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TRANSCRIPT
2020 WIC Vendor Annual
Training
Illinois Department of Human Services
Tel. 844-901-0962
Email: [email protected]
Website: www.dhs.state.il.us/wicvendor
New Annual Training Format
Welcome to the Annual Training Webinar
No Proof of Attendance Form is required Proof of attendance will be
documented by a report generated at the end of the class showing who has enrolled and time active in the class.
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WIC Vendor Web Page
www.dhs.state.il.us/wicvendor
Go to this webpage for up to date information and forms including
WIC Vendor Complaint Form
WIC Vendor Voluntary Withdrawal Form
WIC Vendor Change of Information Notice
Minimum Supply List for Vendors & Pharmacies
Illinois Authorized WIC Food List
Illinois WIC Program Approved Infant Formula Suppliers
WIC FAQs
Minutes from monthly WIC Vendor Outreach Calls during EBT Rollout
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Training Notes
All slides in this presentation are available from the DHS WIC Office at [email protected]
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COVID-19 WIC Updates
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Communications and DHS Staffing
Most communications to our vendors will be taking place via email effective immediately.
It is imperative that all WIC Vendors provide a valid email address to avoid delays in communications.
Vendors are responsible for all communications sent to them electronically or via postal mail.
Go to www.dhs.state.il.us/wicvendor for regular updates regarding the current COVID-19 pandemic and its effects on WIC Vendor Related Issues.
WIC State Office staff are currently working remotely. They are still available during normal office hours by email and phone, however there may be a delay in response.
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Current Notes
Let the WIC Vendor Relations Unit know if your store needs to temporarily close. This will allow us to help participants find other places to shop.
WIC participants are to be allowed to purchase the quantity of items on their WIC checks if stock is available, regardless of the store's quantity limit.
There is currently a waiver in place, granted from the USDA through June 30, 2020 to allow the substitution of milk for any available fat content.
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General WIC Guidelines & Regulations
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What is WIC?
WIC = Women, Infants, and Children
Funded by the United States Department of Agriculture (USDA)
Run by the Illinois Department of Human Services (IDHS)
Provides nutrition education and healthy supplemental foods to:
Pregnant women Breastfeeding women Postpartum women Infants Children up to the age of 5
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Program Eligible Stores
Stores must meet the following standards to be eligible to be WIC Authorized Retailers:
Make less than 30% of profit from alcohol sales
Make less then 50% of food sale profit from WIC
Maintain minimum stock requirements Purchase infant formula from an
approved source Sell WIC foods at prices within
statewide averages; and Follow the rules as outlined in the
contract, Vendor Management Code and Federal Regulations.
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Contracts:Grocery vs. Pharmacy
Grocery Contracts Are not required to stock special
medical formulas to WIC participants If a store with a grocery contract
chooses to stock a Special Medical formula, it must be sold to the WIC participant presenting the Food Instrument.
Pharmacy Contracts Are required to provide Special Medical
Formulas Must be able to obtain formulas within
24 hours if requested by the participant.
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Retail Vendor Responsibilities
All Vendors must keep a copy of the Vendor Management Code bearing an effective date of September 1, 2006.
Must be available to all management staff
Code can be found at www.dhs.state.il.us/wicvendor
All store must be familiar with federal regulations from USDA.
This regulatory source is the final arbiter of what food may be purchased with WIC vouchers and of the rules that must be followed by stores that accept WIC Vouchers
Can be found at www.dhs.state.il.us/wicvendor
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WIC Vendor Management
Code Sections
Section 672.425 WIC Retail Vendor Responsibilities
Section 672.505 Federally Mandated Vendor Sanctions
Section 672.510 State Agency Vendor Sanctions
Section 672.515 Vendor Rights Regarding Notice & Appeal
Section 672.520 Breach of Contract
Section 672.450 Assignment or Transfer
Section 672.460 Voluntary Withdrawal from the WIC Vendor Contract
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Change of Information /
Transfer of Ownership
Vendors must notify the Department with advanced written notification of any change in vendor ownership, store location, or cessation of operations.
Any changes to vendor information in the contract will terminate the vendor agreement.
If a store is sold and a new owner is operating with the old owner's authorization stamp, the previous owner is liable for any violations that occur under the operation of the store.
DHS Must be notified of any changes to the following as well:
Name of the Contact Person Updated Phone Numbers Store Email Address Increase in the Number of Cash
Registers
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Communication
DHS will primarily communicate important updates and training information via EMAIL moving forward.
