ADVOCATE HANDBOOK

WELCOME!

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TABLE OF CONTENTS
CHATER 1: INTRODUCTION ...........................................................................................3 HANDBOOK PURPOSE: ..............................................................................................3 CHAPTER 2: HEALTH LEADS 101....................................................................................4 HISTORY OF HEALTH LEADS: .....................................................................................4 VISION, MISSION, AND VALUES: ...............................................................................6 CHAPTER 3: YOUR ROLE AT HEALTH LEADS.................................................................8 TIME EXPECTATIONS: ................................................................................................8 AT WILL VOLUNTEERING:..........................................................................................8 CHAPTER 4: CODE OF CONDUCT...................................................................................9 ABSENCES:.................................................................................................................9 UNIFORM: .................................................................................................................9 INTERACTIONS WITH OTHERS:................................................................................10 CONFIDENTIALITY: ..................................................................................................11 TECHNOLOGY: .........................................................................................................12 TRANSPORTATION: .................................................................................................13 MISCELLANEOUS POLICIES:.....................................................................................13 CHAPTER 5: ACKNOWLEDGEMENT OF RECEIPT OF HANDBOOK ................................15 APPENDIX I: ANTI-DISCRIMINATION AND EQUAL OPPORTUNITY POLICY ..............16 APPENDIX II - WHISTLEBLOWER POLICY .....................................................................18 APPENDIX III: CODE OF ETHICS ...................................................................................20

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CHATER 1: INTRODUCTION
WELCOME TO THE HEALTH LEADS TEAM:
Welcome to the Health Leads team! You have joined a powerful organization that is working to fix a critical piece of the health care system and to effectively support the daily lives of our patients. Every single time you show up at a desk and address the needs of a patient, you are setting a standard for quality care around the country. In 1996, Health Leads (then Project HEALTH) began with a simple question, posed to doctors and nurses: If you had unlimited resources, what would you give your patients? Their answers: food, heat, and other basic resources. We still live in an era where far too many people cannot meet their most basic needs. By joining Health Leads, you have become part of an organization that envisions a healthcare system that addresses all patients basic resource needs as a standard part of quality healthcare. Health Leads connects clients with the basic resources they need to be healthy while building the next generation of leaders (YOU!) to champion quality care for all. The information in this handbook will equip you to understand and partake in Health Leads vision, mission, and values, while providing policies and procedures that allow you to start working with clients confidently and change their lives for the better. These policies and procedures are for the protection of the Advocate, our clients, and the organization.

HANDBOOK PURPOSE:
This handbook is your resource for understanding what it means to be a Health Leads Advocate and the responsibilities you are expected to uphold. This document is not meant to give you a day-to-day guide on how to perform your job, you will receive that information from your Program Managers, Program Coordinators, and at Advocate Bootcamp. This instead provides you with information about our goals, expectations, and some of the policies affecting your position. Your Program Manager will give you sitespecific policies that you will also be expected to abide by. Please carefully read and take time to understand this handbook. After reading it, you will be asked to sign a form acknowledging that you received it, understood the presented information, and agree to abide by all of the rules described. Your first desk shift with Health Leads cannot occur until your leadership team has received a written copy of your agreement to the handbook contents. Thank you for being a part of the Health Leads team, and we look forward to answering any questions about your rights and responsibilities as a member of this vibrant community.

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CHAPTER 2: HEALTH LEADS 101

ORGANIZATION OVERVIEW:
Health Leads is a national nonprofit working to ensure that addressing unmet resource needs becomes a standard part of patient care. We want to see the day when doctors are able to prescribe solutions that improve health and not just manage disease. With Health Leads, clinic staff can prescribe food, housing, or other critical resources just as they would medication. Patients take their prescriptions to the clinic waiting room where Health Leads Advocates are ready to connect them to these resources. Health Leads has a two-fold impact: First, Health Leads expands clinics capacity to secure those nonmedical but health-critical resources necessary for their patients health. Second, Health Leads is producing a pipeline of new leaders who will have both the conviction and the ability to revolutionize health care.

