1. Florida WIC EBT Training
Staff/Vendors/Clients

2. 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

3. Rollout Map

4. Training Provided Staff MIS/EBT Training Vendor Training
Client Training

5. MIS/EBT Staff Training Tools 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

6. Overview Video 10 minute overview used to: Inform Partners
Inform Stake Holders
Inform Staff

7. User Training Manual Produced
Developed User Training Manual
Provided to all WIC staff
Included:
Maneuvering Guide
Screen shots
How to’s

8. Help Sheets Help Sheets Series Quick reference “Mini Manual”
Revised as needed

9. Modules and Practice Exercises
13 Interactive Modules
Self-paced
Specific to job duties
Practice Exercises

10. Modules Produced
Module 1 Overview and Introduction Module 2 Precertification, Scheduling Module 3 Intake/Eligibility Module 4 Cert Action Module 5 Lab/Anthro Module 6 Medical/Nutrition/Nutrition Risks Module 7 Nutrition Education Documentation Module 8 Breastfeeding Module 9 Food Prescriptions Module 10 Issuance Module 10A Food Package Changes Module 11 Miscellaneous Module 12 Data Conversion

11. Competencies Checked Before System Access Granted Staff:
Completed competency-based test(s)
Test(s) specific to staff duties

12. 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

13. 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)

14. 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

15. Weekly WebEx Calls Weekly WebEx calls conducted Provided Forum for:
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

16. On-Going Written Communications
Training Tips developed & disseminated throughout rollout

17. On-Going Written Communications
Newsletter included:
Policies
Clarification & Procedures
System Enhancements
Bug Fixes
FQA & Answers

18. Vendor EBT Training How Trained When 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.

19. 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

20. Client Training
Poster announcing EBT was developed

21. Client Training Used Chickasaw Nation Video
Client Handout - three languages
Flip Chart - three languages

22. EBT vs Caseload

23. 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

24. 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

25. Contact Information
Florida Department of Health in Miami-Dade County
Victoria Martinez
Phone: Ext
Eriko Grover
Phone: Ext
Florida Department of Health Bureau of WIC
Kathy Reeves
Phone: