon University Emergency Civil Legal Services: Provide emergency civil legal consultation and services.

ADDITIONAL KEY COMMUNITY PARTNERS:

• Booth Harrington & Johns of NC • Backpack Beginnings

• YMCA Camp Weaver

• City of Greensboro

• City of High Point

• Corporation on Guardianship

• Court Watch

• Darkness to Light

• Faith Action International House

• Gibsonville Police Department

• Greensboro Non-Profit Consortium

• Guilford County Clerk of Court

• Guilford County District Court Judges

• Guilford County Magistrate

• Guilford Emergency Management Services

• Guilford Metro 911

• High Point Community Against Violence

• High Point Regional Hospital

• High Point University

• Hight Point Housing Authority

• Latino International Community Coalition

• Leslie's House

• Macedonia Center

• MOM Ministries II- Born to Be Free

• North Carolina A&T University

• Piedmont Triad Adult Area on Aging

• Pre-trail Court Services

• Probation and Parole

• Senior Resources of Guilford

• Shalonda Poole Foundation

• Sherri Denise Jackson Foundation

• The University of North Carolina Greensboro

• Turning Point 180

• United Way of Greater High Point

• Women’s Resource Center

• World Relief of High Point

• YWCA- High Point

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Welcome Reception Form

Thank you for visiting the Family Justice Center. Safety is our top priority. Please complete the information below.

Have you ever received services at the Family Justice Center? ☐ Yes ☐ No

Client’s Information:

Abuser/Unsafe Person Information:

Please check the box (es) that best describe your situation: Domestic Violence/Abuse Sexual Assault/Abuse Child Abuse/Neglect Elder Abuse/Neglect

Why are you here today?

I have a scheduled appointment. If so, with whom: _____________________________________________________

I would like to speak to someone about my situation and the options/services available to me

I am concerned for my safety

I am concerned about the safety of my child(ren)

I need a safe place to stay

I have concerns about my health and/or injuries and need medical care

I need to speak with law enforcement

I am interested in getting a restraining order (50B/50C) ☐For myself and/or ☐For my child(ren)

I need to talk to someone about my emotional well-being and/or my child(ren)

I need help with the following: _________________________________________________________

I need to talk to someone about legal assistance

_______________________________________ ________________________ ______________________________________________ First Name Middle Name Last Name Date of Birth: ________________ Gender: _____________ Race/Ethnicity: ___________________ Address: ___________________________________________________________ City/State: ______________________ Zip Code: ____________ Is it safe to contact you? ☐Yes ☐ No Contact #: _______________________ Email: ___________________________ If you have children, how many are here with you today? ____________

_______________________________________ ________________________ ______________________________________________ First Name Middle Name Last Name Date of Birth: ________________ Gender: _____________ Race/Ethnicity: ___________________ Relationship to you: ☐Spouse ☐Divorced ☐Boyfriend/Girlfriend ☐Ex- Boyfriend/Girlfriend

☐Family Member ☐Have a child in common ☐Not Related

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How did you hear about the Family Justice Center? _____________________________________________________

PLEASE CONTINUE TO THE NEXT PAGE

CONFIDENTIALITY AGREEMENT

Each visitor is required to sign a confidentially agreement. All FJC partners are required to comply with laws regarding mandatory reporting of suspected abuse or neglect of children or elders. The FJC partner may also be required by law to report situations which pose immediate danger to you, or to others. For the safety and privacy of those using the services at the FJC, I agree not to disclose to anyone the names, descriptions, or any information regarding any individual I may learn about at the Family Justice Center.

_____________________________________________ ________________ Client Signature Date

THE SECTION BELOW IS FOR STAFF USE- DO NOT COMPLETE

CONSENT FOR SHARING INFORMATION WITH PARTNER AGENCIES

Your safety and privacy is very important to us and you decide the information you want shared. The Partner Agencies in the Family Justice Center must follow different rules about keeping information private. Each Partner Agency you decide to meet with will talk to you about any limits to their confidentiality. Please know that partner agencies are mandated reporters of suspected abuse or neglect of children or elders. Please initial:

__I consent to sharing with the following partner agencies my desire to receive services:

Cone Health System _____ Clerk of Court ______ Family Service of the Piedmont

Child Advocacy Center (CAC) _____ District Attorney’s Office ______ Greensboro Police

Child Protective Service (CPS) _____ Adult Protective Service (APS) ______ GC Sherriff’s Office

Legal Aid _____ Kellin Foundation ______ Children’s Law Center

___ Elon Legal Services of Central NC

____High Point PD _____ Other: _______________________________________________________________________

Additional information to be shared with partner agencies: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

This release of information is limited to the purposes noted above and will expire in 30 days.

_____________________________________________ ________________ Client Signature Date

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Companion Reception Form

Please print the following information about yourself:

First Name: Middle Name:

Last Na Last Name:

______________________________________ Date of Birth: _______________________________

______________________________ Gender: _______________

_______________________________

Who are you here with today?

