May 2, 2011 WIC Update

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SUBJECT 1: Breast Pump Order
SUBJECT 2: Serving WIC Participants in a Disaster
SUBJECT 3: REMINDER: WIC Help Desk Meeting
SUBJECT 4: Accuracy of MOWINS Numbers
SUBJECT 5: Reminder of Who to Call
SUBJECT 6: Resource Order Survey (Sesame Street-Food For Thought and National WIC Association 2012 Calendars)
SUBJECT 7: FFY 2012 WIC LAP Training
SUBJECT 8: Performance Measures Project- Volunteers Requested
SUBJECT 9: WIC Customer Service Tip
JOB OPPORTUNITY: Nutritionist/Dietitian-Samuel U. Rodgers Health Center

  1. Breast Pump Order:  Medela will begin shipping breast pumps Monday, May 2nd.  Please remember that the following procedure must be followed in order to verify receipt of shipment for payment and to send the required WIC tags.

    • Immediately upon receipt of shipment, please locate the packing slip and verify that your agency received the products and quantities stated.
    • Sign the packing slip to verify the order is correct.
    • Fax the signed packing slip to Laura Weiler at the state WIC office at 573-526-1470.  WIC tags will be mailed upon receipt of your packing slip.
    • If your agency did not receive what was stated on the packing slip, please contact the state WIC office immediately.

    If you have any questions, please contact Kathy Mertzlufft at Kathy.Mertzlufft@health.mo.gov or by telephone at 573-526-4792.

  2. Serving WIC Participants in a Disaster:  As local WIC providers serve participants who are affected by recent tornadoes and flooding in Missouri, you may need to refer to the following policies:

    • Disaster/Emergency Preparedness Plan, ER #3.00500, available on the .
    • Processing of Application and Issuance of Food Instruments when the Data System or Computer Equipment Fails, ER #3.01450, also at the above link.
    • Food Instrument Issuance – Mailing, ER #3.05500 in the WOM.

    Prior to implementing the disaster policy, contact your assigned technical assistance team or the state WIC office to notify them of the local emergency.  The emergency is declared at the local level, not at the state level.  The role of the state team is to assure the policy is implemented properly in the case of a true emergency.

    These policies may also be helpful as you prepare for the National Level Exercise Earthquake Drill scheduled the week of May 16, 2011.  If you have questions, contact your assigned technical assistance team.

  3. REMINDER: WIC Help Desk Meeting:  This is a reminder that there will be no WIC Help Desk coverage on Friday, May 20, 2011, from 8:15 am to 10:15 am.  Although staff will not be available during these hours, feel free to leave a message and all calls will be returned as soon as possible.  The purpose of these meetings is to review processes and procedures in order to provide the highest quality customer service to local agencies and WIC participants. 

    If there are any questions, please contact Michelle Nienhuis by phone at 800-392-8209 or by e-mail at Michelle.Nienhuis@health.mo.gov

  4. Accuracy of MOWINS Numbers:  Some agencies are continuing to express concern that MOWINS is not accurately counting participation.  We have reviewed the participation numbers and looked at them over time – pre-MOWINS and post-MOWINS.  Participation is counted differently in MOWINS than it was in HANDS.  Attached is a chart that explains how both systems count participation and how the agencies overall count may be affected.  The following agencies have validated that their manual count and the MOWINS count are virtually identical – Macon, Wayne, Butler, Osage and Shannon.  Three other agencies, while not doing a complete manual count validation study, are comfortable that MOWINS is accurately counting their participation.  Based on our review of data and agencies validation study results, we conclude that the system is accurately capturing participation.

    We share agencies’ concerns that participation has decreased in recent months as compared to what it had been in most of FFY 2010.  It is now time to focus efforts on discerning what may be contributing to this decline and sharing strategies that are working.  We have prepared the attached summary of best practices to share what agencies have found helpful in the areas of customer satisfaction, outreach, expanded hours and efficient use of space and staff.  If you have best practices you would like to share, please send them to your TA staff. (TWO ATTACHMENTS)

  5. Reminder of Who to Call:  We are sending this as a reminder of who local agency staff should call depending on the issue they need to have resolved. This information will enable local agency staff to call the right person right away, thus avoiding being transferred to multiple people to have questions answered, resulting in improved customer service.

