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Problem Resolution



NEW Solutions practices and promotes an appropriate and safe work environment for Enrollees. Enrollees will not be subjected to harassment, poor sanitation, dangerous conditions, lack of proper workplace training, and/or unresolved personal conflicts that interfere with productivity.

Enrollees experiencing difficulties should follow this procedure:

  1. The Enrollee should request a meeting with the Monitor/Technical Advisor to explain the situation and to request assistance. If the situation remains unresolved after the meeting with the Monitor/Technical Advisor, the Enrollee should contact the NEW Solutions Field Office immediately.
  2. In the event the problem remains unresolved after a reasonable period of time, and after communicating with the Monitor/Technical Advisor and the NEW Solutions Field Office, the Enrollee may submit a written appeal directed to the NEW Solutions Field Director, who shall consider all aspects of the problem objectively, carefully and promptly.
  3. If there is no satisfactory resolution after 10 business days, a written appeal may be made to the President and CEO of NEW Solutions, who may require an investigation by assigned individuals, and will render a decision within 10 business days. The NEW Solutions President and CEO's decision shall be final.

NEW Solutions is operated and administered in full recognition of, and in compliance with, the intent of the Title VII of the Civil Rights Act of 1964 as amended and Section 504 of the Rehabilitation Act of 1973 as amended.

Sexual or Other Forms of Harassment


Sexual and other forms of workplace harassment based upon race, age, sex, national origin, disability, or religion will not be tolerated by NEW Solutions or its Programs. All complaints will be investigated promptly, fairly, and thoroughly. Programs are responsible for investigating claims made by Enrollees as well as claims made against Enrollees. Harassment is a form of discrimination and is an unlawful workplace practice as interpreted by the courts under Title VII of the Civil Rights Act.

Sexual harassment involves unwelcome behavior with sexual overtones. It may include verbal behavior such as offensive comments, suggestions, jokes, sex-oriented labels, and pressure for sexual favors. Sexual harassment may also include physical behavior such as touching, feeling, patting, and deliberately brushing against others in a sexual manner. Verbal or physical conduct constitutes harassment when any or all of the following occur:

  • The conduct is an element in a decision to enroll or release an individual.
  • The conduct is a factor in decisions related to the assignment of position duties.
  • The conduct interferes with an individual's performance or normal interpersonal relationships at work.
  • The conduct creates an intimidating, hostile or offensive work environment for the individual.

To file a complaint of harassment:

  • The Enrollee should notify the person who is being accused of harassment, state the nature of the offending activity, say that it is unwelcome and that it must stop.
  • If the Enrollee is uncomfortable notifying the person accused of harassment, the assistance of the Monitor/Technical Advisor and/or NEW Solutions Field Office may be requested.


  • If the Enrollee is accusing a Monitor/Technical Advisor of harassment, the assistance of the NEW Solutions Field Office may be requested.
  • If the aforementioned informal attempts to resolve the situation are not satisfactory, the Enrollee should submit a written complaint to the NEW Solutions Field Office who will be responsible for investigating the complaint and responding to the Enrollee in a reasonable period of time.
  • If the Enrollee initiating the complaint may appeal feels that the situation is still unresolved, he/she may appeal concerns within a reasonable period of time to the NEW Solutions Vice President of Program and Field Operations, whose decision can be appealed to the NEW Solutions President and CEO, whose decision will be final.

Lobbying and Political Activities

NEW Solutions Program Enrollees are paid from federal funds and may participate freely in the political process with the following exceptions:

  • Enrollees may not engage in political activities (partisan or non-partisan) while on duty or during their assignment hours unless they are on approved unpaid leave.
  • Enrollees may not present themselves as spokespersons for NEW Solutions engaged in partisan or non-partisan political activity.

Questions may be directed to your NEW Solutions Field Office.



Work Etiquette Document/Info (Dress code, virtual meetingsetc.)

Click here to view document.

Telecommuting & Telework: 

Telecommuting and Teleworking are at the discretion of the agency and monitor. Enrollees must have portable work in order to work remotely. Remote arrangements can end any time at the discretion of the agency or NEW Solutions. 


  • Telecommuting is an arrangement where an enrollee is assigned to work at an agency office but is given permission to work some of the time outside the agency office, typically at a home office. Telecommuting arrangements typically are put into place after an enrollee who has worked in their office location for a period of time, makes a request or receives a request to work some time out of a home office.   


  • Teleworking is an arrangement where an enrollee is not assigned to work at an agency office but instead works outside the agency office, typically at a home office.  Teleworking arrangements occur either at the outset of an enrollee’s enrollment usually as described in the Position Description. 


  • NEW Solutions telecommuting or telework forms must be completed, if applicable.  

  • Enrollees must follow agency and NEW Solutions guidelines for telecommuting and teleworking.  Specific policies and flexibilities that apply to federal employees do not necessarily apply to enrollees (who are not federal employees).  


  • The agency determines what equipment can be taken by the enrollees for use outside of the agency’s office. Equipment requests during telecommuting are reviewed on a case-by-case basis.