WIC Clerical Training Directors Of First Impressions 1 Federal - PDF document

10/14/2020 WIC Clerical Training Directors Of First Impressions 1 Federal Program Special Supplemental Food Program for Women, Infants and Children. Since 1974 2 1

10/14/2020 WIC Client Categories (PBNIC) (MI‐WIC Policy 2.01 #1) PG BE BP NPP Pregnant Breastfeeding Breastfeeding Non‐Lactating Exclusively Partially Post‐Partum IBE IBP IFF C1–C4 Infant Infant Infant Child of Breastfeeding Breastfeeding Formula Age 1‐4 Exclusively Partially Fed 3 The Purpose Of WIC is to provide Nutrition support to low income women, infants, and children through education and strategies For healthy diet, supplemental foods, referrals, and breastfeeding Promotion and support. 4 2

10/14/2020 “ To improve health and achieve positive health outcomes during critical times of growth and Development.” USDA Policy Memo 2008‐1 5 Over 40 Years Of Success Directors of first impressions MISSION STATEMENT: To improve health outcomes and quality of life for eligible women, infants and children by providing nutrition education, breastfeeding promotion and support, nutritious food, and referrals to health and other services. $ Providing care for Improving the Improving the Saving taxpayer’s one out of two nutrition status health of babies dollars by preventing Michigan babies of WIC mothers and children disease 6 3

10/14/2020 “ The vision of the Michigan WIC Program is to have a major impact on improving health outcomes for clients, be recognized as a national leader, and achieve excellent “ satisfaction as viewed by the clients and the general public. Vision Statement 7 BF INITIATION 1 67% and 6‐month duration 20.5% INCREASE 2 1 st trimester entry to WIC WIC INCREASE 3 Ideal prenatal weight gain (33.5%) DECREASE 4 State Objectives Low hemoglobin to 17% C2‐4 DECREASE 5 Overweight/obesity to 13.5% C2‐4 Reduce 6 Low birth weight to 8.5% 8 4

10/14/2020 CHAPTER 1 GETTING TO KNOW WIC Page 5 9 PROMOTE Breastfeeding WIC PROVIDE Nutritional Education Goals of WIC PROVIDE Supplemental Foods PROVIDE Referrals for Health Services 10 5

10/14/2020 What Should You Know To Do Your Job? Initial Contact Initial Contact Initial Contact Other Visits Other Visits Other Visits Certification Visits Certification Visits Certification Visits Nutrition Education (NE) Nutrition Education (NE) Nutrition Education (NE) 11 Other Things You May Do As A WIC Clerk Order Forms Order Forms Order Forms Provide Documentation Provide Documentation Provide Documentation (Ineligibility Notices, Issuing EBT Cards) (Ineligibility Notices, Issuing EBT Cards) (Ineligibility Notices, Issuing EBT Cards) Inventory Inventory Inventory (EBT, Forms, Equipment) (EBT, Forms, Equipment) (EBT, Forms, Equipment) Caseload Caseload Caseload Process Terminations Process Terminations Process Terminations 12 6

10/14/2020 E‐Forms 13 EPPIC System Your manager will contact the State WIC Office to help you set up an EPPIC account 14 7

10/14/2020 What Do You Need To Know About Policies? • MI‐WIC ensures that policies are enforced • Knowledge of MI‐WIC enables proper completion • Knowledge of MI‐WIC directs what is asked of clients and the information provided to them 15 Client‐Centered Approach Are we the “FIX IT” people? Or do we work with the client to find a solution? 16 8

10/14/2020 Interact with one Client feels Applies to all person and family Empathy accepted, valued, four WIC goals at a time and trusted 17 18 9

10/14/2020 Client‐Centered Focus A customer is the most important person in your clinic ‐ if taking care of your clients is the reason you have your job, it’s important to try to give excellent service 100% of the time to 100% of the people. 19 20 10

10/14/2020 Chapter One Progress Check Pg. 13 21 Condescending Clerk Video 22 11

10/14/2020 23 Welcoming Clerk Video 24 12

10/14/2020 25 Let’s use our personal skills and Ability to welcome this new person to WIC and make them feel important! you’ve got this! CHAPTER 2 Initial Contact Page 15 26 13

