Our Anti-Racism Commitment 

At Joe Coffee Company, we are committed to fostering an inclusive, respectful, and anti-racist workplace where no discriminatory behavior is tolerated. We define being an anti-racist company to mean that no racist or discriminatory behavior goes unaddressed, and that we actively work to dismantle racism and its harmful structures by engaging in ongoing education, prioritizing empathy, and creating a culture of accountability. We will do this by actively engaging with people’s minds and behaviors. We prioritize those harmed by centering them with empathy, compassion, and dignity, while using honesty as a form of compassion for those displaying racist behavior. 

We believe education is a powerful tool, and to transform our culture, we need proactive, responsive, and passive forms of education for all employees. We will work toward dismantling racism at Joe Coffee by elevating and incorporating BIPOC voices and perspectives, while educating people who unknowingly engage in or perpetuate racist behaviors or conditions; but education will never come at the expense of another person’s safety. We also acknowledge that diversity at all levels of leadership is a powerful tool for equity and equality, and we commit to diversifying our leadership over time. 

Customer Conduct Policy 

At Joe Coffee, we believe our cafes are more than just places to get a cup of coffee—they are community spaces. We are committed to maintaining an environment grounded in mutual respect and safety for both our employees and our guests. 

Disrespectful, derogatory, or harmful behavior will not be tolerated. This includes, but is not limited to, sexist, homophobic, racist, xenophobic, or otherwise offensive language or conduct. Customers who engage in such behavior may be asked to leave the premises. We reserve the right to refuse service or impose a temporary or permanent ban based on behavior that violates this policy or creates a hostile environment. 

This message will be displayed in all cafes to set clear expectations and reinforce our commitment to respectful community spaces. 

In situations where an employee is being harassed by a customer, especially with racist or otherwise harmful language or behavior, our first priority is to de-escalate and maintain safety. All incidents of offensive, discriminatory, or aggressive behavior should be reported to management so they can be addressed appropriately. Joe Coffee leadership will always give employees the benefit of the doubt in navigating difficult interactions with customers and will prioritize their well-being and our core values. 

Because banning a customer is a serious action and difficult to enforce without potential escalation, it will be treated as a last resort, used only in cases where the situation cannot be resolved through de-escalation or discussion. 

We enforce this policy equally and without discrimination. All decisions related to customer conduct are based on behavior—not identity—and are guided by our values and applicable laws, including the New York City Human Rights Law. 

Defining Racism and Anti-Racism 

Racism is a system of privilege, inequality, and oppression based on perceived racial differences, involving the systematic discrimination enabled by institutional policies and practices. Racist behavior can be intentional or unconscious, verbal or non-verbal, and includes microaggressions, slurs, and hostile acts. 

Anti-racism means actively opposing racism through words, actions and policies. We recognize the ongoing nature of this work, involving consistent identification, discussion, and dismantling of racist behaviors and systems. 

Action Steps for Addressing Racism 

1. Compassion for the Victim ○ Center the victim by understanding how racism was present in the situation and how the individual feels over time. 

• Include the victim’s voice and experience in determining the degree of harm done. 
• Follow up to ensure the victim receives long-term care, defining closure or belonging while avoiding sensationalizing the harm. 
• Trained individuals will follow up with the victim, ensuring that the victim’s safety, well-being and dignity are prioritized throughout the process, and the resolution. 
• Address any disconnect between the victim's expectations and the consequences for the perpetrator through one-on-one communication. 

2. Education for the Perpetrator ○ Address the harm by bringing attention to what the perpetrator did wrong, using honesty as an act of compassion. 

• Address the issue systematically with designated, trained individuals. 
• HR will continue to check in with those involved, focusing on education as a tool for change. 
• Provide second chances when possible and appropriate, fostering growth and support for those who caused harm, and for those who need additional assistance to meet expectations in their roles. 

