ebt staff training

EBT Staff Training

EBT User Group MeetingJuly 2014

Melody Schrank, RD/LDthe Chickasaw Nation

Melody.schrank@chickasw.net

4000 participants 8 clinics20 front- line staff 33 vendors

• Spirit (first SAM)- May 2007

• Food Package - August 2009

• Statewide Online EBT -October 2010

Constant State of Change

Staff Training • EBT 101 with processor 4 months

prior to rollout• Learning the lingo: EBT, APL, UPC,

PLU

Implementation Training• 1 week prior to rollout• Hands-on training using test

environment• Combination of Spirit Enhancement

Contractor, EBT Processor & Chickasaw Nation

• Card Issuance• Benefit issuance/ adjustment• Transaction history• Account balance

Spirit (MIS) Training

EBT Processor Training• IVR• Pinning a card

• Participant/ Proxy Identification• # cards per household• Card replacement policy

Chickasaw Nation Policy

• Issuance of milk products to broadband (2%, 1%, skim, lactose free, evaporated…)

• .25 gallons milk = 1 quart• .25 beans = 1 can

Food Issuance Changes

• 128/256 ounces infant food• Issue Whole Grains in ounces• Chocolate Milk- issue the subcat

Food Issuance Changes

• Staff visited stores to make compliance buys

• Recommend for all states implementing EBT!

The Shopping Experience

Lessons learnedTrain your staff how to troubleshoot basic EBT issues & to gather the information State Office staff will need to troubleshoot more difficult issues!

Troubleshooting EBT IssuesCard 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?

Troubleshooting EBT IssuesParticipant 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?

Troubleshooting EBT IssuesParticipant Unable to PIN Card•Are the mailing zip code and DOB for cardholder correct in Spirit?•Is the participant using a touch-screen phone?

Deciphering the Receipt• Initial balance• WIC Purchase• Ending balance

Contact Information

Melody.schrank@chickasw.net