Transcript Allowed - Nevada WIC

Vendor Training
2013
The Women, Infants and Children (WIC) program is a
supplemental program that provides food
benefits, health care referrals and nutrition
education for low-income pregnant,
breastfeeding, and non-breastfeeding post
partum women, and to infants and children up to
age 5 who are found to be at nutritional risk.
Clients must meet all 4 eligibility criteria
1. Household income guidelines
2. Be a pregnant or postpartum (6 months-1 year after delivery)
woman, or infant/child under age 5
3. Have a medical or nutritional risk factor
4. Live in an area served by WIC
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Nutrition Education
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Breastfeeding Support
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Benefits for Healthy Foods
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Referrals to Other Services (SNAP, Medicaid, TANF,
dental services, health clinics, immunizations, food
banks, etc.)
A major goal of the WIC Program is to improve the
nutritional status of infants.
Nevada WIC Participants receive their food benefits on
Electronic Benefit Transfer Cards (EBT)
Each Participant is given a food package tailored to
their category and nutritional needs
Participants are only allowed to receive the foods listed
in their package
Only foods Authorized by the Nevada WIC Programs are
allowed
There are no food package changes for the upcoming
year effective October 1, 2013.
Allowed:
• Least Expensive Brand (including cow,
goat’s, lactose free and acidophilus milks)
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Whole (3.5%), Reduced (2%), low fat (1%)
or skim (non-fat)
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Women & Children over 2 years of age will
receive a reduced fat milk.
The participant’s EBT card will only allow the
appropriate milk to be purchased by the participant.
Not Allowed:
• Highest Price
• Flavored Milk
• Buttermilk
• Organic Milk
Allowed (any brand):
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Processed American
Cheddar
Colby
Longhorn Style
Mozzarella (Reg or String)
Jack
Blocked, Sliced or Mixed
Regular, Low Fat, Reduced Fat, or
Fat Free
Package size MUST be 16 ounces
Not Allowed:
• Import
• Deli Cut to Order
• Shredded
• Organic
• Cheese Food, Product, or
Spread
• Flavored Cheese
• Individually wrapped slices
Allowed:
• Packages of one dozen
• Least Expensive Brand Available
• Large size only Grade AA
• White Chicken Eggs
• Medium Eggs may be substituted if large are
unavailable
• Hard boiled eggs will remain authorized for
participants that have inadequate
storage/cooking.
Not Allowed:
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Specialty: Organic, Omega 3
Packages larger or smaller than one dozen
The WIC Program includes Tofu and Soy
Beverage as WIC eligible items.
Tofu
Azumaya or House Premium Brand
Plain, calcium-set tofu, which is: firm or medium, refrigerated,
water packed only
Soy Beverage
Pacific Ultra Soy, Plain or Vanilla shelf stable
Quart size (32oz container)
8th Continent Soymilk, Original or Vanilla
Half Gallon (64oz container)
Allowed:
Only brands and flavors listed in the food brochure
Package size 12oz or Larger for Cold Cereals
Package size 11.8oz or Larger for Hot Cereals
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Purchases cannot exceed the total ounces issued or
the item(s) will be rejected
Not Allowed:
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Cereal brands not Listed on Cashier Card
WIC Participants receive a monthly dollar
amount based on their food package. This
amount will be on their EBT card and can only
be used for fresh, canned or frozen fruits and
vegetables. The UPC database has the PLU’s
and UPC codes for approved fruits and
vegetables.
Allowed:
Any variety of fresh whole or cut fruits and
vegetables, except white potatoes.
Orange yams and sweet potatoes are allowed.
Prepackaged bags of fruits and/or vegetables are
allowed as long as they do not have sauces,
dressings, nuts, cheese or extras included.
ORGANIC is allowed
Allowed:
Canned and Frozen Fruits and Vegetables
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Canned
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Any brand, size and type of container.
Packed in water or juice without added sugar.
Natural or Unsweetened applesauce.
Tomatoes or tomato products (whole, crushed, diced, paste, or purees)
Sweet potatoes or yams without added sugar.
Regular or low sodium vegetables.
Organic
Frozen
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Any brand, size and type of container.
Any variety without added sugars or sauces.
Sweet potatoes or yams without added sugar.
Organic
Not Allowed:
Canned and Frozen Fruits and Vegetables
 Frozen
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Fruits with added sugar, added ingredients, or artificial ingredients.