It is the vendor's responsibility to be aware of all communications from DHS regardless of how it has been communicated to the store.
Vendors may contact the DHS WIC Vendor Relations Unit in any of the following ways:
EMAIL: [email protected] PHONE: 844-901-0962 MAIL:
DHS WIC Vendor Management Unit815-823 E Monroe StSpringfield, IL 62701
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E-WIC Training
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What is eWIC?
eWIC is short for "WIC EBT" (EBT = Electronic Benefit Transfer)
WIC food benefits are issued on a card with eWIC
IL WIC maintains a list of items that can be purchased, called the Approved Product List (APL)
The APL has UPCs and other information which ensures that participants receive healthy WIC foods and that vendors are reimbursed at the correct dollar amount.
eWIC Processor – Illinois WIC has contracted with Solutran to help implement eWIC and manage the payment and reconciliation process for stores.
8th Day Consulting is also a Sub-Contractor that is performing Vendor Outreach in the preparation process for eWIC.
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Region 4 - Pilot
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Regions 1 & 2
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Region 3
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Region 5
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Level 3 Certifications
Who will go through a Level 3 Test in person
All non-chain stores with an integrated POS will be visited
At least 1/3 of chain stores in each region will be visited
Stand-Beside stores will receive setup and step by step instructions by phone upon delivery of the machine.
Steps of a Level 3 Certification WIC Purchase WIC Void / Reversal WIC Balance Inquiry
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Benefits of eWIC to
Stores
NO WIC ID Folder needed for transactions
No Checking of Voucher Dates
No Writing Purchase Amounts on Vouchers
No Signatures Required
Fewer chances for Cashier Errors
No More Over-Priced or Rejected Vouchers!
Vendors will be paid the shelf price, or the Not-To-Exceed (NTE) amount, whichever is lower.
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New Challenges
for Stores
Troubleshooting procedures will change
Cashier may not know that the customer is paying with WIC unless there is a problem – for integrated POS only.
No Over-rides possible
Some stores will still need to perform separate transactions for WIC items
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Benefits and Challenges to
WIC Customers
Benefits include Faster Checkout Buy what they need, when they need it More discreet Challenges may include New process to learn Stores may operate differently
(integrated vs. Stand beside systems) Conversions / Units of Measure Items not in the APL Items not included in benefits
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Understanding the APL
Transaction is driven by: Approved Product List (APL) Benefits available on the WIC Card
The APL is a list of UPCs organized by categories and subcategories. Examples:
Category – Low-Fat / Non-Fat Milk Subcategory – Skim
If a food is in the APL in a category or subcategory in their available benefits, they can purchase it with the WIC card.
Overrides and substitutions are not possible.
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Implications for the APL
Certain higher-priced items will be in the APL
Stores that charge more than the maximum will only be reimbursed the NTE amount.
Store brands available only at stores that do not accept WIC Cards will not be in the APL (Aldi, Costco, Sam's Club, Dollar Stores)
IL WIC will add new "any brand" foods as needed.
APL will be updated frequently
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Mapping Fresh
Produce UPCs to APL
Vendors with integrated cash register systems required to map fresh produce UPCs to corresponding Price Look-Up (PLU) code in the APL
PLUs set by the International Federation for Produce Standards (IFPS) for all fresh produce included in APL.
Vendors may map fresh produce UPCs to generic PLU code 4469.
Stand-beside users will enter PLU code when processing fresh produce.
If PLU is unknown, manually enter 4469
PLUs should not be used for canned or frozen fruits or vegetables
UPC codes will be maintained in APL
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Submitting UPC Request
for APL
If a food item is not scanning as a WIC approved item, a request can be submitted to have the product reviewed.
UPC Submission form and directions are located on the DHS WIC Vendor page at www.dhs.state.il.us/wicvendor
All submissions must be for a product that is currently approved on the Illinois WIC Authorized Food List
Include photos the clearly show the Nutrition Facts, including ingredients, size, UPC, product name and brand.
Submit completed forms and photos to [email protected]
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APL Maintenance
Vendors are expected to Keep their APL files up to date Notify IL WIC if a UPC needs to be
added to the APL Sell only WIC allowed items in exchange
for WIC Benefits
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Understanding WIC Shopping List & Benefit
Balance
WIC Shopping list Print out provided by the WIC Agency is
only accurate before any purchases are made at the beginning of the benefit period.
