HD Customer Service Representative III

Division: Women, Infants, and Children (WIC)

Working Title: Customer Service Representative

Direct Supervisor: WIC Team Lead

Performs complex (journey-level) customer service work. Work involves clerical and clinic support for the Special Supplemental Food Program for Women, Infants, and Children (WIC), including providing customer service support and receiving and responding to public inquiries for information and/or services. Works under general supervision, with limited latitude for the use of initiative and independent judgment.

Pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Job descriptions list the specific tasks to be accomplished by the position the employee is filling at WCCHD. The WCCHD Employee Responsibilities are a set of general expectations for employees about how they should work with each other and the public we serve. Each employee must sign and acknowledge that they have been informed, understand, and agree to abide by these expectations. Violation of these responsibilities may lead to implementation of WCCHD's disciplinary procedures.

Analytical/Assessment

• Completes Quick Intake whenever an initial appointment is requested either in person, online, or over the phone. Creates new family record and enters information into the TXIN system.
• Completes income, residency, and identification screening for applicants to determine eligibility based on WIC policies and procedures.
• Sends invite for clients to set up MyWIC account and assists them with using the app, to include uploading documents
• For applicants and clients who are determined ineligible due to exceeding income guidelines, completes required WIC Notification of Ineligibility/ Termination form in TXIN and obtains required signatures. Asks Team Lead or co-worker to review income ineligibility.
• Reads and interprets immunization records and refers as necessary
• Inputs client information, issues WIC benefits to EBT card and schedules subsequent appointment in the TXIN system
• Assures client shopping list is printed correctly and provides a copy to the client
• Changes appointment date/time in the TXIN system as needed to assure accuracy of appointments scheduled
• Enters midpoint screening date into the TXIN system, as it is due, prior to issuing WIC benefits
• Completes end-of-month preparations for the following month (updating appointment schedule for advanced month, etc.) as needed
• Reviews EBT card inventory regularly and informs appropriate staff promptly when more WIC EBT cards are needed from the local agency level
• Restocks lab supplies or informs designee when they are running low
• Zero balances infant and adult scales for accuracy prior to each use

Policy Development/Program Planning

• Participate in QI activities to support a culture of Quality Improvement within the program and division.
• Collects race and ethnicity data for each applicant based on WIC policy and procedures
• Prepares physical facility for WIC clinic and sets up needed clerical supplies and equipment
• Reconciles WIC EBT card physical inventory with EBT card issuance log daily
• Requests transfers for in-state client transfers using the TXIN system
• Prepares physical facility for WIC clinic and sets up lab supplies and equipment
• Sets up hemoglobinometer according to manufacturer's instructions. Notifies Team Lead or designee if there is a problem with the machine
• Performs blood tests on women, children, and infants nine months and older at certification to determine hemoglobin levels following Guidelines for Nutrition Assessment and manufacturer's instructions
• Cleans and organizes physical facility and workspace after clinic. Puts away supplies and equipment. Cleans and disinfects scale, client waiting areas, toys and work area at the end of each day.
• Completes WIC reporting and other administrative duties as requested by WIC Director and/or Team Lead
• Completes all required trainings when needed and keeps documentation (including uploaded certificates of completion) up to date in TRAIN

Communication and Cultural Competency

• Answers program questions for interested individuals and applicants as needed. Refers questions regarding nutrition and formula to the WIC Certifying Authority (CA) or WIC Certification Specialist (WCS) and questions regarding breastfeeding to WIC Breastfeeding Peer Counselor (BPFC), CA, or WCS
• Makes appropriate and timely appointments for WIC applicants and participants, either in person or over the phone, according to certification category, time frames for processing applicants, and client request
• Provides applicants with a list of documentation needed for certification over the phone and/or in writing
• Asks applicants to read Rights and Responsibilities (and WIC Notification of Ineligibility/Termination if applicant is determined ineligible based on exceeding income guidelines) prior to signing. Reads and clarifies information for applicants if they are unable to do so.
• Offers all program applicants and parents/guardians (initial and recert) the opportunity to register to vote and, "A Guide to Helpful Programs and Services" referral sheet in the appropriate language
• Explains correct food benefits usage to clients whom transfer from out of state, including PIN requirement, shopping list, first and last dates to spend, security and care of WIC EBT card, allowable foods, importance of presenting WIC EBT card at each clinic visit, and procedure for reporting a lost WIC EBT card.
• Administer self-paced nutrition lessons, reviews completed web-based nutrition lessons (based on approved Nutrition Education plan and completion of required nutrition modules) when a CA or WCS is not available.
• Contacts no-shows in order to reschedule appointments either by phone or mail and documents notification on Family page in TXIN
• Issues breast pumps to participants in the absence of CA or BFPC with CA or BFPC approval according to WIC policy and procedures
• Acts as a translator for other staff as needed
• Records phone messages in both English & Spanish as needed
• Posts signs informing visitors of clinic closures
• Instructs applicants on preparation for weighing and measuring and weighs, measures, and enters results into TXIN according to instructions in the Guidelines for Nutrition Assessment

