Vendor Training September 2020 Table of Contents State

Vendor Training September 2020

Table of Contents § § § § State WIC Contact Info What is WIC? INWIC Mobile Approved Foods Card (AFC) Shelf Tags Minimum Stock Requirements FY 2021 Food Changes WIC EBT Overview Mid-Transaction Review Balance Inquiries Approved Products List (APL) Updates Cash Value Benefit (CVB) PLU Codes and Fresh Produce § Commonly Encountered Transaction Issues § System Errors: Integrated vs. Stand Beside Vendors § WIC Card Left at Store § WIC Pharmacies § Special Order Formula Form § Vendor Complaints § Policy Reminders § COVID 19 § Quiz § Thank You § Q&A § Non-Discrimination Statement

State WIC Contact Information Indiana WIC 2 North Meridian Street Indianapolis, IN 46204 Toll Free: 800 -522 -0874 Access the WIC Approved Food Card, Vendor Manual, Vendor Notices, Vendor Application and more at: www. wic. in. gov Vendor Manager Tori Harvey 317 -233 -1386 Tharvey 1@isdh. in. gov Vendor Consultants North: Clinton Walker South: Lindsey Downs 317 -234 -8148 317 -233 -7938 Cwalker@isdh. in. gov Ldowns@isdh. in. gov

State WIC Contact Information

What is WIC? § WIC= Women, Infants, and Children § Funded by the United States Department of Agriculture (USDA) § Run by the Indiana State Department of Health (ISDH) and local sponsoring agencies § Provides nutrition education and healthy supplemental foods to: § § § Pregnant women Breastfeeding women Postpartum women Infants Children up to the age of 5 § *WIC clients spent just over $79 million at Indiana WIC vendors in 2020. * (not including the month of September)

INWIC Mobile App • Indiana WIC has recently completed an update to its INWIC Mobile App and would like to share access to our retail community. If you currently have the INWIC Mobile App on your phone, please make sure to update to the new version. If you do not have the INWIC Mobile App, you can search for INWIC to download it from the Google Play and Apple App Stores. • Please log-in with the following account information. Username: wicvendormail@isdh. in. gov Password: Password 1

INWIC Mobile App Vendor Resources Upon logging in, you can select the UPC Scan feature from the main menu. This allows you to check products for WIC eligibility

INWIC Mobile App – UPC Scan **If not approved, UPC can be sent to State Office by clicking the link**

Approved Foods Card (AFC) § Specifies the foods allowed for clients § WIC Program Booklets are provided to each client and contain the same information § Clients can use INWIC Mobile App UPC Scan if items are not ringing up correctly (fresh fruits and vegetables will not scan) § If a product that meets WIC criteria is not ringing up correctly, let someone know! § § Indiana WIC Local WIC office Customer Service Manager (CSM) Corporate contact

Approved Foods Card (AFC) § Indiana WIC will no longer be printing the AFC § $10, 000 cost per year § Feedback that vendors do not use regularly § Vendors may print AFC if desired § Indiana WIC will not require AFC at cash registers § The AFC is available at https: //secure. in. gov/isdh/24780. htm § Primary transaction problem solving tool should be INWIC Mobile App § Clients and Cashiers can use UPC Scan to provide detailed information on items § Cashiers can access AFC in INWIC Mobile App Resource Links with no sign-in required

INWIC Mobile App – Approved Foods Card

Use the QR code to download the INWIC Mobile App on your phone now!

Shelf Tags For stores with state-provided WIC shelf tags § You should only have purple WIC tags on store shelves § Contact Indiana WIC if you need replacement shelf tags For stores who print their own WIC shelf tags § Ensure that WIC shelf tags are accurate § Contact your corporate office if there is an error For pharmacy-only vendors § You are not required to have shelf tags § IN WIC shelf tags are available at https: //secure. in. gov/isdh/24780. htm

Minimum Stock Requirements § Milk § 15 gallons – 4 gallons whole, 1 gallon 2%, 10 gallons 1% or skim § Cheese § 5 pounds and 2 kinds § Eggs § 5 dozen large or extra-large white eggs § Fruits & Vegetables § $50 total – 2 varieties of fruits, 2 varieties of vegetables, fresh, frozen or canned § Cereal § 25 boxes – 6 kinds dry, 1 kind cooked, at least 1 whole grain cereal