Benefit Balance Benefits listed as combined household
totals Automatically loaded and removed on
first and last day to use Available food categories and quantities
listed Participants can check balance by:
Shopping List from WIC Clinic Website www.mybnft.com Phone (833-916-1509) Illinois WIC App Receipt from last eWIC Transaction Balance Inquiry at the store
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Pricing
Not-to-Exceed (NTE) Prices will be determined based on the average price for food items within a vendor peer group.
Vendors must charge current shelf price minus any discounts
Charges for WIC transactions must be less than or equal to charges to regular customers
Vendors cannot set their prices at the NTE and charge other customers less. This is a federal violation for which a vendor can be disqualified.
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EWIC Transaction Basics
EWIC Card
4-digit PIN Never ask for a shopper's PIN PIN locks after 4 incorrect attempts
EWIC transactions can vary from store to store Integrated POS
Swipe the card at the end
Stand Beside Swipe the card at the beginning & end
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Integrated Cash Register
Have programmed Point of Sale (POS) systems that process eWIC
Only requires one scan / entry of WIC items
Capability of doing "mixed basket" transactions – no separating POS knows which items to
deduct from the WIC balance WIC Customers will still be
encouraged to group WIC items during WIC transactions at this time.
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Integrated Cash Register
Steps
Cashier rings up foods
Customer swipes WIC card and enters PIN
POS prints out midpoint receipt, cashier hands it to customer for review
If everything is as expected, customer approved transaction
If there is an unexpected balance, offer to remove the item(s) not covered by WIC before the customer approves the transaction
If there is no remaining balance, the transaction is over. If there is a remaining balance, customer pays with SNAP, or other forms of payment.
Cashier provides a final receipt to the customer which shows new WIC Shopping List Balance.
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Order of Tender in
Mixed Basket Transactions
Integrated POS will allow mixed basket tenders with eWIC.
Vendors should make sure that the following order of tender is used:
eWIC SNAP EBT card (LINK) - if being used Cash, Debit/credit, check, gift card
Stand-Beside POS Mixed Basket transactions will not be authorized.
Coupons and loyalty are always allowed.
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Stand-Beside Terminal
Stores receive stand-beside terminal from Solutran a few weeks prior to rollout date
Requires two entries of WIC items –must separate WIC from non-WIC One scan in the stand-beside
terminal One scan in the store system
terminal – to maintain accurate inventory counts
One WIC capable lane must always be open
No WIC only lanes allowed.
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Stand Beside Terminal
Steps
Customer separates WIC foods from other items
Cashier activates the WIC purchase option
Customer swipes the card through the card reader & enters PIN
Cashier scans barcodes and enters prices into the stand-beside terminal for each item
Fruits & Vegetables will need to have prices entered
Cashier completes the transaction and provides receipt to the participant
Cashier may print a merchant copy of the receipt as well.
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Troubleshooting
If you experience a problem with a purchase, you may take the following steps to try to assist the participant:
Use the Authorized Food List to verify that an item is on the approved list
Check package size, flavor, is it organic, additives
Check the Benefit Balance for the customer to make sure that:
There are enough ounces or units left to buy the item
Is the item on the shopping list
Explain that no overrides are possible If it seems like an item should be WIC
allowed, please complete the UPC Submission form found on the DHS Website.
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Transition Process
All WIC Authorized Vendors must continue to accept paper vouchers throughout entire roll-out
Vouchers may continue to be in circulation until the beginning of 2021
Keep vendor stamps until further notice
No eWIC transactions may be processed until a vendor has received L3 Certification status
Any questions may be submitted to [email protected] for further guidance.
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Authorized Foods
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WIC Authorized Food Lists
Authorized WIC Food List from 2019 will remain in effect and will be used for all paper vouchers
Authorized WIC Food List for 2020 will be applicable when an eWIC card is being used.
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WIC Authorized
Foods
WIC Authorized Food Lists define which foods can be purchased by Illinois WIC clients
These foods are determined based on nutritional needs of participants.
NO substitutions are allowed
No returns are allowed. Once these items are sold, no exchanges are allowed.
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Least Expensive
Brands
WIC participants must choose the "Least Expensive Brand" of the following items:
Milk, Cheese, Eggs, and Peanut Butter.
The term "Least Expensive Brand" is printed next to these items on the food instrument and on the Approved Food List.
