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HuBERT eWIC Transition Guide FOR LOCAL AGENCY WIC STAFF REVISED: 3.12.19

H U B E R T E W I C T R A N S I T I O N G U I D E

ContentsHuBERT eWIC Transition Guide......................................................................................................0

WHO TO CALL AND WHEN.........................................................................................................................3

HuBERT-related Issues...........................................................................................................................3

Connectivity-related Issues....................................................................................................................3

ASSIGNING A WIC CARD............................................................................................................................ 3

Setting a Primary Card Holder...............................................................................................................3

20 Character Limit to Last Name fields for Authorized/Alternate Reps.................................................3

Updating Primary Card Holder Information...........................................................................................3

No Record of Signature when WIC Card Assigned - Causes My MN WIC App Not to Display Benefits (CDP-389)...............................................................................................................................................3

DEACTIVATED WIC CARDS.........................................................................................................................5

Deactivated WIC Cards Can Be Thrown Away.......................................................................................5

eWIC-READY STORES and eWIC-READY PHARMACIES...............................................................................5

eWIC-Ready Stores Infoview Template.................................................................................................5

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eWIC-Ready Pharmacies Infoview Template.........................................................................................5

BENEFIT MANAGEMENT MENU.................................................................................................................6

Menu Options........................................................................................................................................6

BENEFIT ISSUANCE.................................................................................................................................... 7

Able to Over-Issue if Using Add More Formula and Less than the Max Allowed is Issued for Two Different Formulas (CDP-384)................................................................................................................7

Households May Have More than One Type of Benefits during Transition...........................................8

Lost/Stolen Paper Benefits – eWIC Clinics.............................................................................................9

Replacing Redeemed Food Items........................................................................................................10

Adding Food Items Not Originally Issued....................................................................................10

Replacing Benefits Lost in Documented Natural Disaster....................................................................10

Index Out of Range Error (CDP-378)....................................................................................................10

UPC Descriptions for Redemptions Not Displaying on EBT Transaction History Detail Screen (CDP-61)............................................................................................................................................................. 12

Direct Ship........................................................................................................................................... 12

Using Direct Ship to Issue Partial Package of Same Formula when On-hand...................................12

Unable to Direct Ship when Adding More Formula.........................................................................12

Direct Ship Formulas Can be Re-issued in Step 2 of Household ID Change Guided Script...............13

Incorrect Description Displays on Direct Shipped Benefit Items Screen..........................................14

Issuing Benefits....................................................................................................................................14

Fully-BF Infants Issued Foods and Returning for Formula...................................................................14

FOOD PACKAGE....................................................................................................................................... 15

Issues that Occur when Changing Types of Juice Issued to the WIC Card (CDP-392)..........................15

Infant Food Prescriptions - Bananas....................................................................................................16

Nonfat Powdered Milk.........................................................................................................................16

DEMOGRAPHICS...................................................................................................................................... 17

Clearing Telephone 1 Results in Error (TMP-343)................................................................................17

TRANSFERS.............................................................................................................................................. 17

In-State Transfers................................................................................................................................ 17

Clicking Cancel or Exiting the EBT Process.......................................................................................17

The EBT Household Demographics Screen......................................................................................18

Deactivated WIC Cards Can Be Thrown Away..................................................................................18

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eWIC-Clinics: Reissuing Paper Benefits for Transfers and Food Rx Changes.......................................19

Assess Redemptions........................................................................................................................ 19

Non-eWIC Clinics: Transferring Agencies and Reissuing Benefits.......................................................21

Scenario #1: Infants Requiring a Change in Formula for the Current Month..................................22

Scenario #2: Participants Requiring a Food Item Change (such as Milk to Lactose-free)................23

Scenario #3: Participant Requiring a Household ID Change (i.e. Custody Change) – pg 1..............24

Scenario #3: Participant Requiring a Household ID Change (eWIC to Non-eWIC) – Pg 2................25

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WHO TO CALL AND WHENHuBERT-related IssuesCall the MN Help Desk at 1.800.488.8799 (press 2, 2) or [email protected]

Connectivity-related IssuesCall your local IT

ASSIGNING A WIC CARDSetting a Primary Card HolderAlways select the Authorized Representative row (or Alternate Representative 1 or 2 row) when setting the Primary Card Holder. Never select a row with a State WIC ID since this could cause an issue when sending EBT Data to the WIC processor.

