 |
|
| Find Services | News & Information | Rules & Regulations | Business Information |
WIC Training
Interactive Distance Learning
Class Descriptions
Main IDL Class Menu
Breastfeeding
Certification
Class Management
Critical Referrals to Outside Agencies
Customer Service and Civil Rights
EBT
Financial
General
Nutrition
Patient-Flow Analysis
Spanish
Supervisory Skills
VENA
Vendor Relations
Some classes have required or optional materials found on the IDL Training Materials page.
View IDL Training Calendar by Date
View IDL Training Calendar by Subject
Customer Service and Civil Rights
Breaking the Language Barrier
Focuses on the specific customer-service issue of languag and how it impacts the civil rights or our participants. After completing this session, you will be able to identify and define WIC civil-rights policies, leanr how to communicate with non-English speakers, and how to appropriately select interpreting services.
No materials needed.
Civil-Rights Complaints
Focuses on the specific issue of civil-rights complaints in a clinic versus a general complaint. Will identify what classes are protected in civil-rights lesiglation, how you can disthinguish a civil-rights complaint, the procedures to follow if you receive a complaint, and steps yhou can employ to minimize the possibility of future complaints. Will review all civil-rights policies that affect WIC clinic operations.
No materials needed.
Know Your WIC Civil Rights Rules
A general review of all civil-rights policies and customer service issues that affect WIC clinic operations. The review will involve interactive questions that also emphasize the relationship between providing great customer service and avoiding civil-rights issues in your clinic.
No materials needed.
Knowing and Using Your "Emotional Intelligence"
Imparts an understanding of Emotional Intgelligence and evaluates your emotional intelligence skills to aid in coping with difficult clients and situations within the clinic. Demonstrates how to analyze your own levels of Emotional Intelligence from self-assessment, changing the way in which you react, and reaching the optimism that change can occur and be sustained.
No materials needed.
Limited English Proficiency — Meeting the Challenge
Serving the needs of applicants and participants in the WIC Program is a challenge to every WIC clinic in Texas. This lesson covers the historical background and legal requirements of serving "LEP" clients. It shows the effectiveness of existing methods already in use, and details additional requirements and methods suggested for use in this on-going committment to great customer service.
No materials needed.
Meeting Client Needs
Reviews what is important to clients by exploring the reasons for their complaints regarding poor treatment, feeling ignored, humilitaed, confused, and overwhelmed, and why follow-up by clinic staff is "a promise to keep."
No materials needed.
Providing Great Customer Service Over the Phone
Interacting with WIC applicants and clients by telephone can be challenging. This interactive class uses live instruction and videotaped examples of ways you can provide great telephone customer service, handle stressful situations, and avoid "burn-out."
No materials needed.
Using Your Brain Advisers to Make Smart Decisions
Looks at how instinctemotion and logic play into the way we make decisions, including when we react to people and situations. Also discusses "people smart" strategies and how we can apply them to successfully interact and communicate at our work site.
No materials needed.
WIC Disability Issues and Civil Rights
Focuses on providing service to clients with disabilities. We will identify what is a disability; review laws that pertain to disability issues; discuss how we accommodate individuals with a disability; discuss disability etiquette; and review WIC policies that pertain to clients with disabilities. We will also review all civil rights policies that impact on WIC clinics and clinic operations. This course also includes some discussion on customer service issues related to clinic function and fulfills the annual civil rights–customer service requirements.-
Material Needed
- Activity Packet (178K, PDF) viewing information
*You will need the free Adobe Acrobat Reader to read PDF documents. Click on the icon below to download this program, if it is not already installed on your computer.
Last Updated July 18, 2007
| Contact Us | Compact with Texans | Homeland Security | Internet Policy | Site Map | Statewide Search | Texas Online |