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eWIC and Food Adjustment Wizard Topics
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SWIPED WIC CARD NUMBER NOT MATCHING CARD
We’ve had an instance reported that when assigning a WIC Card, the number that displayed in the EBT Household Demographics screen after swiping the card did not match the number printed on the front of the card.
You always want to make sure that the number on the card matches the number coded into the magnetic strip, which displays when swiping it. If it doesn’t, manually entering the number by typing it will not resolve the issue because when the participant goes to the store and swipes the card, the magnetic strip will not match the number you typed in, and the participant will not be able to use their WIC Card in the store.
When swiping it, if the number doesn’t match, cancel, and try to swipe it again. If after swiping a second time, the card number still does not match, do not issue that WIC Card.
If you find more than one card in a box with this issue, please call the Help Desk (1-800-488-8799, press 2, 2).
Agencies should always maintain a 6-month supply of WIC Card. If a box appears to have multiple “bad” cards, open a new box of cards and stop using cards from that box.
April 13, 2023, HuBERT Hints
ENSURE PRIMARY CARDHOLDER ASSIGNED TO REPRESENTATIVE NOT STATE WIC ID – WINNIE ACTION ITEM!
Households continue to have their WIC Card and/or Primary Cardholder incorrectly assigned to a row that begins with the State WIC ID in the EBT Household Demographics screen.
In WINNIE, the rows that begin with a State WIC ID will not display, which may result in issuance errors for these households. All records must be corrected before an agency will be able to roll-out WINNIE.
Use Infoview Report to Identify Incorrect Records
You can use the WIC CARD AND/OR PRIMARY CARDHOLDER NOT ASSIGNED TO REPRESENTATIVE report in the INFOVIEW TEMPLATES >> eWIC folder. (NOTE: This report was revised on 2/15/23. Please make sure to use the most recent version.)
This report provides a list of all households based on the agency, or agencies, specified in the PROMPT that currently have these incorrect records. It also provides a statewide count of these households by agency, which can be used by the State Office to ensure agencies have corrected all households prior to their WINNIE roll-out.
Due to how records are stored for eWIC, the households that display on the report output for your agency are those that were created while the household belonged to your agency. In some instances, the household may now belong to another agency or agency 88 (where inactive records are stored). Agencies will be responsible for correcting all households on your agency’s report since these same households will not display when run for other agencies.
Correcting Incorrect Records
Since the households listed may belong to another agency, or agency 88, you should search for the household in the Statewide database and follow these steps:
1. Open the Participant Folder for a member of the household that currently belongs to an agency other than 88 (if all members belong to agency 88 then open one of their folders).
2. Transfer the participant into your agency if necessary.
3. Click Benefits Management >> EBT Household Demographics.
4. The Primary Cardholder (and WIC Card for most households) will be assigned to a row that starts with a State WIC ID.
5. Verify: Is the Authorized Representative the same name as the row that currently has the Primary Cardholder assigned?
Yes – the name in the Authorized Rep row is the same as the name in the current Primary Cardholder row.
- Click the Authorized Representative row to highlight.
- If the Date of Birth (DOB) field is empty, enter the DOB from the current Primary cardholder row and click the Update button.
- Click the Set as Primary button.
- Click the Send EBT Data button and click OK on the message.
- Click the Capture Electronic Signature button.
- Tap the Next button on the Signature Pad and sign: your initials – WINNIE
- Click the Save Signature button.
No – the name in the Authorized Rep row is not the same as the name in the current Primary Cardholder row.
- Close the EBT Household Demographics screen since the Authorized Rep's birth date is unknown.
- Create an alert informing the next staff person to assist the household that the Primary Cardholder must be reassigned to one of the Representatives.
- These households will continue to display on the report until they've been corrected.
Households Continuing to Display on Report after Correcting Assignment of Primary Cardholder in HuBERT
We have determined this could be due to the following:
1. Since Infoview is a day behind Production, and doesn’t have any data from today, you will need to wait until the day after the report is run to verify the household will no longer display on the report.
2. Staff may be skipping the step to sign with their “initials – WINNIE”. You must obtain a signature for the record to be "reassigned" correctly. If not, the system does not update the "Proxy ID" in the database, which it must do for it to be correctly assigned in the database.
Ensure New Records Aren't Created
The Staff ID is included in the report output to help identify staff that may need further training (see The WIC Card Module) or a reminder that Primary Cardholders (and WIC Cards) should never be assigned to a row that begins with a State WIC ID in the EBT Household Demographics screen.
February 2, 2023, HuBERT Hints
Incorrect Quantities of Formula May be Issued for Future Benefits after Using the Food Adjustment Wizard
When a participant has a food package adjusted in the Food Adjustment Wizard, and new foods or quantities are issued, the system auto-generates a food prescription with an Effective Date of the current date (and for the Printed First Date to Use, PFDTU, of any future sets of benefits). The auto-generated food prescription reflects the quantity of the food or formula issued, as well as the appropriate default foods based on the participant’s current age as of the food prescription’s Effective Date.
This can be problematic in that for women and children if milk is adjusted, for instance, the number of gallons issued may be incorrect. If an infant is issued formula, the number of cans of formula may be incorrect. If the auto-generated food prescription is issued, you could potentially under-or-over issue benefits.
We have been informed of a couple of instances in which future benefits issued, after adjusting the current benefits in the Food Adjustment Wizard, have had the incorrect amount of formula issued. This appears to occur if the following criteria are met:
- Infant’s current month benefits have been adjusted due to recall.
- The number of cans for formula being reissued was decreased for the current month.
- Infant does not change age categories before the future sets are issued/reissued.
How to Correct Benefits if this Occurs
Any time benefits are issued with less than the full amount of formula allowed based on breastfeeding amount and age category, regardless of whether redemption has occurred, you can use Add More Formula to adjust both the current and future benefits. Don’t void the benefits! Use Add More Formula to adjust them. The Increase Issued Formula (PDF) cheat sheet has step-by-step instructions. Otherwise, if you are unsure how to proceed at any time, please call the Help Desk for assistance (1-800-488-8799, press 2, 2).