Minimum Stock Requirements § Bread § 10 loaves of 16 ounce whole wheat or whole grain bread § Stores with low bread sales have been granted waivers for re-contracting § Infant Fruits and Vegetables § 200 ounces (oz. ) in either 4 or 8 ounce containers § 50 cans of 4 oz. , 50 two-packs of 2 oz. tubs, or 25 two-packs of 4 oz. tubs § Infant Cereal § New: 80 ounces and 2 kinds

Minimum Stock Requirements § Juice § 15 bottles of 64 ounces § 2 kinds AND § 5 cans of either 11. 5 – 12 ounce juice concentrate or 46 – 48 ounce juice § 2 kinds § Peanut Butter § 5 jars of 16 – 18 ounces § Beans § 2 kinds dry beans, peas, or lentils § 3 pounds total in 1 -pound bags AND § 128 ounces canned beans § 15 – 64 ounce cans

Minimum Stock Requirements § No changes to Gerber Infant Formula § (6) 8. 1 ounce containers of Gerber Good Start Gentle concentrate § (20) 12. 7 ounce cans of Gerber Good Start Gentle powder § (5) 12. 9 ounce cans of Gerber Good Start Soy powder § (10) 12. 4 ounce cans of Gerber Good Start Soothe powder

New Pharmacy Minimum Stock Requirement § Pharmacy-only vendors must carry these formula quantities in stores at all times § § (6) 8. 1 ounce containers of Gerber Good Start Gentle concentrate (10) 12. 7 ounce cans of Gerber Good Start Gentle powder (5) 12. 9 ounce cans of Gerber Good Start Soy powder (5) 12. 4 ounce cans of Gerber Good Start Soothe powder § WIC will inform clients that pharmacy-only vendors have these formulas in-stock

Gerber Product Packaging Updates Updated packaging was set to be distributed beginning May 2020

FY 2020 Food Changes GREEK YOGURT For clients with Yogurt Benefits • 32 oz. quart tubs only • Any flavor: fat free, low fat, whole fat • Store and national brands are approved

FY 2020 Food Changes CEREAL New Options REMEMBER! WIC approved cereals must be 12, 18, 24, 36 oz. Instant Oatmeal may be 11. 8 or 23. 7 oz.

WIC EBT Overview § WIC clients will initially visit the WIC clinic to receive their WIC card. § Benefits for the entire household are on one card. § Each month’s benefits are reloaded to the WIC card. WIC Card Check Out Procedures § After a client has selected the item(s) they wish to purchase, they will choose a checkout lane that accepts WIC. § Cashier will scan items. § The client will swipe the WIC card. § The client will enter their 4 -digit PIN number. § This is the only verification that needs to be done. § Client signature or ID is not required. § Stores using their cash registers for WIC will provide a mid-transaction review process (receipt or screen) for the client to review and confirm the WIC purchase. The client will either confirm or ask the cashier to void certain items. § The cashier should give the client a receipt at the end of the transaction which displays the beginning benefits available, the items purchased, and the ending/current benefits available. § The client can continue the transaction with any remaining non-WIC items using another form of payment (SNAP, TANF, credit card, debit card, cash, etc. ).

Mid-Transaction Review • Integrated vendors who process WIC transactions using their own cash registers will either a) print a mid-transaction receipt or b) provide the WIC customer with a screen to review that includes the specific WIC quantities of items purchased. • Please allow the WIC customer to review before confirming WIC purchases to reduce WIC transaction errors and to ensure that the correct items are being purchased. • Stand beside vendors who use separate WIC devices to process WIC transactions are exempt from this requirement.

Balance Inquiries § Balance inquiries show clients the benefit categories and quantities available for purchase. § Stores are required to run a balance inquiry when asked by a client. § Inquiries can be run: § Before a transaction § After a transaction § Without a purchase being made § Indiana WIC encourages using the INWIC Mobile App to see benefit balance information, but WIC clients are not required to use the app.