Education and Dismantling Racism 

• Education is required for all employees regardless of their behavior. This includes Microaggression Training and additional sessions to explain this company’s anti-racist position, including this policy and any steps that will be taken to address racist behavior or conditions in the workplace. 
• Specific types of education and training thresholds will be assessed, and those responsible for various types of education will be identified. 

Resolution 

• The resolution of an anti-racist policy ensures that whoever is harmed feels heard, and that as we work toward a culture that ensures safety for all, the victim’s voice is meaningfully influential in determining the terms of an outcome that is just. Justice is an active, compassionate, and educational process, a practice that we will engage in together. 
• HR will receive complaints, trigger meetings with all involved parties, and provide clear communication on consequences and resolution plans. 
• Consequence vs. Punishment: ○ Consequences identify what caused the harm to occur in the first place, and are necessary to address and prevent harm done. 
• Punishment reacts to harm without attempting to address or prevent it, often failing to tackle the root cause of the issue. Punishment is rooted in revenge and deepens the cycle of harm. 
• When addressing matters within Joe Coffee, our approach will be to use consequences as a vehicle for healing and change
• Consequences may include education, meaningful apologies, or mediation as well as disciplinary action, demotion, or termination. 
• Follow-up with all parties involved occurs a few months after resolution, or at more frequent intervals when necessary, and records must always be kept. 
• Progress is measured over time, with company goals focusing on DEI and resolution steps. 

Our Commitments 

• We will take people seriously. We value deep, empathetic listening and are committed to supporting each other and being accountable. 
• We will work to resolve issues, even when they do not violate company policy. Every concern reflects a problem that affects an employee’s experience. 
• We will not permit retaliation against employees for raising issues. 
• We will provide manager training to build skills and tools for addressing and dismantling racism. Joe Coffee managers and leaders must be agents of our anti-racist position. Managers will support staff to constructively address incidents of racist behavior or language, and to hear feedback about how our systems or environments may perpetuate institutional racism. 
• We will strive for clarity in our policies and processes to ensure compliance and understanding. 
• We will speak up in situations where racism occurs and encourage others to do the same, with support and training to foster trust. 
• We commit to holding ourselves accountable to building equity. Our first effort to do this will be through a survey to capture demographic information of all employees at our company. We define equity as the recognition that each person has unique and overlapping layers of privilege and disadvantage and because of that, each person may need to be treated differently in order to provide meaningful equality of opportunity. 

Reporting and Enforcement 

• There are multiple avenues for employees to report incidents, including HR, direct managers, department heads, other senior leaders, or by using Joe Coffee’s Grievance Policy. 
• Upon receiving a report, HR will conduct an initial meeting with the affected individual and assess whether an investigation or other steps are necessary. If an investigation is conducted, corrective actions may range from training to termination. Follow-ups will ensure satisfaction with how the situation is handled. 
• Complaints submitted under the Grievance Policy will be handled by the Grievance Committee as explained in the Joe Coffee Employee Handbook. 

Manager and HR Responsibilities 

Managers and HR have a special responsibility to create a safe environment at Joe Coffee. Managers must report incidents of racism promptly, and HR will work with them to address complaints, offer support, and ensure training is available. 

Any manager who tolerates racist behavior or fails to report incidents is in violation of this policy. 

Consequences and Resolution 

• HR will review complaints and determine whether an investigation is needed. Legal counsel may be involved in some cases. 
• Corrective actions will consider factors such as the severity and frequency of the conduct, past behavior, and available information. 
• Actions may include training, counseling, changes in job responsibilities, or termination. 
• Regular staff updates will keep employees informed of actions taken under this policy while respecting privacy. 
• Complaints submitted under the Grievance Policy will be subject to the specific transparency, timeliness, investigation, and follow-up guidelines explained in the Joe Coffee Employee Handbook. 

Acknowledgment 

While this policy is specific to Joe Coffee, we acknowledge the valuable framework developed by New Hampshire Public Radio and posted to their website, which Joe Coffee management used as a reference in developing and refining our anti-racism policy. Their policy can serve as an additional resource for addressing and dismantling racist structures within the workplace.