Explanation of How Issue Can Occur When you use Change a Food Already Issued and select a different formula, once the revised benefits are issued, the system automatically creates a food package with the new formula and the reissued quantity. This new Food Prescription has an Effective Date of the current date and will be used for future benefits if another food prescription does not exist before the Printed First Date to Use of the future sets being issued.
Example:
- Today’s date is 3/8/22.
- 1-month old NBF infant with DOB 2/13/22.
- Has benefits for 9 cans of Similac Advance for February, March, and April.
- Cycle is 15th – 14th.
- Purchased 7 cans and 3 meet the recall criteria.
- Unable to find any of the primary substitute formulas for Similac Advance but can find a formula that falls under Similac Total Comfort (and willing to try the new formula).
The Food Adjustment Wizard is used to Change a Food Already Issued. Similac Total Comfort is selected and 3 cans are returned. In the Formula Replacement modal, the Amount Returned displays 3 cans and the Amount Recovered displays 2 cans. The Cans to Issue displays 5 cans. You reissue benefits for 5 cans of Similac Total Comfort for this month’s benefits. The system creates a Food Prescription with an Effective Date of 3/8/22 for 5 cans of Similac Total Comfort and automatically voids the 3/15/22-4/14/22 and 4/15/22-5/14/22 benefits.
The infant’s 4-month food prescription does not start until 6/13/22, so the system uses the most recent, which is the food prescription it created for the current date (3/8/22) with 5 cans of Similac Total Comfort.
The March and April benefit are reissued without verifying the food prescription nor the amount being issued on the Aggregated Issuance screen.
What Can You Do to Ensure This Doesn’t Occur?
Always verify the food prescription is correct before opening Issue Benefits. Also, always verify the amount being suggested in the Aggregated Issuance screen prior to issuing the benefits. Lastly, if you forget to do either of those things, verify the quantity by other reviewing the Shopping List or Account Balance.
March 2022 HuBERT Hints #2 & August 2022 HuBERT Hints #1
Do NOT Use the Void Current and Future Benefits Function in the Food Adjustment Wizard when Adjusting Benefits that Include Formula
There continues to be issues caused by users voiding current benefits or benefits with a PFDTU on or before today's date. This results in not being able to add formula/foods back onto the WIC Card and Help Desk calls that require back-end resolutions with the following ramifications:
- Issuance information does not display in Transaction History nor Benefits History; it can only be seen if the Account Balance is printed (the participant can see it in the My MN WIC App).
- Increasingly complex reconciliation processes to ensure accurate issuance records.
Never VOID Current Benefits with Formula on Them! Use the Food Adjustment Wizard to ADJUST Them
If you adjust (recover/replace/reissue) benefits and then use the Void Current and Future Benefits function to void the adjusted benefits, you will be unable to add more formula to the WIC Card.
- Do NOT use the Void Current and Future Benefits function!
- NEVER void benefits with formula on them.
Keep in mind that the WIC Card is just a tool for accessing formula and food items stored at the WIC Processor. Unlike when we had paper benefits, which required voiding to make changes to issued benefits, the WIC Card allows us to make changes without ever voiding.
strong>Voiding Benefits – Call the Help Desk First
If you think you need to void the current month benefits, call or contact the Help Desk first to ensure voiding the current month is appropriate. Do not void benefits unless you’ve been expressly told to do so by the Help Desk.
- Help Desk Email: mnhelpdesk@gainwelltechnologies.com
- Help Desk Phone: 1-800-488-8799 (press 2 for MN; press 1 for emergency, otherwise, press 2)
March 2022 HuBERT Hints #1
Do Not Void Current and Future Benefits if Deirect Shipped Food Items
If benefits with direct shipped formula need to be modified, do not use the Void Current and Future Benefits option in the Food Adjustment Wizard. HuBERT allows you to void the set if there are redeemed direct shipped benefits but will not allow you to reissue the current set of benefits. The only way to reissue the benefit set is to call the Help Desk and have them run back-end SQL to add the food items. This can only be performed by a few staff, requires state approval, and will possibly take more than a couple of days to resolve, as well as causing syncing issues between HuBERT and the WIC Processor.
What to do? Direct Shipped formula is automatically redeemed by the system once the Printed First Date to Use (PFDTU) is the same as, or prior to, the current date. You cannot assess whether redemption of direct shipped formula has occurred using the Transaction History screen because it only displays redemption via the WIC Processor and direct shipped formula is neither added to the WIC Card nor is it redeemed by a store vendor using the WIC Processor.
Before using the Food Adjustment Wizard, always verify that the benefits being adjusted do not contain any direct shipped formula in Benefits History. If formula was direct shipped, Direct Shipped displays next to the benefit number.
If the PFDTU is in the past, it is "redeemed" and displays both a Status of Paid and the Paid Date in the Benefit Details.
Issuance with direct shipped formula should be treated as an issuance with redemption. Use either Change a Food Already Issued or Add More Formula to make adjustments to the issued formula.
- If you're not sure what steps to follow, one of these cheat sheets can assist you:
- Direct Ship - Adding More Formula (Ex: original issuance is less than max via direct ship and you need to add more formula)
- Direct Ship – Need New formula (Ex: full package originally issued by direct ship and need to issue a different formula)
- Adding More Formula by Direct Ship when Original Issuance was to WIC Card (Ex: less than max issued to WIC card and need to add more formula using Direct Ship)
- Direct Ship Same Formula to WIC Card (ex: formula original issued to WIC Card has NOT been redeemed but needs to be direct shipped because unable to find in stores)
February 2022 HuBERT Hints #2 and
May 2019 HuBERT Hints #1
Food Adjustment Wizard Allows Void of Current Benefits if Full Redemption and System Allows Re-Issuance in Issue Benefits (CDP-483)
Description: The Food Adjustment Wizard >> Void Current and Future Benefits function usually displays a message that there aren't enough benefits to void if any redemption has occurred. This ensures that the current benefits cannot be voided once food items have been redeemed. However, if all benefits have been fully redeemed, an issue is occurring whereby HuBERT will void the current benefits.
