ewic toolkit - kdhe · that certifies the electronic cash register ... integrated with the store...

eWIC Toolkit Part 1: Preparing for eWIC

Ideal for WIC Coordinators & other staff

October 2017

October 2017

eWIC Toolkit: Table of Contents

Part 1: “Preparing for eWIC” Ideal for WIC Coordinators & other staff

Introduction to eWIC …………. 1 Overview………………………………… 2 Glossary & Acronyms………………. 4 Timeline…………………………………. 10 Roll-Out Plan…………………………... 12 Changing from Checks to eWIC… 19

Clinic Flow ...……………………….. 23 Clinic Flow Overview……………….. 24 Clinic Flow Chart……………………… 28 Clinic Flow Scenarios……………….. 29

Equipment & Cards …………… 33 Equipment………………………………. 34 Cards & Inventory……………………. 38 LA Card Inventory Control Form.. 43

Partner Notification ………….. 45 Tips to Promote to Partners……… 46

Local Vendor Manager ………. 49 Level III Certifications………………. 50 Education Buys………………………… 58 Vendor Tools…………………………… 62 Vendor Manager FAQs……………… 66

October 2017 1

eWIC Toolkit: Introduction to eWIC

Introduction to eWIC

2

October 2017 Introduction to eWIC – Overview

eWIC Toolkit: Introduction to eWIC – Overview

Overview Beginning in 2017, the Kansas WIC Program will change the way food benefits are issued to WIC clients from paper checks to electronic benefit transfer, or EBT. In Kansas, we are calling this eWIC (or electronic WIC), which allows clients to purchase their WIC food benefits using a plastic card called an eWIC card. Shawnee County is the pilot agency, starting in September of 2017. Statewide implementation will be by regions, starting in January of 2018 with the last agencies starting in late May.

This means that paper checks will no longer be printed and given to clients to spend at the grocery store. All clients will receive their food benefits electronically. The benefits of eWIC for clients and staff include:

• eWIC is convenient and easy to use.• eWIC is safer and more secure than paper checks.• WIC foods don’t have to be purchased all at once.• Staff no longer have to void and reissue paper checks.

There will be changes to KWIC. State and local policies will change to reflect the new eWIC process.

The desired outcomes for this transition are: • Caseload is maintained.• Clients continue to receive appropriate services, including nutrition

education.• Clients have a positive experience with eWIC.

Task Checklist:

Distribute this eWIC Toolkit to all staff to review prior to eWICTraining.

Arrange for all staff to attend the live webinar training. See schedulehere. Please keep track of all eWIC training internally in your trainingfolder.

http://www.kansaswic.org/local_agencies/eWIC.htm

3

October 2017 Introduction to eWIC – Overview

eWIC Toolkit: Introduction to eWIC – Overview

Be sure read the monthly eWIC News distributed with eachmonth’s Information Memo. All issues of eWIC News can be found here.

Have all staff review the 2015 eWIC Orientation webinar as arefresher. Tip: The webinar can be stopped just before the last section“The Planning Phase” as that portion no longer applies.

Upon eWIC roll-out, per federal regulations, your agency must allow clientsto leave a voicemail to report lost or stolen cards after hours. The messagemust state that the staff will deactivate the card the next business day andrequest that the client call back during normal business hours to schedule anappointment to be issued a new eWIC card.Sample voice message:This phone line is to report lost or stolen eWIC cards. Please leave theactive client’s full name with spelling, date of birth, and a phonenumber. Your eWIC card will be deactivated the next business day.Please call the WIC office during business hours to schedule anappointment to receive a new eWIC card. For all other messages, callback during regular business hours.

Using this toolkit This toolkit contains information that local agency WIC staff need to assure a smooth transition to eWIC for clients. The information will be informative to review prior to receiving training on eWIC, and will serve as a helpful resource throughout roll-out.

Prior to the training webinar, please encourage selected staff to read Part 1 of the toolkit, covering introduction to eWIC, clinic flow, equipment and cards, partner notification, and local vendor manager. Ensure that all staff have read Part 2 of the toolkit (ideally more than once) covering client education, policy changes, and eWIC Hints. All staff should also read the Appendices.

Refer to the Table of Contents for details. The toolkit and each of the components are available electronically on the Kansas WIC Website’s “eWIC for Local Agencies” page.

Special thank-you to Wisconsin and Massachusetts WIC programs as much of this toolkit has been adapted from their eWIC training documents.


http://www.kansaswic.org/local_agencies/training.html



4 October 2017 Introduction to eWIC – Glossary & Acronyms

eWIC Toolkit: Introduction to eWIC – Glossary & Acronyms

Glossary Approved Product List (APL): A list that includes all Kansas WIC-approved foods for WIC agencies, vendors, and clients to determine what foods can be purchased with eWIC cards. The APL includes each authorized brand/item with its product description, UPC, and package size. New approved products are added to the list as needed.

Benefit Account Balance: The list of issued and available foods in an aggregated family food benefit. The benefit account balance can be used as a shopping list for clients. Staff are to print it at certification, and if requested, at each benefit issuance, e.g., every three months when benefits are issued. It can be viewed at any time under eWIC Issuance < Account < Balance. Print by Group.

Benefit Month/Current Benefit Month: In the eWIC benefit period description, a client’s benefit month refers to the month with the client’s First Use Date. For example, if a client’s First Use Date is November 13-December 13, it is referred to as the “November benefits.” Even December 1-13 is considered the client’s November benefit month.

Cardholder: The person listed as the caregiver in KWIC on the Demographics screen. This person is authorized and designated in KWIC to use the eWIC card to shop for WIC food benefits at WIC authorized vendors. The cardholder is typically the woman client or the caregiver of the infant or child client. For foster children, the cardholder is the current caregiver. The cardholder is responsible for the eWIC card, even if the cardholder provides the card and PIN to another person.

Card reader: A device that can be connected to a computer via USB cable, which will allow a person to swipe an eWIC card and populate the card number automatically into a given field (as opposed to typing the card number manually). Card readers may be plugged in to any computer and transferred to other computers as needed without any additional steps.



Custom Data Processing (CDP): Kansas WIC’s contracted company that certifies the electronic cash register (ECR) systems and provides support to WIC vendors and escalates issues to the state WIC agency.

De-activate: The term used to make an existing card inactive so that it cannot be used to redeem benefits. Once an eWIC card is de-activated, it can never be used again. If a family is to receive benefits in the future, a new card must be issued for the family.

Electronic Benefit Account (EBA)/eWIC ID: A family who has been issued an eWIC card and/or eWIC benefits will have one account identified by an eWIC ID/EBA number (not the same as client IDs). Food benefits/packages for all clients in the household are aggregated into the family’s eWIC ID/EBA account. A foster child will have his/her own eWIC ID/EBA account and have his/her own eWIC card. Note: If foster box is checked, KWIC will continue to display the family with the foster child, but their eWIC accounts will be separate.

Electronic Benefits Transfer (EBT): The electronic transfer of government benefits to individuals through the use of card technology and point-of-sale terminals.

eWIC: eWIC is the term used by Kansas to describe the issuance of food benefits to clients via Electronic Benefits Transfer (EBT).

eWIC Card: Magnetic stripe card used to purchase WIC authorized foods or formulas from a WIC family’s eWIC account. Each card has a 16-digit Primary Account Number (PAN).

FIS Government Solutions (FIS): Kansas WIC’s contracted company that facilitates the contracting, installation, and vendor training for the point of sale (POS) devices for stand-beside vendors and provides a vendor help desk for issues experienced during transactions

Food Benefits: The foods a client receives from WIC for a selected benefit month. Depending on the client category, food benefits provide specific amounts of WIC authorized foods, formulas, and/or a fixed-dollar amount for clients to receive fresh fruits and vegetables.



Food Benefit Balance: Unspent issued household food benefits for the current benefitmonth that are available to purchase by the cardholder. Each month’s food benefits expire at 11:59pm of the Last Use Date (LUD). The benefit balance is printed on the cash register receipt after each purchase and can also be obtained from the Interactive Voice Response (IVR) phone line 1-844-892-2934, WICShopper app, the www.ebtEdge.com website, the www.KSWIC.com client portal, the WIC clinic, and (if available) at the customer service desk at the grocery store.

Food Benefit Issuance: Electronically sending the family’s food benefits to the eWIC account to be accessed by the cardholder at the store. No more than three months of benefits will be issued to the eWIC account at one time, and no more than one month will be available to the family at a time based on First and Last Use Date. (Exceptions can be found in policies eWIC NED 02.02.01 and eWIC FCI 04.08.00). Issued Food Benefits: Benefits that are/will be available for purchase by a cardholder at 12:00 am of the First Use Date (FUD). Redeemed Food Benefits: The benefits that have been used by the cardholder after the First Date to Use and before the Last Use Date (LUD). First Use Date (FUD): The first date of use for benefit availability. Last Use Date (LUD): The last date of use for benefit availability.

Food Category: The term used (by WIC staff only) to define a food item category such as Milk, Cereal, Eggs, etc.

Sub-Category: The term used (by WIC staff only) to define what foods relate to a category. For example: Category = Milk and Sub-categories could be Lactaid, 1% milk, Whole, etc.

Food Package: The client’s food benefits for a selected month.

Integrated vendor: A WIC authorized store that uses a POS device that is integrated with the store’s cash register system. Registers accept WIC in all lanes and require a single scan to verify the item’s WIC eligibility and ring up the purchase. Integrated vendors support “mixed basket” transactions where all products can be rung up together and tendered separately using WIC, SNAP, debit/credit, etc.

http://www.ebtedge.com/

http://www.kswic.com/

http://www.kansaswic.org/manual/eWIC_NED_02_02_01_L_R_Sec_Nut_Ed_Issuing_Bene_Wo_Client.pdf

http://www.kansaswic.org/manual/eWIC_FCI_04_08_00_Issuing_Food_Benefits_without_Caregiver_Adult_client.pdf

7October 2017 Introduction to eWIC – Glossary & Acronyms


Interactive Voice Response (IVR): The toll-free automated customer service phone line maintained by FIS where cardholders can set and change their PIN, and check benefit balance and transactions. The number is 1-844-892-2934.

Mid-receipt: Beginning balance receipt & redemption confirmation receipt at the store.

Not to Exceed (NTE): The maximum price established by the Kansas WIC Program that the state will reimburse the vendor for an approved food item.

Price Look Up (PLU): A 4-digit code on fresh produce.