HEALTH LEADS FOUNDING STORY: AS WRITTEN BY OUR CO-FOUNDER AND CEO, REBECCA ONIE
As a freshman in college I interned in the Housing Unit of Greater Boston Legal Services, where I worked with an inspiring and tenacious lawyer who put me on the front lines from my first day. Our clients stories were devastating. Even though they all came to the agency with housing issues, we found that the underlying issue was often health-related. We had clients come in who were about to be evicted because they had not paid their rent; when we asked why, they said they had to choose between paying for their HIV medication and paying their rent. Paying for the medication seemed like the right decision to me. We once had a mother come in who complained that their child, who had asthma, woke up every morning covered in cockroaches a key asthma trigger. These stories were not rare. This happened often. Increasingly, I became frustrated with this approach: by the time our clients came to Legal Services, things had gone seriously awry. I believed there had to be a more preventive approach. At the end of my freshman year, I read an article in the Boston Globe Magazine about the work of Dr. Barry Zuckerman, Chair of Pediatrics at what was then Boston City Hospital, now Boston Medical Center. Dr. Zuckerman had the radical yet obvious view that a pediatrics department should be a place where children actually got healthy and, in the case of low-income children, that would require much more than clinical care. To realize this vision, he had assembled a dream team of lawyers, psychologists, and experts in literacy, violence, and child development. At the start of my sophomore year, I dialed information (there was no Google yet!) for Dr. Zuckermans phone number and called him. Stumbling over my words, I congratulated him on his good work (Im sure

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he was wondering, Who is this 18 year-old congratulating me? And why would I care?) but also informed him that I thought there could be an important role for young people in his work. He said I should go spend six months talking to the doctors, nurses, and patients in his Department, and then we would talk. And so I went each week to the hospital and talked to any doctor or nurse who would let me speak to them. Of course, I had no idea how to do a needs assessment, so I would just ask them, In a world of unlimited resources, what would you give your patients? They would chuckle at the naivet of the question, but then say: Every day, I have patients come in with ear infections or asthma exacerbations. I prescribe antibiotics or an inhaler refill, but I know there is no food at home or that their family is living in car. And I do not ask about these issues, because what am I going to do, with patients piling up in the waiting room and no idea how to find them what they need? Others said, If I can, I give the family $20 out of my wallet. I remember thinking: I do not know anything about health care, but I know this is not a health care system. It is total chaos. Today, our country thinks our health care system is a disasterit's complicated, it's bureaucraticbut we believe it can be otherwise. Health Leads model is simple, cheap, and extremely effectivewhich is why hospitals have been willing to pay for our services. We're proving that a desk in a waiting room staffed by a couple of college kids can empower physicians to address the real factors impacting health, and, in doing so, transform the health care system itself. We are happy to have you join us in that mission.

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VISION, MISSION, AND VALUES:

Health Leads vision and mission are our charge. All of our work across the organization links back to these statements.

VISION
Health Leads envisions a healthcare system that addresses all patients' basic resource needs as a standard part of quality care.

MISSION
Health Leads mission is to catalyze this healthcare system by connecting patients with the basic resources they need to be healthy, and in doing so, build leaders with the conviction and ability to champion quality care for all patients.

We will speak more about these during day one of Advocate Bootcamp, but we want you to remember each and every time you show up at the desk for your shift, you are setting a standard for quality of care for our clients with the work you are doing.

VALUES
Our values reflect our approach to our vision, mission and goals. The values were created after talking with Advocates and staff about what was special about how they did their work as members of the Health Leads team. We strive to live up to these values in every interaction we have with our team, clinics, and clients.

