Transcript Virginia WIC Program Train the Trainer Certification
Corporate WIC Certified Train the Trainer Workshop (2010)
1
Introductions Self-Introduction of Trainees
Tell us something fun/interesting about yourself.
What do you enjoy most in your role as trainer? Least enjoy?
What are your expectations for this workshop?
2
WORKSHOP OBJECTIVES
Be able to provide an overview of the WIC Program and the benefits offered to eligible participants; Be able to explain WIC policies, guidelines and state regulations pertaining to retail stores; Become knowledgeable about WIC Allowable foods and other requirements associated with handling WIC FIs/CVVs; Identify available training resources; Gain practical experience in handling cashier training issues; and Leave with confidence that you can provide training to authorized stores and new store applicants.
3
Rules of the Road
START AND END ON TIME PARTICIPATE STAY FOCUSED BE CANDID AND OPEN NO QUESTION IS A FOOLISH QUESTION NO IDEA IS A BAD IDEA AVOID SIDE CONVERSATION LISTEN FULLY AVOID KILLER STATEMENTS AND GESTURES SHARE THE SPOTLIGHT WITH OTHERS RESPECT CONFIDENTIALITY . . . BUILD TRUST HAVE FUN!
4
Virginia WIC Program Certified Trainer’s Manual
It’s yours!
Serve as a training resource.
Let’s look at the contents.
5
Vendor Manual - Virginia WIC Program
Content updated USDA changes and state WIC Program regulations.
in October 2008 to concur with New guidelines issued in 2009.
Vendor Manual – instructions for retail stores. Every store MUST have one. Ask for it when visiting your stores.
Clean out and discard outdated materials stored in the Vendor Manual.
6
WIC Certified Trainers Agenda (Day One)
Agenda Review
•
What is WIC and it’s Purpose?
•
Common Misconceptions about WIC Foods
•
WIC Foods & Approved Formulas
•
FI Food Package Changes
•
FI/CVV Handling
•
Delivering Good Customer Service
•
Common Problems Handling FIs
7
WIC Certified Trainers
(Agenda Day One)
Processing FIs for Payment
Processing CVVs for Payment Monitoring Activity Program Sanctions - Violations Retail Store Management System
Highlights of the Day
Q & A
End of Day One!
8
WIC Certified Trainers Agenda (Day Two) •
Review Day One
•
Questions From Day One Topics
•
Selection & Authorization
•
Role Play Scenarios
•
Training Tips and Challenges Group Brainstorming
•
Training Demonstrations
•
Your Role as Corporate Trainers
•
What have you Learned
•
Available Training Resources
•
Evaluation and Adjournment
9
WIC and Its Purpose
The WIC Program helps provide nutritious foods for infants from birth to age 1, children until they reach age 5, and women who are pregnant, breastfeeding, or have just given birth. You must be a member of one of these categories to receive WIC benefits.
10
WIC and Its Purpose
A Healthier Pregnancy-
eat right are less likely to have babies with serious health problems.
Pregnant women who Better Child Development nutritiously grow at a healthier rate and learn better in school.
Children who eat
Better Overall Health-
Eating healthy results in energy, healthy & strong bodies and protection against illness or other health problems.
11
Eligibility
To be on the program, a person must: Live in the state of Virginia Be categorically eligible (female, infant or child) Be a nutritional risk Meet income requirements 12
Program Benefits
A eligible participant will be issued food instruments and cash value vouchers.
Three months of FIs/CVVs are issued – most participants.
FIs/CVVs prescriptions provide for WIC approved milk, cheese, eggs, juice, cereal, dried beans, peas, peanut butter, canned/fresh fruits, canned/fresh vegetables, contract and special formula. 13
Participant Challenges
Challenges people encounter as WIC participants and customers: Language Social Barriers Economic Barriers Literacy/Education 14
Retail Store’s Role
Make sure the WIC customer receives the nutritious WIC approved foods prescribed on the food instrument/cash value voucher.
Provide good customer service that ensures a WIC customer will want to return to your store.
Process FIs/CVVs properly so store will be paid.
15
Understanding the WIC Customer
WIC Cashier Training Video Module #1
Discussion
16
Knowledge of WIC Program - Quiz
Put the steps of accepting the WIC Food Instrument in correct order.
__ Have the customer sign the Food Instrument in blue or black ink.
__ Visually confirm participant has the WIC ID folder.
__ Compare the food items wanted for purchase with those listed on the FI, taking careful exam of the quantities listed and selected to buy.