Personal Identification Number (PIN): A 4-digit number set by the cardholder to maintain secure access to the food benefits via the eWIC card. This number along with the eWIC card is needed to redeem benefits when shopping. The PIN may be set or changed by the cardholder via www.ebtEdge.com, IVR, or by coming into the clinic.

PIN Pad: A device the cardholder will use at the local clinic to create a PIN. (The PIN may be set or changed by the cardholder in other ways, such as using the IVR.)

Point of Sale (POS) Terminal—multi-function: An electronic device used by retailers to process credit and debit transactions. A multi-function device can process WIC, SNAP, and other forms of payment.

Point of Sale (POS) Terminal—single-function: An electronic device used by retailers to process credit and debit transactions. A single-function device can process only one form of payment, such as WIC.

Primary Account Number (PAN): The 16-digit number on the front of an eWIC card.

Split Tender: Simply stated - two or more different forms of payment in a single transaction, for example, eWIC card and cash.




Stand-beside Vendor: A WIC-authorized store that uses a POS device that functions separately from the store’s cash register system. Stand-beside equipment requires two scans of the items; one in the POS device to make sure the items are WIC-approved and another scan to ring up the purchase in the store’s cash register system. WIC items must be kept separate from other items.

UPC: Universal Product Codes. Bar codes associated with most food items in the store.

UPC Database: The database maintained in KWIC of all the Universal Product Codes (UPC) and Price Look-up Codes (PLU) associated with each food item on Kansas WIC’s approved product list. The UPC is the barcode on packaged items.

WIC Direct: The system developed by CDP that interfaces with KWIC and vendors to process eWIC transactions.

WIC Store Receipt: A separate receipt that lists the WIC foods purchased as well as the remaining WIC foods and the date the benefits will expire.

9October 2017 Introduction to eWIC – Glossary & Acronyms


Acronyms APL Approved Product List

CDP Custom Data Processing

EBA Electronic Benefit Account

EBT Electronic Benefits Transfer

FUD First Use Date

IVR Interactive Voice Response

LUD Last Use Date

NTE Not to Exceed

PAN Primary Account Number

PIN Personal Identification Number

PLU Price Look Up

POS Point of Sale

UPC Universal Product Codes

10 October 2017 Introduction to eWIC – Timeline

eWIC Toolkit: Introduction to eWIC – Timeline

Timeline How to use this timeline:

• Use the Weeks Prior to Roll-Out column for the suggested number ofweeks before your project’s scheduled roll-out date that each activityshould be completed.

• Use the eWIC Toolkit Section column to refer to appropriate documentswithin the toolkit to help with the activity.

• You are invited to participate in weekly conference calls to askquestions about eWIC. The calls will be held at 9 am on Wednesdays.(See chart on page 18 to see when your region will start joining thecalls.) Calls will last until all questions are answered, or up to one hour.Conference Call Information:1-866-620-7326PIN 976-312-8812#

Weeks Prior to

Roll-Out

Complete this Readiness Activity

Use this eWIC

Toolkit Section

Date Completed/

Notes

12-16 weeks

• Plan for all staff to attend the eWIC Trainingscheduled for your roll-out region.

• Block the schedule for the first day of your eWIC roll-out date. This is a great day for staff to do a finalrefresher of the training materials, get ready for thenext day, and perhaps do educational buys.

• Plan to have a lighter clinic schedule the first fewweeks after roll-out (and especially light the first fewdays after roll-out). Some clinics may decide to offerextended hours during roll-out if needed.

6 weeks

• Ensure that all staff have recently viewed the 2015webinar: eWIC Orientation Video. Stop the webinar atthe beginning of the last section “The Planning Phase”as that portion no longer applies.

• Ensure that all staff have recently viewed the 2017webinar eWIC for Vendors to gain an understanding ofhow eWIC operates at the grocery store level.

• Ask staff to review past issues of eWIC News.• Provide this eWIC Toolkit to all staff to review.• Review the state eWIC policies with staff.• Plan to revise any locally developed educational

materials, forms or policies that mention “checks.”Replace with words such as “eWIC cards” and“benefits” as appropriate.

Policy Changes

http://www.kansaswic.org/local_agencies/training.html

http://www.kansaswic.org/vendors/eWIC.htm


http://www.kansaswic.org/local_agencies/policy_procedure_manual.html

11 October 2017 Introduction to eWIC – Timeline

eWIC Toolkit: Introduction to eWIC – Timeline

Weeks Prior to

Roll-Out

Complete this Readiness Activity

Use this eWIC

Toolkit Section

Date Completed/

Notes

5 weeks

• Make clinic flow decisions related to:o Policy changes for separation of dutieso Card managemento Appointment schedule changeso PIN select device placement and set upo Benefit issuance/printing shopping listo Individual and group appointmentso Client eWIC education

• Complete clinic flow chart.• Review inventory of materials produced by your Local

Agency for changes necessary for eWIC.

Clinic Flow

Equipment & Cards

Client Education

4 weeks

• Confirm receipt of new eWIC cards, card readers, andPIN pads. Purchase hubs, if necessary, and add toaffidavit.

• Follow Equipment Installation Checklist in Section 3:Equipment and Cards.

• Set up telephone answering machine for clients toreport lost/stolen cards. See Sept. eWIC News.

• Develop plan for communicating with your localagency’s partners and the public, including sending aneWIC press release and utilizing social media.

Equipment and Cards

3 weeks

• Plan for all staff to attend an educational buy at a WICgrocery store. The Local Vendor Manager shouldschedule the buy with the grocery store. It might workbest for some agencies to perform the buy the day ofeWIC roll-out if the clinic will be closed anyway.

• All staff attend eWIC Training Webinar. Ensure that allstaff have read the eWIC Toolkit. Keep track of eWICtraining internally in the local agency training folder.

Local Vendor Manager

2 weeks

• Review clinic flow with all WIC staff.• Review local policy changes with all WIC staff.• Your state lead will schedule call with WIC

Coordinator to review any final details/answerquestions in preparation for eWIC.

Partner Notification

The day of roll-out

• Recommend office to be closed. eWIC is live!• Follow steps in Equipment and Cards section to test

card readers.• All staff should review eWIC Toolkit and prepare for

appointments tomorrow.• Educational buy (if scheduled by your Local Vendor

Manager for this day).

Equipment and Cards

Vendor Manager

http://www.kansaswic.org/eWIC/newsletter/Issue_6_September_2017.pdf

12 October 2017 Introduction to eWIC – Roll-Out Plan

eWIC Toolkit: Introduction to eWIC – Roll-Out Plan

Roll-Out Plan

eWIC Roll-Out Phases, Local Agencies, & State Lead Contacts

The State WIC Staff is here to support you in your transition to eWIC! Please see the roll-out schedule below and contact the state lead assigned to your agency with any questions relating to policies and procedures as you roll-out eWIC.

For questions regarding eWIC and KWIC, please contact the KWIC Help Desk at 866-516-3606 or [email protected].

Pilot: 9/14/17 Local Agency State Lead State Lead Phone State Lead Email Address Shawnee Julie Ornelas 785-296-0094 [email protected]

Phase 1 Roll-out: 1/10/18 Local Agency State Lead State Lead Phone State Lead Email Address Osage (sub-agency- Shawnee) Julie Ornelas 785-296-0094 [email protected]

Wabaunsee (sub-agency- Shawnee) Julie Ornelas 785-296-0094 [email protected]

Geary Julie Ornelas 785-296-0094 [email protected]

Riley Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Pottawatomie Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Jefferson Lisa Long 785-296-1323 [email protected]

Wyandotte Lisa Long 785-296-1323 [email protected]

Doniphan Lisa Medrow 785-296-0949 [email protected]

Brown Liz Ortiz 785-291-3134 [email protected]

Atchison Liz Ortiz 785-291-3134 [email protected]

Jackson Liz Ortiz 785-291-3134 [email protected]

Marshall Liz Ortiz 785-291-3134 [email protected]

Johnson Janna Gunckle 785-296-1325 [email protected]

Douglas Janna Gunckle 785-296-1325 [email protected]

Leavenworth Patrice Thomsen 785-296-1189 [email protected]

mailto:[email protected]



















Phase 2 Roll-out: 2/7/18 Local Agency State Lead State Lead Phone State Lead Email Address Greenwood Julie Ornelas 785-296-0094 [email protected]

Chautauqua Julie Ornelas 785-296-0094 [email protected]

Crawford Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Bourbon Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Franklin Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Neosho Lisa Long 785-296-1323 [email protected]

Allen Lisa Medrow 785-296-0949 [email protected]

Anderson Lisa Medrow 785-296-0949 [email protected]

Woodson Lisa Medrow 785-296-0949 [email protected]

Linn Lisa Medrow 785-296-0949 [email protected]

Cherokee Martha Hagen 785-291-3161 [email protected]

Labette Martha Hagen 785-291-3161 [email protected]

Elk Janna Gunckle 785-296-1325 [email protected]

Lyon Kara Watts 785-296-0752 [email protected]

Chase Kara Watts 785-296-0752 [email protected]

Coffey Kara Watts 785-296-0752 [email protected]

Wilson Kara Watts 785-296-0752 [email protected]

Miami Kara Watts 785-296-0752 [email protected]

Montgomery Rachelle Schmid 785-296-1328 [email protected]






















Phase 3 Roll-out: 3/7/18 Local Agency State Lead State Lead Phone State Lead Email Address Reno Lisa Medrow 785-296-0949 [email protected]

Harvey Martha Hagen 785-291-3161 [email protected]

Sedgwick Martha Hagen 785-291-3161 [email protected]

Sumner Martha Hagen 785-291-3161 [email protected]

Pawnee Martha Hagen 785-291-3161 [email protected]

Butler Janna Gunckle 785-296-1325 [email protected]

Cowley Janna Gunckle 785-296-1325 [email protected]

Stafford Kara Watts 785-296-0752 [email protected]

Kiowa Kara Watts 785-296-0752 [email protected]

Barber Kara Watts 785-296-0752 [email protected]

Comanche Kara Watts 785-296-0752 [email protected]

Edwards Kara Watts 785-296-0752 [email protected]

Harper Kara Watts 785-296-0752 [email protected]

Kingman Kara Watts 785-296-0752 [email protected]

Pratt Kara Watts 785-296-0752 [email protected]

Phase 4 Roll-out: 4/4/18 Local Agency State Lead State Lead Phone State Lead Email Address Russell Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Cloud Lisa Long 785-296-1323 [email protected]

Clay Lisa Long 785-296-1323 [email protected]

Republic Lisa Long 785-296-1323 [email protected]

