12.003 - 1 Administrative Procedures

Revised August 2019 XII. Administrative Procedures – Customer Service, Vision and Guidelines

PROCEDURE 12.003 Implementing Office: Community Health Administration (CHA) Revised August 2019

Approved by:

_______________________ LaQuandra S. Nesbitt MD, MPH; Agency Director Review by Legal Counsel:

____________________ Phillip Husband, Esq.; General Counsel Effective Date: 01/01/2016

I. Authority DC WIC State Agency

II. Reason for the Policy Vision – We, the WIC Staff, are proud to consistently deliver world-class customer service in all aspects of our work. We readily provide supplemental foods, nutrition education, breastfeeding promotion and support, and referrals to health and social services to meet the diverse needs of all customers. Our customers are impressed with the efficiency and timeliness and professionalism of the services.

III. Applicability DC WIC State Agency and Local Agency Staff

IV. Policy Statement 1. Each local agency shall implement the gold standard of customer service delivery, exemplified by the following four key components:

a. Reliable points of entry b. Prompt response to customer calls, written correspondence, and requests for services c. Front-line customer contacts handled with the highest level of professionalism and customer service d. Service delivery within the established, easily understood, and widely known performance standards 2. Each local agency shall ensure that they meet the following objectives of high quality customer service:

12.003 - 2 Administrative Procedures

Revised August 2019 a. Treat all customers with enthusiasm, courtesy and respect b. Promptly answer all customers’ questions with accurate, objective information c. Resolve all customers' needs with the fewest number of calls possible d. Provide educational information to all customers e. Use language that all customers can easily understand f. Ask for and consider all customers' ideas about program services g. Promptly respond to all customers' suggestions, concerns, and complaints 3. Each local agency is directly responsible for delivery of all customer service commitments. To better support the WIC staff, local agency management shall: a. Give staff the decision-making parameters that will enable them to go "the extra mile" to satisfy customers b. Involve staff in customer service improvement initiatives c. Establish a customer-focused culture and infrastructure at all levels of management and internal support V. Procedures The following steps must be implemented by all staff to ensure exceptional customer service: 1. Incorporate vision and guidelines in the Local Agency Workplan (see appendix 10.001B) 2. Report progress quarterly via the Quarterly Narrative Report (see appendix 10.001B) VI. Appendix

N/A VII. Reference 10.001B Local Agency Workplan and Quarterly Narrative Report