__ Ring up their non-WIC item for purchase.
__ Check that the purchase date falls between the ‘spend between’ dates.
__ Have the customer separate WIC items from non-WIC items.
__ Total the grocery order, excluding the sales tax, and write the total in ink in the space provided on the FI.
__ Give the customer a receipt for the WIC purchase.
17
Knowledge of WIC Program
Put the steps of accepting the WIC Food Instrument in correct order.
_6_ Have the customer sign the Food Instrument in blue or black ink.
_1_ Visually confirm participant has the WIC ID folder.
_4_ Compare the food items wanted for purchase with those listed on the FI, taking careful exam of the quantities listed and selected to buy.
_8_ Ring up their non-WIC item for purchase.
_3_ Check that the purchase date falls between the ‘spend between’ dates.
_2_ Have the customer separate WIC items from non-WIC items.
_5_ total the grocery order, excluding the sales tax, and write the total in ink in the space provided on the FI.
_7_ Give the customer a receipt for the WIC purchase.
18
Misconceptions about WIC foods
Small Group Brainstorm Discussion 19
13oz Box
WIC or NOT
NO Not WIC Approved Not store brand
20
16 oz can
WIC or NOT
YES
WIC Approved
21
WIC or NOT
46oz Bottle
NO NOT WIC Approved Not on Food List
22
6.5 oz size
WIC or NOT
No Must be packed in Water
23
12oz size
WIC or NOT
NOT approved 12 ounce size is not allowed.
Only 16 oz. packages and must be store designated brand of cheese.
24
18 oz size
WIC or NOT
NO NOT Approved Blends are not allowed plus No national brands are allowed
25
WIC or NOT
NO NOT approved Brown eggs
26
YES ½ gallons Any Brand Must be size stated on FI.
WIC or NOT
27
WIC or NOT
YES If no “Store Brand” is sold then this reduced fat cheese ( National Brand) is allowed.
Must be 16 oz.
28
8oz Box
WIC or NOT
NO
NOT approved Mixed not approved
29
Yes
Brand Specific for Infant Cereal
WIC or NOT
30
No Not Contract Brand Specified on FI for Infant Cereal
WIC or NOT
31
6 – 8oz Vanilla Flavor
WIC or NOT
YES WIC Approved Any Flavor Only when stated on the FI “with fiber” is only allowed if stated on FI
32
Lactose Reduced/Lactose Free Milk
Lactose reduced/free refers to milk sugar (lactose) content, not fat content. Any brand available.
Source of confusion for all (complaints received). 33
Reduced Fat Cheese
Store designated brand or Kraft Deli Deluxe 2% Milk American Cheese (16 oz) is allowed. Store designated Mozzarella (whole or part skim) cheese is not considered a reduced fat cheese and is allowed anytime FI lists cheese. 34
New Foods & Cash Vouchers
WIC Cashier Training Video module 6 35
Approved Food List (Effective October 1, 2009 New Food list will be distributed May 1 2011 New Foods
Whole grain bread Whole grain tortillas Brown Rice Fruits and Vegetables (canned or fresh) Baby Food Salmon
New Processes
Cash value vouchers (CVVs Fruits & Vegetables) Clients pay difference above the preprinted value WIC Designated Shelf labels 36
Decline Rule “Foods Only”
WIC customers are being instructed by WIC staff to purchase all foods listed on their FI.
However, you may still encounter customers who refuse to purchase everything on the FI.
Do not require a customer to purchase all of the foods (unless it is formula or infant cereal); go ahead and accept the FI.
37
Decline Rule “Foods Only” - Continued
You may let us know of a customer declining any foods by completing and sending in a WIC Complaint/Incident Form.
WIC customers must always purchase the exact brand, quantity, type of infant formula and infant cereal stated on their food instruments.
38
Primary Contract Infant Formula
Primary contract for formula was awarded to Abbott Laboratories Ross Product Division in 2006. Contract run for five years.
Payee or proxy are required to purchase the full quantity and specific formula prescribed on the food instrument.
Eligible Primary Contract Formulas
For the Virginia WIC Program is: Similac Advance EarlyShield – powdered and concentrate Similac Advance EarlyShield – RTF available now. 40
Eligible Primary Contract Formulas
Similac Sensitive Isomil Soy • • • Concentrate 13 ounce Powder 12.4 ounce Ready to feed 32 ounce Similac Sensitive • Concentrate 13 ounce • • Powder 12.6 ounce Ready to feed 32 ounce 41
Ross Product Name & Label Changes
42
Contract Formula
WIC participants in Virginia are given formula food instruments that can be redeemed at retailers for a specific primary contract formula, making a manufacturer the primary supplier to the WIC market in Virginia.
