These are some best practices when it comes to using TeleTask.

• Two-way text messages from the WIC applicant, participant, authorized representative or alternate representative that contain Personal Health Information (PHI) and Personal Identifiable Information (PII), such as names, addresses and DOB, must be treated as confidential.
• The LA should not reference PHI or PII in WIC communications with the WIC applicant, participant, authorized representative or alternate representative.
• When responding to an unknown or unidentified telephone number, the LA shall refrain from providing specific household information regarding a WIC applicant, participant, authorized representative or alternate representative.

Teletask may be used for:

• Text or two-way messages regarding WIC services.
• Scheduling or reminding participants of appointments.
• Notifying participants in advance of their certification period end date.
• Inviting participants to attend classes.
• Describing items to bring to the next appointment (e.g., proof of residency).
• Providing the clinic phone number to discuss questions or changes to the food package with a CPA or nutritionist. Refer to policy 2.4.110.
• Sending a single mass message to a group of participants.

Text messages should be clear and concise using the following guidelines:

• Proper use of punctuation and spaces.
• Abbreviations are easily understood, as included on the LAs approved abbreviation list.
• Avoid the use of images or icons, including emojis.

Opting out

As a requirement of the Telephone Consumer Protection Act the WIC applicant, participant, authorized representative or alternate representative must have the ability to opt out of receiving text messages. The WIC applicant, participant, authorized representative or alternate representative may opt out of receiving Teletask messages by texting STOP at any time.

It is important to note that Teletask functionality does not include an option to opt out of text messages and still receive appointment reminders. Therefore, if the WIC applicant, participant, authorized representative or alternate representative chooses to opt out of texting, they are also opting out of appointment reminders.

These are steps for local agencies to take when creating a profile.

1. Users set up by the LA designated system administrator will receive an email invitation from Teletask (hello@teletask.com) with a web link to accept the invitation.
2. Select accept invitation within 72 hours of receipt.
   1. Note: If the invitation expires let your LA Teletask system administrator know, and they will send you a new invitation.
3. You will be directed to an accept invitation screen within Teletask to set your password:
   1. Name = your work email account.
   2. Password = password of your choice.
   3. Confirm password.
   4. Select Set my password.
4. After your password is set, you will be taken to the Teletask dashboard.
5. To logout, select profile then logout.
6. To login again, return to the Teletask system and enter your work email address and password.

Once logged into the system, please refer to the Help menu within the system on how to reach the Teletask support help desk for assistance.

Teletask does not work correctly in Internet Explorer; please use an alternative web browser such as Edge, Firefox or Chrome.

Mass messages

Mass messages are text messages sent to a group of WIC participants who have provided consent within the management information system (MIS) to accept text messages. 

When planning a mass message, first consider the strategy and goal of the mass message. A mass message sends a single text message to multiple participants simultaneously but results in a separate private conversation with each. This means any reply remains just between the sender and receiver. 

Text messaging is built for two-way conversations. Have a plan in place to manage replies. Limit mass messages to a single message of less than 160 characters.

Once the LA determines which templates will be most useful, LA admin users may copy and paste the content for mass messages into the messages tab in the Teletask platform.

Chats

Chats are two-way text messages between an LA and the WIC applicant, participant, authorized representative or alternate representative.

The chat templates on the Teletask platform may be customized. Chat templates are accessible by all LA Teletask users on the chats tab. LAs may also reference this toolkit for sample messages.

Guidelines for creating effective messaging include:

• Limit the number of characters. The number of characters in a message should be less than 160 due to the annual message limit. 
  • The state agency (SA) pays for statewide licensing based on a set number of messages sent annually. The SA will monitor the number of messages sent to determine if the license is reaching the cap. If the cap is reached, the system will continue to operate at an additional cost. The SA may ask LAs to limit the number of mass messages being sent.
  • Five characters, “WIC: ”, are automatically added to the beginning of each message and is included in the character count.
  • The message lengths are approximations since translated languages may take up a different number of characters.
• Use of first name. LAs may use the first name of the WIC applicant, participant, authorized representative or alternate representative. 
  • This first name “merge tag” can be inserted within the sample text messages. Refer to policies 3.1.060 and 8.1.010 for Teletask privacy and confidentiality information.

