Agency Partner and Site Leader Resources
Keeping critical resources moving to people who need them
Our partnership is more important than ever as we all work to make sure our community gets the healthy food they need during the COVID-19 outbreak. We will use this page to post announcements and resources. Please call your Program Manager with any questions. If you are not sure who that is, email agencyhelp@shfb.org.
Frequently Asked Questions during COVID-19
Volunteers must self-quarantine at home for at least 10 days if they have:
- tested positive for COVID-19
- symptoms of COVID-19
- travelled more than 150 miles from San Mateo or Santa Clara Counties
Volunteers must self-quarantine at home for at least 14 days if they have:
- been exposed to COVID-19 through close contact with either a confirmed or suspected case
Many government/health officials consider the following to define exposure:
- Living in the same household as a person confirmed or suspected to have COVID-19,
- Caring for a sick person with a confirmed or suspected case of COVID-19,
- Being within 6’ of a person with a confirmed or suspected case of COVID-19 for 15 minutes or more, or
- Being in direct contact with secretions from a person with a confirmed or suspected case of COVID-19 (e.g., being coughed or sneezed on, kissing, sharing utensils, etc.)
Volunteers who have been sick should only return to a distribution when:
- They have had no fever for at least 24 hours (that is one full day of no fever without the use medicine that reduces fevers), AND
- Other symptoms have improved (for example, when cough or shortness of breath has improved), AND
- At least ten days have passed since symptoms first appeared
Should our staff, volunteers and clients wear masks?
Staff and volunteers visiting your office space, warehouse, and working in your meal, pantry or grocery distribution program, or interacting with anyone on behalf of Second Harvest of Silicon Valley, regardless of location, must wear a face covering at all times while working or passing through any shared areas/spaces.
Clients are required to cover their faces when visiting essential services such as your pantry, grocery distribution or meal program. Clients picking up food in their car when attending a drive-thru distribution should wear a mask when speaking to anyone outside of their vehicle.
Our mission still remains to provide food to anyone who needs it, so we want to avoid having to turn anyone away from getting food for lack of a face covering. In the event that a client can’t cover their face, a volunteer can bring the food to them if they have a car, or provide a face covering for them to use in line, when possible.
We have created this flyer as a reminder (also available in the Flyers section of this webpage). Feel free to post it!
What is considered a face covering?
While masks, scarves or bandanas may be the most ideal, any cloth that covers a person’s nose, mouth and surrounding area can be used. Face coverings that are not disposed of after each use should be cleaned frequently.
You can find information the CDC has published about cloth face coverings here.
I distribute USDA food. Are there any changes to USDA rules during COVID-19?
EFA-7 form
- Sites that receive USDA food and that are not using the Second Harvest Client Registration Form must continue to complete the EFA 7 form for all clients.
- Site staff/volunteer should fill in all of the client’s information, writing in the client’s name and address, checking if they have received USDA food in the last month and noting COVID-19 in the signature area.
Alternate pick-ups
- A client does not need to provide a new alternate pick-up form or note for each distribution.
- Clients are no longer limited to five alternate pick-up forms being presented at one time.
Short-term alternate pick-up sites
- May be implemented without prior authorization.
- Short-term alternate pick-up site agreement shall not exceed 90 days.
- The site must contact and receive permission from each client for the short-term service (via phone call or other means).
- The alternate pick-up person may then sign on the behalf of the client and indicate “COVID-19.”
- The site must notify Second Harvest of the locations of each short-term pick-up site.
What if I need more volunteers?
Please contact your Program Manager if you need help sourcing volunteers.
How should I report my numbers to Second Harvest during this time?
Your reports are more important than ever as they help ensure we secure enough food. Please do your best to keep accurate track of the numbers of people you are serving and continue to report in the same way you always do.
How do I reach my Program Manager?
If you don’t know how to reach your Program Manager, email agencyhelp@shfb.org or call 408-266-8866, ext 359.
Resources
This page will be updated as additional information becomes available.
- Customer Service Workshop: Self-Care for Client Care (PowerPoint | Recording)
- Customer Service Workshop: Creating a Safe and Welcoming Space for All (PowerPoint | Recording)
- Customer Service Workshop: Navigating Challenging Situations (PowerPoint | Recording)
COVID-19
- CDC’s “Stop the Spread of Germs” (English | Spanish | Vietnamese | Chinese | Multilingual)
General
- CalFresh
- Food Connection (English | Spanish | Vietnamese | Chinese | Multilingual)
- For clients – Groceries you can’t use?
- Food safety (English | Spanish | Vietnamese)
- When Should I Eat This? (English | Spanish | Vietnamese | Chinese)
- Client Experience Tracker Quick Guide
- Food Locator Tool Quick Guide
- Grab and go school meals
- Distribution cancellation due to weather
Program overview
- What is a grocery rescue partnership?
- Category list
- Customer service reminders
- Grocery rescue donation guidelines (English)
- Grocery rescue donation guidelines (Spanish)
- MealConnect quick reference guide
- Code Date Guidelines for Partner Agencies
- Client Handout – When Should I Eat This (English)
- Client Handout – When Should I Eat This (Spanish)
- Client Handout – When Should I Eat This (Vietnamese)
- Client Handout – When Should I Eat This (Chinese)
- Refrigeration Temperature Inspection Log
FAQs
- How do I get more receipt books?
You can obtain receipt books from our agency shopping offices at 1051 Bing St, San Carlos, CA 94070 and 750 Curtner Ave, San Jose, CA 95125.
- How do I report donations on MealConnect?
- Reference the MealConnect FAQs sheet or contact groceryrescue@shfb.org.
- This video walks through the steps for adding a MealConnect receipt.
- I forgot my MealConnect login information.
Contact groceryrescue@shfb.org for assistance.
- What do I do if my Grocery Rescue equipment is missing or not working?
Contact groceryrescue@shfb.org for assistance.
- My donor offered something my site can’t take. What do I do?
You are required to accept all offered product that meets safety standards and appears unspoiled. For one-time large donations, contact groceryrescue@shfb.org and we may enlist a food bank driver to pick up.
- My agency will be closed for a few days, what do I do?
- Contact your store.
- Select “Pickup Not Attempted” in MealConnect for each missed pickup.
- My donor asked to update our pickup schedule. What do I do?
Schedule changes must be approved by Second Harvest. Please contact your Grocery Rescue representative or groceryrescue@shfb.org.
- Why is MealConnect reporting so important?
Retailers require that all donations are weighed and receipted. They rely on this information to understand the value of the program, receive tax deductions and to ensure there is no loss occurring at the store level. Second Harvest is required to submit donation reports for all food donors. In order to meet this requirement, we need to receive MealConnect reporting from agencies. If we do not receive your MealConnect reports, we cannot provide accurate reports for our food donors and it negatively affects our partnership.
- What if I’m unsure if product at the store is intended for donation?
If you’re unsure if a product is intended for donation, ask department staff before taking it. If still in doubt, do not take the product.
Still have questions? Please contact groceryrescue@shfb.org or call 408-266-8866, ext. 102
- Client Registration Data Changes – January 13 (PowerPoint | Recording)
- USDA overview and training + rules during COVID-19 (PowerPoint)
- Agency partner guidance webinar – April 3, 2021 (PowerPoint | Recording)
- Agency Reporting Presentation to Partners – April 5, 2021 (PowerPoint)
- Drive-thru distribution best practices during COVID-19 – April 23, 2021 (PowerPoint)
- Food Safety and Nutrition Center Webinar (Recording)
- Grocery Programs FY23 Food Plan Changes (PowerPoint)
- Meals/Residential FY23 Menu Changes (PowerPoint)
- Free Groceries Webinar – February 9, 2022 (PowerPoint | Recording | Q&A)
- Nutrition Program Webinar – August 30, 2022 (Recording)
- Annual Fall Agency Webinar – October 27, 2022 (PowerPoint | Recording)
- Annual Fall Webinar FAQs (2022)

