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Vendor Training

Vendor Training. September 2019. Table of Contents. State WIC Contact Info What is WIC? INWIC Mobile App Approved Foods Card (AFC ) Shelf Tags Minimum Stock Requirements FY 2019 Food Changes WIC EBT Overview Mid-Transaction Review Balance Inquiries

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Vendor Training

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  1. Vendor Training September 2019

  2. Table of Contents • State WIC Contact Info • What is WIC? • INWIC Mobile App • Approved Foods Card (AFC) • Shelf Tags • Minimum Stock Requirements • FY 2019 Food Changes • WIC EBT Overview • Mid-Transaction Review • Balance Inquiries • Approved Products List (APL) Updates • Cash Value Benefit (CVB) • PLU Codes and Fresh Produce • Commonly Encountered Transaction Issues • System Errors: Integrated vs. Stand Beside Vendors • WIC Card Left at Store • WIC Pharmacies • Special Order Formula Form • Vendor Complaints • Policy Reminders • Quiz • Q & A • Non-Discrimination Statement

  3. State WIC Contact Information Indiana WIC 2 North Meridian Street Indianapolis, IN 46204 Toll Free: 800-522-0874, Option 2 Access the WIC Approved Food Card, Vendor Manual, Vendor Notices, Vendor Application and more at: www.wic.in.gov Vendor Manager Tori Harvey 317-233-1386 Tharvey1@isdh.in.gov Vendor Consultants North: Tori Harvey 317-233-1386 Tharvey1@isdh.in.gov South: Lindsey Downs 317-233-7938 Ldowns@isdh.in.gov

  4. State WIC Contact Information

  5. What is WIC? • WIC= Women, Infants, and Children • Funded by the United States Department of Agriculture (USDA) • Run by the Indiana State Department of Health (ISDH) and local sponsoring agencies • Provides nutrition education and healthy supplemental foods to: • Pregnant women • Breastfeeding women • Postpartum women • Infants • Children up to the age of 5 • WIC clients spent just over $102 million at Indiana WIC vendors in 2018.

  6. INWIC Mobile App • Indiana WIC has recently completed an update to its INWIC Mobile App and would like to share access to our retail community. If you currently have the INWIC Mobile App on your phone, please make sure to update to the new version. If you do not have the INWIC Mobile App, you can search for INWIC to download it from the Google Play and Apple App Stores. • Please log-in with the following account information. Username: wicvendormail@isdh.in.gov Password: Password1

  7. INWIC Mobile AppVendor Resources Upon logging in, you can select the UPC Scan feature from the main menu. This allows you to check products for WIC eligibility

  8. INWIC Mobile App – UPC Scan **If not approved, UPC can be sent to State Office by clicking the link**

  9. Approved Foods Card (AFC) • Specifies the foods allowed for clients • WIC Program Booklets are provided to each client and contain the same information • Clients can use INWIC Mobile App UPC Scan if items are not ringing up correctly (fresh fruits and vegetables will not scan) • If a product that meets WIC criteria is not ringing up correctly, let someone know! • Indiana WIC • Local WIC office • Customer Service Manager (CSM) • Corporate contact

  10. Approved Foods Card (AFC) • Indiana WIC will no longer be printing the AFC • $10,000 cost per year • Feedback that vendors do not use regularly • Vendors may print AFC if desired • Indiana WIC will not require AFC at cash registers • Primary transaction problem solving tool should be INWIC Mobile App • Clients and Cashiers can use UPC Scan to provide detailed information on items • Cashiers can access AFC in INWIC Mobile App Resource Links with no sign-in required

  11. INWIC Mobile App – Approved Foods Card

  12. Use the QR code to download the INWIC Mobile App on your phone now!

  13. Shelf Tags For stores with state-provided WIC shelf tags • You should only have green WIC tags on store shelves • Contact Indiana WIC if you need replacement shelf tags For stores who print their own WIC shelf tags • Ensure that WIC shelf tags are accurate • Contact your corporate office if there is an error For pharmacy-only vendors • You are not required to have shelf tags

