Vendor Manual
Nevada State Health Division WIC Program
Effective October 1, 2008
In accordance with Federal law and U.S. Department of Agriculture policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age or disability.
Table of Contents
Introduction ____________________________________________________Section 1
WIC Facts WIC Makes a Difference Your Role As A WIC Vendor Vendor Contract Authorization How to Contact WIC
WIC Foods & Formula ____________________________________________Section 2
WIC Authorized Foods WIC Approved Food List Infant Formulas and WIC
Grocery Checker_____ ____________________________________________Section 3
What Grocery Checkers Should Know
The WIC Contract Compliance with the WIC Contract Importance of Good Customer Service Customer Confidentiality Civil Rights Complaints
Checking Out A WIC Customer
WIC Customer Responsibilities The WIC Food Instrument The Paper Food Instrument Handling Instructions & Authorized WIC Foods Alteration of A WIC Food Instrument Important Food Instrument Cashing Reminders for Cashiers WIC Approved Food List Infant Formulas and WIC
Bookkeepers Section_____________________________________Section 4
Bookkeeping Information
Before Depositing Paper WIC Food Instruments
The WIC Retailer Stamp ID Banking
Payment to Vendor for Food Instruments Alteration of a WIC Food Instrument Bill Backs Common Errors in Processing Nevada WIC Paper Food Instruments
Owner Manager Section __________________________________________Section 5
Vendor Responsibilities and Rights WIC Vendor Criteria Becoming a WIC Vendor Vendor Price Monitoring Compliance Monitoring and Sanctions Appeals Vendor Training Reauthorization and Vendor Agreement Terminations
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Good Customer Service___________________________________________Section 6
The Customer Defines Good Customer Service The Importance of Good Customer Service Complaints Help Develop Good Customer Service The “3/11 Rule “ First Impressions Knowledge The Customer
Customer Compliance Noncompliance & Complaints___________________Section 7
Customer Noncompliance
WIC Food WIC Food Instrument Cashing Procedure Rude Customers
How Retailers Can Help Customers Comply With The Program Rules
Retail owners/managers Checkers
WIC Participant Abuse
Important Points to Ponder________________________________________Section 8
Changes and Substitutions Courtesy Coupons Completing the Food Instrument Altered Food Instrument Returns Charges for Invalid WIC Food Instruments and Overcharges Change of Name, Location, or Store Closure
Electronic Benefits Transfer (EBT) ___________________________________Section 9
Advantages of the EBT System Instructions Troubleshooting
Frequently Asked Questions______________________________________Section 10
Where to Get More Information
Appendixes
Table 1-WIC Local Offices Table 2-WIC Vendor Criteria Table 3-WIC Vendor Sanctions Table 4-Approved Formula Suppliers Table 5-Nevada WIC Minimum Stock Requirements
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Section 1
Introduction
WIC Facts WIC Makes a Difference Your Role As A WIC Vendor Vendor Contract Authorization How to Contact WIC
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Introduction
The Special Supplemental Food Program for Women, Infants, and Children, commonly known as WIC, is a costeffective nutrition intervention program with demonstrated success in improving the health and nutritional status of women, infants and children. One study has shown that for every $1.00 invested in the WIC Program, $4.00 is saved in medical care costs. WIC is funded by the United States Department of Agriculture (USDA) and is administered in Nevada by the Department of Health and Human Services, Division of Health. WIC Program services are provided throughout the State by county public health departments, and nonprofit health agencies. WIC provides nutritious foods to supplement the diets of limited income pregnant, postpartum and breastfeeding women, infants, and children under age 5 who have been determined to be at nutritional risk. Proper nutrition at the beginning of life can help prevent serious health problems. Infants and preschoolers are going through a period of rapid growth, intellectual and social development. Their nutritional status and the health care they receive can have a major impact on their ability to function as happy, healthy children. Participants receive WIC Food Instruments for specific kinds and amounts of nutritious foods. WIC participants redeem these Food Instruments at authorized grocery stores (vendors) which meet certain requirements and agree in all signed contracts to follow all WIC Program regulations.
WIC facts ----------------------------------------------------------------------------------------- WIC (Special Supplemental Nutrition Program for Women, Infants, and Children) is a federally funded short-term nutrition program operated in Nevada through the Department of Health and Human Services, Division of Health. Its objective is to improve the health of Nevada's women, infants and children who are eligible for the program by providing supplemental nutritious foods, nutrition education, and other health and social services. Each year WIC provides women and children in need of preventative health services with healthy foods, breastfeeding support, nutrition education and improved access to health services. WIC has several cost containment initiatives including a competitive bid contract for purchasing infant formula. The additional funds derived by this contract and a similar sole-source contract for infant cereal, allow for the addition of thousands of extra participants in the WIC Program.
WIC makes a difference! --------------------------------------------------------------WIC is cost-effective. By reducing the incidence of low birth weight, premature births and infant mortality, WIC generates significant savings in reduced health care costs. In fact, for every dollar spent on pregnant women in WIC, there is a $1.92 to $4.21 savings in Medicaid for newborns and their mothers.
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WIC also leads to:
Increased likelihood of obtaining prenatal and regular health care Reduced incidence of anemia Improved diets Improved immunization rates Improved learning in school Better cognitive performance Better digit memory test scores
For over 30 years, WIC has been achieving its goal of providing short-term intervention and influencing lifetime nutrition and health behaviors.
Your role as a WIC Vendor------------------------------------------------------------WIC retailers are critical partners in the delivery of WIC benefits. Each month, WIC participants receive WIC Food Instruments, which contain a “food prescription” designed to meet their specific nutritional needs. The retail clerk helps fill the prescription by making sure the participant receives exactly what is prescribed. WIC vendors who provide this service play an important role in helping to improve the health of women, infants and children in Nevada. Vendors are the final service step in the WIC process. Since nutritious WIC foods are designed to promote the healthiest possible birth outcomes, growth and development of children, the retailer’s role in the program is vital. The integrity of the transaction between a WIC retailer and a WIC participant is essential. It is only when WIC Food Instruments are exchanged for the specified foods that the desired dietary supplementation can be achieved. Although the WIC participant may become a regular shopper at the participating grocery store and purchase additional groceries, WIC Food Instruments can only be used to purchase specific types and quantities of foods. The foods and quantities that may be purchased are listed on the front of each Food Instrument. Participants are not required to purchase everything listed on the front of the Food Instrument; however, they should never be given rain checks for those items out of stock. The WIC Food Instrument may be used only to pay for WIC items received by the customer at the time the Food Instrument is presented.
Women and children may receive: Milk, Eggs & Cheese Beans, Peas & Lentils Peanut Butter Certain brands of iron-fortified cereal 100% Fruit Juices high in Vitamin C Special Formulas Carrots Tuna Fish
Infants may receive: Iron-fortified Formula Infant Cereal 100% Fruit Juices high in Vitamin C
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Due to the complexity of the individual nutritional needs of WIC participants, many differences exist on WIC Food Instruments. Although vendors soon become familiar with the most common items, they are not expected to know what should be on each WIC Food Instrument.
Because WIC foods are carefully selected to meet certain nutritional requirements, substitution of foods is prohibited. Vendors are notified whenever changes are made to the list of approved foods. Vendors are required to keep a minimum inventory of the approved foods and to offer them at competitive prices in a sanitary environment.
Vendor Contract Authorization ----------------------------------------------------The Nevada State WIC Program ensures that all participating Vendors enter into a written contract. The Vendor Contract must be signed by a representative who has legal authority to obligate the Vendor. The Vendor contract and this Manual explain the rights and responsibilities of the Vendor and the Nevada WIC Program. Neither the Vendor Contract nor this Manual constitutes a license or a property interest. The term of the Vendor Contract is three (3) federal fiscal years or portion thereof, beginning on October 1 and ending on September 30. Neither the Nevada State WIC Program nor the Vendor has an obligation to renew the Vendor Contract. The purpose of the Contract and this Manual is to provide retail outlets for WIC participants and to provide guidelines for both the Vendor and the Nevada State WIC Program in transactions arising out of the Contract. It will be the responsibility of the Vendor to designate a person from each outlet who will be responsible to ensure Vendor compliance with the terms of the Contract and this Manual. You or your designated representative will also be responsible to accept in-store training; to provide training to all cashiers and other employees who handle WIC transactions; and to provide special or additional training to employees at the request of either the Nevada State WIC Program or local agency. The Vendor will be held accountable for the actions or inactions of its employees.
How to contact WIC ----------------------------------------------------------------------Nevada State Division of Health WIC Program 3427 Goni Road, Suite 108 Carson City, NV 89706 (775)684-5942
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Section 2
WIC Foods & Formula
WIC Authorized Foods WIC Approved Food List Infant Formulas and WIC
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WIC Authorized Foods--------------------------------------------------------------------The types and quantities of foods authorized for the WIC Program are specified in federal regulations. These foods have been chosen because they are high in nutrients that meet the WIC program’s specific nutrient requirements. They include cereals, fruit juices, milk, eggs, cheese, dried beans or peas, peanut butter, tuna, carrots, infant formulas and infant cereals. Each state develops a list of the specific types of foods and/or brands approved for its WIC program. Additional factors the states may consider when designating approved foods include: regional preferences, availability throughout the state, package sizes and competitive pricing.
WIC APPROVED FOOD LIST
Infant Cereal Gerber Dry only, no added fruit or single serving size, 8oz. boxes (unless otherwise specified) Barley, Rice, Oatmeal or Mixed. Infant Formula Formula with iron (unless specified otherwise) Must be the exact item printed on Food Instrument. Milk (Least expensive Brand) Pasteurized
o Fluid Whole-Vitamin D Fortified o Fluid Low fat and Nonfat Skim-Vitamins A and D Fortified ONLY IF SPECIFIED ON FOOD INSTRUMENT o Fluid Lactose Free/Reduced or Acidophilus o Fluid Shelf Stable (UHT) o Dry Vitamins A and D Fortified o Evaporated Vitamin D Fortified o Fresh or Evaporated Goat’s Milk NO FLAVORED MILK, NO BUTTERMILK, NO “ORGANIC” MILK
Cereal From the following list only: (Box size of 12 oz or larger maximum 36oz)
o o o o o o o o o o o General Mills Cheerios (Regular and Multi Grain) General Mills Chex (Multi Bran, Wheat, Corn or Rice) General Mills Kix ( Regular Flavor) Kellogg’s Corn Flakes Kellogg’s Frosted Mini-Wheat’s (regular or Bite Size) Nabisco Cream of Wheat (Any cooking time except instant) Post Banana Nut Crunch Post Grape Nuts (regular Only) Post Honey Bunches of Oats (Honey Roasted or Almonds) Quaker Oats Life (Regular Flavor) Quaker oats Oatmeal 9Instant-Mix’n’Eat, Regular Flavor Only)
Juices 64 oz Plastic Bottle or Carton Only: Unsweetened 100% Juice Only Plastic Bottle or Carton-Single Strength-64 oz Size Only
o o o o o Seneca Apple (Red Label Only) Tree Top Apple (Green Label) Welch’s 100% Grape (White or Purple) and White Grape Cranberry, Raspberry, Peach, and Pear, Yellow Lid Only Orange or Pineapple LEAST EXPENSIVE BRAND AVAILABLE; (Must contain at least 120% of Daily Value (DV) for Vitamin C per 8oz. serving) NO BEVERAGE, DRINK, COCKTAIL PUNCH, NECTAR OR ADE
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Concentrate (Frozen or “Pourable”): Unsweetened 100% Juice Only
o o o o o o o Seneca Apple: Red Label Only Tree Top Apple (Green Label) Welch’s 100% Grape Juice; White or Purple Welch’s White Grape Cranberry or Raspberry Welch’s White Grape Peach or Pear (Yellow Lid Only) Welch’s 100% Juice Pourable Concentrate: Any Variety Orange or Pineapple LEAST EXPENSIVE BRAND AVAILABLE; (Must contain at least 120% of Daily Value (DV) for Vitamin C per 8oz. serving)
Peanut Butter 16-18 OZ. Size
o Creamy or Chunky o Any Brand No Added Jelly, Jam, or Honey, NO Reduced Fat or Peanut “Spread”, No Organic.