STEPPING UP AS LEADERS IN A COMMON VISION - We believe that we can create

transformative change in ourselves, each other, and our communities, and we each take responsibility for persevering in our commitment to realize that change. Tenacity in finding solutions Reciprocal empowerment Defying expectations by going the extra step Following through on our commitments - accountability Power of a shared vision

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COLLECTIVE STRENGTH AND THE POWER OF SHARED WORK- We recognize that

change occurs only by knowing each other as individuals and by uniting multiple perspectives through strong collaboration and true community. Shared commitment to working together as equals Mutual respect Community and solidarity as vehicle to make change Power of knowing each other as individuals and valuing the whole person Recognition that the challenge before us is greater than any of us alone

CONSTANT AND COURAGEOUS LEARNING- We continually strive to understand ourselves,

each other, and our communities more fully, and to learn from those around us and those who have come before us. Continuous imperative to improve Willingness to communicate honestly and openly Humility and authenticity Compassion and empathy Openness to continual, reciprocal learning Real commitment to open-mindedness

CELEBRATING OUR VICTORIES AND EACH OTHER- We recognize that changing the world is
a lifelong project, and we make time to rejoice in the strengths and successes that move us toward our vision. Each step in the long path is important Power in small steps and individual triumphs Celebrating victories inspires belief in others Successes build on themselves

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CHAPTER 3: YOUR ROLE AT HEALTH LEADS

TIME EXPECTATIONS:
We spend an extensive amount of time, effort, training, and professional development on Advocates; as a result you are expected to stay on as an Advocate for at least one academic year. Each region has a minimum number of hours per week required of Advocates (including but not limited to time on shift, follow-up, reflection sessions and any other mandatory meetings your leadership team schedules). Please check with your regional team to find out the expectations for your weekly hours and how they will be tracked.

IT IS EXPECTED YOU WILL STAY ON AS AN ADVOCATE FOR A MINIMUM OF ONE ACADEMIC YEAR.

If you feel this obligation cannot be met, please meet with your Program Manager or Managing Director of Program to discuss your continuation in the program.

AT WILL VOLUNTEERING:
Working as an Advocate at Health Leads is completely voluntary and you should be entering into this position willingly. As an Advocate you are neither an employee of Health Leads nor an agent for the organization. Although never ideal, Health Leads can dismiss Advocates with or without reason at any time without prior notice. After completion of your signed agreement of participation it is not guaranteed that you will be invited to be an Advocate for the following year. This decision to invite you back as an Advocate is at the discretion of the individual Program Manager and Managing Director of Program. If at any point in the future an Advocate becomes an employee of Health Leads, Health Leads will no longer accept voluntary services from the individual.

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CHAPTER 4: CODE OF CONDUCT

Below is the code of conduct for every Advocate, including the rules and regulations of working at the Health Leads desk, conducting yourself with clients and staff, confidentiality issues, technology information and other key items. These rules must be upheld at all times, and failure to do so could result in dismissal or suspension at the discretion of your local Program Manager.

ABSENCES:
As stated earlier, being present at each Health Leads event is vital to participation in the program. Each desk shift, reflection session, and other required programs (as noted by the staff and leadership team) must be attended. Our clinical partners and families expect us to show up just as their staff members show up, so attendance is vital to the success of our program. That being said, family emergencies do arise, people fall ill, and buses break down. The following are some of our absence policies; your leadership will fully explain any additional policies in detail. Being late by more than 15 minutes is considered an absence Please note: you must still come to shift even if you are going to be late. Our patients depend on your presence at the desk An excused absence is due to: Illness Family emergency Noted transportation malfunction Final exam or other unavoidable academic conflict Extenuating circumstances discussed with your Program Manager and/or Managing Director of Program You must notify your Program Manager or Managing Director of Program of your absence as soon as you know it will occur You should contact them via email and telephone (if possible under your circumstances)

UNIFORM:
The Health Leads uniform polo is an important part of our placement at the hospitals/clinics where we are located. It allows us to be a recognizable presence to our partners and clients, as well as promoting a professional attitude. The following is our dress code: You must wear the provided polo at all times while working your shift at the desk. Business appropriate dress should be worn with the polo at all times. Some guidelines to follow are: No torn clothing

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No shorts No open-toed shoes No alterations made to the polo If skirts are worn they must be knee length or longer No writing can be present on the other articles of clothing being worn (no large brand names, no school names, etc.) Regions may have additional guidelines that they will explain during training If you have questions about what is appropriate dress, ask a staff or leadership team While wearing the uniform and representing Health Leads, you must conduct yourself in a proper and respectful manner. No activities that would compromise the integrity of the organization or those that we serve will be tolerated. This includes but is not limited to: swearing; participating in drinking alcohol, smoking tobacco, or drugs; being under the influence of alcohol or drugs; acting disrespectful towards staff (clinic or Health Leads) or clients.

