12.004 - 1 Administrative Procedures

Revised August 2019 XII. Administrative Procedures – Customer Service Master Competencies

PROCEDURE 12.004 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 WIC Local Agency staff are expected to show respect and courtesy towards Program participants when providing WIC services. III. Applicability DC WIC State Agency and Local Agency Staff IV. Policy Statement 1. All WIC staff shall demonstrate master (core and contributory) competencies to provide the gold standard of customer service delivery; See Appendix 12.004A for a list of the master competencies, and their corresponding practices and behaviors/evidences 2. Master competencies are the areas of knowledge, skills and attitudes that characterize exemplary service employees. 3. The Local Agency WIC Director is responsible for ensuring development of master competencies for local agency staff

V. Procedures Local agency staff must follow the procedure below when completing competencies: 1. Provide and/or participate in training to develop competencies in customer service skills 2. Monitor employee customer service competency skills 3. Provide corrective actions to address deficiencies in customer service skills VI. Appendix 12.004A Master Competencies for Service Providers