Dry Beans, Peas and Lentils
o o Any Brand No Bulk, No Import, No Seasoned Mixes, Soup Mixes, or Organic
Tuna Fish Any Brand; CHUNK or CHUNK LIGHT
o o o Packed in Water 5 oz. Cans or Larger No Fancy; Albacore, No Solid; No Low Sodium or “Diet”
Fresh Carrots Any Brand; Bagged Whole or Baby, Fresh only (unless SPECIFIED “Canned” or “Frozen” on Food Instrument) No Organic Cheese Package Size of 16oz Only
o Block, Sliced or Mixed; Regular, Low Fat, Reduced Fat or Fat Free o No Shredded FROM THE FOLLOWING LIST: (or any combination of the following) o Cheddar o Colby o Longhorn Style o Jack o Mozzarella (Reg or String) o Processed American No Import, Deli Cut-to-order, Individually Wrapped Slices, Shredded or Organic. No Cheese Food, Product, Spread or Flavored Cheese.
Vendors must ensure that a current food list is maintained at each register. The Nevada State WIC Program will provide a supply of the food lists at the beginning of each contract period. An additional supply may be requested from the State of Nevada WIC Program.
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Infant Formulas and WIC---------------------------------------------------------------The Nevada State WIC Program has a competitive bid contract with Ross Laboratories which makes Similac Advance, Isomil Advance, Similac Sensitive, and Similac Sensitive RS, the primary formulas for infants on the WIC Program. Substitution of other formulas is prohibited unless the WIC Food Instrument clearly specifies another brand. Under this agreement, Ross Laboratories pays the Nevada State WIC Program a rebate for every can of their formula purchased. The additional funds derived by this contract, and a similar sole-source contract for infant cereal, allow for the addition of thousands of extra participants in the WIC Program and over $250,000 additional to be paid out to authorized WIC vendors each month. For purposes of billing the formula company, the Nevada State WIC Program utilizes WIC Food Instruments with the actual brand name printed on each Food Instrument. These are called “brand specific” Food Instruments. Allowing the purchase of a non-contract formula with a brand specific Food Instrument is in violation of the contract and your vendor agreement with the State WIC Program. Since payment is made based on the brand specific WIC Food Instruments, both the Nevada State WIC Program and/or the contract formula company may conduct random, “compliance buys” to verify that only the proper formula is allowed to be purchased with the WIC Food Instrument. It is the policy of the Nevada State WIC Program to remove a vendor from participation in the WIC Program rather than let their actions (i.e., selling the wrong brand of formula) jeopardize the formula rebate contract.
In addition, the following restrictions on formula purchases apply:
A customer may not purchase formula with a brand specific WIC Food Instrument and later exchange it for another formula. A customer may not purchase another type of formula if the brand printed on the WIC Food Instrument is out of stock. WIC Food Instruments may not be used to purchase low-iron formulas unless the Food Instrument specifically states low-iron. The WIC Program purchases one third of all infant formula in the State. Any attempts at requesting cash refunds on infant formula should be reported to the State WIC office if you suspect that it was purchased with a WIC Food Instrument. Remember, under no circumstances may a customer purchase a different formula than the WIC Food Instrument specifies. NOTE: The rebate contract goes “out for bid” every few years, and the contract brand may change from time to time. At the time the bids are awarded, all WIC vendors will be notified. As the contract formula represents over 98% of WIC formula purchases, a change in the company awarded the contract will make quite a difference in the movement of your infant formula stock.
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Section 3
Grocery Checker
What Grocery Checkers Should Know
The WIC Contract Compliance with the WIC Contract Importance of Good Customer service Customer Confidentiality Civil Rights Complaints
Checking Out A WIC Customer
WIC Customer Responsibilities The WIC Food Instrument The Paper Food Instrument Handling Instructions & Authorized WIC Foods Alteration of A WIC Food Instrument Important Food Instrument Cashing Reminders for Cashiers
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Grocery Checker Section
What
grocery checkers should know-------------------------------------
The WIC contract:
The owner of your store has a contract with the State of Nevada WIC Program to provide food for WIC Nutrition Program participants. The contract explains the legal responsibilities of the store owner; Food Instrument cashing procedures, minimum stocking requirements, approved foods, and the consequences for failing to follow the terms of the agreement. It is important for all employees to know that following the WIC requirements will allow the store to be paid for the WIC Food Instruments they accept. In addition, failing to follow the requirements will, at the very least, cost your employer money in the form of Food instruments not paid, and at the worst, will cost your employer a disqualification from the WIC Nutrition Program, and potentially from the Food Stamp Program as well.
Compliance with the WIC contract:
Retailer compliance relies on the checkers. The checkers are faced with correcting improper choices made by WIC customers and helping the customers have a good WIC shopping experience. When the WIC shopping experience does not go well, retailers, clinic staff or customers report complaints to the WIC office. Retailer complaints are potential indicators of noncompliance and are one reason a retailer may be selected for monitoring or an investigation.
Importance of good customer service:
When WIC receives a complaint of a discourteous checker, it is usually because of a miscommunication at the check stand. Sometimes it is the result of the tone of voice or body language used or perceived during the transaction, or a disagreement about a food item. It may also be the result of an inappropriate comment made during the transaction. Good customer service practices and use of retailer reference material should minimize this issue.
Customer confidentially:
Any information a checker learns about a customer or client during a WIC transaction must be kept confidential. For example, it would be a breach of confidentiality to say to a friend, “Did you know __________is on WIC?” In addition, stores must not post names or other customer information in any area where every customer could see. Also, if calling for manager assistance with a WIC transaction over the store intercom, don’t identify “WIC” over the intercom.
Civil Rights complaints:
The state WIC office is mandated to refer discrimination complaints based on race, color, national origin, sex, age, or disability directly to the Office of Civil Right, United States Department of Agriculture.
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Checking Out A WIC Customer
WIC Customer Responsibilities:
WIC Customers are responsible for using WIC Food Instruments correctly. They are provided training on how to shop with WIC Food Instruments by their clinics. WIC customers are also provided with a WIC Approved Food List. If a WIC customer tries to purchase non-WIC items or is abusive, please inform the local WIC agency. You may also use the complaint form provided by the State of Nevada WIC Program. Follow –up action will be taken by the WIC Program with WIC customers who are abusive.
The WIC Food Instrument
The Nevada State WIC Program utilizes three types of WIC Food Instruments: computer-generated manually-produced (handwritten) EBT Cards WIC Food Instruments must be redeemed per the contract terms. When a WIC Food Instrument is redeemed properly, the vendor will be reimbursed for the amount of the merchandise purchased by depositing the Food Instrument in their bank account. The vendor is responsible for any mistakes that cashiers make with WIC Food Instruments, so be sure that cashiers are well trained on all WIC Food Instrument redemption procedures. The computer Food Instrument is blue in color and printed with dot matrix printers. (See Exhibit A)
Exhibit A:
The Manual Food Instrument is also blue in color. Staff hand writes the participant information and food quantities. All manual Food Instruments are also stamped with the clinic name and phone number from where it was issued. (See Exhibit B)
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Exhibit B:
Although most WIC Food Instruments are computer generated, Manual Food Instruments are available at all clinics and are used on occasion. 1. Check the dates printed on the Food Instrument(s). Do not accept a Food Instrument before the first date or after the last date printed on the Food Instrument(s). 2. Compare the amounts and types of foods selected by the customer with the items printed on the Food Instrument. Refer to the WIC Food Instrument Handling Instructions & Authorized WIC Foods card to verify that the foods selected are the specific food types and brands authorized on the Food List. The customer is not required to buy all of the foods listed on the Food Instrument. The buyer cannot buy more than the amounts listed on the Food Instrument; however, they may use the store’s “buy one, get one free” offers like other customers. In the case of a “buy one, get one free” offer, the item being bought with the WIC Food Instrument must be a WIC-approved food and the “free” item must be on the Food List as well. 3. Ring up the items, separating by Food Instrument if there is more than one Food Instrument. Check the foods presented against the approved foods list prior to ringing up any of the items. If there are any unapproved items, send the customer back to get the approved foods. 4. Deduct for any coupons and do not charge sales tax. Write the total amount of sale on each Food Instrument in the appropriate box. 5. Date cashed must be written on the Food Instrument by the Cashier at the time of purchase. Computer generated Food Instruments (Exhibit A above) have a “Date Cashed” line; enter the current date on this line. Manual Food Instruments (Exhibit B above) currently do not have this line available. The cashier is still required to write the date cashed on the front of the manual food instrument. 6. Enter the EXACT cost of the WIC purchase in the “PAY THIS AMOUNT” box of the Food Instrument. This amount must be the same as shown on the register. It is the responsibility of the WIC participant to verify this prior to signing the Food Instrument.
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7. Have the WIC customer sign the Food Instrument and verify that the total is correct. The participant must sign the Food Instrument only after the total has been written on the Food Instrument. Food Instruments that have been signed before the transaction will not be accepted. 8. The signature MUST match the Nevada WIC ID Folder. If they do not match, do not accept the Food Instrument. Vendors will not receive payment for unsigned or unstamped Food Instruments. 9. If you make an error when you write the amount on the Food Instrument, draw a single line through the incorrect amount and write the correct amount next to it. Both the cashier and the customer must initial the change. 10. The bookkeeper must stamp the store’s Vendor Number in the box labeled “NEVADA WIC VENDOR STAMP” above the “pay this amount” box on the front of the Food Instrument. DO NOT write in the Vendor Stamp box. No marks or other stamps are allowed in this box. 11. Write “WIC” across the cash register receipt before giving it to the customer.
