Delaware WIC Program Cashier Training Handbook January 2009 THIS TEXT VERSION DOES NOT CONTAIN ALL THE IMAGES FOUND IN THE PDF VERSION. WE RECOMMEND USING THE PDF VERSION WHEN POSSIBLE TO SEE ALL IMAGE EXAMPLES. DELAWARE HEALTH AND SOCIAL SERVICES DIVISION OF PUBLIC HEALTH SPECIAL SUPPLEMENTAL NUTRITION PROGRAM FOR WOMEN, INFANTS, AND CHILDREN INTRODUCTION On the following pages, you will find the January 1, 2009 - December 31, 2009 Cashier Training Handbook for the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). BACKGROUND WIC is a federally funded program, which is, administered at the federal level by the Food and Nutrition Service (FNS), United States Department of Agriculture. The State of Delaware, Division of Public Health, is responsible for the administration of the Delaware WIC Program (hereafter referred to as the WIC State Agency). The WIC State Agency office is responsible for all the operations of the program in accordance with federal and state rules, regulations and guidelines. The primary purpose of the WIC Program is to make health and nutrition services available to eligible individuals. Under the WIC Program, authorized health professionals prescribe nutritious supplemental foods and teach nutrition education to pregnant, postpartum, and breastfeeding women, infants, and children to their fifth birthday. WIC participants receive food instruments (vouchers) to enable them to purchase WIC approved foods at local retail grocery stores. The voucher has a prescription for specific foods selected for the nutritional need of the individual with amounts listed on the front of the voucher. CASHIER TRAINING HANDBOOK AREAS 1. Introduction page Page 1 2. WIC Transaction section Pages 2-9 3. General Questions section Pages 10-15 4. Exercises section Pages 16-24 5. Answer section Pages 25-26 6. Answer sheet Pages 27 7. Index of Questions Pages 28 NOTE: If you have any suggestions or comments, please send them to the Vendor Unit at the following address: Delaware WIC Program Blue Hen Corporate Center 655 Bay Road, Suite 4B Dover, DE 19901 ATTN: Vendor Unit The WIC Transaction How do I cash a WIC voucher? You must: . Ask the WIC participant or proxy for her/his WIC ID folder, food instruments and cash- value voucher(s). . Verify the transaction date is on or after the Don’t Cash Before listed in the upper right corner of the WIC food instrument and cash-value vouchers. . Verify the transaction date is on or before the Do Not Use After listed in the lower left corner of the WIC food instrument and cash-value vouchers. . Check the name and ID number on the food instruments and cash-value vouchers to match the information on the WIC ID folder. . Check the food items that are being purchased with each voucher against the list of authorized WIC foods. . Ring up the WIC foods being purchased for each food instrument and cash-value voucher. . Write the total actual cost of WIC foods, in ink, in the amount box. . Verify dollar amount does not exceed dollar amount on the cash-value voucher. . Have the participant or proxy sign each voucher after you have written the amount on the food instrument and cash-value voucher. . Verify that the signature on the voucher is one of the signatures listed on the WIC ID folder. . Endorse the back of the voucher. (Options: Write your WIC vendor ID number or use a stamp that has your store name or run the voucher through the cash register.) . Use the vendor stamp in the designated area on the front of the WIC voucher(s). Remember to: . Separate the WIC approved foods from the regular groceries. . Not give the WIC participant or proxy any cash as a part of the WIC transaction. . Not give the WIC participant or proxy a raincheck for any items that are not available. . Endorse the back of the voucher. . Use the vendor stamp in the designated area on the front of the WIC voucher(s). NOT SHOWN: Image of sample WIC voucher with indicators to information found on the voucher. (Page 4) 1234567 DOE, SARAH 999 9876543 04/03/08 1 – CHEESE (1 POUND) 2 – MILK (1 GALLON) – 36 OZ OR LESS WIC APPROVED ADULT CEREAL 1 – JUICE (12 OZ FRZN OR 46 OZ CAN-BOTTLE) 1 – DRIED BEAN (1 POUND) 1 – GRADE A LARGE EGGS (1 DOZEN) TEST MESSAGE FOR WIC CHECK…..EOM DO NOT USE AFTER 05/02/08 Participant ID Number Participant Name Voucher Number Issue Date Vendor Authorization Stamp Amount Box Validation Statement Expiration Date Authorized WIC Foods Signature Box NOT SHOWN: Image of sample WIC cash voucher with indicators to information found on the voucher. (Page 5) 1234567 DOE, SARAH 999 9876543 04/03/08 1- Up to $8.00 FRESH Fruits and/or Vegetables SWEET POTATOES AND YAMS ALLOWED - NO WHITE POTATOES ***NOT TO EXCEED *$8.00*** --»» TEST MESSAGE FOR WIC CHECK…..EOM DO NOT USE AFTER 05/02/08 Participant ID Number Participant Name Voucher Number Issue Date Vendor Authorization Stamp Amount Box Validation Statement Expiration Date Dollar amount allowed for Fresh Fruits & Vegetables Possible value amounts ($6, $8, $10 & $15) Signature Box NOT SHOWN: Image of sample WIC ID Folder Outside (Page 6) NOT SHOWN: Image of sample WIC ID Folder Inside (Page 7) NOT SHOWN: Image of Simple Altered Voucher (example) (Page 8) Above is one example of a Simple Altered Voucher. In this example, the participant found a dozen eggs in the cart after the cashier rang up the other WIC food items. The cashier corrected the amount on the voucher. 