Any potatoes or potato mixtures.
Breaded or flavored vegetables.
Vegetables with sauce (cheese, butter, teriyaki, etc).
Vegetables with added sugar, oil, fat, pasta, rice, or any other ingredient.
No french fries, tater tots, hash browns, or mashed potatoes.
Canned
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Fruit packed in syrup (heavy, light, or extra light).
Cranberry sauce, or pie filling.
Fruit with added sugar, salt, fats, oils, or artificial sweeteners (Splenda,
NutraSweet, etc.).
Vegetable mixtures with potatoes.
Vegetables with added fats or oils.
Vegetables that are pickled, creamed, or in sauce.
Tomato products with added sugar, fats, or oils.
Not Allowed:
Dried fruits and vegetables.
Breaded vegetables, fruits and vegetables from the salad
bar, fruit baskets, party vegetable trays, herbs and
ornamental or decorative fruits or vegetables such as chili
peppers on a string, garlic on a string, gourds or painted
pumpkins.
Not Allowed:
Herbs primarily used as flavoring ingredients are not
allowed.
Examples of herbs not allowed are:
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Anise
Basil
Bay Leaves
Caraway
Chervil
Chives
Cilantro
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Dill
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Participants are allowed to pay the
difference between the Cash Value
Benefit (CVB) amount and the
actual purchase amount of the fruit
and vegetable products with their
own funds (such as, cash, credit
card, personal check or SNAP
benefits).
Processing Fruits and Vegetables
When ringing up canned or frozen fruits or vegetables, DO NOT
use the generic PLU for fresh fruits and vegetables.
Scan the UPC through the WIC POS machine as you would
other products. Not all canned and frozen fruits and
vegetables are approved based on possible added
ingredients.
If you know it is a WIC Approved item and the UPC/PLU is not
recognized you must submit a Nevada WIC EBT Vendor UPC
Request Form. The form can be found on our webpage, in
your vendor manual, or you can call the State Agency for
additional information.
Allowed:
Only brands and flavors listed on the food brochure
100% Juice Only
Unsweetened
Participants are required to purchase the juice containers as
listed on their EBT card balance. Some food packages only
allow 11.5 or 12 ounce frozen or “pourable” concentrate.
Others allow 64oz single strength juice.
Least Expensive brand available Orange Juice and
Pineapple Juice (must contain at least 120% of the Daily
Value of Vitamin C per 8oz. Serving)
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Not Allowed:
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Juice “drinks” or cocktails
Other additives
Nectar, or Ade
Allowed:
• 16-18 oz size
• Any Brand
• Creamy or Chunky
Not Allowed:
• Added Jelly, Jam, or Honey
• Reduced Fat or Peanut Spread
• ORGANIC
Allowed:
• Any Brand
• Any type of dry bean, pea, or lentil
Not Allowed:
• Seasonings Added
• Soup Mixes
• Bulk
• ORGANIC
Allowed:
14-16 Ounce Cans
Any Brand
Black, Red, Black-eyed Peas, Kidney, Navy or Pinto
Regular or Low sodium.
Not Allowed:
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Flavored beans
Meats
Baked or pork and beans
Organic
Chili beans
Orange beans
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Green or wax beans
Cajun or BBQ Ranch Style
Soup mix
Frozen green peas
Snap beans
Added fats, sugars or oils
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Canned beans are NOT a fruit or vegetable.
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Canned beans cannot be purchased using the
participants Cash Value Benefit (CVB).
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NEVER use the generic UPC/PLU to enter canned
beans. If it does not scan they cannot purchase
it.
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Items that can be purchased with the CVB are
beans that are not authorized under the legume
category, e.g., frozen beans of any kind,
including frozen types of beans authorized in the
legume category.
Allowed:
• Any Brand Loaf
• 16 ounce packages only
*A whole grain must be the first ingredient listed on the packaging
Not Allowed:
• Organic
• Light Bread
• Buns or Rolls
Participants are allowed to
substitute brown rice or whole
wheat or corn tortillas with
their whole grain benefit on
an equal weight basis.
Allowed:
Participants are allowed to
purchase brown rice in a 16
ounce bag or box.