Approved Products List (APL) Updates § The Approved Products List (APL) controls what can and cannot be purchased using the WIC card § The APL may be updated by Indiana WIC staff on a daily basis § New products or products with UPC code changes need to be reported to Indiana WIC § The UPC Request Form should be completed to add UPCs to the APL § This form is available at https: //secure. in. gov/isdh/24780. htm § Chain grocery stores should check with corporate on proper procedure for submitting APL updates § Cashier can also submit items through the INWIC Mobile App

Cash Value Benefit (CVB) CVB is a fixed dollar amount WIC card benefit used to purchase fresh, canned or frozen fruits and vegetables. How to Redeem WIC card CVBs: § The CVB total for the entire household will be available on the WIC card § Client will use WIC card to purchase fruits and vegetables § If cost is over dollar limit, client may: § Pay the dollar amount over the remaining benefits using another payment method (SNAP, TANF, credit card, debit card, cash, etc. ) § Return item(s) to stay within the dollar amount § Cash back is not allowed

PLU Codes and Fresh Produce § Fresh produce can only be redeemed using PLU codes § Fresh produce inventory changes frequently, and the state cannot update the Approved Products List (APL) as quickly as necessary § This is also why the INWIC Mobile App UPC Scan cannot be used on fresh produce § Fresh produce with UPC codes need to be mapped or linked to corresponding PLU codes § Stores must perform PLU mapping using one of the two following methods: § Map all fresh produce to general WIC produce code 4469 § Map each fresh produce item to the corresponding PLU code in the IFPS standards § Example: map blueberries to 4240 or 42406 § Stores must also allow manual entry of PLU codes for items where PLU mapping has failed or not taken place § Example: Manually enter PLU codes 4469, 4240, or 42406 when blueberries do not ring up

PLU Codes and Fresh Produce If a fresh produce item is obviously WIC-approved (carrots, lettuce, berries, etc. ) and is not scanning correctly: • First, enter in a PLU code to see if it works (4469 or product-specific). • If that allows the item to be purchased on WIC, let a Customer Service Manager (CSM) or corporate contact know about the issue so it can be corrected for other WIC customers. • If the PLU code doesn’t work, check the client’s benefits balance using the INWIC Mobile App or a cash register balance inquiry. • If the client has adequate benefits and still cannot buy the product, let a CSM or corporate contact know.

Commonly Encountered Transaction Issues § Fresh produce product is not ringing up correctly § Pop quiz: Do you remember what you should do? § Product is not a WIC eligible product § For example, WIC clients cannot buy 7 -ounce (oz. ) cheese § Client can pay using another method or can void item(s) § Product is authorized, but not a part of client’s food package § For example, trying to buy whole milk when assigned 1% or skim milk § Check INWIC Mobile App or run a balance inquiry § Client has no valid benefits § Maybe the client missed a clinic appointment and did not have benefits reloaded § Check INWIC Mobile App or run a balance inquiry § Product is a valid non-produce WIC product, but will not run § Check INWIC Mobile App to see if UPC is in the Approved Products List (APL) § Approved Products List (APL) is also available here: https: //secure. in. gov/isdh/24780. htm § If UPC is on APL, there is likely a system or cash register error preventing the transaction § If UPC is not on APL, then ask client to submit UPC through the INWIC Mobile App

System Errors: Integrated vs. Stand Beside Vendors Integrated Vendor § An integrated vendor is a store that has cash registers that can accept WIC transactions without additional equipment § Example: Walmart, Kroger, Meijer § Integrated vendors are encouraged to contact your corporate office or Third Party Processor (TPP) to handle any system errors occurring at store § You may see errors like “transaction failed” or “system error” Stand Beside Vendor § A stand beside vendor is a store that has at least one separate device for WIC transactions § If a stand beside vendor has a system error or equipment issues, you should call the Conduent vendor help desk at (855) 222 -0502

WIC Card Left at Store § Contact your local WIC clinic § Report the card number to local clinic or mail card to Indiana WIC (address on back of card) § Local clinic will contact client, deactivate the lost WIC card, issue client a new WIC card, and instruct store to destroy the old WIC card § Only destroy a WIC card when instructed to do so § DO NOT return WIC cards to customers § There is no name or other identification on the card § There is no way to tell if you are returning the card to its rightful owner

WIC Pharmacies § Many grocery stores contain pharmacies and must provide WIC foods, infant formula, and WIC eligible nutritionals § Pharmacy-only vendors must provide only infant formula and WIC eligible nutritionals § If a pharmacy exists in your store, you must provide ALL WIC-approved formulas and nutritionals § Full list available here: https: //secure. in. gov/isdh/files/IN_WIC_Formulary. pdf § Special order formula must be provided within 2 business days § This is the infant’s only source of food, and we want our babies to be able to eat! § If a store does not contain a pharmacy, you are only required to provide Gerber infant formulas § You may provide additional formulas (like Neosure, Alimentum, Pediasure, etc. ) § If a WIC client asks you for a formula that you do not carry, please refer them to their local WIC clinic