1. What is the difference between a simple altered voucher and a complex altered voucher? Simple Altered Voucher is a voucher that a food item has been added to; a food item has been subtracted from, has an incorrect total, or has illegible numbers on it. Complex Altered Voucher is a voucher that is unsigned, is damaged, has numerous corrections in total, has been accepted by the wrong vendor, has been accepted with a handwritten alteration, has been accepted after the expiration date, or has been accepted before the date of issuance. 2. How do I correct a simple altered voucher? For the simple altered voucher, mark a line through the incorrect dollar amount and write the correct amount somewhere visible on the voucher. The cashier must initial the corrected amount. The corrected voucher can then be deposited with the vendor’s daily receipts. Delaware WIC Program 2009 Agreement Period INFANT CEREAL - GERBER BRAND, 8 ounce box Varieties: Rice, Barley, High Protein, Oatmeal, Mixed NO cereal mixed with fruit or fruit bites, no organic INFANT VEGETABLES - GERBER BRAND, 3.5 ounce containers (2-pk) Varieties: 2nd Foods All vegetables NO organic or dinners INFANT FRUIT - GERBER BRAND, 3.5 ounce containers (2-pk) Varieties: 2nd Foods, All fruits NO organic or desserts INFANT MEAT - GERBER BRAND 2.5 ounce containers Varieties: 2nd Foods All meats with gravy and broth NO organic, dinners or graduates INFANT FORMULA - CONTRACT BRAND Varieties: Milk Base -Similac Advance 13 ounce cans, concentrate & 12.9 ounce powder Varieties: Soy Base -Isomil Advance with Iron 13 ounce cans, concentrate & 12.9 ounce powder MILK - STORE BRAND, gallon, 1/2 gallon & quart Varieties: Fortified with vitamin D, not flavored Applies to whole, reduced fat (2%), low fat (1%), skim ONLY CHEESE - STORE BRAND, 1 pound package (16 ounce) Varieties: Pasteurized American, Natural Cheddar, Mozzarella NO - cheese food, product or spread NO - Velveeta, Cheese Whiz, Kraft Singles NO - imported, low sodium, low fat cheese products NO - grated, shredded, sticks, deli or 8 ounce pkgs DRIED BEANS - STORE BRAND, 1 pound package Varieties: Any mature variety NO - beans mixed with spices or meat PEANUT BUTTER - STORE BRAND, 18 ounce jar Varieties: Creamy or Crunchy NO - jelly or marshmellow added EGGS - STORE BRAND, one dozen size Varieties: Large, White only BREAD - STORE BRAND, 1 pound size (16 ounce only) Varieties: 100% Whole Wheat Only CEREAL (CHILD/ADULT) - BRANDS LISTED ONLY Varieties: Cold General Mills-Cheerios General Mills - Multi-Grain Cheerios General Mills - Kix General Mills - Corn Chex General Mills - Rice Chex General Mills - Wheat Chex General Mills - Wheaties Kellogg's - Corn Flakes Kellogg's - Crispix Kellogg's - Product 19 Varieties: Hot Nabisco - Cream of Wheat Quaker - Instant Oatmeal (regular flavor) NO - individual serving packages for COLD CEREALS Cream of Wheat - blue box only, no individual serving pkgs Instant Oatmeal - individual serving packages only JUICE - BRANDS LISTED ONLY Varieties: 64 ounce bottled, unsweetened, single strength All varieties - Juicy Juice 100% juice (Harvest Surprise not allowed) All varieties - Old Orchard 100% juice All varieties - Welch's 100% juice Orange - STORE BRAND, unsweetened Apple - Lucky Leaf Apple -Musselman's Apple - Seneca (red label) NO - calcium fortified juice NO - juice drinks, juice ades, juice beverages NO - sweetened juices Varieties: 11.5 - 12 oz. frozen concentrate, unsweetened Orange - STORE BRAND, unsweetened Apple - Seneca (red label) Apple - America's Choice Apple - Food Lion Apple - Pathmark All varieties - Old Orchard 100% juice (must have green tear strip) All varieties - Welch's 100% juice (must have yellow tear strip) NO - juice drinks, juice ades, juice beverages NO - sweetened juices NO - calcium fortified juice FRESH FRUIT & VEGETABLES, produce section Varieties: All fresh fruits and vegetables NO white potatoes NO frozen, canned or prepackaged with dips SPECIAL AUTHORIZED WIC FOODS 1-Buttermilk 2-Lactose Reduced Milk (i.e. Lactaid) 3-Powdered Milk 4-Evaporated Milk 5-Infant formula not listed above 6-Special Kosher authorized foods TUNA - STORE BRAND, 6-6.5 OUNCE can Varieties: Chunk Light, Water Packed NO - albacore, low sodium, solid pack NO - diet or dietetic, select, fancy, white SALMON - ROYAL PINK BRAND, 7.5 ounce can Varieties: Water packed with skin and bones NO - skinless, boneless, low sodium, solid pack NO - diet or dietetic General Questions 1. Who do I call if I have a questions or problems? You need to contact the WIC State Agency office with any questions or problems and ask to speak to someone in the Vendor Unit. The phone number is 1-800-222-2189 or (302) 739-4614. 2. Why can’t I call the clinic nearest to my store and ask them questions? Clinic personnel do not have any authority to deal with vendor service issues. 3. What is the mailing address of the Vendor Unit? All mail should be addressed to: Delaware WIC Program, Blue Hen Corporate Center, 655 Bay Road, Suite 4-B, Dover, DE 19901. It is best to mark envelopes “ATTN: VENDOR UNIT”. 