General food connection graphics
Languages: English, Spanish, Vietnamese, Chinese
Platforms: Facebook, Twitter, Instagram
↓ Download graphics

CalFresh graphics
Languages: English, Spanish, Vietnamese, Chinese
Platforms: Facebook, Twitter, Instagram
↓ Download graphics
In accordance with federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, this institution is prohibited from discriminating on the basis of race, color, national origin, sex (including gender identity and sexual orientation), disability, age, or reprisal or retaliation for prior civil rights activity.

General food connection graphics
Languages: English, Spanish, Vietnamese, Chinese
Platforms: Facebook, Twitter, Instagram
↓ Download graphics

CalFresh graphics
Languages: English, Spanish, Vietnamese, Chinese
Platforms: Facebook, Twitter, Instagram
↓ Download graphics
- USDA Agreement
- Income Guidelines
- EFA-7 Sign-in Sheet
- Alternative Pick-Up Request Form
- Civil Rights Annual Training Checklist – FDU 113 (English | Spanish | Chinese | Russian | Armenian)
- Civil Rights Training – PowerPoint Presentation from CDSS
- Written Notice of Beneficiary Rights
Other resources
- CDC COVID-19 (Centers for Disease Control)
- Santa Clara County Public Health, Novel Coronavirus (COVID-19)
- Order of the Health Office of the County of Santa Clara
- San Mateo County Health, Novel Coronavirus Updates & Resources
- Order of the Health Office of the County of San Mateo