Washington Lisa Long 785-296-1323 [email protected]

Marion Lisa Long 785-296-1323 [email protected]

Morris Lisa Long 785-296-1323 [email protected]

Saline Lisa Medrow 785-296-0949 [email protected]

McPherson (sub agency- Reno Roll-Out #3) Lisa Medrow 785-296-0949 [email protected]

Lincoln Liz Ortiz 785-291-3134 [email protected]

Ellsworth Liz Ortiz 785-291-3134 [email protected]

Jewell Liz Ortiz 785-291-3134 [email protected]

Mitchell Liz Ortiz 785-291-3134 [email protected]

Ottawa Liz Ortiz 785-291-3134 [email protected]

Dickinson Liz Ortiz 785-291-3134 [email protected]

Rush Liz Ortiz 785-291-3134 [email protected]

Rice Janna Gunckle 785-296-1325 [email protected]

Barton Kara Watts 785-296-0752 [email protected]




































Phase 5 Roll-out: 5/2/18 Local Agency State Lead State Lead Phone State Lead Email Address Greeley Julie Ornelas 785-296-0094 [email protected]

Scott Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Wichita Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Seward Lisa Long 785-296-1323 [email protected]

Meade Lisa Medrow 785-296-0949 [email protected]

Clark Lisa Medrow 785-296-0949 [email protected]

Gray Lisa Medrow 785-296-0949 [email protected]

Hodgeman Lisa Medrow 785-296-0949 [email protected]

Grant Lisa Medrow 785-296-0949 [email protected]

Ford Liz Ortiz 785-291-3134 [email protected]

Finney Janna Gunckle 785-296-1325 [email protected]

Stanton Janna Gunckle 785-296-1325 [email protected]

Haskell Rachelle Schmid 785-296-1328 [email protected]

Stevens Patrice Thomsen 785-296-1189 [email protected]

Morton, Kearny, and Hamilton do not have WIC clinics.

Phase 6 Roll-out: 5/30/18 Local Agency State Lead State Lead Phone State Lead Email Address Gove Julie Ornelas 785-296-0094 [email protected]

Trego Julie Ornelas 785-296-0094 [email protected]

Osborne Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Ellis Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Phillips Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Rooks Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Smith Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Lane Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Norton Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Decatur Vacant, contact Lisa Medrow 785-296-0949 [email protected]

Sherman Lisa Long 785-296-1323 [email protected]

Cheyenne Lisa Long 785-296-1323 [email protected]

Logan Lisa Long 785-296-1323 [email protected]

Rawlins Lisa Long 785-296-1323 [email protected]

Thomas Lisa Long 785-296-1323 [email protected]

Wallace Lisa Long 785-296-1323 [email protected]

Graham Liz Ortiz 785-291-3134 [email protected]

Sheridan Martha Hagen 785-291-3161 [email protected]

Ness Martha Hagen 785-291-3161 [email protected]




































What to expect for each eWIC training & support component

eWIC Toolkit The eWIC Toolkit is an important training tool for all staff. The toolkit is divided into two parts: “Preparing for eWIC” and “Ready to Roll.” Part 1, “Preparing for eWIC” provides a good overview of eWIC and is especially important for WIC Coordinators and selected other staff as it contains clinic flow tips, information about equipment and cards, partner promotion, and information for local vendor managers. Part 2, “Ready to Roll” is essential for all staff as it covers policy changes, client education, step-by-step instructions for KWIC screens we call “eWIC Hints,” and a variety of helpful appendices, including a Frequently Asked Questions document. WIC Coordinators may choose to download and print a portion of the toolkit for staff as appropriate. At a minimum, the eWIC Hints section should be printed for all staff. All Roll-Out Regions are encouraged to begin reviewing the eWIC Toolkit upon its release (on the KS WIC website). The more time you can spend becoming familiar with eWIC, the more prepared you will be for the training webinar!

Opportunity to Observe Dates/times/locations coming soon for two staff per county to observe eWIC in action! For example, Roll-Out #1 staff will be invited to visit the pilot, Shawnee County, on designated dates in December, and Roll-Out #2 staff will be invited to visit Roll-Out #1 clinics on designated dates in January, and so-on. This visit is intended for staff to observe eWIC in action and consider the decisions you must make for your own clinic. It is not to be considered a training exercise. It is optional and you may include travel expenses on your affidavits; please limit to two staff per county. Details about each roll-out’s observation opportunities will be added to the eWIC Toolkit Appendices as dates are secured. Visit http://www.kansaswic.org/local_agencies/eWIC.htm and read the monthly eWIC News for updates.




Roll-Out Prep Call Your state agency lead will contact each county’s WIC Coordinator to schedule a Roll-Out Prep Call to discuss things like clinic flow, cards & equipment, training, etc. The purpose of this call is to make sure you are eWIC ready and answer any questions you have. This call will take place at least a few weeks before roll-out, just before your live webinar training.

Live Webinar Each roll-out region will have their own live webinar training. The webinar will be two hours, including a 1 ½ hour presentation with walk-through demonstration of KWIC screens, and a 30-minute Q & A at the end. Each webinar will be recorded and the link will be available for any employees who missed the webinar and/or any new employees to view at their convenience. Please register in advance of this webinar and if possible, gather as a group to join the webinar together to stimulate questions. Registration opens November 2017 online: http://www.kansaswic.org/local_agencies/eWIC.htm

Weekly Calls We will have a weekly conference call every Wednesday at 9am. Each roll-out region is invited to attend after their designated roll-out webinar training. The purpose of the calls is to provide an opportunity to ask questions and provide feedback about how eWIC is going in your county. 866-620-7326; PIN: 976 312 8812.

Close Office It is strongly recommended (but still optional) to close your office the day of roll-out to prepare staff. This day can be used to take staff shopping with an eWIC card at a grocery store as part of an “educational buy.” It’s also a good time for staff to review the toolkit again and/or review the recorded webinar as a refresher. KWIC will be ready for eWIC the morning of your roll-out, so you might also want to invite a client or two to come in as your first eWIC clients. The clients should be ones that you know well and are willing to be a bit of a “guinea pig” as your staff follows them along in their appointment and issues eWIC cards and benefits for the first time.


18October 2017 Introduction to eWIC – Roll-Out Plan


Roll-Out Region #1 (1/10) • eWIC Toolkit posted on KS WIC website:

Mid-December • Observe eWIC in action at Pilot (Shawnee Co.):

Dates Dec.-TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Mid-December • Live webinar for all Roll-Out #1 staff only:

Thursday, December 14; 9-11am • Weekly calls for all Roll-Out #1 staff only:

Every Wednesday at 9am, starting 12/20 Call: 1-866-620-7326; Code: 976-312-8812#

• Close office on roll-out date for staff training:Close office 1/10; start light schedule 1/11


Mid-December • Observe eWIC in action at Roll-Out #1 clinic

Dates Jan.-TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Mid-January • Live webinar for all Roll-Out #2 staff only:

Thursday, January 18; 9-11am• Weekly calls for Roll-Out #1 & #2 staff only:

Every Wednesday at 9am, starting 1/24Call: 1-866-620-7326; Code: 976-312-8812#



Mid-December • Observe eWIC in action at Roll-Out #1-2

clinic Dates Jan. - Feb. TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Mid-February • Live webinar for all Roll-Out #3 staff only:

Wednesday, February 14; 9-11am • Weekly calls for Roll-Out #1-3 staff only:

Every Wednesday at 9am, starting 2/21 Call: 1-866-620-7326; Code: 976-312-8812# Close office on roll-out date for staff training: Close office 3/7; start light schedule 3/8



clinic Dates Jan.-Mar. TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Mid-March • Live webinar for all Roll-Out #4 staff only:

Tuesday, March 13; 9-11am• Weekly calls for Roll-Out #1-4 staff only:





clinic Dates Jan.-Apr. TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Mid-April • Live webinar for all Roll-Out #5 staff only:

Tuesday, April 10; 9-11am• Weekly calls for Roll-Out #1-5 staff only:





clinic Dates Jan.-May TBA (optional) • Roll-Out Prep Call with LA WIC Coordinator:

Late-April • Live webinar for all Roll-Out #6 staff only:

Tuesday, May 8; 9-11am• Weekly calls for all staff from all Roll-Outs:



19 October 2017 Introduction to eWIC– Changing from WIC Checks to eWIC

eWIC Toolkit: Introduction to eWIC–Changing from Checks to eWIC

Changing from WIC Checks to eWIC

Overview Roll-out is the date your agency will issue WIC food benefits via eWIC instead of paper checks.

Once your agency rolls out eWIC (see the Roll-out Map with schedule), you will only be able to issue benefits on an eWIC card. KWIC will update the morning of roll-out to allow access to eWIC screens and buttons, and printing checks will no longer be an option in KWIC.

This means that until all of the families in your agency have come to the agency after roll-out, there will be both paper checks and eWIC cards used at the stores. For at least three months, part of your caseload will be from prior check issuance and part from using an eWIC card. To accommodate this process while maintaining caseload, you may need to plan for changes to your clinic flow and schedule.

This section of the toolkit will provide information about how the eWIC transition will work and provide tools to help plan for the needed changes.

Each WIC agency will be given a specific “Roll-out Date.” On this date, your staff will begin to issue eWIC cards and issue benefits electronically. All families scheduled for (re)certification or pick-up on this date or later will receive an eWIC card. It will take your agency three to four months to transition all families to eWIC.



Client Notification Initial Notification In the months leading up to your agency’s roll-out date, begin to let families know that eWIC is coming. This notification process will begin about three to six months before your rollout date, when clients are in the office for certifications and/or benefit issuance. Providing this brief orientation to eWIC before rollout may smooth the process.

Promotional materials, including posters and handouts, will be shipped to your clinic locations prior to rollout.

These items focus on basic messages:

• No more paper checks• Hassle free checkout• eWIC is simple – just take the card and WIC Shopping List to the store• eWIC is convenient – you do not have to get all your food in one visit to

the store

These basic messages are ones to use in any other communication such as bulletin boards, client newsletters, Facebook pages, and group sessions with clients in the months leading up to eWIC rollout.

Final Notification At a client’s last appointment prior to eWIC roll-out, notify them that they will receive their eWIC card at their next scheduled visit. Note: this assumes their next appointment is on or after the roll-out date. If they come in before that, they will not get the card, as KWIC will not be able to issue a card until the roll-out date. For example, families that come in the day before roll-out will get checks for three months. KWIC can ONLY issue eWIC on and after the roll-out date. (Tip: If clients call to get an earlier appointment so that they can get on eWIC, kindly request their patience in waiting until they have used all their checks. You will appreciate having a lighter schedule after roll-out as you get used to eWIC.)



