LARC eWIC Training

Webinar - 2018

Conference Call #: 877-820-7831

Passcode: 381274#

February 2018

Build Competencies

I. Explain the main state expectations of their role and

responsibilities in order to have an effective Local Agency

Vendor Management Plan; including monitoring reviews of the

local agencies by state WIC.

II. Detail the locations of the main resources available to LARC,

stores and clients.

III. Be able to explain the store’s responsibilities to retailers.

IV. Describe the methods of resolving issues and tools available.

V. Take tips from other LA and incorporate into their Vendor

Management.

Agenda1) LARC Roles & Responsibilities

2) Store Responsibilities

3) Allowable Foods

4) eWIC

5) Complaints & Resolving Issues

6) Education of Participants

7) Fraud/Selling Formula

8) Violations & Sanctions

9) Routine Monitoring

10) Compass

11)WICShopper

12) Material Updates

13)Future Trainings

Resources

1) Retailer Handbook

2) CO WIC Program Manual

3) WIC’S WORLD

4) Compass Reports

5) Peg Ramirez for any materials or general questions

6) MJ, Cheryl, or your Nutrition Consultant

7) Website: www.ColoradoWIC.com

8) LARC Quarterly Calls

9) Weekly Digest

10) Other LARC

Annual Food Dollars for

FFY2017=$54 million,

$4.5 million monthly,

$150,000 a day,

…that’s a lot!!

Colorado WIC Program

• Completed statewide eWIC implementation November 2016.

• 84,654 WIC participants

• 38 local WIC agencies, 107 WIC clinics

• 454 total WIC-authorized retailers in Colorado• 148 King Soopers/City Market

• 104 Albertson/Safeway

• 85 Walmart

• 18 Target

• 25 small chains (Save-A-Lot, Lowes, etc)

• 68 independent stores

• 4 Commissaries

• 1 Pharmacy

• 1 Farmer

Local Agency Retailer Coordinator (LARC)

Responsibilities

State Retailer

Coordinator

Responsibilities (MJ)

Complaints•Initial & day-to-day routine complaints are resolved & documented in

retailer &/or participant file

•Ongoing or serious violations should be reported to MJ

•All Civil Rights complaints must be documented & forwarded to MJ/State

Office

•Coordinate the handling &

documentation of

retailer/participant complaints.

•Initiate undercover investigation to

detect non-compliance with Program

policies & procedures.

Issues/

Sanctions

•Local Agency is responsible for counseling, giving warnings or disqualifying

abusive participants

•Contact Store- Talk to the store manager

•Resolve & document OR send Problem Report Form to State

•Determine type & level of sanctions

to be assessed against abusive

retailers.

Visits•Monitor 1/3 of all stores every year

•Send completed Reports to MJ

•Follow-up with retailers as necessary & to ensure compliance

•Provide training to LARC

•Determine high-risk retailers

•Submit report to USDA annually

LARC Roles & Responsibilities• Roles & Responsibilities – Program Manual

• Providing general oversight of retailers within service area

• Visits

• Pre-authorization

• Orientation

• Monitoring

• Training

• Retailers

• New WIC educators & new LARC

• LARC to Educators: Explain foods, use of eWIC card, counsel, educate

Educators on importance of providing food delivery services to clients,

should relay issues or info re: stores or problems to LARC, document ppt

complaints in writing, get receipts/pictures.

• Interaction w/ Retailers

• Issues/Complaints

• Program Integrity

• Local Agency expert in WIC Retailer Coordination

LARC R&R

• Training Retailers

• Goal: retailer education and training to reduce errors, prevent abuse &

improve program services.

• Ability to deliver orientation/training/monitoring sessions to various

levels of retail staff.

• Retailer training is designed to be consistent statewide and may be conducted:

• 1. Initial Authorization-Pre-authorization visit

• 2. Annual Training-formats such as newsletters, DVD, etc.

• 3. Interactive Training-Routine Monitoring

• 4. Mandatory Training (for corrective action)

Retailer Files

Keeping detailed records is a key to effective coordination

between State, Local Agency & Retailers

Local Agencies are encouraged to keep files or track

communications

Most Importantly:

Find a method that works for you & stick to it. Use it to help

you go from good to great.

Store Responsibilities

• Training

• Knowing the violations, the foods, eWIC

transactions

• DVD or chain’s training intranet

• Keep Manual

• WIC’S WORLD- USE IT TOO LARC!

• 4 editions in 2016 & 3 editions in 2017

• State Office keeps copies of

Retailer Agreement

• Shelf Tags

• Shelf Prices- state must

receive every 6 months

• Minimum Stocking

Requirements

• How to order materials

Allowable Foods

o How determined- WIC Food Advisory Committee

o Specific in Foods List (Brand, Size, names, pictures, etc.)

o Helping Guide-Yogurt Helper, etc.

o Local agency & participant input/feedback/ideas

o Timing of next Foods List review: Early 2019

eWIC

• Approved Product List (APL)

• Troubleshooting

• Why pictures & receipts are important

• Patterns-common issues: what are some you see?