INTERACTIONS:
Interpersonal relationships are at the core of Health Leads. All four of our values rely on a group atmosphere (leaders in a common vision; collective strength and shared work; learning; and celebrating each other), and our daily work requires constant interaction with clients and peers. Common civility and respect are expected from each of our Advocates, and the behaviors laid out below are also required:

WITH CLIENTS:
Respecting their privacy in every possible way (laid out in detail in the confidentiality section) Maintaining a positive, non-judgmental attitude Staying on task with follow-up Creating realistic expectations for the client and following through on them Not making or receiving calls from clients prior to 9 am or after 8 pm Not interacting with clients on social media (details in Chapter 7 Section E) Not meeting with clients outside of clinic spaces if you are not at the clinic/hospital, phone interactions should take place through Google Voice Not giving money or physical goods to patients

HOSPITAL/CLINIC AND THEIR STAFF

As a representative of Health Leads it is essential to maintain positive relationships with hospital and clinic staff

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Introduce yourself Be respectful Keep work area neat Respect the rules and regulations of the clinic location in which you are operating Complete the clinic or hospital training in a timely manner (you may not work your first shift until this has been completed) Be familiar with the safety procedures of the clinic and correct or report all safety hazards to the proper authority Do not use short-hand in communications with clinic staff either via email or Electronic Medical Record access (example: you may text TY to say thank you to a friend, but you should never use it in hospital/clinic communications)

CONFIDENTIALITY:
Confidentiality is one of the most important characteristics of our work at Health Leads. As Advocates in a hospital setting, you must abide by the privacy rules set out by the Health Information Portability and Accountability Act of 1996 (HIPAA). The following are mandatory requirements for being a Health Leads Advocate: Hospital HIPAA training must be completed before your first shift (you will learn more about HIPAA during your training sessions). Nothing printed with client information can leave the desk. Client data cannot exist on your personal laptop, flash-drives, or on printed paper. The Health Leads client database assigns a case number to each client case that should be used as an identifier instead of client names. The lives of clients are not points of discussion, and all information gathered is private and should remain within the Health Leads circle; that being said, reflection sessions are a time to work with other Advocates, staff, and leadership on difficult cases and it is fine to share limited information about cases with other trained staff and Advocates. When given confidential information via technology or hard copy it is the responsibility of the Advocate to protect this information. For your safety and the integrity of the organization you may not share your personal contact information with clients, nor may you go to clients homes. All media requests (including from university publications) should go straight to the Managing Director of Program (MDP) for next steps. You are not authorized to speak to the media without permission from the MDP. Some information you may come across about the Health Leads organization will also be considered confidential; information not generally available to the public (donors and their information, clients and their information, other confidential information) should be kept within Health Leads

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We do encourage you to spread the message of Health Leads to your friends, family and other contacts our goals, our efforts, and your personal triumphs.

TECHNOLOGY:
Please read the following policies carefully, and if you are unclear about anything please ask a staff member. Telephone and internet at the desk should be used only for Health Leads business No texting or personal calls while on shift Appropriate computer use to help clients access resources (no surfing the web) Must log-off of the Health Leads website after shift has been completed You are expected to stay up to date with input into the client tracking system (CCX) speak to your staff or leadership team about specific expectations You will be required to report your hours of service. Your local staff will explain the details. The use of Google Voice (a free service that will be explained) is highly encouraged. Clients may not have access to your personal cell phone number. It is a free, reliable, and confidential service that all Advocates must use. If you have questions, please speak to your regional team Do not send any client names over email. You may use client names if within the clinic system and Electronic Medical Records and approved by your Program Manager All communication systems at Health Leads are to be used properly and for Advocate purposes only; Advocates should have no expectation of privacy when using Health Leads or clinic technology Do not share your personal log-in information with anyone, even another Health Leads Advocate