Once the benefits are voided, the system will allow another set of benefits to be reissued in the Issue Benefits screen.
Explanation: The WIC Processor only lists issued items that have a balance greater than zero. The validation code in HuBERT is unable to tell the difference between a zero balance due to redemption and a zero balance due to no issuance for the current month, which allows the system to complete the void process. Once benefits have been voided, the system allows re-issuance.
What Should You Do: Users should always use the Benefit Management >> View EBT Transaction History function to verify redemption prior to voiding benefits. If any benefits have been redeemed, the Void Current and Future Benefits function should not be used.
Resolution: This issue will be fixed in WINNIE.
July 2021 HuBERT Hints #1
Food Adjustment Wizard Cannot Be Used to Adjust the Cash-Value Benefit (CVB)
We have had multiple Help Desk tickets where users have attempted to use the Food Adjustment Wizard to adjust incorrect quantities for the $35 CVB. This is causing issues whereby the original CVB is being removed from the WIC Card and $0.09 or $0.11 is then being issued back to the card. The Food Adjustment Wizard >> Change a Food Already Issued CANNOT be used to adjust CVBs.
If no food items have been redeemed, you can use the Food Adjustment Wizard to Void Current and Future Benefits, create a new food package with the correct 35 Dollar Fruits and Vegetables food item with a quantity of 3500, and use Issue Benefits to reissue.
To avoid any issues, please remember to review the CVB food item, for all issuance months, and for all household members, in the Aggregate Issuance screen before issuing.
July 2021 HuBERT Hints #1
Ensure Primary Cardholder Assigned to Representative NOT State WIC ID – WINNIE ACTION ITEM!!
Over 1000 households continue to have their WIC Card and/or Primary Cardholder incorrectly assigned to a row that begins with the State WIC ID in the EBT Household Demographics screen.
In this screen, any rows that begin with a State WIC ID should NOT be selected when designating the Primary Cardholder. Only rows that have Authorized Representative or Alternate Representative in the State WIC ID column should be selected for Primary Cardholder.
In WINNIE, the rows that begin with a State WIC ID will not display, which may result in issuance errors for these households. All records must be corrected before an agency will be able to roll-out WINNIE.
Use Infoview Report to Identify Incorrect Records
You can use the WIC CARD AND/OR PRIMARY CARDHOLDER NOT ASSIGNED TO REPRESENTATIVE report in the INFOVIEW TEMPLATES >> eWIC folder.
This report provides a list of all households based on the agency, or agencies, specified in the PROMPT that currently have these incorrect records. It also provides a statewide count of these households by agency, which can be used by the State Office to ensure agencies have corrected all households prior to their WINNIE roll-out.
Due to how records are stored for eWIC, the households that display on the report output for your agency are those that were created while the household belonged to your agency. In some instances, the household may now belong to another agency or agency 88 (where inactive records are stored). Agencies will be responsible for correcting all households on your agency’s report since these same households will not display when run for other agencies.
Correcting Incorrect Records
Since the households listed may belong to another agency, or agency 88, you should search for the household in the Statewide database and follow these steps:
1. Open the Participant Folder for a member of the household that currently belongs to an agency other than 88 (if all members belong to agency 88 then open one of their folders).
2. Transfer the participant into your agency if necessary.
3. Click Benefits Management >> EBT Household Demographics.
4. The Primary Cardholder (and WIC Card for most households) will be assigned to a row that starts with a State WIC ID.
5. Verify: Is the Authorized Representative the same name as the row that currently has the Primary Cardholder assigned?
Yes – the name in the Authorized Rep row is the same as the name in the current Primary Cardholder row.
- Click the Authorized Representative row to highlight.
- If the Date of Birth (DOB) field is empty, enter the DOB from the current Primary cardholder row and click the Update button.
- Click the Set as Primary button.
- Click the Send EBT Data button and click OK on the message.
- Click the Capture Electronic Signature button.
- Tap the Next button on the Signature Pad and sign: your initials – WINNIE
- Click the Save Signature button.
No – the name in the Authorized Rep row is not the same as the name in the current Primary Cardholder row.
- Close the EBT Household Demographics screen since the Authorized Rep's birth date is unknown.
- Create an alert informing the next staff person to assist the household that the Primary Cardholder must be reassigned to one of the Representatives.
- These households will continue to display on the report until they've been corrected.
Households Continuing to Display on Report after Correcting Assignment of Primary Cardholder in HuBERT
We have determined this could be due to the following:
1. Since Infoview is a day behind Production, and doesn’t have any data from today, you will need to wait until the day after the report is run to verify the household will no longer display on the report.
2. Staff may be skipping the step to sign with their “initials – WINNIE”. You must obtain a signature for the record to be "reassigned" correctly. If not, the system does not update the "Proxy ID" in the database, which it must do for it to be correctly assigned in the database.
Ensure New Records Aren't Created
The Staff ID is included in the report output to help identify staff that may need further training (see The WIC Card Module) or a reminder that Primary Cardholders (and WIC Cards) should never be assigned to a row that begins with a State WIC ID in the EBT Household Demographics screen.
HuBERT Hints: January 2021 #1, March 2021 #3, February 2, 2023
Magnetic Strips on WIC Cards
The magnetic strip on WIC Cards may not be as durable as bank cards and are more like hotel key cards, which can be more easily demagnetized. It may appropriate to remind participants that the WIC Card shouldn't be kept next to their phones, or other materials, that could cause the magnetic strip to be affected.