  14. Minimum Stock Requirement Changes • Milk • New: 15 gallons – 4 gallons whole, 1 gallon 2%, 10 gallons 1% or skim • Old: 12 gallons – 3 gallons whole, 2 gallons 2%, 7 gallons 1% or skim • Milk changes are tied to WIC EBT redemption rates • Cheese • New: 5 pounds and 2 kinds • Old: 3 pounds and 2 kinds • Eggs • New: 5 dozen large or extra-large white eggs • Old: 3 dozen large or extra-large white eggs

  15. Minimum Stock Requirement Changes • Fruits & Vegetables • New: $50 total – 2 varieties of fruits, 2 varieties of vegetables, fresh or frozen • Old: $30 total – 2 varieties of fruits, 2 varieties of vegetables, fresh only • Cereal • New: 25 boxes – 6 kinds dry, 1 kind cooked, at least 1 whole grain cereal • Old: 20 boxes – 6 kinds dry, 1 kind cooked, at least 1 whole grain cereal • Bread • New: 10 loaves of 16 ounce whole wheat or whole grain bread • Old: 5 loaves of 16 ounce whole wheat or whole grain bread • Stores with low bread sales have been granted waivers for re-contracting

  16. Minimum Stock Requirement Changes • Infant Fruits and Vegetables • New: 200 ounces (oz.) in either 4 or 8 ounce containers • 50 cans of 4 oz., 50 two-packs of 2 oz. tubs, or 25 two-packs of 4 oz. tubs • Old: 192 ounces in either 4 or 8 ounce containers • Infant Meat • New: No longer minimum stock requirement • Old: 16 jars of 2.5 ounces • WIC clients will still buy, but infant meats is WIC’s least popular food category • 30.4% of WIC infant meat benefits were purchased in July 2018 • Infant Cereal • New: 80 ounces and 2 kinds • Old: 64 ounces and 2 kinds

  17. Minimum Stock Requirements (No Changes) • Juice • 15 bottles of 64 ounces • 2 kinds AND • 5 cans of either 11.5 – 12 ounce juice concentrate or 46 – 48 ounce juice • 2 kinds • Peanut Butter • 5 jars of 16 – 18 ounces • Beans • 2 kinds dry beans, peas, or lentils • 3 pounds total in 1-pound bags AND • 128 ounces canned beans • 15 – 64 ounce cans

  18. Minimum Stock Requirements • No changes to Gerber Infant Formula • (6) 8.1 ounce containers of Gerber Good Start Gentle concentrate • (20) 12.7 ounce cans of Gerber Good Start Gentle powder • (5) 12.9 ounce cans of Gerber Good Start Soy powder • (10) 12.4 ounce cans of Gerber Good Start Soothe powder

  19. New Pharmacy Minimum Stock Requirement • Pharmacy-only vendors mustcarry these formula quantities in stores at all times starting October 1, 2019 • (6) 8.1 ounce containers of Gerber Good Start Gentle concentrate • (10) 12.7 ounce cans of Gerber Good Start Gentle powder • (5) 12.9 ounce cans of Gerber Good Start Soy powder • (5) 12.4 ounce cans of Gerber Good Start Soothe powder • WIC will inform clients that pharmacy-only vendors have these formulas in-stock

  20. FY 2020 Food Changes CEREAL New Options • General Mills Cinnamon Chex 12 oz. • Store brand Crispy Rice or Corn Hexagons REMEMBER! WIC approved cereals must be 12, 18, 24, 36 oz. Instant Oatmeal may be 11.8 or 23.7 oz.

  21. FY 2020 Food Changes BREAD New Options • Lewis Bake Shop, Healthy Life Sugar Free, 100% Whole Wheat – 16 oz. • Pepperidge Farms, Light Style Soft Wheat – 16 oz. • Pepperidge Farms, Whole Grain Rye – 16 oz.

