WIC Training Resources for Support Staff

Customer service is critical in making our participants and families feel welcome and comfortable. Our WIC Support Staff are the often the first face that families see when they arrive at WIC or the voice they hear when they call. Following are resources to assist support staff as they continue to be a vital part of offering quality services at WIC.

Customer Service Resources

• Using Active Listening in Workplace Situations (USDA/WLOL)
• Telephone Communications (Altarum)
• Dealing with Difficult People (Altarum)
• Communication Skills for Dialoguing Across Difference (edX) Choose the ‘audit course’ option.
• Communicating with Participants (USDA/WLOL)
• Customer Service and Conflict Resolution (Louisiana WIC)
• Training Videos - WIC Customer Service (Arizona WIC - YouTube)
• Communication and Counseling Over the Phone (PDF) (MDH WIC)
• Sign up for the Learning Dynamics Newsletter CUSTOMER SERVICE NOTES FOR WIC
  • Send name and email address to info@learningdynamics.com.

NOTE: The trainings above are also found on the New Staff Training Plan.

• Pre-Recorded: A Date with the Telephone Doctor: Golden Nuggets of Communication and Customer Service (Found on the MDH Learning Center)
• Confronting your Assumptions (WLOL/USDA)

Breastfeeding Resources

• WIC Breastfeeding Curriculum
  • Level 1 Self-Study (Found on the MDH Learning Center)
• Breastfeeding Promotion (PDF) (MDH WIC)
• Breastfeeding 101 (PDF) (USDA)- Topic areas Breastfeeding Basics, Breastfeeding Benefits, Common Challenges, How Breastmilk is Made
• WIC Breastfeeding Support: How Front - line Staff Promote Breastfeeding (PDF) (MDH WIC)
• Staff and Supervisor Discussion Tool - How Front-line Staff Can Promote and Support Breastfeeding (Word) (MDH WIC)

NOTE: The trainings above are also found on the New Staff Training Plan.

• Great Lakes Breastfeeding Webinars (Michigan Breastfeeding Network)
• Springfield Urban League Inc. Distance Learning

Additional Training Resources

• MN WIC Calendar for Local Agencies
• WIC Nutrition Continuing Education
• WIC Lactation Continuing Education
• Topic of the Month - WIC Memos