VT WIC Training Slideshow 2010

Vermont WIC Program : 

Vermont WIC Program Retail Vendor Training

What is WIC? : 

What is WIC? WIC is a public health nutrition program for Women, Infants and Children. It is regulated at the federal level by the USDA. The program is operated by the Vermont Department of Health through the District Health Offices.

Who Can Be A WICParticipant? : 

Who Can Be A WICParticipant? Must belong to a specific category: Pregnant, breastfeeding, and postpartum women Infants Children up to the age of 5 Vermont resident Meet income guidelines Have a nutritional risk determined by a qualified nutritionist and/or nurse

What Does WIC Provide For Its Participants? : 

What Does WIC Provide For Its Participants? Nutrition & health counseling and education Breastfeeding support Referrals to health care and other programs Nutritious foods

How Does WIC Provide Food to Participants? : 

How Does WIC Provide Food to Participants? WIC staff prescribe specific foods to meet each participants’ needs. Most WIC foods are delivered to participants’ homes (VT is only state with home delivery) Fruits and vegetables (only) are available through authorized retail grocery stores Participants are issued VT WIC Fruit and Veggie EBT cards to use at authorized stores The stores are reimbursed for the value of the fruits and vegetable purchased. VT WIC estimates total fruit and vegetable benefits issued in VT will exceed $1 million per year.

Authorized Retail Vendors : 

Authorized Retail Vendors WIC participants can shop at ANY authorized WIC retail vendor (VT and certain stores in NH/VT/NY border towns) Authorized stores are identified by official WIC decals and posters.

What is the role of the WIC Vendor? : 

What is the role of the WIC Vendor? 1. Stock approved WIC foods 2. Properly conduct transactions 3. Provide good customer service

1. Stock Approved Foods : 

1. Stock Approved Foods Authorized vendors must maintain adequate stock to offer the following: Two kinds of fresh fruits and Two kinds of fresh vegetables and Two kinds of frozen or canned fruits and Two kinds of frozen or canned vegetables.

2. Properly Conduct WIC EBT Transactions : 

2. Properly Conduct WIC EBT Transactions WIC uses a separate card, but same EBT system as SNAP/food stamps VT WIC EBT card + valid PIN = fruit and veggie eligibility. No other ID required. No REFUNDS are ever involved in a WIC transaction No refunds for returned food – either in cash, credit or applied back to the WIC EBT card WIC allows and encourages Split Tender

The WIC EBT Transaction : 

The WIC EBT Transaction Participant shows card to cashier Participant swipes card and enters PIN Cashier scans/rings up authorized foods Participant approves total Cashier gives receipt to participant

The WIC EBT Transaction : 

Because WIC is piggy-backing on the food stamp EBT system . . . Use the “Food Stamp” or “EBT” key just as you do for food stamp transactions. Receipts and messages will say “Food Stamps” for balances, etc, but transaction is actually using the WIC account and balance. The WIC EBT Transaction

WIC Approved Foods : 

WIC Approved Foods Consult the Cashier Guide Any fresh, frozen or canned fruit or vegetable, except: No white potatoes No added sugar, fats, oils, sauces No fruit or vegetable juices No dried fruits, nuts or herbs No single servings, party trays or prepared meals Canned green/yellow beans only. No canned “dried” beans (kidney, black, garbanzo, etc) No salsa, stewed tomatoes, cooked sauces No pre-cooked fruits and vegetables. Grocer ECR/scanner systems may be programmed to distinguish approved/unapproved foods Shelf tags (“VT WIC Approved Food”) are available

WIC Approved Foods (cont.) : 

WIC Approved Foods (cont.) No other part of WIC food package can be purchased in a retail store. Milk, bread and other items will continue to be home-delivered. SEASONAL tips: Any type of fresh pumpkin IS approved Canned pumpkin IS approved, but not pumpkin pie filling (or any fruit pie filling) Fresh or frozen cranberries: YES. Cranberry sauce: NO.

The WIC EBT Transaction : 

The WIC EBT Transaction If the purchase amount is greater than benefits on the card, the participant may use another payment source or not purchase the food. (Split tender) If participant forgets PIN, she can call Customer Service number on back of card (toll-free, 24/7)

How WIC transaction differs from SNAP EBT : 

How WIC transaction differs from SNAP EBT WIC EBT card is good ONLY for approved fruits and veggies NO refunds for returned WIC foods. Only exchanges are allowed. NO manual voucher if EBT system is down. WIC EBT card cannot be used in self-checkout lanes. Foods must be approved by cashier. WIC benefits expire after one month.