  22. FY 2020 Food Changes TOFU • This is NOT a minimum stock requirement for all vendors. • WIC clients may opt to have tofu in place of cow’s milk, cheese or yogurt • Must be 14 -16 oz. packages • Can be any texture • NOT INCLUDED: added fats, sugars, sweeteners, oils, sodium, flavoring, seasoning, fried tofu Examples of approved items

  23. FY 2020 Food Changes OATS • This is NOT a minimum stock requirement for all vendors. • WIC clients may opt to have oats in place of bread, tortillas, brown rice, whole wheat pasta • Must be 16 to 18 oz. packages only • Any brand, quick, rolled, gluten free or Old Fashioned oats • NOT INCLUDED: organic, steel-cut oats, added sugar, fat, oil or salt

  24. FY 2020 Food Changes CANNED FRUITS • Any brand • Fruits in 100% fruit juice or water CANNED VEGETABLES • Any brand • Regular, low sodium or no salt added vegetables NOT INCLUDED Fruits and vegetables with added sweeteners, seasonings, flavoring, fats, oils, herbs or spices, cream/cheese/butter sauce, pickled vegetables, tomato sauces, soups, salsas, mixtures with meat or legumes Canned/jarred fruits and vegetables may be redeemed with client’s cash value benefit for produce. This is in addition to the fresh and frozen produce options.

  25. WIC EBT Overview • WIC clients will initially visit the WIC clinic to receive their WIC card. • Benefits for the entire household are on one card. • Each month’s benefits are reloaded to the WIC card. WIC Card Check Out Procedures • After a client has selected the item(s) they wish to purchase, they will choose a checkout lane that accepts WIC. • Cashier will scan items. • The client will swipe the WIC card. • The client will enter their 4-digit PIN number. • This is the only verification that needs to be done. • Client signature or ID is not required. • Stores using their cash registers for WIC will provide a mid-transaction review process (receipt or screen) for the client to review and confirm the WIC purchase. The client will either confirm or ask the cashier to void certain items. • The cashier should give the client a receipt at the end of the transaction which displays the beginning benefits available, the items purchased, and the ending/current benefits available. • The client can continue the transaction with any remaining non-WIC items using another form of payment (SNAP, TANF, credit card, debit card, cash, etc.).

  26. Mid-Transaction Review • Integrated vendors who process WIC transactions using their own cash registers will either a) print a mid-transaction receipt or b) provide the WIC customer with a screen to review that includes the specific WIC quantities of items purchased. • Please allow the WIC customer to review before confirming WIC purchases to reduce WIC transaction errors and to ensure that the correct items are being purchased. • Stand beside vendors who use separate WIC devices to process WIC transactions are exempt from this requirement.

  27. Balance Inquiries • Balance inquiries show clients the benefit categories and quantities available for purchase. • Stores are required to run a balance inquiry when asked by a client. • Inquiries can be run: • Before a transaction • After a transaction • Without a purchase being made • Indiana WIC encourages using the INWIC Mobile App to see benefit balance information, but WIC clients are not required to use the app.

  28. Approved Products List (APL) Updates • The Approved Products List (APL) controls what can and cannot be purchased using the WIC card • The APL may be updated by Indiana WIC staff on a daily basis • New products or products with UPC code changes need to be reported to Indiana WIC • The UPC Request Form should be completed to add UPCs to the APL • This form is available at https://secure.in.gov/isdh/24780.htm • Chain grocery stores should check with corporate on proper procedure for submitting APL updates • Cashier can also ask client to submit items through the INWIC Mobile App

  29. Cash Value Benefit (CVB) CVB is a fixed dollar amount WIC card benefit used to purchase fresh, canned or frozen fruits and vegetables. How to Redeem WIC card CVBs: • The CVB total for the entire household will be available on the WIC card • Client will use WIC card to purchase fruits and vegetables • If cost is over dollar limit, client may: • Pay the dollar amount over the remaining benefits using another payment method (SNAP, TANF, credit card, debit card, cash, etc.) • Return item(s) to stay within the dollar amount • Cash back is not allowed

  30. PLU Codes and Fresh Produce • Fresh produce can only be redeemed using PLU codes • Fresh produce inventory changes frequently, and the state cannot update the Approved Products List (APL) as quickly as necessary • This is also why the INWIC Mobile App UPC Scan cannot be used on fresh produce • Fresh produce with UPC codes need to be mapped or linked to corresponding PLU codes • Stores must perform PLU mapping using one of the two following methods: • Map all fresh produce to general WIC produce code 4469 • Map each fresh produce item to the corresponding PLU code in the IFPS standards • Example: map blueberries to 4240 or 42406 • Stores must also allow manual entry of PLU codes for items where PLU mapping has failed or not taken place • Example: Manually enter PLU codes 4469, 4240, or 42406 when blueberries do not ring up

  31. PLU Codes and Fresh Produce If a fresh produce item is obviously WIC-approved (carrots, lettuce, berries, etc.) and is not scanning correctly: • First, enter in a PLU code to see if it works (4469 or product-specific). • If that allows the item to be purchased on WIC, let a Customer Service Manager (CSM) or corporate contact know about the issueso it can be corrected for other WIC customers. • If the PLU code doesn’t work, check the client’s benefits balance using the INWIC Mobile App or a cash register balance inquiry. • If the client has adequate benefits and still cannot buy the product, let a CSM or corporate contact know.