• Tools & resources

BE AN INVESTIGATOR!

Step 1: Check the benefit

balance and ask for a

pictureWIC Approved?

Issued to client?

Size too large for amount left?

Approved and missing from

APL? Send to us!

Check the updated benefit balance

Audit Trail will be

delayed a day or two.

Step 2: Get a

copy of the

receipt

What was paid for with

eWIC?

What was paid for out of

pocket?

Mid-transaction

Receipt

• Lets client see what will be paid for with

eWIC and the cashier to see beginning

balance to try to help.

• Why is there a remaining balance?

Why receipts are important

Help to investigate complaints or problems that are

reported w/ eWIC transactions.

Help answer ppt questions about what is being

covered by WIC

Help ppts stay aware of benefits remaining on

account

FAQ-Foods

If family is issued

“skim/1%” milk, this

full-fat item will not

go through.

-Store brand lactose free is in the APL.

-Always check the fat content—Lactaid is

tricky!

Gerber 2nd Foods are typically 2 packs

of 4oz containers

Gerber 1st Foods are typically 2 packs

of 2.5oz containers

New Yogurts Added!

We have heard your concerns & participants

struggling w/ finding approved ones in stores

Expanded the list of approved yogurts

Lifted the restrictions on sugar to match Federal

Regulations allow up to 40 grams of sugar/cup

8 new yogurts! See updated Yogurt Helper &

Weekly Digest article for more details

NEW YOGURT HELPER

Unit of Measure (???????)Milk:

Gal or Can?

Peanut Butter/Beans:

JBC or Jar or Can or

Bag?

On store receipts &

WICShopper App

Main message:

The word will not

affect family

benefits.

WIC item not in the APL?

1. Text a picture of the item bar code and label to

(720) 630-3391 (QUICKEST and EASIEST!)

2. Send an email to Melanie:

melanie.jacobs@state.co.us

3. Fill out the UPC Request Form on

www.ColoradoWIC.com

Did I mention we love

pictures…

APL on the Websitehttps://www.colorado.gov/pacific/cdphe/find-allowable-wic-foods

Check by UPC for the most accurate results!

Role as a LARC – Complaints

What types of problems should be handled by LARC?

LARC are responsible for:

• Resolving routine problems such as:

• Day-to-day complaints

• Occasional stocking problems (i.e., formula)

• Documenting complaints & follow-up actions; use Vendor Log in Compass or

Retailer/Participant Problem Report Form (optional)

• Referring ongoing & serious problems to MJ

When should MJ (State Office) be notified?

Notify MJ:

• When ongoing problems w/ a specific retailer

• When a Civil Rights Complaint is received

• Any time you have a question or concern about a store or program policies &

procedures

Resolving Issues

STORE

Retailer Complaints against a Participant

• What did the store manager say when you called?

• Document in Compass or file

• Counsel

If the retailer cannot resolve the conflict by informing the participant of the

proper WIC procedures, then the retailer needs to report the incident to

their LARC or use the Participant Complaint Form (PDF or online

electronically).

Once the report is received at the State office a copy will be forwarded to the

LA for follow-up. If report is submitted to LA, please forward a copy to State

Office (MJ).

Resolving IssuesPARTICIPANT

Participant Complaints about a Retailer

• Complaints or problems about a retailer are reported to LARC, who should contact the store

manager to discuss further, get details & resolve as able.

• What did the store manager say when you called?

• Encourage participants to relay what happens in stores. Having a detailed account with dates and

circumstances all documented in a logical order and presented to store personnel is very effective.

(REMEMBER: Do not report the participant name/information to a retailer.)

Formal Protocol & Procedure:

From Educator to LARC: Participants should be encouraged to discuss their experiences at the store

with their WIC Educator. If a participant relates a complaint or problem about a retailer, the

comments should be forwarded to LARC (such as by documenting issue via email or on Retailer

Problem Report online electronically).

In accordance with the Colorado Retailer Agreement, a retailer must treat the WIC customer with

the same respect and offer WIC participants the same courtesies as offered to other (non-WIC)

customers. If the WIC participant feels they have not been treated well, they may complete a

Retailer Problem Report form. The LARC will follow-up with the retailer concerning the complaint

and then forward the form to the State office for processing.

Education of WIC Participant

Training our Participants:

How well ppts understand their responsibilities for choosing

allowable foods and using eWIC properly.

Make sure ppts are aware of:1) Proper use of eWIC cards: shopping experience, impact of choosing non-WIC

foods for them (have to pay for or have voided).

2) Authorized Foods: educate on AFL, etc.

3) Penalties for improper behavior: no returns, store behavior: Prevention

4) Encourage ppt to relay what happens in stores; WIC might be able to improve

store service if we get enough info (dates, receipts, names, etc.).

