WIC: Best Practices for Community Impact

Editor's Note: During Washtenaw County's Planning Process to create the 2008/2009 budget, we will invest time in telling our stories of community impact: how County services and service collaborations make a positive difference in our community.  For more information, and to become involved in this important Process, please see the dedicated web site.

The Washtenaw County Women, Infants, and Children Program (WIC) is a federally funded health and nutrition program that provides pregnant women, new mothers, and young children with nourishing supplemental foods, nutrition education and counseling, breastfeeding promotion as well as health and social service referrals.  Here in Washtenaw County, the main WIC clinic is located at the Towner campus.

Ringing telephones, lots of women and children, and staff moving from room to room trying to accommodate their customers’ needs, describes the scene in the WIC office. When Beckey Ginbey began her role as WIC Supervisor she observed an office with opportunities for improving customer service and staff efficiency.

The phone system in the office was inadequate for handling their calls. Many voice messages were left by customers not able to reach staff. Staff, overwhelmed by the number of on-site customers each day, found it a challenge to address the large volume of phone messages.  Also, the staff were working from one paper copy of the schedule, making scheduling a nightmare. Customer complaints were high and, at times, a visit to the WIC clinic could take hours.

Beckey relied on her nearly 16 years of experience working in WIC at various locations throughout the state, to make the necessary changes in the office. She conducted a patient-flow analysis, revamped the scheduling process, and assigned a staff person to just answer phones. Changing the process was difficult for everyone, but the WIC staff worked very diligently to improve customer service for WIC participants.

With assistance from Washtenaw County's Support Services IT, an online scheduling system was created through Encompass, the County's web based case management application.  Now, multiple staff members can access the schedule, with appointments made in real time and accessible at satellite WIC offices. With the use of cell phones, laptops and Sprint cards, staff are better able to conduct business with customers.

The impact of these new efficiencies?  A recent customer satisfaction survey reveals that the amount of time customers spend at the office has been reduced, complaints about the phone system have been reduced and clinic flow has improved greatly.  The WIC staff have a solid case for taking good practices all the way to best!