4. Should the WIC participants identify themselves? The WIC participants are instructed to identify themselves. Sometimes the WIC participants forget to identify themselves. It is a good idea for you to ask the customer if they have any coupons, food stamps or WIC vouchers before you start to ring up the sale. 5. What are a voucher and/or a food instrument? A voucher and/or a food instrument are the form of payment used by the Delaware WIC Program. It contains specific supplemental foods and quantities prescribed by a Nutritionist. 6. Do I have to endorse the back of the voucher before it is deposited? Yes, you must endorse the back of the voucher. It is up to you whether you a) write your WIC vendor ID number, b) use a stamp that has your store name or c) run the voucher through the cash register. 7. What color is a voucher? A WIC voucher is mauve and white with black printing. 8. What are the parts of a voucher? Beginning at the upper left corner you will find: 1) ID Number (WIC participant ID number), 2) Recipient Name (WIC participant name), 3) Don’t Cash Before date (first day the voucher can be cashed), 4) Amount box (cashier writes amount of purchase here), 5) Signature box (WIC participant or proxy signs here after amount is written in amount box), 6) Do Not Use After date (last day the voucher can be cashed), 7) Authorized Foods area (authorized WIC foods and quantities that can be purchased with the voucher), 8) Validation Statement (states valid transaction and redemption periods), 9) Pay to the Order Of (place vendor authorization stamp here before depositing the voucher). See voucher illustration in The WIC Transaction section. 9. Are vouchers printed or hand written? All vouchers are created with a printer. The Delaware WIC Program NEVER uses hand written vouchers. If a voucher has foods, quantities, vendor names, participant names or ID numbers, etc. written (by hand) on it, DO NOT ACCEPT IT. This is considered a fraudulently altered voucher. 10. What is a WIC ID folder? A WIC identification folder is used by WIC participants and proxies to identify who is authorized, by the WIC Program, to cash vouchers. 11. What color is a WIC ID folder? The WIC ID folder is gray with mauve printing. 12. Where can I find the information, on the WIC ID folder, that I need to use when I cash a voucher? The outside (front) of the WIC ID folder contains the WIC participant ID number, name(s), clinic location, the blue WIC validation stamp, and the signature(s) of the participant, parent/guardian and/or assigned proxy. 13. What do I do if a WIC participant or proxy doesn’t have their WIC ID folder? Do not accept any vouchers. You may not accept any other form of identification from the person. 14. What do I do if the signature on the voucher is not listed on the WIC ID folder? Do not accept the voucher. Only a person whose signature is listed on the WIC ID folder is authorized to cash vouchers. 15. What do I do if the name and ID number on the voucher are not listed on the WIC ID folder? Do not accept the voucher. You have no way of knowing if the person with the voucher is actually authorized to cash it. A WIC customer should be directed to clinic to have their folder corrected. 16. What if the WIC ID folder doesn’t have the blue WIC stamp? Do not accept any vouchers. The WIC ID folder is not valid without the stamp. 17. What is a proxy? A proxy is a person who is authorized to act for the WIC participant. She/he is authorized to redeem vouchers at the store. 18. Who can be a proxy? A proxy may be a parent, guardian or other responsible adult over 16 years of age. The person who is a proxy should have signed the WIC ID folder before reaching the store. 19. What do I do if the WIC transaction date is before the Don’t Cash Before date? Do not accept any vouchers before the Don’t Cash Before date. 20. What do I do if the WIC transaction date is after the Do Not Use After date? Do not accept any vouchers after the Do Not Use After date. 21. How many vouchers can a WIC participant cash at one time? The WIC participant can cash any number of vouchers at one time. 22. What do I do if a WIC participant is cashing more than one voucher at a time? You must handle each voucher separately. 23. What do I do when our store is out of stock of WIC foods? The only thing that you can do is inform the WIC participant of her/his options. She/he has the following options: 1) use the voucher for those items that are available, 2) return to the store with the voucher when the item is available, or 3) use the voucher at another authorized WIC store. 24. Can I give the WIC participant a raincheck for WIC foods that are out of stock? No. If a WIC participant cashes the voucher with WIC foods out of stock, they lose those items. 25. What do I do if my store has a special offer for example buy one get one free? If the special offer involves a WIC food, the WIC participant may participate in the offer. 26. Can a WIC participant use coupons with the vouchers? Yes, a WIC participant can use coupons. 27. Can a WIC participant exchange WIC food for cash? No, you can not knowingly allow any exchange of WIC food for cash. 28. Should I give the WIC participant a cash register receipt? You can give a WIC participant a cash register receipt, if the receipt has a code identifying it’s a WIC transaction. 