Attachment C-Best Practices For Participant Contacts.pdf

Attachment C

Rev. 04/2024

PROCEDURES & BEST

PRACTICES

BREASTFEEDING PEER COUNSELOR PROGRAM

TABLE OF CONTENTS

Participants

Contacts

Prenatal Contacts

Postpartum Contacts

Breastfeeding Specialist Participant Contacts

Infographic Schedule

Prenatal Schedule

Post-Partum Schedule

Documentation

Communication

Between WIC staff and PC

Zendesk/Textline

Errors

Contact Report

Activity Reports

Instructions for Completing Weekly Activity Report

Instructions for Completing Monthly Activity Report for PC

Instructions for Completing Monthly Activity Report for Breastfeeding Specialist

Website

Adding/Editing an Article

Participants

A woman is eligible for the BFPC program if she is certified on WIC and has a category of PG, BE, or BP

- as long as she is nursing or pumping at least once per day.

Each Peer Counselor (PC) should maintain a complete list of all your participants. An excel spreadsheet template is available that provides an estimate of when future contacts will be made. This list can also provide any pertinent information about the participants and notes to yourself.

This is for your purposes only, there are no requirements regarding your participant list.

Contacts

Prenatal Contacts

● Contact with pregnant moms is done as early in pregnancy as possible.

● It is recommended that the referral should be received after the first prenatal visit with WIC staff.

● See the infographic section below for which image(s) should be included at which time frame.

● When participants are referred close to their due date the following infographics have been designated as those most important to share with mom over a period of a few weeks before the baby is born:

○ How will my body make breast milk

○ Babies are born with tiny tummies

○ Skin to Skin

○ Feeding Cues

○ What about the poop

○ Breastfeeding Positions

○ Latch Tips

○ Breastfeeding Video: www.naturalbreastfeeding.com

● It is important to find out when the baby is born as close to birth date as possible so that appropriate infographics can be forwarded.

○ If you do not hear from the mom and WIC-IT does not have it noted that the baby has not been born on Due Date, send a message like:

■ “I just wanted to remind you of a few important things to keep in mind after your baby is born…#1 Skin to Skin! Babies love this and so does your milk supply – SO good for you both. #2 Tiny Tummy! Baby has a tiny tummy and only needs a small amount per feeding the first few days (your colostrum is enough). #3

Watch Baby! Watch baby’s feeding cues and offer breast early & often – don’t wait for baby to cry, watch for the first cues given (baby will eat 8-12 times in 24 hours). #4 Reach Out! Text or call me anytime-I’m here to help you succeed!”

○ If you do not hear from the mom and WIC-IT does not have it noted that baby has been born 3 days past due date, send a message like:

■ “Hey, I just wanted to remind you to call and let the WIC office know when baby arrives so you can set up an appointment to get you both recertified.” \

■ Start sending infographics according to the breastfeeding schedule EXCEPT the congratulations infographic. Send that when you know the baby has been born.

○ Record the message sent on due date under PN#3 in the first attempt. After that, record contacts under the PP screens as assigned.

■ To do this without WIC staff changing the participant status, enter the EDD in the ADD field and update when you know the baby’s actual birth date.

http://www.naturalbreastfeeding.com/

Postpartum Contacts

● Moms call the WIC office or text their breastfeeding peer counselor when their baby is born or you may find out by your regular contact. Each participant will be different.

● PCs are able to schedule in-person meet-ups at the WIC office if mom would like help with latching the baby. These can also be done via Zoom.

● If WIC staff visit with a participant and learn that they have not been in contact with a Peer

Counselor, staff should be notifying the PC by email or phone of the need to visit with the participant.

● If a PC is having difficulty contacting a participant through Zendesk/Textline, an alert can be entered into participant’s SDWIC-IT file so that when WIC staff visit with the participant they can notify the PC of any updated contact information.

● Consider sending the routine information 3-5 days prior to the required contact if it involves anticipatory guidance like a growth spurt.

Breastfeeding Specialist Participant Contacts

● Maintain Participant Contact Log weekly including:

○ Client ID Number, First Name and Last Name initial

○ Date and time of contact and how contact was made

○ Comment field is reason for contact and document if follow-up is needed and when

● PCs can request assistance from the Breastfeeding Specialist at any time. The Breastfeeding Specialist can answer questions and address concerns to help the PC with situations within their scope of practice. A formal referral is only needed when the breastfeeding situation is beyond the PCs scope of practice.

Infographic Schedule

The below schedules are to be used to contact participants at specific times with exact information to provide anticipatory guidance and education.

Additional infographics have been created for specific situations. See available infographics here: Google Drive > BFPC Program > Infographics.