3. Good Customer Service : 

3. Good Customer Service Offer WIC participants the same courtesies offered other customers, including store bonus or savings cards, manufacturer and store savings coupons, and “buy 1, get one free” promotions Respect WIC Program participation confidentiality No PA announcements (“Need help for WIC on lane #4!!”) Not discriminate against program participants, parents or caretakers of infant or child participants, and proxies, based on race, color, national origin, age, sex, or handicap

“What if ... ?? : 

“What if ... ?? Participant forgets PIN number? Participant can call Customer Service 24/7 for PIN problems: 1-877-373-8715 After three wrong PIN attempts, participant will be “locked out” until end of day or until she can call Customer Service for “reset.”

“What if ... ?? : 

EBT system won’t read WIC card Cashier may manually enter card # Participant should call Customer Service 24/7 for any card problems: 1-877-373-8715 Encourage participant to call for a new card. “What if ... ??

“What if ... ?? : 

Participant included non-approved food item in purchase Explain the item is not an approved WIC item. Show Cashier Guide to participant if necessary. Ask participant if she wants to include item in non-WIC purchase. “What if ... ??

“What if ... ?? : 

I’m not sure whether something is an approved item or not Consult the Cashier Guide If you aren’t sure, manager is encouraged to call VT WIC State Office:1-800-649-4357 “What if ... ??

Slide 21: 

Purchase price exceeds available WIC benefits System will return “rejected” message and available balance Participant has choice: Remove item(s) Use other method of payment Not purchase items “What if ... ??

“What if ... ?? : 

The POS and ECR messages and receipt say “food stamps,” instead of WIC . . . This is because WIC is piggy-backing on the SNAP/food stamp EBT system . . . Receipts and messages will say “Food Stamps” for balances, etc, but transaction is actually using the WIC account and balance. “What if ... ??

“What if ... ?? : 

EBT or cash register system is “down” WIC participant will have to come back another time or use another source of funds for purchase Do NOT use SNAP manual vouchers for WIC benefits. Only use SNAP manual vouchers if participant has SNAP card. “What if ... ??

“What if ... ?? : 

The WIC EBT system doesn’t seem to be working properly Call your processor or the WIC EBT Help Line (eFunds): 1-800-831-5235 “What if ... ??

Monitoring and Compliance : 

Monitoring and Compliance WIC State Office will periodically monitor authorized vendors to ensure compliance with federal laws and state agreement Routine store visits Investigating complaints Closer monitoring of High Risk stores Training and/or follow-up contacts Educational buys Compliance buys (“secret shopper”)

Sanctions : 

Sanctions Violations of the WIC agreement are assigned points by degree of severity Stores can be suspended or disqualified Penalties affect both WIC and SNAP participation

Appeals : 

Appeals Notice of adverse action is given in writing by Vermont WIC Vendor has 15 days to appeal the decision (appeal must be in writing) During the hearing, the vendor and the WIC Program will each have the opportunity to: – Present their cases – Confront and cross-examine witnesses – Be represented by legal counsel

Appeals (cont.) : 

Appeals (cont.) Based upon the evidence, the decision for the adverse action either stands, is changed, or is overturned If a party is unhappy with the hearing decision, it can be appealed to a judicial review

Resources for Grocers : 

Resources for Grocers During the site visit you will receive: Vendor Handbook Cashier Training Video/DVD Cashier Guide to Approved Foods VT Authorized WIC Vendor decals and posters Participant Guide

Vendor Website : 

http://healthvermont.gov/wic/vendors.aspx You will find: Vendor Handbook Cashier Training Video/DVD Cashier/Manager Training PowerPoint FAQs Forms Order form for resources Site Visit Checklist Vendor Website

Vendor Handbook : 

Vendor Handbook Downloadable by chapter All Vendor Requirements EBT transaction details Troubleshooting and FAQs

Notify VT WIC when . . . : 

Notify VT WIC when . . . Ownership change or store closing (at least 30 days in advance) Name or address change (at least 30 days in advance) Manager or WIC contact changes Call us: 1-800-649-4357

Major Points to Remember . . . : 

Major Points to Remember . . . WIC is using the SNAP EBT system but there are important differences WIC is a health and nutrition program Only approved fruits and vegetables are allowed No refunds or manual vouchers, no use of self-checkout lanes Benefits expire at the end of the month

Major Points to Remember . . . : 

Civil Rights and Confidentiality requirements Monitoring and sanctions policies Major Points to Remember . . .

If you need assistance . . . : 

If you need assistance . . . Vermont WIC800-649-4357 Participant Customer Service877-373-8715 Retailer EBT Customer Service800-831-5235 http://healthvermont.gov/wic/vendors.aspx