SOCIAL MEDIA POLICIES:

Do not connect with clients on personal or Health Leads social media accounts (either you to them or vice-versa) If affiliated with Health Leads on social media sites please conduct yourself properly and respectfully If an Advocate uses a personal page, blog, or social network profile and he/she chooses to identify him or herself as a Health Leads Advocate, the Advocate must make it clear the opinions expressed are personal and not those of Health Leads Do not disparage a client, partner, staff member, clinic location, or fellow Advocate Do not post text or content that could be taken out of context or is inappropriate When commenting/replying/interacting on an official Health Leads social media page/account remain civil and professional Do not post pictures of the clinic space that include clients or staff Do not post pictures of unprofessional or illegal behavior while wearing your Health Leads polo. Unprofessional behavior includes, but is not limited to, drinking alcohol, smoking, obscene gestures, and sexually provocative poses.

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TRANSPORTATION:
Because desks are located all over our regions, travel policies can differ by location. Please contact your local staff for details, questions, or concerns. Some basic policies are laid out below: Health Leads is not liable for any loss of property while in transit to or from programming or sites Health Leads generally discourages Advocates from bringing/carrying large amounts of cash or personal valuables to shift unless absolutely necessary Health Leads is not liable for any personal injury that occurs while in transit to or from programming or sites Your travel to and from the site and programs is your responsibility as well as your time it does not count toward your Advocate hours Health Leads does reimburse for travel costs when appropriate; please see your local staff for specific details In order for the reimbursement process to work you must keep all receipts and turn them in to the appropriate regional staff within 30 days of transaction

CAR POLICY:
If a Health Leads Advocate chooses to operate their own vehicle to or from a Health Leads shift, event or meeting, Health Leads is not liable for any damage caused to the Advocate, other passengers, the Advocates vehicle or other vehicles / property. Though a Health Leads Advocate may choose to drive with an employee of Health Leads, a Health Leads Advocate may not operate the vehicle of a Health Leads employee. Health Leads is not liable for any damage caused to the Advocate while driving with a Health Leads employee.

MISCELLANEOUS POLICIES:
There is a zero tolerance policy of being under the influence of drugs or alcohol while at the desk or programming of Health Leads You will be asked to complete a survey about your experience at the end of each semester Approaching a fellow Advocate, employee, or client in the workplace regarding personal organizations, causes, or political persuasions is not allowed; there should be no distribution of literature, printed materials, or solicitation of any kind during Advocate hours. These actions disturb our culture of neutrality that welcomes people of all backgrounds and beliefs. At all times during your shift or travel time, please take the necessary steps to protect yourself. Contact clinic staff, police or security guards, or Health Leads staff at any time if you feel threatened, uncomfortable, or are in need of assistance. If the situation is an emergency, please contact 911 immediately. In training you will receive information about what to do if a client is experiencing an emergency, or is involved in a situation beyond what you can help them with (domestic violence, drugs, mental health issues, and others). Remember to contact the appropriate party, and talk to your Program Manager if you need to debrief. These situations, while not common,

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are vitally important to pass on to your Program Manager; they also can leave you feeling uncomfortable remember to talk it out if you need to!

REPORTING GRIEVANCES:
It is important to keep open communication with your staff and leadership team. They are present to ensure that the Advocate experience runs smoothly, efficiently, and to the greatest benefit of all parties (staff, Advocates, and most importantly clients). You should always go to them with any questions, concerns, or needs you may have. If for any reason you feel that you have received unsafe, unfair or discriminatory treatment you may file a grievance in the following manner: You are encouraged to first present any complaint or grievance to your Program Manager. It is then your Program Managers responsibility to help you resolve the issue in question. Program Managers should report all grievances to the Managing Director of Program in the region and fill out an incident report. If the grievance pertains to your Program Manager, you are advised to go to the Managing Director of Program to discuss the grievance. If you do not feel the discussion with your Program Manager (or the superior) resolves the matter to your satisfaction you should submit the complaint or grievance to the national VP of Talent and Strategic Assets. It is advised that you submit this complaint within ten days of the incident. The Talent and Strategic Assets department will document and investigate the matter and issue a decision regarding the grievance as soon as possible. The Chief Operating Officer will be notified of the decision and one approved, the decision is the final decision of the organization unless the grievance involves a matter addressed by the Anti-Discrimination and Equal Opportunity Policy or the Whistleblower Policy (see Appendix), in which case the Advocate should follow the Anti-Discrimination and Equal Opportunity Policy Whistleblower Policy, as the case may be.

