2020 WIC Vendor Annual

Training

Illinois Department of Human Services

Tel. 844-901-0962

Email: DHS.WICVendor@Illinois.gov

Website: www.dhs.state.il.us/wicvendor

New Annual Training Format

Welcome to the Annual Training Webinar

No Proof of Attendance Form is required Proof of attendance will be

documented by a report generated at the end of the class showing who has enrolled and time active in the class.

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WIC Vendor Web Page

www.dhs.state.il.us/wicvendor

Go to this webpage for up to date information and forms including

WIC Vendor Complaint Form

WIC Vendor Voluntary Withdrawal Form

WIC Vendor Change of Information Notice

Minimum Supply List for Vendors & Pharmacies

Illinois Authorized WIC Food List

Illinois WIC Program Approved Infant Formula Suppliers

WIC FAQs

Minutes from monthly WIC Vendor Outreach Calls during EBT Rollout

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Training Notes

All slides in this presentation are available from the DHS WIC Office at DHS.WICVendor@Illinois.gov

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COVID-19 WIC Updates

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Communications and DHS Staffing

Most communications to our vendors will be taking place via email effective immediately.

It is imperative that all WIC Vendors provide a valid email address to avoid delays in communications.

Vendors are responsible for all communications sent to them electronically or via postal mail.

Go to www.dhs.state.il.us/wicvendor for regular updates regarding the current COVID-19 pandemic and its effects on WIC Vendor Related Issues.

WIC State Office staff are currently working remotely. They are still available during normal office hours by email and phone, however there may be a delay in response.

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Current Notes

Let the WIC Vendor Relations Unit know if your store needs to temporarily close. This will allow us to help participants find other places to shop.

WIC participants are to be allowed to purchase the quantity of items on their WIC checks if stock is available, regardless of the store's quantity limit.

There is currently a waiver in place, granted from the USDA through June 30, 2020 to allow the substitution of milk for any available fat content.

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General WIC Guidelines & Regulations

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What is WIC?

WIC = Women, Infants, and Children

Funded by the United States Department of Agriculture (USDA)

Run by the Illinois Department of Human Services (IDHS)

Provides nutrition education and healthy supplemental foods to:

Pregnant women Breastfeeding women Postpartum women Infants Children up to the age of 5

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Program Eligible Stores

Stores must meet the following standards to be eligible to be WIC Authorized Retailers:

Make less than 30% of profit from alcohol sales

Make less then 50% of food sale profit from WIC

Maintain minimum stock requirements Purchase infant formula from an

approved source Sell WIC foods at prices within

statewide averages; and Follow the rules as outlined in the

contract, Vendor Management Code and Federal Regulations.

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Contracts:Grocery vs. Pharmacy

Grocery Contracts Are not required to stock special

medical formulas to WIC participants If a store with a grocery contract

chooses to stock a Special Medical formula, it must be sold to the WIC participant presenting the Food Instrument.

Pharmacy Contracts Are required to provide Special Medical

Formulas Must be able to obtain formulas within

24 hours if requested by the participant.

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Retail Vendor Responsibilities

All Vendors must keep a copy of the Vendor Management Code bearing an effective date of September 1, 2006.

Must be available to all management staff

Code can be found at www.dhs.state.il.us/wicvendor

All store must be familiar with federal regulations from USDA.

This regulatory source is the final arbiter of what food may be purchased with WIC vouchers and of the rules that must be followed by stores that accept WIC Vouchers

Can be found at www.dhs.state.il.us/wicvendor

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WIC Vendor Management

Code Sections

Section 672.425 WIC Retail Vendor Responsibilities

Section 672.505 Federally Mandated Vendor Sanctions

Section 672.510 State Agency Vendor Sanctions

Section 672.515 Vendor Rights Regarding Notice & Appeal

Section 672.520 Breach of Contract

Section 672.450 Assignment or Transfer

Section 672.460 Voluntary Withdrawal from the WIC Vendor Contract

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Change of Information /

Transfer of Ownership

Vendors must notify the Department with advanced written notification of any change in vendor ownership, store location, or cessation of operations.

Any changes to vendor information in the contract will terminate the vendor agreement.

If a store is sold and a new owner is operating with the old owner's authorization stamp, the previous owner is liable for any violations that occur under the operation of the store.

DHS Must be notified of any changes to the following as well:

Name of the Contact Person Updated Phone Numbers Store Email Address Increase in the Number of Cash

Registers

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Communication

DHS will primarily communicate important updates and training information via EMAIL moving forward.

