PROGRAM ASSISTANT

Position Title: Program Assistant

Department: WIC

Supervisor: WIC Director

Hours per week: 35

FLSA Status: Non-Exempt

Primary Function:

The Program Assistant provides front-desk and administrative support to ensure efficient daily operations of the WIC clinic. This position serves as the first point of contact for participants, managing reception activities, appointment scheduling, participant intake, and eligibility processing. The Program Assistant supports the certification process by verifying documentation, entering participant data, issuing WIC benefits, and providing basic program information and referrals to community resources.

This role helps maintain a welcoming, organized clinic environment while ensuring compliance with WIC program policies and procedures.

Duties & Responsibilities:

• Serve as the first point of contact for WIC participants by greeting visitors, answering phone calls, and directing inquiries to appropriate staff.
• Schedule, confirm, and reschedule participant appointments, including reminder calls to ensure attendance and clinic flow.
• Manage participant check-in and assist with maintaining an organized and efficient waiting area.
• Screen applicant inquiries and provide basic information about WIC eligibility, services, and program requirements.
• Process participant certifications and recertifications by verifying required documentation, including identity, residency, income, and participant category.
• Accurately enter participant information into the WIC data system and maintain complete and organized records.
• Educate participants on WIC program rights and responsibilities, approved foods, and how to use WIC benefits at authorized vendors.
• Issue and reissue WIC benefits and assist participants with questions about their food packages and WIC cards.
• Maintain security and proper inventory of WIC card stock and related program materials.
• Provide referrals to health and social service programs such as MassHealth, SNAP, TAFDC, and other community resources as appropriate.
• Notify participants of certification end dates, missed benefits, or ineligibility according to program policies.
• Perform general clerical and administrative duties, including filing, document management, and data tracking.
• Assist with quality assurance activities and support overall clinic operations as needed.
• Maintain participant confidentiality and ensure compliance with federal, state, and local WIC program policies and procedures.

Minimum Basic Knowledge:

• Basic knowledge of general office procedures, including scheduling, filing, and phone etiquette.
• Basic computer proficiency, including experience with Microsoft Office programs and data entry systems.
• Cultural sensitivity and an understanding of the needs of low-income families, pregnant individuals, infants, and children.

Experience & Qualifications:

• High School Diploma or G.E.D. required.
• Minimum of one year of general office or administrative experience.
• Proficiency with computers and basic office software (e.g., Microsoft Office, email, scheduling systems).
• Strong customer service skills with the ability to communicate effectively with individuals from diverse cultural and linguistic backgrounds.
• Excellent organizational skills and ability to manage multiple tasks.
• Ability to work in a fast-paced clinic environment while maintaining accuracy and attention to detail.
• Experience working in a healthcare, community health, or social service setting preferred.
• Demonstrated sensitivity to the needs of low-income families, pregnant individuals, infants, and children served by the WIC program.
• Ability to learn and follow federal, state, and local WIC program policies and procedures.
• Awareness of confidentiality requirements and the importance of protecting participant information.
• Ability and willingness to work at multiple WIC clinic sites and during program clinic hours as needed.
• Bilingual or multilingual language ability preferred, particularly in Spanish, French, Portuguese, Haitian Creole and/or Cape Verdean Creole.

Essential Functions:

• Greet participants, answer and direct phone calls, and respond to general program inquiries in a professional and courteous manner.
• Schedule, confirm, and reschedule participant appointments while maintaining an efficient clinic schedule and workflow.
• Screen applicants for WIC eligibility and assist with the intake process.
• Verify required documentation for certification and recertification.
• Accurately enter participant information into the WIC data management system and maintain participant records.
• Educate participants on WIC program rights and responsibilities, approved foods, benefit usage, and how to shop with WIC benefits.
• Issue and reissue WIC benefits and assist participants with questions.
• Maintain security and accountability of WIC card stock and related materials.
• Provide referrals to other health and social service programs.
• Maintain participant confidentiality and comply with all federal, state, and local WIC program policies and procedures.
• Assist with clerical and administrative tasks.
• Support clinic operations and collaborate with WIC staff to ensure efficient service delivery.
• Travel to and work at multiple WIC clinic sites as needed to support program operations.

Physical Requirements:

• Ability to sit for extended periods while performing computer and administrative tasks.
• Ability to stand, walk, and move throughout the clinic to assist participants and support clinic operations.
• Ability to use standard office equipment, including computers, telephones, printers, and copiers.
• Ability to communicate effectively in person and over the phone with participants and staff.
• Ability to lift and carry up to 15-20 pounds occasionally (e.g., office supplies, files, program materials).
• Ability to reach, bend, and perform routine clerical tasks such as filing and retrieving documents.
• Ability to travel between WIC clinic sites as needed to support program operations.

Supervisory Responsibility:

None

Define Access Level to PHI: Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.