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CHAPTER 5: ACKNOWLEDGEMENT OF RECEIPT OF HANDBOOK

As an Advocate, you are an integral part of the Health Leads movement. We greatly value your service, and rely on both your commitment and dedication to continue to make progress towards our goal of changing health care in America. In order to provide communities with high quality programs and services, it is vital that each Advocate actively participate in all Health Leads activities, and uphold the rules outlined in this handbook and by regional staff. Your Regional and Leadership Team will be present to support you in every way possible, but in turn you are expected to proactively take advantage of the opportunities presented to you. Because we care deeply about the quality of not only our work but also the Advocate experience, we expect all members of Health Leads to adhere to the expectations laid out in this handbook. By signing below you acknowledge you have fully read this document, agree to its contents, and will uphold Health Leads standards at all times. Please sign this form and return to your Program Manager before starting training.

Advocate Name (printed): ____________________________________________________________________ Advocate Signature: _________________________________________________________________Date: ___ /___ /______ School Affiliation: ______________________________________________________________________________

Program Manager Name (Printed): ________________________________________________

Program Manager Signature: ____________________________________________________

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Date: ___ /___ /______ Desk/Location: _______________________________

APPENDIX I: ANTI-DISCRIMINATION AND EQUAL OPPORTUNITY POLICY

Health Leads shall not discriminate on the basis of race, color, gender, sexual orientation, socioeconomic status, age, religion, national origin, veteran or disability status, gender identity/expression, or domestic partnership or marital status in any of its employment or Advocate recruitment and retention activities.

I. PURPOSE:
Equal Employment Opportunity is defined as the non-discriminatory application of all human resource actions including, but not limited to recruitment, selection, hiring, training, promotion, transfer, assignment, layoff, return from layoff, termination, compensation, fringe benefits, working conditions, career development, company-sponsored training, education, social and recreational programs and all other terms and conditions of employment. Unlawful discrimination/harassment undermines the integrity of the employment relationship, compromises equal employment opportunity, debilitates morale and interferes with work productivity. Health Leads is committed to providing fair and equitable treatment of all employees and Advocates and all applicants for employment or participation as an Advocate. All forms of unlawful employment discrimination based upon race, color, gender, sexual orientation, socioeconomic status, age, religion, national origin, veteran or disability status, gender identity/expression, or domestic partnership or marital status are prohibited and will not be tolerated on the part of supervisors, co-workers, or nonemployees.

II. POLICY:
Health Leads is committed to continue affirmative steps to support and advance the organizations values consistent with its mission. Health Leads is committed to making Advocate recruitment and retention and employment decisions based on valid, job-related criteria and to recruit and select qualified applicants on the basis of education, skill, experience, and ability. Health Leads is committed to maintaining a work environment that is free from all forms of harassment, including (but not limited to) sexual or racial harassment. It is a violation of this policy to use derogatory or demeaning slurs to refer to a persons race, color, gender, sexual orientation, socioeconomic status,

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age, religion, national origin, veteran or disability status, gender identity/expression, or domestic partnership or marital status that have the effect of harassing an employee or Advocate or creating a hostile work environment. Harassment or the creation of a hostile work environment can occur even if there was no intent on the part of an individual to harass or demean another.