Providing this notification does three things: • It provides an opportunity to explain what will happen at the next visit

and to plan for a little more time• It helps clients understand they cannot get eWIC any earlier than the

date indicated.• It provides an opportunity to explain how important it is that the

family’s cardholder comes in for that appointment.

First eWIC Visit Paper or Plastic? Families will change from paper checks to eWIC the first time benefits are issued on or after the agency’s rollout date. Because eWIC benefits are aggregated for all family members, after rollout the entire family must either all be on paper checks or all be on eWIC.

Items to remember at the family’s first eWIC visit: • Issue the family a card and have the cardholder sign the signature pad

to confirm receipt of the eWIC card.• Describe the combination of the family benefits. For example, all ounces

of cereal will be added together for a total family amount.• Provide client education – this will include instruction on how to set and

change a PIN for eWIC cards, card security, use of the card whenshopping, how to access the family benefit balance, use of thecardholder web portal, and customer service phone line, etc. (See ClientEducation section in Part 2 of the Toolkit).

• Review eWIC policies eWIC FCI 04.00.00 and eWIC FCI 04.01.00, inaddition to the eWIC Hint in this document titled, “Issuing an eWICCard,” which will be especially helpful during the first appointment.

IMPORTANT: If client has been on a tailored food package and wants the same food package, you will need to tailor it again for the first time on eWIC!

http://www.kansaswic.org/manual/eWIC_FCI_04_00_00_eWIC_Card_and_Benefit_Issuance_highlighted_USDA.pdf

http://www.kansaswic.org/manual/eWIC_FCI_%2004_01_00_Client_Instruction_on_Use_of_the_eWIC_Card_highlighted_USDA.pdf



Questions for Consideration

• Considering all the tasks that must happen for every client and everyfamily to receive eWIC, where in your clinic processes will each occur?How will you ensure that they are all done for all clients?

• What changes, if any, will you have to make to your schedule in order toaccommodate the time needed for each family? Should you considerscheduling heavier during the few weeks in advance of rollout (still usingchecks) so that you can continue to meet processing standards during thetransition? During rollout, can you extend the clinic hours? Can somepart-time employees work additional hours? Can support staff from otherprograms help with training or PIN selection? See Clinic Flow section.

Task Checklist: Make a plan for notifying clients of the change to eWIC, including dates

to begin. Discuss how processes will influence benefit issuance and appointment

scheduling days at your agency prior to and after your roll-out date.

October 2017 23

eWIC Toolkit

Clinic Flow

24October 2017 Clinic Flow – Clinic Flow Overview

eWIC Toolkit: Clinic Flow – Clinic Flow Overview

Clinic Flow Overview To achieve successful eWIC implementation, several aspects of service delivery need to be addressed before roll-out. Planning ahead for how a client will move through the process of receiving benefits in your clinic will help assure that staff and other resources are utilized in the most effective manner possible. Careful consideration of how your clinic flows and the changes eWIC requires will result in new procedures that support the long-term success of eWIC.

Staffing Needs Staff may spend their time differently than they did before eWIC. Evaluation of clinic flow will help you collect information to plan for these shifts in routine tasks. After you have evaluated clinic flow, there may need to be adjustments to clinic staffing patterns or task assignments.

Remember that during roll-out, appointments will take longer because ALL families will need to be issued a card and learn how to use it. Consider these possibilities for scheduling:

• Schedule more clients in the weeks leading up to roll-out so that you canmore easily continue to meet processing standards during thetransition.

• Plan to close the office the day of roll-out to allow time for staffmeetings, possibly an educational buy at a grocery store, and time forstaff to review the toolkit and prepare for seeing clients.

• Especially during the first few weeks of roll-out, schedule lightly, as theprocess will take longer for staff since it is new.

• During roll-out (3-4 months), allow more time for each appointment asthey will take longer.

• Remember all tailored food packages will need to be tailored againwhen transitioning to eWIC. Consider staffing needs for NEIappointments that would normally be completed by clerks, but nowmight require RN/RD time to tailor food packages.

• Once roll-out is complete, assess appointment lengths and adjustschedule as needed.

25 October 2017 Clinic Flow – Clinic Flow Overview


Issuing Benefits The following actions are all a part of issuing food benefits in an eWIC environment. Think about your clinic setting and visualize how these actions will look.


• Where will each step happen?• Who will be responsible for these tasks?• Will Separation of Duties affect staff assignments?• How will the check-in, check-out process change for individual

appointments and group education sessions?

In this section of the toolkit you will find a Clinic Flow Tool. This tool can help illustrate where these actions might fit into the flow of an interaction with a client.

As you assess your clinic flow, consider who is going to do the following tasks?

• Designate cardholder (in “caregiver” field)o Remember to add cardholder birthdate, if not already presento Add alternate information as needed

• Issue eWIC card (to all families during roll-out)o One card per family (foster kids get their own)o Distribute from a central location or by

individual staff? TIP: Only Clerks, RDs and RNs will

have the security to issue cards.o Replace cards as needed

• Help client set PIN on PIN pad (or they can doon www.ebtedge.com or through the IVR at 1-844-892-2934)




• Assign food package (remember RN/RD will need to re-tailor ifpreviously on tailored food package)

• Issue food benefits to the client’s eWIC account while at the WIC officeo In a group: group education sessionso At individual appointments: certifications, mid-certification,

follow-up visits• Print Benefit Account Balance (shopping list)

o Access to printer in each clinico Printing Benefit Account Balance by Group is required for first

issuance, and offered but not required to print for subsequentissuances. Most clients will likely want a list every time you issuebenefits because they may want to use it as a shopping list.

• Educate cardholders on shopping with eWICo See Section 5: Client Educationo Answer client questions

• Occasional: Issue food benefits to the account after being requested overthe phone

o See Policy eWIC FCI 04.08.00o See eWIC Hints “Services over the phone” in this document

Implement Processes that Prevent Employee Fraud and Abuse

Program integrity needs to be protected with eWIC just as it is currently. Policies that prevent fraud and abuse are still in place.

WIC Coordinators and administration will need to review clinic duties and ensure that they follow Policy PRI 06.01.00 & Policy PRI 6.00.00 in relation to Separation of Duties & Conflict of Interest.

• The staff person who determines income eligibility and the staff personthat determines nutritional risk cannot be the same person; either staffperson may issue food benefits.

http://www.kansaswic.org/manual/eWIC_FCI_04_08_00_Issuing_Food_Benefits_without_Caregiver_Adult_client.pdf

http://www.kansaswic.org/manual/PRI_06_01_00_Separation_of_Duties.pdf

http://www.kansaswic.org/manual/PRI_06_00_00_Conflict_of_Interest.pdf



Task Checklist:

Identify who will be responsible for tasks associated with benefitissuance.

Determine where each step of benefit issuance will happen. Ensure that staff assignments are in compliance with Separation of

Duties. Assign appropriate eWIC responsibilities to each staff position. Complete the clinic flow chart. Assess the impact of changes associated with individual appointments

and group education sessions on clinic flow. Identify the most efficient flow possible for each situation in each clinic

setting.

Note: New federal regulations require that clients can report a lost or stolen card 24/7. Your agency must have an after-hours answering machine that the client can use to leave a message reporting the lost or stolen card. The card must be deactivated within one business day and the client should be issued a new eWIC card within 7 days. Identify who will be checking messages every morning and deactivating lost or stolen cards.

Sample answering machine message: This phone line is to report lost or stolen eWIC cards. Please leave the active client’s full name with spelling, date of birth, and a phone number. Your eWIC card will be deactivated the next business day. Please call the WIC office during business hours to schedule an appointment to receive a new eWIC card. For all other messages, call back during regular business hours.

Clinic Flow Chart

Reception Phone Front Desk

Pre-screen applicants Check in appointments Schedule appointments Greet drop-ins Answer questions Answer questions Verify benefits are available Handle lost cards See Section 4: Policy Changes

for “eWIC services provided over the phone” document

Benefit Issuance Needed

Appointment type: NE+

Appointment type:

Cert, Mid-Cert, RD,

NEI

RD, NEI, & NE+ and Benefits:

Update demographics;

check caregiver ID

Provide Nutrition education

Confirm food package; issue

benefits (& card as needed)

Offer to print Benefit

Account Balance by Group

Schedule next appointment

Notes:

Screening, Assessment, &

Education:

Verify ID, residency, &

Income as needed

Obtain ht/wt/hgb as needed

Complete assessment/assign

risk, nutrition education

Assign food package

Who will be responsible

for each of these steps?

Where will each of these

activities happen?

Issue Benefits:

Add/update/confirm

cardholder information

Issue card as needed

Issue benefits & verify

availability

Provide Shopper

Education:

Print & review Benefit

Account Balance by Group

Explain use of card &

benefits

Assist with setting a PIN


Online Education & Benefits:

Check WICHealth.Org

emails frequently

Enter trigger topic and NE

topic (only if completed)

Issue the next 3 months of

benefits


Mail appointment letter and

include “benefits have been

issued through (date)”

OR

August 2017

29October 2017 Clinic Flow – Clinic Flow Scenarios

eWIC Toolkit: Clinic Flow – Clinic Flow Scenarios

Clinic Flow Scenarios Re-thinking Clinic Flow

Your clinic may need to re-think clinic flow. Below are a few considerations and possible scenarios.

• Consider which staff person will give the card to the family caregiver.o Only Clerks, RDs and RNs will have the security to issue cards and

only RDs and RNs will have the security to issue benefits. Thestate recommends that the Clerk issues the card and helps theclient set the PIN. RDs and RNs should assign food packages andissue benefits, as well as conduct client education about eWIC.

• The card can be issued at any point after the demographics screen hasbeen completed for the first person within the group. The certificationdoes not have to be fully completed.

• Consider how and where the client will type in their PIN on the PIN pad.There will need to be a PIN pad at only those work stations designatedfor clients to assign their PIN. However, after initial implementationPIN numbers will only have to be assigned to new clients or clients wholose their card and need a new one.

• Consider who will provide and where the client will receive detailed,accurate education about eWIC and how to use their card at the grocerystore, how to access foods available using the card, and what to do ifthey lose their card.

• PIN pads and card readers will need to be attached to computersthrough a USB port. Consider how many USB ports your computer hasand how many you are already using, for example, a mouse, keyboard,signature pad, etc. If you need more USB ports to attach equipment toyour computer you will need a USB hub (a device that you will connectinto one USB port to provide more USB ports.)