The Paper Food Instrument Handling Instructions & Authorized WIC Foods
The WIC Contract that was signed by the store owner states “VENDOR shall distribute cards for availability at each checkout stand for use by cashiers. Always be sure that you have a current Paper Food Instrument Handling Instructions & Authorized WIC Foods card available at your check stand. The steps for redeeming WIC Food Instruments are listed on the “PAPER FOOD INSTRUMENT HANDLING INSTRUCTIONS AND AUTHORIZED WIC FOODS” The reverse side of this card has detailed instructions and pictures for completing a WIC Food Instrument. This card is updated as changes are made to the program and/or foods list; it is important that you have the current card. Contact the Nevada State WIC Program at 775-684-5942 for additional cards.
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Alteration of A WIC Food Instrument--------------------------------------------------Occasionally a WIC clinic might find it necessary to make a change on a Manual WIC Food Instrument after the Food Instrument has been written on, usually a change is made on the quantity of a food item. In this case, the WIC clinic will make the change, stamp the Food Instrument with an “ALTERATION APPROVED FOR PAYMENT BY WIC OFFICE” stamp, and circle the stamp and the change. If changes are made on a WIC Food Instrument without the use of this stamp, do not accept the Food Instrument, and have the customer return to the clinic. If a Food Instrument is presented with an obvious attempt at altering the WIC Food Instrument, report the incident to the clinic along with the participant information on the Food Instrument.
Important Food Instrument Cashing Reminders for Cashiers------------------- WIC purchases are tax exempt. DO NOT give change, cash or refunds. Rain checks cannot be given for WIC foods. DO NOT accept Food Instruments that appear to be altered. Allow only authorized WIC foods. Accept coupons if presented. If the Food Instrument is brand specific, Only allow the brand printed on the Food Instrument. Always refer to your Paper Food Instrument Handling Instructions & Authorized WIC Foods Card. Allow Least Expensive Brand AVAILABLE when least expensive brand is specified. If you make a mistake draw one line through the incorrect amount written in the box, DO NOT use white out or make any erasures. Always compare signature with the signature in the Nevada WIC ID Folder. DO NOT write or Mark in the “NEVADA WIC VENDOR STAMP” box on the Food Instrument.
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Section 4
Bookkeepers Section
Bookkeeping Information
Before Depositing Paper WIC Food Instruments
The WIC Retailer Stamp ID Banking
Payment to Vendor for Food Instruments Alteration of a WIC Food Instrument Bill Backs Common Errors in Processing Nevada WIC Paper Food Instruments
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Bookkeepers Section
Bookkeeping Information--------------------------------------------------------------Before Depositing Paper WIC Food Instruments:
Be sure the Food Instruments have current dates. Any Food Instruments accepted outside the valid dates will be billed back to the vendor. Be sure the purchase amount is written in the “PAY THIS AMOUNT “box. If an error has been made with the total, then the cashier should have crossed through the amount once and entered the corrected amount. The cashier and participant both must have initialed to make it a valid change. Be sure the WIC Participant has signed the Food Instrument. Any Food Instruments which do not have the Participant signature within the signature box will be rejected by the bank and may not be resubmitted. Be sure there are no alterations on the Food Instrument. All Food Instruments received by Vendor must be deposited for payment to the Central Bank Account within sixty (60) days of the “First Date to Use” printed on the Food Instrument. The Vendor Number MUST BE CLEARLY STAMPED in the box with the Nevada WIC stamp. No other marks or stamps are allowed. Make sure the number stamped on the Food Instrument is clear and can be read by the bank. If you fail to stamp the Food Instrument, the bank will reject and send back to you to re-stamp. If a vendor fails to stamp the F.I. for the second time, the F.I. will not be processed.
If there are reoccurring errors, ask your store manager to follow up with the checkers. You cannot seek restitution directly or indirectly from a WIC customer for payments denied or reclaimed by the WIC program or the bank, nor can you seek restitution through a collection agency.
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The WIC Retailer Stamp ID------------------------------------------------------------- The State of Nevada WIC program will provide each retailer with a State Agency identification number and a stamp with their State Agency identification number. Vendors were advised they must stamp each WIC Food Instrument in the box indicated before depositing the Food Instrument. The bank WILL NOT pay Food Instruments without the Vendor Stamp. If you failed to stamp the Food Instrument and the bank returned it to you unpaid, you may stamp the Food Instrument and redeposit it. Vendors have 60 days from the “First Day to Use” to deposit WIC Food Instruments. A Food Instrument returned back to the bank twice without the vendor stamp will be stamped DO NOT redeposit. The first State Agency identification number stamp is provided at no charge to each Vendor. Vendors may be billed for any additional stamps requested. Delivery time for additional stamps is approximately 1-2 weeks
Banking--------------------------------------------------------------------------------------------Payment to Vendor for Food Instruments:
Nevada State WIC shall, through a central bank account maintained for this purpose (“Central Bank Account”) reimburse Vendor for the amounts charged for WIC Foods purchased with Food Instruments subject to the following: All Food instruments received by Vendor must be deposited for payment to the Central Bank Account within sixty (60) days of the “First Date to Use” printed on the Food Instrument. Vendor must stamp each Food Instrument with their State Agency identification stamp provided. Vendor is responsible for notifying Nevada State WIC of any changes to their banking relationships. If authorized to accept ELECTRONIC BENEFITS TRANSFER (EBT) Vendor agrees to transmit one (1) “End of Day” settlement transaction for each outlet during each host settlement cycle for each day outlet is open for business. Nevada State WIC will reimburse for the amount of the paper Food Instrument properly received and submitted for payment within sixty (60) days of receipt of Food Instrument in the Central Bank Account. Vendor is responsible for all actions of Vendor’s owners, officers, managers, agents and employees.
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Alteration of A WIC Food Instrument--------------------------------------------------Occasionally a WIC clinic might find it necessary to make a change on a Manual WIC Food Instrument after the Food Instrument has been printed or written, usually a change is made on the quantity of a food item. In this case, the WIC clinic will make the change, stamp the Food Instrument with an “ALTERATION APPROVED FOR PAYMENT BY WIC OFFICE” stamp, and circle the stamp and the change. If changes are made on a WIC Food Instrument without the use of this stamp, do not accept the Food Instrument, but have the customer return to the clinic. If a Food Instrument is presented with an obvious attempt at altering the WIC Food Instrument, report the incident to the clinic along with the participant information on the Food Instrument.
Bill Backs---------------------------------------------------------------------------------------What are “Bill Backs”???
The Nevada State WIC Program has a direct payment system through the bank so the vendor will be paid immediately. Many states use a “pre-audit” system, whereby invalid WIC Food Instruments and Food Instruments with overcharges are audited and rejected before they’re paid. With Nevada’s system, although the vendor is paid much faster, it is necessary to audit the Food Instruments after they’ve been paid. This audit often results in “bill backs” (a charge to the vendor for mistakes made) for WIC Food Instruments having overcharges and/or errors in processing. There are two ways a vendor may receive a “bill back” from the Nevada State WIC Program. First, the program will charge vendors for overcharges on WIC Food Instruments (e.g., a Food Instrument for 4 quarts of milk is deposited for $12 – the difference between the value of the milk and $12 would be calculated as the overcharge). This may be due to your prices being higher than the not-to-exceed amount for vendors in your geographic area (Peer Grouping). Every WIC Food Instrument is assigned a value at the time the Food Instrument is printed, although no value is printed on the Food Instrument. On a regular schedule, a WIC employee will collect price information from vendors throughout the State. At the time the Food Instrument is printed, the quantities issued are multiplied against prices on file and the computer will establish a maximum value. If a vendor receives a “bill back” for overcharges he feels are correct prices, he may contact the State WIC Office. With proper validation of prices, the bill may then be reduced. The second form of “bill back” a vendor may receive from the Nevada State WIC Program is for errors in processing WIC Food Instruments. An error in processing a WIC Food Instrument would include any Food Instrument that does not meet the requirements listed on the “FOOD INSTRUMENT HANDLING INSTRUCTIONS AND AUTHORIZED WIC FOODS” card (Valid dates, date cashed, vendor stamp, participant signature). The majority of invalid Food Instruments are WIC Food Instruments accepted with invalid dates (prior to the first day to use or after the last day to use). WIC Food Instruments, like manufacturer coupons, are valueless when they are expired or used before the proper date. A vendor would not accept a post dated check from a regular customer, and the WIC Food Instrument is no exception. A “bill back” received by a vendor for invalid Food Instruments are covered under this vendor agreement and the penalty will not be reduced. Excessive amounts of “bill backs” will flag the store as having problems, and the owner or manager should contact the State WIC Office for cashier training. All “bill backs” are sent by certified mail to the vendor, or, in the case of chain stores, to the office responsible for payment of bills. A vendor has 30 days to make payment, before a warning letter is sent. If payment is not made by the 60th day, the vendor will be suspended from participation in the program for 3 months or until
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the bill is paid, whichever is later. A suspension may also result in loss of the vendor’s food stamp license for that period.
Common Errors in Processing Nevada WIC Paper Food Instruments--------- Accepting Paper Food Instruments outside the valid date range Each Food Instrument shows a First Day to Use and Last Day to Use. IF Food Instruments are accepted before the First Day to Use or after the Last Day to Use, the full price of the Food Instrument is charged back to the vendor. Food Instruments must be used within their valid date range WITHOUT EXCEPTION. Submitting the Paper Food Instruments to the bank without a Vendor Stamp Number Each Paper Food Instrument must be stamped (never written) with the Nevada State WIC Vendor Number. This Vendor Number must be stamped within the box indicated on the Food Instrument. Stamping the Vendor Number outside the Vendor Stamp Box makes the Food Instrument invalid. Food Instruments submitted to the bank without a Vendor Stamp will be returned by the bank for the vendor to stamp and resubmit, or the full price of the Food Instrument will be charged back to the vendor.
Changing the Amount of the Food Instrument without Cashier and Participant initials Sometimes a change needs to be made in the total amount of the Food Instrument after that amount has already been written in the Pay This Amount box. It is fine to cross out the old amount and write in the new amount. However, if any change is made in the amount of the Food Instrument, BOTH the cashier AND the participant must initial the change. Food Instruments which do not have both initials on any change in the amount of the Food Instrument will be charged back to the vendor for the full amount of the Food Instrument. If there is no total written in the Pay This Amount box, the Food Instrument is invalid and will be charged back to the vendor for the full amount.
Submitting the Paper Food Instruments to the bank without a Participant Signature If the cashier forgets to have a participant sign their Food Instrument and that Food Instrument is submitted to the bank, it will be returned to the vendor and may not be resubmitted to the bank for payment, or the vendor will be charged back the full amount of the Food Instrument. If the participant does not sign within the signature box, the Food Instrument is invalid.
Writing within the Nevada WIC Vendor Stamp Box The vendor stamp box is reserved exclusively for the stamped Vendor Number. If there is anything written (during vendor acceptance or processing) within the Nevada WIC Vendor Stamp Box, the full amount of the Food Instrument will be charged back to the vendor.
Invalid Vendor Stamp Number If the number which is stamped within the Vendor Stamp Box is not the authorized Nevada WIC Vendor Number (i.e. ITCN or other), the vendor will be charged back the full amount of the Food Instrument.