***What information have you found most helpful for participants to know?***

Fraud/Selling FormulaFraud/Selling Formula

-Clinic Procedures for Endorser Misuse-see program manual

-Fraud Messaging: Tips for discussing potential program violations with

participants-handout

Violations & Sanctions

WIC has a system of sanctions to ensure that WIC customers receive the correct

nutritious foods prescribed for them. WIC-authorized stores, as well as WIC

customers, may be sanctioned if found to have committed violations abusing the

Program.

Store violations can be found in the WIC Retailer Handbook (pg. 23)

Store sanctions range from nonpayment of a WIC benefit to disqualification from the Program

The main store violations to keep in mind are:

- Not training store staff on foods and policies

- Not providing receipts to WIC customers

- Staff not trained on eWIC transactions

- Giving away free non-WIC approved foods

LARC Role -Training Basics &

Requirements

Pre-authorization Visit & Report

Orientation Visits & Report

Scheduling

Benefits of WIC for retailers and clients

Issues

Monitoring Visits & Report

Scheduling

Benefits of WIC for retailers and clients

Issues

Mandatory Training

Routine Monitoring

Goal: Review new Routine Monitoring & Report Form as it

relates to eWIC & new fiscal year/agreement period.

- What is it?

- What do I need to know?

- What do I need to do?

Do What?!?!Breaking It Down: Monitoring Visits & Reports

WHEN:

- At minimum, WIC-approved stores are to

be monitored every 3 years

- High-risk & stores with ongoing problems

will be monitored more frequently.

• Monitor 1/3 of all your stores every year, so you don’t

have so many to do at the last minute.

• Don’t call to set up appointments too far in advance,

maybe a week ahead, their schedules can change

frequently.

WHY:

- Periodic monitoring visits are conducted to:

• Help store; build a relationship

• ID issues & correct them

• Discuss any problems or questions retailer is experiencing

• Review WIC penalties for non-compliance

• Share & repeat all of the many benefits of WIC

• Make sure $54 million of WIC dollars is being spent to

compliment nutrition education!

HOW:

- Monitoring Reports

• Send completed Retailer Monitoring Report Form to MJ

• Follow-up with store as necessary & to ensure compliance

How do I prepare for a Monitoring

Visit?1) Call the Store First

a. Introduce yourself

b. Schedule an appointment with Store Manager or Front End Manager*

2) Explain what your expectations are for the visit. Discuss with store representative what you need to

see during the visit:

Retailer Manual (correct date? policy letters?)

WIC’s WORLD (last 2 years 2017 & 2016)

WIC Retailer Training Video

Training Documentation Form-paper copy

Ask if they or their staff have questions about WIC items

3) Other items you may need to bring:

a. Extra Allowable Food Lists

b. Your contact information

c. Share their WIC history with them

d. WIC dollars spent - $$$$$

How do I conduct a Monitoring

Visit?

The goal is to create a partnership with our retailers and work through

questions and problems.

To start off a store visit:

Introduce yourself & explain your role with WIC

Review demographic information & make necessary changes

Point out Annual WIC Sales-Just 1 reason why WIC is so important!

Why else is WIC important?

A detailed redemption sheet is available upon request-MJ

Begin a dialog with manager/store rep. to establish a positive working

relationship; stressing the importance of their role

• Do the Shelf Survey First

– Ask store rep. if they would like to join you

– Choose the most expensive items allowed

– Look for items that are hard for ppt to find

– Look to see if they have an Allowable Foods List at each register

What to do after a Monitoring

Visit?Determine Compliance

― Indicate whether the store was found in or out of compliance.

― If out of compliance, complete appropriate last sections of report. Explain any deficiencies & request Corrective Action Plan (CAP) be written on report.

Leave a copy of the report with the store

Send a copy of the full report, including shelf survey to MJ:― Scan/Email melanie.jacobs@state.co.us

― Fax:(303) 756-9926― Mail: CO Dpt. of Public Health & Environment

ATTN: PSD-WIC Program-Retailer Unit4300 Cherry Creek Drive SouthDenver, CO 80246-1530

File original copy for at least 6 years

Follow-up with retailers as necessary

Natalie

COMPASS

• Using search features %STORE%

• Navigating in Compass

• Reports• List of your stores & status

• Report of WIC sales

• Monitoring report status

• Product search for hard to find items using UPC

• Many more-just play around in “Reports”!

• Updating Information in Compass

WICShopper Mobile App

-Make sure clients are registering their eWIC card on app

-Can set notifications & Spanish

Materials Update

• Weekly Digest

• Store brand labels & formula handouts

• Meetings– retailer & food advisory group meeting

• September 14, 2018

• Encouraged to attend

• New Retailer Training Video – coming soon!

• New/Updated Training Facilitation Guide & Post-Test

• New/Updated Retailer Guide to eWIC

• New/Next Allowable Foods List coming in early 2019!

• LARC Manual- in development & coming soon!

Future Trainings

-Interactive-practice buys? Store visits w/ State Office?

-What would you like to see? Topic specific, shorter, etc?

Questions?