Florida WIC EBT Training

2013 - 2014

Staff/Vendors/Clients

Background

• 2012 Florida law required WIC EBT pilot in 15 months (7/1/2013)– New MIS/EBT system – Transferred existing WIC MIS/EBT system with

modifications• Pilot through rollout was 9 months

Rollout Map

Training Provided

1. Staff MIS/EBT Training2. Vendor Training3. Client Training

MIS/EBT Staff TrainingTools Developed

• Overview Video• User Training Manual• Help Sheets• Modules and Practice Exercises• Competency Checks• Super User Training • Weekly calls with Super Users and WIC Coordinators• On-Going Written Communication

Overview Video

• 10 minute overview used to:– Inform Partners– Inform Stake Holders– Inform Staff

User Training Manual Produced

• Developed User Training Manual• Provided to all WIC staff • Included:– Maneuvering Guide – Screen shots– How to’s

Help Sheets

• Help Sheets Series– Quick reference – “Mini Manual”– Revised as needed

Modules and Practice Exercises

• 13 Interactive Modules – Self-paced– Specific to job duties – Practice Exercises

Modules Produced

Module 1 Overview and IntroductionModule 2 Precertification, SchedulingModule 3 Intake/EligibilityModule 4 Cert ActionModule 5 Lab/AnthroModule 6 Medical/Nutrition/Nutrition Risks Module 7 Nutrition Education DocumentationModule 8 Breastfeeding Module 9 Food PrescriptionsModule 10IssuanceModule 10A Food Package Changes Module 11 Miscellaneous Module 12 Data Conversion

Competencies Checked

• Before System Access Granted Staff:– Completed competency-based

test(s)– Test(s) specific to staff duties

Super Users

• System Experts (Intensive training) • 2 “Super Users”/Agency• 62 “Super Users” Pilot • Responsible for:– Training LA staff– Checking Staff competency– Ensuring Module & test completion

• Pilot Agency super users– Replace absent staff in pilot sites– As support staff during full implementation

Super User Training

• Two months prior to the agency’s rollout• Pilot Agency - 4 months prior to rollout • Training included: – Workstation Configuration – Access and Roles– Agency and Clinic set up– Reports– Equipment– Administrative Functions– Inventories– Local Agency Implementation Plan (what to do

months/weeks/days ahead of rollout date)

Super User Training

• Training Strategies:– Weekly calls • System training • Process training

– Pre Requirements - completion of:• Modules• Practice exercises

– Face to Face Training• 4 days (first day module refresher)• Train-the-trainer approach

– Competency checked at the end of the training

Weekly WebEx Calls

• Weekly WebEx calls conducted – Before, During & After Implementation– Included

• Super Users• WIC coordinators• Site supervisors

– Purpose• Additional training• Clarification• Q&A

• Provided Forum for:– State and Pilot Agency staff to

• Troubleshoot • Determine system enhancements

– WebEx calls taped and posted– For Super Users to train staff

On-Going Written Communications

• Training Tips developed & disseminated throughout rollout

On-Going Written Communications

• Newsletter included:– Policies– Clarification &

Procedures– System Enhancements– Bug Fixes– FQA & Answers

Vendor EBT Training

• How Trained– Integrated Systems:

• Trained by the corporate office or at the individual store

– Non Integrated Systems: • Trained by our contracted EBT services company (FIS)

– State did not provide training• When Trained– Approximately 1-2 weeks prior to rollout

• State WIC provided some ancillary support.

Vendor Training

• Lessons Learned:– Integrated system training successful

• Users had “ownership stake” in outcome• Quality training materials some chains• Varying success with implementation

– Non Integrated systems • Not ideal• Many vendors changing over to integrated system

– Most vendors found WIC EBT like credit card processing– Opportunities for Improvement

• More contract staff on the ground during first week of implementation• Daily LA and/or State Contact with Store Managers• Vendor Hot line for EBT issues• Vendor Video• Training Material for independent vendors

Client Training

• Poster announcing EBT was developed

Client Training

• Used Chickasaw Nation Video • Client Handout - three languages• Flip Chart - three languages

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14

# of EBT Cards Is-sued

1542 2982 1518 363 13567 15221 12142 5102 3019 2977 2642 2782

EBT Caseload

8630 8315 8574 7981 65807 62606 63467 65649 66186 66802 68039 64623

% 0.17867902665

1217

0.35862898376

4282

0.17704688593

422

0.04548302217

7672

0.20616347804

9448

0.24312366226

8792

0.19131202042

0061

0.0777163399290165

0.0456138760462938

0.0445645339959882

0.0388306706447773

0.0430496881915108

5,000

15,000

25,000

35,000

45,000

55,000

65,000

75,000

85,000

EBT Card Issuance Vs EBT Caseload

EBT vs Caseload

Client Training

• Identified OFI’s– Hire extra staff for implementation– Create Video

• Language specific• Visuals

– SMART phone application– Client Help Line (pin, card lockout, etc.)

• Live operators• After hours and weekend support

– LA & State Staff dedicated to deal with client issues• Shopping• Shopping list• Eligible foods (UPC codes)• Over and under issuance• Store issues

– UPC codes for seasonal foods

Local Agency Staff Training

• Training Strategies Used– Examples:• In Pilot Agency - 5 day all hands training • Review modules in small groups• Individual staff completed modules independently• All agencies did “just in time” training with staff two to

three days prior to their rollout• All Agencies ensured staff completed:

– Modules– Practice exercises

Contact Information

• Florida Department of Health in Miami-Dade County– Victoria Martinez

• Phone: 786-336-1333 Ext. 11519• E-mail: Victoria.Martinez@FLHealth.gov

– Eriko Grover• Phone: 786-336-1333 Ext. 11419 • E-mail: Eriko.Grover@FLHealth.gov

• Florida Department of Health Bureau of WIC– Kathy Reeves

• Phone: 850-245-4202• E-mail: Kathy.Reeves@FLHealth.gov