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Section 5
Owner/Manager Section
Vendor Responsibilities and Rights WIC Vendor Criteria Becoming a WIC Vendor Vendor Price Monitoring Compliance Monitoring and Sanctions Appeals Vendor Training Reauthorization and Vendor Agreement Terminations
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Owner/Manager Section
Vendor Responsibilities and Rights----------------------------------------------A WIC vendor has certain rights and responsibilities related to participation in the WIC Program. In addition to having the responsibility of following the requirements of the vendor agreement and procedures of the WIC Program, the vendor has rights, including the right to: 1. Technical assistance and training. 2. Voluntarily terminate participation in the WIC Program. 3. Appeal “bill backs” on overcharges by submitting justification for payment for State Agency review, but no formal administrative or judicial review hearing rights for “bill backs”/claims. 4. Receive advance written notice of any adverse action being taken by the WIC Program, except for permanent disqualification for a conviction or trafficking or illegal sales. The WIC vendor’s primary responsibility is to follow the terms of the vendor agreement, and utilize the
Since all the rights and responsibilities listed in the vendor agreement are not listed in this handbook, it is advisable as an owner or manager to be aware of the terms of the vendor agreement. The Nevada State WIC Program returns copies to all parties responsible for the signing of contracts, the chain stores should make the terms of the agreement known to all of their outlets.
procedures listed in the Vendor Handbook.
Vendors who have signed an agreement with the Nevada State WIC Program will be added to the lists of available WIC vendors at all local WIC clinics. WIC Participants may go to any authorized WIC store for shopping. After a WIC customer has redeemed a WIC Food Instrument, it is deposited to the vendor’s bank account.
IMPORTANT NOTICEThe Nevada WIC Program sends out important information that can assist you in maintaining compliance with your Nevada WIC Program Vendor Contract. Therefore, it is essential that you accept/pick up all mail sent to you from the
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Department. Examples of some items that may be sent to you via mail are contract related items, training newsletters, sanction information, and training information.
WIC Vendor Criteria----------------------------------------------------------------The criteria for the selection of WIC Vendors are referenced below. An Applicant must meet ALL of the evaluation criteria. Failure to meet any of the criteria provides cause to deny the application.
Accuracy and Completeness of Information Provided on the Application All information in the application and Price Sheet must be accurate and complete. Vendor applications must be signed in ink and originals sent to the State WIC office. Full Line of Grocery Items is Stocked Applicant vendors (except pharmacies) must provide a full line of grocery items, including meat, dairy, produce, (fresh, frozen and/or canned) and dry goods. (Smaller “convenience type” stores, with limited variety and inventory, may be authorized only if they meet all other criteria and the state agency determines authorization is necessary to ensure participant access). Minimum Stock of WIC Foods Vendors (except pharmacies) must keep in stock at all times the required quantity and variety of WIC foods as specified in the WIC Vendor Manual. (Pharmacies that only provide special formula and medical foods are required to maintain the minimum required stock of infant formula). Infant Formula Procured from List of Authorized Suppliers Vendor must certify that it purchases infant formula only from sources on the List of Authorized Suppliers of Infant Formula provided by State WIC Agency. Competitive Prices and Price Limitations Prices must be competitive with, and within the price limitations for, similarly situated vendors (in terms of type and size of store and geographic location). Percentage of Food Sales from WIC WIC sales cannot make up more than 50% of vendor’s total annual food sales. Vendor applicant will not be approved if it is expected that food sales from WIC will compromise more than 50% of total food sales. Currently authorized vendors’ volume of WIC redemptions will be monitored to determine if they exceed 50% of total annual food sales. Restriction of Provision of Incentive Item Incentive items cannot be provided by vendors (authorized to ensure participant access or grandfathered in) that have more than 50% of total annual food sales from WIC. Accessibility to Participants and WIC staff The applicant must be located in an area where a minimum of 10 WIC participants routinely shop and must be open a least 8 hours per day, 6 days per week. Vendor must be in a location that WIC staff will be able to visit as required by federal regulations to conduct training and monitoring visits. Business Integrity Vendors may not be authorized if the current owners, officers, or managers have been convicted of or have had a civil judgment during the last 6 years for the following: fraud, antitrust violations, embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, receiving stolen property, making false claims, or obstruction of justice. Compliance with Food Stamp Program If vendor has been authorized to participate in the USDA Food Stamp Program, vendor must be in good standing and cannot be, or have been in the preceding two years, disqualified or suspended from the Food Stamp Program, or been assessed a Food Stamp Program civil money penalty for hardship if the disqualification period that would otherwise have been imposed has not expired.
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Satisfactory Pre-Agreement On-site Inspection Report The on-site inspection report certifies that the applicant meets WIC vendor criteria and documents that initial vendor training has been performed.
Becoming a WIC Vendor----------------------------------------------------------------If you are interested in becoming a WIC vendor, contact the Nevada State WIC office for an application. Once the application has been completed and sent back, someone from the WIC office will schedule to come out to inspect the store and check the stocking requirements and collect price information. Federal regulations require a documented on-site visit prior to or at the time of initial authorization of a new vendor. Once the application has been completed, it is forwarded to the State WIC Office for final approval. A WIC vendor must meet the criteria listed in Table 2 of the Appendix. In addition, Federal regulations require training prior to authorizing the vendor to accept WIC Food Instruments. Once it has been determined that the store meets all the qualifying criteria, the State WIC Office will approve the vendor and schedule training. Once the training has been completed, the vendor is sent two copies of the vendor agreement for signatures. The vendor will be added to the authorized vendor list once both copies have been signed and returned. WIC participants may select any vendor who is WIC approved, and the vendor will receive their NEVADA WIC VENDOR STAMP NUMBER.
Vendor Price Monitoring----------------------------------------------------------------In order to establish values as WIC Food Instruments are printed, it is necessary for regularly scheduled price checks to be collected by WIC employees. On a schedule approved by the State WIC Office, vendors collect maximum price values on all WIC approved foods. Once completed, these price forms are forwarded to the State WIC Office where the prices are compared against the average for the area, and used to update computer files for the valuation of WIC Food Instruments. In billing for overcharges, every attempt is made to use price checks less than 90 days old. In urban areas where the majority of WIC vendors are chain stores, a price check from any outlet of that chain may be used for billing overcharges to any of that chain’s outlets. In rural areas, price checks are scheduled closer together to keep price information updated. Each year, prior to renewing vendor agreements, prices from all vendors are examined to confirm that the vendor is still competitive within the area. The price criterion established by The Nevada State WIC Program for participation as a WIC vendor states: To be approved as an authorized Vendor, food prices must be competitive (may not be more than 5% higher than the average within the areas covered by the WIC Clinic). State of Nevada WIC Program Page 26
If it is found the vendor’s prices are not within the 5% requirement, the vendor is notified and given an opportunity to bring their prices in line with the other WIC vendors in the area. If the vendor remains uncompetitive, the agreement will not be renewed for another year.
Compliance Monitoring and Sanction-----------------------------------------Much of WIC’s success is directly attributed to participant and vendor compliance. Program integrity is further maintained by WIC staff that monitors the use of WIC benefits. When necessary, sanctions for those who violate the program policies are applied. The performance of every vendor is monitored carefully through computer reports on WIC Food Instrument transactions. Compliance investigators also shop with WIC Food Instruments to determine whether a store is complying with WIC Program requirements. Violations occur when the rules that govern the program are not followed. Failure to comply can result in the disqualification of a vendor from participation in the WIC Program. Disqualification of a vendor from the WIC Program can also result in that firm’s loss of their Food Stamp Program license and vice-versa. There are sanctions and penalties for not following program rules. When WIC Program abuses are detected in a store, the State WIC Agency is responsible for imposing penalties based on the severity of the abuse. The vendors’ sanctions established for the Nevada State WIC Program are listed in Table 3 of the Appendix. In addition, the imposition of sanctions or disqualification of a vendor by the State Agency shall not be construed as excluding or replacing any other criminal or civil sanctions, penalties or remedies applicable under any Federal or State statutes or local ordinances.
Appeals --------------------------------------------------------------------------------------------The vendor shall have the right to appeal any suspension or disqualification, except for reciprocal disqualifications as a result of a Food Stamp Program disqualification, imposed by the State WIC Program by submitting a written request for a hearing on the matter within fifteen (15) days of receipt by vendor of the written notice by the State WIC Program to:
Dave Crockett WIC Manager
DEPARTMENT OF HEALTH & HUMAN SERVICES
HEALTH DIVISION
WIC PROGRAM 3427 Goni Road, Suite 108 Carson City, NV 89706
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Vendor Training------------------------------------------------------------------------------Federal regulations require that the State agency provide mandatory initial Vendor training to all applicants. An “applicant” is a new or current Vendor who is applying for the new Vendor contract cycle. Vendors who have a large employee turnover and/or have a large volume of Nevada State WIC Program business are encouraged to have as many employees as possible attend the initial training. Training is designed so that WIC authorized Vendors and their employees have minimal program violations and to improve service through communication. Training can also reduce Food Instrument redemption errors made by cashiers and bookkeepers and improve the integrity of the WIC program so that participants receive only those foods intended to meet their nutritional needs. Mandatory initial training is established by the Nevada State WIC Program. The Nevada State WIC Program requires all authorized WIC vendors to allow training at or before initial authorization and annually or more frequently than once every three years. The Nevada State WIC Program conducts training on an annual basis; however, training materials are available and will be sent to all vendors. Also, in the near future the Nevada State WIC Program will bring more information to our Vendors via the website. Vendors who deposit WIC Food Instruments with a larger than average number of errors, will be required to have additional training to reduce the amount of errors. Vendors who have a large employee turn-over and/or have a large amount of WIC business will be encouraged to have additional training. Upon determining that a vendor has a higher than average error ratio and is in need of training, the training representative for that vendor will be notified by mail. A cover sheet and a copy of the errors and instructions on how the errors occurred will be enclosed. Vendors Education Coordinators’ will hold training classes for all their cashiers and bookkeepers. If the required training is not addressed and the higher than average ratio of errors continues, the vendor may be removed from the program until, further training is scheduled with one of our Nevada State WIC Program Vendor Training Staff. Vendor training has proven to be one of the most important vendor activities in the WIC Program at both the State and Federal level. Cashier training improves the integrity of the Program, since allowing unauthorized foods with WIC Food Instruments subverts the primary objective of the WIC Program, which is to meet the nutritional needs of our participants. Training also benefits you, the vendor. Since state-sponsored training began, rates at which vendors are billed back for overcharges and for accepting invalid WIC Food Instruments have been cut in half.