29. What do I do if the WIC participant tried to purchase the wrong WIC food? Do not accept any foods that are not listed on the voucher. 30. What do I do if the WIC voucher has WIC food crossed off and other items written on it? Do not accept the voucher. There should be no handwriting on the voucher before the WIC transaction. 31. Can a WIC participant purchase more WIC food than listed on the voucher? No, the WIC foods are prescribed in specific quantities and sizes. 32. Can I combine the total of the WIC foods with the total of other groceries? No, each voucher should only have the total amount of the WIC purchase. 33. Do I ask the WIC participant for any money? No, the voucher is full payment for the WIC foods purchased. 34. Does WIC have a list of designated brands for my store? Yes. Each manager or corporate representative has assigned designated brands for his/her store. You should refer to this list for specific brand types. 35. Can I request that one of those lists be sent to a WIC participant if I notice she/he seems to have a problem selecting the correct foods? Yes, just contact someone in the Vendor Unit with the WIC participant name and ID number. 36. Can I allow substitutions for the WIC foods on the vouchers? No, the WIC participant can only purchase the WIC foods, in the quantities and package sizes, listed on the WIC voucher. 37. What do I do if the WIC participant doesn’t purchase all the WIC foods listed on the voucher? The WIC participant may choose not to purchase all the WIC foods listed on the voucher. However, the cashier can encourage the WIC participant to purchase all foods listed on the WIC voucher. 38. What if a WIC participant signs the voucher before she/he comes into the store? Do not accept a pre-signed voucher. The WIC participant or proxy must sign the voucher in your presence. 39. Can I write the amount of WIC foods being purchased in pencil on the voucher? No, when you write the amount on the voucher it should be in ink. 40. What do I do when I forget to get the WIC participant to sign the voucher? First, you should call 1-800-222-2189 and ask to speak with someone in the Vendor Unit. You must give the following information: Vendor Name and Store Number Recipient Name Recipient ID Voucher Issuance Date Voucher Expiration The Vendor Unit will contact the participant and request the person to return to the store immediately to sign the voucher. We cannot guarantee that the participant will come in right away, or come in at all to sign the vouchers; however, our office will definitely make a strong effort to help the vendor. Second, if a participant does not come in within ten (10) days, you must complete the Altered Voucher Form and send it to the WIC Vendor Unit. 41. What do I do if I make a mistake in the amount box on the voucher? You should follow instructions for an altered voucher. See #42, #43, and #44. 42. What is the difference between a simple altered voucher and a complex altered voucher? Simple Altered Voucher is a voucher that a food item has been added to; a food item has been subtracted from, has an incorrect total, or has illegible numbers on it. Complex Altered Voucher is a voucher that is unsigned, is damaged, has numerous corrections in total, has been accepted with a handwritten alteration, has been accepted after the Do Not Use After date, or has been accepted before the Don’t Cash Before date. 43. How do I correct a simple altered voucher? For the simple altered voucher, mark a line through the incorrect dollar amount and write the correct amount somewhere visible on the voucher. The cashier must initial the corrected amount. The corrected voucher can then be deposited with the vendor’s daily receipts. (Refer to the Simple Altered Voucher example in the WIC Transaction section) 44. How do I handle a complex altered voucher? An Altered Voucher Form must be completely filled out and signed by the cashier who made the error and by the store manager. In the Reason For Alteration section of the Altered Voucher Form, one of the reasons listed must be checked. The voucher with the error and the register tape must be attached to the Altered Voucher Form and sent to the WIC State Agency office. 45. What do I do if a WIC participant is physically or verbally abusive to me or other store staff? You should follow your store policy regarding abusive customers and file a complaint with the Vendor Unit. To file a complaint, contact the WIC State Agency office and ask to speak to someone in the Vendor Unit. The phone number is 1-800-222-2189 or (302) 739-4614. You may be asked to fill out a Vendor/Participant Complaint Form and mail or fax it to the Vendor Unit. Our fax number is (302) 739-3970. 46. What is a cash-value voucher? A Cash Value Voucher (CVV) is a voucher for a set dollar amount that can be redeemed by the participant for the purchase of fresh fruits and vegetables, excluding white potatoes. 47. What do I do if a WIC participant is cashing more than one cash value voucher at a time? You must handle each cash value voucher separately. There is no exchange of cash between the participant and the vendor when redeeming the cash value voucher. 