October 2020 HuBERT Hints #2
Assessing Redemption for a Household
Remember, with eWIC you can assess a household's redemption by reviewing the EBT Transaction History. If food items have not been purchased, a system transaction occurs 8 days after the Last Date to Use of a benefit set and identifies the un-redeemed food items. This is displayed as a Benefit Grant Expiration.
If you double-click the row…
…the un-redeemed food items for the household display.
Cash-Value Benefit (CVB) Redemption Reports
This is a reminder that there are two Infoview templates that currently provide eWIC CVB redemption information:
- Monthly Cash-Value Benefit Redemption – a monthly statewide report by agency and participation month that provides a count and percentage of households with 100%, partial and no redemption of CVBs.
- Monthly Cash-Value Benefit Redemption for Households at a Specified Agency – a list of households issued CVBs including amount issued, redeemed and percentage redeemed, as well as total counts and percentages of household with 100%, partial and no redemption of CVBs.
The State intends to provide annual redemption information once a full year of eWIC data is available. This data should be available spring of 2021 for CY 2020.
September 2020 HuBERT Hints #1
Deactivated Cards Cannot be Reassigned/Reactivated
Once a card is deactivated, it is no longer associated with the Household ID it was originally assigned to and can no longer access any food items issued to that household. Deactivation renders the card, and its number, unusable. It can no longer be used to purchase food items, cannot be reactivated, and cannot be assigned to another household.
If a card is deactivated and given back to you in clinic, make the Household ID written on the back illegible with a permanent maker, and throw it away. If the participant/proxy no longer has the card in their possession, due to it being lost or stolen, please inform them that if they were to find it, it is no longer usable and should be destroyed.
September 2020 HuBERT Hints #1
New WIC Direct Training Database URL for Obtaining Card Numbers
The WIC Direct training database's environment was upgraded and the URL for accessing it has changed. The Obtaining Card Numbers in the Training Database document has been revised to reflect this change and is now available in the HuBERT section of the Information System Training page of the MDH WIC website.
The username and password have not changed. If you are unable to login, please contact the MN Help Desk at 1.800.488.8799; press 2, 2.
February 2020 HuBERT Hints #1
Food Items Cannot Be Modified Using Food Adjustment Wizard if Past a Participant's Categorical Ineligibility Date
Although we can issue benefits with a Last Date to Use after a participant's Categorical Ineligibility Date, once it is past this date, we cannot use the Food Adjustment Wizard to modify the food items on the WIC Card.
- For example, benefits issued on October 19 for participant with a Categorical Ineligibility Date = 12/31/19:
- 10/20/19 – 11/19/19
- 11/20/19 – 12/19/19
- 12/20/19 – 1/19/20 (LDTU after Categ. Inelig. Date)
Changes to food items issued to the WIC Card cannot be performed after 12/31/19.
January 2020 HuBERT Hints #1
Unable to Reissue Benefits if Not Reissued during Change Household ID Guided Script
When a participant is moved to a new household, you have the option to Reissue a Full Set of Benefits in Step 2 – Remove Current Benefits in the Change Household ID Guided Script (as long as ALL food items have NOT been redeemed). This function allows you to ensure a participant receives the appropriate food items in instances where you are not confident that redeemed food items have been, or will be, given to a participant's new caregiver.
If an instance like this occurs, you must reissue the current food package while in the Change Household ID Guided Script. The system will not allow you to reissue for months that have already been issued once you exit the Guided Script.
- The following cheat sheets are available to assist with using the Change Household ID Guided Script:
- Change Household ID – Create New Household
- Change Household ID – Find Existing Household
- Change Household ID – All Food Items Redeemed
January 2020 HuBERT Hints #1
Unable to Add Food Items Not Originally Issued if Redemption for Current Month
This is a reminder that food items cannot be added to the current month's food package, once any redemption has occurred, if no food items from that food category were originally issued for that month (the exception to this is formula).
Example #1: Household doesn't want eggs included in their food package because they never buy them. Returns to the clinic because they now want eggs added. If any redemption, eggs cannot be added to the current month's food package because the egg food category wasn't originally issued.
Example #2: If formula was direct-shipped (automatic redemption), and no supplemental foods were provided at the initial issuance, they cannot be added for the current month.
Any Redemption of Current Month for Participant: The food item cannot be added to the current month. Void Future Benefits, add food item to food prescription, and use Issue Benefits to reissue future benefits.
No Redemption: Void Current and Future Benefits, add food item to food prescription, and use Issue Benefits to reissue for current and future months.
December 2019 HuBERT Hints #1 and eWIC Transition Guide
eWIC and Foster Children
Multiple Foster Children
Each foster child should have their own Household ID. Foster children should only share a household ID with other foster children if they are biological siblings, as indicated by policy (reference: MOM, Section 5.5 - Change in Guardianship and/or Foster Care - Provision of WIC Services (PDF)).
We recognize that this can cause some confusion for foster parents who have to maintain multiple WIC Cards, especially for those who use the My MN WIC App to manage their benefits, and are researching the ability to have multiple cards registered in the My MN WIC App.
Household ID Should Not Be Based on Foster Parent
Do not re-use Household IDs. If all members have been removed from a Household ID, it should no longer be used. You should not transfer different children into that household.
Example: Foster mom, Betty, has Child A with Household ID 12345678 in her care. Child A transitions out of foster care back into mom's household. Foster Child B is now moving into Betty's foster care. You should not re-use Household ID 12345678; Child B should be given a new Household ID.
Children Already on WIC and Moving into Foster Care
Children already on WIC, who do not have a mom associated with the household, can keep their same Household ID if entering into foster care. The WIC Card previously provided to mom should be deactivated, the address updated as appropriate, the representatives updated, the Primary Card Holder assigned to the foster parent, and a new WIC Card assigned.
However, when the new WIC Card is assigned, you will need to assist the foster parent with resetting the PIN, since the PIN is associated with the Household ID, and will automatically transfer to the new WIC Card. Remember, when resetting the PIN, the new mail zip code and foster parent's date of birth will be used for validation.
