Corporate WIC Certified Train the Trainer Workshop (2010)

1. Corporate WIC Certified Train the Trainer Workshop(2010)

2. IntroductionsSelf-Introduction of Trainees • Tell us something fun/interesting about yourself. • What do you enjoy most in your role as trainer? Least enjoy? • What are your expectations for this workshop?

3. WORKSHOP OBJECTIVES • Be able to provide an overview of the WIC Program and the benefits offered to eligible participants; • Be able to explain WIC policies, guidelines and state regulations pertaining to retail stores; • Become knowledgeable about WIC Allowable foods and other requirements associated with handling WIC FIs/CVVs; • Identify available training resources; • Gain practical experience in handling cashier training issues; and • Leave with confidence that you can provide training to authorized stores and new store applicants.

4. Rules of the Road • START AND END ON TIME • PARTICIPATE • STAY FOCUSED • BE CANDID AND OPEN • NO QUESTION IS A FOOLISH QUESTION • NO IDEA IS A BAD IDEA • AVOID SIDE CONVERSATION • LISTEN FULLY • AVOID KILLER STATEMENTS AND GESTURES • SHARE THE SPOTLIGHT WITH OTHERS • RESPECT CONFIDENTIALITY . . . BUILD TRUST • HAVE FUN!

5. Virginia WIC ProgramCertified Trainer’s Manual • It’s yours! • Serve as a training resource. • Let’s look at the contents.

6. Vendor Manual - Virginia WIC Program • Content updated in October 2008 to concur with USDA changes and state WIC Program regulations. • New guidelines issued in 2009. • Vendor Manual – instructions for retail stores. • Every store MUST have one. Ask for it when visiting your stores. • Clean out and discard outdated materials stored in the Vendor Manual.

7. WIC Certified Trainers Agenda (Day One) • Agenda Review • What is WIC and it’s Purpose? • Common Misconceptions about WIC Foods • WIC Foods & Approved Formulas • FI Food Package Changes • FI/CVV Handling • Delivering Good Customer Service • Common Problems Handling FIs

8. WIC Certified Trainers(Agenda Day One) • Processing FIs for Payment • Processing CVVs for Payment • Monitoring Activity • Program Sanctions - Violations • Retail Store Management System • Highlights of the Day • Q & A • End of Day One!

9. WIC Certified Trainers Agenda (Day Two) • Review Day One • Questions From Day One Topics • Selection & Authorization • Role Play Scenarios • Training Tips and Challenges • Group Brainstorming • Training Demonstrations • Your Role as Corporate Trainers • What have you Learned • Available Training Resources • Evaluation and Adjournment

10. WIC and Its Purpose • The WIC Program helps provide nutritious foods for infants from birth to age 1, children until they reach age 5, and women who are pregnant, breastfeeding, or have just given birth. You must be a member of one of these categories to receive WIC benefits.

11. WIC and Its Purpose • A Healthier Pregnancy- Pregnant women who eat right are less likely to have babies with serious health problems. • Better Child Development - Children who eat nutritiously grow at a healthier rate and learn better in school. • Better Overall Health- Eating healthy results in energy, healthy & strong bodies and protection against illness or other health problems.

12. Eligibility • To be on the program, a person must: • Live in the state of Virginia • Be categorically eligible (female, infant or child) • Be a nutritional risk • Meet income requirements

13. Program Benefits • A eligible participant will be issued food instruments and cash value vouchers. • Three months of FIs/CVVs are issued – most participants. • FIs/CVVs prescriptions provide for WIC approved milk, cheese, eggs, juice, cereal, dried beans, peas, peanut butter, canned/fresh fruits, canned/fresh vegetables, contract and special formula.

14. Participant Challenges • Challenges people encounter as WIC participants and customers: • Language • Social Barriers • Economic Barriers • Literacy/Education

15. Retail Store’s Role • Make sure the WIC customer receives the nutritious WIC approved foods prescribed on the food instrument/cash value voucher. • Provide good customer service that ensures a WIC customer will want to return to your store. • Process FIs/CVVs properly so store will be paid.

16. Understanding the WIC Customer • WIC Cashier Training Video Module #1 • Discussion

17. Knowledge of WIC Program - Quiz Put the steps of accepting the WIC Food Instrument in correct order. • __ Have the customer sign the Food Instrument in blue or black ink. • __ Visually confirm participant has the WIC ID folder. • __ Compare the food items wanted for purchase with those listed on the FI, taking careful exam of the quantities listed and selected to buy. • __ Ring up their non-WIC item for purchase. • __ Check that the purchase date falls between the ‘spend between’ dates. • __ Have the customer separate WIC items from non-WIC items. • __ Total the grocery order, excluding the sales tax, and write the total in ink in the space provided on the FI. • __ Give the customer a receipt for the WIC purchase.

18. Knowledge of WIC Program Put the steps of accepting the WIC Food Instrument in correct order. • _6_ Have the customer sign the Food Instrument in blue or black ink. • _1_ Visually confirm participant has the WIC ID folder. • _4_ Compare the food items wanted for purchase with those listed on the FI, taking careful exam of the quantities listed and selected to buy. • _8_ Ring up their non-WIC item for purchase. • _3_ Check that the purchase date falls between the ‘spend between’ dates. • _2_ Have the customer separate WIC items from non-WIC items. • _5_ total the grocery order, excluding the sales tax, and write the total in ink in the space provided on the FI. • _7_ Give the customer a receipt for the WIC purchase.