48. What do I do if a WIC participant goes over the dollar amount on the cash value voucher? You must inform the WIC participant that they cannot exceed the dollar amount on the cash value vouchers. There is no exchange of cash between the participant and the vendor when redeeming the cash value voucher. 49. What do I do if a WIC participant does not use the full dollar amount on the cash value voucher? The WIC participant may choose not to use the full dollar amount listed on the cash value voucher. However, the cashier can encourage the WIC participant to purchase a few more fresh fruits and vegetables to get as close to the dollar amount as possible. 50. Can I combine a WIC families cash value vouchers together? No. Each cash value voucher is to be handled separately. Voucher Exercises NOTE: Each exercise contains an image that is not shown in this text version. Please refer to the PDF version to see the images. Exercise #1 1234567 DOE, SARAH 999 2000006 04/17/08 1 – CHEESE (1 POUND) 1 – MILK (1 GALLON) 1 – MILK (1/2 GALLON) – 36 OZ OR LESS WIC APPROVED ADULT CEREAL 2 – JUICE (11.5 - 12 OZ FRZN) 1 – DRIED BEANS (1 POUND) 1 – GRADE A LARGE EGGS (1 DOZEN) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 05/16/08 1234567 123456789 In each group, circle all the foods that can be purchased with the above voucher. 1. A. 2 – ˝ gallons of milk B. 1 dozen brown eggs C. 1 lb. swiss cheese D. None of the above 2. A. 1 – 46 oz. can Juicy Juice B. 1 – 12 oz. can designated brand frozen orange juice C. 1 – 18 oz. jar crunchy peanut butter D. None of the above 3. A. 10 oz. box of Honey Nut Cheerios B. 1 lb. colby cheese C. 2 – 12 oz. cans designated brand frozen apple juice D. None of the above 4. A. 4 quarts lactose reduced milk B. 12 oz. block mozzarella cheese C. 16 oz. can of pinto beans D. None of the above 5. A. 2 lbs. dry powdered milk B. 12 oz. box of Kellogg’s Product 19 C. 1 lb. shredded cheddar cheese D. None of the above 6. A. 4 quarts buttermilk B. 1 dozen extra large eggs C. 1 – 12 oz. can designated brand frozen orange juice D. None of the above 7. A. 28 oz. box of Kellogg’s Corn Flakes B. 1 gallon skim milk C. 1 – ˝ gallon reduced fat (2%) milk D. None of the above 8. A. 6 – 13 oz. cans evaporated milk B. 1 lb. Kraft singles C. 28 oz. box of Cream of Wheat D. None of the above Exercise #2 1234567 DOE, SARAH 999 2000006 04/17/08 1 – CHEESE (1 POUND) 1 – WHOLE MILK (1 GALLON) – 24 OZ OR LESS WIC APPROVED ADULT CEREAL 1 – JUICE (64 OZ BOTTLE) 1 – DRIED BEANS (1 POUND) 1 – GRADE A LARGE EGGS (1 DOZEN) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 05/16/08 1234567 123456789 In each group, circle all the foods that can be purchased with the above voucher. 1. A. 12 oz. box of Kix B. 28 oz. box of Cream of Wheat C. 9 oz. box of Multi-Grain Cheerios D. None of the above 2. A. 1 lb. process American cheese food B. 24 oz. box of Kellogg’s Corn Flakes C. 1 – 46 oz. can Juicy Juice D. None of the above 3. A. 1 gallon chocolate milk B. 1 lb. cheddar cheese C. 1 – 18 oz. jar low fat peanut butter D. None of the above 4. A. 12 oz. box of Kix B. 1 lb. American cheese C. 18 oz. jar creamy peanut butter D. None of the above 5. A. 2 – 46 oz. cans Juicy Juice B. 14 oz. box of Wheat Chex C. 1 gallon whole milk D. None of the above 6. A. 1 dozen large white eggs B. 11.8 oz. box Quaker Instant Oatmeal variety pack C. 15 oz. box of Cheerios D. None of the above Exercise #3 1234567 DOE, SARAH 999 2000006 04/10/2008 – 24 OZ OR LESS GERBER INFANT CEREAL 10 – GERBER INFANT FRUIT 2ND FOODS (3.5 OZ CONTAINTERS – 2-PACK) 10 – GERBER INFANT VEGETABLES 2ND FOODS (3.5 OZ CONTAINTERS – 2-PACK) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 05/09/2008 1234567 123456789 In each group, circle all the foods that cannot be purchased with the voucher. 1. A. 8 oz. box of Gerber rice cereal B. 8 oz. box of Gerber oatmeal cereal C. 15 – 4.0 oz. jars Gerber apple juice D. None of the above 2. A. 24 oz. box of Gerber barley cereal B. 8 oz. box of Gerber rice & banana cereal C. 10 – 2 packs Gerber apple-banana fruit D. None of the above 3. A. 8 oz. box of Gerber oatmeal cereal B. 8 oz. box of Gerber mixed grain cereal C. 8 oz. box of Gerber rice cereal D. None of the above 4. A. 15 – 4.2 jars Gerber pear juice w/yogurt B. 8 oz. box of Gerber oatmeal & pears cereal C. 24 oz. box of Heinz oatmeal cereal D. None of the above 5. A. 2 – 6 packs of 4.2 oz. jars Gerber juice B. 3 – 4.2 oz. jars Gerber prune juice C. 3 – 8 oz. of boxes Gerber rice cereal D. None of the above 6. A. 15 – 4.2 oz. jars Gerber orange juice B. 8 oz. box of Gerber rice cereal C. 2 – 8 oz. boxes of Gerber barley cereal D. None of the above 7. A. 6 pack 4.2 oz. jars Gerber assorted juice B. 10 – 2 packs Gerber apple medley fruit C. 24 oz. box of Gerber mixed grain cereal D. None of the above 8. A. 8 – 4.2 oz. jars Gerber pear juice B. 8 oz. box of Heinz rice cereal C. 24 oz. box of Gerber oatmeal cereal D. None of the above Exercise #4 No image for this exercise. 