WIC Vendor Training Newsletter October 2017 Welcome to the ITCA WIC Annual Training! The Inter Tribal Council of Arizona, Inc. (ITCA) WIC Program thanks you for partnering to provide nutritious foods for WIC clients in your community! WIC GOALS When a vendor is contracted with WIC; they are helping: Promote growth and development in infants and young children Decrease the complications of pregnancy Prevent obesity and iron deficiency anemia Prevent low birth weight infants Promote breastfeeding Improve dietary habits of WIC clients Improve poor growth patterns This newsletter will serve as annual training for fiscal year 2018. It is your responsibility to ensure this training information available to all store employees who handle WIC transactions. The newsletter and handouts include important ewic information for vendors, including: WIC program review Authorized foods Transaction procedures Vendor sanction schedule Complaint process Upcoming program changes Policies and procedures related to checks can still be found on the ITCA website. ewic, or electronic WIC, refers to WIC benefits that are accessed by a card, like a debit card. Both ewic and checks will be in circulation until as late as February. WHAT IS WIC? WIC is a nutrition program that helps families by providing healthy foods, nutrition information, breastfeeding support, and referrals to community health and social services.
1 What s New? Electronic Benefits The ITCA WIC Program is piloting ewic at Gila River Indian Community. ewic will be implemented statewide October 2017-December 2017! See ewic section for more details! NEW SELECTION CRITERIA Selection Criteria are requirements a vendor must meet to become an authorized ITCA WIC Vendor. Selection Criteria must be met prior to authorization and maintained throughout the contract period. Review the Selection Criteria to ensure adherence to program contract conditions. The Selection Criteria are enclosed with this newsletter. NEW SANCTION SCHEDULE The ITCA WIC Program has revised the Sanction Schedule to accommodate electronic WIC benefits. Authorized Vendors shall comply with the WIC Program regulations, policies and procedures. If any violations are found through the monitoring efforts, ITCA may take certain measures to assist the vendor in complying with the rules and regulations of the WIC Program or may disqualify the vendor for a period of time. The Sanction Schedule does not encompass all contract terms and potential violations. A copy of the Sanction Schedule is included with this newsletter. NEW MINIMUM STOCKING REQUIREMENTS Minimum Stock Requirements have been updated. A copy of the Minimum Stock Requirements is included with this newsletter. Infant Formula NEW CHANGES INCLUDE: 64 oz. shelf stable or refrigerated juice requires at least 4 containers and 3 varieties be maintained. Orange juice is no longer mandatory. Bananas are no longer required to be carried for minimum stock. ITCA WIC Vendors are required to purchase formula only from ITCA s authorized list of formula wholesalers. If infant formula is purchased from a source not listed on the authorized formula list, the vendor will be in violation of the ITCA WIC contract. To view the authorized formula list, go to www.itcaonline.com/wic/vendor. FISCAL YEAR 2018 VENDOR MANUAL The Vendor Manual has been updated to include policies and procedures related to ewic benefits. You can find the manual at www. itcaonline.com/wic/vendor. The Vendor Manual contains policies and procedures for ITCA WIC authorized vendors. NEW VENDOR DECAL Check out the new ITCA ewic Vendor Decal! The window decal allows WIC clients authorized caregivers to identify your store as an authorized ITCA WIC Program Vendor. The window decal must be posted in a location that is visible to clients. ITCA will provide your store with up to two window decals at the beginning of each contract period. An additional supply may be requested by contacting the ITCA WIC Vendor Manager. PLEASE NOTE: Vendors must use the signage provided by ITCA. Vendors are NOT allowed to create or use any other WIC signage unless the Vendor is authorized by another WIC program. WE ACCEPT ITCA ewic 1234 5678 9123 4567 INTER TRIBAL COUNCIL OF ARIZONA, INC. Special Supplemental Nutrition Program for Women Infants and Children www.itcaonline.com/wic 2214 North Central Avenue Phoenix, Arizona 85004 USDA is an equal opportunity provider and employer.