20 Character Limit to Last Name fields for Authorized/Alternate RepsAdded to Transition Guide: 2.19.19

The Authorized and Alternate Representatives’ Last Name field has a limit of 20 characters in the EBT Household Demographics screen. Most names longer than 20 characters are hyphenated names. If the hyphenated name exceeds 20 characters, please ask the participant which name they want to use.

Updating Primary Card Holder InformationThe Date of Birth is required for the Primary Card Holder.

If mom has been on MN WIC before, she will be listed in the EBT Household Representatives table along with her birth date. If she is the Authorized Representative and Primary Card Holder, select the Authorized Representative row, enter her Date of Birth listed in the table, and click the Update button. Then click the Set as Primary button.

No Record of Signature when WIC Card Assigned - Causes My MN WIC App Not to Display Benefits (CDP-389)Added to Transition Guide: 2.6.19; UPDATED 2.19.19

At this time, the following issue appears to be caused by either:

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mailto:[email protected]


Clicking the X to close the Capture Electronic Signature screen – do NOT click the X to exit the Capture Electronic Signature screen; click the Close button instead

Attempting to assign a secondary card holder – a function we do not use in MN eWIC

Description: There have been a few instances where a WIC Card has been assigned to a household, and a signature collected for the Primary Card Holder, but no corresponding record for the signature has been saved to the EBTCARDSIGNATURE table. Records in this table are used as a validation for the My MN WIC App. If this occurs, you are unable to see the signature for the WIC Card that was activated and when the household uses the My MN WIC App, they will not be prompted for the WIC Card number. Instead, it will prompt for the State WIC ID and they will be unable to view their benefits in the app. (It’s OK to register with the State WIC ID; once a signature record is created, they will be able to see their benefits.)

Work-Around: If a household is unable to see their benefits in the My MN WIC App, you can use the following work-around:

Step 1: Verify the signature was not recorded.

Click on EBT Benefit Management >> EBT Card History. Two Activated card rows will display but the View Signature button is disabled.

Step 2: Insert record into EBTCARDSIGNATURE TABLE so the household can view their benefits in the app.

Change the Primary Card Holder to one of the other Representatives (Authorized/Alternate)

o If able, use their correct DOB, if unsure what the DOB is, use the same DOB as the origi-nal Primary Card Holder

Click Send EBT Data button

Do NOT collect an electronic signature – click Close on the Capture Electronic Signature screen

Change the Primary Card Holder back to the original Representative (Authorized/Alternate)

Remove the DOB for the temporary Primary Card Holder if it was not their correct DOB

Click Send EBT Data button

If the Primary Card Holder is present, have them sign the signature pad. If not, click Close on the Capture Electronic Signature screen

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Write a General Note with the Subject: WIC Card and the following text: Due to HuBERT error no signature record created when card was issued on <card issuance date>. Performed work-around to get a signature record into the file on <work-around date>

DEACTIVATED WIC CARDSAdded to Transition Guide: 03.12.19

Deactivated WIC Cards Can Be Thrown AwayOnce a WIC Card has been deactivated, the card can no longer be associated with its original house-hold or another household, used to purchase food items, or linked back to any identifying information. Therefore, once deactivated, the Household ID written on the back of the card should be made illegible with a permanent marker and then the WIC Card can be thrown away.

eWIC-READY STORES and eWIC-READY PHARMACIESeWIC-Ready Stores Infoview TemplateA list of MN WIC-allowed stores certified for eWIC purchases and a list of stores not eWIC-ready. An OPTIONAL input control can be used to filter the report outputs by county.

eWIC-Ready Pharmacies Infoview TemplateA list of MN WIC-allowed pharmacies certified for eWIC purchases and a list of pharmacies not eWIC-ready. An OPTIONAL input control can be used to filter the report outputs by county.

Both templates are found in the INFOVIEW TEMPLATES >> Vendor folder.

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BENEFIT MANAGEMENT MENUMenu OptionsUpdated 2.27.19

Participants with paper benefits who belong to an eWIC clinic will have benefit options that apply to both types of issuance:

Paper benefit functions should NOT be performed in the eWIC clinic. If any changes need to be made to paper benefits, such as voiding, the PAPER BENEFITS ONLY clinic should be used.

