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WIC Customer Service Representative II-Breastfeeding Peer Counselor

Williamson County and Cities Health District Round Rock, TX
  • Expired: August 12, 2019. Applications are no longer accepted.

Performs routine (journey-level) customer service work.  Work involves breastfeeding peer counselor activities and some clerical support for the Special Supplemental Food Program for Women, Infants, and Children (WIC).  Duties include breastfeeding education and promotion, breast pump equipment issuance, cleaning, and inventory, and referrals. Also provides customer service support and receives and responds to public inquiries for information and/or services.  Works under moderate 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.

  • Accurately complete breastfeeding peer counselor forms on paper and/or in TXIN as required in a timely manner.
  • Record required client information of pregnant and breastfeeding participants counseled into TXIN for follow-up and evaluation purposes.
  • Refer mothers when breastfeeding problems are outside the normal breastfeeding experience, when breastfeeding problems are not resolved within 24 hours of breastfeeding peer counselor's intervention, and when problems are in an area other than breastfeeding to appropriate professionals.
  • Reconcile breast pump issuances on a weekly basis, investigating discrepancies and documenting outcome.
  • Complete assessment forms, documents, and BFPC information in TXIN
  • Change appointment date/time in the TXIN system as needed to assure accuracy of appointments scheduled
  • Create or assist with clinic appointment schedule for PC appointments and Pre-natal Breastfeeding classes in a timely manner and gets approval from Team Lead prior to finalizing
Communication and Cultural Competency
  • Provide information and promote breastfeeding to WIC participants.Address specific concerns of expectant mothers and correct misinformation which may prevent a woman from breastfeeding.
  • Counsel pregnant and breastfeeding mothers on a one-to-one basis to help new mothers avoid common breastfeeding problems.
  • Support women during a normal breastfeeding experience.
  • Share motivational materials with pregnant clients when peer counseling is initiated.
  • Counsel new mothers in the hospital if requested by client and approved by Team Lead or WIC & CN Division Assistant Director or Director
  • Provide support and information to breastfeeding mothers who may need help and/or advice to continue breastfeeding while working or going to school.
  • Teach or assist in teaching classes on the advantages of breastfeeding and the management of normal breastfeeding experiences.
  • Teach clients about use, cleaning, and assembly of breast pumps and expression and storage of human milk.
  • Issue manual and electric breast pumps and other breastfeeding aids according to WIC policies and procedures.Follow-up with multi-user pump retrieval protocol as warranted.
  • Thoroughly clean returned multi-user pumps to assure they are ready for issuance in a timely manner.
  • Distribute breastfeeding information and promote breastfeeding in the clinic(s) and at educational events.
  • Provide information and promote breastfeeding among peers.
  • Answer program questions for interested individuals and applicants as needed.  Refer questions regarding nutrition and formula to the WIC Certifying Authority (CA) or WIC Certification Specialist (WCS).
Community Dimensions of Practice
  • Assist with maintaining efficient clinic flow, routing clients in order of appointment/arrival time, and alert Team Lead of problems with clinic flow 
  • Participate in overseeing waiting area to assure parental supervision of children 
  • Maintain an organized and orderly working area  
  • Assist with monthly QA audits as requested by Team Lead or WIC & CN Division Assistant Director or Director 
  • Assist with monthly Nutrition Fair as requested by Team Lead or WCS. 
  • Provide WCCHD and WIC outreach as approved by supervisor and requested by Outreach Coordinator or WIC & CN Division Assistant Director or Director 
Leadership and Systems Thinking
  • Maintain a thorough working knowledge of state and local WIC policies and procedures and WCCHD policies and business practices
  • Maintain thorough working knowledge of TXIN system
  • Complete all required annual and monthly trainings and attend staff meetings as scheduled and/or assigned
  • 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.
  • As a WIC breastfeeding peer counselor, must be a mother who is receiving WIC or has received WIC, has successfully breastfed at least one baby, is enthusiastic about breastfeeding and has a desire to share that enthusiasm, and has access to a telephone.
  • Bilingual English/Spanish is preferred
  • 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.
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with our 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 current breastfeeding recommendations
  • Ability to teach and promote good breastfeeding skills
  • Ability to use techniques for approaching pregnant women about breastfeeding without making them feel defensive or inadequate
  • 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 transfer stock from one location to another
  • Ability to maintain files
  • 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
Additional Information

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

Williamson County and Cities Health District


Round Rock, TX
78664 USA