III. PROCEDURE:
The Chief Operating Officer has been designated as the Equal Employment Opportunity Officer for Health Leads. This Officer has overall responsibility for establishing and maintaining programs to further advance Health Leads commitment to the principles of equal employment opportunity and nondiscrimination as well as monitoring and reporting on progress and compliance status, and responding to inquiries. The achievement of Equal Employment Opportunity objectives is the personal responsibility of each manager, supervisor, employee, and Advocate and all activities must reflect full acceptance and commitment to this policy. It is the responsibility of every employee or Advocate to bring to the organizations attention any evidence of discrimination or harassment so the situation can be investigated and appropriate action taken. This policy shall be communicated to all managers, supervisors, employees, and Advocates. Employees and Advocates are encouraged to notify their supervisor or manager or the Equal Employment Opportunity Officer to resolve allegations of discriminatory conduct. Supervisors, managers and all other employees are expected to take all allegations of discrimination/harassment seriously, and to immediately refer the matter to the Equal Employment Opportunity Officer Violations of this policy may result in corrective disciplinary action up to and including termination of employment or voluntary service. Retaliation against any employee or Advocate who alleges that she/he was the victim of discrimination/harassment or against any employee or Advocate who provides information in the course of an investigation into claims of unlawful discrimination/harassment in the workplace is prohibited by this policy. If any employee or Advocate knowingly makes a false accusation of unlawful discrimination/harassment or knowingly provides false information in the course of an investigation of a complaint, such conduct may be grounds for discipline.

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APPENDIX II - WHISTLEBLOWER POLICY

Health Leads Code of Ethics and Conduct (Code) requires directors, officers, employees, and Advocates to observe high standards of business and personal ethics in the conduct of their duties and responsibilities. As employees and representatives of Health Leads, we must practice honesty and integrity in fulfilling our responsibilities and comply with all applicable laws and regulations. Reporting Responsibility: It is the responsibility of all directors, officers, employees, and Advocates to comply with the Code and to report violations or suspected violations in accordance with this Whistleblower Policy. No Retaliation: No director, officer, employee, or Advocate who in good faith reports a violation of the Code shall suffer harassment, retaliation or adverse employment or retention consequence. An employee who retaliates against someone who has reported a violation in good faith is subject to discipline up to and including termination of employment. This Whistleblower Policy is intended to encourage and enable employees, Advocates, and others to raise serious concerns within Health Leads prior to seeking resolution outside Health Leads. Reporting Violations: The Code discusses Health Leads open door policy. Employees and Advocates are encouraged to share their questions, concerns, suggestions or complaints with someone who can address them properly. In most cases, an Advocates or employees supervisor is in the best position to address an area of concern. However, if you are not comfortable speaking with your supervisor or you are not satisfied with your supervisors response, you are encouraged to speak with the Managing Director of Program or anyone in management whom you are comfortable approaching. Supervisors and managers are required to report suspected violations of the Code to Health Leads Compliance Officer, who has specific and exclusive responsibility to investigate all reported violations. For suspected fraud or illegal activities, or when you are not satisfied or uncomfortable with following Health Leads open door policy, individuals should contact Health Leads Compliance Officer directly. Compliance Officer: Health Leads Chief Operating Officer serves as the organizations Compliance Officer. The Compliance Officer is responsible for investigating and resolving all reported complaints and allegations concerning violations of the Code and, at her discretion, shall advise the CEO and/or the Finance and Audit Committee. The Compliance Officer has direct access to the Finance and Audit committee of the Board

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of Directors and is required to report to the Finance and Audit Committee at least annually on compliance activity. Accounting and Auditing Matters: The Finance Committee of the board of directors shall address all reported concerns or complaints regarding corporate accounting practices, internal controls or auditing. The Compliance Officer shall immediately notify the Finance and Audit Committee of any such complaint and work with the committee until the matter is resolved. Acting in Good Faith: Anyone filing a complaint concerning a violation or suspected violation of the Code must be acting in good faith and have reasonable grounds for believing the information disclosed indicates a violation of the Code. Any allegations that prove not to be substantiated and which prove to have been made maliciously or knowingly to be false will be viewed as a serious disciplinary offense. Confidentiality: Violations or suspected violations may be submitted on a confidential basis by the complainant or may be submitted anonymously. Reports of violations or suspected violations will be kept confidential to the extent possible, consistent with the need to conduct an adequate investigation. Handling of Reported Violations: The Compliance Officer will notify the sender and acknowledge receipt of the reported violation or suspected violation within five business days. All reports will be promptly investigated and appropriate corrective action will be taken if warranted by the investigation.