Instant, Quick or Regular Cook
Time
Short or Long Grain
Not Allowed:
Organic
Bulk
Ready to Serve
Boil in a Bag
Allowed:
Whole Wheat or Corn Only
16 ounce packages
A whole grain must be listed as the first
ingredient
Not Allowed:
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Organic
Allowed:
• Any brand, 5oz can or larger
• Must be Light Tuna
• Packed in water
Not Allowed:
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Albacore
No Fancy
Oil packed
Low Sodium or “Diet”
Solid
Flavored/Seasoned
Pouches or filets
ALLOWED:
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ANY BRAND
3.75 OUNCE CAN OR LARGER
PACKED IN WATER, OIL, MUSTARD OR KETCHUP
NOT ALLOWED:
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ADDED SEASONINGS
New packaging for
Gerber Infant Cereal
effective March 2013!
Note: UPCs for old
packaging were removed
from the APL file
Allowed:
Gerber or Beechnut 8oz boxes ONLY
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Barley
Rice
Oatmeal
Whole Grain
Not Allowed:
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Added fruit
DHA
Single-serving size
Organic
Beechnut Goya
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Mixed
Whole Wheat
Mixed Grain
Multigrain
Fruits and Vegetables
ALLOWED:
Single fruits or combinations of
fruits
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Single vegetables or combination
of vegetables
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Stage or Step 2 or 2 ½ ONLY
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3.5 ounce or 4 ounce jars only
NOT ALLOWED:
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DHA
Organic
Desserts, Yogurts, Medley’s,
Added Cereal, Soups, Stews,
Pastas, Added Sugar, Starches, or
Salt
Meats
ALLOWED:
2.5oz container
Stage/Step 1 or 2
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Beef
Ham
Turkey
Chicken
Lamb
Veal
NOT ALLOWED:
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Organic
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DHA
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Dinners, Food Combinations, Added Sugars. Starches,
Salt, Stews or Pastas
Participants Must Purchase Exactly What
Is Listed on Their Shopping List
• Only the approved formula
will scan
• No Substitutions
• No Rain checks
UPC Requests
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As soon as your store is aware that they have a
WIC Approved item that is not scanning, it is
required that they complete the UPC Request
form and submit it along with a copy of the label
showing the brand, product name and size,
ingredients and UPC barcode to the State WIC
office. Failure to include all documentation could
result in a delay in adding the UPC.
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Not providing WIC approved items to
participants means you are in violation of your
Vendor Agreement.
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Your store can be sanctioned for not providing
WIC Approved foods to a WIC participant.
UPC Requests
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Manufacturers are constantly changing packaging and
UPC codes, we do our best to keep our database
current.
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Your store may be receiving fruits and vegetables from a
new supplier and we may not have the current UPC/PLU
code.
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If we don’t know about it we cannot add it, however our
compliance shoppers are watching for this.
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Your assistance is key in keeping the UPC database as
clean and current as possible.
Filing Complaints
At WIC we strive to make the WIC transaction experience flow
as smoothly as possible. In the event that this is not the case, we
have complaint forms that are available to participants, vendors
and clinics.
Complaints may include, but are not limited to:
• Participants trying to purchase unauthorized foods with their
benefits.
• Participants trying to return food purchased with WIC benefits
for a cash refund.
• Participants who are verbally abusive.
• Vendors not meeting minimum stock requirements for WIC
approved items.
• Vendors denying participants WIC approved items.
Filing Complaints
To file a complaint please complete the NV WIC Complaint
form with as much detail as possible and fax or mail it to the
State Office.
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Fax:
775.684.4246
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Mail:
4126 Technology Way, Ste 102
Carson City, NV 89706
You may also file a complaint via our webpage at
www.nevadawic.org or call us at 1.800.863.8942.
The Nevada WIC Program will take the appropriate follow-up
action on all complaints received.
General Claim-Adjustment Information
When do I request a claim/adjustment?
Each business day, vendors must balance or reconcile their transaction receipts with the Vendor
Totals Report. If vendors discover that the net values or amounts of these items do not match, there
may be an out-of balance situation. If this occurs, call the JP Morgan Helpdesk at 1-800-266-1033.
How do I file a claim/adjustment request?
Call the JP Morgan Helpdesk at 1-800-266-1033 within four (4) calendar days of the transaction date
to file an adjustment request. The help desk will collect the necessary information regarding the
transaction, including a faxed copy of the receipt, and will submit an adjustment request on the
vendor’s behalf. If the error is not reported within four (4) calendar days of the transaction, the
request may be denied in accordance with the WIC Operating Rules.
What happens when a cardholder files an adjustment?
