SDSU Research Foundation

WIC Call Center Representative

Req No.
2022-14071
Category
Administrative/Clerical
Type
Full-Time Contract
Salary
$15-18/hr
Dept/Proj Name
Women, Infants and Children Program (WIC)

Overview

The SDSU Research Foundation Women, Infants, and Children (WIC) Program is the largest WIC agency in San Diego County, with approximately 80 employees providing a variety of nutrition services to over 26,000 participants monthly. The WIC program is a safety net program that aims to safeguard the health of low-income women, infants, and children up to age 5 who are at nutrition risk by providing nutritious foods to supplement diets, information on healthy eating, and referrals to health care for residents of San Diego County.

 

Under the direction of the WIC Community Services Manager, the WIC Call Center Representative is responsible for handling all incoming and outgoing telephone calls and electronic communications for the WIC Program in a professional, courteous and welcoming manner.

Responsibilities

The WIC Call Center Representative is responsible for but not limited to:

 

Customer Support 95%

Responsible for assisting participants over the phone by answering questions; assists with determining WIC eligibility by asking for appropriate information based on WIC guidelines, and working with clients to determine what they need to bring to their appointments; schedules appointments, gathers applicant information, calculates eligibility for program services, coordinates and provides service referrals as necessary;  sends appointment reminders and document uploader link and ensures call-backs and appointment reminders are performed within established time frames. Records information in WIC WISE database.  Engages in real-time, two-way texting with participants to communicate about their appointment using the CDPH/WIC enhanced electronic communications platform (Teletask).  Assists management with quality assurance and quality improvement measures to ensure compliance with program requirements and best customer service practices.

 

Other Duties and Responsibilities as Assigned 5%

Participates in staff meetings and training as needed; accepts delegation of special tasks under direction of supervisor

Qualifications

  • High school diploma or equivalent
  • 6-months experience working in a customer service environment

Preferred Qualifications

  • Bilingual in both English & Spanish
  • Previous experience working for WIC or a Social Services program
  • Previous experience working in a call center environment

ADDITIONAL APPLICANT INFORMATION:

  • Candidate must reside in California and able to report to worksite when needed.
  • This position has a temporary hybrid schedule with some work at home and in the office as needed
  • The COVID-19 vaccine is required by the CSU for all SDSU Research Foundation employees as a condition of employment.   Should you be offered a position, you will be required to provide proof of vaccination status.  Individuals who obtain an approved medical or religious exemption on file will be required to complete regular COVID-19 testing
  • A background check (including a criminal records check) and Livescan (fingerprint) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation/WIC
  • San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer 

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