For eWIC only participants, the Benefit Management menu will only display eWIC options:

Add Set of Benefits – not used due to MN Business Rule settings

EBT Household Demographics – maintain authorized and alternate representatives, assign and/or change Primary Card Holder and assign card and look up card number

Print EBT Account Balance – household level; provides real-time account balance; can be displayed on screen (as Word document), printed or saved as a Word file

View EBT Card History – all card activations/assignments and deactivations; view Primary Card Holder signature for card

View EBT Transaction History – household level; view transaction types of Benefit Activity and Redemption Activity during specified time period; each row displays individual member activities

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Benefit Add = issuance (View Details Staff Member staff who issued benefits)

Purchase Completion = redemption (View Details Staff Member staff who issued benefits)

Target Recovery = void (View Details Staff Member staff who voided benefits)

Food Adjustment Wizard – adjust issued benefits for individual household member whose Participant Folder is open

Change a Food Already Issued (ex. Change in formula; change in type of milk issued, etc.)

Add More Formula (ex. Change in BF status, increased formula required for FPIII)

Add Infant Solid Foods (ex. FPIII who received max amount of formula now returning to receive infant foods)

Void Future Benefits

Void Current and Future Benefits – all or nothing; can only void current and future if no redemptions

BENEFIT ISSUANCE

Able to Over-Issue if Using Add More Formula and Less than the Max Allowed is Issued for Two Different Formulas (CDP-384)Added to Transition Guide: 11.29.18

More than the allowed amount of formula could be issued if the following occurs:

Two different formulas were issued; Less than the maximum combined amount was issued; and Participant returns for more formula and Add More Formula is used to increase formula on card

Example: Some-BF infant receives 1 can each of EnfaCare and Elecare for Infants on the WIC Card. Household returns needing more formula. Using Add More Formula in the Food Adjustment Wizard, the Cans Available to Issue is the maximum amount for each individual formula and HuBERT will allow you to over-issue both formulas. If this occurs, you need to ensure that you issue the correct maximum amount for the combined formulas. (In the example shown below, a maximum of only 3 more cans of EnfaCare and 2 more cans of Elecare for Infants should be issued.)

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Households May Have More than One Type of Benefits during TransitionIdeally, all members of a household should have the same type of benefit for the same month. However, there may be instances, especially during the transition to eWIC, where a household will have both paper benefits and a WIC Card. For example, this may occur if a pregnant woman has been issued paper benefits for the current and future months and returns for a postpartum visit with her baby.

With eWIC, ALL paper benefits issued for a month must be voided for HuBERT to reset the LAST LDTU back for that month. Only once the LAST LDTU is reset are benefits able to be reissued to a WIC Card for that month.

There are two options:

1. If NONE of the household’s current month’s benefits have been redeemed: the household should return all current and future paper benefits, which you should void (Benefit Management >> Void Benefits), and then re-issue to the WIC Card for the entire household (assign Primary Cardholder, assign WIC Card, issue current and future food benefits in Benefit Issuance to WIC Card).

2. If any of the household members have redeemed some of their current month’s paper benefits:

The members with redeemed paper benefits keep their paper benefits for the current month and return their future paper benefits to be voided and reissued to a WIC Card.

Other members of the same household who haven’t redeemed any of their paper benefits should return all paper benefits (current and future) to be voided and reissued to a WIC Card.

In this case, some of the household members will continue to have paper benefits for the current month while other members will have their current month’s benefits reissued to a WIC Card. All members will have their future benefits reissued to the WIC Card.

This may be confusing for the participants. Make sure to educate them on using the two different types of benefits, including:

If possible, try not to buy foods on paper benefits and the WIC Card in the same transaction or shopping trip.

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If both paper benefits and the WIC Card need to be used in the same shopping trip, they will need to be separate transactions. Separate the WIC foods and use the paper benefits first, then use the WIC Card for the second transaction.

Lost/Stolen Paper Benefits – eWIC ClinicsOnce you are an eWIC clinic, lost or stolen paper benefits cannot be marked as Lost/Stolen in HuBERT. The system will not reset the Last LDTU for benefits marked as lost or stolen, which means they cannot be reissued.