  32. Commonly Encountered Transaction Issues • Fresh produce product is not ringing up correctly • Pop quiz: Do you remember what you should do? • Product is not a WIC eligible product • For example, WIC clients cannot buy 7-ounce (oz.) cheese • Client can pay using another method or can void item(s) • Product is authorized, but not a part of client’s food package • For example, trying to buy whole milk when assigned 1% or skim milk • Check INWIC Mobile App or run a balance inquiry • Client has no valid benefits • Maybe the client missed a clinic appointment and did not have benefits reloaded • Check INWIC Mobile App or run a balance inquiry • Product is a valid non-produce WIC product, but will not run • Check INWIC Mobile App to see if UPC is in the Approved Products List (APL) • Approved Products List (APL) is also available here: https://secure.in.gov/isdh/24780.htm • If UPC is on APL, there is likely a system or cash register error preventing the transaction • If UPC is not on APL, then ask client to submit UPC through the INWIC Mobile App

  33. System Errors: Integrated vs. Stand Beside Vendors Integrated Vendor • An integrated vendor is a store that has cash registers that can accept WIC transactions without additional equipment • Example: Walmart, Kroger, Meijer • Integrated vendors are encouraged to contact your corporate office or Third Party Processor (TPP) to handle any system errors occurring at store • You may see errors like “transaction failed” or “system error” Stand Beside Vendor • A stand beside vendor is a store that has at least one separate device for WIC transactions • If a stand beside vendor has a system error or equipment issues, you should call the Conduent vendor help desk at (855) 222-0502

  34. WIC Card Left at Store • Contact your local WIC clinic • Report the card number to local clinic or mail card to Indiana WIC (address on back of card) • Local clinic will contact client, deactivate the lost WIC card, issue client a new WIC card, and instruct store to destroy the old WIC card • Only destroy a WIC card when instructed to do so • DO NOT return WIC cards to customers • There is no name or other identification on the card • There is no way to tell if you are returning the card to its rightful owner

  35. WIC Pharmacies • Many grocery stores contain pharmacies and mustprovide WIC foods, infant formula, and WIC eligible nutritionals • Pharmacy-only vendors must provide only infant formula and WIC eligible nutritionals • If a pharmacy exists in your store, you must provide ALL WIC-approved formulas and nutritionals • Full list available here: https://secure.in.gov/isdh/files/IN_WIC_Formulary.pdf • Special order formula must be provided within 2 business days • This is the infant’s only source of food, and we want our babies to be able to eat! • If a store does not contain a pharmacy, you are only required to provide Gerber infant formulas • You may provide additional formulas (like Neosure, Alimentum, Pediasure, etc.) • If a WIC client asks you for a formula that you do not carry, please refer them to their local WIC clinic

  36. Special Order Formula Form The WIC clinic should give a special order formula form to eligible WIC clients to assist in ordering the correct formula. Clients can provide this form to the pharmacy to ensure that the correct formula is being ordered and picked up. Special Order Formula Form Details • Local WIC contact info • Client info • First day and last day to use benefits • Picture of product • Description of product • Package size information • UPC code(s) for product

  37. Special Order Formula Form

  38. Vendor Complaints • As a WIC vendor you have the right to file a complaint against a WIC client • Form should be filled out with specific information on what was said and done by the client • Complaint form is available at www.wic.in.gov on the Vendor Information webpage • Using the WIC receipt from the transaction, please provide at least the last 4 digits of the client’s WIC card and a physical description of the client • Send complaint to the local WIC clinic or the state WIC office at WICVendorMail@isdh.in.gov

