Florida WIC EBT Training Program 2013-2014

1. Florida WIC EBT Training Staff/Vendors/Clients 2013 - 2014

2. Background • 2012 Florida law required WIC EBT pilot in 15 months (7/1/2013) • New MIS/EBT system • Transferred existing WIC MIS/EBT system with modifications • Pilot through rollout was 9 months

3. Rollout Map

4. Training Provided • Staff MIS/EBT Training • Vendor Training • Client Training

5. MIS/EBT Staff TrainingTools Developed • Overview Video • User Training Manual • Help Sheets • Modules and Practice Exercises • Competency Checks • Super User Training • Weekly calls with Super Users and WIC Coordinators • On-Going Written Communication

6. Overview Video • 10 minute overview used to: • Inform Partners • Inform Stake Holders • Inform Staff

7. User Training Manual Produced • Developed User Training Manual • Provided to all WIC staff • Included: • Maneuvering Guide • Screen shots • How to’s

8. Help Sheets • Help Sheets Series • Quick reference • “Mini Manual” • Revised as needed

9. Modules and Practice Exercises • 13 Interactive Modules • Self-paced • Specific to job duties • Practice Exercises

10. Modules Produced Module 1 Overview and Introduction Module 2Precertification, Scheduling Module 3 Intake/Eligibility Module 4 Cert Action Module 5 Lab/Anthro Module 6 Medical/Nutrition/Nutrition Risks Module 7 Nutrition Education Documentation Module 8 Breastfeeding Module 9 Food Prescriptions Module 10 Issuance Module 10A Food Package Changes Module 11 Miscellaneous Module 12 Data Conversion

11. Competencies Checked • Before System Access Granted Staff: • Completed competency-based test(s) • Test(s) specific to staff duties

12. Super Users • System Experts (Intensive training) • 2 “Super Users”/Agency • 62 “Super Users” Pilot • Responsible for: • Training LA staff • Checking Staff competency • Ensuring Module & test completion • Pilot Agency super users • Replace absent staff in pilot sites • As support staff during full implementation

13. Super User Training • Two months prior to the agency’s rollout • Pilot Agency - 4 months prior to rollout • Training included: • Workstation Configuration • Access and Roles • Agency and Clinic set up • Reports • Equipment • Administrative Functions • Inventories • Local Agency Implementation Plan (what to do months/weeks/days ahead of rollout date)

14. Super User Training • Training Strategies: • Weekly calls • System training • Process training • Pre Requirements - completion of: • Modules • Practice exercises • Face to Face Training • 4 days (first day module refresher) • Train-the-trainer approach • Competency checked at the end of the training

15. Weekly WebEx Calls • Weekly WebEx calls conducted • Before, During & After Implementation • Included • Super Users • WIC coordinators • Site supervisors • Purpose • Additional training • Clarification • Q&A • Provided Forum for: • State and Pilot Agency staff to • Troubleshoot • Determine system enhancements • WebEx calls taped and posted • For Super Users to train staff

16. On-Going Written Communications • Training Tips developed & disseminated throughout rollout

17. On-Going Written Communications • Newsletter included: • Policies • Clarification & Procedures • System Enhancements • Bug Fixes • FQA & Answers

18. Vendor EBT Training • How Trained • Integrated Systems: • Trained by the corporate office or at the individual store • Non Integrated Systems: • Trained by our contracted EBT services company (FIS) • State did not provide training • When Trained • Approximately 1-2 weeks prior to rollout • State WIC provided some ancillary support.

19. Vendor Training • Lessons Learned: • Integrated system training successful • Users had “ownership stake” in outcome • Quality training materials some chains • Varying success with implementation • Non Integrated systems • Not ideal • Many vendors changing over to integrated system • Most vendors found WIC EBT like credit card processing • Opportunities for Improvement • More contract staff on the ground during first week of implementation • Daily LA and/or State Contact with Store Managers • Vendor Hot line for EBT issues • Vendor Video • Training Material for independent vendors

20. Client Training • Poster announcing EBT was developed

21. Client Training • Used Chickasaw Nation Video • Client Handout - three languages • Flip Chart - three languages

22. EBTvs Caseload

23. Client Training • Identified OFI’s • Hire extra staff for implementation • Create Video • Language specific • Visuals • SMART phone application • Client Help Line (pin, card lockout, etc.) • Live operators • After hours and weekend support • LA & State Staff dedicated to deal with client issues • Shopping • Shopping list • Eligible foods (UPC codes) • Over and under issuance • Store issues • UPC codes for seasonal foods

24. Local Agency Staff Training • Training Strategies Used • Examples: • In Pilot Agency - 5 day all hands training • Review modules in small groups • Individual staff completed modules independently • All agencies did “just in time” training with staff two to three days prior to their rollout • All Agencies ensured staff completed: • Modules • Practice exercises

25. Contact Information • Florida Department of Health in Miami-Dade County • Victoria Martinez • Phone: 786-336-1333 Ext. 11519 • E-mail: Victoria.Martinez@FLHealth.gov • Eriko Grover • Phone: 786-336-1333 Ext. 11419 • E-mail: Eriko.Grover@FLHealth.gov • Florida Department of Health Bureau of WIC • Kathy Reeves • Phone: 850-245-4202 • E-mail: Kathy.Reeves@FLHealth.gov