Special Order Formula Form The WIC clinic should give a special order formula form to eligible WIC clients to assist in ordering the correct formula. Clients can provide this form to the pharmacy to ensure that the correct formula is being ordered and picked up. Special Order Formula Form Details § Local WIC contact info § Client info § First day and last day to use benefits § Picture of product § Description of product § Package size information § UPC code(s) for product

Special Order Formula Form

Vendor Complaints § As a WIC vendor you have the § Using the WIC receipt from the right to file a complaint against a transaction, please provide at WIC client least the last 4 digits of the client’s WIC card and a physical § Form should be filled out with specific information on what was description of the client said and done by the client § Send complaint to the local WIC clinic or the state WIC office at § Complaint form is available at WICVendor. Mail@isdh. in. gov www. wic. in. gov on the Vendor Information webpage

Program Requirements § Vendors may not provide refunds, store credit or permit exchanges for foods purchased with the WIC EBT card except for exchanges for an identical authorized food item when the original food item is defective, spoiled, has exceeded its “sell by, ” “best if used by, ” or other date limiting the sale or use of the item § WIC customers are entitled to the same service, courtesies, promotional offers, and same general treatment as non-WIC customers, except for return policies. § The vendor is responsible for training its store personnel on program requirements and is accountable for the actions of owners, officers, managers, agents, and employees who commit vendor violations. § Food and grocery with pharmacy vendors must maintain a minimum stock of WIC approved foods and all stores must maintain WIC approved foods within their fresh dates. Program requirements for vendors are available at www. wic. in. gov on the Vendor Information webpage in the vendor manual.

Inventory Recordkeeping § Same: Maintain inventory records for 3 years § This has consistently been listed in the vendor agreements signed between Indiana WIC and vendors § Same: WIC inventory must be obtained from wholesalers/distributors § Re-sale of items purchased from other WIC vendors no longer allowed § Receipts are a less reliable paper trail than invoices from wholesalers § Same: Inventory records must contain the following: § Name and address of supplier § Name and address of purchaser § Date of purchase § List of items purchased including size, quantity, and price

Inventory Recordkeeping § Vendor monitoring procedure § When WIC staff perform store inspections, WIC staff will ask to see the most recent infant formula invoice available § Make sure that you are obtaining infant formula from an approved source: https: //secure. in. gov/isdh/files/Formula%20 Wholesalers%20 and%20 Distributors. pdf § Please contact Indiana WIC if you would like to propose adding a new formula wholesaler to the approved list § Inventory audit procedure § Indiana WIC will request copies of your inventory records during a certain time period § Inventory records will be compared with actual WIC EBT sales § Stores will be sanctioned if inventory records show less inventory than the store has sold on WIC EBT § Reasoning: If you sell more items on WIC than you had in-stock, that is fraud.

Inventory Recordkeeping Violation 7. Claiming reimbursement in excess of documented inventory. Offense Period of less than 2 calendar months Sanction Fine Term Equivalent to reimbursement claimed in excess of documented inventory Period of more than 2 calendar months Disqualification 3 years ****

Inventory Audit Example Indiana WIC requests records on items A, B, and C from 10/1/19 – 12/31/19 § Item A § Inventory: 200 § WIC sales: 400 § Average price: $3 § Item B § Inventory: 300 § WIC sales: 300 § Average price: $5 § Item C § Inventory: 500 § WIC sales: 300 § Average price: $2 § This vendor has claimed reimbursement on 200 items in excess of documented inventory for Item A § 200 items X $3 = $600 fine § Vendor is disqualified from WIC for 3 years § According to federal law, Indiana WIC is required to share this information with SNAP § SNAP may also choose to disqualify the vendor § Inventory items B and C were reported correctly.

Stand Beside Device Criteria § Some WIC vendors process WIC EBT transactions through a separate stand beside device. § USDA now requires that Indiana WIC only provide funding for stand beside devices to new vendors needed for client access, effective October 1, 2018. § Indiana WIC will continue to provide funding for stand beside devices for vendors authorized before October 1, 2018, even if not needed for client access. § Some stand beside vendors qualify for additional state-funded devices. Please see pages 3 -4 in the Vendor Manual for more details. § If you are eligible to receive additional state-funded devices, Indiana WIC informed you about this when you received approval for re-contracting.

