DIRECT AWARD - 24 / 7 LACTATION HOTLINE

2026-11-03

Goal : By providing a 24 / 7 West Virginia WIC Lactation Hotline that is available through phone , text and / or video platform without the barrier of having a username and password to access the service , ABN ' s goal is to provide easily accessible lactation support that meets the needs and contact preferences of WIC participants in West Virginia . As some more rural areas of the state are not equipped with credentialed lactation consultants ( CLC , CLS , CBS , IBCLC , etc ), ABN will deliver real - time breastfeeding education and support in the pregnant and postpartum period regardless of one ' s geographical location which can negatively impact access to care . Through this partnership , our goal is to ultimately begin to change the landscape of breastfeeding initiation and duration rates in West Virginia one mother at a time . Activities : Development and Production of Marketing Materials 1 ) ABN Marketing Specialist and project lead will collaborate with ONS in the development and approval of all marketing materials , ensuring that Department of Health ( DH ), ONS , WIC brand guidelines are met and materials are distributed statewide . Please refer to Appendix II for the detailed marketing plan . 2 ) ABN will design , print and ship custom , co - branded marketing materials directly to the ONS office or Local Agency WIC clinic site upon request . 3 ) ABN in collaboration with ONS will design , host and maintain a custom FAQ webpage where WV WIC participants can learn more about their unique 24 / 7 Lactation Hotline . 4 ) ABN in collaboration with ONS will design and distribute all digital marketing materials . These materials will be visible on the ABN participant - facing webpage as well as be shared across the various digital platforms that WV WIC is currently using ( WV WIC website , WIC Shopper app , Brush Art website ). 5 ) ABN in collaboration with ONS will design a custom WV WIC staff landing page that is password protected . This webpage will be hosted and maintained by ABN and include all WV WIC hotline information , trainings and options forthe online ordering of co - branded marketing materials . 6 ) ABN in collaboration with ONS ( and agreed upon between parties ) willdevelop social media ads that inform WV residents and WIC participants of the hotline through Facebook and Instagram . Prior to release , ONS will facilitate DH Communications Approval . Once approved , ONS will be responsible for distributing social media ads to Local Agency clinics . 7 ) ABN in collaboration with ONS ( and agreed upon between parties ) will develop search engine ads that inform WV residents and WIC participants of the hotline through Google and Bing . Further details are outlined in Appendix II . Technology and Operations 1 ) Upon award of the contract , ABN and ONS will hold a contract acceptance meeting where an annual timeline will be created that outlines the deliverables set forth in this Statement of Work . This will include timeline for the ' Appalachian LATCH Leader ' Training , marketing and social media timeline , dates for monthly meetings , etc . 2 ) ABN will work with Ooma Office to create a custom phone number specific to WV WIC . Ooma is a state of the art VolP phone service provider for business and residential use . Services include phone , video and messaging solutions customizable for any size business . 3 ) ABN 24 / 7 Lactation Hotline for West Virginia WIC will go live on January 1 , 2026 . 4 ) ABN will provide unlimited utilization of Lactation Hotline for WV WIC participants and staff . The Lactation Hotline will be operational 24 hours per day , 7 days a week , including holidays . 5 ) ABN will provide live call responses by certified lactation professionals . The hotline will have voicemail capabilities as well as alternatives to telephone support including but not limited to text messaging and video chat . 6 ) Following the live call / text chat , ABN staff will provide relevant supplemental handout information sent directly to the participant via text message . 7 ) Calls and interactions with participants will be tracked and documented through a secure , online form . Personal Health Information ( PHI ) data will then be encrypted using the File Transfer Protocol ( FTP ) site , Jotform and securely shared via email . ONS Clinic Services Division Director , WIC Breastfeeding Coordinator , and WIC Research Coordinator will receive the ' Weekly Data Reports ' each Monday . 8 ) An IBCLC with ABN will provide a follow - up call 24 - 48 hours following the initial interaction . 9 ) Hotline operators are given the necessary references and referrals in order to provide WV WIC participants with the best quality and continuity of care . 10 ) The hotline will provide language interpretation as needed through Propio , available to translate 300 + languages , with video support for American Sign Language ( ASL ). 11 ) ABN will provide unlimited 24 / 7 access to two IBCLC / Mental Health Specialists . 12 ) ABN will provide unlimited technology support from the technology support team .

West Virginia

2026-05-02