Vendor Role WIC Vendors help to make the ITCA WIC Program work effectively. CONTRACT AND AUTHORIZATION The current fiscal year 2016-2018 contract period expires on September 30, 2018 for all vendors. Vendors will need to complete the On-Cycle Application Process to be eligible for contract renewal. ITCA WIC will be contacting each vendor starting Spring 2018 regarding contract expiration and reauthorization. The On-Cycle Application Process consists of the following: Vendor submits a completed application at least 60 days prior to contract start date (August 1, 2018). The ITCA WIC Program reviews the application and ensures the store meets limiting and selection criteria. - The vendor will be notified of application approval by September 16, 2018. - The vendor will be notified of application denial by September 1, 2018. Each month, WIC clients receive WIC food benefits, which contain authorized foods designed to meet their nutritional needs. ewic benefits can be found on a balance receipt printed at the store, or family benefits list provided at the WIC clinic. Fruit and vegetables are the only benefits issued as a dollar value, and may only be used to purchased fresh produce. Offering quality customer service is important. If a customer makes a mistake, such as selecting the wrong milk, provide them assistance. The WIC Vendor may also find that the WIC Program purchases make a substantial contribution to food sales. Most clients select a Vendor that provides all of their shopping needs. Current studies show a WIC client spends an additional three to four dollars in cash or SNAP benefits for every WIC dollar spent. WIC is good business, but there are many things that store personnel must understand before becoming an authorized WIC Vendor. The vendor must attend a mandatory training provided by the ITCA WIC Program (*Training will be available on different dates and several locations in Arizona). Training can occur prior to the application due date. The Vendor Contract is mailed to store for signature then returned to ITCA. A fully executed Contract is sent to the vendor or corporate office. The vendor continues (or begins) accepting ITCA WIC benefits on October 1, 2018. The next contract cycle will end September 30, 2020. 2
ewic ITCA WIC is Successfully Piloting ewic! The ITCA ewic pilot began on August 23, 2017 for the Gila River Indian Community, and will be rolled out in phases across Arizona. Checks will still be in circulation after your store has implemented ewic. Stores must accommodate customers with WIC checks and customers with ewic cards. 1 Rollout Region 1 - October 23, 2017 2 Rollout Region 2 - October 30, 2017 3 Rollout Region 3 - November 6, 2017 4 Rollout Region 4 - November 13, 2017 5 Rollout Region 5 - November 27, 2017 5 4 Maricopa County Pima County, Yuma County, Santa Cruz County, Cochise County 1 Graham County, Greenlee County, partial Navajo County, partial Apache County 2 La Paz County, Mohave County Yavapai County, Coconino County, Navajo County, Apache County 3 1234 5678 9123 4567 More information about the ewic schedule can be found at www.itcaonline.com/wic. BENEFITS OF ewic No more rejected check fees! Vendors will be paid the average redemption amount per food item for their peer group plus a buffer. Transactions over the NTE will not be rejected or incur a fee. Clients can purchase as much or as little WIC foods at a time as they d like. Requesting the ID Folder and comparing signatures is no longer necessary. Fresh fruits and vegetables and other WIC items can be purchased together and no longer need to be separated into two transactions. No more writing in the date and dollar amount. Allowable items are automatically flagged by the point of sale device or cash register system so cashiers no longer have to dollar amount. All Vendors will be using the same Approved Product List (APL) identifying what items are WIC allowable. 3
r. Quick Facts SEPARATING WIC ITEMS Some registers will be able to complete transactions without separating WIC items from other groceries. Remember,the ewic card must be swiped first and the balance can be paid with another payment type. If your store uses a stand beside device, WIC items will need to be separated from other groceries and non WIC items cannot be included in the ewic transaction. APL The Approved Product List (APL) is an electronic list of all WIC approved foods loaded into the register. Each WIC Program in Arizona has a unique APL. WIC customers from Arizona WIC may be approved to purchase certain items while ITCA WIC customers may not or vice versa. REPORTING UPCS If a food does not scan as authorized but appears to meet the criteria, it should be reported to the ITCA WIC Program. Product information like UPC, manufacturer, and size should be captured and submitted. If the item is an approved item, the ITCA WIC Program will add it to the APL. Products may be reported online at itcaonline.com/ewic. PURCHASE RECEIPT WIC customers must be given a purchase receipt showing the items purchased and the remaining benefit balance (foods left in their