For additional information regarding training, please contact:
Janice Hadlock-Burnett Vendor Coordinator Nevada State WIC 3427 Goni Road, Suite 108 Carson City, NV 89706 (775) 684-4269 (775) 684-4246 jburnett@health.nv.gov
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Reauthorization and Vendor Agreement--------------------------------------The term of the “AUTHORIZED VENDOR AGREEMENT” is for three (3) Federal fiscal year or portion thereof ending on September 30th. The agreement may be renewed for subsequent three (3) year periods, with neither the vendor nor the State having any obligation to renew. The expiration of the agreement is not subject to appeal. The “AUTHORIZED VENDOR AGREEMENT” detailing the rights and obligations of the Vendor and the State of Nevada Health Division shall be signed by a representative of the vendor who has legal authority to obligate the vendor and by the Health Division Administrator or appointee. Each year prior to the expiration of the current agreement, the Nevada State WIC Program will review the criteria for authorized vendors (shown in Table 2 of the Appendix) for each vendor being considered for agreement renewal. Only vendors meeting those criteria will be considered for renewal. Since the “AUTHORIZED VENDOR AGREEMENT” changes frequently based on Program changes, a copy is not included in this handbook. Refer to copy currently on file for your store. As suggested previously, chain store outlets should request a copy of the current agreement from their main office where the contract is on file.
Terminations-----------------------------------------------------------------------------------Either party may delete individual outlets listed on Exhibit “A” Authorized Vendor Stores on the Authorized WIC Vendor Agreement due to closure of outlet or other causes by providing thirty (30) days written notice of such termination. Additional or Replacement Outlet Authorization: Vendor may apply for authority to open a new or replacement outlet by completing and submitting a WIC Vendor Application for each new or replacement outlet at least Ninety (90) days prior to anticipated acceptance of WIC Food Instruments. Vendor shall not assign any of its rights, duties or obligations under the Authorized WIC Vendor Agreement. Vendor shall notify State Agency thirty (30) days in advance in writing when the Vendor or any authorized outlet of the Vendor ceases operations, changes ownership, or changes locations. In the event of an ownership change, cessation of operations, or change of location, the outlets involved in the change shall be terminated from the Authorized WIC Vendor Agreement.
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Section 6
Good Customer Service
The Customer Defines Good Customer Service The Importance of Good Customer Service Complaints Help Develop Good Customer Service The “3/11 Rule “ First Impressions Knowledge The Customer
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Good Customer Service
The customer defines good customer service ---------------------------- Good customer service means two things. Customers get what they need within
a reasonable period of time and are treated with respect and dignity.
No matter how good you believe your service is, if customers don’t feel as
though they are being treated well, you are not providing quality service.
The importance of good customer service---------------------------------- You have an impact on the satisfaction of each customer you serve. Dissatisfied customers take their business elsewhere. Based on the way you treat customers, they decided whether or not to continue
shopping at your store.
Complaints help develop good customer service------------------------ When needs are not met, the result is a dissatisfied customer. Most customers become unhappy because of a single small incident.
Most dissatisfied customers don’t take the time to complain. These “nice customers” never come back and never let you know how they feel. Complaining customers give you the opportunity to make things right.
The “3/11 Rule”------------------------------------------------------------------------------ The 3/11 rule suggests if customers are satisfied they will tell three people. If
they are dissatisfied, they will tell 11 people.
Research suggests most people who have a negative experience don’t keep the
negative experience to themselves.
If you can reverse a negative experience, it will work to your advantage. Each single complaint could be a sign of a much larger problem.
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First Impression----------------------------------------------------------------------------------- Customers begin developing their opinions about your store and the service you
provide with their first visit.
A bad first impression is very hard to overcome.
Knowledge---------------------------------------------------------------------------------------------- Customers don’t expect you to know everything. Customers expect you to be able to find the right answer.
The customer----------------------------------------------------------------------------------------- The customer’s mood will affect the transaction. If the customer is upset or negative, don’t take it personally. Step back, take a
deep breath, and tell yourself to be calm.
Focus on what you can do. Offer your help. If the situation continues to escalate, follow your store procedures for handling
difficult situations. The WIC clinic’s phone number is always listed on the Food Instrument if you need assistance.
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Section 7
Customer Compliance
Noncompliance & Complaints
Customer Noncompliance
WIC Food WIC Food Instrument Cashing Procedure Rude Customers
How Retailers Can Help Customers Comply With the Program Rules
Retail owners/managers Checkers
WIC Participant Abuse
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Customer Compliance
Noncompliance & Complaints
Customer Noncompliance--------------------------------------------------------------WIC food:
Customer attempts to purchase non-WIC foods. Customer attempts to purchase more food then allowed. Customer asks for a rain check when food not available. Customer attempts to purchase non-food items. Customer attempts to exchange WIC foods for non-WIC items. Customer attempts to exchange WIC foods for cash or credit.
WIC Food Instrument cashing procedure:
Customer attempts to use a Food Instrument after the Last Day to Use. Customer attempts to use a Food Instrument before the First Day to Use. Customer attempts to use a pre-signed Food Instrument. Customer attempts to use a Food Instrument on which the signatures do not match the signatures on the Nevada WIC ID folder. Customer changes or alters WIC Food Instruments. Customer asks for cash back.
Rude Customers:
Customer verbally abuses store personnel. Customer threatens store personnel. Customer physically abuses store personnel.
How retailers can help customers comply with the program rules--------------------------------------------------------------------------------------------------Retail owners/managers:
Read and sign the WIC retailer contract and make sure you understand the rules. Make sure employees are trained in WIC retailer rules and procedures. Make sure WIC references are available for checkers. Make sure WIC foods are available for customers.
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Make sure all WIC acceptable food items have been labeled with the shelf tags provided to you by Nevada State WIC.
Checkers:
Follow the WIC Food Instrument cashing procedure. Verify the food selected by the customer. Verify the food amounts listed on the food instrument. Use good customer service techniques with customers. Reference your Paper Food Instrument Handling Instructions & Authorized WIC Foods card at your register.
WIC Participant Abuse--------------------------------------------------------------------Although trained in the use of their WIC Food Instruments prior to leaving the WIC clinic, participants may sometimes forget the proper procedures they’ve learned. That’s why it’s up to you, the WIC vendor, to make sure WIC program rules and regulations are followed. Although WIC vendors must occasionally refuse unauthorized items selected by WIC participants, the vendor is not expected to take abuse from the participant. All WIC participants sign a PARTICIPANT RIGHTS AND OBLIGATIONS form detailing their responsibilities and the proper use of their WIC Food Instruments. In addition, warnings and/or suspensions from the program for abuse are used as incentives for participants to follow the proper procedures. Pre-addressed complaint post-cards are available for WIC vendors to use when a WIC participant attempts to violate WIC Program procedures. The postcard “COMPLAINT AGAINST WIC PARTICIPANT BY VENDOR” may be used to identify participants who are abusing the program and those in need of additional training on the proper use of WIC Food Instruments and the selection of approved WIC foods.
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Section 8
Important Points to Ponder
Changes and Substitutions Courtesy Coupons Completing the Food Instrument Altered Food Instrument Returns Charges for Invalid WIC Food Instruments and Overcharges Change of Name, Location, or Store Closure
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Important Points to Remember
WIC staff and vendors work together in making the program a success. WIC participants are instructed on which foods are WIC-approved and how to use Food Instruments. The following are points that may be helpful in preventing errors:
CHANGES AND SUBSTITUTIONS
WIC participants must buy only those food items listed on the WIC Food Instrument. If an item or brand other than that which is printed on their Food Instrument or your “FOOD INSTRUMENT HANDLING INSTRUCTIONS AND AUTHROIZED WIC FOODS” list is presented, refuse the item and send the customer back to get the right one.
COURTESY
Treat WIC customers the same as other customers. WIC participants may not be discriminated against because they’re on WIC. WIC customers may not be sent to a special checkout. If it is the store policy for supervisors to approve all WIC Food Instruments, this must be done without creating long waiting periods or appointing special time periods when WIC Food Instruments may be used. Once your store becomes a WIC vendor, a WIC customer must be able to shop there during any of the store’s regular hours. Remember that it is estimated that for each WIC dollar spent, WIC participants will spend an additional 3 to 4 dollars in cash or food stamps in your store.
COUPONS If coupons or other promotional specials are provided, these must be given to WIC participants also. We encourage WIC participants to utilize coupons, vendor club cards, sales and every available means to reduce food costs so additional participants may be served on the WIC Program.
COMPLETING THE FOOD INSTRUMENT
Fill out the Food Instrument completely, with the amount and date cashed before giving it to the participant to sign. You cannot leave the purchase price or the date on the Food Instrument blank and fill it in later from the register receipt.
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ALTERED FOOD INSTRUMENT
If the WIC clinic makes changes on a WIC Food Instrument, an “ALTERATION APPROVED FOR PAYMENT BY WIC OFFICE” the stamp must be used, and the stamp and change circled. If a Food Instrument is altered and this stamp is not used, do not accept the Food Instrument (report the matter to the local WIC clinic) and refer the WIC customer back to the clinic. In addition, any time it is suspected that the WIC Food Instrument was intentionally altered by the WIC customer, report the matter to the local WIC clinic.
RETURNS
WIC foods may not be returned for cash. It is important to remember to write “WIC” across each receipt as the transactions are completed. Then, if a customer does attempt to return WICpurchased items, they may be refused. In either case, if a return is allowed or refused, please report the incident to the local WIC clinic for action. If your store allows returns without the requirement of a sales slip and it is suspected that the items were purchased with a WIC Food Instrument, make copies of everything and send them to the State WIC Office. If it is determined that WIC items were returned, the WIC participant will be suspended from participation in the WIC Program.
CHARGES FOR INVALID WIC FOOD INSTRUMENTS AND OVERCHARGES
When the vendor accepts invalid Food Instruments or wrong food items, causing a “bill back” to the vendor, the WIC customer may NOT be contacted or charged for the store’s error.
CHANGE OF NAME, LOCATION, OR STORE CLOSURE
You must notify the State of Nevada WIC Program in writing if there is any change in store name, store location, or if the store closes.
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Section 9
Electronic Benefits Transfer (EBT)
Advantages of the EBT System Instructions Troubleshooting
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Electronic Benefits Transfer (EBT)
STATE OF NEVADA RETAIL TRAINING ELECTRONIC BENEFITS TRANSFER (EBT)
STATE OF NEVADA WIC/EBT HEALTH PASSPORT CARD
ADVANTAGES OF THE EBT SYSTEM:
The WIC EBT system reduces bookkeeping procedures in your stores, generates payment of WIC transactions within 24 hours, eliminates “bill backs”, and shortens time for WIC transactions at the check stand. Participants purchase only WIC authorized foods. Ensures that foods are not improperly substituted. Secures transactions. Single transaction for all items purchased. Timely Claims and Settlements. Usage is fast and easy. Participants make more trips to the store which equals to an increase in purchases. Reduces paper work by eliminating paper Food Instruments. All WIC food items must be separated from all other non WIC food items.
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The following instructions can also be found in your quick reference pamphlet titled – Retailer Fact Card State of Nevada WIC/EBT.
