WIC CLIENT SERVICES SUPERVISOR

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed charm with a breathtaking art museum, top-flight cultural attractions, professional sports, lakefront festivals, recreational opportunities, and great restaurants.

The City of Milwaukee is proud to employ a diverse workforce that is committed to providing exemplary service to the City’s residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.

Under the direction of the WIC Program Manager, the WIC Client Services Supervisor provides day-to-day coordination of the Milwaukee Health Department’s (MHD’s) Women, Infants, and Children Program (WIC) client services operations, including providing support, training, mentoring, consultation, and supervision to WIC Client Services Assistants.

Staff Supervision/Administration

·       Provide program supervision, training, and evaluation of WIC Client Services Assistants.

·       Assure implementation of and compliance with policies and procedures in the State WIC Operations and System Manuals related to client services and clinic operations.

·       Ensure complete and accurate entry of registration, health screening, and scheduling information into the Wisconsin WIC data system (ROSIE), according to WIC regulations, policies, and initiatives by all staff.

·       Assist the WIC Program Manager with interviewing potential candidates for WIC positions and make hiring and assignment recommendations.

·       Coordinate direct person-centered client services for participants, including virtual clinic services and grant programs such as clinic flow, outreach, Farmer’s Market Nutrition Program (FMNP), and lead prevention.

·       Assist with the development, integration, and monitoring of program goals, objectives, and outcomes for the MHD WIC program, and provide direction to ensure they are achieved.

·       Provide backup and coverage for Health Project Supervisors as needed.

·       Evaluate client services data and reports for quality improvement, planning, needs assessment, and other management purposes. Institute quality assurance measures as appropriate.

·       Attend and assist with WIC/MHD staff meetings and WIC sponsored state and regional meetings.

·       Develop and implement written project policies and procedures related to client services, outreach, and food benefit assignment in order to assure consistency among staff.

Client Services

·       Perform complete WIC intake duties including verification of income and eligibility, anthropometric measurement, hemoglobin testing, and scheduling benefit issuance.

·       Mentor and train staff in the use of ROSIE and other relevant software for client services.

·       Review ROSIE client services reports for assessment and planning purposes.

·       Oversee communications with participants.

·       Coordinate outreach efforts for promotion of WIC services.

·       Review, track, and follow up with fraud investigation reports.

·       Assist with the creation of vendor and eWIC transaction complaints.

Community Collaboration

·       Participate in community coalitions, task forces, and advisory committees that affect services to WIC-eligible families as advised by WIC Program Manager.

·       Identify, support, and maintain primary partners around healthy pregnancy and birth outcomes, infant mortality reduction, clinic services, and home visiting service delivery.

·       Provide professional expertise to related MHD projects, proposals, and undertakings.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

The WIC Client Services Supervisor must be willing and able to do the following:

• Safely lift infants and small children onto scales (up to 25 lbs.)
• Report to any of the City of Milwaukee clinic locations as assigned.
• Assignments may be made on short notice to provide staff coverage during unexpected absences or emergency situations.
• Participate in a work schedule that includes early evening hours on assigned days. The current hours work hours are as follows: Monday, Tuesday, Wednesday, and Friday from 8:00 a.m.-4:30 p.m. and Thursday from 10:00 a.m.-6:30 p.m.
• Carry a mobile device for business purposes.
• Travel outside the City of Milwaukee, occasionally overnight, for training purposes or to participate in meetings as a representative of the City.

NOTE: Due to the nature of the WIC Program, clinics are extremely busy and are typically loud, as clients using WIC services include families with babies and small children.

The pre-employment medical requirements for this position include:

• Drug Test

1.    Bachelor’s degree in business, health education, public health, or a related field from an accredited college or university.

2.    Two years of experience coordinating public or community health programs, including experience in community organizing and/or collaboration or health program planning, supervision, development, implementation, or evaluation.

Equivalent combinations of education and experience may also be considered, i.e., an associate degree in a health-related field from an accredited college or university plus four years of full-time experience as described above is considered equivalent.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

·       Experience with the WIC program.

·       Supervisory experience.

·       Ability to provide interpretation in Spanish, Hmong, or another language.

TECHNICAL

·       Knowledge of public health best practices.

·       Knowledge of accepted community health approaches to improving maternal, newborn, and child health.

·       Commitment to the promotion of health and the prevention of disease.

·       Ability to read, analyze, and interpret work-related documents, policies, and procedures.

·       Knowledge of mathematics and the ability to take accurate measurements.

·       Proficiency using computer applications such as database, spreadsheet, word processing, and presentation.

·       Ability to assist with the development of WIC Ad Hoc reports using Microsoft Access and the ROSIE database.

·       Ability to learn and use project management software.

·       Ability to coordinate outreach efforts to promote program services.

COMMUNICATION AND INTERPERSONAL

·       Written communication skills; ability to produce clear reports, correspondence, and other documents.

·       Verbal communication skills to speak effectively with clients, managers, and staff.

·       Ability to participate on committees and present information clearly to various internal and external groups.

·       Customer service skills to respond to questions diplomatically and tactfully.

·       Ability to listen attentively and ensure that clients feel comfortable and understood.

·       Conflict management skills to defuse tense situations.

·       Ability to work effectively across all levels of personnel, including managers, coworkers, elected officials, representatives from outside agencies, and the public.

·       Ability to work cooperatively and effectively with people whose backgrounds may differ from one’s own.

·       Commitment to diversity, equity, and inclusion (DEI).

·       Ability to thrive in a fast-paced environment serving families with babies and small children.

 

LEADERSHIP

·       Leadership skills to effectively supervise, train, and evaluate staff.

·       Ability to assist in the development, integration, and monitoring of program goals, objectives, priorities, and outcomes.

·       Ability to foster an environment of inclusion wherein all employees are treated respectfully, are valued for their strengths, and feel that they can safely express themselves.

CRITICAL THINKING AND PROFESSIONALISM

·       Critical thinking skills, including analytical and problem-solving skills, decision-making skills, and sound judgment.

·       Resourcefulness and organizational ability so as to manage priorities and accomplish work in a timely manner.

·       Honesty, integrity, and the ability to maintain confidentiality.

·       Commitment to continuous learning and professional development.

The current salary range (Pay Range 1GX) is $87,656-$98,703 annually, and the resident incentive salary for City of Milwaukee residents is $90,286-$101,664 annually. Appointment above the minimum of each range is possible based upon experience and is subject to approval.

BENEFITS ~ The City of Milwaukee provides a comprehensive benefit program that includes the following:

·       Defined Benefit Pension Plan

·       457 Deferred Compensation Plan

·       Health and Dental Insurance

·       Paid Parental Leave

·       Comprehensive Wellness Program

·       Onsite Clinic Services

·       Onsite Employee Assistance Program

·       Alternative Work Schedules

·       Long Term Disability Insurance

·       Group Life Insurance

·       Tuition Benefits

·       Paid Vacation

·       12 Paid Holidays

·       Paid Sick Leave and other paid leaves

·       Flexible Spending Arrangement

·       Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE – The selection process will be held as soon as practical after the application deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

EEO = 102

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.