OMBUDSMAN OF CONSUMER AFFAIRS FOR ... - Nevada Legislature

OMBUDSMAN OF CONSUMER AFFAIRS FOR MINORITIES Annual Report- 2016

1. PENDING MATTERS:

OCAM successfully completed 2016 activities in assisting the minority community.

Our Vision To guide the consumers for all the resources and public services of the OCAM and to drive improvement in those services and in standards in public life using the learning from the complaints we consider.

Our Values Accessibility: We opened to everyone and work to ensure that people who face challenges in access are not excluded. We considerate, courteous, respectful and approachable, and do our best to communicate with complainants in the way they tell us they prefer. Fairness: We improved through learning from our experiences, and encourage all public service | Consumers providers to learn from their own experiences and those of others. Effectiveness: We makes sure that we work in ways that make the best use of the public money that we receive. "Including information on $ restitution for consumers, #1 as lowest administrative cost" Our Purposes: To consider complaints about public bodies and work to secure the best possible outcome where injustice has occurred by being victim of fraud or deceptive trade practice. To recognize and share good practice so that public bodies can learn the lessons from our investigations and put right any systemic weaknesses identified, leading to continued improvement in the standards of public services. To help consumers send their complaint to the right public service provider or complaint handler.

The Ombudsman of Consumer Affairs for Minorities (CCAM) Office is providing education activities to increase awareness of consumer issues that may involve fraud or deceptive trade practices in minority communities at large. Consumer awareness is presented through: information of current fraudulent practices occurring in the community, ensuring complaints are referred and directed to appropriate agencies for resolution and providing information of NRS 232.548 about the use of alternative means of dispute resolution. Our goal is to encourage the constituents attending the workshops and radio-workshops to adopt an attitude to `Be your Own Advocate'.

2. LEGISLATIVE UPDATE: In assisting the Commission, OCAM provided updates, copies of communications between Commissioners, set up conference rooms, conference calls and recorded meetings. The OCAM forwarded the agenda and minutes to be previewed by the board members. The agenda has been faxed to the assigned locations.

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 The OCAM had interviews with Chairwoman Lee and Vice Chair Rhodes Ford and the new candidates on the 3rd Quarter of 2016.

The Legislative Counsel Bureau, formally made vacancy Appointments to the Nevada Commission on Minority Affairs in the end of December 2016 the Commission have completed membership with 9 (nine) active members.

3. REFORM INITIATIVES:

A. Outreach and Awareness OCAM Tours: An initiative that continue and improve the `Be Your Own Advocate' (BYOA) campaign in 2016. The Ombudsman's Office provided information and partnered in northern and southern Nevada. We have a new partners as Laughlin Town Manager Office, Laughlin Metropolitan Police Department, , Laughlin Township Judge Atkins and in northern- La Voz Hispana in Nevada to present information in topics specific to each minority communities. 3rd anniversary with the: B. Campaign `Be your Own Advocate'

An initiative by the Office of the Ombudsman of Consumer Affairs for Minorities The Ombudsman's Office is spearheading education, prevention and advocacy

workshops throughout Nevada. Our Goal is to encourage education of the public and consumers about alternative

outreach programs and workshops that will help them minimize their risk of becoming victims of fraud. In addition, information is provided to identify legitimate business and or services. The workshops are public, bilingual and this year we offered sign language available for those hard of hearing of speaking, with limited seating for those who are interested in the topic and seeking assistance with their issues. The workshop presentations are for employers, employees, youths, seniors, women and minorities. Alternative dispute resolution services from the Ombudsman Office have brought needed resources to hundreds of Nevadans.

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 `Be your own Advocate' campaign provides a unique opportunity for consumers to recognize and utilize appropriate resources for their needs with knowledge of the state system.

Media and Community Partners participation serves as stakeholders in supporting to communication throughout the State and encourages the public to be involved in this campaign. The number increased from 12 to 25 statewide partners.

In March 30,2016 the attendance has increased in the last workshops having increased from 42 to 55 families and 9 media outlets covered the most recent workshop.`Be Your Own Advocate"?The Criminal Justice Process for Juveniles".

C. Radio Talk Show `Consumer Protection' The radio talk show is produced and hosted by the Ombudsman's Office. The radio show offers information, education and consumer protection advice to constituents. In addition, the radio presentations promote the Nevada Department of Business and Industry and the agency Divisions. Agencies within B&I and Fight Fraud Task Force by promoting their events and services to the public including Press Releases from the PIO in B&I. All partnership ads or public advertising services are at no cost to the agencies. In 2016 weekly presentation provided listeners with valuable information on consumer protection. Several guests were invited to the show to discuss current issues. The radio show is often provided in a bilingual format. During the year listeners topics were provided to minimize the risk of fraud with a `Consumer Alert from Ombudsman's Office". This provided the audience information regarding what is happening in different communities.