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Least Expensive
Brands -Example
The store has the following selection of milk in gallon containers:
Deans Skim = $3.71 Shop N Save Skim = $3.69 Essential Every Day Whole = $3.79 Gallikers Whole = $3.81
If the FI indicates 1% or skim milk, the participant must select Shop N Save because it is the Least Expensive Brand of skim milk available.
If the FI Indicates whole milk, the participant must select Essential Every Day Whole because it is the Least Expensive Brand of whole milk available.
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Meats & Beans
The meat and beans group on the WIC Food List says, "Dry beans, Peas or Lentils" but the Food Instrument itself reads "dry beans".
As these are the same food group all three are allowed even though the Food Instrument only reads "dry beans".
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Infant Formula: Sources
The Food and Nutrition Service (FNS) requires states to control where Vendors purchase infant formula.
IDHS provides a list of approved sources of infant formula which can be found on the WIC Vendor Web Page.
Vendors must obtain their infant formula from a source on this list.
If a vendor wishes to add a wholesale source, they may use the "Change of Information Notice" form on the DHS WIC Vendor Page to submit the request.
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Infant Formulas:
Contract & Special
Medical
Contract Formulas are the common types provided by the manufacturer that has the contract with the state.
Special Medical Formulas are specialty formulas that are usually ordered through Pharmacies rather than Grocery Stores.
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E-WIC Food List ChangesChanges between Paper Voucher Authorized Food List & E-WIC Authorized Food List
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Changes with EBT Roll-Out
Grains
100% Whole Wheat Bread & Buns – 16oz Any Brand is acceptable except organic types.
100% Whole Wheat Pasta – 16oz Any Brand, any shape are acceptable "Whole
wheat flour" and/or "Whole durum wheat flour" must be the only flours listed in the ingredient list.
Added vegetables, sugars, fats, oils, salt, or organic are not allowed.
Bulgur – 16oz Added this food item. Any Brand allowed
Brown Rice – 16oz Any Brand of regular or instant is allowed Not allowed – organic or with seasonings
100% Whole Wheat Tortillas – 16oz Added this food item. Any Brand allowed. "Whole wheat flour" must be the only flour listed
in the ingredient list.
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Changes with EBT Roll-Out
Milk / Dairy
Milk – least expensive brand Under only allowed when printed on
Shopping List Added UHT Removed quarts and instant non-fat
dry
Yogurt – 1 quart (32oz) Added this food item Plain or flavored allowed in the
following brands: Great Value, Jewel, Meijer, HyVee, Schnucks, Dannon, Yoplait, Kroger
Not allowed are drinkable, organic, Greek, artificial sweeteners, mix in ingredients such as granola or similar ingredients.
Cheese – Least Expensive Brand Added organic not allowed
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Changes with EBT Roll-Out
Meats and Beans
Canned Beans, Peas & Lentils – 15-16oz cans
Removed term "mature" added peas & lentils
Added organic to not allowed list
Peanut Butter – Least Expensive Brand Added organic to not allowed types of
peanut butter
Tofu – 16oz Added food type Plain, any texture, refrigerated or shelf-
stable of the following brands: Azumaya, WestSoy, House, Nasoya
Not allowed: Added fats, sugars, oils, sodium or seasonings
Eggs – Least Expensive Brand Removed "1 dozen" from the food list.
Canned Fish – 5oz Added organic to not allowed types of
canned fish.
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Changes with EBT Roll-Out
Juices, Baby Fruits &
Vegetables
Juice – Unsweetened 100% Juice Removed wording "only allowed when
printed on Food Instrument: Single Serving Cans"
Baby Fruits & Vegetables Removed "(classics)" from Beech Nut
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Minimum Stock Requirements
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Purpose of Minimum
Stock Requirements
Exists to ensure that participants can get all foods prescribed on their WIC Food Instruments when they shop in your store.
Outside Chicago – based on enough food for two (2) women, two (2) infants, and two (2) children for all vendors
City of Chicago – based on enough food for three (3) women, three (3) infants, and three (3) children.
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Pharmacy Requirements
Only required to stock minimum quantities of infant formula & fruits & vegetables.
Not required to stock the minimum quantities of infant cereal
Must be able to provide Special Medical Formulas within 24 hours of the request.
Pharmacies that stock other WIC foods must sell them to WIC participants shopping in their store.
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Fruits & Vegetables
Requirements
Stores with less than 5 lanes may meet the requirement by stocking canned or frozen fruits and vegetables
Stores with 5 or more lanes must stock fresh fruits and vegetables.