Name:___________________________________________________________________

Relationship: __________________________

Have you been to the Family Justice Center before? Yes No If Yes, when? ________________________

How did you hear about the Family Justice Center? _____________________________________________________________

What is the reason for your visit today to the Family Justice Center?

I am with a friend.

I am with a family member.

I want to learn how to support someone in an abusive relationship.

Other, please explain: _____________________________________________________________________________________

CONFIDENTIALITY AGREEMENT

For the safety and privacy of those using the services at the Family Justice Center, I agree not to disclose to anyone

the names, descriptions, or any information regarding any individual I may learn about at the Family Justice Center.

_________________________________________________

Companion Signature Date

FJC O:/Companion Reception Form - Rev 8/7/15

Staff Use Only Date: ________________ Arrival Time: ______________

Date Entered: ______________ Staff Initials: __________

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How are we doing?

1. Please rate your visit at the Family Justice Center today:

Poor Fair Good Excellent I felt safe while I was in the Center. Comments:

□ □ □ □

I felt that my confidentiality and privacy were honored in the Center. Comments:

□ □ □ □

2. Was there a service that was unavailable to you that you wished we would have had onsite?

3. We value what you have to say! Please write any additional comments or suggestions that you have:

Thank you for participating in our survey. If you would like to speak with someone directly about your experience please provide your name and contact information below or contact the Guilford County Family Justice Center Director, Catherine Johnson, at 336-641-2321 or via email at cjohnso5@guilfordcountync.gov.

I felt I was treated with respect. Comments:

□ □ □ □

The services and information I received was helpful. Comments:

□ □ □ □

Name

Phone Email

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Guilford County Family Justice Center Client Grievance Policy

If you have a concern, issue or grievance regarding services at the Family Justice Center, you have options of how

to work toward resolution of that situation. Those options include:

▪ You may ask anyone you see at the Family Justice Center to speak with the Client Services Coordinator at

any time to discuss any concerns. In the event that the Client Services Coordinator is not available to speak

with you, you will be provided information with how to contact the Client Services Coordinator or the

Director via telephone, e-mail, and/or mail.

▪ You may ask for a Grievance Form to fill out regarding your concerns. This can be filled out and left the day

of your visit or returned at a later date.

▪ You may write a letter to the Client Services Coordinator or the Director of the Family Justice Center

detailing your concerns.

▪ You do NOT have to give your name. The form makes it clear that it is up to you as to whether or not you

want to be contacted about the results of the concern/issue/grievance. You may remain anonymous if you

wish. However, if you do wish to hear about the results, you will need to leave your name and a safe

contact number to call you with an update.

▪ Your concern(s) will be shared with any partner agency(ies) involved to assist in improvement of the

quality of services.

▪ If your concern(s) are not resolved in a manner that is acceptable to you, then you can ask to have your

concern(s), documented in writing, reviewed by the Executive Partner Team which includes members from

all FJC partner agencies. This entity will give a response to your grievance in writing.

Your options for sending a letter or the form are:

▪ You may fill out your grievance on-site before you leave the Family Justice Center and request at that time

to meet with the Client Services Coordinator

▪ You may mail the grievance to:

Guilford County Family Justice Center

Attn: Client Services Coordinator

201 S. Greene St.

Greensboro, NC 27401

▪ You may call to speak with the Client Services Coordinator at 336-641-7233

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Guilford County Family Justice Center

Client Grievance Form

Client Name (only if you desire to be contacted, you do not need to give this information):

____________________________________________________________________________________________________________________________________

If you wish to be contacted about the outcome of this grievance, your safe contact phone number or address. (You

do not have to fill this out if you do not desire to.):

____________________________________________________________________________________________________________________________________

Today’s date: ____________________________________

Date you received service (or best guess): __________________________________________________________

Name of person(s) whom the grievance/complaint is related to (if applies):

____________________________________________________________________________________________________________________________________

Please describe in your own words your concerns:

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

What could have been done differently or what could the FJC do differently in the future:

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

(Please use back of page if needed)

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Accident/Incident Report Form

Date of incident: _______________ Time: ________ AM/PM

Name of injured person: _______________________________________________________________________________________________________

Address: _________________________________________________________________________________________________________________________

Phone Number(s): ______________________________________________________________________________________________________________

Date of birth: ________________ ___________ Male ______ Female

Who was injured person? ___________ Client ____________ Staff

Type of injury: ___________________________________________________________________________________________________________________

Details of incident:

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________

Injury requires physician/hospital visit? Yes __________ No ___________

Name of physician/hospital: ___________________________________________________________________________________________________

_________Please initial if no medical attention was desired and/or required.

Signature of injured party: ____________________________________________________________________ Date __________________

Signature of staff or FJC partner: ____________________________________________________________ Date ____________________

Return this form to the Guilford County Family Justice Center Director or Client Services Coordinator within 24 hours

of incident.