4. AGENCY ASSESSMENT: B. Litigation Report

N/A C. Agency Investigations/Claims/Audits

January ? December 2016

# OF COMPLAINT OPENED # OF AGENCY OVERSIGHT # OF INFORMATIONAL INQUIRIES TOTAL # OF COMPLAINTS/INQUIRIES # OF COMPLANTS/INQUIERIES RESOLVED # OF COMPLAINT/INQUIERIES PENDING

579 240 356 1016 742 13

57 % 24 % 35 % 100 % 98% 2 %

OCAM-Total of $ 137,224.45 was recovered for the Consumers during the year 2016

For the months of January? December -2016, 1016 complaints/Inquiries were received by the Intake Ombudsman's Office. Average 85 complete inquiries by month (This does not include the Fight Fraud Taskforce complaints).

OCAM: Reference. *

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Please note that OCAM works on all the complaint cases, without subpoenas or an Order to Show Cause. The office practice applies the NRS 598.000- Deceptive Trade, Alternative Conflict Resolutions and Mediations; all cases are good faith agreements for restitution, interventions and settlement by the B&I Ombudsman's Office.

D. Settlements The Ombudsman's office continues to receive constituent's calls, walk-ins, faxes and emails. OCAM is currently introducing keynote community partners and is available to discuss any issues that could be helpful for the Consumer Affairs Unit or Investigator.

Currently OCAM is providing information in the new system for tracking assistance to constituents.

5. REGIONAL/FEDERAL ACTIVITIES:

OCAM participated in: ? New Certification at the Division of Clark County Courts as Certified Advanced Mediator year 2016-2017.

OCAM actively participated. In events, community meetings, fairs, conference, special trainings to building business relationships and collaboration efforts with community partners. During 2016 the OCAM has participated in 13 fairs, 10 conferences, 4 seminars and several community meetings to plan events or fairs where.

Community Outreach for Minorities The Ombudsman's Office is dedicated to serve minority constituents in Nevada; we realize there is a large population to reach. This Office has the fortune to find different ways to talk and interact with other minorities in addition to the Hispanic population. During the year OCAM contacted agencies dedicated to serve other minority communities: NAACP, Las Vegas Filipino American Chamber of Commerce, Native American Employment Rights Program; Korean Chamber of Commerce; Japanese Chamber of Commerce, Asian Community Resource Center, Mentors doing business in Japan, Las Vegas Woman Magazine from Vietnam, Sierra Sunrise Coalition, Federal Bureau of Investigation most of the members are from different ethnicities.

During this year the OCAM attended and was a guest speaker at several events plus OCAM provided attendees with special assistance as identified at these meetings. Meetings attended were The World Affair Council., Tokyo Streets Entrepreneurs, The Social Justice Imperative of NAACP, and Business Networking for Korean American Chamber of Commerce and Council for Tribal Employment Rights, Annual Legal Conference for Tribes, Our outreach and to build business communication helps to now they are aware about Consumer Protection and the Nevada Department of Business and Industry are here to serve their communities.

On January 28, 2016, OCAM attended the planning meeting of the Leadership Team for multicultural learner the Master plan for Clark County School District and Board School Trustees was presented. The developing phase is deepening district and community

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understanding of what is required for ELLs to grow linguistically and academically and to build commitment to act on that understanding. Approximately 150 attended the meeting including legislators, school directors, and educational advocates.

CCSD ELL Division: Planning meeting developing a comprehensive English Learner Master Plan

On January 28, 2016, OCAM attended the Philippine Community event. OCAM was invited as a Special Guest to the Open house of Art of Therapy, a new resource for consumers on health care. Approximately 25 attendees.

On November 19, 2016 a booth presentations were available in the `Convoy of Hope Annual Event 2016'; at the Champion Center of Las Vegas; OCAM distributed B&I materials and coordinated with the Commission on Minority Affairs to join the event. OCAM distributed 150 business cards. B&I Ombudsman's Office were members of the Steering Committee and were featured as one of the major-in- kind sponsors giving our department exposure by reaching over 10,000 attendees. PIC On March 08, 2016, OCAM attended. Status of Women Conference in honor National

Women's Day. Approximately 60 people in attendance.

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