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EBT Staff Training

Melody Schrank , RD/LD the Chickasaw Nation Melody.schrank@chickasw.net. 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 -

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EBT Staff Training

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  1. Melody Schrank, RD/LD the Chickasaw Nation Melody.schrank@chickasw.net EBT Staff Training EBT User Group Meeting July 2014

  2. 4000 participants 8 clinics 20 front- line staff 33 vendors

  3. Constant State of Change • Spirit (first SAM)- • May 2007 • Food Package - • August 2009 • Statewide Online EBT - • October 2010

  4. Staff Training • EBT 101 with processor 4 months prior to rollout • Learning the lingo: EBT, APL, UPC, PLU

  5. 1 week prior to rollout • Hands-on training using test environment • Combination of Spirit Enhancement Contractor, EBT Processor & Chickasaw Nation Implementation Training

  6. Spirit (MIS) Training • Card Issuance • Benefit issuance/ adjustment • Transaction history • Account balance

  7. EBT Processor Training • IVR • Pinning a card

  8. Chickasaw Nation Policy • Participant/ Proxy Identification • # cards per household • Card replacement policy

  9. Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated…) • .25 gallons milk = 1 quart • .25 beans = 1 can Food Issuance Changes

  10. Food Issuance Changes • 128/256 ounces infant food • Issue Whole Grains in ounces • Chocolate Milk- issue the subcat

  11. The Shopping Experience • Staff visited stores to make compliance buys • Recommend for all states implementing EBT!

  12. Train your staff how to troubleshoot basic EBT issues & to gather the information State Office staff will need to troubleshoot more difficult issues! Lessons learned

  13. Card 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 Issues

  14. Participant 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 Issues

  15. Participant Unable to PIN Card • Are the mailing zip code and DOB for cardholder correct in Spirit? • Is the participant using a touch-screen phone? Troubleshooting EBT Issues

  16. Initial balance • WIC Purchase • Ending balance Deciphering the Receipt

  17. Contact Information Melody.schrank@chickasw.net

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