1. If a participant does not have his/her WIC identification folder during check-out, you should: A. process the transaction anyway B. ask for additional identification i.e. driver’s license C. not accept the WIC voucher(s) 2. If the cashier forgets to get the participant to sign the WIC voucher, you should: A. void the WIC transaction and pretend it never happened B. forge the participant’s signature C. hold the voucher in the office and call the Vendor Unit D. send the voucher through the bank anyway 3. If a participant becomes loud and abusive to you, you should: A. try to be louder and more abusive than the participant B. throw food at the participant C. fill out a Participant/Vendor Complaint form and send it to the Vendor Unit D. follow store policy regarding abusive customers E. all of the above F. “c” and “d” only 4. If the cashier makes an error in the amount of the voucher, you should: A. fire the cashier B. cross through the incorrect amount and put the correct amount above it and initial C. throw the voucher out and ask the participant for another one 5. If a participant has pre-signed vouchers, you should: A. verify the pre-signature against the identification folder B. cash the vouchers anyway C. refuse the transaction and refer the participant back to their local WIC clinic 6. If a participant comes into your store on February 9, 20XX with vouchers dated February 10, 20XX as the date of issue, you should: A. cash the vouchers because it is only one day early B. cash the vouchers and deposit them the next day C. refuse the transaction and have them return to the store on or after February 10, 20XX D. mark through the DON’T CASH BEFORE date and change it to February 09, 20XX 7. After the participant signs the WIC voucher, you should: A. put the voucher in the register B. pocket the voucher C. verify the signature against the identification folder D. fill in the dollar amount 8. What should you do with the information received from today’s training session…you should: A. throw it away B. file it away and use it as a reference C. conduct your own training session and relay the information to your staff and managers D. no information received Exercise #5 1234567 DOE, SARAH 999 2000006 02/10/20XX 10 – Isomil Advance w/iron (13 OZ CONC) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 03/12/20XX 1234567 123456789 1. On 2/10/20XX, Sarah Doe’s mother, whose signature is listed on the outside of the WIC ID folder, goes into ABC Market and tries to purchase 9 cans of Isomil Advance w/iron concentrate. Is this a valid transaction, yes or no? Explain_________________________________________________________________________ 2. On 2/14/20XX, Sarah Doe’s father, without the WIC ID folder, goes into XYZ Market and tries to purchase 10 cans of Isomil Advance with iron concentrate. Is this a valid transaction, yes or no? Explain________________________________________________________________________ 3. On 2/1/20XX, Sarah Doe’s mother goes into ABC Market and tries to purchase 10 cans of Isomil Advance w/iron concentrate and Gerber baby cereal. Mother has written Gerber baby cereal on the voucher. Mother’s signature is listed on the first line on the WIC ID folder. Is this a valid transaction, yes or no? Explain________________________________________________________________________ 4. On 3/11/20XX, Sarah Doe’s father goes into ABC Market and tries to purchase 10 cans of Enfamil Nutramigen Lipil concentrate. Father’s signature is listed on the second line on the WIC ID folder. Father has prescription, from a doctor, to change the formula from Isomil Advance with iron to Enfamil Nutramigen Lipil. Is this a valid transaction, yes or no? Explain________________________________________________________________________ 5. On 3/11/20XX, Sarah Doe’s father goes into ABC Market and tries to purchase 10 cans of Isomil Advance w/iron powder. Father’s signature is listed on the second line on the WIC ID folder. Your store does not have any Isomil Advance with iron concentrate. Is this a valid transaction, yes or no? Explain________________________________________________________________________ Exercise #6 1234567 DOE, SARAH 999 2000006 01/17/20XX 1 – CHEESE (1 POUND) 1 – MILK (1 GALLON) – 36 OZ OR LESS WIC APPROVED ADULT CEREAL 2 – JUICE (64 OZ BOTTLE) 1 – DRIED BEANS (1 POUND) 1 – GRADE A LARGE EGGS (1 DOZEN) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 02/16/20XX 1234567 123456789 1. On 2/14/20XX, Mary Doe goes into ABC Market and tries to purchase one gallon skim milk, one 20 oz. box of Cheerios, one 14 oz. box of Wheat Chex, two 64 oz. bottle of Juicy Juice, one 16 oz. bag of dried beans and a dozen large white eggs. Mary’s signature is listed on the first line on the WIC ID folder. Is this a valid transaction, yes or no? Explain_____________________________________________________________________________ 2. On 2/17/20XX, Mary Doe goes into ABC Market and tries to purchase one gallon of milk, one 10 oz. box of Cheerios, one 9 oz. box of Kix, one 7 oz. box of Kellogg’s Corn Flakes, one 12 oz. box of Rice Chex, two 64 oz. bottles of Welch’s grape juice, 1 lb. of Mozzarella cheese, one 16 oz. bag of dried beans and one dozen large white eggs. Mary doesn’t have her WIC ID folder but has a letter showing she is on the WIC Program. Is this a valid transaction, yes or no? Explain_______________________________________________________________________________ 