Sign On:
Terminal Display Cashier Response
Sign Off: 3 1 # (1-299) Enter Password & Enter or just Enter
Terminal Display Cashier Response
Please Sign On Not Available Cashier Sign On = 1 Off = 0 Enter Cashier # Enter Password Accepted Date & Time Insert Card
Date & Time Insert Card Cashier Sign ON = 1 Off = 0 Cashier #xxx Signed Off Please Sign on Not Available
3 0
Sign Over to Another Cashier:
Terminal Display Cashier Response
Date & Time Insert Card 3 Cashier Sign 1 On = 1 Off = 0 Cashier #xxx Signed Off Enter Cashier # # (1-299) Enter Enter Password Password and Enter or Just Enter Accepted Date & Time Insert Card State of Nevada WIC Program Page 41
WIC Purchase Multiple Number of One Item
Terminal Display Cashier Response
WIC Purchase
Terminal Display Cashier Response
Date & Time Insert Card Enter PIN Press Enter Please wait.... Scan or Key Item Enter to Total
Customer inserts card Customer complies
Scan or Key Item Enter to Total # Items? Press Enter xx Items Scan or Key Item Amount $ Press Enter
Alpha # Items Press Enter Scan UPC or key UPC # Enter Enter Price To cancel multiplier effect, press Enter again
Amount $xx.xx Press Enter Coupon Amt $xx.xx Enter YES or NO Updating Card Remove Card
Scan UPC with hand-held scanner or key UPC #; Enter Enter Price after scanning all items Press Enter Customer presses yes or no Customer removes
WIC Purchase Exceptions
SHORT BUY INVALID UPC EXCEEDS MAXIMUM PRICE PEANUT BUTTER
Short Buy
Short Buy means the card does not contain sufficient balance for the item. Check the EBT receipt to see if the beginning card balance is sufficient for the item. In some cases, the customer may be able to buy the item in smaller quantity.
Invalid UPC
Either the item is not WIC approved or is not one of the customer’s approved items (check the EBT receipt beginning balance and WIC authorized food list). If you believe that the UPC should be in the system, the store manager or administrator should call the Nevada State Program at (775) 684-5942.
Exceeds Maximum Price
The price just entered is greater than the maximum price allowed for that item.
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Peanut Butter Not Scanning
Check the beginning balance on the EBT Receipt. If it contains a line with a choice of beans or peanut butter and another line just bean, the peanut butter must be scanned FIRST. Otherwise scanning the beans first, removes the line with the choice, and leaves just beans. If you have already scanned beans first, complete the purchase without the peanut butter. Then do a purchase reversal of the beans. Finally complete a purchase of peanut butter and then beans.
WIC Purchase Exceptions
Terminal Display Cashier Response
Scan or Key Item Enter LBS Press Enter
Scan or key UPC
# of pounds or if only ounces are needed, press Enter Enter OZ # of ounces Press Enter Enter Enter Amt. $xx.xx $xx.xx Press Enter Enter Scan or Key Item Enter to Total Continue Normal Purchase
WIC Purchased Reversal (Void)
This allows the retailer to reverse an incorrect entered for a purchase. Reversals can be done only for the LAST transaction on the card and the terminal, and if the retailer has not settled for the day. WIC reversals may be completed for the entire purchase or for just some of the items purchased.
WIC Purchase Reversal (VOID)
Terminal Display Cashier Response
Date & Time Insert Card Insert Card Enter PIN Press Enter Please Wait
4 Customer inserts Customer complies
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For Total Reversal
Terminal Display Cashier Response
PURCHASE REV 0 ALL=0 PARTIAL=1 Updating card Remove card Customer complies
For Partial Reversal
Terminal Display Cashier Response
PURCHASE REV ALL=0 PARTIAL=1 Enter Item # Press Enter
1 Item # from receipt, continue until Rev all desired items Press Enter again Customer complies
Updating Card Remove card
The transaction will be listed on the receipt, but the amount of the reversal will not be written back to the card for 2 – 3 days. Because of this, the ending balance will not reflect the reversed amount until 2 – 3 days later.
Reprint Last Receipt
For use after clearing paper problems. Reprint Last Receipt
Terminal Display Cashier Response
Date & Time Insert Card
1 Receipt will print labeled 'DUPLICATE'
Form Feed
Press “Exit Spec Func” key and “Next Func” key at the same time. The terminal printer paper will feed out until you release these two keys.
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Cashier/Lane Totals
Terminal Display Cashier Response
Date & Time Insert Card
6
This function allows the cashier to view current totals. It will not disturb operations or end of day settlement. Each store has the option of selecting either cashier or lane totals when the system is installed. This can be changed by calling customer service at 1-866-340-1015.
Void or Unconfirmed Receipts VOID – Press “cancel to stop the tone. Cashier MUST NOT process the transaction again. The amount has been deducted from the customer’s card, but this transaction may not be paid immediately. UNCONFIRMED - Press "cancel" to stop the tone. Cashier MUST NOT process the transaction again. The amount has been deducted from the customer's card, but this transaction may not be paid immediately.
Transaction History
Prints the last 10 transactions on the customer’s Health Passport Card Transaction History
Terminal Display Cashier Response
Date & Time Insert Card Insert Card Enter PIN Press Enter Please Wait Remove Card
8 Customer inserts Customer complies
Customer Removes
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Balance Inquiry at In-Lane Terminals
Terminal Display
Cashier Response
Date & Time Insert Card Date & Time Please Wait Enter PIN Press Enter Scan or Key Item Enter to Total Scan or Key Item Sale Cancelled Scan or Key Item Remove Card
Customer inserts
Customer complies Customer presses Cancel Key
Receipt prints and tone sounds for card removal
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TROUBLESHOOTING
Terminal Will Not Accept Manager’s Password The terminal may need application reloaded: Call Customer Service at 1-866-340-1015 or 1-877-595-9551. Terminal Will Not Allow Cashier to Sign On Try normal sign on again. If a terminal has been replaced by a service provider and a cashier was signed onto it, that cashier number cannot be signed on again. You may use this function to sign the number off.
Remote Cashier Sign Off Terminal Display Date & Time Insert Card Refund Cashier File Enter Password Add Cashier 7 “Next Func” or “Prev Func” to scroll Enter Manager Password “Next Func” or “Prev Func” to scroll “Remote Sign Off” Enter Cashier Response
Please Wait… Cashier #NN Signed Off Use “Exit Spec Func” to exit
TO ORDER MORE RETAILER FACT CARDS
Contact the State of Nevada at (775) 684- 5942
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TROUBLESHOOTING
Settlement Unsuccessful TERMINAL DISPLAYS: MODEM ERROR, C-SERVE ERROR, PORT ERROR, OR LOGON ERROR If the terminal was recently moved, check connections. Check dedicated phone line by plugging a phone into it. If there is no dial tone, the phone line is not working. (Contact your Manager) Reboot PC by turning it off, waiting ten seconds, and turning it back on again; it will take 3 – 5 minutes for the entire system to come back up. If you are unable to settle, please save all error receipts for your call to Customer Service at 1-877-595-9551.
DB ERROR Call Customer Service: 1-877-595-9551 and request a “full download” then retry the settlement. Before Calling Customer Service: 1-877-595-9551 Have Specific Information Available: Retailer Number Receipts Terminal Display’s Message
*Remember, if the product does not scan, the customer cannot purchase it. Have them contact their local WIC Office if they have questions. TROUBLSHOOTING Cleaning Terminals EBT Terminals can be damaged by liquid. Do NOT spray liquid cleaner on them; rather, apply a mild cleaner to a cloth. PRINTER NOT WORKING Printing all in one spot, or NOT printing, or Printing corrupted data: Check all Connections Check paper supply Remove paper and clean inside State of Nevada WIC Program Page 48
TROUBLESHOOTING
TERMINALS WILL NOT READ CARD Try your training card: If the terminal responds, it is most likely the customer’s card that is malfunctioning. If not, reboot the terminal. If this is ineffective, have the customer try another terminal and call Customer Service regarding terminal malfunction at 1-877- 595-9951. TERMINAL DISPLAYS “INVALID CARD”: Contact County” Customer should wipe the card chip with a clean, dry cloth and try the card again. Check that the terminal is signed on by a cashier and reading: “Date & Time”; Insert Card. *If this does not work, have the customers contact her/his WIC Clinic.*
TROUBLESHOOTING Terminal Displays a Lock Message Cards may be locked with a stale date (no activity for 90 days), an invalid PIN Number entered three (3) times incorrectly, or because it is damaged. Check the receipt for a locked message. The customer needs to return to the WIC Clinic to have the card unlocked. “Void” or “Unconfirmed” Receipt VOID – Press “Cancel” to stop the tone. IMPORTANT: THE TRANSACTION JUST PROCESSED WAS NOT SUCCESSFUL AND WILL NOT BE PAID.
If still “VOID” the card may be damaged, you may wish to try another EBT terminal. UNCONFIRMED Press, “Cancel” to stop the tone. You must NOT retry this transaction. The amount has been deducted from the customer’s card. You will probably find that “unconfirmed” transactions have not been included in the daily deposit. The store must contact Customer Service, at 1-866-340-1015, or -1-877-595-9951, which will research the problem and an “advice of Credit Notice”, will be mailed when it is paid to your bank.
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Section 10
Frequently Asked Questions
Where to get More Information
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Frequently Asked Questions
Many times problems that arise with WIC Food Instruments can be handled easily with the right answers. The following are the most commonly asked questions of the State WIC Program and the solution to each:
Question – I have a customer at the checkout with a WIC Food Instrument that is already signed; can we take the Food Instrument? Answer – As the Food Instrument is, NO! However, if the customer has identification proving they are the same person as the signature, have the customer sign the food instrument a second time, and if the first and second signature matches, you may take the Food Instrument. Question – Do we need identification to accept a WIC Food Instrument? Answer – NO! Your only responsibility is the matching of the signature to the WIC Authorized ID Folder. Although some chain stores require identification for WIC voucher acceptance, a WIC Food Instrument may not be refused because of lack of it! Question – Over the weekend a WIC customer brought back some infant formula and said her baby was allergic to it – is an exchange okay? Answer – NO! Infant formula may not be exchanged or refunded. The customer must be referred to the WIC clinic. (EXCEPTION: If a WIC participant purchases formula which is later found to be defective, he/she may exchange it for the exact same formula.) Question – WIC customers are always reporting changes in approved items that we know nothing about – can we take their word for it? Answer – NO! Whenever foods are added or deleted, vendors are notified. Usually, changes are effective October 1st and the “FOOD INSTRUMENT HANDLING INSTRUCTIONS AND AUTHORIZED WIC FOODS” cards are updated and sent out to vendors. Question – Is a WIC Food Instrument good for one calendar month or 30 days? Answer – Although the WIC Food Instrument states 30 days, the State WIC Office will not bill you for a voucher taken one month (be it 30 or 31 days) from the first day to use. This is done to eliminate the need for a calendar at each checkout. Question – We’re always getting WIC participants who do not want everything on their WIC voucher. Do they have to purchase everything? Answer – No. A participant is not required to purchase everything listed on their WIC Voucher, unless it is formula. All listed Formula must be purchased. If a participant
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chooses not to purchase everything on the voucher, do not give them a rain check, all items that are not purchased during this transaction have been forfeited by the participant.
