EBT Staff Training
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EBT Staff TrainingEBT User Group MeetingJuly 2014Melody Schrank, RD/LDthe Chickasaw [email protected]
4000 participants 8 clinics20 front- line staff 33 vendors
Spirit (first SAM)- May 2007Food Package - August 2009Statewide Online EBT -October 2010Constant State of Change
Staff Training EBT 101 with processor 4 months prior to rolloutLearning the lingo: EBT, APL, UPC, PLU
Implementation Training1 week prior to rolloutHands-on training using test environmentCombination of Spirit Enhancement Contractor, EBT Processor & Chickasaw Nation
Card IssuanceBenefit issuance/ adjustmentTransaction historyAccount balance
Spirit (MIS) Training
EBT Processor TrainingIVRPinning a card
Participant/ Proxy Identification# cards per householdCard replacement policyChickasaw Nation Policy
Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated).25 gallons milk = 1 quart.25 beans = 1 canFood Issuance Changes
128/256 ounces infant foodIssue Whole Grains in ouncesChocolate Milk- issue the subcat
Food Issuance Changes
Staff visited stores to make compliance buysRecommend for all states implementing EBT!The Shopping Experience
Lessons learnedTrain your staff how to troubleshoot basic EBT issues & to gather the information State Office staff will need to troubleshoot more difficult issues!
Troubleshooting EBT IssuesCard Declined at Store or No BalanceDoes a balance show in the EBT Account?Were benefits issued?When is the First & Last Day to Use on benefits?Were all benefits redeemed?
Troubleshooting EBT IssuesParticipant Unable to Purchase a Food ItemIs the food allowed?Is the container size allowed?Is the balance sufficient for the item?Store/Food Item/ Brand/ Container Size/ UPC?
Troubleshooting EBT IssuesParticipant Unable to PIN CardAre the mailing zip code and DOB for cardholder correct in Spirit?Is the participant using a touch-screen phone?
Deciphering the ReceiptInitial balanceWIC PurchaseEnding balance
Contact [email protected]