Teletask Toolkit

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.