It is the vendor's responsibility to be aware of all communications from DHS regardless of how it has been communicated to the store.

Vendors may contact the DHS WIC Vendor Relations Unit in any of the following ways:

EMAIL: DHS.WICVendor@illinois.gov PHONE: 844-901-0962 MAIL:

DHS WIC Vendor Management Unit815-823 E Monroe StSpringfield, IL 62701

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E-WIC Training

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What is eWIC?

eWIC is short for "WIC EBT" (EBT = Electronic Benefit Transfer)

WIC food benefits are issued on a card with eWIC

IL WIC maintains a list of items that can be purchased, called the Approved Product List (APL)

The APL has UPCs and other information which ensures that participants receive healthy WIC foods and that vendors are reimbursed at the correct dollar amount.

eWIC Processor – Illinois WIC has contracted with Solutran to help implement eWIC and manage the payment and reconciliation process for stores.

8th Day Consulting is also a Sub-Contractor that is performing Vendor Outreach in the preparation process for eWIC.

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Region 4 - Pilot

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Regions 1 & 2

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Region 3

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Region 5

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Level 3 Certifications

Who will go through a Level 3 Test in person

All non-chain stores with an integrated POS will be visited

At least 1/3 of chain stores in each region will be visited

Stand-Beside stores will receive setup and step by step instructions by phone upon delivery of the machine.

Steps of a Level 3 Certification WIC Purchase WIC Void / Reversal WIC Balance Inquiry

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Benefits of eWIC to

Stores

NO WIC ID Folder needed for transactions

No Checking of Voucher Dates

No Writing Purchase Amounts on Vouchers

No Signatures Required

Fewer chances for Cashier Errors

No More Over-Priced or Rejected Vouchers!

Vendors will be paid the shelf price, or the Not-To-Exceed (NTE) amount, whichever is lower.

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New Challenges

for Stores

Troubleshooting procedures will change

Cashier may not know that the customer is paying with WIC unless there is a problem – for integrated POS only.

No Over-rides possible

Some stores will still need to perform separate transactions for WIC items

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Benefits and Challenges to

WIC Customers

Benefits include Faster Checkout Buy what they need, when they need it More discreet Challenges may include New process to learn Stores may operate differently

(integrated vs. Stand beside systems) Conversions / Units of Measure Items not in the APL Items not included in benefits

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Understanding the APL

Transaction is driven by: Approved Product List (APL) Benefits available on the WIC Card

The APL is a list of UPCs organized by categories and subcategories. Examples:

Category – Low-Fat / Non-Fat Milk Subcategory – Skim

If a food is in the APL in a category or subcategory in their available benefits, they can purchase it with the WIC card.

Overrides and substitutions are not possible.

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Implications for the APL

Certain higher-priced items will be in the APL

Stores that charge more than the maximum will only be reimbursed the NTE amount.

Store brands available only at stores that do not accept WIC Cards will not be in the APL (Aldi, Costco, Sam's Club, Dollar Stores)

IL WIC will add new "any brand" foods as needed.

APL will be updated frequently

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Mapping Fresh

Produce UPCs to APL

Vendors with integrated cash register systems required to map fresh produce UPCs to corresponding Price Look-Up (PLU) code in the APL

PLUs set by the International Federation for Produce Standards (IFPS) for all fresh produce included in APL.

Vendors may map fresh produce UPCs to generic PLU code 4469.

Stand-beside users will enter PLU code when processing fresh produce.

If PLU is unknown, manually enter 4469

PLUs should not be used for canned or frozen fruits or vegetables

UPC codes will be maintained in APL

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Submitting UPC Request

for APL

If a food item is not scanning as a WIC approved item, a request can be submitted to have the product reviewed.

UPC Submission form and directions are located on the DHS WIC Vendor page at www.dhs.state.il.us/wicvendor

All submissions must be for a product that is currently approved on the Illinois WIC Authorized Food List

Include photos the clearly show the Nutrition Facts, including ingredients, size, UPC, product name and brand.

Submit completed forms and photos to DHS.WICFoods@illinois.gov

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APL Maintenance

Vendors are expected to Keep their APL files up to date Notify IL WIC if a UPC needs to be

added to the APL Sell only WIC allowed items in exchange

for WIC Benefits

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Understanding WIC Shopping List & Benefit

Balance

WIC Shopping list Print out provided by the WIC Agency is

only accurate before any purchases are made at the beginning of the benefit period.

