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Published byKasey Masden Modified over 10 years ago
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EBT Staff Training EBT User Group Meeting July 2014 Melody Schrank, RD/LD the Chickasaw Nation Melody.schrank@chickasw.net
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4000 participants 8 clinics 20 front- line staff 33 vendors
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Spirit (first SAM)- May 2007 Food Package - August 2009 Statewide Online EBT - October 2010 Constant State of Change
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Staff Training EBT 101 with processor 4 months prior to rollout Learning the lingo: EBT, APL, UPC, PLU
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Implementation Training 1 week prior to rollout Hands-on training using test environment Combination of Spirit Enhancement Contractor, EBT Processor & Chickasaw Nation
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Card Issuance Benefit issuance/ adjustment Transaction history Account balance Spirit (MIS) Training
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EBT Processor Training IVR Pinning a card
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Participant/ Proxy Identification # cards per household Card replacement policy Chickasaw Nation Policy
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Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated…).25 gallons milk = 1 quart.25 beans = 1 can Food Issuance Changes
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128/256 ounces infant food Issue Whole Grains in ounces Chocolate Milk- issue the subcat Food Issuance Changes
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Staff visited stores to make compliance buys Recommend for all states implementing EBT! The Shopping Experience
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Lessons learned Train your staff how to troubleshoot basic EBT issues & to gather the information State Office staff will need to troubleshoot more difficult issues!
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Troubleshooting EBT Issues Card Declined at Store or No Balance Does a balance show in the EBT Account? Were benefits issued? When is the First & Last Day to Use on benefits? Were all benefits redeemed?
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Troubleshooting EBT Issues Participant Unable to Purchase a Food Item Is the food allowed? Is the container size allowed? Is the balance sufficient for the item? Store/Food Item/ Brand/ Container Size/ UPC?
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Troubleshooting EBT Issues Participant Unable to PIN Card Are the mailing zip code and DOB for cardholder correct in Spirit? Is the participant using a touch-screen phone?
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Deciphering the Receipt Initial balance WIC Purchase Ending balance
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Contact Information Melody.schrank@chickasw.net
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