43
Cashier Errors – Rebate $ Impact
Cashiers who sell wrong type of formula, sell less than quantity, and enter wrong $ on FI create a loss in rebate $ paid to the WIC Program.
Train cashiers to be cautious – allowing formula as specified, unless over $125.00
44
Action to Reduce Impact
Compliance Investigation and Sanction: Establishing a new violation for documented incidents of non-compliance with contract formula purchases which includes allowing participants to purchase less than the quantity stated on the food instrument. Four (4) or more documented incidents from a single investigation would warrant a one year disqualification (B1-13). Never accept a formula FI that exceeds $125 limit 45
UPC Code Contract Formula FI UPC number in Description Area
• Train cashiers to read the description and check the UPC on the formula 46
Special Formula
Retailers can accept FIs for only three special formulas. There are no UPC Numbers on the special formula FI’s. Cashier must match the name/type/quantity with the FI.
Alimentum
Nutramigen Enflora LGG
PediaSure (all flavors) If a WIC FI exceeds the $125.00 maximum DO NOT ACCEPT- ask the participant to return FI to the clinic.
47
Prescribed Foods
Children under 2 have the option of beans.
Whole milk is given only to children under 2 years of age. Children age 2 and older and all women FIs prescribes: 2%, 1%, ½% or skim milk; no whole milk.
48
Food Instrument Handling Procedures
Cashiers Responsibility - How to Accept a WIC Food Instrument Scanning System – Pros and Cons UPC on Contract Formula FIs only.
UPC discrepancies? 49
Cash Value Vouchers Handling Procedures
Cashiers Responsibility - How to Accept a Cash Value Voucher Preprinted amount – pay difference?
Common processing errors 50
CVV – What is allowed?
Fresh Fruits and Vegetables
Any variety of fresh, bulk fruits and vegetables, including sweet potatoes and yams Bagged salad mixes Bagged vegetables Cut and packaged fruits or vegetables 51
CVV – What is allowed (cont)?
Canned Fruits and Vegetables Any variety of canned fruits and vegetables regular or low sodium Without added: Syrup sweetener flavoring fat oil sauce meat pasta, rice, or noodles 52
Delivering Customer Service
WIC Cashier Training Video 3 module 53
The WIC Transaction
Cashier WIC Tools For Each Register
Current WIC Food List
How to Accept a WIC FI/CVV?
Visually confirm that the customer possesses a WIC ID Folder Do not have to take possession of the WIC ID Folder ID Folders found in store should be immediately mailed to L/A address printed on cover.
54
Common Problems Handling FIs
Small Group Discussion: What are some of the common problems in handling WIC Food Instruments ?
55
Cashier Errors Observed in Banking Reports
Cashiers are mixing up the totals for FIs causing rejected FIs because the totals are on the wrong FIs.
Example: Price of 10 cans of formula on FI for 3 boxes of infant cereal = FI Rejected for being “Over FI Max”.
Example: Price of 3 boxes of cereal is entered on FI for 10 cans formula, FI not rejected..
56
Helpful Hint and TIPS!!
Train cashiers to accept only the FI for the foods being scanned, complete transaction before accepting the next FI.
Double check total to be sure it is correct for purchase.
57
Processing WIC FIs – For Deposit “Deposit within 14 days from last date to spend”.
Use of 5 digit WIC Stamp (first 4 digits = WIC ID#)
Replacement of WIC Stamp
Outdated (4 digit) WIC Stamp – do not use!
Cleaning WIC Stamp/Using Black Ink Pad
Stamp store name/information on back of WIC FIs
What happens if store name is not imprinted on back of FIs?.
58
5-DIGIT STAMP
The current stamp image no longer includes the logo and/or the underscore line…this was done to help reduce errors.
9399-1 59
Processing WIC FIs Backend Handling Issues
Non fatal processing errors.
Identifying errors before depositing FIs.
MICR Printer Encoding Errors.
ID Folders left at Store – What to do?
Administrative Issues unique to your company?
Other 60
WIC FI Fatal Processing Errors!
Altered Cashed Early Cashed Late Missing Signature Signature in pencil Amount written in pencil Food instrument previously considered Unauthorized Vendor number Wrong Vendor Stamp
Do Not Redeposit for payment
61
Post Payment Review Vendor Claims Paid Food Instruments Reviewed:
A valid price must be on file for any food/formula prescribed on FI, i.e., lactose reduced milk, formula.
Vendor Claim – SWO may recoup overpayments or ineligible payment.
62
Retail Store Monitoring Guidelines
The store monitoring visits include: verify minimum stock, check shelf prices, confirm shelf labels are correctly being used.