10/14/2020 Initial Contact Prescreening Is The Client…  PBNIC category eligible?  A Michigan resident? Does The Client…  Meet income eligibility?  Have a nutrition risk? Policies…  MI‐WIC Policy 2.01 Eligibility/Certification of Clients.  MI‐WIC Policy 2.02 Residency  MI‐WIC Policy 2.03 Identity  MI‐WIC Policy 2.04 Income Determination 27 Client Confidentiality Policy 1.03 – Federal Regulations “ To ensure compliance with Federal Regulations and to assure the confidentiality of applicant and client information. ” WIC agencies shall assure privacy when performing income determination, anthropometric & lab procedures, obtaining medical history, and client counseling. 28 14

10/14/2020 Respond to dual Search state‐wide Create a record in participation warnings in MI‐WIC MI‐WIC, if necessary  MI‐WIC Policy 3.03 Dual Participation INITIAL CONTACT: DECISION TO PRE‐CERTIFY If the client appears to be eligible and wants to apply for services 29 If the client is not eligible, they are Scheduling: still entitled to Making an Appointment an appointment Once the client has a record in MI‐WIC, you can make an appointment 30 15

10/14/2020 Scheduling Policy MI‐WIC Policy 3.01 – Processing Timeframes and Appointment Scheduling Describes appointment types and time frames 31 Within 10 calendar days if the client is pregnant, an infant, breastfeeding, or migrant or homeless Within 20 calendar days if the client is a transfer or other PBNICs 32 16

10/14/2020 Scheduling – The 10/20 Day Rule If it’s impossible to schedule a client within the required timeframes, a pop‐up appears in MI‐WIC when you make the appointment . Is this the client’s choice? Select NO Select NO Select YES Select YES if you have no if there are appointments appointments available available, but the client in the required timeframe declines them 33 10/20 Day Rule Pop Up in Mi‐WIC System 10/20 Day Rule Pop Up in Mi‐WIC System 34 17

10/14/2020 If unable to schedule an appointment within the 10/20 day rule, refer client to another site or agency if they are interested. Client‐Centered ( You cannot require a client to go elsewhere! It always remains the Opportunity client’s choice where they go for service.) www.Michigan.gov/wic/clinicdirectory 35 Appointment Frustration 36 18

10/14/2020 37 Missed Appointments A Good Technique 38 19

10/14/2020 39 Scheduling Appointments Types CEVAL : Child PCERT : Priority CERT : Certification Evaluation/Mid‐cert Certification EDU : Nutrition Ed/ NCRD : Nutrition PFRESH : Project Fresh Benefit Pick‐up Counseling w/the R.D. IEVAL : Infant OTHER : Other RECERT : (weight check, formula Evaluation/Mid‐cert Re‐certification change, transfers, etc.) 40 20

10/14/2020 Additional Appointment Types BFPC : Breastfeeding Peer Counselor WCC : WIC Client Connect EDUO : On‐line Education BFLS : Breastfeeding Lactation Specialist EDUT : Take‐home Education BFLC : Breastfeeding Lactation Counselor EDUW : Walk‐in Education 41 Additional Virtual Appointment Types PFRESHV : Project Fresh BFPC : Breastfeeding Peer Virtual Appt. Counseling Virtual Appt. EDUV: EDU Virtual Appt. BFLSV : Breastfeeding Lactation Specialist Virtual Appt. NCRDV : Nutrition Care Plan BFLCV : Breastfeeding Lactation Development/Counseling Consultant Virtual Appt. Virtual Appt. 42 21

10/14/2020 43 Scheduling: Using PCERT The effective use of PCERT to make Priority Cert appointments is if you have special PCERT columns in your schedule 44 22

10/14/2020 Scheduling Suggestions Know the columns and appointment types your clinic uses Ask the client if they have any preferences, give the client a choice Synchronize family members when possible and according to local practices 45 1 st Proration 11 days to 20 days (issues 2/3 package) 2 nd Proration 21 days or more after benefit start date Scheduling Suggestions (issues 1/3 package) Try to schedule clients as close as possible to their BVT (Benefits Valid Through) date (10‐15 days before) so the clients will get full benefits for the month. 46 23

10/14/2020 Scheduling Suggestions Pay Attention to the client’s cert end date Instruct Client how to change or re‐schedule missed appointments 47 What is the Integrated Service Delivery Project (ISD)? • Integrated Service Delivery (ISD) is a comprehensive, transformative effort in Michigan to better integrate programs and improve customer service and health outcomes. • Michigan WIC is partnering with ISD to identify potential WIC clients and connect them to WIC clinics nearby through the self guided service portal, MIBridges. • The MIBridges Portal will be able to identify potential WIC clients during navigation. They will be presented with an option to send their information to WIC. If they choose, this information will be sent directly to the MI‐WIC system for our staff to view and respond to. 48 24