ewic account for purchase). BALANCE INQUIRY WIC Customers will be allowed to run a benefit balance inquiry free of charge. WIC customers must be given the receipt showing the benefit balance during an inquiry. DECLARED BRANDS Only declared brands of milk, eggs and cheese may be purchased by WIC clients. Make sure the store has the WIC Approved sticker on the correct declared brand items. AUTHORIZED FOOD LIST Vendors are still required to keep an Authorized Food List by each register for reference. NO OVERRIDES During an ewic transaction, some items will not scan as approved items, and no overrides will be allowed by the register. These items must be purchased with a different payment type or removed from the transaction. RETURNING FOOD WIC customers can cancel items during a transaction but cannot return items purchased with WIC benefits. PIN ENTRY WIC customers will no longer need their ID folder if they are using an ewic card. The WIC customer will enter a Personal Identification Number (PIN) to authorize the transaction in place of using a WIC ID folder. No other identification is required to complete an ewic transaction. PIN ATTEMPTS The WIC customer will have a maximum of 4 attempts to enter the correct PIN. On the fourth incorrect attempt, the ewic card will be locked. If this occurs, direct the customer to call their WIC clinic. Your WIC approved purchases Expiration for the benefits listed below Your ewic Balance after the purchase 4
The Do s and Don ts of ewic transactions DO: Treat WIC customers with the same courtesies as other customers. Scan each item using the UPC attached to the item. Allow the WIC customer to purchase as many or as little benefits in their account as they choose. Allow the use of coupons, purchase of items on sale and promotional specials. Provide mid transaction receipt to WIC customer to show which foods WIC will cover. Allow WIC customer to pay for groceries that are non WIC with a different form of payment. Give the WIC customer a clear, legible cash register receipt for each WIC purchase. DON T: Do not ask the WIC customer for identification. Do not scan UPC s that are not attached to a food item. Do not limit the amount of WIC benefits allowed to be purchased or require all benefits to be purchased. Do not provide cash refunds. Do not allow exchanges (unless item is spoiled or recalled). HELPFUL HINTS WHEN REDEEMING BENEFITS MILK BENEFITS Milk benefits are specific to fat content (skim or 1%, 2%, or whole) and specific to size (gallon, half gallon, quart). During an ewic transaction, the register will only allow the milk with the appropriate fat content and size to be purchased. For example: If a WIC customer has a benefit for 1 gallon of whole milk, they cannot purchase a gallon of 2% milk with ewic. The 2% milk will need to returned/voided or purchased with another form of payment. YOGURT BENEFITS Yogurt benefits are specific to fat content (non-fat and whole fat). WIC customers can only purchase the type listed on their benefit balance. The WIC Approved Food List can be used to determine which yogurts are whole fat. BENEFITS ISSUED IN OUNCES Some WIC benefits will be issued in total ounces allowed for purchase. These benefits include canned fish, infant cereal, baby food fruits and vegetables, baby food meats, and cereal. WIC will not cover partial boxes, bags, cans or jars. Authorized Foods Foods that are authorized with the ITCA WIC Program are carefully selected to ensure they meet the nutritional needs of individuals served by the WIC Program. All authorized foods can be found in the Arizona WIC Programs Food List: itcaonline.com/wic/foods. The most recent version of the Arizona WIC Programs Food List is dated October 1, 2016. The ITCA WIC Approved Product List (APL) contains all products approved for purchase, by category of food: itcaonline.com/wic/foods. 5
WIC Approved Shelf Labels The WIC Approved shelf labels are used to help WIC customer s identify WIC authorized foods in your store. It is mandatory that vendors use the WIC Approved shelf labels for the store/house (declared) brand of milk, cheese and eggs. In addition: If a vendor chooses to use the WIC Approved shelf labels on WIC approved food items, all food items in the same category must be marked. The WIC Approved shelf label cannot be used on only one or two items. For example: In the category for WIC Approved juices, if you place a WIC Approved shelf label on Langers 64 oz. shelf stable apple juice, you must use the WIC Approved shelf labels to identify all other 64 oz. WIC Approved juices. For more information on how to use the WIC Approved shelf labels, please refer to the Vendor Manual. KEEP WIC FOODS IN STOCK We want to make sure that WIC clients can purchase their WIC foods when they are in your store. You must have at least the amounts on the enclosed Minimum Stocking Requirements Form on hand at all times. ITCA WIC VENDOR MANUAL The Vendor Manual outlines the policies and procedures of the ITCA WIC Program. The Vendor Manual can be found at www.itcaonline.com/wic/ vendor. The Vendor Manual can be sent