EBT Staff Training
17
EBT Staff Training EBT User Group Meeting July 2014 Melody Schrank, RD/LD the Chickasaw Nation [email protected]
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Melody Schrank , RD/LD the Chickasaw Nation [email protected]. EBT Staff Training. EBT User Group Meeting July 2014. 4000 participants 8 clinics 20 front- line staff 33 vendors. Constant State of Change. Spirit (first SAM)- May 2007 Food Package - - PowerPoint PPT Presentation
Transcript of EBT Staff Training
EBT Staff Training
EBT User Group MeetingJuly 2014
Melody Schrank, RD/LDthe Chickasaw Nation
4000 participants 8 clinics20 front- line staff 33 vendors
• Spirit (first SAM)- May 2007
• Food Package - August 2009
• Statewide Online EBT -October 2010
Constant State of Change
Staff Training • EBT 101 with processor 4 months
prior to rollout• Learning the lingo: EBT, APL, UPC,
PLU
Implementation Training• 1 week prior to rollout• Hands-on training using test
environment• Combination of Spirit Enhancement
Contractor, EBT Processor & Chickasaw Nation
• Card Issuance• Benefit issuance/ adjustment• Transaction history• Account balance
Spirit (MIS) Training
EBT Processor Training• IVR• Pinning a card
• Participant/ Proxy Identification• # cards per household• Card replacement policy
Chickasaw Nation Policy
• Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated…)
• .25 gallons milk = 1 quart• .25 beans = 1 can
Food Issuance Changes
• 128/256 ounces infant food• Issue Whole Grains in ounces• Chocolate Milk- issue the subcat
Food Issuance Changes
• Staff visited stores to make compliance buys
• Recommend 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 Balance•Does 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 Item•Is 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 Card•Are the mailing zip code and DOB for cardholder correct in Spirit?•Is the participant using a touch-screen phone?
Deciphering the Receipt• Initial balance• WIC Purchase• Ending balance