• After initial implementation clinics will find that they do not need somany PIN pads. The SA will ask that some be returned for reissuance asneeded.

• A PIN pad is about 3 inches by 6 inches. A card reader is about 1 inch by4 inches.

30 October 2017 Clinic Flow – Clinic Flow Scenarios


Scenarios Scenario 1

• Clerk checks in client, calculates income, mandatory referrals, etc. Clerkwill now need to collect caregiver’s date of birth if not already in KWIC, aswell as alternate caregiver’s date of birth if applicable. Clerk issues clienteWIC card, swipes card, and has client create a PIN.

• CPA completes certification, assigns food package, issues benefits, andexplains use of card.

• A 2 person clinic – one clerk and one CPA will need one PIN pad. A clinicwith 3 clerks and 4 RDs would need 3 PIN pads and 3 card readers. (Onlyclerks would need PIN pads and card readers.)

* * Note: Scenario #1 is the recommended scenario * *

Scenario 2 • Clerk checks in client, calculates income, mandatory referrals, etc. Clerk

will now need to collect caregiver’s date of birth if not already in KWIC, aswell as alternate caregiver’s date of birth if applicable.

• CPA completes certification, assigns food package, issues client eWIC card,and explains use of card.

• Client returns to clerk, swipes card and creates a PIN. Client leaves.• A 2 person clinic – one clerk and one CPA will need one PIN pad and two

card readers. A clinic with 3 clerks and 4 RDs would need 3 PIN pads and7 card readers.



• CPA completes certification, assigns food package, and issues client eWICcard.

• Client returns to clerk, swipes card and creates a PIN. Clerk explains howto use the card. Client leaves.

• A 2 person clinic – one clerk and one CPA will need one PIN pad and twocard readers. A clinic with 3 clerks and 4 RDs would need 3 PIN pads and7 card readers.





• CPA completes certification, assigns food package, and issues client eWICcard. CPA has PIN pad and client creates their PIN. CPA explains how touse eWIC card.

• Client leaves.• A 2 person clinic – one clerk and one CPA will need one PIN pad and two




• CPA completes certification, assigns food package, and issues client eWICcard. CPA has PIN pad and client creates their PIN.

• Client returns to clerk and clerk provides education about how to useeWIC.

• A 2 person clinic – one clerk and one CPA will need one PIN pad and twocard readers. A clinic with 3 clerks and 4 RDs would need 4 PIN pads and7 card readers.

Scenario 6 • The same as scenario 3 above but the clerk area also has a PIN pad.• A 2 person clinic – one clerk and one CPA will need two PIN pad and two


Scenario 7 • Clerk checks in the client, calculates income, mandatory referrals, etc.

Clerk will now need to collect caregiver’s date of birth if not already inKWIC, as well as alternate caregiver’s date of birth if applicable.

• Then the clerk will Issue the client an eWIC card. Clerk has PIN pad andclient creates their PIN.

• CPA completes certification and assigns food package.



• CPA explains how to use eWIC card.• OR Client returns to clerk and clerk provides education about how to use

eWIC.• A 2 person clinic – one clerk and one CPA will need one PIN pad and two


Group Nutrition Education Scenario • During small group nutrition education, one staff member handles check-

in and benefit issuance while another facilitates the session; however, it might be possible for one staff member to handle check-in with benefit issuance and then facilitate the session depending on the size of the group. How will these changes affect the flow of your group sessions? What would work best in your agency?

October 2017 33

eWIC Toolkit

Equipment & Cards

34 October 2017 Equipment & Cards – Equipment

eWIC Toolkit: Equipment & Cards – Equipment

Equipment

New eWIC Equipment: Card Readers and PIN Pads

There are only two new pieces of equipment that your agency will use with eWIC: card readers and PIN pads.

Card reader: A device that can be connected to a computer via USB cable, which will allow a person to swipe an eWIC card and populate the card number automatically into a given field (as opposed to typing the card number manually). Card readers may be plugged in to any computer and transferred to other computers as needed without any additional steps.

PIN Pad: A device the cardholder will use at the local clinic to create a PIN. (The PIN may be set or changed by the cardholder in other ways, such as using the IVR.) Note: The PIN pads will have a slot where the card can slide, however this function does not work. The PIN pad will only be used to create a pin.

The card readers just need to be plugged into computers via USB cable (no drivers are required) and can be transferred to other computers easily. The PIN pads, however, must have the driver installed on the computer. The SA will send the equipment and driver. It is recommended to install the PIN pad driver on every computer so moving PIN pads between computers is easy.



What if they don’t work? If for any reason you don’t have a card reader or it is not working, the workaround is simple! Just enter the 16-digit number on the front of the eWIC card into the field instead of swiping the card through the card reader.

If for any reason you don’t have a PIN pad or it is not working, the workaround is also simple! Just dial IVR 1-844-892-2934 and have the client follow the prompts to set the PIN. The PIN can also be set by going to ebtEdge at www.ebtedge.com and asking the client to set the PIN.

Note: If the new equipment does not work, go back to the Equipment Installation Checklist in this document again and make sure all of the steps have been completed. As the equipment ages and if you have problems, follow the normal equipment procedure of contacting your agency’s IT department first, then CQuest Help Desk, then state staff.

Additionally, you may need to purchase hubs to accommodate the extra USB ports needed, according to the equipment survey you completed in September. Remember to include this expense on your affidavit.




Equipment Installation Checklist Approximately four weeks prior to your agency’s roll-out, you should complete the Equipment Installation Checklist below. This will help ensure that everything runs smoothly on your first day of roll-out.

Equipment Installation CHECKLIST Note from State Designated which computers will have Card Readers Designated which computers will have PIN pads Received PIN Pad driver sent by the State Installed PIN Pad driver on all computers Recommended to install on all

computers even though they will not typically have the PIN pads in case you want to move PIN pads.

Connect Card Reader to computers via USB plug

Should see a green light on the device.

Connect PIN Pads to computers via USB plug

Should see a dotted arrow moving across the screen.

Tested that equipment is connected correctly If equipment is not working correctly, go back through the checklist and make sure you followed all of the steps.

Task:

Complete the Equipment Installation Checklist approximately 4 weeksprior to your agency’s roll-out.

PIN pad drivers will be emailed to you by Ashley Warren at the stateoffice. They will be emailed to you in a zip file. It is important that youclick “read receipt” so that she knows you received the files.



“Old” Check Equipment: Check Stock, Printers, and Toner

Once all clients have converted to eWIC they will no longer receive paper checks and your agency will no longer need to use check stock, MICR toner cartridges, or MICR printers. There will be specific instructions for these items after eWIC roll-out is complete.

If you haven’t done so already, your agency needs to plan for how much check stock and MICR toner cartridges will be needed through eWIC roll-out so that you have enough, but do not have a large amount left. Review the amount of check stock and MICR toner cartridges your agency currently has and then plan for the additional amount needed through roll-out.

Printers will still be needed to print a family’s WIC Appointment Reminder, Word documents, and Shopping List. Staff printing any Word documents will need to have access to a printer. The MICR printer may be used for this purpose; however, non-MICR toner should be used.

Task Checklist: Plan for the appropriate amount of check stock and MICR toner

cartridges needed through roll-out. Make a plan for ordering additional amounts of check stock and MICR

toner cartridges if needed. Once you receive card readers and PIN pads, plug the card readers into

the appropriate computers in your agency and install the PIN paddrivers.

Complete the Equipment Installation Checklist in this document. Local agencies will be responsible for purchasing their own non-MICR

toner. Plan to use the printer until it breaks.

Note: Check printers need to remain connected/installed with eWIC to be able to void checks throughout eWIC roll-out and until further notice. (The system will not allow you to void checks if the check printer is not installed.)

38 October 2017 Equipment & Cards – Cards & Inventory

eWIC Toolkit: Equipment & Cards – Cards & Inventory

Cards & Inventory

eWIC Card Management These instructions provide procedures for handling eWIC cards received by the LA. The several procedural areas are:

1. Receiving a shipment of cards - Temporary2. Card Security3. Issuing cards to staff to issue to clients4. Damaged/Non-functioning cards5. Replenishing card inventory

1. Receiving a shipment of cardsThe SA will order cards from the provider for delivery to the LA. All cards sent in each shipment will be in numerical order. Shipments will be sent in boxes containing 250 cards each. Record all cards into the KWIC Card Inventory. If your shipment contains multiple boxes, you may enter the first and last card number of the entire shipment into inventory; you do not need to enter each box of 250. You will also need to enter the total quantity received in the shipment, by entering the 1st and last card numbers in the shipment, and the total number of cards being entered. See the example below, representing a shipment of 250 cards. NOTE: the card number is the first 15 numbers, followed by a security check digit. Enter all 16 numbers.

Recording a shipment of card stock to your inventory is done in Clinic Administration. Click on “Inventory”, then click on “Card Inventory”, then “Add”. Only the KWIC Administrator can add new stock to the inventory. Any staff can then make subsequent changes to the inventory, such as recording lost/damaged cards.



After entering the information, click “Save”. The screen will then reflect the new number of cards remaining.



2. Card SecurityCards must be kept in a secure location. When received, the cards must be stored in a locked room, locked file cabinet, or other secure area. When issued to staff, the cards must also be secured at their work site overnight; a locked desk, locked overhead compartment, locked file cabinet, etc. During the day, it’s okay to have them readily accessible for the staff person issuing them, but should not be readily accessible to others.

3. Issuing cards to staff to issue to clientsStaff must check out cards from the main inventory for issuance to clients. Staff must complete the “Local Agency Card Inventory Control” form when card shipments are received and when issued to staff. When staff is checking out cards, only report the number of cards taken, not each card number. These forms must be completed for each box of 250 cards. See sample below, and the blank form to copy at the end of this section.



The LA will determine the quantity and frequency of card issuance to staff based on usage rates. Staff can check out cards daily, weekly, or monthly. Staff should not check out more cards than they can use in 30 days. The cards should be issued in box number order; i.e., if a LA receives multiple boxes in their shipment, they should use all the cards from box #1 first, box #2 second, etc.

4. Damaged/Non-functioning cardsThe eWIC cards are very durable, and should rarely, if ever, be damaged prior to issuance. If a card should become damaged, or does not function when attempting to issue the card, the card must be documented as damaged on the “Local Agency Card Inventory Control” form, and then destroyed.



