LARC eWIC Training Webinar - 2018 - Colorado€¦ · LARC Roles & Responsibilities •Roles &...
Transcript of LARC eWIC Training Webinar - 2018 - Colorado€¦ · LARC Roles & Responsibilities •Roles &...
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LARC eWIC Training
Webinar - 2018
Conference Call #: 877-820-7831
Passcode: 381274#
February 2018
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Build Competencies
I. Explain the main state expectations of their role and
responsibilities in order to have an effective Local Agency
Vendor Management Plan; including monitoring reviews of the
local agencies by state WIC.
II. Detail the locations of the main resources available to LARC,
stores and clients.
III. Be able to explain the store’s responsibilities to retailers.
IV. Describe the methods of resolving issues and tools available.
V. Take tips from other LA and incorporate into their Vendor
Management.
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Agenda1) LARC Roles & Responsibilities
2) Store Responsibilities
3) Allowable Foods
4) eWIC
5) Complaints & Resolving Issues
6) Education of Participants
7) Fraud/Selling Formula
8) Violations & Sanctions
9) Routine Monitoring
10) Compass
11)WICShopper
12) Material Updates
13)Future Trainings
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Resources
1) Retailer Handbook
2) CO WIC Program Manual
3) WIC’S WORLD
4) Compass Reports
5) Peg Ramirez for any materials or general questions
6) MJ, Cheryl, or your Nutrition Consultant
7) Website: www.ColoradoWIC.com
8) LARC Quarterly Calls
9) Weekly Digest
10) Other LARC
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Annual Food Dollars for
FFY2017=$54 million,
$4.5 million monthly,
$150,000 a day,
…that’s a lot!!
Colorado WIC Program
• Completed statewide eWIC implementation November 2016.
• 84,654 WIC participants
• 38 local WIC agencies, 107 WIC clinics
• 454 total WIC-authorized retailers in Colorado• 148 King Soopers/City Market
• 104 Albertson/Safeway
• 85 Walmart
• 18 Target
• 25 small chains (Save-A-Lot, Lowes, etc)
• 68 independent stores
• 4 Commissaries
• 1 Pharmacy
• 1 Farmer
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Local Agency Retailer Coordinator (LARC)
Responsibilities
State Retailer
Coordinator
Responsibilities (MJ)
Complaints•Initial & day-to-day routine complaints are resolved & documented in
retailer &/or participant file
•Ongoing or serious violations should be reported to MJ
•All Civil Rights complaints must be documented & forwarded to MJ/State
Office
•Coordinate the handling &
documentation of
retailer/participant complaints.
•Initiate undercover investigation to
detect non-compliance with Program
policies & procedures.
Issues/
Sanctions
•Local Agency is responsible for counseling, giving warnings or disqualifying
abusive participants
•Contact Store- Talk to the store manager
•Resolve & document OR send Problem Report Form to State
•Determine type & level of sanctions
to be assessed against abusive
retailers.
Visits•Monitor 1/3 of all stores every year
•Send completed Reports to MJ
•Follow-up with retailers as necessary & to ensure compliance
•Provide training to LARC
•Determine high-risk retailers
•Submit report to USDA annually
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LARC Roles & Responsibilities• Roles & Responsibilities – Program Manual
• Providing general oversight of retailers within service area
• Visits
• Pre-authorization
• Orientation
• Monitoring
• Training
• Retailers
• New WIC educators & new LARC
• LARC to Educators: Explain foods, use of eWIC card, counsel, educate
Educators on importance of providing food delivery services to clients,
should relay issues or info re: stores or problems to LARC, document ppt
complaints in writing, get receipts/pictures.
• Interaction w/ Retailers
• Issues/Complaints
• Program Integrity
• Local Agency expert in WIC Retailer Coordination
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LARC R&R
• Training Retailers
• Goal: retailer education and training to reduce errors, prevent abuse &
improve program services.
• Ability to deliver orientation/training/monitoring sessions to various
levels of retail staff.
• Retailer training is designed to be consistent statewide and may be conducted:
• 1. Initial Authorization-Pre-authorization visit
• 2. Annual Training-formats such as newsletters, DVD, etc.
• 3. Interactive Training-Routine Monitoring
• 4. Mandatory Training (for corrective action)
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Retailer Files
Keeping detailed records is a key to effective coordination
between State, Local Agency & Retailers
Local Agencies are encouraged to keep files or track
communications
Most Importantly:
Find a method that works for you & stick to it. Use it to help
you go from good to great.
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Store Responsibilities
• Training
• Knowing the violations, the foods, eWIC
transactions
• DVD or chain’s training intranet
• Keep Manual
• WIC’S WORLD- USE IT TOO LARC!
• 4 editions in 2016 & 3 editions in 2017
• State Office keeps copies of
Retailer Agreement
• Shelf Tags
• Shelf Prices- state must
receive every 6 months
• Minimum Stocking
Requirements
• How to order materials
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Allowable Foods
o How determined- WIC Food Advisory Committee
o Specific in Foods List (Brand, Size, names, pictures, etc.)
o Helping Guide-Yogurt Helper, etc.
o Local agency & participant input/feedback/ideas
o Timing of next Foods List review: Early 2019
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eWIC
• Approved Product List (APL)
• Troubleshooting
• Why pictures & receipts are important
• Patterns-common issues: what are some you see?