September 2019 HuBERT Hints #2
App Prompts User to Enter State WIC ID when Registering, instead of WIC Card Number, and User Cannot See Benefits on My MN WIC App
If an App user is prompted to enter a State WIC ID instead of their WIC Card number when registering, they will not be able to see their benefits in the WIC App. This is due to a WIC Card signature record NOT being associated with their household (the signature is used as a validation for the My MN WIC App).
Work-Around: If a household is unable to see their benefits in the My MN WIC App, or is prompted to enter a SWID when registering, you will need to use the following work-around.
- Add signature record to HuBERT so the household can view their benefits in the App.
- Change the Primary Card Holder to one of the other Representatives (Authorized/Alternate). If able, use their correct DOB, if unsure what the DOB is, use the same DOB as the original Primary Card Holder
- Click the Send EBT Data button
- Do NOT collect an electronic signature – click Close on the Capture Electronic Signature screen
- Change the Primary Card Holder back to the original Representative (Authorized/Alternate)
- Remove the DOB for the temporary Primary Card Holder if it was not their correct DOB
- Click the Send EBT Data button
- If the Primary Card Holder is present, have them sign the signature pad. If not, click Close on the Capture Electronic Signature screen.
- Write a General Note with the Subject: WIC Card and the following text: Performed work-around to get a signature record for App.
eWIC Transition Guide - revised January, 2020
Reminders about the Change Household ID Guided Script (CHIDGS)
Food Items Should Be Reissued in CHIDGS
Previously issued food items should be reissued as part of Step 2 – Remove Current Benefits in the Change Household ID Guided Script. As long as all food items have not been redeemed, this step allows you to ensure a participant receives the appropriate previously issued food items after being moved to a different household. HuBERT will not allow re-issuance for months that have already been issued once you exit the CHIDGS.
Do NOT Start the CHIDGS Unless You Can Finish It!
The CHIDGS should not be started if you can’t finish it. It was designed so that each step must be completed in order and once it has been started, every step must be entered into and completed. It is not something that you can get a "head start" on; it must be completed with the participant if you need information from them.
Do NOT Void Existing Food Benefits on WIC Cards or Deactivate WIC Cards before Using the CHIDGS
Two of the steps in the CHIDGS manage the existing food items and replacement of the WIC Card. Step 2: Remove Current Benefits allows you to transfer foods from the existing household’s card to the participant’s new household’s card and Step 3: Remove Cards allows you to deactivate a card if necessary. If these steps are performed outside of the Change Household ID Guided Script, you will be unable to complete the Guided Script and the participant's folder will remain locked. When this occurs, the only way to resolve the issues with the Guided Script is to call the Help Desk so that they can run a SQL query on the back-end.
September 2019 & September 2020 HuBERT Hints #1
Cannot Direct-Ship and Issue to Card for Future Months
You can only combine direct-ship issuance with issuance of formula to the WIC Card when issuing for the current month. For future months, you can direct-ship but you cannot also add formula to the card. If you need to do a combination for future months, you will have to wait until the PFDTU of the next future month (or until it is the current month) then add, return and issue the remaining quantity to the card. The Direct Ship – Adding More Formula cheat sheet provides step-by-step instructions for doing this for the current month
September 2019 HuBERT Hints #1
Call the MN Help Desk BEFORE Submitting an eWIC Transaction Issue Form
The State Office has been receiving a large number of eWIC Transaction Issue Forms. In many instances, the issues could have been addressed by reviewing the:
- Trouble-shooting tips for common participant shopping challenges provided in the WIC Transaction Troubleshooting Guide for Local Agency Staff (PDF) document
- Participant's View EBT Transaction History screen, and/or
- Most current MN WIC APL (Approved Product Listing) (EXCEL).
If you are unable to address a participant's issue using the trouble-shooting tips, HuBERT or the APL, you should call the MN Help Desk(1.800.488.8799; press 2, 2). The MN Help Desk should always be your first call for additional help with any HuBERT and/or participant food benefit-related questions. The MN Help Desk provides immediate assistance and is available 7AM to 7PM M-F.
If the MN Help Desk is unable to resolve the issue, they will let you know if it is appropriate to complete and submit the eWIC Transaction Issue Form to the State Office. Please note that forms submitted to the State Office can take up to 3-5 business days to address.
July 2019 HuBERT Hints #2
Unable to Use All of Cash-Value Benefits (CVB) Balance to Buy Fruits/Vegetables
The Cash-Value Benefits (CVB) for infants is $4.00 (or $8.00 if Fully-Breastfeeding). It can only be used to buy FRESH fruits and vegetables. CVBs for women and children can be used to buy fresh or FROZEN fruits and vegetables.
These two types of CVBs display as separate lines in the aggregated totals on the Shopping List, Account Balance, and in the My MN WIC App.
If a household tries to purchase more FROZEN fruits/vegetables than is allowed in the total (or remaining) CVB for women and/or children, the system will require the remaining balance be paid with another form of payment.
June 2019 HuBERT Hints #3
WIC Card Order Form – Enter "None" into Number of Boxes if Quantity Needed is Zero
Since emergency orders for WIC Cards cannot be submitted, all agencies will be required to submit a WIC Card order, even if no cards need to be ordered. This is to confirm that all agencies have reviewed their card stock and ensured that they have enough cards to last for the next six months.
An issue with the MN WIC Card Order Form was identified whereby it would not accept a value of zero (0) in the Number of Boxes field. This has been corrected in that agencies who do not require any cards to be ordered should enter None into the Number of Boxes field.
June 2019 HuBERT Hints #1
Using Direct Ship to Issue Partial Package of Same Formula when On-hand
Unlike paper benefits where you could issue part of the same formula as Direct Ship (ex: 4 cans on-hand in clinic issued as Direct Ship while other 5 cans issued to the benefit for October), in eWIC, you can't issue to the WIC Card and direct-ship a partial quantity of the same formula for the same month.
eWIC Transition Guide
Can Add Formula if Not Originally Issued
Formula follows a different set of rules than other food items. If formula isn’t originally issued, such as with fully breastfed infants or participants with Food Package III, it can be added to the food package even once redemption has occurred for that month.