Question – What if a WIC customer has a Food Instrument with several items, and we’re out of one or some of the items? Answer – If the customer uses the voucher, they will lose the items that you are out of. The customer may go to another vendor. However, you are required to have the minimum required WIC items in stock. Question – A WIC customer forgot to put one of the WIC items on the counter, and the amount entered into the “PAY THIS AMOUNT” box is wrong. Can the customer still get the item? Answer – Yes, draw a single line through the wrong amount and fill in the correct amount directly below it. Have the cashier and the customer both initial the correct amount. The new amount should match the register validations on the back of the voucher. Question – If the boxes of cereal do not add up to 36 ounces, is it okay to go over by a few ounces? Answer – No, The Food Instrument states 36 ounces or less. Question – Can WIC customers buy any size milk as long as it adds up to what is on the Food Instrument? Answer – No, If it says 1 gallon, they are required to get the gallon size not 2 half gallons or any other combination. Question – What happens if I lose my stamp? Answer – If you lose your stamp, call the Nevada State WIC office right away, so a new stamp can be ordered. Question – Who can stamp the Food Instruments? Answer – This is a management decision. It would probably be best if the same person who does the final review of the Food Instrument is the one to stamp it. This might be the bookkeeper.
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Where to get More Information
Local WIC offices can help vendors if questions or problems arise. Vendors can contact the local WIC office in their area (listed in Table 1 of the Appendix) or through the State WIC Office. Local WIC offices move from time to time, so if you get no response with the clinic phone numbers contact the State Office. In addition, some of the rural clinics are part-time clinics. If you wish to contact the Nevada State WIC Program, phone (775) 684-5942 or write to this address:
DEPARTMENT OF HEALTH AND HUMAN SERVICES HEALTH DIVISION 3427 Goni Road, Suite 108 Carson City, Nevada 89706
775.684.5942 * 775.684.4246
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APPENDIX
Table 1 – WIC Local Offices
WIC Local Offices: Carson City Health & Human Services WIC CCHHS Gardnerville Battle Mountain Family Resource Center WIC Battle Mountain Caliente WIC Ron Wood Family Resources Center WIC Carson City Consolidated Agencies of Human Services WIC Tonopah Hawthorne Sunrise Children’s Hospital WIC Rancho Sahara Cheyenne Office Pahrump Mesquite Elko County WIC Clinic Little Peoples Head Start WIC Ely Lyon County Human Services WIC Yerington Dayton Fernley Silver Springs Pershing County WIC Lovelock Fallon Winnemucca State of Nevada WIC Program
Phone Number
(775) 887-2190 (775) 782-8410
(775) 635-2881 (775) 726-3123
(775) 884-2269
(775) 482-8819 (775) 945-2471
(702) 646-5600 (702) 385-2100 (702) 643-2515 (775) 727-4884 (775) 346-3030 (775) 738-9420
(775) 289-1688
(775)463-6583 (775)246-6326 (775) 835-6221 (775) 577-0904
(775) 273-7338 (775) 423-7067 (775) 625-2722 Page 54
APPENDIX
Table 1 – WIC Local Offices (Continued)
Inter-Tribal Council of Nevada Saint Mary’s Foundation WIC Neighborhood Health Clinic WIC on Wheels Sparks Head Start Wooster Washoe County District Health Department Wells Office /East 9th Street South Reno Incline HAWC Catholic Charities WIC Owens Henderson Nellis AFB Nevada Health Centers WIC McDaniel Cambridge MLK Tropicana Charleston Gowan Bonanza Urban League WIC Flamingo
(775) 355-0600
(775) 770-7500 (775) 770-7500 (775) 770-7500 (775) 770-7500 (775) 770-7500
(775) 328-2299 (775) 828-6600 (775) 828-6600 (775) 328-2299
(702) 366-2069 (702) 558-3129 (702) 643-3465
(702) 220-6096 (702) 220-9934 (702) 220-9928 (702) 220-9929 (702) 220-9944 (702) 220-9926 (702) 220-9930 (702) 227-1573
The WIC Program is available to all persons, regardless of race, color, sex, national origin, handicap, or age. Persons believing they have been discriminated against may write to: U.S. Department of Agriculture Director, Office of Adjudication and Compliance 1400 Independence Ave., SW Washington, D.C. 20250 State of Nevada WIC Program Page 55
APPENDIX
Table 2 – WIC Vendor Criteria CRITERIA FOR THE SELECTION OF AUTHORIZED WIC VENDORS
A. As a minimum, to be approved as an authorized WIC Vendor, the following approved WIC Foods must be maintained in stock (except for vendors receiving approval under a limited agreement). 1. Infant formula with Iron (contract brands) a. One milk-based brand, 13 oz. cans, concentrate b. One soy-based brand, 13 oz. cans, concentrate c. One milk-base brand 12.9 oz cans, powder d. One soy-based brand, 12.9 oz cans, powder 2. Infant Cereals – without fruit added a. One approved brand of plain cereal, 8 oz. pkgs. 3. Cereals (approved brands) a. One hot cereal b. Three cold cereals 4. Juices (approved brands) a. Two flavors of 64 oz. Plastic bottle or carton, single strength b. One flavor of frozen or pourable concentrate, 11.5 oz or 12 oz. cans 5. Milk – Pasteurized (least expensive brand) a. Whole – Vitamin D Fortified b. Low fat or Skim – Vitamin A & D Fortified c. Evaporated or Dry – Fortified 6. Cheese – Block, sliced, or mixed approved types (No raw milk cheese; No cheese food product or spread, No Deli cut-to-order, No Shredded; No Flavored) a. Not to exceed $6.00 per pound in the approved types b. Two approved types (i.e., American, Cheddar, Colby etc.) 7. Eggs -Large, least expensive brand ( medium size is acceptable if large is out of stock) 8. Dry Beans, Peas, and Lentils – Not to exceed $1.50 per pound (No bulk, No import, No seasoned mixes) a. Three types (i.e., lima, black eyed peas, etc.) 9. Peanut Butter – Not to exceed $3.25 (No added jelly, jam or honey, No reduced fat or “spread”) a. One brand, Creamy or Chunky, 18 oz. jars 10. Tuna Fish a. One brand, packed in water, 6 oz. can or larger (No Fancy, Albacore, solid, Low sodium or diet) 11. Carrots a. One brand (bagged, whole or baby)
I. STOCKING CRITERION
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APPENDIX Table 2 – WIC Vendor Criteria (Continued)
II. PRICE CRITERION A. To be approved as an authorized Vendor, food prices must be competitive (may not be more than 5% higher than the average within the area covered by the WIC clinic) with the following exceptions: 2. Vendors approved under a limited agreement to provide only certain foods 3. There is no other WIC Vendor in the area covered by the WIC Clinic. III. PARTICIPATION CRITERION A. To be approved as an authorized WIC Vendor, a total of ten WIC participants must be Served each month, with the following exceptions: 1. Vendors approved under a limited agreement to provide only certain foods 2. There is no other WIC Vendor in the area covered by the WIC clinic IV. PRIOR AGREEMENT CRITERION A. If a vendor has operated under a prior agreement, the terms of that agreement must have been complied with in order to have the agreement renewed V. TRAINING A. To be approved as an authorized WIC vendor, VENDOR must allow STATE AGENCY to conduct training for the store manager or authorized representative and cashiers or other relevant staff prior to the issuance of WIC food instruments. B. To have the agreement renewed, VENDOR must schedule one (1) training class to be held at the vendor location every three years; however, training materials will be available to each vendor location according to the agreement with the STATE AGENCY. VI. TYPE OF STORE A. To be approved the type of store must meet the needs of the participants and clinic within the area. 1. Chain Store – Urban Area (Grocery or Drug) 2. Independent Store – Urban Area (Groceries as the Primary Commodity) 3. Chain Store – Rural Area (Grocery or Drug) 4. Independent Store – Rural Area (Groceries as the Primary Commodity) 5. Above 50% Vendor 6. Military Commissary VII. HOURS OF OPERATION A. To be approved as an authorized WIC Vendor, the store hours must be appropriate for participant access. (Hours Competitive with Area Retailers) B. VIII. OWNERSHIP A. To be approved, the store owner’s name and address must be provided to the State
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Agency.
APPENDIX
Table 3 – WIC Vendor Sanctions
Non-Compliance; Disqualification and Sanctions. Pursuant to the Regulations (7 CFR § 246.l2(f) and (k)), in addition to claims, STATE AGENCY may disqualify or suspend VENDOR from eligibility as an Authorized WIC Vendor or impose a civil money penalty in lieu of suspension in cases where suspension would cause participant hardship for reason of WIC Program abuse. STATE AGENCY and VENDOR hereby acknowledge and agree that such sanctions and/or disqualification may be imposed based on the violation(s) associated with the highest sanction as follows: a) STATE AGENCY may issue a warning letter to VENDOR specifying violations and demanding correction by VENDOR within thirty (30) days for the following violations: 1. Acceptance of paper food instruments on which the WIC participant countersignature does not match the WIC Participant signature, the countersignature is made prior to presentation, or the WIC Participant Signature is not filled in prior to acceptance by VENDOR. 2. Failure to accept food instruments properly presented by the WIC participant in exchange for the WIC Foods listed on the instrument and selected by the WIC participant. 3. Discourtesy towards WIC participants. 4. Non-cooperation with monitoring persons during a monitoring visit. 5. Providing Incentive Items to WIC Participants. STATE AGENCY requires VENDORS who derive, or are likely to derive, more than fifty percent (50%) of their total annual food sales revenue from WIC transactions to submit a proposal to provide incentives for approval before providing the below allowable types of incentive items: may only supply WIC Participants with the following incentives: i. Merchandise obtained at no cost to the vendor and provided to participants without charge, or sold to participants at or above cost. (Subject to cost verification which must be supported by documentation). Food of nominal value and merchandise of nominal value, i.e. having a per item cost of less than two dollars ($2.00) or Food sales and specials which involve no cost or only a nominal value for the vendor regarding the food items involved and do not result in a charge to a WIC food instrument for foods in excess of the foods listed on the food instrument
ii. iii.
6. Purchase of Infant Formula from a source not on the State’s Approved Infant Formula Supplier List.
b) STATE AGENCY may suspend VENDOR for up to three (3) months, or impose a fine by providing written notice of such suspension or civil money penalty for the following violations: 1. Failure to correct and/or discontinue violations specified in a warning letter within thirty (30) days of receipt of the warning letter. 2. Failure to pay STATE AGENCY claim amounts requested for improper Food Instruments or overcharges within sixty (60) days of such demand. 3. Charging tax for WIC Foods provided in exchange for Food Instruments. 4. Giving change to a WIC participant from a food instrument. 5. Refunding or exchanging items paid for with a WIC Food Instrument.