5. Replenishing card inventoryDue to the extensive lead time needed to get new cards from the manufacturer, the SA will handle all ordering and shipping of new card stock. Card stock will be shipped no more frequently than quarterly. Based on participation levels, some LAs may only receive new cards every 6 months, or possibly annually. The SA will work with LAs to determine their reorder point and frequency of delivery.

Task:

Identify who will be responsible for card management, including addingcard shipments to inventory, keeping cards locked, issuing cards to staff,and completing the “Local Agency Card Inventory Control” form. Thisperson will also be responsible for storing the form. These forms will bereviewed at Management Evaluations.

Beginning #

Location Ending #

Date Activity Name/Initials Received Issued Returned Damaged Balance

Local Agency Card Inventory Control

August 2017

October 2017 45

eWIC Toolkit

Partner Notification

46 October 2017 Partner Notification – Tips to Promote eWIC to Partners

eWIC Toolkit: Partner Notification–Tips to Promote eWIC to Partners

Tips to Promote eWIC to Partners WIC community partners are an important part of our success. This section emphasizes the need to notify our community partners and referral organizations about changes to our program, such as eWIC, in order to maintain, promote, and build awareness and understanding of WIC.

Notifying Partners Communicating changes to the WIC program is especially important for community partners with whom we share families. As your clinic implements eWIC, maintaining strong referrals from partner agencies will help maintain caseload. Use the information in this section to determine your clinic’s strategy for informing community partners.


• Where can I share information about eWIC?• What are the different ways I can notify community partners?• Who will be responsible for these tasks?

Presentations to Partners When making presentations to any partner group, consider your audience:

• What do they already know about WIC and its program mission?• Are these front line personnel or managers?• What type of influence or interaction will they have with a potential WIC

family?• How do they or can they promote WIC?

By answering these questions you can tailor your presentation and decide how much detailed information your audience needs about the changes with eWIC. Consider using the resources provided to guide the content of your presentation.

47 October 2017 Partner Notification – Tips to Promote eWIC to Partners

eWIC Toolkit: Partner Notification–Tips to Promote eWIC to Partners

Develop a Plan for Notifying Partners Consider the following activities:

• Share at standing departmental, health committee, community, andorganizational meetings. Ask for five minutes on the agenda to share theexcitement.

• Update any locally developed outreach materials with appropriate eWIClanguage (e.g., use the term eWIC card vs. checks).

• Send an eWIC press release to local media outlets (one month prior toimplementation).

• Use social media opportunities to share information about the changesand be prepared to answer questions that arise (one to two monthsprior to implementation).

Resources to Use Existing resources may be used to assist with your communications with community partners:

• Local Agency and Vendor eWIC News, recorded webinars, FAQs, etc.o Use the information in routine partner correspondenceo Use the information to develop social media messageso Talk to your partners using information from updates

• WIC Promotional Posters and Insertso Ask to post information at local retailers or partner agencieso Suggest that partner employers use inserts as pay check stuffers

These resources are posted at www.kansaswic.org in the eWIC information sections located in the Information for Local Agencies and Information for Vendors. Note: The website is updated as new materials are developed. Watch I memos for notices about updates.

Kansas Department of Health & Environment Nutrition and WIC Services 1000 SW Jackson St. Topeka, KS 66612 785-296-1320

http://www.kansaswic.org/

October 2017 49

eWIC Toolkit

Local Vendor Manager

50 October 2017 Local Vendor Manager – Level III Certification

eWIC Toolkit: Local Vendor Manager – Level III Certification

Introduction to Level III Certifications of WIC Vendors In order for a WIC vendor to process eWIC transactions, the vendor’s register system (point of sale) must be certified. Part of this certification process is completed by CDP, and part is completed by state agency staff, local vendor staff, and Maximus staff (our QA contractor).

The certification process has three levels: • Level I (1st step)- This is a precertification with CDP, making sure all test

scripts can be completed successfully.• Level II (2nd step)- This is a certification attended by CDP, to run

through the certification scripts and make sure all the test cases arecompleted as expected.

• Level III (3rd step)- This is a live test at the store and is to ensure thestore location is setup correctly to process eWIC transactions.

All levels of certification have to be successfully completed prior to roll-out.

The state agency staff and/or Maximus staff will be asking local vendor staff to participate in the Level III certifications of the stores in their area. This is an opportunity to observe a balance inquiry request, transaction, and voided transaction, and will provide staff with the skills to complete the Level III certification process with any new WIC vendor in the future.

The Level III certifications will take place approximately 3-4 weeks prior to each region’s roll-out date. Instructions and troubleshooting tips are provided as part of the toolkit. State agency staff will work with the local vendor staff about coordinating schedules for the Level III certifications.

The Level III Certification Guide, Form, and Troubleshooting are included in this toolkit to help prepare Local Vendor Managers to participate in the Level III Certification process.



Kansas eWIC Level III Certification Guide Preparation (Logistics):

• Review assigned counties/stores and map store locations provided bythe state agency.

• The SA will coordinate with team members (including the local agencyvendor contact) and schedule store visits within the timeframe allottedfor each rollout region.

o Region 1 (NE): 12/11/17 - 1/5/17 (Rollout Date: 1/10/18)

o Region 2 (SE): 1/8/18 - 2/2/18 (Rollout Date: 2/7/18)o Region 3 (SC): 2/5/18 - 3/2/18 (Rollout Date: 3/7/18)o Region 4 (NC): 3/5/18 - 3/30/18 (Rollout Date: 4/4/18) o Region 5 (SW): 4/2/18 - 4/27/18 (Rollout Date: 5/2/18) o Region 6 (NW): 4/30/18 - 5/25/18 (Rollout Date:

5/30/18)

Preparation (General): • Get the assigned eWIC card(s) from the SA vendor manager.

o This will include a card that will be left with the local vendorcontact for future education buys and formula buys.

• Using the assigned eWIC card(s), create an account on the WIC ShopperApp. While testing, you will be able to verify that:

o The benefits loaded on the card match the balance inquiry printedat the store.

o The benefit end date matches the benefit end date printed on thereceipts.

o The transactions accurately debit benefits, and void purchasesaccurately.

• Always carry a WIC Program Booklet for reference.• Take a Kansas eWIC Level III Certification form for each store• Bring the following materials to leave at each store when they pass their

Level-3 Certification:o “We Accept Kansas eWIC Cards” window decals (1-2 decals,

depending on the store size)o “eWIC Quick Tips for Cashiers” handouto “eWIC Quick Reference Sheet for Vendors” handouto “eWIC: Who Do I Call…” handout



o Envelopes to keep the receipts for each storeo LA staff business cards or other LA staff contact information

When arriving at the store: • Check in at the customer service desk and ask to speak with a store

manager.• With the store manager:

o Explain that you are there to do an eWIC test buy with a manageror a front end trainer. The test buy will ensure that the registersystem is able to process eWIC transactions.

o Ask if there is a specific register/lane that they would like to usefor the transaction.

Go Shopping: • Get a variety of WIC approved items (3-4)

o Some stores have policies about returning perishable items to theshelf, so stick with nonperishable items or non refrigerated freshproduce.

o If available, select a fresh produce item that is packaged by thestore (UPC will start with a “2”)- this allows us to test theirmapping of produce to an authorized UPC.

o Select a WIC allowable item for which the eWIC card does nothave benefits. This allows a test of downloading the APL.

• Very Important! Get one non WIC approved item. This can be a pack ofgum or some other item by the register.

• Use the Shopper app or program booklet to help with identifying WICapproved foods.

• Offer to return the items to the shelf at the conclusion of the testing.

Test 1- Balance Inquiry: • Before the cashier starts the transaction or scans any food items,

request the cashier to run a balance inquiry.o Explain the purpose of a balance inquiry and when a customer

may ask for it.o Explain the other ways participants will know their balances.o Go through the balance inquiry receipt with the cashier

(reviewing what balances looks like, etc.).o Verify that the receipt lists:



Store name and address Date and time Correct category names and quantities Expiration date of current benefits

o Document on the top of the receipt “Balance Inquiry”.o Check WICShopper app vs. receipts to ensure they are reflective of

one another.

Test 2- Voided Transactions: (**Tip**- Make sure the cashier is not using “training mode” on the register!)

• You will run at least two voided transactions per store• Have the cashier scan the WIC items and the one non WIC item (need to

have a non WIC item in order to complete the void test).• After all of the items have been scanned, the cashier will select a tender

button.o TIP- the cashier should not select WIC (for WIC checks), since

eWIC is an electronic form of payment.• You will swipe the eWIC card and enter the PIN (last four digits of the

card number).o A beginning balance receipt and redemption confirmation receipt

will print (we call this the “mid-receipt” and often this is printedon one receipt, depending on the store). The cashier should beinstructed to provide this receipt to the customer.

o The mid-receipt will show what items have been WIC approvedfor this transaction. Check for appropriate category names for each food item. See the Troubleshooting Guide if something that should be

WIC approved is not showing as WIC approved (ex: storepackaged produce is not showing as a WIC item, whichindicates the produce is not mapped appropriately).

Document on the top of each receipt (ex: 1st mid-receipt-void, 2nd mid-receipt-void, etc.)

• After review of the mid-receipt, select “yes” to approve the transaction.• After approving the transaction, have the cashier void the entire

transaction.o Check WICShopper app vs. receipts to ensure they are reflective of

one another.



Under transactions, this will show as a void for the accountand no benefits will be removed from the account.

• Repeat the purchase and voided transaction process at least one moretime.

Test 3- Purchase Transaction • Have the cashier scan one WIC item (this item will be purchased and

later donated).• The cashier will select a tender button.• You will swipe the eWIC card and enter the PIN.

o You will get a mid-receipt. Confirm that the one item is WICapproved.

o Document on the top of the receipt “mid-receipt purchase”• After review of the mid-receipt, select “yes” to approve the transaction.• The cashier will provide a final receipt that will include ending balances.

o Document on the top of the receipt “purchase receipt”• Check the WICShopper app vs. receipts to ensure they are reflective of

one another.

Kansas eWIC Level III Certification Form • Complete the Kansas eWIC Level III Certification form and attach any

receipts to the formo This can be done at a later time, after leaving the store.

• Mail a copy of the completed Kansas eWIC Level III CertificationForm(s) and a copy of the receipts to the SA.



Kansas eWIC Level III Certification Form Vendor Name: Vendor ID

#:

Vendor City:

Staff conducting the cert:

Date completed:

Balance Inquiry successfully completed? Yes No Notes:

Voided Transactions successfully completed?