3. On 2/10/20XX, Mary Doe goes into ABC Market and tries to purchase one and one half gallons whole milk, 1 lb. American cheese, one 18 oz. box of Kellogg’s Corn Flakes, one 14 oz. box of Cream of Wheat, two 64 oz. bottles Welch’s juice, one 16 oz. bag of dried beans and one dozen large white eggs. The store is running a special: buy an 18 oz. box of Kellogg’s Corn Flakes get one ˝ gallon of milk free. Mary’s signature is listed on the first line on the WIC ID folder. Is this a valid transaction, yes or no? Explain_______________________________________________________________________________ Exercise #7 1234567 DOE, SARAH 999 2000006 02/10/20XX 1 - Up to $8.00 FRESH Fruits and/or Vegetables SWEET POTATOES AND YAMS ALLOWED - NO WHITE POTATOES ***NOT TO EXCEED *$8.00*** --»» TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 03/12/20XX 1234567 123456789 In each group, circle all the foods that can be purchased with the above voucher. 1. A. 4 – limes (4 for a $1.00) B. 1 – 2 lb. prepackaged whole raw baby carrots @ $3.49 C. 2 bags of Iceberg salad @ $1.50 bag D. None of the above 2. A. 5 lb bag Russet potatoes @ $3.49 B. 12 ears of corn @ $3.00 C. 1 prepackaged vegetable tray with vegetable dip @ $5.00 D. None of the above 3. A. 1 pint of blueberries @ $3.45 B. 2 – 1 lb. prepackaged frozen carrots @ $.97 C. 4 – 10 oz. cans green beans @ $.39 each D. None of the above 4. A. 3 lbs jalapeno peppers totaling $2.98 B. 2 lbs. prepackaged shredded carrots @ $2.48 C. 2 – sweet potatoes (2 for $1.00) D. None of the above Exercise #8 1234567 DOE, SARAH 999 2000006 02/10/20XX 10 – Isomil Advance with iron (13 OZ CONC) TEST MESSAGE FOR WIC CHECK….EOM DO NOT USE AFTER: 03/12/20XX 1234567 123456789 What would you do if you were training a new cashier and… 1. On 2/10/20XX, Sarah Doe’s mother, whose signature is listed on the outside of the WIC ID folder, comes to ABC Market (your store) and purchases 9 cans of Isomil Advance with iron concentrate. The cashier wrote the correct purchase amount and Sarah Doe’s mother signed the voucher. Explain________________________________________________________________________ 2. On 2/14/20XX, Sarah Doe’s father, without the WIC ID folder, comes to XYZ Market (your store) and purchases 10 cans of Isomil Advance with iron concentrate. The father has left the store. The cashier wrote the correct purchase amount and Sarah Doe’s father did not signed the voucher. Explain________________________________________________________________________ 3. On 2/19/20XX, Sarah Doe’s mother comes to ABC Market (your store) and purchases 10 cans of Isomil Advance with iron concentrate and Gerber baby cereal. Mother has written Gerber baby cereal on the voucher. Mother’s signature is listed on the first line on the WIC ID folder. Mother still in line. After writing in the amount, the cashier realizes this is wrong and asks you to correct the matter. Explain__________________________________________________________________________ 4. On 3/11/20XX, Sarah Doe’s father comes to ABC Market (your store) and tries to purchase 10 cans of Enfamil Nutramigen Lipil concentrate. Father’s signature is listed on the second line on the WIC ID folder. Father has prescription, from a doctor, to change the formula from Isomil Advance with iron to Enfamil Nutramigen Lipil. The cashier requests your help immediately. Explain__________________________________________________________________________ 5. On 3/11/20XX, Sarah Doe’s father goes into ABC Market (your store) and tries to purchase 10 cans of Isomil Advance with iron powder. Father’s signature is listed on the second line on the WIC ID folder. Your store does not have any Isomil Advance with iron concentrate. The cashier begins ringing up the formula…what do you do? Explain___________________________________________________________________________ Answers Answers for Exercises 1-8 Exercise 1 1 A B C * 2 A * C D 3 A B * D 4 A B C * 5 A * C D 6 A B * D 7 * * * D 8 A B * D Exercise 2 1 * B * D 2 A * C D 3 A * C D 4 * * C D 5 A * * D 6 * B * D Exercise 3 1 A B * D 2 * * C D 3 A B C * 4 * * * D 5 * * C D 6 * B C D 7 * * * D 8 * * * D Exercise 4 1 A B * 2 A B * D 3 A B C D E * 4 A * C 5 A B * 6 A B * D 7 A B * D 8 A B * D Exercise 5 1 * N Explain 2/10/20SS is valid transaction date (>= Don’t Cash Before and <= Do Not Use After dates) Mother’s signature on WIC ID folder before the transaction + Vendor is an authorized WIC store + Quantity is 10 or less and is same brand listed on voucher 2 Y * Explain Doesn’t have WIC ID folder 3 Y * Explain 2/1/20SS is earlier than the Don’t Cash Before date + Mother has altered the voucher 4 Y * Explain Nutramigen is not listed on the voucher + substitutions not permitted with prescription 5 Y * Explain Isomil Advance powder is not listed on the voucher + substitutions not permitted if a store is out of stock Exercise 6 1 * N Explain 2/14/20SS is a valid transaction date (>= Don’t Cash Before and <= Do Not Use After dates) + Vendor is an authorized WIC store + Al foods are listed on voucher and quantities don’t exceed maximums + Mary’s signature on WIC ID folder 2 Y * Explain 2/17/20SS is after the Do Not Use After date + The ounces of cereal greater than the maximum amount on the voucher + Mary doesn’t have WIC ID folder – letter is not proof of WIC ID 3 * N Explain 2/10/20SS is a valid transaction date (>= Don’t Cash Before and <= Do Not Use After dates) + Vendor is an authorized WIC store + All foods are listed on voucher and quantities don’t exceed maximums + Mary is permitted to participate in a store special as per the WIC Vendor Participation Agreement + Mary’s signature on WIC ID folder Exercise 7 1 * * * D 2 A * C D 3 * B C D 4 * * * D Exercise 8 1 Explain Congratulate the cashier on a correct WIC transaction 2 Explain Instruct the cashier that this is a complex altered voucher. (See #42.) Fill out an altered voucher form, as stated in #44. Inform cashier of importance of requesting WIC ID folder. 