Lactation Support Hotline Operator Job Description [Updated for 2025]

In today’s health-centric world, the focus on lactation support hotline operators has never been more important.

As the need for breastfeeding support continues to grow, so does the demand for compassionate professionals who can provide sound advice, encouragement, and assistance to new mothers.

But let’s delve deeper: What’s truly expected from a lactation support hotline operator?

Whether you are:

• A job seeker looking to understand the core of this role,
• A hiring manager outlining the perfect candidate,
• Or simply interested in the behind-the-scenes of lactation support services,

You’re in the right place.

Today, we present a customizable lactation support hotline operator job description template, designed for straightforward posting on job boards or career websites.

Let’s dive right in.

Lactation Support Hotline Operator Duties and Responsibilities

Lactation Support Hotline Operators provide guidance and information to breastfeeding mothers.

Their main goal is to help mothers understand and overcome any breastfeeding challenges they might be facing.

The duties and responsibilities of a Lactation Support Hotline Operator include:

• Answer calls from breastfeeding mothers seeking advice or support
• Provide appropriate information and advice about breastfeeding techniques and challenges
• Refer mothers to other health professionals or resources when necessary
• Provide reassurance and emotional support to callers
• Record details of calls for documentation and follow-up purposes
• Maintain up-to-date knowledge on breastfeeding guidelines and best practices
• Ensure confidentiality of caller information
• Participate in ongoing training and professional development in lactation support

 

Lactation Support Hotline Operator Job Description Template

Job Brief

We are seeking a compassionate and knowledgeable Lactation Support Hotline Operator to provide 24/7 support and advice to mothers and caregivers.

The primary responsibility is to help callers with issues related to breastfeeding such as latching techniques, milk supply, breastfeeding positions and the management of common breastfeeding problems.

The ideal candidate is an International Board Certified Lactation Consultant (IBCLC) or Certified Lactation Counselor (CLC), with exceptional communication skills and a deep understanding of the breastfeeding process.

 

Responsibilities

• Answer incoming calls and provide immediate lactation support
• Assess caller’s needs and provide appropriate advice
• Guide callers through breastfeeding techniques and troubleshooting common issues
• Refer callers to appropriate healthcare professionals when needed
• Maintain confidentiality of all caller information
• Keep accurate records of call content and follow-up actions
• Stay updated with the latest lactation research and guidelines
• Participate in ongoing training to enhance lactation knowledge and counseling skills

 

Qualifications

• International Board Certified Lactation Consultant (IBCLC) or Certified Lactation Counselor (CLC) preferred
• Experience in a healthcare or counseling environment
• Strong communication skills, with ability to communicate effectively with diverse populations
• Ability to remain calm and supportive in stressful situations
• Basic computer skills and ability to accurately document call information
• Ability to work flexible hours, including nights and weekends

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Lactation Support Hotline Operator
• Work Environment: This position is primarily remote with occasional in-person meetings and trainings.
• Reporting Structure: Reports to the Lactation Support Hotline Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $60,000 maximum
• Location: Remote
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Lactation Support Hotline Operator Do?

A Lactation Support Hotline Operator provides professional advice and guidance to new mothers who are experiencing difficulties with breastfeeding.

They work as part of a support team, usually in hospital or health care settings, and are also accessible via phone or online platforms.

Their primary role is to listen to the concerns of new mothers, empathetically providing advice and solutions related to issues such as latching problems, low milk supply, pain during breastfeeding, and more.

They may also provide education and information about the benefits of breastfeeding, and help mothers create a breastfeeding plan that suits their individual needs and lifestyle.

In some cases, a Lactation Support Hotline Operator may refer callers to local resources or healthcare providers for further help.

Their work requires a deep understanding of breastfeeding techniques, the anatomy of the breast, and how different factors can influence lactation.

They play a crucial role in promoting the health and wellbeing of both mothers and infants through breastfeeding support.

 

Lactation Support Hotline Operator Qualifications and Skills

A Lactation Support Hotline Operator should possess certain skills and qualifications to effectively assist and guide callers, such as:

• Knowledge of breastfeeding and lactation processes, being updated with the latest breastfeeding techniques, and various challenges faced by breastfeeding mothers.
• Excellent communication and listening skills to understand callers’ queries and concerns, and provide clear, effective advice.
• Ability to handle sensitive topics with empathy and patience to comfort and support callers.
• Problem-solving skills to address a variety of breastfeeding issues, from latching difficulties to dealing with low milk supply, and provide practical solutions.
• Customer service skills to ensure each caller is treated with respect, professionalism, and understanding, while providing prompt and accurate responses.
• Ability to provide emotional support and reassurance to callers, many of whom may be dealing with stress or anxiety related to breastfeeding.
• A background in health care, nursing, or a related field can be beneficial, and specific training or certification as a lactation consultant is often required.

