Wic Operations & Outreach Support Coordinator

INTRODUCTION

Under the direction of the WIC Director, the WIC Operations & Community Outreach Coordinator (OOC) provides a variety of support functions to assure efficient delivery of services to WIC clients. The OCOC assists the WIC Director in WIC program management, community outreach coordination, caseload management and client retention. The Operations and Community Outreach Coordinator must exemplify great customer service at all times.

The OCOC acts in concert with the WIC Director and Nutrition Coordinator to form a leadership tripod for Unity WIC. The OCOC manages the administrative aspects and quality of WIC Program operations at Unity Health Care and retains customer service standards and community connections.

MAJOR DUTIES/ESSENTIAL FUNCTIONS

Essential and other important responsibilities and duties may include, but are not limited to the following:

• Supervises the maintenance of a welcoming, clean, and safe work environment for all Unity WIC clinics. Ensures compliance with DC WIC and Unity policies around clinic environment by making rounds to all sites and following up with deficiencies.
• Independently collects and analyzes data required for reporting and submits to the relevant agency. Responds to the State Agency (SA) requests for documentation and reporting as needed.
• Contributes data analyses and visualizations to required reporting to SA, Unity, or other entities as requested by WIC Director.
• Supervises and coordinates the training of new WIC staff.
• Acts as the liaison and point of contact for internal outreach within Unity Health Care, Inc. Assists the WIC Director with coordination of internal/external departments or partners, such as State Agency, other Unity departments, or partner organizations, and represents Unity WIC as needed.
• Assists the WIC Director and Nutrition Coordinator in responding to Management Evaluation findings and tracking training and observation records.
• Supervises caseload management for Unity WIC. Oversees the answering of phones and response to all internal and external referrals. Distributes reports among staff, divides and assigns tasks, and ensures completeness. Monitors the show rate and other productivity and retention metrics on a regular basis.
• Coordinates external outreach and referrals from SA and other sources. Ensures all participants receive appointments and conducts spot-checks to ensure completeness.
• Serves as the department expert on customer service, maintaining excellent customer service across all WIC sites at all times, providing training and monitoring of staff as needed.
• Maintains administrative access to the WIC MIS, as determined by the WIC Director. Builds participant schedules and templates in the WIC MIS (HANDS).
• Responds to participant concerns. Serves as the next point of contact for participant concerns before escalating to the WIC Director.
• Provides support, mentorship, and training to any WIC staff person or clinic that needs additional support to ensure optimal delivery of services. Leads meetings and trainings with other WIC staff as needed.
• Assists in certifying WIC participants on the program as needed; includes collecting eligibility information and conducting nutrition education, as applicable.
• Attends and completes all WIC-related trainings as assigned by the WIC Director.
• Other duties as assigned by supervisor.

Professional Accountability:

• Follows Local Agency guidelines concerning attendance, scheduling, meetings, holidays, sick days, emergencies, etc.
• Follows all site rules and performs work duties as designated, individually or part of a team.
• Attends mandatory staff trainings for Unity and for the DC WIC State Agency.
• Uses office equipment for work related purposes only.
• Respects each client by keeping their information strictly confidential.
• Assists in certifying WIC participants on the program as needed; includes collecting eligibility information and conducting nutrition education, as applicable.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in health-related field OR an equivalent combination of education and experience.
• Master’s degree in Public Health or related field, preferred.
• Minimum of two (2) years of experience working for WIC.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated ability to analyze and present data using relevant programs (such as Power BI or Microsoft Excel).
• Demonstrated ability to maintain patient schedules and schedule templates.
• Demonstrated excellent oral and written communication skills.
• Excellent customer service and time management skills.
• Ability to work well in a multicultural and multidisciplinary environment.
• Willingness to work at multiple Unity sites.
• Demonstrated proficiency with business software: Windows 10 OS (or higher), Office 365 programs (Word, Excel, PowerPoint, SharePoint, Teams), high-level proficiency with the WIC MIS.
• Demonstrated ability to effectively work and communicate with diverse populations. At least one year of experience working with indigent individuals in a community service type setting or service organization is preferred.