Example: Child was issued a food package and redeemed some of the food items for the current month. Child now requires Pediasure. To add this to the current month’s food package:
- In the Health Information tab, click the Food Package III checkbox
- In the Food Prescription tab, create a new food package with Pediasure
- Click on Benefits Management menu >> Food Adjustment Wizard >> Add More Formula
- The Add Formula screen will open with a default suggestion, for the formula added to the Food Prescription, based on the original issuance's package size (full if full package originally issued, 3/4 if 3/4 package originally issued, etc.). Depending on the number of days left in their cycle, it may be appropriate to prorate (decrease) the issuance.
- Send EBT Data.
- Print an Account Balance: click on Benefits Management menu >> Print EBT Account Balance
eWIC Transition Guide
Replacing Redeemed Food Items
With the exception of formula, which can be reissued for the number of cans returned to the clinic, no other redeemed food items can be reissued/replaced. However, if there are food items remaining on the WIC Card in that same category (ex: Milk/Yogurt) that need to be changed, you can use the Change Food Already Issued in the Food Adjustment Wizard to change the food.
Remember, once food items are changed/replaced, the system automatically adjusts/updates the future food items issued to the WIC Card. There is no need to void.
eWIC Transition Guide
Issues that Occur when Changing Types of Juice Issued to the WIC Card (CDP-392)
Changing Juice from Frozen Concentrate to Ready-to-Drink in the Food Adjustment Wizard Requires a the Special Prescription Screen to be Completed
If Frozen Concentrate Juice is issued to the WIC Card and then changed to Ready-to-Drink Juice in the Food Adjustment Wizard's Change A Food Already Issued, the system is displaying the Special Prescription Item window and requiring it be completed. This information does not appear to be saving to the database.
Unable to Issue Full Quantity of Frozen Concentrate when Changing from Ready-to-Drink to Frozen Concentrate Juice
Conversely, if Ready-to-Drink Juice is issued to the WIC Card, which has a quantity per unit of measure (UOM) of 1, and then changed to Frozen Concentrate Juice, which has a quantity per UOM of 2, you will not be able to issue 2. The system will limit you to the maximum allowed based on the initial issuance of the Ready-to-Drink Juice and you will only be able to issue a quantity of 1 for the current month.
Work-Around: These issues will not occur as long as you review the food package prior to issuance and ensure the correct juice is being provided based on the participant's desires. If you do have to make a change in the type of juice, and there hasn’t been any redemption, use the Void Current and Future Benefits in the Food Adjustment Wizard, correct the food prescription and reissue the benefits to the WIC Card in Issue Benefits. If there has been redemption, void the future months so that the change only has to be made in the Food Adjustment Wizard for the current month, correct the food prescription, and reissue the future benefits in Issue Benefits.
eWIC Transition Guide
Unable to Reissue Food Package in Change Household Guided Script if ALL Food Items Have been Redeemed for the Current Month
The following should occur very infrequently since it requires ALL food items to be redeemed prior to changing a participant’s Household ID.
When a participant is moved to a new household, you should be able to reissue their current food package in Step 2, Remove Current Benefits, in the Change Household ID Guided Script. This is helpful in instances where you are not confident that redeemed food items will be given to the participant’s new caregiver.
If even one food item has NOT been redeemed, the Remove Current Benefits screen in Step 2 will display and you will be able to re-issue the food package.
If ALL food items have been redeemed for the current month, a message that reads: "There are no benefits elegible to be removed. Click OK to continue and void future benefits only, or Click Cancel to return without voiding benefits." displays when you click Step 2: Remove Current Benefits.
Clicking Cancel on this message will simply return you to the Guided Script screen without inserting a checkmark for Remove Current Benefits. Clicking OK will insert a checkmark for Remove Current Benefits but the screen does not open.
This is primarily an issue for infants since their food items are not aggregated with other household members, but may also be an issue for children issued formula, and a work-around has been identified for these participants.
However, if the participant is receiving a child's food package and ALL of their food items have been redeemed for the current month this message will display and you will NOT be able to re-issue the food package.
eWIC Transition Guide and June 2019 HuBERT Hints #2
What types of cash register systems are there with eWIC?
There are two types of cash register systems: 1) "integrated" into the store's cash register system and 2) a "stand beside" terminal that accepts card payments outside of the cash register system. You need to know only enough to help participants know what to expect and help them prepare.
Integrated Cash Register system
- An integrated system involves one card reader at the cash register that can process credit/debit cards, SNAP and eWIC. All large chain stores already have integrated systems.
- WIC foods do not need to be separated from non-WIC foods when stores have integrated cash registers (see below), because the cash register "knows" which items can be paid for with the WIC card vs SNAP, etc.
- The cashier rings up the foods and the cash register deducts only the WIC-allowed foods from their household benefits. Then, if non-WIC foods are also being purchased, those foods can be paid for by another form of payment (e.g., SNAP, debit/credit, or cash).
Stand-Beside Terminal
- A stand-beside device is a card reader specific to the WIC card. Most stand-beside terminals also accept SNAP EBT cards, but they will not accept credit or debit cards.
- WIC foods must be separated from non-WIC foods.
- The participant must notify the cashier they are using a WIC card, swipe their card and enter their PIN before foods are scanned.
Posted 5/30/18 on eWIC Q and A page
Issues with Using Void Current and Future Benefits Function
The Help Desk has had a number of calls in which staff were unable to issue foods to the WIC Card after using the Void Current and Future Benefits function in the Food Adjustment Wizard. These issues were escalated to the State and required research, testing and in some cases, either formula needed to be provided from stock by the Agency or back-end adjustment of food
Many of these issues can be avoided by:
1. Ensuring the food package is correct BEFORE issuing to the WIC Card. Verify the suggested package size and edit the proration, when appropriate, on the Issue Benefits screen.