Prenatal Schedule

· 2nd month prenatal:

● Introduction

● Reasons to Breastfeed,

● Video: naturalbreastfeeding.com (also available in Spanish)

· 3rd month prenatal:

● Benefits of Breastfeeding

● How will my body make breast milk

● Spanish video – Breastfeeding benefits

· 4th month prenatal:

● Set a Breastfeeding Goal

● Myths & Facts (Spanish video – Breastfeeding Myths)

· 5th month prenatal:

● Babies are born with tiny tummies http://naturalbreastfeeding.com/ https://vimeo.com/536468612 https://youtu.be/1vXTBF4VTfI https://youtu.be/2QLeq8AtPYU

● Newborn milk

● Spanish video - How Breast Milk is Produced

· 6th month prenatal:

● Skin to Skin

● Plan for breastfeeding success

● Pumping at Work – Accommodation Form (as needed)

● Spanish video – The importance of the first hour after childbirth w/breastfeeding

· 7th month prenatal:

● Paced Bottle Feeding

● Feed your baby early and often

● Spanish video – Pace Feeding Instructions

· 8th month prenatal:

● What about the poop

● Is baby getting enough breastmilk

● Spanish video – How often to breastfeed

· 30 days to EDD:

● Breastfeeding positions

● Latch Tips

● Spanish video – Some positions to try to breastfeed

· 14 days to EDD:

● Caution

● What’s Normal

· 1 week to EDD:

● A message for Visitors

● Formula boobie-trap

Post-Partum Schedule

· 24 hours:

● Feeding Cues

● When Should I ask for help?

● Time to Breastfeed

· 3-5 days:

● Hand Expression

● Engorgement

● Pumping

· 1 week:

● What in the world is a growth spurt

● Maintain milk supply

· 10-13 days:

● Why babies cry

● Not feeling like yourself

· 2-3 weeks:

● 3 week growth spurt

● Does your baby spit up

· 1 month:

● Returning to school or work

● Your pumping rights

● Storage guidelines

● Cleaning pump parts.

● HUG your baby info: Protein change[PS1] [DT2] [DT3]

● Spanish video – Dept. of Labor ‘Pumping Rights at Work’

· 6 weeks:

● Growth spurt reminder https://youtu.be/64J3JbgOsag https://youtu.be/uDVzgvjOwr4 https://youtu.be/WAd1cLePLbU https://youtu.be/WAd1cLePLbU https://youtu.be/kdC_SvO6fXA https://youtu.be/3Ioik8PPH3o

● Breastfeeding Rights in Public

· 2 months:

● Keep up the good work

● HUG your baby info: Breasts feel less full

· 3 months:

● It’s growth spurt time

● Skin-to-skin

· 4 months:

● Is baby ready for food?

● Breastfeeding & Teeth

● HUG your baby info: Discontinue swaddling

· 5 months:

● Distracted nursers

● Nursing strikes

· 6 months:

● Growth spurt reminder

· 9 months:

● HUG your baby info: Anticipate temporary sleep disruptions and separation anxiety due to developmental changes (Enjoy baby’s attachment to you!)

· 10 months:

● HUG your baby info: night time comforting

· 11 months:

● HUG your baby info: temporary sleep disruption

· 12 months:

● You are a breastfeeding Rockstar

● Survey

● Weaning

Documentation See Policy for documentation requirements.

Documentation should be:

● Clear, concise, and organized.

● Complete and correct so that it creates an accurate picture of the participant and the conversation.

Where to document:

● Record regularly scheduled contacts (infographics) that you have sent in the PC Tracker of WIC-

IT.

● When contact with a participant is to discuss and resolve a breastfeeding issue, an overview of the conversation will be entered into the breastfeeding notes in WICIT. Use no abbreviations and include the PCs initials at the end of the entry.

Communication

Between WIC staff and PC

Email or call the WIC staff:

● With any pertinent information about the participant

○ Inform of any miscarriages

○ Inform when baby is born

○ Updated contact information

○ Moved within the state or out of state

○ Quit breastfeeding or changed breastfeeding status

● Questions that the participant has that you as the PC can not answer

● If you refer the participant to WIC for any reason

Local Agency or Region Meetings

● PCs are welcome to (and encouraged to) attend WIC staff meetings

● Remind staff to refer all PG and BE/BP participants to the BFPC program

● Address any questions the WIC staff may have

● Communicate plans for promotion and support of the BFPC program

● Any other relevant breastfeeding topics you’d like to discuss

Zendesk/Textline

Errors

There are many different types of error messages that you may receive in Zendesk/Textline. Examples are Unreachable, Carrier Error, Unknown error, etc. Double check the participant contact information in

WIC-IT. If it has the same information you were using, use the following steps:

1. Try to send the message again without an infographic (or link)..

a. If the message goes through, ask them how they would like to receive the infographics (or linked content) - email or mail.

2. If it still doesn’t go through, try to send the message again in a couple of days or the following week.

3. Participants run out of minutes so it is important to try a different day of the week or even a different week of the month.

4. If your message does not go through the 2nd month in a row and WIC-IT doesn’t have an updated contact number, set an alert to let the WIC staff know you are having trouble contacting them.

Again, repeat step 2.

5. If your message does not go through the 3rd month in a row and WIC-IT doesn’t have an updated contact number, set an alert to let the WIC staff know you are having trouble contacting them and that you are closing their file. WIC staff can share this information with them and ask if they want to continue with the program and if so, staff will forward the updated contact information to you.