Benefit Balance Benefits listed as combined household

totals Automatically loaded and removed on

first and last day to use Available food categories and quantities

listed Participants can check balance by:

Shopping List from WIC Clinic Website www.mybnft.com Phone (833-916-1509) Illinois WIC App Receipt from last eWIC Transaction Balance Inquiry at the store

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Pricing

Not-to-Exceed (NTE) Prices will be determined based on the average price for food items within a vendor peer group.

Vendors must charge current shelf price minus any discounts

Charges for WIC transactions must be less than or equal to charges to regular customers

Vendors cannot set their prices at the NTE and charge other customers less. This is a federal violation for which a vendor can be disqualified.

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EWIC Transaction Basics

EWIC Card

4-digit PIN Never ask for a shopper's PIN PIN locks after 4 incorrect attempts

EWIC transactions can vary from store to store Integrated POS

Swipe the card at the end

Stand Beside Swipe the card at the beginning & end

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Integrated Cash Register

Have programmed Point of Sale (POS) systems that process eWIC

Only requires one scan / entry of WIC items

Capability of doing "mixed basket" transactions – no separating POS knows which items to

deduct from the WIC balance WIC Customers will still be

encouraged to group WIC items during WIC transactions at this time.

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Integrated Cash Register

Steps

Cashier rings up foods

Customer swipes WIC card and enters PIN

POS prints out midpoint receipt, cashier hands it to customer for review

If everything is as expected, customer approved transaction

If there is an unexpected balance, offer to remove the item(s) not covered by WIC before the customer approves the transaction

If there is no remaining balance, the transaction is over. If there is a remaining balance, customer pays with SNAP, or other forms of payment.

Cashier provides a final receipt to the customer which shows new WIC Shopping List Balance.

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Order of Tender in

Mixed Basket Transactions

Integrated POS will allow mixed basket tenders with eWIC.

Vendors should make sure that the following order of tender is used:

eWIC SNAP EBT card (LINK) - if being used Cash, Debit/credit, check, gift card

Stand-Beside POS Mixed Basket transactions will not be authorized.

Coupons and loyalty are always allowed.

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Stand-Beside Terminal

Stores receive stand-beside terminal from Solutran a few weeks prior to rollout date

Requires two entries of WIC items –must separate WIC from non-WIC One scan in the stand-beside

terminal One scan in the store system

terminal – to maintain accurate inventory counts

One WIC capable lane must always be open

No WIC only lanes allowed.

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Stand Beside Terminal

Steps

Customer separates WIC foods from other items

Cashier activates the WIC purchase option

Customer swipes the card through the card reader & enters PIN

Cashier scans barcodes and enters prices into the stand-beside terminal for each item

Fruits & Vegetables will need to have prices entered

Cashier completes the transaction and provides receipt to the participant

Cashier may print a merchant copy of the receipt as well.

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Troubleshooting

If you experience a problem with a purchase, you may take the following steps to try to assist the participant:

Use the Authorized Food List to verify that an item is on the approved list

Check package size, flavor, is it organic, additives

Check the Benefit Balance for the customer to make sure that:

There are enough ounces or units left to buy the item

Is the item on the shopping list

Explain that no overrides are possible If it seems like an item should be WIC

allowed, please complete the UPC Submission form found on the DHS Website.

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Transition Process

All WIC Authorized Vendors must continue to accept paper vouchers throughout entire roll-out

Vouchers may continue to be in circulation until the beginning of 2021

Keep vendor stamps until further notice

No eWIC transactions may be processed until a vendor has received L3 Certification status

Any questions may be submitted to DHS.WICVendor@illinois.gov for further guidance.

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Authorized Foods

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WIC Authorized Food Lists

Authorized WIC Food List from 2019 will remain in effect and will be used for all paper vouchers

Authorized WIC Food List for 2020 will be applicable when an eWIC card is being used.

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WIC Authorized

Foods

WIC Authorized Food Lists define which foods can be purchased by Illinois WIC clients

These foods are determined based on nutritional needs of participants.

NO substitutions are allowed

No returns are allowed. Once these items are sold, no exchanges are allowed.

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Least Expensive

Brands

WIC participants must choose the "Least Expensive Brand" of the following items:

Milk, Cheese, Eggs, and Peanut Butter.

The term "Least Expensive Brand" is printed next to these items on the food instrument and on the Approved Food List.