This is because if a WIC Card is lost or stolen, the food benefits are still stored at the WIC processor for that household; only the mechanism for accessing the food benefits has been lost/stolen. If a WIC Card is lost/stolen, it can be deactivated, and the food benefits transferred to a new card. So, the eWIC system no longer recognizes “lost/stolen”.

The following is a high-level overview of what you should do when paper benefits have been lost/stolen. (Use the Replacing Lost/Stolen Paper Benefits – eWIC Clinic Cheat Sheet.)

If a participant returns indicating they have lost/stolen paper benefits:

Complete required documentation for L/S vouchers – inform not to use Assess redemption – did they use any of their benefits before they were lost/stolen? Assess future benefits – were they lost/stolen? Are they physically on-hand?

No redemption – Current and Future L/S or Current L/S and Future On-Hand: In eWIC clinic

o Void all current and future months’ benefits for householdo Write a General Note with subject of Benefit Issuanceo Set Primary and Assign Cardo Reissue current and future benefits to WIC Card in Issue Benefits screen

Redemption – Current and Future L/S or Current L/S and Future On-Hand: Open PAPER BENEFITS ONLY clinic

o Transfer household o Create food package (if appropriate)o Void all current and future months’ benefits for householdo Add/Replace current month (repeat for other members with L/S benefits)

In eWIC clinico Transfer householdo Set Primary Card Holdero Assign Cardo Issue future months’ benefits for all household members to WIC Card

No redemption OR Redemption – Current L/S and Future NOT On-Hand Open PAPER BENEFITS ONLY clinic

o Transfer household o Create food package (if appropriate)

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https://www.health.state.mn.us/docs/people/wic/localagency/infosystem/hubert/training/ewic/loststolenpaper.docx


o Void current benefits for household members who have L/S benefits for current month (any members without L/S benefits for current month – do NOT void them)

o Add/Replace current month (repeat for other members with L/S benefits) Return to eWIC clinic Have household use rest of paper benefits (current and future). WIC Card will be issued when they

return for their next Nutrition Visit.

Replacing Redeemed Food ItemsUpdated: 02.27.19

With the exception of formula, which can be reissued for the number of cans returned to the clinic, no other redeemed food items can be reissued/replaced. However, if there are food items remaining on the WIC Card in that same category (ex: Milk/Yogurt) that need to be changed, you can use the Change Food Already Issued in the Food Adjustment Wizard to change the food.

Remember, once food items are changed/replaced, the system automatically adjusts/updates the future food items issued to the WIC Card. There is no need to void.

Adding Food Items Not Originally IssuedAdded to Transition Guide: 01.07.19; Revised 3.12.19 (revised example)

Food items cannot be added to the current month’s food package if no food items from that food category were originally issued for that month once any redemption has occurred.

Example: Participant doesn’t want eggs included in their food package because they never buy them. Returns to the clinic because they now want eggs added. If any redemption, eggs cannot be added to the current month’s food package because the egg Food Category wasn’t originally issued.

Any Redemption of Current Month for Participant: The food item cannot be added to the current month. Void Future Benefits, add food item to food prescription, and use Issue Benefits to reissue future benefits.

No Redemption: Void Current and Future Benefits, add food item to food prescription, and use Issue Benefits to reissue for current and future months.

Replacing Benefits Lost in Documented Natural DisasterIn cases of a natural disaster (fire, tornado, floods) where redeemed food items for the current month have been destroyed, you can choose to replace the current month’s benefits by using the Change Household ID Guided Script to move every member of the household to a new Household ID. In Step 2: Remove Current Benefits, select the Reissue a Full Set of Benefits checkbox and select an appropriate package size. The previous card must be deactivated and a new card will be issued as part of the Guided Script.

Index Out of Range Error (CDP-378) Added to Transition Guide: 11.07.18

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An “index out of range error” is displaying when a household member is issued benefits for the first time on the LDTU of another household member.

Example: Mom’s LDTU = 11/5/18 New infant certified on 11/5/18 and issued first set of benefits

The system tries to sync mom’s cycle to the new infant’s cycle instead of syncing the infant to the established cycle.

When you click the Issue Benefits for Selected Members button, the error displays.

Click OK on the error. The Aggregated Issuance for EBT Account screen will open but no food items will display. Close this screen.