Vendors will be notified if a cardholder has filed an adjustment that may result in a debit to their
account. To deny a cardholder claim, vendors must verify whether goods or cash were given to the
cardholder by faxing a copy of the receipt or other supporting documentation (e.g., individual
transaction receipt). Documentation is required within two (2) to three (3) business days, the
adjustment request is normally denied and an adjustment is not made.
If the vendor agrees that the cardholder did not receive goods, if the vendor does not reply within
two (2) to three (3) business days, or if the vendor cannot provide supporting documentation, the
cardholder will be credited and the vendor’s bank account will be debited for the amount of the
cardholder’s adjustment request.
Restrictions on Vendor Incentive Items
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WIC Vendors are prohibited from offering incentive items solely to WIC participants in an effort to
encourage participants to redeem their WIC food benefits at their stores. Incentives offered to
WIC participants must be offered to all customers. Providing incentive items as part of a WIC
transaction or to solicit WIC patronage is subject to disqualification.
Incentives include free or complimentary gifts, home delivery of foods, store memberships, lottery
tickets, free or discounted services etc.
Incentive items that are offered to all shoppers/customers are allowed to be provided to WIC
participants in the same manner they are provided to customers not utilizing the WIC program.
The following incentives are allowed and will not be considered soliciting WIC participants if it is
offered to all shoppers:
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The use of coupons
Buy one, get one free
In-store manufacturer promotions
Store membership discounts
Store club cards
Employee discount cards-if the WIC participant is employed by your store
Vendors found to have violated the provisions of this policy will be sanctioned in accordance with
VM: 13 Vendor Violations and Sanctions sanction schedule. A copy of the schedule is located in
your Vendor Manual.
Reminders For Cashiers
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WIC purchases are tax exempt.
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DO NOT give change, cash, refunds, or rain checks.
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Participants are allowed (but not required) to pay the
difference for fruit and vegetable purchases that
exceed the allowable cash value amount on their EBT
card. If they choose not to pay the difference, they
have the option of returning some of the fruits and
vegetables.
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Allow only authorized WIC Foods.
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You must accept coupons if presented.
Reminders For Cashiers
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The State WIC office is mandated to
refer discrimination complaints based
on race, color, national origin, sex
age, or disability to the Office of Civil
Rights, United States Department of
Agriculture.
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Always refer to your Authorized WIC
Foods Card. Stores are required to
have the current card at each register
equipped to complete WIC EBT
transactions.
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Participants must purchase Least
Expensive brands for milk (all types),
eggs, orange and pineapple juice.
Reminders For Cashiers
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At least one WIC Lane must be
open at all times
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Participants are NOT required to
buy the store brand unless the
store brand meets the “Least
Expensive Brand” requirement
for eggs, milk, orange juice or
pineapple juice.
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Be sure to check that the
formula on the shelves has not
expired. Selling expired formula
to a participant is a violation.
Reminders For Cashiers
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All stores are required to meet the minimum
stock requirements at all times.
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If specific WIC items are needed to fulfill
WIC participant’s prescriptions, you will be
notified by the State Agency of which items
from the WIC Approved Food List you must
stock within 48 hours.
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You can find helpful information about the
Nevada WIC Program requirements at:
www.nevadawic.org
Reminders For Cashiers
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Nevada WIC has a listing of all WIC Approved UPC’s
online.
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This list includes a list of updates indicating new and
retired UPCs and PLUs.
Handouts
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Nevada WIC Approved Food List
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List of Herbs Not Allowed
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Similac Total Comfort Flyer
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Infant Formula Suppliers
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UPC Request Form
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Penalty Point and Sanction Schedule
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VM-13 Restriction on Incentive Items
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Nevada and ITCN WIC Minimum
Stock Requirements
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Sample UPC List
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Training Evaluation Form
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Color Food Brochure
Vendor Tools
Food Brochure
Cashier Cards
EBT Training Manual
Vendor Manual
WIC Approved Labels
Quarterly Cashier Newsletters
State of Nevada WIC Web Page
www.nevadawic.org
Important Points to Ponder
Changes & Substitutions
WIC participants must buy only those food items listed on the
WIC Authorized Foods list. If an item or brand other than what is
printed on your “AUTHORIZED WIC FOODS LIST” is presented,
decline the item and ask the customer to go back and get the
correct item.
