FD: 6 Training WIC Cardholders on the Use of WIC EBT Cards (New)

Effective Date: 12/94 Downloads: PDF Version    Revised Date: 02/17
   

Policy

WIC cardholders must be provided training on how to use WIC Electronic Benefits Transfer (EBT) Cards and the Nevada WIC Programs Approved Foods List brochure. The WIC staff person issuing EBT and CVB (Cash Value Benefits) to participants, parents/caretakers, and proxies at the initial certification visit must provide this training prior to releasing the WIC EBT Card. The WIC participants, parents/caretakers, and proxies have the final responsibility for following WIC instructions as listed in the “Participant Rights and Responsibilities” form and the “Welcome to Nevada WIC EBT” instructions booklet.

In addition to the initial training, additional training must be provided when:

  • Changes are made with WIC foods, procedures or the WIC EBT Card or CVB.
  • The participant is reported violating WIC procedures or attempting to purchase unauthorized items.

 

Procedure

Provide training in each of the following areas for each new participant, and in each case where retraining is determined to be necessary.

 

Foods Issued

Discuss each item and quantity issued on each EBT Card. Discuss the Authorized WIC Foods found in the Nevada WIC Programs Approved Foods List brochure. Cover each food category and the food limitations associated with each category. Provide each cardholder with a copy of the shopping list printed at the time of benefit issuance.

 

Spanish Foods List

Provide each Spanish speaking participant or sponsor with a copy of the “AUTHORIZED WIC FOODS LIST AND PARTICIPANT INSTRUCITONS” on the Spanish language handout sheet. This sheet provides a Spanish printed list of currently authorized foods.

 

Participant Instructions

Provide participants, parents/caretakers, or proxies with a copy of the “Welcome to Nevada WIC EBT” instruction brochure.

Discuss the Participant Instructions found inside this brochure. These instructions cover the use of the WIC EBT card.

The following should also be discussed;

  • Participants may use coupons with their WIC EBT card.
  • Participants are not allowed to receive a rain-check if the store is out of a WIC item.
  • Participants are not required to purchase all of the WIC authorized items at one store or during the same visit. The WIC EBT card stores all remaining benefits until the end of the benefit cycle when new benefits are loaded onto the card.
  • Participants must contact their WIC Clinic Staff if they move or change their mailing address. Remind them to always make sure their address is correct as this is how they will receive their replacement card should their card become lost or stolen. If the wrong address is on file, the card will be returned to the State Agency. Cards are not forwarded. The participant will be required to order another card once the address has been updated which will take an addition 5-7 business days.
  • Participants will need to select a four digit secret code that allows them to use their WIC EBT card at the grocery store. The WIC EBT card will not work until they have selected a PIN (Personal Identification Number). The participant must select four numbers that are easy for them to remember, but hard for someone else to figure out.
  • Participants should never write their PIN number on their WIC EBT card.
  • If someone knows the PIN number, they can use the card to get the benefits and those benefits will not be replaced.
  • Participants can change their PIN numbers 24 hours a day, 7 days a week by calling Fidelity National Information Services (FIS) Customer Service. FIS Customer Service will immediately change the PIN number for that card as long as the person calling can answer the security questions asked by FIS customer service agent.

 

Lost Electronic Benefits Transfer Cards

Emphasize that lost or stolen WIC EBT Cards will be replaced only by JP Morgan Chase. Cardholders must call the customer service line and report their WIC EBT Card as lost or stolen. JP Morgan Chase will then replace the card through the United States Postal Service. It can take up to 8-10 days to receive a replacement.

The participant must call as soon as they realize their WIC EBT card is missing. The WIC program will not replace any lost food benefits.

If a participant finds their WIC EBT card after reporting it stolen it will no longer work. The participant needs to destroy the old card. All benefits are stopped and removed from the card the minute it is reported as stolen to FIS.

FIS will verify the participants address at the time of this call. If they do not have the exact address on file the participant will not receive their card. The participant will need to contact the clinic and update the address information. FIS cannot update addresses. The cards will not be forwarded even if the participant has a forwarding address on file at the post office. This will delay the replacement of the card. All cards improperly addressed or with wrong addresses are sent back to the State Agency. The State Agency does not mail out cards for any reason. The address will need to be corrected and the participant will need to request another replacement card.

The State Agency will send out an email to the clinic of any participant that we receive a returned card for so that the participant can be notified to prevent additional loss of benefits.

 

Vendor Problems

Encourage participant to report any problems they experience using the WIC EBT Card to the clinic. If complaints are received, document the following on the form provided by the State Agency:

  • participant name
  • date of occurrence
  • vendor
  • nature of occurrence
  • follow-up by local clinic staff (local staff must follow-up)

 

Participant Violations

WIC participants who fail to properly comprehend the training they receive on the use of WIC EBT Cards often unknowingly attempt to violate program regulations upon reaching the WIC vendor. Complaints received from WIC vendor staff suggests that while a small number of participants intentionally attempt to violate the program rules, most do so because they do not fully understand the rules and authorized WIC foods. Any participant, who receives a warning for a violation, must be retrained.