2. Reviewing the food items and quantities on the Aggregated Household Issuance screen to ensure the correct food items and amounts are being issued prior to clicking the Send EBT Data button.
Also, keep in mind that the WIC Card is a mechanism for accessing food items that are stored at the WIC processor, unlike paper benefits which were the sole mechanism for being able to purchase food items. With paper benefits, you had to void them to make changes to the issued food items. With the WIC Card, you don’t have to void. The food items are stored at the Processor. All you need to do is use the Food Adjustment Wizard to Add More Formula or Change A Food Already Issued. For the current month, do not use the Void Current and Future Benefits radio button unless you are following the step-by-step cheat sheets that have been provided. If you think you need to void the current month benefits, and there isn’t a cheat sheet that fits your scenario, you should call the Help Desk first to ensure voiding the current month is appropriate. The majority of the time, you should not be voiding current benefits because you can use the Food Adjustment Wizard to recover and replace.
We strongly encourage you to use the HuBERT Cheat Sheets we've provided when making changes to foods already issued to the WIC Card.
Please print copies of the cheat sheets and follow them step-by-step. You should always reference a cheat sheet first if you think you can, or should, void the current set of benefits. If you do not find your scenario on a Cheat Sheet call the Help Desk prior to using the Void Current and Future Benefits function.
June 2019 HuBERT Hints #1
WIC Card Orders
Since emergency orders can no longer be submitted, all eWIC agencies will be required to submit a WIC Card order, even if no cards need to be ordered. This is to confirm eWIC agencies have reviewed their card stock and to ensure that they have enough cards to last for the next six months. If no cards need to be ordered, the eWIC agency should enter None into the Number of Boxes field.
Since agencies are expected to maintain 6 months of WIC Card stock, you can do the following to help determine the quantity you should order for 6 months:
- Run the new Infoview template: COUNT OF NEW HOUSEHOLDS (INFOVIEW TEMPLATES >> Counts >> Household) for a one-year period.
- Divide this total number by 12 to get the average number of households added per month.
- Multiply this number by 6 to get the average number of households added in a 6-month period.
- Add 20% to your 6-month average.
EXAMPLE: Local Agency D's original shipment of cards for roll-out was 22 boxes. To determine how many cards they would need to order, they did the following:
1. Ran the COUNT OF NEW HOUSEHOLDS for the time period 1/1/2018-12/31/2018 to determine how many new households they had in a year. Their total number of households was 845.
2. To determine the number of cards to order, they used the formula:
- (845/12) x 6 = 423 - average number of households added in a 6-month period
- 423 x 1.2 = 507 - average number in 6-month period + 20% to account for replacement cards
- WIC Cards are ordered in boxes of 250. This local agency would round up, ordering 3 boxes.
Orders can be submitted using the WIC Cards Stock Order Form page.
May 2019 HuBERT Hints #2
Do Not Deactivate Cards for Participants Moving to Another State
If a participant informs you they are moving out of state do not deactivate the card since eWIC benefits can no longer be accessed once a WIC Card is deactivated. If the household does move out of state, they will not be able to use the WIC Card at stores in other states so deactivating is not necessary. If the state they are moving to calls you to verify their certification information or benefit balance, if you wanted to, you could deactivate the card at that time.
May 2019 HuBERT Hints #2
Change Household ID Guided Script
The following are important concepts for using the Change Household ID Guided Script:
- There are 5 different steps and each step must be completed.
- Steps should be completed in order.
- Once a step is opened, it must be completed before closing that step. The step becomes locked once you've closed it and you cannot re-enter that step to modify any of the inputted information.
- Once the Guided Script has been started it must be completed before exiting. Do not begin the Change Household ID Guided Script if you won’t be able to finish it that day.
There are two cheat sheets that can be used to assist you with completing the Change Household ID Guided Script:
May 2019 HuBERT Hints #2
Reminder: Select the Authorized/Alternative Rep Rows when Setting Primary Card Holder
The Primary Card Holder can be any one of the three proxies: Authorized Representative, Alternate Representative 1 or Alternate Representative 2, but is most often the Authorized Representative. When setting the Primary Card Holder, you should only select one of the Representative rows and never one of the rows that begins with a State WIC ID.
March 2020 #1 & May 2019 HuBERT Hints #2
Statuses in View EBT Card History
We've had a couple of questions about the Status column in EBT Card History.
The Status represents an action performed on the card such as an activation, primary card holder signature, deactivation, or PIN change. Unfortunately, the Status displayed isn't always intuitive.
For example:
- "Activated" = WIC Card is issued and when the PIN is changed
- "Signature" = Primary Card Holder signature collected
- "Signature Cancelled by User" - Primary Card Holder signature NOT collected
- "Statused by Authorized Person" = WIC Card is deactivated by WIC Staff
- "Damaged, Lost or Stolen" - WIC Card is deactivated by the EBT Processor, or Customer Service
May 2019 HuBERT Hints #1
eWIC Transaction Limit – Troubleshooting Calls
There is a transaction limit of 50 items when purchasing foods with the WIC Card. In general, this number won't be exceeded but it can occur if the cashier scans each item individually instead of scanning one item and entering a quantity (especially if scanning each individual container of infant fruits/vegetables).
If the transaction exceeds 50 items, the cashier will receive a message indicating that the maximum number of unique WIC items was exceeded. The cashier can then remove however many food items they need to in order to have 50 items or less. Their system will require the participant to swipe their WIC Card again and re-enter their PIN.
You can help reduce the likelihood of this occurring by reminding participants that one of the benefits of the WIC Card is that they don't have to purchase everything at one time, like they did when all the infant foods were listed on one paper benefit. They can buy only what they need at that time.