• Tools & resources
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BE AN INVESTIGATOR!
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Step 1: Check the benefit
balance and ask for a
pictureWIC Approved?
Issued to client?
Size too large for amount left?
Approved and missing from
APL? Send to us!
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Check the updated benefit balance
Audit Trail will be
delayed a day or two.
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Step 2: Get a
copy of the
receipt
What was paid for with
eWIC?
What was paid for out of
pocket?
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Mid-transaction
Receipt
• Lets client see what will be paid for with
eWIC and the cashier to see beginning
balance to try to help.
• Why is there a remaining balance?
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Why receipts are important
Help to investigate complaints or problems that are
reported w/ eWIC transactions.
Help answer ppt questions about what is being
covered by WIC
Help ppts stay aware of benefits remaining on
account
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FAQ-Foods
If family is issued
“skim/1%” milk, this
full-fat item will not
go through.
-Store brand lactose free is in the APL.
-Always check the fat content—Lactaid is
tricky!
Gerber 2nd Foods are typically 2 packs
of 4oz containers
Gerber 1st Foods are typically 2 packs
of 2.5oz containers
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New Yogurts Added!
We have heard your concerns & participants
struggling w/ finding approved ones in stores
Expanded the list of approved yogurts
Lifted the restrictions on sugar to match Federal
Regulations allow up to 40 grams of sugar/cup
8 new yogurts! See updated Yogurt Helper &
Weekly Digest article for more details
NEW YOGURT HELPER
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Unit of Measure (???????)Milk:
Gal or Can?
Peanut Butter/Beans:
JBC or Jar or Can or
Bag?
On store receipts &
WICShopper App
Main message:
The word will not
affect family
benefits.
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WIC item not in the APL?
1. Text a picture of the item bar code and label to
(720) 630-3391 (QUICKEST and EASIEST!)
2. Send an email to Melanie:
3. Fill out the UPC Request Form on
www.ColoradoWIC.com
Did I mention we love
pictures…
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APL on the Websitehttps://www.colorado.gov/pacific/cdphe/find-allowable-wic-foods
Check by UPC for the most accurate results!
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Role as a LARC – Complaints
What types of problems should be handled by LARC?
LARC are responsible for:
• Resolving routine problems such as:
• Day-to-day complaints
• Occasional stocking problems (i.e., formula)
• Documenting complaints & follow-up actions; use Vendor Log in Compass or
Retailer/Participant Problem Report Form (optional)
• Referring ongoing & serious problems to MJ
When should MJ (State Office) be notified?
Notify MJ:
• When ongoing problems w/ a specific retailer
• When a Civil Rights Complaint is received
• Any time you have a question or concern about a store or program policies &
procedures
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Resolving Issues
STORE
Retailer Complaints against a Participant
• What did the store manager say when you called?
• Document in Compass or file
• Counsel
If the retailer cannot resolve the conflict by informing the participant of the
proper WIC procedures, then the retailer needs to report the incident to
their LARC or use the Participant Complaint Form (PDF or online
electronically).
Once the report is received at the State office a copy will be forwarded to the
LA for follow-up. If report is submitted to LA, please forward a copy to State
Office (MJ).
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Resolving IssuesPARTICIPANT
Participant Complaints about a Retailer
• Complaints or problems about a retailer are reported to LARC, who should contact the store
manager to discuss further, get details & resolve as able.
• What did the store manager say when you called?
• Encourage participants to relay what happens in stores. Having a detailed account with dates and
circumstances all documented in a logical order and presented to store personnel is very effective.
(REMEMBER: Do not report the participant name/information to a retailer.)
Formal Protocol & Procedure:
From Educator to LARC: Participants should be encouraged to discuss their experiences at the store
with their WIC Educator. If a participant relates a complaint or problem about a retailer, the
comments should be forwarded to LARC (such as by documenting issue via email or on Retailer
Problem Report online electronically).
In accordance with the Colorado Retailer Agreement, a retailer must treat the WIC customer with
the same respect and offer WIC participants the same courtesies as offered to other (non-WIC)
customers. If the WIC participant feels they have not been treated well, they may complete a
Retailer Problem Report form. The LARC will follow-up with the retailer concerning the complaint
and then forward the form to the State office for processing.
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Education of WIC Participant
Training our Participants:
How well ppts understand their responsibilities for choosing
allowable foods and using eWIC properly.
Make sure ppts are aware of:1) Proper use of eWIC cards: shopping experience, impact of choosing non-WIC
foods for them (have to pay for or have voided).
2) Authorized Foods: educate on AFL, etc.
3) Penalties for improper behavior: no returns, store behavior: Prevention
4) Encourage ppt to relay what happens in stores; WIC might be able to improve
store service if we get enough info (dates, receipts, names, etc.).