Courtesy
Treat WIC customers with the same courtesy and respect as
you would any other customer. WIC Participants may not be
discriminated against because they are on WIC. WIC
customers must be able to shop at your store during any of the
store’s regular hours. Remember for each WIC dollar spent, WIC
participants will spend an additional 3 to 4 dollars in cash or
SNAP benefits (food stamps) in your store.
Coupons
If coupons or other promotional
specials are provided, these must
be given to WIC participants as
well. We encourage WIC
participants to utilize coupons,
vendor club cards, sales and every
available means to reduce food
costs so additional participants
may be served by the WIC
Program.
Instructions for processing coupons
can be found on the reverse side of
your Cashier Cards
Returns
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WIC foods may not be returned for cash.
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WIC Formula may ONLY be exchanged for the exact same formula
and ONLY if the can/container is damaged or expired. It is
recommended that a receipt be required for the exchange.
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It is important that each receipt specifies that it is a “WIC”
transaction so that if a customer attempts to return WIC purchased
items, they may be refused.
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In either case, if a return is allowed or refused, please report the
incident to the local WIC clinic or State Office for action.
Compliance Issues
We receive complaints on a regular
basis from clinics and participants
regarding issues at local vendors. We
also have secret shoppers completing
routine compliance buys. Here are
some common issues we are currently
seeing or hearing about.
Compliance Issues
Vendors do not have WIC Foods properly marked
with WIC Approved shelf tags.
The stores either don’t have any items labeled or
the labels are under the wrong items
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Vendors are out of certain WIC items.
The stores don’t have the appropriate minimum
stock of items such as whole grain bread and
infant formula.
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Compliance Issues
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The yellow WIC approved shelf tags are NOT optional, they are a
requirement of all WIC vendors as stated in the Vendor Agreements.
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Effective January 1, 2013 all vendors are now required to label all WIC
Approved cereals and juices that are available in their stores.
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Federal guidelines now require that all brands of cereal and juice be
labeled so as not to drive WIC participants to choose other branded
items, thus providing an unfair advantage to competitor juices and
cereal brands
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Note: You are only required to label one size of each brand of WIC
approved cereal carried in your store.
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If you need more shelf tags, contact the State WIC office.
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Vendors are responsible for correctly placing the shelf tags with
corresponding WIC approved items. Make sure to check your store shelves
periodically to ensure proper placement of these tags.
Compliance Issues
You must scan every item that a participant brings to the
register. You are not expected to know every item that is
available, however you may not simply tell a participant no
because you do not think it is WIC Approved. Scan the
item and if it does not go through, let the participant know
what the error message is.
On several occasions participants have been told they
cannot purchase items that are WIC Approved. Some
reasons for that are: The cashier did not know it was WIC
Approved and did not attempt to scan it, the participant
did not have enough ounces left on their card, it was the
correct size they were trying to purchase but not the right
brand or vice versa, the UPC was not in the database, the
UPC was not “turned on” (applies to integrated vendors).
Least Expensive Brand Requirement
Several items on our food list are listed as “least expensive brand available.”
Those items are:
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Eggs
Milk
Orange Juice (bottle or concentrate)
Pineapple Juice (bottle or concentrate)
For the items listed above, cashiers are required to ensure that the item the
participant is purchasing is the least expensive item available at the time of
purchase. These items may change on occasion based on sales or
availability.
Keep in mind that just because the item scans, it does not mean that it is the
“least expensive brand available” in your store. The item will scan because
the UPC codes must be in our database for those vendors who may only
carry one brand. Several rural vendors carry more expensive name brands
because it is all that is available to them.
Least Expensive Brand Requirement
Your stores can receive penalties and/or sanctions if it is found that
you allow participants to purchase items that are not the least
expensive brand available.
Your stores can also be billed back for the entire dollar amount of
the higher priced items when it is determined that you are not
following the least expensive brand requirement.
REMINDER:
IF A WIC APPROVED ITEM IS NOT LISTED UNDER THE “THE LEAST
EXPENSIVE BRAND” CATEGORY, YOU CANNOT REQUIRE A
PARTICIPANT TO PURCHASE THE LEAST EXPENSIVE BRAND AVAILABLE.
Thank you!
• Contact WIC via phone or complaint form with
any concerns
Carson City Office:
Las Vegas Office:
ITCN:
(775) 684-5942
(702) 486-8101
(775) 355-5210
JP Morgan EBT
1-800-266-1033
www.nevadawic.org
1-800-NEV-WIC
(1-800-863-8942)