April 2019 HuBERT Hints #2
Illegible Number Printed on WIC Card
In very rare instances, you may receive a WIC Card in your card shipment order that has an illegibly printed number on it. If this occurs, please do the following:
1. Take a picture of the front and back of the card
2. Email the picture to tami.Matti@state.mn.us and include the number range on the box the card was taken from
3. On the Order Tracking Form, note the card # and that it was illegible/defective
4. Destroy the card (cut it into pieces)
April 2019 HuBERT Hints #1
Tips to Help Foster Families Manage Multiple WIC Cards
The following are some tips for foster families since they may have multiple children who have different Household IDs and WIC Cards.
- Write the initials of the child on the back of their WIC Card (along with their Household ID).
- If using the My MN WIC App, the foster family can register each household ID and assign an account name for each household.
- After shopping, paperclip or rubber-band the last receipt around the specific WIC Card so that the balance for that card is easy to see
April 2019 HuBERT Hints #1
Accessing Customer Service when Using the eWIC Customer Service Phone Line
When participants call the eWIC Customer Service phone line, there is no option to push "0" to talk to a Customer Service Representative, but they are available 24 hours/day. To speak with a Customer Service Representative, do NOT select anything (do NOT push 1 for English or 2 for Spanish) when the automated response answers the call.
A customer service rep will also come on the line if any of the following occur:
- Participant attempts to change their PIN and the PINs entered do not match
- Participant listens to their transaction history and selects the option to dispute
- Participant selects the option to report a lost/stolen/damaged card
Spanish Customer Service Line
When using the Spanish version of the Customer Service phone line, the Date of Birth must follow the format DD/MM/YYYY instead of the standard English version of MM/DD/YYYY. If you listen to the Spanish version, this is clearly stated when it asks for the Date of Birth.
April 2019 HuBERT Hints #1
Do Not Void Current and Future Benefits after Adding Formula
We've had a couple of instances whereby the Food Adjustment Wizard was used to adjust formula after redemption and then the new benefits for formula were voided. When this occurred, the system would not reissue any formula to the WIC Card for the current month.
Scenario:
- Participant was issued 7 cans Similac Advance, infant fruits/vegetables and infant cereal.
- Participant purchased 7 cans Similac Advance and infant cereal
- A couple of days later the participant came into clinic to replace formula
- Since redemption occurred, the Food Adjustment Wizard – Change a Food Already Issued was used to return 7 cans Similac Advance and issue 7 cans of Similac Sensitive to the WIC Card (system automatically updates future food packages issued to the WIC Card with the new formula>
- Staff then used Void Current and Future Benefits
- System allowed void of newly issued formula
- Unable to add formula back to the WIC Card for the current month using either Change a Food Already Issued (receive message: No Formula to Replace) or Add More Formula (the screen opens blank)
If formula is adjusted using the Food Adjustment Wizard, the Change a Food Already Issued adjusts future food packages. Please refer to the Change Issued Formula (PDF) cheat sheet, which will walk you through the process step-by-step.
This has been entered as an issue (CDP-390) into the contractor's issue tracking system.
April 2019 HuBERT Hints #1
Deactivated WIC Cards Can Be Thrown Away
Once a WIC Card has been deactivated, the card can no longer be associated with its original household or another household, used to purchase food items, or linked back to any identifying information. Therefore, once deactivated, the Household ID written on the back of the card should be made illegible with a permanent marker and then the WIC Card can be thrown away.
March 2019 HuBERT Hints #2
Trouble-shooting WIC Card Pin Issues
If participants are experiencing trouble with their WIC Card PIN, some agencies have tried replacing the WIC Card, but this is not a solution to this issue because the PIN is automatically transferred to the new card when the old card is replaced. In general, you will need to refer them to the Customer Service line (1-833-566-5248) to resolve the issue. If the participant is having problems resetting their PIN using the Customer Service line, you can help trouble-shoot this issue by verifying the Primary Card Holder's Date of Birth and the Mail Zip Code associated with the card in the EBT Household Demographics screen to ensure the validation information they are using is correct.
The one PIN resolution you can provide is to reset a household's PIN count if they've exceeded their four PIN attempts when entering their PIN at the store. (Note: there is no way for you to know if the PIN count has been exceeded unless one of the card's representatives contacts you and asks you to reset it.) If this occurs, verify the Primary Cardholder's date of birth and the mail zip code in the EBT Household Demographics screen, then select the Primary Cardholder row and click the Reset Bad PIN Count button.
March 2019 HuBERT Hints #2
Limit of 20 Characters in Auth. and Alt. Rep's Last Name field in EBT Household Demographics Screen
The Authorized and Alternate Representatives’ Last Name field has a limit of 20 characters in the EBT Household Demographics screen. Most names longer than 20 characters are hyphenated names. If the hyphenated name exceeds 20 characters, please ask the participant which name they want to use.
February 2019 HuBERT Hints #2
Understanding WIC Card Numbers
This is a reminder about how to read card numbers for inventory now that Local Agencies are receiving shipments of WIC cards. The first and last card number are listed on the box label. A box contains 250 cards.
- The first 6 digits (610727) are specific to Minnesota WIC.
- The last digit of the card is a calculated number and will seem random.
- The cards are sequential starting from the second-to-last digit.
In the example below, the first card is: 6107270000075000. The second card will be 610727000007501X (where X is the calculated digit); the third 610727000007502X… the last card is 6107270000077493.
January 2019 HuBERT Hints #1
What if all of our USB ports on our laptops are being used for other peripherals? How will we be able to plug in the card reader?
In general, state desktops and laptops should provide enough USB ports to support the peripheral WIC devices, which include a mouse, the signature pad, and with eWIC, a card reader. Some users may also need a USB port to connect a scanner. If you determine you need additional USB ports, a "port replicator", which is a small piece of external hardware that has extra USB ports, can be ordered using the Request for Equipment form (complete the "Other, please specify" field).
June 2018 HuBERT Hints #1