There are two options for work-arounds:

1. Manually cycle-adjust by changing the Selected LDTU of to the current date so that the infant gets a 1-day package

2. Issue to the participants separately (the new participant will have a cycle that is off by one day)

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UPC Descriptions for Redemptions Not Displaying on EBT Transaction History Detail Screen (CDP-61)Added to Transition Guide: 2.6.19

In the EBT Transaction History Detail screen, some descriptions for UPCs that are defined in HuBERT are not displaying. UPC Not Found displays instead.

This issued should be resolved in Release 2.34.

Direct ShipUsing Direct Ship to Issue Partial Package of Same Formula when On-handUnlike paper benefits where you could issue part of the same formula as Direct Ship (ex: 4 cans on-hand in clinic issued as Direct Ship while other 5 cans issued to the benefit for October), in eWIC, you can’t issue to the WIC Card and direct-ship a partial quantity of the same formula for the same month.

Unable to Direct Ship when Adding More FormulaThe option to Direct Ship formula when using the Add More Formula function in the Food Adjustment Wizard is not available.

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However, you can use Change a Food Already Issued after Add More Formula if you want to Direct Ship the entire quantity (the amount you just added plus the amount already on the card, which displays in the Cans of Formula Available to Issue column).

Direct Ship Formulas Can be Re-issued in Step 2 of Household ID Change Guided ScriptWhen a benefit set has been direct-shipped and the participant changes to a new household, the amount of formula previously direct-shipped displays in the Quantity column.

Although Direct Ship benefits are immediately redeemed if the Printed First Date to Use is in the past (or the current date), you should assess the foster care situation (was the formula given to the foster care provider) and whether the formula needs to be re-issued, or the quantity decreased as appropriate.

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Incorrect Description Displays on Direct Shipped Benefit Items ScreenAdded to Transition Guide: 11.07.18

When direct-shipping formula, the Direct Shipped Benefit Items screen displays the incorrect description. This is a display issue. The correct formula will be issued to the WIC Card.

Issuing BenefitsAn additional screen has been added for the benefit issuance process for eWIC. This new screen shows an aggregate view of the household benefits. In order to issue benefits, you will now need to send the Data to the EBT Processor as well as save the data to HuBERT.

However, although there is an additional screen when issuing eWIC benefits, the amount of time it takes to issue has been found to be the same for the following reasons:

No longer have to collect signature; Benefits being sent to the queue can take longer when multiple staff are printing; and

Staff no longer have to go to a printer to retrieve paper benefits.

Fully-BF Infants Issued Foods and Returning for FormulaFor fully breastfed infants, returning for formula, who have been issued the increased quantities of infant fruits/vegetables, meats and cash-value benefits (CVB), assess whether food items have been redeemed for the current set of benefits.

Click on Benefit Management >> Print EBT Account Balance

Redemption has occurred if any quantities of the infant foods is less than the original amount:

24 oz. infant cereal 31 jars infant meats 32 jars infant fruits/vegetables $8.00 CVB

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Redemption: Change the Breastfeeding Amount in the Health Information tab Click on Benefit Management >> Food Adjustment Wizard Use Add More Formula to issue formula

No redemption: Click on Benefit Management >> Food Adjustment Wizard Void Current and Future Benefits Change the Breastfeeding Amount in the Health Information tab

Re-issue benefits in the Issue Benefits screen

FOOD PACKAGEIssues that Occur when Changing Types of Juice Issued to the WIC Card (CDP-392)Added to Transition Guide: 02.27.19

Changing Juice from Frozen Concentrate to Ready-to-Drink in the Food Adjustment Wizard Requires a the Special Prescription Screen to be CompletedIf Frozen Concentrate Juice is issued to the WIC Card and then changed to Ready-to-Drink Juice in the Food Adjustment Wizard’s Change A Food Already Issued, the system is displaying the Special Prescription Item window and requiring it be completed. This information does not appear to be saving to the database.

Unable to Issue Full Quantity of Frozen Concentrate when Changing from Ready-to-Drink to Frozen Concentrate JuiceConversely, if Ready-to-Drink Juice is issued to the WIC Card, which has a quantity per unit of measure (UOM) of 1, and then changed to Frozen Concentrate Juice, which has a quantity per UOM of 2, you will not be able to issue 2. The system will limit you to the maximum allowed based on the initial issuance of the Ready-to-Drink Juice and you will only be able to issue a quantity of 1 for the current month.

