1. EBT Staff Training EBT User Group Meeting July 2014 Melody Schrank, RD/LD the Chickasaw Nation Melody.schrank@chickasw.net

2. 4000 participants 8 clinics 20 front- line staff 33 vendors

3. Spirit (first SAM)- May 2007 Food Package - August 2009 Statewide Online EBT - October 2010 Constant State of Change

4. Staff Training EBT 101 with processor 4 months prior to rollout Learning the lingo: EBT, APL, UPC, PLU

5. Implementation Training 1 week prior to rollout Hands-on training using test environment Combination of Spirit Enhancement Contractor, EBT Processor & Chickasaw Nation

6. Card Issuance Benefit issuance/ adjustment Transaction history Account balance Spirit (MIS) Training

7. EBT Processor Training IVR Pinning a card

8. Participant/ Proxy Identification # cards per household Card replacement policy Chickasaw Nation Policy

9. Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated…).25 gallons milk = 1 quart.25 beans = 1 can Food Issuance Changes

10. 128/256 ounces infant food Issue Whole Grains in ounces Chocolate Milk- issue the subcat Food Issuance Changes

11. Staff visited stores to make compliance buys Recommend for all states implementing EBT! The Shopping Experience

12. 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!

13. 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?

14. 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?

15. 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?

16. Deciphering the Receipt Initial balance WIC Purchase Ending balance

17. Contact Information Melody.schrank@chickasw.net