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Food Redemption ProcessPaper Checks
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Food Instruments
Negotiable Voucher (check) issued by a local WIC agency that prescribes the quantity, size, and type of authorized foods needed by a WIC participant for a designated time period.
Designates the "Maximum Value" that will be paid for those foods.
Participant takes the FI to a vendor to buy the quantity, size and type of food on the FI.
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Food Instrument Sample – Milk, Eggs, Cereal, Juice
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Food Instrument Sample – Infant Formula
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Food Instrument Sample – Fruits & Vegetables
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No Refunds, Exchanges or Substitutions
Cashiers must be familiar with the food list and the food instrument redemption process.
They are the final check of client purchases for both brands and packaging.
Once the product leaves the store, the store no longer has control over the sanitary integrity of the product.
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WIC ID Card
All participants receive a WIC ID card which includes:
name of participant(s), signature of the participant or the
parent/guardian, signature of any authorized proxy(ies),
and name and address of the issuing WIC
agency.
Use the WIC ID card to determine if the WIC ID card and Food Instruments are valid for redemption.
If ID card is not signed, it is not valid. Customers are not allowed to sign the
ID card during the WIC transaction. Issuing WIC agency must witness the
holder of the ID card sign the card.
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Sample WIC ID Card66
WIC ID Card (cont'd.)
If there are any discrepancies, the vendor may request another form of identification in addition to the Illinois WIC ID card to match the name on the WIC ID card with the name of the responsible person listed on the ID presented.
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Participant Signature
Participant must sign the Food Instrument at the point of sale.
IF THE PARTICIPANT PRESENTS THE FOOD INSTRUMENTS ALREADY SIGNED, THEY ARE NOT VALID.
Refer clients back to the WIC Agency with their Food Instrument to resolve this type of problem.
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Eligibility Dates
Checks are valid for at most a 30-day period.
The Cashier must determine that the Food Instruments are within the time frames listed.
Food Instruments should not be accepted prior to the "First Day to Use" or after the "Last Day to Use"
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Maximum Value
Max value printed on the FI is maximum dollar amount WIC will pay the vendor for food listed on FI.
Max Value is NOT a purchase limit.
If participant purchased correctly based on FI list, vendors may not ask them to return items regardless of store price of product.
Actual Cost of items on FI may exceed max value.
It is responsibility of store to adjust cost of item to match max value of FI.
FIs deposited for more than the maximum value will be returned.
Vendors are responsible for training employees on store process to discount transactions to amount less than or equal to max value.
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Redemption Process
Before finalizing the transaction, vendors must make sure the participant has selected only:
WIC Approved foods listed on the FI and Chosen the Least Expensive Brands of
milk, cheese, eggs and peanut butter, or the correct formula.
Once the transaction has been finalized, WIC purchased products CANNOT be returned or exchanged.
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Discounts
WIC participants must receive the same discounts, sale prices, cost reductions and courtesies as those shopping with cash.
Store personnel must assure that WIC participants are given every applicable discount whether it's a reduction in price or an increase in quantity.
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Discounts -Examples
Buy One Get One Free (BOGO) Quantity discount allows a WIC shopper to
get more of a WIC item.
Buy One Get One at Reduced Cost The second item might be the same or
different from the first, but if both are WIC items on the WIC check being used for this purchase the shopper gets the item at the reduced cost.
Bonus Size Items, Free Ounces If the manufacturer is offering a bonus
sized bag of cereal, for instance a 40-ozbag for the same price as the 36-oz bag.
Transaction Discounts For as eample 10 for $10 or $10 off
purchases of $50 or more.
Store Loyalty or Rewards Cards Not required, but participants may use
them.
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Actual Amount of
Sale
Current shelf price of the products selected less any store sale, coupons or store discounts = Actual Amount of Sale
Any sales, coupons & store discounts must be deducted from the price charge.
Once the amount of the sale for the FI is known write it in the box "Actual Amount of Sale"
If the sale is less than the maximum value, then that is the amount written.
If the sale is over the maximum value and the client chose correctly, the most that can be written is the Maximum Value.
Participants CANNOT be asked to pay the difference for formula or groceries and will only have to put fruit and vegetables back if they cannot meet the split cost with SNAP or cash.
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Finalizing Sale
After the "Actual Amount of Sale" is written in the box on the FI, the participant, proxy or caretaker must signthe individual FI.
If the FI is not signed prior to the customer leaving the store, you will lose the entire value of the FI
Name or Signature must be on the Illinois WIC ID card presented prior to the transaction.