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Least Expensive

Brands -Example

The store has the following selection of milk in gallon containers:

Deans Skim = $3.71 Shop N Save Skim = $3.69 Essential Every Day Whole = $3.79 Gallikers Whole = $3.81

If the FI indicates 1% or skim milk, the participant must select Shop N Save because it is the Least Expensive Brand of skim milk available.

If the FI Indicates whole milk, the participant must select Essential Every Day Whole because it is the Least Expensive Brand of whole milk available.

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Meats & Beans

The meat and beans group on the WIC Food List says, "Dry beans, Peas or Lentils" but the Food Instrument itself reads "dry beans".

As these are the same food group all three are allowed even though the Food Instrument only reads "dry beans".

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Infant Formula: Sources

The Food and Nutrition Service (FNS) requires states to control where Vendors purchase infant formula.

IDHS provides a list of approved sources of infant formula which can be found on the WIC Vendor Web Page.

Vendors must obtain their infant formula from a source on this list.

If a vendor wishes to add a wholesale source, they may use the "Change of Information Notice" form on the DHS WIC Vendor Page to submit the request.

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Infant Formulas:

Contract & Special

Medical

Contract Formulas are the common types provided by the manufacturer that has the contract with the state.

Special Medical Formulas are specialty formulas that are usually ordered through Pharmacies rather than Grocery Stores.

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E-WIC Food List ChangesChanges between Paper Voucher Authorized Food List & E-WIC Authorized Food List

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Changes with EBT Roll-Out

Grains

100% Whole Wheat Bread & Buns – 16oz Any Brand is acceptable except organic types.

100% Whole Wheat Pasta – 16oz Any Brand, any shape are acceptable "Whole

wheat flour" and/or "Whole durum wheat flour" must be the only flours listed in the ingredient list.

Added vegetables, sugars, fats, oils, salt, or organic are not allowed.

Bulgur – 16oz Added this food item. Any Brand allowed

Brown Rice – 16oz Any Brand of regular or instant is allowed Not allowed – organic or with seasonings

100% Whole Wheat Tortillas – 16oz Added this food item. Any Brand allowed. "Whole wheat flour" must be the only flour listed

in the ingredient list.

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Changes with EBT Roll-Out

Milk / Dairy

Milk – least expensive brand Under only allowed when printed on

Shopping List Added UHT Removed quarts and instant non-fat

dry

Yogurt – 1 quart (32oz) Added this food item Plain or flavored allowed in the

following brands: Great Value, Jewel, Meijer, HyVee, Schnucks, Dannon, Yoplait, Kroger

Not allowed are drinkable, organic, Greek, artificial sweeteners, mix in ingredients such as granola or similar ingredients.

Cheese – Least Expensive Brand Added organic not allowed

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Changes with EBT Roll-Out

Meats and Beans

Canned Beans, Peas & Lentils – 15-16oz cans

Removed term "mature" added peas & lentils

Added organic to not allowed list

Peanut Butter – Least Expensive Brand Added organic to not allowed types of

peanut butter

Tofu – 16oz Added food type Plain, any texture, refrigerated or shelf-

stable of the following brands: Azumaya, WestSoy, House, Nasoya

Not allowed: Added fats, sugars, oils, sodium or seasonings

Eggs – Least Expensive Brand Removed "1 dozen" from the food list.

Canned Fish – 5oz Added organic to not allowed types of

canned fish.

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Changes with EBT Roll-Out

Juices, Baby Fruits &

Vegetables

Juice – Unsweetened 100% Juice Removed wording "only allowed when

printed on Food Instrument: Single Serving Cans"

Baby Fruits & Vegetables Removed "(classics)" from Beech Nut

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Minimum Stock Requirements

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Purpose of Minimum

Stock Requirements

Exists to ensure that participants can get all foods prescribed on their WIC Food Instruments when they shop in your store.

Outside Chicago – based on enough food for two (2) women, two (2) infants, and two (2) children for all vendors

City of Chicago – based on enough food for three (3) women, three (3) infants, and three (3) children.

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Pharmacy Requirements

Only required to stock minimum quantities of infant formula & fruits & vegetables.

Not required to stock the minimum quantities of infant cereal

Must be able to provide Special Medical Formulas within 24 hours of the request.

Pharmacies that stock other WIC foods must sell them to WIC participants shopping in their store.

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Fruits & Vegetables

Requirements

Stores with less than 5 lanes may meet the requirement by stocking canned or frozen fruits and vegetables

Stores with 5 or more lanes must stock fresh fruits and vegetables.

