Summary: The WIC Program Specialist provides administrative support to ensure smooth program operation in the core areas of reception work, file management, certification, benefits issuance, notifications, computer & work phone management, quality assurance, customer service, and cultural competence.

Qualifications:

• High school diploma or GED
• One year’s experience with proficient computer/smartphone skills
• Experience in health care or community facility preferred
• Good organizational, communication & interpersonal skills
• History of good attendance and positive work attitude
• Sensitivity to the needs of the participant population
• Ability to function effectively in a multi-cultural setting.
• Availability to work at multiple sites, Saturdays, and evening hours, as needed
• Must have reliable transportation and a valid Massachusetts driver’s license
• Bilingual preferred

Duties and Responsibilities:

Reception Work:

• Answer and direct phone calls.
• Greet and check in participants.
• Oversee flow of applicants/participants in waiting area.
• Communicate through program email, texting systems and interpreter services.
• Manage EOS appointment management system utilizing appropriate appointment status codes.
• Utilize program text system for appointment reminders, missed appointment & terminations
• Utilize secure communication systems for the collection of confidential participant documentation.
• Process multi-stage electronic online application system.
• Process referral applications from health center and outside sources.
• Maintain clean workstation, computer and work I Phone.
• Maintain workstation stock of up-to-date WIC forms & brochures.
• Maintain workstation supply of key participant referrals.
• Clerical duties as required.

File Management:

• Obtain new participant ID number or existing number from system
• Collect required participant information for eligibility screening.
• Print, organize and file all electronic documentation.
• Prepare and maintain participant charts with appropriate and required forms.
• Present charts to nutrition counselors for in-office (re)certifications and special formula appointments, and as needed.
• File charts daily.
• Pull charts for end-termination participants.

Certification:

Follows all protocols and/or regulations or processing applicants/participants for (re)certifications including:

1. Verification of identity, income, residency, and participant category. Complete data entry for (re)certification.
2. Educate and/or explain participant rights and responsibilities
3. Educate participants on the current WIC Food List, the WIC App, WIC Card, and WIC-approved vendors.
4. Provide referrals to MassHealth, Supplemental Nutrition Assistance Program (SNAP), and Transitional Aid to Families of Dependent Children (TAFDC) programs as well as other health and human service programs.
5. Complete and verify signatures on all (re)certification documentation.

Benefits Issuance and Processing:

1. Oversees benefit issuance for prescribed food prescriptions
2. Review Benefits History before issuing benefits.
3. Follow protocols and procedures for prescription changes, benefits removal, and reissue.
4. Follow procedure in the creation and replacement of WIC Card.
5. Educates participants on WIC Card use, PIN number security, resetting PIN numbers and the (de)activation of card numbers.
6. Maintains security of WIC Card stock.

Notifications:

1. Issue WIC Notification letters appropriately and in a timely manner.
2. Notifications include (but are not limited to): Certification Appointment Letter, End of Certification Letter (EOC), Ineligibility Letter, Verification of Certification (VOC), and Temporary Certification Letter.
3. Issue monthly EOS Report End of Certification Report for mailing or texting.
4. Document in Comments when letters have been mailed.

Quality Assurance:

1. Ensure accuracy, thoroughness, and attention to detail in electronic and chart documentation,
2. Print, resolve and document EOS and Local Program Report Center (LPRC) reports in a timely manner.
3. Maintain on site quality assurance reports for state-determined period.
4. Communicate quality assurance issues to supervisors and coworkers.
5. Maintain knowledge of all state and federal standards quality assurance standards related to the bi-annual local program evaluation.

Customer Service:

1. Demonstrates knowledge of customer service principles by successfully completing new staff training.
2. Attends/completes program quarterly customer service training.
3. Utilizes customer service principles when interacting with participants/patients, co-workers, supervisors, and employees from other departments.
4. Responds appropriately or seeks support when customer service issues arise.