Yes No Notes:

Purchase successfully completed? Yes No Notes:

Item purchased:

Donated to: Donation date:

Comments/Observations:



Attach receipts to this form.

Kansas eWIC Level III Certification Troubleshooting Guide

• What if the balance inquiry receipt is missing category names?o This indicates the APL was not correctly downloaded. The vendor

will need to download the APL again before attempting tocomplete the certification.

• What if I receive an ‘invalid PIN’ error message, when the PIN wasentered correctly?

o This may indicate the cashier is pushing a button on the registerwhile you are entering your PIN and not allowing you to fullyenter your PIN. The PIN is then not recognized. Remind thecashier to wait until you have completely entered your PIN.

• What if a transaction will not process?o Look at the denial receipt for the failure reason. The reason may

not be clear, but may point to the direction for resolution (ex: badPIN, insufficient balance, etc.).

o Look in WIC Direct to see if the transaction was recognized.o Document the time the issue occurred and any other details

surrounding the transaction, and contact a SA Vendor Manager forguidance about initial steps to take toward a resolution.

• What if the cashier is unable to void the transaction?o Make sure you included a non WIC item in the transaction. If you

did not include a non WIC item, the transaction cannot be voided(make sure to donate items purchased).

o Involve a manager. If the manager is unable to void thetransaction, have them contact their POS provider to assist themwith the void (POS providers should be training on the voidprocess).



• What if a WIC approved item is declined?o The item may not be on the APL.

Use the WICShopper app and see if the item is recognized asapproved.

• If the item is showing as approved on the Shopperapp, there may be an issue with the downloading ofthe APL.

o Find out when the vendor last downloaded theAPL.

o Communicate with SA vendor staff foradditional troubleshooting.

• If the item is not showing as approved, but should be,it may need to be added to the APL.

o Verify with Janna Gunckle whether or not theitem is in the APL, and if the item needs to beadded, use the Shopper app to make therequest.

If the item is fresh produce, the vendor may not be mappingas needed (ex: all store packaged produce items need to bemapped to a recognized PLU). Tell the store staff that theyneed to map the item, and to contact their POS provider ifany questions about mapping.

58 October 2017 Local Vendor Manager – Educational Buys

eWIC Toolkit: Local Vendor Manager – Education Buys

Introduction to Education Buys for WIC Staff An education buy is a live shopping experience where local agency staff can be the “eWIC customer”, and complete an eWIC transaction at a store. It is recommended to complete the education buy on the first day of roll-out when your office is closed in preparation for eWIC. Education buys should only be conducted at WIC approved stores that are certified and ready to process eWIC transactions (see Level III certification information).

The state staff will give the Local Vendor Manager one active eWIC card with benefits at the Level III Certification. It is the responsibility of the Local Vendor Manager to keep the card secure and to follow the guidance in this document.

The Guidance for Education Buys and Kansas eWIC Education Buy Form are included in this toolkit to help prepare Local Vendor Managers to lead an educational buy with local agency staff.



Guidance for Education Buys The Local Vendor Manager can lead the education buy with WIC staff. (Larger agencies may wish to split staff into small groups for the education buys and take turns sharing the card.)

Approximately 1 week before the education buy: • The Local Vendor Manager should contact the store and let them know

WIC staff will be visiting for an education buy.

Before leaving for the store, the Local Vendor Manager should have: • An eWIC card

o An eWIC card will be assigned to each local agency.o The local agency will keep the card for education buys, Level III

certification of new vendors, and formula buy backs.• Access to the WICShopper app

o Make sure to have the eWIC card registered on the WICShopperapp and use it during the education buy.

o The Local Vendor Manager can help staff register the same eWICcard on their own WICShopper app before heading to the store.

At the store: • Check in at customer service

o Let store staff know you are there to do an education buy (to getall WIC staff familiar with the shopping experience).

o Ask if there is a specific check-out lane that should be used for thebuy.

• Go Shopping!o Make sure to use the WICShopper app:

Access account balances. Scan WIC approved and non WIC approved items.

• Select one or two nonperishable WIC item(s) for purchase. (Do notpurchase all the benefits on the card!)Examples of nonperishable WIC items:

o Cerealo Canned or dried beanso Juice

• Complete a WIC transaction



o Using the eWIC card, buy the WIC item.o Review the mid-receipt.o Keep all receipts.o Optional: You can purchase a non WIC item (like a bottle of water

or gum) to demonstrate how clients can pay for remainingbalances if anyone is willing to pay for the item personally.

Complete the Education Buy form for purchase and food donation reporting.

• You must donate all WIC items purchased and receive a donationreceipt.

• Attach store & donation receipts to the form.• Send the form and receipts to Janna Gunckle (via email, fax, or mail)

o Email: [email protected] Fax: 785.559.4242o Mail:

KDHEBureau of Family HealthNutrition & WIC ServicesJanna Gunckle1000 SW Jackson St., Suite 220Topeka, KS 66612-1274




Kansas eWIC Education Buy Form Vendor Name: Vendor ID

#:

Vendor City:

Staff conducting the buy:

Date completed:

Item purchased:

Donated to: Donation date:

Attach receipts here:

Send the form and receipts to Janna Gunckle (via email, fax, or mail) o Email: [email protected] Fax: 785.559.4242o Mail:

KDHEBureau of Family HealthNutrition & WIC ServicesJanna Gunckle1000 SW Jackson St., Suite 220Topeka, KS 66612-1274


62 October 2017 Local Vendor Manager – Vendor Tools

eWIC Toolkit: Local Vendor Manager – Vendor Tools

Introduction to Vendor Tools

Since 2015, the state agency has actively engaged WIC vendors in eWIC training and has developed several training tools, located on the Kansas WIC website, http://www.kansaswic.org/vendors/eWIC.htm. Resources on this webpage include webinars, PowerPoint slides, eWIC FAQs for Vendors, and more. Training is provided to store staff via their corporate office and/or point of sale provider. Two documents have been provided to vendors to distribute to cashiers (specific to their POS system—integrated or stand-beside), the eWIC Quick Tips for Cashiers half-page sheet and the eWIC Quick Reference full-page sheet. Samples of these documents are included in this section.

As a Local Vendor Manager, you are an important part of helping stores be successful in providing a positive eWIC experience for clients. You might want to give stores a little more attention and offer assistance before and during roll-out. If your stores need additional copies of the documents below, please refer them to the website.


63 October 2017 Local Vendor Manager – Vendor Tools

eWIC Toolkit: Local Vendor Manager – Vendor Tools

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eWIC Quick Reference Sheet (Integrated Point of Sale Systems)

eWIC is coming to your store! This quick reference sheet highlights many of the expected changes resulting from implementing electronic WIC benefits (eWIC). This quick reference sheet should be used to provide an overview of eWIC for employees and is not intended to be inclusive of all program policies and procedures.

WIC checks & eWIC cards: eWIC implementation occurs in phases across the state. Checks will still be in circulation after your store has implemented eWIC. It is required for stores to accommodate both customers with WIC checks and customers with eWIC cards.

Authorized Program Booklet: An Authorized Program Booklet should be kept by each register for reference.

Separating WIC items: The WIC customer no longer has to separate WIC items from other purchases. They can have a “mixed basket” of WIC and non WIC items. The WIC customer will swipe their eWIC card first, which will deduct any WIC items from their WIC balance. The remaining groceries can be paid with another form of payment.

No ID required: WIC customers will no longer need their ID if they are using an eWIC card. No other identification is required to complete an eWIC transaction.

Swipe eWIC card before other payment types: The eWIC card must be the first card to be swiped at the register, before any other form of payment (SNAP, credit/debit, etc.).

PIN entry: The WIC customer will enter a Personal Identification Number (PIN) to authorize the transaction. The cashier cannot enter the PIN for the WIC customer.

PIN attempts: The WIC customer will have a maximum of 3 attempts to enter the correct PIN. On the third attempt, the eWIC card will be locked resulting in a transaction error. If this occurs, direct the customer to contact their local WIC clinic.

No overrides: During an eWIC transaction, some items may not scan as approved for WIC. No overrides are allowed. These non WIC items must be purchased with another form of payment or be removed from the transaction.

Reporting UPCs: If a food does not scan as authorized but appears to meet the WIC criteria, it should be reported to the Kansas WIC Program. If the item is approved, the Kansas WIC Program will add it to the Approved Product List (APL). Inform the state WIC agency if foods are missing from the APL, if there are UPC changes, and/or if new products become available in the store that might be WIC approved. A UPC can be submitted to the state WIC agency by using the WICShopper app or using the form “Request to Add a UPC” available on our website http://www.kansaswic.org/vendors/forms_and_newsletters.html.

Purchase Receipt: WIC customers must be given a purchase receipt showing the items purchased and the remaining benefit balance (foods left in their account for future purchase).

Balance Inquiry: WIC customers will be allowed to run a benefit balance inquiry free of charge to the WIC customer. WIC customers must be given a paper copy showing the benefit balance.

http://www.kansaswic.org/vendors/forms_and_newsletters.html

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eWIC Quick Reference Sheet (Stand-beside system)

eWIC is coming to your store! This quick reference sheet highlights many of the expected changes resulting from implementing electronic WIC benefits (eWIC). This quick reference sheet should be used to provide an overview of eWIC for employees and is not intended to be inclusive of all program policies and procedures.

WIC checks & eWIC cards: eWIC implementation occurs in phases across the state. Checks will still be in circulation after your store has implemented eWIC. It is required for stores to accommodate both customers with WIC checks and customers with eWIC cards.

Authorized Program Booklet: An Authorized Program Booklet should be kept by each register for reference.

Separating WIC items: With a stand-beside device, the WIC customer will need to continue to separate WIC items from other purchases. The WIC transaction will continue to be a separate transaction.

Fresh Fruits & Vegetables: Fresh fruits and vegetables will need to be rang up after all other WIC items. Fresh fruits and vegetables will not be scanned at the stand-beside device, but a total for the fresh fruits and vegetables will be inputted in the stand-beside device when prompted (at the end of the WIC transaction).

No ID required: Clients will need to tell the cashier that they are needing to completed a WIC transaction. WIC customers will no longer need their ID if they are using an eWIC card. No other identification is required to complete an eWIC transaction.

PIN entry: The WIC customer will enter a Personal Identification Number (PIN) to authorize the transaction. The cashier cannot enter the PIN for the WIC customer.

PIN attempts: The WIC customer will have a maximum of 3 attempts to enter the correct PIN. On the third attempt, the eWIC card will be locked resulting in a transaction error. If this occurs, direct the customer to contact their local WIC clinic.