Work-Around: These issues will not occur as long as you review the food package prior to issuance and ensure the correct juice is being provided based on the participant’s desires. If you do have to make a change in the type of juice, and there hasn’t been any redemption, use the Void Current and Future Benefits in the Food Adjustment Wizard, correct the food prescription and reissue the benefits to the WIC Card in Issue Benefits. If there has been redemption, void the future months so that the change only has to be made in the Food Adjustment Wizard for the current month, correct the food prescription, and reissue the future benefits in Issue Benefits.

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Infant Food Prescriptions - BananasBananas will no longer be provided as a separate food item for 6 and 9-month old infants. A new food package will need to be created for any current food packages containing bananas and any future food packages containing bananas will need to be edited.

When editing, bananas should be deleted and the jars of infant fruits and vegetables increased by 4.

If a food package still has bananas when issuing benefits, the following error with “Distribution ID: 110” will display:

Simply click OK on the message, exit Benefit Issuance and correct the food package.

Nonfat Powdered MilkA new food item for Nonfat Powdered Milk, which is only issued in gallons, has been added for eWIC. You will need to create new, or edit existing, food packages for any participants with nonfat powdered milk in their current or future food packages, selecting the Nonfat powdered milk (gallons) - eWIC ONLY food item instead.

If a food package still has one of the previous nonfat powdered milk options when issuing benefits, an error with “Distribution ID: 20” (or 21, or 22) will display:

Simply click OK on the message, exit Benefit Issuance and correct the food package.

NOTE! The conversion values for the new nonfat powdered milk food item that will only be provided in gallons is:

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Nonfat Powdered Milk Container Size Quarts Gallons9.6 ounce container 3 quarts ¾ gallon25.6 ounce container 8 quarts 2 gallons64 ounce container 20 quarts 5 gallons

DEMOGRAPHICSClearing Telephone 1 Results in Error (TMP-343)If a participant no longer has a phone number and you need to clear the Telephone 1 field, a “Conversion String” error (below) will display when attempting to save the change to Demographics.

The work-around for this issue is to enter all zeros for the telephone number (000-000-0000).

TRANSFERSDuring transition to eWIC, if possible, a household should use all paper or eWIC benefits prior to transferring to a new agency.

Always ask what type of benefits they have: paper or WIC Card.

If an eWIC clinic and the participant has paper benefits OR a NON-eWIC clinic and the participant has a WIC Card, more time may need to be scheduled for the transfer process.

In-State TransfersIf an in-state transfer is initiated when opening the Participant Folder, the new Transfer Participants screen opens and requires EBT data to be sent in order to communicate the clinic change.

Clicking Cancel or Exiting the EBT ProcessDo not click Cancel on the “This clinic change must be communicated to EBT Process” message or click Exit on the EBT Household Demographics screen.

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Doing either of these things will lock the folder and the transfer will not be completed.

To unlock the folder, close it and re-open it to re-initiate the transfer process.

The EBT Household Demographics ScreenThis is the only time EBT data can be sent without first setting a Primary Card Holder. (NOTE: Although a Primary Card Holder and card can be assigned at this time.)

Deactivated WIC Cards Can Be Thrown AwayAdded to Transition Guide: 03.12.19

Once a WIC Card has been deactivated, the card can no longer be associated with its original house-hold or another household, used to purchase food items, or linked back to any identifying information. Therefore, once deactivated, the Household ID written on the back of the card should be made illegible with a permanent marker and then the WIC Card can be thrown away.

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eWIC-Clinics: Reissuing Paper Benefits for Transfers and Food Rx ChangesAny time you have a current set of paper benefits that need to be adjusted, you must use the following process.

Some examples include:

Paper benefits issued in your clinic and participant now needs a food package change for the current month;

Breastfeeding amount changes for current month and additional formula is needed;

Transfer from a non-eWIC clinic and participant needs a food package change for the current month; and

Transfer from non-eWIC clinic and food package for the current month and also needs a Household ID change.

Assess RedemptionsIf the household calls you before coming to clinic, tell the participant to bring all current and future paper benefits since the future benefits will be voided and issued to a WIC Card instead. The household will use all their current paper benefits.