3 Explain Void the transaction. Remind the cashier not to accept any voucher(s) that has been manually altered. Void voucher, return it to mother for her to return to her local WIC office. 4 Explain Inform cashier and Sarah Doe’s father that only WIC staff is authorized to change the formula on a voucher. Substitutions are not permitted even with a doctor’s prescription. 5 Explain Void the transaction. Instruct cashier to only accept foods listed on the voucher and that substitutions are not permitted if store is out of stock. Answer Sheet for Exercises 1-8 Exercise 1 1 A B C D 2 A B C D 3 A B C D 4 A B C D 5 A B C D 6 A B C D 7 A B C D 8 A B C D Exercise 2 1 A B C D 2 A B C D 3 A B C D 4 A B C D 5 A B C D 6 A B C D Exercise 3 1 A B C D 2 A B C D 3 A B C D 4 A B C D 5 A B C D 6 A B C D 7 A B C D 8 A B C D Exercise 4 1 A B C 2 A B C D 3 A B C D E F 4 A B C 5 A B C 6 A B C D 7 A B C D 8 A B C D Exercise 5 1 Y N Explain 2 Y N Explain 3 Y N Explain 4 Y N Explain 5 Y N Explain Exercise 6 1Y N Explain 2 Y N Explain 3 Y N Explain Exercise 7 1 A B C D 2 A B C D 3 A B C D 4 A B C D Exercise 8 1 Explain 2 Explain 3 Explain 4 Explain 5 Explain Index of Questions Are vouchers printed or hand written? 11 Can a WIC participant exchange WIC food for cash? 13 Can a WIC participant purchase more WIC food than listed on the voucher? 13 Can a WIC participant use coupons with the vouchers? 13 Can I allow substitutions for the WIC foods on the vouchers? 14 Can I combine the total of the WIC foods with the total of other groceries? 13 Can I give the WIC participant a raincheck for WIC foods that are out of stock? 13 Can I request that one of those lists be sent to a WIC participant if I notice she/he seems to have a problem selecting the correct foods? 14 Can I write the amount of WIC foods being purchased in pencil on the voucher? 14 Do I ask the WIC participant for any money? 13 Do I have to endorse the back of the voucher before it is deposited? 11 Does WIC have a list of designated brands for my store? 13 How do I correct a simple altered voucher? 15 How do I handle a complex altered voucher? 15 How many vouchers can a WIC participant cash at one time? 12 Should I give the WIC participant a cash register receipt? 13 Should the WIC participants identify themselves? 11 What are the parts of a voucher? 11 What color is a voucher? 11 What color is a WIC ID folder? 12 What do I do if a WIC participant is cashing more than one voucher at a time? 13 What do I do if a WIC participant is physically or verbally abusive to me or other store staff? 15 What do I do if a WIC participant or proxy doesn’t have their WIC ID folder? 12 What do I do if I make a mistake in the amount box on the voucher? 14 What do I do if my store has a special offer for example buy one get one free? 13 What do I do if the name and ID number on the voucher are not listed on the WIC ID folder? 12 What do I do if the signature on the voucher is not listed on the WIC ID folder? 12 What do I do if the WIC participant doesn’t purchase all the WIC foods listed on the voucher? 14 What do I do if the WIC participant tried to purchase the wrong WIC food? 13 What do I do if the WIC transaction date is after the Expiration Date? 12 What do I do if the WIC transaction date is before the Date of Issue? 12 What do I do if the WIC voucher has WIC food crossed off and other items written on it? 13 What do I do when I forget to get the WIC participant to sign the voucher? 14 What do I do when our store is out of stock of WIC foods? 13 What if a WIC participant signs the voucher before she/he comes into the store? 14 What if the WIC ID folder doesn’t have the blue WIC stamp? 12 What is a proxy? 12 What is a voucher? 11 What is a WIC ID folder? 12 What is the difference between a simple altered voucher and a complex altered voucher? 14 What is the mailing address of the Vendor Unit? 11 Where can I find the information, on the WIC ID folder, that I need to use when I cash a voucher? 12 Who can be a proxy? 12 Who do I call if I have a questions or problems? 11 Why can’t I call the clinic nearest to my store and ask them questions? 11 What is a cash-value voucher? 15 What do I do if a WIC participant goes over the dollar amount on the cash-value voucher? 15 What do I do if a WIC participant is cashing more than one cash-value voucher? 15 What do I do if a WIC participant does not use the full dollar amount on the cash-value voucher? 15 Can I combine a WIC families cash-value vouchers together? 15