Program Training 
Frontline Support (web based)

Course Length: Web based with completion time specific to person completing course
Target Audience: State and local agency personnel working in the support staff capacity with the Family Case Management and/or WIC programs in Illinois.
Course Description: This training has been designed to address the needs of those, new and experienced, who are involved in the daily support of the WIC and FCM programs. General topics to be covered include: Customer Service, Cultural Competence, Civil Rights, Breastfeeding Support, Interviewing Techniques, Dealing with Difficult Participants, Prevention Techniques and Integration. Program specific policies for income determination, participant eligibility, scheduling, etc. will also be covered. It is important to note that this training will cover programmatic issues only, and will not include a Cornerstone component.
Performance Objectives:
Upon completion of the course, participants will be able to:

• Identify the mission/goals of the WIC and FCM programs
• State 5 examples of good customer service practices
• Identify 3 practices for maintaining cultural competency
• Describe ways to deal with a difficult participant
• List the IDHS integration requirements
• State 2-3 outreach activities to locate clients
• Determine the eligibility requirements of WIC and FCM programs

Course Code: FRONT 

Contact Hours: RNs

This activity has been submitted to WNA CEAP for approval to award contact hours. Wisconsin Nurses Association is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation.

Universal Training Hours: 3

CPE: 3

Clock Hours (Social Workers): 3

Dates/Locations:

Web based beginning in 2009