Tips for developing effective text communication

• Keep messages short and concise. The entire message should be less than 160 characters, including spaces, punctuation and web links. Five characters appearing as the sender “WIC: ” are automatically added to the beginning of each message, therefore, 155 characters or less is the target goal.
• Limit the use of acronyms, initials and abbreviations unless they are broadly known and easily understood. Examples of broadly known abbreviations include:
  • US for United States.
  • Info for information.
  • & for and.
  • Msg for message.
  • Appt for appointment.
• Limit the use of punctuation. Use only for clarity or emphasis. Avoid overuse of exclamation marks.
• Make messages actionable, specific and simple. Consider the goal of the conversation and use text messages to relay information without an expectation of a response.
• Use web links to websites that are verified to work with mobile devices, when possible.
• Include the area code or 1-800 prefix when adding a phone number to a text message. In some cases, including the area code allows the message recipient to tap-to-call from the mobile device. For example: Please contact the WIC office at 1-800-555-5555.

Appointment reminder

Message #1
Don’t miss out on WIC support and months of healthy food benefits for your family.

Outreach

Message #1
Spread the word. Tell your friends and family about Missouri WIC. Click [web link] to find WIC locations and information on qualifying for WIC.

Customer service

Message #1
Just a friendly reminder: use your benefits before they expire. View My Benefits in the WICShopper app.

Message #2
Your certification period is about to end. Call [XXX-XXX-XXXX] for more information.

Message #3
Your food benefits are now available. Please check the WICShopper app for your food balance and next appt. Thank you.

Breastfeeding

Message #1
Call our Breastfeeding Helpline at [XXX-XXX-XXXX] [days/hours]. We will call you back Mon-Fri from 8am-5pm.

Message #2
Check out our Breastfeeding Peer Counseling Program info at [web link].

Message #3
Check out our guide to breastfeeding: [web link].

Farmers’ market

Message #1
Farmers' market season is here. Click to find a location: [web link].

Missed appointment

Message #1
Hi, sorry you missed your appointment. Don’t worry-call [XXX-XXX-XXXX] to reschedule. We look forward to seeing you.

Message #2
Hi, looks like we haven’t seen you in a while. Contact us so you can keep getting healthy food and support.

Message #3
Your child is growing fast. Contact us to make an appt to keep getting healthy food and support for another year.

Message #4
Hello. We were not able to reach you by phone today. Please let us know what day and time is best to call again.

Benefit redemption

Message #1
You can shop with your current benefits until [benefit end date]. Check the WICShopper app for your food balance and WIC retailer locations.

Message #2
Have you used all your WIC benefits this month? You can shop using your current benefits until [benefit end date].

Message #3
Just a friendly reminder: Your benefits will expire at the end of this month. Use the WICShopper app to check your food balance.

Customer service

Message #1
Thank you. We received your document(s).

Message #2
Hi, this is [staff name]. I will be calling you in just a moment from [XXX-XXX-XXXX].

Message #3
Thank you for your interest in WIC. What day works best for your appointment? Do you prefer morning or afternoon?

Message #4
Check to be sure you have what you need for your first appointment. Visit [web link].

Message #5
Please call our office at [XXX-XXX-XXXX] and a nutritionist will be able to assist you with your questions.

Forms

Message #1
Please ask your child's doctor to fill out this WIC referral form [insert form]. Upload or bring the form to your next appointment.

Message #2
Please ask your doctor to fill out this WIC referral form [insert form]. Upload or return by fax to [XXX-XXX-XXXX].

Message #3
Your formula request requires a qualifying condition for approval. Please ask your doctor to fill out the health care authorization form [insert form]. Return by fax to [XXX-XXX-XXXX].

Message #4
You have indicated no income at this time. Please complete, sign and upload the affidavit of zero income [insert form].

Message #5
Please complete, sign and upload the Alternative Representative or Proxy Request Form [insert form].

Message #6
Please complete, sign and upload the Participant’s Rights and Responsibilities form before your next visit [insert form].

General message for unknown or unidentified texts

Scenario example:

You receive a text from an unverified number for a WIC applicant, participant, authorized representative or alternate representative: “Can you please tell me if my son has any more formula?”

LA may respond: Our system is not able to verify your identity. To better assist you, please contact us at [XXX-XXX-XXXX].