on a CD-ROM by request. How We Monitor You The ITCA WIC Program must ensure that all WIC vendors fully understand and comply with program rules and regulations that are outlined in the Vendor Manual. Therefore, vendors are monitored in several different ways, including: Vendor Site Reviews Rejected Check Reviews/ transactions over the NTE Inventory Audits Customer Complaint Reporting Compliance Investigations What if We Find a Problem at Your Store? If we find your store is not following program rules, you may receive a written warning, training, fines, disqualification and/or termination depending on the severity of the violation. See the Sanction Schedule on Page 1 for more information on violations and penalties. PROGRAM INTEGRITY Reporting fraud can protect the integrity of the WIC Program, and control program costs. Buying, selling, or otherwise misusing WIC benefits is a crime. Suspected program abuse by anyone should be reported to the ITCA WIC Program Vendor Manager or call 602.258.4822 or visit www.usda.gov/oig/hotline.htm. 6
How to Report a Complaint If you have a problem with a WIC customer, you can complete a Client Complaint Form on the ITCA WIC s website at www.itcaonline.com/wic/vendor. Complaints can also be reported by calling the WIC Vendor Manager at 602.258.4822. PAYMENT ADJUSTMENTS Payments made by the ITCA WIC Program to authorized vendors may be adjusted for the following reasons: Item over the Not To Exceed amount Food removed from WIC customer benefits but not received by WIC customer Transaction communication errors Not To Exceed (NTE) amounts are calculated for each WIC item. An NTE is the average redemption price of a WIC item for the previous 30 days, for all vendors in the same peer group. Vendors will not be paid more than the NTE for an item, even if the selling price was higher. Payments may also be adjusted for items charged to the WIC Program that were not received by the WIC customer. If there is a dispute regarding a payment, the vendor must communicate the dispute to the ITCA WIC Program following the Transaction Dispute Resolution procedures detailed in the Vendor Manual. If a transaction communication error results in over payment to the vendor, the ITCA WIC program will adjust the payment to reflect the accurate dollar amount. If transaction communication errors result in underpayment to an authorized vendor, the vendor must follow the procedures for Transaction Dispute Resolution. TRANSACTION DISPUTE RESOLUTION Dispute resolution addresses conditions where on or more parties to an ewic transaction have or may incur a financial loss. Transactions can be disputed by the WIC cardholder, the WIC Vendor or other parties to the transaction. For more information on transaction dispute resolution, please refer to the Vendor Manual. APPEAL PROCESS Authorized vendors may appeal certain adverse actions. For more information, please refer to the Vendor Manual. REPORTING CHANGES The vendor must provide ITCA 30 days advance written notification for changes related to: Banking management Cash register Third party processor Hours of operation Mailing Address Failure to report changes in banking information, cash register information, or third party processing information will result in the ITCA WIC Program losing the ability to reimburse a vendor for benefits redeemed. A change in location is not a change in mailing address. Vendors who change the location of their business will not be authorized at their new location unless they have applied for authorization and received a vendor contract for the new location. To report changes, the Notice of Change form in the Vendor Manual can be used. The Vendor Manual can be found at www.itcaonline.com/ wic/vendor. INTER TRIBAL COUNCIL OF ARIZONA INC. WIC PROGRAM 2214 N. Central Avenue, Suite 100 Phoenix, AZ 85004 Phone: 602.258.4822 Fax: 602.258.4825 www.itcaonline.com/wic In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, sex, disability, age, or reprisal or retaliation for prior civil rights activity in any program or activity conducted or funded by USDA. Persons with disabilities who require alternative means of communication for program information (e.g. Braille, large print, audiotape, American Sign Language, etc.), should contact the Agency (State or local) where they applied for benefits. Individuals who are deaf, hard of hearing or have speech disabilities may contact USDA through the Federal Relay Service at (800) 877-8339. Additionally, program information may be made available in languages other than English. To file a program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, (AD-3027) found online at: http://www.ascr.usda.gov/complaint_filing_cust.html, and at any USDA office, or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632-9992. Submit your completed form or letter to USDA by: (1) mail: U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights,1400 Independence Avenue, SW, Washington, D.C. 20250-9410; (2) fax: (202) 690-7442; or (3) email: program.intake@usda.gov. This institution is an equal opportunity provider.