No redemptions: Void current and future benefits (once in hand) and reissue onto WIC Card for whole household. If future benefits are not physically in-hand:

Void them (do NOT mark them as Lost/Stolen); Write a Note with subject of Benefit Issuance indicating why benefits are being voided; and Advise the household that the benefits can no longer be used and should be destroyed.

Redemptions: Any adjustments to the current food prescription and re-issuance of the current month’s paper benefits are completed as you would have completed them prior to eWIC.

1. Click the Clear button on the Participant List screen to clear all search criteria

2. Click on File >> System Tools >> Select Clinic

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3. Select ### - ###-PAPER BENEFITS ONLY

4. You are now working in the PAPER BENEFITS ONLY clinic, which displays at the top of the Participant List screen

5. Search for the participant

6. Open the Participant Folder so that the participant is transferred to the new clinic

7. Update Health Information as appropriate

8. In the Food Prescription tab: make the appropriate food prescription changes for current and future food packages (so that the correct future food packages will be issued when they are issued to the WIC Card)

9. Void all future paper benefits (if not physically in-hand, write Note)

10. Click on Benefit Management >> Add/Replace Set of Benefits

11. Reissue current month of paper benefits for participant for whom the food package was changed

12. Click the Clear button on the Participant List screen to clear all search criteria

13. Click on File >> System Tools >> Select Clinic

14. Select the eWIC clinic you were originally working in

15. Search for the household

16. In EBT Household Demographics: Set the Primary Card Holder and Assign the Card

17. Issue future benefits to a WIC Card for all household members

NOTE: If changing Household ID and adjusting a food prescription, make the Household ID change in the PAPER BENEFIT ONLY clinic also.

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Non-eWIC Clinics: Transferring Agencies and Reissuing BenefitsThe following pages provide instructions for three scenarios that may occur if a household transfers from an agency issues eWIC benefits to paper benefits. These should only happen in rare instances. Assessment of the necessity of performing these changes should always be made and in most instances, the household should use all current benefits before changes are made to the food package.

Scenarios:

Scenario #1: Infants requiring a change in formula for the current month

Scenario #2: Participants requiring a food item change for future months Unless absolutely necessary, we recommend waiting until they’ve used all previously issued benefits before making the food prescription change.

Scenario #3: Participants requiring a Household ID change (i.e. custody change)

In general, the previous and transfer agency must both be available to complete these instructions.

NOTE! When transferring, all members of a household MUST have the same form of benefits (WIC Card or paper) for all months issued.

The instructions for the three scenarios are provided on their own pages for easier reference.

Next Page

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Scenario #1: Infants Requiring a Change in Formula for the Current Month

eWIC to NON-eWICHousehold has WIC Card and is transferring to a paper-benefit agency

Outcome: New formula issued to WIC Card for any existing benefits.

Non-eWIC Clinic Search Statewide and open the infant’s Participant Folder to transfer the household into your

clinic. Update the address as appropriate.

If the formula change is CSP or Medical Formula, follow the non-eWIC clinic’s policy for docu-mentation. All documentation must be in place prior to contacting the eWIC clinic.

Retrieve any unopened cans being returned.

Create a new food prescription reflecting the formula change.

If needed, update the Health Information screen.

Close all folders for the household and clear the Participant List screen.

Call the participant’s previous eWIC local agency. Information to provide: number of cans re-turned.

eWIC Clinic Search Statewide and open the infant’s Participant Folder to transfer the household into your

agency. Do NOT update the address.

Ask the non-eWIC agency if any cans were returned.

Use the Food Adjustment Wizard to Change a Food Already Issued, selecting the new formula.

Issue the new formula to the WIC Card for existing months.

Non-eWIC Clinic Have the participant confirm issuance of the new formula using the My MN WIC App, Customer

Service or Web Portal to verify that the new formula appears in their benefit balance.

Inform the participant when to return for next set of benefits at your clinic.

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Scenario #2: Participants Requiring a Food Item Change (such as Milk to Lactose-free)In general, the current benefits should not be changed. The household should be advised to use all of their current benefits and that the change can be made to their future benefits. Unless absolutely necessary, we recommend waiting until they’ve used all previously issued benefits before making the food prescription change.


Outcome: Future WIC Card benefits voided for entire household; future paper benefits re-issued to entire household.