    Topic

    Who to Call

    MOWINS Questions MOWINS password problem, questions on how to use MOWINS, including Clinic and Appointment Scheduler

    Call WIC Help Desk at 800-554-2544

    Problem with computer hardware (computer, monitor, printer, signature pad, scanner, etc.) or password problems other than MOWINS, assistance with email

    Call ITSD Help Desk at 800-347-0887

    Need additional computer equipment

    Contact Mark Davis at Mark.Davis@health.mo.gov or 573-526-5323 or 800-392-8209.

    WIC policy questions

    Call TA team: http://health.mo.gov/living/families/wic/wiclwp/pdf/TAMap.pdf

    If you have questions, contact Mark Davis at Mark.Davis@health.mo.gov or 573-526-5323 or 800-392-8209.

  6. Resource Order Survey (Sesame Street-Food For Thought and National WIC Association 2012 Calendars):  The State office plans to purchase the following WIC resources for WIC participants:

    • Sesame Street – Food For Thought

    Eating Well on A Budget is a bilingual, multimedia program designed to help support families who have children between the ages of 2 and 8 and are coping with uncertain or limited access to affordable and nutritious food.  More information is available through the web.

    • National WIC Association (NWA) 2012 Calendars – “Eat Smart Today & Tomorrow”

    The NWA calendar has been developed and fully tested with the population that WIC serves to deliver the messages that are crucial to the success of the WIC mission.  It is a great resource that supports and enhances the nutrition education that is provided to WIC participants. 

    During the week of May 9, 2011, WIC Coordinators will receive an order survey for those items from Takako Tagami.  It is very important for your agency complete the survey by May 20, 2011.  If you have questions and/or suggestions, please feel free to contact Takako Tagami at Takako.Tagami@health.mo.gov.

  7. FFY 2012 WIC LAP Training:  Federal Fiscal Year 2012 WIC LAP Training will be conducted at the DHSS ITSD Training Room, 920 Wildwood, Jefferson City on July 1, 5, 6, 7 and 8.

    This year's training is optional, but is strongly recommended for new LAP users.  Experienced LAP users or those who feel they need a refresher may view FFY 2012 LAP Training Webinars.  You will be notified when the Webinars are available on the WIC web site in a future WIC Updates.

    To register for the training, complete the attached registration form and e-mail to Debby.Hanlon@health.mo.gov or fax to 573-526-1470.  If you have questions about the training, contact Debby Hanlon at 800-392-8209 or 573-751-6196. (ONE ATTACHMENT)

  8. Performance Measures Project- Volunteers Requested:  Missouri WIC is in the development stage of a performance measures project in which local agencies can focus on improving health outcomes.  Performance measures would be linked to the Local Agency Plan process where goals are set by agencies and tracked as evaluation measures.  The state WIC office would create a dashboard by measure and agency, and then publish the data so each agency can see how it compares to other local agencies.

    We are asking for local agency volunteers to work on a team with state staff to select performance measures and to pilot the project.  If you are interested in working on this project and are able to contribute the necessary time, please send an email to Betty.Cassidy@health.mo.gov by Friday, May 13, 2011.

    If you have questions, please contact Betty Cassidy at the email above or 800-392-8209.

  9. WIC Customer Service Tip:  This issue discusses getting quieter participants to “open up.”  This newsletter is courtesy of Learning Dynamics. (ONE ATTACHMENT)


WIC Positions

JOB OPPORTUNITY:  Nutritionist/Dietitian-Samuel U. Rodgers Health Center
Samuel U. Rodgers Health Center is looking for a part time Nutritionist or Dietitian for our WIC Department.  This position will work Tuesday and Thursday 8:00 am to 5:00 pm.  See website at www.rodgershealth.org for job requirements.

Send your resume to HR@rodgershealth.org, fax to (816) 474-4914 or apply in person at 825 Euclid Avenue, KCMO 64124

Attachments:
WIC Best Practices Caseload
WIC Customer Service Tip
Caseload Counts Comparison Matrix
LAP Training Registration Form