Probationary and High Risk stores shall have at least one (1) on-site monitoring visits the first year 63
Minimum Stocking Requirements To satisfy the Minimum Stocking Requirement (MSR) stores must have at all times available for purchase: Contract Formulas Contract Infant Cereals Selective brands Designated store brands Other WIC approved foods
Keep shelves stocked or have immediately available on-site to satisfy the MSR at all times. 64
Minimum Stocking Requirements
• The WIC Program has established a minimum stocking requirement for the following categories:
Infant Cereal, Eggs Infant Formula Cereals Milk, Juice Peanut Butter, Cheese
• Retailers are responsible for meeting the minimum stocking requirement at ALL TIMES.
• All Times =
24 hours a day 7 days a week
65
Mandatory Compliance Issues
Compliance Investigations Sanction and Program Violations (12VAC5-195-600) Civil Money Penalties 66
Minimum Stocking Requirement
Canned Fruits 2 or more varieties/$15.00 value each variety Canned Vegetables 2 or more varieties/$15.00 value each variety 67
Minimum Stocking Requirement
Fresh Fruits 2 or more varieties/$15.00 value Fresh Vegetables 2 or more varieties/$15.00 value 68
Sanction Classification System
The Commonwealth compliance buys.
of Virginia has a Compliance Investigation Service whose primary purpose is to identify WIC Program abuse and to investigate fraud. The primary method of investigating abuse is through “undercover” A buy is an investigation involving an undercover visit in which an individual poses as a WIC participant and purchases foods in order to determine the Retailer’s compliance or non compliance with WIC Program regulations. The Retailer is intentionally not informed at any time during these visits.
The buy identifies specific areas which indicate a need for change in the Retailer’s business practice to prevent program errors, abuse and to confirm possible involvement of unauthorized Retailers .
69
Sanction Classification System
The Retailer will be subject to sanctions for all program errors and/or abuse uncovered after the investigation closes. Sanctions are documented for all violations observed (State and Mandatory Federal Sanctions) during a compliance visit. The Retailer will be charged for all violations documented, if a pattern occurs.
The Retailer sanction classification process incorporates a Class A to Class E system. The State WIC Program will determine the type and level of sanctions to be applied, depending on the severity, nature and/or recurrence of a violation.
70
Sanction Classificaton System Changes
Effective July 1, 2008 a pattern of non-compliance was raised to (4) four documented incidents.
New violations were added for the categories listed below: Fails to deposit WIC food instruments with an approved stamp.
Allows WIC participants to purchase less contract formula than specified on the Food Instrument.
For State Agency violations a pattern of non compliance consistent of two (2) documented violations. 71
Sanction Classification System overview Program Violation
Class A Class B Class C Class D Class E
Action
• • • • • • • • • • Technical Program Violations $100 Fine
Serious Program Violations
One Year Disqualification Represent deficiencies that can lead to deficient food stock, provision of ineligible foods, including outdated foods, and program integrity shortfalls
Critical Program Violations
Three Year Disqualification Represent a more serious pattern or type of program non-compliance.
Major Program Violations
Six Year or Permanent Disqualification Represent deficiencies that directly or indirectly contribute to Program abuse and fraud.
Warnings
72
Sanctions and Violations
Non Compliance with Retailer Agreement/Addendum Non compliance with Vendor Manual for the Virginia WIC Program Policies and Procedures. General Terms and Conditions Minimum Stocking Requirement Authorization Performance standards 73
Most Common Violations Observed 2009
- Substituting a non-eligible food - Failing to sell correct type of food, i.e., reduced fat milk - Obtaining signature BEFORE amt. entered on FI - Charging for a quantity > prescribed on FI - Providing extra items - Failing to confirm WIC shopper possesses an ID folder 74
AVOID VIOLATIONS!
Train Your Cashiers
Always ring up the items & enter the total BEFORE asking for a signature.
Handle one FI at a time; complete one transaction before accepting another FI. Compare food items with FI, do not allow more items/ounces than stated on FI.
Allow only the type of milk specified on FI.
Always ask to see the ID Folder if not in sight.
75
RSMS – Retail Store Management System
Internet-based system with 24-7 user access.
All applicants use this system to submit applications for new stores.
Immediate on-line notification of denied/pending application.
Submit updated prices for authorized stores. Price data is retrieved by WIC 1st week of the month.
Quarterly analysis - ensure stores remain price competitive.
Reauthorization of retail stores.
76
Important
Quarterly prices submitted to WIC program must be done by the Retailer
using RSMS only…no
paper price survey forms will be accepted.
77
1.
2.
3.
4.