No overrides: During an eWIC transaction, some items may not scan as approved for WIC. No overrides are allowed. These non WIC items must be purchased with another form of payment or be removed from the transaction.

Reporting UPCs: If a food does not scan as authorized but appears to meet the WIC criteria, it should be reported to the Kansas WIC Program. If the item is approved, the Kansas WIC Program will add it to the Approved Product List (APL). Inform the state WIC agency if foods are missing from the APL, if there are UPC changes, and/or if new products become available in the store that might be WIC approved. A UPC can be submitted to the state WIC agency by using the WICShopper app or using the form “Request to Add a UPC” available on our website http://www.kansaswic.org/vendors/forms_and_newsletters.html.

Purchase Receipt: WIC customers must be given a purchase receipt showing the items purchased and the remaining benefit balance (foods left in their account for future purchase).

Balance Inquiry: WIC customers will be allowed to run a benefit balance inquiry free of charge to the WIC customer. WIC customers must be given a paper copy showing the benefit balance.


eWIC Frequently Asked Questions for WIC Approved Vendors

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General Questions

Q – What is eWIC?

A – eWIC is the electronic equivalent to paper checks for processing WIC. The eWIC card will allow WICparticipants to purchase authorized products and will eventually replace the current paper check system.

The eWIC card is intended to improve the retail experience for WIC customers and vendors through automated processing. Use of the card will help reduce in-lane delays, eliminate paper check processing errors and expedite payments to retailers.

Q – When will the eWIC card be ‘rolled out’?

A – Kansas will be piloting in Shawnee Co on September 14th. The pilot will last three months. We willthen begin rolling out from January through June 2018 across Kansas (by region). An eWIC rollout map is available on our website: http://www.kansaswic.org/vendors/eWIC.htm .

Q – Who is FIS/CDP and what role do they have with eWIC?

A – FIS Government Solutions (FIS) and Custom Data Processing (CDP) are Kansas WIC’s eWICprocessing contractors. FIS facilitates contracting, installation and training of the point of sale (POS) devices for stand-beside vendors. FIS also provides ongoing support to grocery stores using a stand-beside device. CDP ensures cash register systems are certified and able to process eWIC transactions, provides the eWIC host processor, and provides support to grocery stores. FIS and CDP will work with stores and their POS provider to determine if their current register system can support eWIC and/or what upgrades may need to occur to the POS.



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Vendor Readiness

Q – How will eWIC card transactions be processed at the grocery store?

A – There are two types of systems that can process eWIC transactions: an integrated system and astand-beside system.

With an integrated system, transaction processing is integrated with all other tender types. The existing in-lane hardware is used and there is no dual scan/price entry needed.

With a stand-beside system, the device is separate from any other payment technology that is present in the checkout lane. The system requires separate hardware and dual scan/price entry of WIC items.

Q – How do we know if we have an integrated system?

A – If the register is integrated, then all tender types can be completed on your store’s point of sale, andyour cashiers do not have to use a separate device to complete debit/credit/SNAP transactions. Otherwise, if your cashiers are using a separate device (stand-beside) to complete some transactions, then you are not integrated.

Q – How will we know if our store is eWIC Ready?

A – Any authorized WIC vendor must use a certified point of sale (POS) system to process eWICtransactions. Kansas WIC will accept eWIC certifications that have previously been done in other WIC agencies where FIS/CDP hold the eWIC contract. FIS/CDP will verify a Level I and Level II certification has been completed for the store’s POS system, making it a eWIC certified system. A Level III or live shopping (in-store test) will be required even if the POS system has already been certified. The Level III certification (Live Shopping) will be done by local agency, state agency, and/or contractor staff.


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Q – What are the different levels of the certification process of a POS system?

A – There are 3 levels to the eWIC Certification Process.

Level I – This is a precertification with CDP, making sure all test scripts can be completed successfully. This is also a certification with the Third Party Processor (TPP) to make sure they have everything setup correctly.

Level II – This level of certification is conducted by CDP to run through the certification scripts and make sure all the test cases are completed as expected.

Level III – This is a live test at the vendor storefront and is run in the productive environment to ensure the store location is setup correctly to process eWIC transactions prior to allowing eWIC customers to shop there to redeem benefits.

Q – Our store is not scheduled to rollout for eWIC until February 2018. What can we do now to see if we are eWIC ready?

A – Discuss your options with your system provider ASAP. Is your system eWIC capable? Certified? Ifnot… Is there a development project already underway? If so… Are you at the right software level? Do you connect to a supported host? Do you have supported PIN pads?

WIC Approved Foods

Q – Will the eWIC card help identify WIC approved items?

A – Yes! The Kansas WIC Program has developed an Approved Product List (APL) that contains UPCs (barcodes) and PLUs (for fresh fruits/vegetables) for WIC approved products. When a WIC approved product is scanned at the register, its code will be checked against the APL. Each WIC transaction will be approved or rejected based on the APL.

Q – Does the APL include fresh produce?

A – Yes! The Kansas WIC program will only use Product Lookup codes (PLUs) from the IFPS(International Federation for Produce Standards) website. That is the governing body over PLUs because they have to be unique, so the products have to go through the process.


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Q – How will the state WIC keep the Approved Product List (APL) up to date?

A – We will need your help in keeping our APL up to date. Inform the state WIC agency if foods aremissing from our APL, if there are UPC changes, and/or if new products become available in the store that might be WIC approved. A UPC can be submitted to the state WIC agency by using the WIC Shopper app or using the form (Request to Add a UPC) available on our website (http://www.kansaswic.org/vendors/forms_and_newsletters.html).

For fresh fruits and vegetables, use a partial or full mapping approach for loose fruits/vegetables, fruits/vegetables packaged according to weight, store packaged items labeled with UPC-A’s that begin with “2”, and seasonal produce items. For more information on mapping, contact your POS provider.

New UPCs or PLUs could be added daily, so it’s important to download the most current version of the APL made available.

Q – What if an item does not ring up as WIC approved?

A – This may happen for the following reasons: the allowed amount of the item may have already beenpurchased, the item may not be part of the participant’s issued benefits, the item may not be a WIC approved food, and/or the product’s barcode may have changed or be unrecognized by the store’s register system.

Q – If the WIC participant brings up Highland milk instead of the store brand, will the system allow that redemption?

A – Yes, if it is the correct fat content, then the system would allow Highland milk because all eligibleWIC foods will be in the APL. Clients will be educated to make smart purchases such as least expensive, store brand for milk, eggs, and cheese, etc. Cashiers will not be asked to enforce our “least expensive item” policy.

eWIC Transactions

Q – Will the eWIC card improve timeliness of payment?

A – Yes! WIC transactions will be settled daily, meaning that most retailers will be reimbursed the nextbusiness day.



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Q – Will stores need to accept both the eWIC card and paper checks during the transition?

A – Yes! WIC participants will be issued the eWIC card as they come to the local WIC clinic on a 3-month appointment cycle. During the transition, some WIC participants will have the eWIC card, while other will still be using paper checks. Stores will need to be ready to process eWIC card transactions as soon as rollout begins in their region and the local WIC clinics begin issuing benefits to WIC participants in their region. Paper checks could still be used at stores for approximately 3 months after the final roll out in May 2018.

Q – If an item is over the Not to Exceed (NTE) amount, is the WIC participant responsible for paying the difference?

A – The WIC participant is not responsible. The participant CANNOT be charged for a WIC purchase.Your agreement with the state forbids the vendor from collecting money for an item not covered with the NTE.

Q – Will stores know what the maximum (NTE) amount paid will be?

A – It is a moving price. The system recalculates the NTE based on the pricing being submitted via thevendors’ WIC transactions in each peer group. It is an average based on all the vendors in that peer group. If there is a huge change in pricing, please contact the state WIC immediately, as a manual adjustment to the pricing may be needed (e.g. large increase in egg prices).

Q – What happens if the WIC participant’s fresh fruit and vegetable benefit (FVB/CVB) goes over the amount?

A – The system will notify the cashier of the benefit covered and the total left to pay. The client maythen use a different type of tender, i.e. food stamp card, debit/credit card, check or cash to pay the remaining balance. The participant must swipe their eWIC card first before they use any other tender type. The client can also have the cashier remove/void products to get the balance down to the available benefit amount.

Q – Does the FVB/CVB need to be separated from the other WIC items?

A – Yes, for stand-beside devices only, other WIC items should be rang up first. No, for integratedsystems, as the system knows which items are WIC allowed.


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Q – Will we have to provide our store generated PLU codes or do we enter the dollar amount at the register?

A – For a stand-beside system, you can only enter the dollar amount. For an integrated system, the onlyPLUs that are known to the Approved Food List are those from the national IFPS. Store generated PLUs will need to be mapped to the standard PLU from the national IFPS.

Q – Will our point of sale (POS) provider (RDS) know how to map a UPC2 for a random weight fruit/vegetable to a standard UPC and train us or will we need to contact the WIC office to receive training?

A – Yes, RDS will know how to map the produce items and will train you on how this works.

Q – If we sticker price produce (reduced for quick sale) and manually enter a price instead of scanning a UPC, how will it be identified as a fruit or vegetable that is eligible for an eWIC purchase?

A – The Item will have to be mapped to a national recognized PLU (from IFPS) in this case.

Q – In an integrated system, since WIC transactions are tax exempt, is the tax automatically added back to items that participants have to pay for with another tender type (example: like paper plates in the same transaction, or fruits and vegetables over the allowed amount)?

A – Tax will be removed from any items that are tendered with WIC benefits. Any remaining items inthe order after the WIC tender will be taxed if applicable.

eWIC Card Usage

Q – How will the WIC participant know what benefits they have left on their card?

A – Every completed eWIC transaction will have a receipt with an ending balance. The participant cancheck their balances with the last transaction receipt, the WIC Shopper app, the Kansas Client Portal, ebtEdge.com and by calling the Interactive Voice Response (IVR) system. In addition, the participant can request a balance inquiry be completed at the register or customer service at the store.


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Q – If the eWIC card does not scan through the PIN pad, can the cashier hand-key the number?

A – Yes, as long as the participant has the physical card and the reader will not read the card, thecashier can manually enter the card number but never the PIN. The WIC participant is the only one who should ever enter the PIN.

Q – Is there a way for the client to swipe their card to check their balances without being in the transaction?

A – Yes, this is called a balance inquiry.

ewic toolkit - kdhe · that certifies the electronic cash register ... integrated with the store...

Documents