Non-eWIC Clinic Inform the participant you are unable to adjust their current benefits but can correct their fu-

ture benefits. Tell household to come to the new clinic after they’ve used all of their current month’s benefits and before the date of their next PFDTU to be reissued future benefits (to en-sure future benefits are not used).

Search Statewide and open the Participant Folder (of the participant needing a different food item) to transfer the household into your agency. Update the address as appropriate.

Create a new food package/prescription with the new food item and an Effective Date of the next PFDTU.

Add Alert: “Needs <new food item>. FP has been updated. Contacted eWIC clinic. Ppt coming back <date>. - <staff initials>


Call or email the participant’s previous eWIC local agency.

eWIC Clinic Search Statewide and transfer the household into your agency. Do NOT update the address.

Use the Food Adjustment Wizard to Void Future Benefits for each member of the household.


Let the Non-eWIC clinic know when the voids for all household members have been completed.

Non-eWIC Clinic When the household comes to your clinic, search Statewide and transfer the household back

into your agency.

Use Issue Benefits to re-issue paper benefits for future months to the entire household.

Provide ID Folder.

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Delete previous alert. Create new alert: “Household was previously eWIC. When clinic is eWIC, deactivate old card and assign new card.”

Scenario #3: Participant Requiring a Household ID Change (i.e. Custody Change) – pg 1


Outcome: No Redemption = current and future benefits voided; HHID changed, re-issued paper benefits. Redemption = HHID changed in eWIC Guided Script; current benefits re-issued to new WIC Card; future benefits voided.

Both agencies need to be available for this process to be completed.Non-eWIC Clinic

Search Statewide and transfer the participant into your clinic - remove checkmarks in front of other household members in the Transfer Participant(s) screen

Obtain all agency-required information/documentation for custody change (if moving to foster care)

Close the Participant Folder and clear the Participant List screen.

Call the participant’s previous eWIC agency.

eWIC Clinic Search Statewide and transfer the participant into your agency - remove checkmarks in front of

other household members in the Transfer Participant(s) screen

Verify the Redemption Activity (enter PFDTU for current benefit set into Start Date field)

o NO REDEMPTION eWIC Clinic: Use Food Adjustment Wizard to Void Current and Future Benefits

Non-eWIC Clinic: Perform Household ID Change, issue paper benefits, pro-vide ID Folder

o REDEMPTION Non-eWIC Clinic

Inform care giver they will receive the current month’s benefits on a WIC Card issued by previous agency. Ask whether they prefer to pick-up the WIC Card at their previous clinic or have them mailed to them.

Call the participant’s previous eWIC agency. Information needed: ad-dress, primary cardholder’s name and date of birth, and relationship. As-

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sess the appropriate package size that should be re-issued for the current month (Full, ¾, ½)

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Scenario #3: Participant Requiring a Household ID Change (eWIC to Non-eWIC) – Pg 2 eWIC Clinic

Use Change Household ID Guided Script to change Household ID

o Determine New Household - select Create New Household

o Remove Current Benefits - select Reissue a Full Set of Benefits checkbox and package size based on Non-eWIC clinic’s assess-ment

o Remove Cards - click Send EBT Data button

o Review New Household EBT Demographics - update Date of Birth for Authorized Rep, Set Primary Cardholder, Assign Card, and Send EBT Data

o In Capture Electronic Signature, sign with your signature and write “-HH Change ID” regardless of which option (mailed or pick-up) the Primary Cardholder chooses

o Add Benefits to New Household - Send EBT Data

One month of benefits is issued to WIC Card; future benefits are auto-matically voided.

Mail or hold WIC Card for pick-up based on Primary Cardholder’s decision

Give Non-eWIC clinic the card number

Non-eWIC Clinic Help Primary Cardholder set PIN and verify the new account balance us-

ing the My MN WIC App, Customer Service, or Web Portal

Document in Notes, with Subject of WIC Card, that a card was issued due to Household ID change.

Inform the Primary Cardholder when to return to receive the next set of benefits

o If still paper benefit clinic when participant is to return (roll-out will not have started yet), create alert: “Household was previous eWIC. When participant returns, deactivate old card and assign new card.”

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o If eWIC roll-out has begun for your clinic when participant is to re-turn, issue new benefits to the same card.

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