Enrollment Steps:
Application submitted via RSMS.
Application status “acknowledgement” letter sent to new store applicant.
State agency representative makes an unannounced stocking visit.
Store manager completes mandatory training provided by WIC Certified Trainer.
78
Enrollment Steps:
5. Store cashiers and other key personnel are trained.
6. Training Reporting form sent to SWO.
7. Vendor Compliance Manager sends out final authorization letter and WIC stamp 8. Store places WIC decal in store window(s).
9. Begin accepting WIC.
79
Day One Review
Highlight topics covered during day one Any questions or concerns?
80
WIC Certified Training Day Two
Review Day One Questions from Day One Topics Selection & Authorization Role Play Scenarios Training Tips & Challenges Training Demonstrations Your Role as Corporate Trainers What Have You Learned Available Training Resources Evaluation Adjournment 81
Retailer Selection and Authorization
The State Agency must authorize an number of retail stores to ensure reasonable access to WIC participants.
adequate
The State Agency must provide effective management and oversight of authorized retail stores.
The State Agency will authorize those retailers and applicants that are “ the needs of eligible WIC participants in the Commonwealth. best qualified ” to serve
Best Qualified – Offers WIC Approved foods/formulas at the lowest price!
82
Retailer Selection and Authorization Other Considerations
If number of eligible stores exceeds slots available, then State agency will include other factors, i.e., cost competitiveness of other contract and special formulas (not on the restricted list).
83
Retailer Selection and Authorization
Authorization Exceptions (12VAC5-195-370) criteria: Rural and geographic access Promote Competition Improve Customer Service or remove performance barrier Draw area broader than store’s immediate trade area (city/county) 84
Purpose of Peer Group Classifications
Grouping of stores with similar attributes together for monitoring, reimbursement and authorization purposes.
Competitive price analysis, selection decisions, establish reimbursement maximums.
Compliance and non routine monitoring.
85
Retailer Selection and Authorization City/County
The State uses a Retailer Limiting criteria which identifies an optimal ratio of authorized stores to # participants. 1 store to every 105 participants in most areas & 1 store to every 225 participants in more highly populated urban areas.
Retailer Limiting criteria is set at the city/county level
86
Retailer Selection and Authorization
Business Economic Area (BEA) – consist of one or more metropolitan areas that serve as regional centers of economic activity, i.e., regional markets for labor, products, and information. Mainly determined by labor commuting patterns.
BEAs indicators established by federal government (Office of Management and Budget).
87
Business Economic Area (BEA) Map Commonwealth of Virginia BEA Code Business Economic Area Name
49 Accomack, Northampton 66 Danville 71 Harrisonburg 81 Bristol 133 Halifax 137 Richmond, Charlottesville Central Virginia 138 Roanoke, Christiansburg, Radford 173 Tidewater 174 Northern Virginia 88
Training Tips & Challenges
Let’s have some fun – Trainees Train Group Discussions 89
Your Role as a WIC Corporate Certified Trainer
Initial New Store Training Annual Training Contract Re-Authorization Training Completion of Training Documentation to State WIC Office immediately How to Report to Richmond 90
Available Training Resources
Vendor Manual State WIC regulations (legislative information Systems) WIC Web Site Vendor Liaison Training Aids (supply order form)
• • • • • •
WIC Newsletter Food List Cashier Training Guide How to Accept a Food Instrument Videos Virginia’s 2008 WIC Trainer’s Resource Guide
91
TRAINING & NEXT STEPS
Training Demonstrations from Trainees In-Store Training Resource Materials 92
WIC Program Vendor Liaisons
Who is your Vendor Liaison?
Territory Changes Have Been Made 93
Your Role as a Certified Trainer
Extremely important Annual Training/Federal Requirements Scheduling/Completing Store Training Periodic updates/follow-up with Store personnel 94
REVIEW OF WORKSHOP OBJECTIVES
Become familiar with the Retailer Authorization Training suggested curriculum; Gain practical knowledge on WIC requirements; Gain practical experience on cashier training issues; 95
REVIEW OF WORKSHOP OBJECTIVES
Be able to give an overview of the WIC Program; Be able to explain WIC requirements, guidelines and applicable regulations affecting retail stores; Identify available WIC training resources; Gain practical experience on cashier training issues; Leave with confidence that you can provide WIC cashier training to your stores.
96
Benefits and Concerns
What was most beneficial about this training workshop?
What are your concerns as a newly Corporate WIC Certified Trainer?
97
EVALUATION CORPORATE CERTIFICATION TRAINING
98
Thank You for Attending
CORPORATE CERTIFICATION TRAINING
99