Florida WIC EBT Training Staff/Vendors/Clients 2013 - 2014

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 Staff MIS/EBT Training Vendor Training Client Training

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

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 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

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 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

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 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.

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

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