***What information have you found most helpful for participants to know?***
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Fraud/Selling FormulaFraud/Selling Formula
-Clinic Procedures for Endorser Misuse-see program manual
-Fraud Messaging: Tips for discussing potential program violations with
participants-handout
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Violations & Sanctions
WIC has a system of sanctions to ensure that WIC customers receive the correct
nutritious foods prescribed for them. WIC-authorized stores, as well as WIC
customers, may be sanctioned if found to have committed violations abusing the
Program.
Store violations can be found in the WIC Retailer Handbook (pg. 23)
Store sanctions range from nonpayment of a WIC benefit to disqualification from the Program
The main store violations to keep in mind are:
- Not training store staff on foods and policies
- Not providing receipts to WIC customers
- Staff not trained on eWIC transactions
- Giving away free non-WIC approved foods
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LARC Role -Training Basics &
Requirements
Pre-authorization Visit & Report
Orientation Visits & Report
Scheduling
Benefits of WIC for retailers and clients
Issues
Monitoring Visits & Report
Scheduling
Benefits of WIC for retailers and clients
Issues
Mandatory Training
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Routine Monitoring
Goal: Review new Routine Monitoring & Report Form as it
relates to eWIC & new fiscal year/agreement period.
- What is it?
- What do I need to know?
- What do I need to do?
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Do What?!?!Breaking It Down: Monitoring Visits & Reports
WHEN:
- At minimum, WIC-approved stores are to
be monitored every 3 years
- High-risk & stores with ongoing problems
will be monitored more frequently.
• Monitor 1/3 of all your stores every year, so you don’t
have so many to do at the last minute.
• Don’t call to set up appointments too far in advance,
maybe a week ahead, their schedules can change
frequently.
WHY:
- Periodic monitoring visits are conducted to:
• Help store; build a relationship
• ID issues & correct them
• Discuss any problems or questions retailer is experiencing
• Review WIC penalties for non-compliance
• Share & repeat all of the many benefits of WIC
• Make sure $54 million of WIC dollars is being spent to
compliment nutrition education!
HOW:
- Monitoring Reports
• Send completed Retailer Monitoring Report Form to MJ
• Follow-up with store as necessary & to ensure compliance
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How do I prepare for a Monitoring
Visit?1) Call the Store First
a. Introduce yourself
b. Schedule an appointment with Store Manager or Front End Manager*
2) Explain what your expectations are for the visit. Discuss with store representative what you need to
see during the visit:
Retailer Manual (correct date? policy letters?)
WIC’s WORLD (last 2 years 2017 & 2016)
WIC Retailer Training Video
Training Documentation Form-paper copy
Ask if they or their staff have questions about WIC items
3) Other items you may need to bring:
a. Extra Allowable Food Lists
b. Your contact information
c. Share their WIC history with them
d. WIC dollars spent - $$$$$
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How do I conduct a Monitoring
Visit?
The goal is to create a partnership with our retailers and work through
questions and problems.
To start off a store visit:
Introduce yourself & explain your role with WIC
Review demographic information & make necessary changes
Point out Annual WIC Sales-Just 1 reason why WIC is so important!
Why else is WIC important?
A detailed redemption sheet is available upon request-MJ
Begin a dialog with manager/store rep. to establish a positive working
relationship; stressing the importance of their role
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• Do the Shelf Survey First
– Ask store rep. if they would like to join you
– Choose the most expensive items allowed
– Look for items that are hard for ppt to find
– Look to see if they have an Allowable Foods List at each register
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What to do after a Monitoring
Visit?Determine Compliance
― Indicate whether the store was found in or out of compliance.
― If out of compliance, complete appropriate last sections of report. Explain any deficiencies & request Corrective Action Plan (CAP) be written on report.
Leave a copy of the report with the store
Send a copy of the full report, including shelf survey to MJ:― Scan/Email [email protected]
― Fax:(303) 756-9926― Mail: CO Dpt. of Public Health & Environment
ATTN: PSD-WIC Program-Retailer Unit4300 Cherry Creek Drive SouthDenver, CO 80246-1530
File original copy for at least 6 years
Follow-up with retailers as necessary
Natalie
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COMPASS
• Using search features %STORE%
• Navigating in Compass
• Reports• List of your stores & status
• Report of WIC sales
• Monitoring report status
• Product search for hard to find items using UPC
• Many more-just play around in “Reports”!
• Updating Information in Compass
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WICShopper Mobile App
-Make sure clients are registering their eWIC card on app
-Can set notifications & Spanish
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Materials Update
• Weekly Digest
• Store brand labels & formula handouts
• Meetings– retailer & food advisory group meeting
• September 14, 2018
• Encouraged to attend
• New Retailer Training Video – coming soon!
• New/Updated Training Facilitation Guide & Post-Test
• New/Updated Retailer Guide to eWIC
• New/Next Allowable Foods List coming in early 2019!
• LARC Manual- in development & coming soon!
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Future Trainings
-Interactive-practice buys? Store visits w/ State Office?
-What would you like to see? Topic specific, shorter, etc?
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Questions?