Community Dimensions of Practice

• Assists with maintaining efficient clinic flow, routes clients in order of appointment/arrival time, and alerts Team Lead of problems with clinic flow
• Participates in overseeing waiting area to assure parental supervision of children
• Maintains an organized and orderly working area
• Distributes and collects client satisfaction surveys and other required surveys, assists team and clients in making sure surveys are completed according to instructions.
• Assists with monthly QA audits as requested by Team Lead or WIC & CN Division Assistant Director or Director
• Participates in community outreach activities (must participate in at least 1 every 6 months unless otherwise directed)
• Assists with classes as requested by Team Lead or WCS.

Leadership and Systems Thinking

• Maintains thorough working knowledge of state and local WIC policies and procedures and WCCHD policies and business practices
• Maintains thorough working knowledge of TXIN system

Other

• May participate on a WCCHD committee or task force
• In the event of a public health emergency, employees may be called upon to support WCCHD's response in ways that are outside the usual scope of their job responsibilities. This may involve working hours that are outside the employee's usual work hours. Employees will not be required to perform duties that are outside of their competence or professional licensure.

• Graduation from a standard senior high school or equivalent is required.
• Bilingual English/Spanish is required - selected candidates will be required to complete and pass a Spanish Listening and Speaking assessment prior to receiving a contingent offer
• Minimum two years' work experience in administrative support and/or customer service is preferred.
• Experience and education may be substituted for one another
• CPR certified or willingness to obtain
• Valid Texas driver's license and access to reliable transportation to all assigned work locations.
• Selected candidates will be required to complete a pre-employment skills assessment as part of the hiring process, prior to receiving a contingent offer
• Selected candidates in the Clinical Services Division, Environmental Health Division, and WIC Division, will receive a conditional offer of employment contingent upon the candidate passing a pre-employment-controlled substances screening test. The candidate must be tested and receive a negative result before starting to work
• All selected candidates are required to pass a background check as a condition of employment

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed without posing a direct threat to health or safety of themselves or others.

• Knowledge of office practices and administrative procedures
• Knowledge of spelling, punctuation, and grammar
• Knowledge of public health essential services
• Skill in the use of standard office equipment and software
• Skill in using a computer, including but not limited to Microsoft Office Professional
• Ability to communicate effectively and fluently in English and Spanish
• Ability to respond to public inquiries in a timely manner
• Ability to implement administrative procedures
• Ability to interpret and implement rules, regulations, policies, and procedures
• Ability to make arithmetic computations
• Ability to interpret identification, income, and residency information
• Ability to transfer stock from one location to another
• Ability to communicate effectively both orally and in writing
• Ability to work in a collaborative manner; skill in establishing and maintaining good working relationships
• Ability to establish goals and objectives, policies, and procedures that support a strategic plan
• Ability to prioritize activities and manage multiple responsibilities; time management
• Maintain current driver's license, auto liability insurance, reliable transportation

Environmental Factors: Works mostly in a well-lighted, air-conditioned office. May work in various WCCHD offices around the county and in a variety of community locations. Occasional work activities may be outdoors and, therefore, employee will be exposed to heat and cold. May have extensive contact with the public. May have contact with persons who may be infected with contagious diseases. Certain immunizations and/or TB skin test may be required. Tobacco/vapor-free workplace.

Direct Supervisor of: 0

FLSA Classification: Non-Exempt

Location and Hours: 1.0 FTE; 1200 W 17th Street, Georgetown, TX 78626; Generally, 8:00 am – 6:00 pm Monday – Thursday, and 8:00 am – 12:00 pm Friday. Position not eligible for flexible schedule or telecommuting. Work may require occasional early morning, evening, weekend, or holiday hours. May require occasional overnight travel. Extended hours may be required in event of public health emergency.

Job Performance Evaluation: The employee will be evaluated at least annually, but more often if warranted.