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Food Redemption ProcessPaper Checks

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Food Instruments

Negotiable Voucher (check) issued by a local WIC agency that prescribes the quantity, size, and type of authorized foods needed by a WIC participant for a designated time period.

Designates the "Maximum Value" that will be paid for those foods.

Participant takes the FI to a vendor to buy the quantity, size and type of food on the FI.

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Food Instrument Sample – Milk, Eggs, Cereal, Juice

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Food Instrument Sample – Infant Formula

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Food Instrument Sample – Fruits & Vegetables

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No Refunds, Exchanges or Substitutions

Cashiers must be familiar with the food list and the food instrument redemption process.

They are the final check of client purchases for both brands and packaging.

Once the product leaves the store, the store no longer has control over the sanitary integrity of the product.

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WIC ID Card

All participants receive a WIC ID card which includes:

name of participant(s), signature of the participant or the

parent/guardian, signature of any authorized proxy(ies),

and name and address of the issuing WIC

agency.

Use the WIC ID card to determine if the WIC ID card and Food Instruments are valid for redemption.

If ID card is not signed, it is not valid. Customers are not allowed to sign the

ID card during the WIC transaction. Issuing WIC agency must witness the

holder of the ID card sign the card.

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Sample WIC ID Card66

WIC ID Card (cont'd.)

If there are any discrepancies, the vendor may request another form of identification in addition to the Illinois WIC ID card to match the name on the WIC ID card with the name of the responsible person listed on the ID presented.

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Participant Signature

Participant must sign the Food Instrument at the point of sale.

IF THE PARTICIPANT PRESENTS THE FOOD INSTRUMENTS ALREADY SIGNED, THEY ARE NOT VALID.

Refer clients back to the WIC Agency with their Food Instrument to resolve this type of problem.

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Eligibility Dates

Checks are valid for at most a 30-day period.

The Cashier must determine that the Food Instruments are within the time frames listed.

Food Instruments should not be accepted prior to the "First Day to Use" or after the "Last Day to Use"

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Maximum Value

Max value printed on the FI is maximum dollar amount WIC will pay the vendor for food listed on FI.

Max Value is NOT a purchase limit.

If participant purchased correctly based on FI list, vendors may not ask them to return items regardless of store price of product.

Actual Cost of items on FI may exceed max value.

It is responsibility of store to adjust cost of item to match max value of FI.

FIs deposited for more than the maximum value will be returned.

Vendors are responsible for training employees on store process to discount transactions to amount less than or equal to max value.

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Redemption Process

Before finalizing the transaction, vendors must make sure the participant has selected only:

WIC Approved foods listed on the FI and Chosen the Least Expensive Brands of

milk, cheese, eggs and peanut butter, or the correct formula.

Once the transaction has been finalized, WIC purchased products CANNOT be returned or exchanged.

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Discounts

WIC participants must receive the same discounts, sale prices, cost reductions and courtesies as those shopping with cash.

Store personnel must assure that WIC participants are given every applicable discount whether it's a reduction in price or an increase in quantity.

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Discounts -Examples

Buy One Get One Free (BOGO) Quantity discount allows a WIC shopper to

get more of a WIC item.

Buy One Get One at Reduced Cost The second item might be the same or

different from the first, but if both are WIC items on the WIC check being used for this purchase the shopper gets the item at the reduced cost.

Bonus Size Items, Free Ounces If the manufacturer is offering a bonus

sized bag of cereal, for instance a 40-ozbag for the same price as the 36-oz bag.

Transaction Discounts For as eample 10 for $10 or $10 off

purchases of $50 or more.

Store Loyalty or Rewards Cards Not required, but participants may use

them.

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Actual Amount of

Sale

Current shelf price of the products selected less any store sale, coupons or store discounts = Actual Amount of Sale

Any sales, coupons & store discounts must be deducted from the price charge.

Once the amount of the sale for the FI is known write it in the box "Actual Amount of Sale"

If the sale is less than the maximum value, then that is the amount written.

If the sale is over the maximum value and the client chose correctly, the most that can be written is the Maximum Value.

Participants CANNOT be asked to pay the difference for formula or groceries and will only have to put fruit and vegetables back if they cannot meet the split cost with SNAP or cash.

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Finalizing Sale

After the "Actual Amount of Sale" is written in the box on the FI, the participant, proxy or caretaker must signthe individual FI.

If the FI is not signed prior to the customer leaving the store, you will lose the entire value of the FI

Name or Signature must be on the Illinois WIC ID card presented prior to the transaction.

No cash can be taken, or change given for WIC purchases

Unless it is for the cash part of a split tender fruit and vegetable purchase.