  39. Inventory Recordkeeping • Same: Maintain inventory records for 3 years • This has consistently been listed in the vendor agreements signed between Indiana WIC and vendors • New: WIC inventory must be obtained from wholesalers/distributors • Re-sale of items purchased from other WIC vendors no longer allowed • Receipts are a less reliable paper trail than invoices from wholesalers • New: Inventory records must contain the following: • Name and address of supplier • Name and address of purchaser • Date of purchase • List of items purchased including size, quantity, and price

  40. Inventory Recordkeeping • New vendor monitoring procedure • When WIC staff perform store inspections, WIC staff will ask to see the most recent infant formula invoice available • Make sure that you are obtaining infant formula from an approved source: https://secure.in.gov/isdh/files/Formula%20Wholesalers%20and%20Distributors.pdf • Please contact Indiana WIC if you would like to propose adding a new formula wholesaler to the approved list • New inventory audit procedure • Indiana WIC will request copies of your inventory records during a certain time period • Inventory records will be compared with actual WIC EBT sales • Stores will be sanctioned if inventory records show less inventory than the store has sold on WIC EBT • Reasoning: If you sell more items on WIC than you had in-stock, that is fraud.

  41. Inventory Recordkeeping

  42. Inventory Audit Example Indiana WIC requests records on items A, B, and C from 10/1/18 – 12/31/18 • Item A • Inventory: 200 • WIC sales: 400 • Average price: $3 • Item B • Inventory: 300 • WIC sales: 300 • Average price: $5 • Item C • Inventory: 500 • WIC sales: 300 • Average price: $2 • This vendor has claimed reimbursement on 200 items in excess of documented inventory for Item A • 200 items X $3 = $600 fine • Vendor is disqualified from WIC for 3 years • According to federal law, Indiana WIC is required to share this information with SNAP • SNAP may also choose to disqualify the vendor

  43. Stand Beside Device Criteria • Some WIC vendors process WIC EBT transactions through a separate stand beside device. • USDA now requires that Indiana WIC only provide funding for stand beside devices to new vendors needed for client access, effective October 1, 2018. • Indiana WIC will continue to provide funding for stand beside devices for vendors authorized before October 1, 2018, even if not needed for client access. • Some stand beside vendors qualify for additional state-funded devices. Please see pages 3-4 in the Vendor Manual for more details. • If you are eligible to receive additional state-funded devices, Indiana WIC informed you about this when you received approval for re-contracting.

  44. Reminder on Stand Beside Pricing • A few vendors were penalized by Indiana WIC during the last fiscal year for charging incorrect prices on WIC stand beside devices • Charging WIC more than the shelf price results in a 3-year WIC disqualification NTE = not-to-exceed price or maximum price

  45. Are you ready for a quiz?

  46. WIC Approved or Not? Yes! – scan UPC or manually enter PLU No! – cannot mix infant fruit or veggies with meat No! – cannot mix fruit in infant cereal Yes! – Tofu is now approved No! – Reese’s does not meet nutrition requirements

  47. WIC Approved or Not? Yes! – canned vegetables and fruits are now allowed No! – only canned fish allowed Yes! – any 100% juice type or blend with adequate Vitamin C now allowed No! – this salad kit includes chicken, cheese, and sauce Yes! – Cinnamon is a new cereal addition

  48. WIC Policy Quiz • What’s the easiest way to submit missing items to the Indiana WIC Approved Products List (APL)? Submit on INWIC Mobile App. You can also send in UPC Update Request Form. • What should you do if a WIC fresh fruit or vegetable is not ringing up correctly? Manually enter PLU 4469 or product-specific PLU for WIC customer. Contact Customer Service Manager (CSM) or corporate office. • What should you do if a WIC card is lost in your store? Call local WIC clinic and provide WIC card number. Only destroy when instructed to do so. Do not return to any customer.

  49. WIC Policy Quiz • How long must you keep inventory records for WIC? A minimum of 3 years • Can you purchase WIC items from another vendor and re-sell to WIC customers? No • What is the sanction for selling more items on WIC than shown in inventory records for 2 calendar months or more? 3-year disqualification and fine for excess reimbursement • What is the sanction for overcharging on WIC items? 3-year disqualification

  50. WIC wants your feedback on this training!https://www.surveymonkey.com/r/Q3DJHXW

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