No cash can be taken, or change given for WIC purchases
Unless it is for the cash part of a split tender fruit and vegetable purchase.
NO Sales Tax can be charged State of Illinois Tax Exempt Number is
99984-0987-03 Note in a split tender sale, the part of the
purchase paid for with cash is taxable and requires a receipt.
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Fruits & Vegetables
Vouchers
WIC families can purchase dollar amounts of fresh, frozen and canned fruits and vegetables with special cash value WIC vouchers.
Cash Value Vouchers (CVV) will be processed at the point of sale like other FI.
Store will retain a receipt record in some format.
Customers may not receive change back if they choose an amount of fruits / vegetables less than what the voucher is worth.
Split tender is allowed for fruit and vegetable sales.
Any version of cash used is subject to tax and will require a receipt.
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Vendor Stamp /
Vendor ID
Each authorized vendor has a Vendor ID number issued by DHS.
All FIs must be validated with a stamp of the vendor ID prior to depositing.
Vendor Stamps must be clean and use dark (black if possible) ink
Do NOT use a highlighter on any part of any check.
Vendors are responsible for obtaining additional or replacement stamps.
Stamps can be purchased from Richards & Stehman at 1-800-451-8635 or
Ordered by the vendor. Must be Tahoma Font 18-point size Show only the 4- or 5-digit number
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Submitting Food
Instruments
Food Instruments must include the following:
The redemption amount Cannot exceed the max value
Signature of the participant Vendor Stamp (in dark ink) Vendor Endorsement (in dark ink on
back of FI)
These FIs should be submitted to your bank for deposit and processing.
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Rejected Food
Instruments
FIs improperly completed by the vendor will be rejected
FIs that are not signed by the participant will be rejected
Rejection Reason will be placed on the computer image of the FI
If the rejection reason is not "fatal" the computer copy can be used to resubmit for payment.
Only FIs marked "invalid vendor" or "amount invalid" can be resubmitted to the bank.
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FI Resubmission
Actions
Invalid Vendor Vendor may re-stamp the FI and
deposit the FI in a local financial institution within sixty (60) calendar days from the "First Day to Use" printed on the FI
Amount Invalid Vendor may correct the "Actual amount
of sale" by putting a single line through the rejected amount and write the corrected amount in the box.
DO NOT USE WHITE OUT Under no circumstances should the
actual amount of sale be increased when resubmitted to the contract bank.
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Common FI Rejection
Reasons
Before the "first Day to Use"
For payment more than sixty (60) calendar days past the "First Day to Use"
Invalid Vendor
Unauthorized Vendor
Unauthorized, inaccurate, or missing vendor number
Without a participant or proxy signature
Value is greater than the maximum value amount printed on the FI
Altered FIs
Fraudulently created FIs
After knowledge that the contract has been repudiated or the vendor disqualified
Accepted after the term of the contract expires
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Loss Control
All Vendors should implement a loss control process
Train checkout staff the following processes
ID the client Assure the voucher is within the to-use-
dates Record an amount of sale less than or
equal to the maximum value Get a signature
To catch errors DHS recommends having a 2-person process where the person affixing the stamp could
Verify that a signature is on each voucher
Ensure the dates & amount will pass the edits before affixing stamp
When affixing stamp, ensure it is Clear and legible and In the appropriate box
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Different Types of WIC Checks
Blue Food Instruments may be redeemed at any authorized WIC Retail Vendor in the state.
Orange Food Instruments may only be processed for WIC participants at 16 specific locations in the City of Chicago.
Farmers' Market Vouchers may only be processed for WIC participants at authorized Farmers' Market vendors across the state.
Out of State WIC vouchers may NOT be accepted by WIC Vendors in Illinois.
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Conflict at Checkout
If there is an issue with a participant vendors may:
Use resources available to you to address the issue (I.e. Authorized Food List),
Refer the client to the WIC Agency for further guidance, or
Complete a WIC Vendor Complaint Form (found on the DHS WIC Vendor website.
Providing as much information as possible including copies of FIs or receipts if they are available.
Fax, Mail or Email completed forms to DHS WIC Office
All complaints are addressed by the Department.
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Contacts
WIC Vendor Web Pagehttp://www.dhs.state.il.us/wicvendor
General eWIC [email protected] or 844-901-0962
Food / APL [email protected]
Integrated POS Questions – Vendor's Corporate office or POS Reseller
Stand-Beside Terminal Questions – Solutran Help Desk [email protected]
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