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6. Entering a "date cashed" on a paper Food Instrument other than the actual date at the time the Food Instrument is presented. c) STATE AGENCY may suspend VENDOR for up to six (6) months, or impose a fine by providing written notice of such suspension or civil money penalty for the following violations: 1. Repetition of the same or similar violations of this section within 12 months after completion of a suspension for up to 3 months. 2. Altering the information on a paper Food Instrument so as to avoid or attempt to avoid penalties and/or sanctions. 3. Altering the date cashed on a paper Food Instrument taken prior to or 30 days after issue date. d) STATE AGENCY may suspend VENDOR for up to one (l) year, or impose a fine by providing written notice of such suspension or civil money penalty for the following violations: 1. Repetition of the same or similar violations in a) through c) of this section within 12 months after completion of a suspension of more than 3 months. 2. Negotiation of Food Instruments during any period of suspension. 3. Practicing discrimination on the basis of race, color, national origin, sex, handicap, age or WIC participation. e) STATE AGENCY shall disqualify VENDOR for one (l) year by providing written notice of such disqualification for the following violation: 1. A pattern of providing unauthorized food items in exchange for Food Instruments, including charging for supplemental food provided in excess of those listed on the Food Instrument. f) STATE AGENCY shall disqualify VENDOR for three (3) years by providing written notice of such disqualification for the following violations: 1. One incidence of the sale of alcohol or alcoholic beverages or tobacco products in exchange for food instruments. 2. A pattern of claiming reimbursement for the sale of an amount of a specific supplemental food item which exceeds the store’s documented inventory of that supplemental food item for a specific period of time. 3. A pattern of charging participants more for supplemental food than non-WIC customers or charging participants more than the current shelf or contract price. 4. A pattern of receiving, transacting and/or redeeming Food Instruments outside of authorized channels, including the use of an unauthorized vendor and/or an unauthorized person. 5. A pattern of charging for supplemental food not received by the participant. 6. A pattern of providing credit or non-food items, other than alcohol, alcoholic beverages, tobacco products, cash, firearms, ammunition, explosives, or controlled substances (as defined in 21 U.S.C. 802) in exchange for food instruments. g) STATE AGENCY shall disqualify VENDOR for six (6) years by providing written notice of such disqualification for the following violations: 1. One incidence of buying or selling Food Instruments for cash (trafficking). 2. One incidence of selling firearms, ammunition, explosives or controlled substances (as defined in 21 U.S.C. 802) in exchange for food instruments. h) STATE AGENCY shall immediately disqualify VENDOR permanently by providing written notice of such disqualification for being convicted of trafficking in food instruments or selling firearms, ammunition, explosives or controlled substances (as defined in 21 U.S.C. 802) in exchange for food instruments.
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i)
VENDOR shall not be entitled to receive any compensation for revenues lost as a result of such violation. STATE AGENCY may disqualify VENDOR and terminate this Agreement by providing written notice of such disqualification and termination for the following violations: 1. Negotiating food instruments at a site other than those sites listed on Exhibit "A – Authorized Vendor Stores" attached to this agreement. 2. Maintaining a conflict of interest with a Local Agency. 3. Disqualification from participation in any other Food and Nutrition Program of the United States Department of Agriculture. The duration of WIC Program disqualification shall be equal to the period of disqualification of said program and may begin at a later date. 4. Conviction of any business related criminal offense not included in h) of this section. 5. Repetition of the same or similar violations in a) through d) of this section within 12 months after completion of a suspension of more than 6 months. 6. Willful and/or flagrant abuse of the WIC Program on a continuous basis, regardless of any prior suspension.
j)
The imposition of sanctions, disqualifications, or fines of VENDOR by STATE AGENCY shall not be construed as excluding or replacing any other criminal or civil sanctions, penalties or remedies applicable under any Federal or State statutes or local ordinances. Disqualification of a vendor from the WIC Program may result in the U.S.D.A. Food and Nutrition Services disqualification of that firm's Food Stamp Program Authorization. Disqualification in this case shall not be subject to administrative or judicial review under the Food Stamp Program. Disqualification of a vendor from the Food Stamp Program shall result in a disqualification of that firm’s WIC Program authorization. Disqualification in this case shall not be subject to administrative or judicial review under the WIC Program.
k) STATE AGENCY shall not accept voluntary withdrawal of VENDOR from the WIC Program or nonrenewal of Authorized WIC Vendor Agreement as an alternative to disqualification for the violations listed in items e) through j) of this section. l) STATE AGENCY may impose a civil money penalty in lieu of sanctions for violations in e) through i) of this section if STATE AGENCY determines that disqualification of VENDOR would result in inadequate participant access. Determination of participant access is not subject to review. Pursuant to the Regulations (7 CFR § 246.l2(k)(1)(x)(A) through (C)), STATE AGENCY shall calculate civil money penalties using the following method: 1. Determine VENDOR’s average monthly redemptions for at least the 6-month period ending with the month immediately preceding the month during which the notice of administrative action is dated; 2. Multiply the average monthly redemptions figure by 10 percent; 3. Multiply the product from 2) of this section by the number of months for which the store would have been disqualified. This is the amount of the civil money penalty, provided that the civil money penalty shall not exceed $10,000 for each violation.
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For a violation that warrants permanent disqualification, such as conviction of trafficking or illegal sales, the civil money penalty shall be $11,000. If during the course of a single investigation STATE AGENCY determines VENDOR has committed multiple violations, STATE AGENCY shall impose a civil money penalty for each violation. The total amount of civil money penalties imposed for violation investigated as a part of a single investigation shall not exceed $44,000 for the above violation reasons. All other cases shall result in a CMP that does not exceed $10,000 per violation or $40,000 per investigation. If a civil money penalty is imposed in lieu of suspension and VENDOR does not pay, only partially pays, or fails to timely pay, STATE AGENCY shall disqualify VENDOR for the length of the disqualification corresponding to the violation for which the civil money penalty was assessed.
m) When a vendor, who previously has been assessed a sanction for any of the violations in e) through h) of this section, receives another sanction for any of these violations, STATE AGENCY shall double the second sanction. Civil money penalties may only be doubled up to the limits allowed by the Regulations (7 CFR § 246.l2 (k) (1) (x) (C)). STATE AGENCY shall not, however, impose a civil money penalty in lieu of disqualification for third or subsequent sanctions for violations in e) through h) of this section but shall double the third sanction and all subsequent sanctions.
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APPENDIX
Table 4 – Approved Formula Suppliers
Wholesaler Address 1250 W. Maricopa Hwy Casa Grande, Az. 85293 PO Box 30300 Amarillo, Texas 79120 PO BOX 6670 Phoenix, Arizona 85005 PO BOX 30430 Salt Lake City, Utah 84130 600 North 83rd Avenue Ontario, California 91761 P.O. Box 30910 Stockton, CA 95213 2323 North 27th Avenue Phoenix, Arizona 85009 7343 South Hardy Drive, Suite #101 Tempe, Arizona 85283 204 North Main Street Gordonville, VA. 22942 4061 Gateway Park Blvd Sacramento, CA 95834 51 Blackburn Avenue Gloucester, ME 01930 5200 Sheila Street Commerce, California 90040 2155 USA Parkway McCarran, NV 89434 4400 Crows Landing, Modesto, CA 95358/ PO Box 581770 Modesto, CA 95358 Manufacturer Address 209-9838428 Fax Number 614-6246113 806-3721404 602-3530363 801-9788551 Phone Number 520-421-6600 Kylie Cook 806-372-3851 Dale Thompson
Infant Formula Wholesaler Abbott Laboratories Affiliated Foods AmeriSourceBergen Wholesale (Pharmacies-HospitalsLong Term Care Only) Associated Food Stores Cardinal Health Costal Pacific Distributor (US Commissaries Only) McKesson Drug Co. (Large Orders) McKesson General Medical-(Med-Surge) (Small Orders) PBM Products, LLC Raley's Unico Unified Wester Grocers Wal Mart D.C. #7048 Winco Foods Infant Formula Manufacturer
800-352-4039
801-978-8686 Gretchen Densley 909-947-2066 800-500-2611 Barbara Bussman 623-293-5200
602-7070832 (Attn: Sales Dept) 480-9915892 916 9280761 561-5828558 323-2652985 775-3565067 209-5373444 Fax Number
480-232-9443 800-959-2066 Cathy Sacre 916 928- 7700 561-582-3030 Justine Morris 323-264-5200 Veronica Olivas-ext 8664 775-356-5065 209-537-1444 Phone Number
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Brystol-Myers Squibb Company- Mead Johnson
Mead Johnson Nutrition Group 2400 West Lloyd Expressway Evansville, Indiana 4772-0001 800 North Brand Boulevard Glendale, California 91203 Abbott Labratories Ross Products Division 625 Cleveland Avenue Columbus, Ohio 43215-1724 9900 Belward Campus Drive, Suite #100 Rockville, Maryland 20850 6262 Lapas Trail Indianapolis, Indiana 46268
800-3187351
800-318-7269 - Option 3 or 800-222-9123 (Small credit card orders) 818-549-6000
Nestle, USA
Abbott Labratories Ross Products Division SHS North America (Specialty formula only) Solus Products, LLC (Specialty formula only)
301-795-2300
301-795-2300 317-2989629 317-298-9612
If you have any questions regarding this list, please call 775-684-5942
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APPENDIX
Table 5 – Nevada WIC Minimum Stock Requirements
Effective October 1, 2008
Contract Brand Formula
Milk Based Concentrate Soy Based Concentrate Milk Based Powder Can Soy Based Powder Can
1-4 Registers
16 Cans 16 Cans 10 Cans 10 Cans
5-9 Registers
16 Cans 16 Cans 20 Cans 20 Cans
10+ Registers
31 Cans 31 Cans 30 Cans 30 Cans
Required Stock of WIC-Approved Food Items (No Organic products Allowed)
Item
Dry Infant Cereal (contract brand) Cereals (Approved brands)¹ Juices (Plastic Bottle or Carton)² Juices (Concentrate Frozen or Pourable) Milk Pasteurized³ Cheese² Eggs (Large) Dry Beans, Peas & Lentils⁴ Peanut Butter (18oz container only) Tuna Fish (packed in water) Carrots⁵ (Any Brand)
1-4 Registers
4 boxes (32 ounces) 8 Boxes 6 Bottles or Cartons 2 Cans 5 Gallons 2 lbs. 2 Dozen 2 lbs. 2 containers 4 Cans 2 lbs.
5-9 Registers
8 Boxes (64 ounces) 12 Boxes 12 Bottles or Cartons 5 Cans 15 Gallons 8 lbs. 8 Dozen 4 lbs. 4 containers 8 Cans 4 lbs.
10+ Registers
12 Boxes (96ounces) 20 Boxes 18 Bottles or Cartons 8 Cans 20 Gallons 12 lbs. 14 Dozen 10 lbs. 8 containers 12 Cans 6 lbs.
¹ Must stock at least one hot cereal and three cold cereals. ² Must stock at least 2 approved varieties. ³ Any Brand-must stock at least 2 approved varieties. ⁴ Must stock 3 approved types. ⁵ Any brand-packaged, fresh, whole or baby.
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SPECIAL THANKS Ideas, examples, and artwork were graciously provided, thanks to the helping hand of the WIC community. In addition to The Nevada State WIC Program, this handbook contains the hard work, ideas, and research of: The North Dakota WIC Program The Arizona WIC Program The Florida WIC Program The Texas WIC Program The Tany County Health Department Missouri Food Research and Action Center The USDA “THE WIC PAPERS” written and produced by The Merchant Coordinators of the Southeast Region, December 1985.
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