Most important part to remember is that there is a difference between a participant not responding/replying to your messages and messages not going through. A participant is NOT closed out due to not responding/replying to messages as long as they are an active pregnant or breastfeeding WIC participant.

Contact Report

To access the number of contacts per PC:

1. Select the four squares in the upper R corner.

2. Select Explore from the dropdown

3. On the Dashboard Page, Select Zendesk Support

4. Select Assignee Activity from the tabs at the top.

5. Select the "Time" Box and adjust the date accordingly. You can use "Simple" to easily select the time frame or "Advanced" to enter a date range.

6. Scroll down until you see Assignee Activity and solved tickets.

To Filter Through Closed Tickets

To access the number of closed tickets for individual PC’s during a specific time period:

1. Select “Closed Tickets” under the “Views” heading in Zendesk and click “Filter”

2. Fill in filter settings as desired. Type PC’s name in the “Assignee” box and select. Then click “Apply filters”.

3. A list of the selected PC’s tickets fitting the criteria is isolated.

Activity Reports

Instructions for Completing Weekly Activity Report/Time Sheet

● Week Date: Enter the dates of the week reported. The dates on your timesheet will be Saturday through Friday.

● Local Agency: Enter the name of the town where you live.

● Total Hours: The excel spreadsheet has a formula entered in this cell.

● Date: Enter the date for each day of the work week starting with Saturday.

● Zendesk/Textline: Indicate the amount of time spent contacting participants and working within these two softwares.

● Group/Class: Indicate the amount of time spent conducting or participating in a group class or support group.

● Virtual Help Desk: Any time spent working with the website. Adding to the community forum, monitoring the forum, updating or creating articles, etc.

● Face to Face: Indicate the amount of time spent with a participant in person.

● Zoom: Indicate the amount of time spent with a participant via Zoom. This would be one-on-one time, as Zoom classes or support groups would be counted under ‘Group/Class’.

● Other Contact: Any time spent in another form of contact with a participant.

● Training/Inservice: The amount of time spent attending BFPC Program meetings, conference calls, WIC conferences, Peer Reviews, or any other training, as approved.

● PC Promotion Activity: Any time spent promoting the BFPC program or breastfeeding in general. Any time creating/updating infographics or promotional materials. An example of this would be helping the local WIC office with National Breastfeeding Month activities.

● Consultations: The amount of time spent communicating with the Breastfeeding Specialist and WIC staff regarding a participant. Or time spent communicating with the Breastfeeding Specialist about a specific breastfeeding topic/issue.

● Clerical/Admin: Time spent checking emails, reading through the group text thread, communicating with BFPC program staff regarding general procedures not related to a specific participant.

● Research: Time spent researching a specific breastfeeding topic. Time for this category is limited to 0.5 hours per week unless prior approval is given from Growing Up Together.

● Comments: Add any comments or details to what you were working on.

All time should be documented in increments of 15 minutes (15 minutes = 0.25 for a quarter of an hour).

Be sure to ‘sign’ your name at the bottom of each week by typing in your full name.

Instructions for Completing Monthly Activity Report for PC

● Using the Zendesk Contact Report, fill in the blanks regarding how many contacts you have had during the month.

● Provide narrative information for:

○ Outreach

○ Miscellaneous

○ Impact on Area/Participants: summarize conversations or provide participant quotes

○ Trainings attended

Instructions for Completing Monthly Activity Report for Breastfeeding Specialist

● Using your contact logs, fill in the blanks regarding how many contacts you have had during the month.

● Provide narrative information for:

○ PC monitoring in Zendesk

○ PC Mentoring

○ Impact on Participants

○ New Ideas/Recommendations for Program Improvement

○ Requests/Concerns

○ Training Development

○ Training Presentations

○ Meetings Attended

○ Miscellaneous

Website

Adding/Editing an Article Tracking document for all website articles.

https://docs.google.com/spreadsheets/d/1NO3l9vBLtCtG_AXzjlthMyRvtzrGkb4X/edit?usp=drive_link&ouid=115819316157233259182&rtpof=true&sd=true

1. The author takes ownership of the article and creates a rough draft.

2. Author sends the draft to the whole group to give everyone the opportunity to review, with a deadline on when suggestions need to be made. Not all need to review if they don’t have time or don’t want to.

3. The author uses her best judgment on what suggestions to implement, after carefully considering them all, and makes edits to the article.

4. Author sends the final draft to Alicia for approval. Alicia has the authority to edit the final draft as needed.

5. After approval by Alicia, the author sends it to Jennie for grammar review.

6. After Jennie's approval, the author sends to Stacy for final approval. Stacy also has authority to make changes to this final draft.

7. Send to Carolyn for Spanish translation.

8. Once the article has gone through all stages of approval, the author will post to the website. (Post as Alicia if out of PC scope.)

9. Update the spreadsheet and move this article from 'Proposed' sheet to 'Current' sheet.