Reminder on Stand Beside Pricing § A few vendors were penalized by Indiana WIC during the last fiscal year for charging incorrect prices on WIC stand beside devices § Charging WIC more than the shelf price results in a 3 -year WIC disqualification NTE = not-to-exceed price or maximum price

COVID-19 Updates • Indiana WIC remains committed to serving families and continuing daily operations during the COVID-19 pandemic. Please be aware WIC local agencies have been given the flexibility to complete WIC appointments over the telephone. These appointments include enrollment, recertification, nutrition education/issuing benefits, breastfeeding support and referrals to other services. Currently, WIC operations will vary by region/WIC local agency so please contact your local WIC clinic directly for additional details or questions. You can find your local WIC clinic by using the “WIC Clinic Locations List” OR “WIC Clinic Locations Map” in the drop-down list to the left. • Contact the state WIC office at 1 -800 -522 -0874 • Indiana WIC would like to share the Indiana Family and Social Services Administration (FSSA) and the Indiana Division of Mental Health and Addiction (DMHA) Be Well Indiana initiative that will help support Hoosiers during this unprecedented time. The Be Well Indiana initiative is focused primarily on resources to help Hoosiers manage their mental health throughout the COVID-19 crisis, including links to trusted news sources, tips for staying healthy and safe at home, access to addiction recovery support and more. Information and resources can be found at Be. Well. Indiana. org. • Indiana WIC - Food and Nutrition Service (USDA-FNS) Approved COVID-19 Waivers through September 30, 2020. • • • Physical Presence requirement waived Remote Issuance requirement waived Separation of Duties requirement waived

Are you ready for a quiz?

WIC Approved or Not? Yes! – scan UPC or manually enter PLU Yes! – Greek yogurt is now approved No! – cannot mix infant fruit or veggies with meat No! – Reese’s does not meet nutrition requirements No! – cannot mix fruit in infant cereal

WIC Approved or Not? Yes! – canned vegetables and fruits are now allowed Yes! – Strawberry Life is a new cereal addition No! – only canned fish allowed No! – this salad kit includes chicken, cheese, and sauce Yes! – any 100% juice type or blend with adequate Vitamin C now allowed

WIC Policy Quiz 1. What’s the easiest way to submit missing items to the Indiana WIC Approved Products List (APL)? Submit on INWIC Mobile App. You can also send in UPC Update Request Form. 2. What should you do if a WIC fresh fruit or vegetable is not ringing up correctly? Manually enter PLU 4469 or product-specific PLU for WIC customer. Contact Customer Service Manager (CSM) or corporate office. 3. What should you do if a WIC card is lost in your store? Call local WIC clinic and provide WIC card number. Only destroy when instructed to do so. Do not return to any customer.

WIC Policy Quiz 4. How long must you keep inventory records for WIC? A minimum of 3 years 5. Can you purchase WIC items from another vendor and re-sell to WIC customers? No 6. What is the sanction for selling more items on WIC than shown in inventory records for 2 calendar months or more? 3 -year disqualification and fine for excess reimbursement 7. What is the sanction for overcharging on WIC items? 3 -year disqualification

Indiana WIC would like to say thank you to each and every one of our dedicated WIC-authorized vendors. It means so much to the State of Indiana, WIC participants and our families that we have been able to rely on your consistent delivery of goods during this pandemic. We appreciate your gracious customer service, the level of detail and accountability you have demonstrated during these unprecedented times. It is with sincere gratitude, that we here at the Indiana State Department of Health WIC program say thank you for a job well done.

WIC wants your feedback on this training! https: //www. surveymonkey. com/r/Q 3 DJHXW

Questions?

Non-discrimination Statement In accordance with Federal civil rights law and U. S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, sex, disability, age, or reprisal or retaliation for prior civil rights activity in any program or activity conducted or funded by USDA. Persons with disabilities who require alternative means of communication for program information (e. g. Braille, large print, audiotape, American Sign Language, etc. ), should contact the Agency (State or local) where they applied for benefits. Individuals who are deaf, hard of hearing or have speech disabilities may contact USDA through the Federal Relay Service at (800) 877 -8339. Additionally, program information may be made available in languages other than English. To file a program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, (AD-3027) found online at: http: //www. ascr. usda. gov/complaint_filing_cust. html, and at any USDA office, or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632 -9992. Submit your completed form or letter to USDA by: (1) (2) (3) mail: U. S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Avenue, SW Washington, D. C. 20250 -9410; fax: (202) 690 -7442; or email: program. intake@usda. gov.