19. Misconceptions about WIC foods Small Group Brainstorm Discussion

20. WIC or NOT NO Not WIC Approved Not store brand 13oz Box

21. WIC or NOT YES WIC Approved 16 oz can

22. WIC or NOT NO NOT WIC Approved Not on Food List 46oz Bottle

23. WIC or NOT No Must be packed in Water 6.5 oz size

24. WIC or NOT NOT approved 12 ounce size is not allowed. Only 16 oz. packages and must be store designated brand of cheese. 12oz size

25. WIC or NOT NO NOT Approved Blends are not allowed plus No national brands are allowed 18 oz size

26. WIC or NOT NO NOT approved Brown eggs

27. WIC or NOT YES ½ gallons Any Brand Must be size stated on FI.

28. WIC or NOT YES If no “Store Brand” is sold then this reduced fatcheese (National Brand) is allowed. Must be 16 oz.

29. WIC or NOT NO NOT approved Mixed not approved 8oz Box

30. WIC or NOT Yes Brand Specific for Infant Cereal

31. WIC or NOT No Not Contract Brand Specified on FI for Infant Cereal

32. WIC or NOT YES WIC Approved Any Flavor Only when stated on the FI “with fiber” is only allowed if stated on FI 6 – 8oz Vanilla Flavor

33. Lactose Reduced/Lactose Free Milk • Lactose reduced/free refers to milk sugar (lactose) content, not fat content. Any brand available. • Source of confusion for all (complaints received).

34. Reduced Fat Cheese • Store designated brand or Kraft Deli Deluxe 2% Milk American Cheese (16 oz) is allowed. • Store designated Mozzarella (whole or part skim) cheese is not considered a reduced fat cheese and is allowed anytime FI lists cheese.

35. New Foods & Cash Vouchers WIC Cashier Training Video module 6

36. Approved Food List(Effective October 1, 2009 New Food list will be distributed May 1 2011 • New Processes • Cash value vouchers (CVVs Fruits & Vegetables) • Clients pay difference above the preprinted value • WIC Designated Shelf labels New Foods • Whole grain bread • Whole grain tortillas • Brown Rice • Fruits and Vegetables (canned or fresh) • Baby Food • Salmon

37. Decline Rule “Foods Only” • WIC customers are being instructed by WIC staff to purchase all foods listed on their FI. • However, you may still encounter customers who refuse to purchase everything on the FI. • Do not require a customer to purchase all of the foods (unless it is formula or infant cereal); go ahead and accept the FI.

38. Decline Rule “Foods Only” - Continued • You may let us know of a customer declining any foods by completing and sending in a WIC Complaint/Incident Form. • WIC customers must always purchase the exact brand, quantity, type of infant formula and infant cereal stated on their food instruments.

39. Primary Contract Infant Formula • Primary contract for formula was awarded to Abbott Laboratories Ross Product Division in 2006. Contract run for five years. • Payee or proxy are required to purchase the full quantity and specific formula prescribed on the food instrument.

40. Eligible Primary Contract Formulas For the Virginia WIC Program is: • Similac Advance EarlyShield – powdered and concentrate • Similac Advance EarlyShield – RTF available now.

41. Eligible Primary Contract Formulas • Similac Sensitive Isomil Soy • Concentrate 13 ounce • Powder 12.4 ounce • Ready to feed 32 ounce • Similac Sensitive • Concentrate 13 ounce • Powder 12.6 ounce • Ready to feed 32 ounce

42. Ross Product Name & Label Changes

43. Contract Formula • WIC participants in Virginia are given formula food instruments that can be redeemed at retailers for a specific primary contract formula, making a manufacturer the primary supplier to the WIC market in Virginia.

44. Cashier Errors – Rebate $ Impact • Cashiers who sell wrong type of formula, sell less than quantity, and enter wrong $ on FI create a loss in rebate $ paid to the WIC Program. • Train cashiers to be cautious – allowing formula as specified, unless over $125.00

45. Action to Reduce Impact • Compliance Investigation and Sanction: Establishing a new violation for documented incidents of non-compliance with contract formula purchases which includes allowing participants to purchase less than the quantity stated on the food instrument. • Four (4) or more documented incidents from a single investigation would warrant a one year disqualification (B1-13). • Never accept a formula FI that exceeds $125 limit

46. UPC Code Contract Formula FIUPC number in DescriptionArea • Train cashiers to read the description and check the UPC on the formula

47. Special Formula Retailers can accept FIs for only three special formulas. There are no UPC Numbers on the special formula FI’s. Cashier must match the name/type/quantity with the FI. • Alimentum • Nutramigen Enflora LGG • PediaSure (all flavors) • If a WIC FI exceeds the $125.00 maximum DO NOT ACCEPT- ask the participant to return FI to the clinic.

48. Prescribed Foods • Children under 2 have the option of beans. • Whole milk is given only to children under 2 years of age. • Children age 2 and older and all women FIs prescribes: 2%, 1%, ½% or skim milk; no whole milk.

49. Food Instrument Handling Procedures • Cashiers Responsibility - How to Accept a WIC Food Instrument • Scanning System – Pros and Cons • UPC on Contract Formula FIs only. • UPC discrepancies?

50. Cash Value Vouchers Handling Procedures • Cashiers Responsibility - How to Accept a Cash Value Voucher • Preprinted amount – pay difference? • Common processing errors