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APPENDIX III: CODE OF ETHICS

I. PERSONAL AND PROFESSIONAL INTEGRITY:
All staff, board members and Advocates of Health Leads shall act with honesty, integrity and openness in all their dealings as representatives of Health Leads. Health Leads shall promote a working environment that values respect, fairness and integrity.

II. VISION AND MISSION:

Health Leads vision and mission, approved by its board of directors, is as follows: Vision Health Leads envisions a healthcare system that addresses all patients basic resource needs as a standard part of quality care. Mission Health Leads mission is to catalyze this healthcare system by connecting patients with the basic resources they need to be healthy, and in doing so, build leaders with conviction and ability to champion quality are for all patients. All of Health Leads programs support that mission and all who work for or on behalf of Health Leads understand and are loyal to that mission and purpose. We believe that mission is responsive to the constituency and communities served by Health Leads and of value to the society at large.

III. LEGAL COMPLIANCE:

Health Leads shall be knowledgeable of and complies with applicable laws, regulations and international conventions.

IV. RESPONSIBLE STEWARDSHIP:

Health Leads shall manage its funds responsibly and prudently, including: Spending a reasonable percentage of its annual budget on programs in pursuit of its mission; Spending an adequate amount on administrative expenses to ensure effective accounting systems, internal controls, competent staff, and other expenditures critical to professional management; Compensating staff, and any others who may receive compensation, reasonably and appropriately; Making reasonable fundraising expenditures, recognizing the variety of factors that affect fundraising costs; Avoiding accumulating excessive operating funds;

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Ensuring that all spending practices and policies are fair, reasonable and appropriate to fulfill the mission of Health Leads; and, Preparing financial reports that are factually accurate and complete in all material respects.

V. OPENNESS AND DISCLOSURE:

Health Leads shall provide timely information to the public, the media, and all stakeholders and shall be responsive in a timely manner to reasonable requests for information. All information about Health Leads shall fully and honestly reflect the policies and practices of Health Leads. Basic informational data about Health Leads, such as the Form 990, reviews and compilations, and audited financial statements shall be available to the public. All solicitation materials accurately represent Health Leads policies and practices and shall reflect the dignity of program beneficiaries. All financial, organizational, and program reports shall be complete and accurate in all material respects.

VI. PROGRAM EVALUATION:

Health Leads shall regularly review program effectiveness and have mechanisms to incorporate lessons learned into future programs. Health Leads is committed to improving program and organizational effectiveness and develops mechanisms to promote learning from its activities in the field. Health Leads shall be responsive to changes in its field of activity and to the needs of its constituencies. VII. Inclusiveness and Diversity: Health Leads has a policy of promoting inclusiveness and its staff, Board and Advocates shall reflect diversity in order to enrich its programmatic effectiveness. Health Leads shall take meaningful steps to promote inclusiveness in its hiring, retention, promotion, board recruitment and constituencies served.

VIII. FUNDRAISING:
Health Leads shall be truthful in its solicitation materials, respect the privacy concerns of individual donors, and expend funds consistent with donor intent. In raising funds from the public, Health Leads shall respect the rights of donors: To be informed of the mission of Health Leads, the use of resources and Health Leads capacity to use donations effectively for their intended purposes; To be informed of the identity of those serving on Health Leads Board; To have access to Health Leads most recent financial reports; To be assured their gifts will be used for the purposes for which they were given; To receive appropriate acknowledgement and recognition; To be assured that information about their donations is handled with respect and with confidentiality to the extent requested by the donor and required or permitted by law;

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To be informed whether those seeking donations are Advocates, employees of Health Leads or hired solicitors; To have the opportunity for their names to be deleted from mailing lists that Health Leads may intend to share; and, To feel free to ask questions when making a donation and to receive prompt, truthful and forthright answers.

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