 

Lactation Support Hotline Operator Experience Requirements

Entry-level Lactation Support Hotline Operators generally require a basic knowledge of breastfeeding support, often gained from relevant study areas like nursing, midwifery, or health education.

Experience in these fields, even if it’s an internship or part-time role, can be beneficial.

Operators usually need to be certified as International Board Certified Lactation Consultants (IBCLC).

This certification includes a theoretical component and a requirement of around 1000 hours of practical lactation support experience.

Operators with more than 2 years of experience in lactation support are often expected to have more advanced knowledge of breastfeeding techniques, problem-solving skills, and a deeper understanding of lactation physiology.

These skills can be gained through professional roles such as Lactation Consultant, Clinical Lactation Specialist, or Breastfeeding Educator.

Those with more than 5 years of experience may have experience in managing or leading breastfeeding support groups or lactation departments, and are thus equipped to handle complex cases or provide guidance to less-experienced staff.

Additionally, they may be ready for a supervisory role within the hotline service.

 

Lactation Support Hotline Operator Education and Training Requirements

Lactation Support Hotline Operators typically require a high school diploma or equivalent education.

It’s highly recommended for them to complete a bachelor’s degree in nursing, health science, or a related field, although this is not always a requirement.

A critical requirement for Lactation Support Hotline Operators is the International Board Certified Lactation Consultant (IBCLC) certification.

To acquire this certification, candidates must complete a lactation-specific educational program that includes both coursework and a specific number of clinical hours working with breastfeeding mothers.

In addition to the certification, potential operators should have experience in a health care setting, and preferably in maternal and child health.

Knowledge in infant nutrition, childbirth, and postpartum care is also essential.

Additionally, excellent communication skills are required to effectively convey breastfeeding techniques and information over the phone.

Operators should also be knowledgeable about relevant health privacy laws, such as the Health Insurance Portability and Accountability Act (HIPAA), to ensure the privacy and confidentiality of the callers.

Many operators also pursue ongoing education in the form of workshops, webinars, or additional certification courses to stay updated with the latest developments in lactation support and breastfeeding best practices.

 

Lactation Support Hotline Operator Salary Expectations

A Lactation Support Hotline Operator can expect to earn an average salary of $35,000 (USD) per year.

This figure can vary based on factors such as geographical location, years of experience in the field, and the specific organization they work for.

 

Lactation Support Hotline Operator Job Description FAQs

What skills does a Lactation Support Hotline Operator need?

Lactation Support Hotline Operators should have excellent communication and listening skills, as they often have to comfort and advise new mothers who may be feeling stressed or overwhelmed.

They should have a deep understanding of breastfeeding techniques, common issues, and solutions.

They should also be empathetic, patient and professional when handling sensitive or emotional calls.

Basic technical skills to handle hotline systems are also necessary.

 

Do Lactation Support Hotline Operators need any specific qualifications?

Typically, a Lactation Support Hotline Operator will need to be an International Board Certified Lactation Consultant (IBCLC) or a Certified Lactation Counselor (CLC).

Some positions may require a nursing degree or a background in health or child care.

Experience in customer service or counseling can also be beneficial.

 

What should you look for in a Lactation Support Hotline Operator resume?

Firstly, you should look for certification or education in lactation counseling, such as an IBCLC or CLC credential.

Additionally, experience in a call center or customer service role, particularly in a healthcare setting, is a good sign.

It’s also important to look for indications of strong communication and interpersonal skills, as well as the ability to handle sensitive situations.

 

What qualities make a good Lactation Support Hotline Operator?

A good Lactation Support Hotline Operator is compassionate, understanding, and patient, as they frequently deal with callers who are anxious or upset.

They should have excellent communication skills to convey information and advice clearly.

Knowledge of breastfeeding techniques and the ability to troubleshoot common issues is crucial, as is cultural sensitivity to serve a diverse caller base.

 

What are the challenges in hiring a Lactation Support Hotline Operator?

Hiring a Lactation Support Hotline Operator can be challenging as it requires finding someone with a unique combination of technical knowledge and strong people skills.

It’s also important to find someone who can handle the emotional toll of dealing with distressed callers.

Ensuring the candidate has the necessary certification and experience can also be a challenge.

 

Conclusion

And there you have it.

Today, we’ve shed light on what it truly means to be a Lactation Support Hotline Operator.

Surprised?

It’s not just about answering calls.

It’s about nurturing motherhood, one phone call at a time.

Armed with our go-to Lactation Support Hotline Operator job description template and real-world examples, you’re ready to embark on this journey.

But why stop there?

Explore further with our job description generator. It’s your tool for crafting accurate job listings or polishing your resume to perfection.

Bear in mind:

Every call taken is a step towards supporting another mother.

Let’s nourish this journey of motherhood. Together.

How to Become a Lactation Support Hotline Operator (Complete Guide)

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