NO Sales Tax can be charged State of Illinois Tax Exempt Number is

99984-0987-03 Note in a split tender sale, the part of the

purchase paid for with cash is taxable and requires a receipt.

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Fruits & Vegetables

Vouchers

WIC families can purchase dollar amounts of fresh, frozen and canned fruits and vegetables with special cash value WIC vouchers.

Cash Value Vouchers (CVV) will be processed at the point of sale like other FI.

Store will retain a receipt record in some format.

Customers may not receive change back if they choose an amount of fruits / vegetables less than what the voucher is worth.

Split tender is allowed for fruit and vegetable sales.

Any version of cash used is subject to tax and will require a receipt.

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Vendor Stamp /

Vendor ID

Each authorized vendor has a Vendor ID number issued by DHS.

All FIs must be validated with a stamp of the vendor ID prior to depositing.

Vendor Stamps must be clean and use dark (black if possible) ink

Do NOT use a highlighter on any part of any check.

Vendors are responsible for obtaining additional or replacement stamps.

Stamps can be purchased from Richards & Stehman at 1-800-451-8635 or

Ordered by the vendor. Must be Tahoma Font 18-point size Show only the 4- or 5-digit number

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Submitting Food

Instruments

Food Instruments must include the following:

The redemption amount Cannot exceed the max value

Signature of the participant Vendor Stamp (in dark ink) Vendor Endorsement (in dark ink on

back of FI)

These FIs should be submitted to your bank for deposit and processing.

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Rejected Food

Instruments

FIs improperly completed by the vendor will be rejected

FIs that are not signed by the participant will be rejected

Rejection Reason will be placed on the computer image of the FI

If the rejection reason is not "fatal" the computer copy can be used to resubmit for payment.

Only FIs marked "invalid vendor" or "amount invalid" can be resubmitted to the bank.

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FI Resubmission

Actions

Invalid Vendor Vendor may re-stamp the FI and

deposit the FI in a local financial institution within sixty (60) calendar days from the "First Day to Use" printed on the FI

Amount Invalid Vendor may correct the "Actual amount

of sale" by putting a single line through the rejected amount and write the corrected amount in the box.

DO NOT USE WHITE OUT Under no circumstances should the

actual amount of sale be increased when resubmitted to the contract bank.

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Common FI Rejection

Reasons

Before the "first Day to Use"

For payment more than sixty (60) calendar days past the "First Day to Use"

Invalid Vendor

Unauthorized Vendor

Unauthorized, inaccurate, or missing vendor number

Without a participant or proxy signature

Value is greater than the maximum value amount printed on the FI

Altered FIs

Fraudulently created FIs

After knowledge that the contract has been repudiated or the vendor disqualified

Accepted after the term of the contract expires

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Loss Control

All Vendors should implement a loss control process

Train checkout staff the following processes

ID the client Assure the voucher is within the to-use-

dates Record an amount of sale less than or

equal to the maximum value Get a signature

To catch errors DHS recommends having a 2-person process where the person affixing the stamp could

Verify that a signature is on each voucher

Ensure the dates & amount will pass the edits before affixing stamp

When affixing stamp, ensure it is Clear and legible and In the appropriate box

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Different Types of WIC Checks

Blue Food Instruments may be redeemed at any authorized WIC Retail Vendor in the state.

Orange Food Instruments may only be processed for WIC participants at 16 specific locations in the City of Chicago.

Farmers' Market Vouchers may only be processed for WIC participants at authorized Farmers' Market vendors across the state.

Out of State WIC vouchers may NOT be accepted by WIC Vendors in Illinois.

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Conflict at Checkout

If there is an issue with a participant vendors may:

Use resources available to you to address the issue (I.e. Authorized Food List),

Refer the client to the WIC Agency for further guidance, or

Complete a WIC Vendor Complaint Form (found on the DHS WIC Vendor website.

Providing as much information as possible including copies of FIs or receipts if they are available.

Fax, Mail or Email completed forms to DHS WIC Office

All complaints are addressed by the Department.

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Contacts

WIC Vendor Web Pagehttp://www.dhs.state.il.us/wicvendor

General eWIC QuestionsDHS.WICVendor@Illinois.gov or 844-901-0962

Food / APL QuestionsDHS.WICFoods@illinois.gov

Integrated POS Questions – Vendor's Corporate office or POS Reseller

Stand-Beside Terminal Questions – Solutran Help Desk RetailCert@Solutran.com

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