NARRATOR 1: Food. It is vital for good health
and needed every day.
NARRATOR 2: In my job as a grocery store clerk,
I'm working around it all the time.
NARRATOR 1:
And everyone needs to eat nutritious foods...
right from the start!
(Music)
NARRATOR 1: The first five years of life are
so important in guiding children to a healthful
life.
NARRATOR 2: As you probably already know,
the months during pregnancy are even more
important.
NARRATOR 1: That's why WIC was created. To
provide specific nutritious foods and helpful
nutrition education and breastfeeding support
and referrals for infants and children up
to the age of 5 and pregnant and breastfeeding
women.
NARRATOR 2: The foods provided by the WIC
program contain important nutrients that help
WIC participants grow strong and healthy.
But, the WIC program is not designed to provide
all of the food a WIC mother or child may
need.
NARRATOR 1: The healthy foods offered in the
WIC program reflect and support the Dietary
Guidelines for Americans and include:
• Fruits and vegetables,
• whole grain foods like whole grain bread,
whole wheat Tortillas, corn tortillas, brown
rice and oats,
• breakfast cereals that are iron fortified
and low in sugar,
• milk --and most WIC participants receive
low fat skim or 1% milk,
• soy beverages and tofu
• infant foods including fruits, vegetables,
meats and cereal,
• 100% juice containing 120% Vitamin C - this
includes vegetable juice, tomato juice and
single flavor fruit juice
• dry and canned beans,
• Peanut butter,
• Eggs,
• Cheese
• Canned fish.
NARRATOR 2: To be included on the WIC allowed
food list, brands and varieties of WIC foods
are carefully reviewed and must meet the WIC
nutritional criteria.
NARRATOR 2: The types and amounts of food
WIC customers receive will vary. For example,
You might be surprised to learn that in Minnesota
over 80% of mothers breastfeed their babies.
The WIC Program provides extra food to breastfeeding
moms and their babies, recognizing that breastfeeding
is the healthiest way to feed infants.
NARRATOR 1:
And breastfeeding is good for Moms too.
NARRATOR 1: It is important to emphasize that
the WIC Program is a Nutrition program not
a welfare program. The families who qualify
for WIC services have low to average incomes
and must meet certain other eligibility requirements.
NARRATOR 2: So how does a person apply for
WIC services?
NARRATOR 1: Eligibility for the Program is
determined at a WIC clinic, and includes an
assessment of nutrition status and income.
WIC participants meet with a nutrition educator
to learn about healthy food choices. They're
really helpful and they even tell us about
other resources.
NARRATOR 2: Once a person is enrolled in the
WIC program, she receives vouchers to purchase
the specific foods provided by the WIC program.
Each voucher can be redeemed like a check
to buy the specific amounts and types of nutritious
foods listed on the voucher.
NARRATOR 1: (To NARRATOR 2) So who typically
participates in the WIC program?
NARRATOR 2:.
Working families
Unemployed individuals
Single parents
Students
And others who meet the WIC guidelines
NARRATOR 1: In other words, just about all
kinds of people.
NARRATOR 2: Exactly. And of course, as cashiers,
we're expected to treat them all with the
same respect we give every customer.
NARRATOR 1: Some customers, including WIC
participants, may need a little more assistance
and patience from you.
NARRATOR 2: The WIC program can be confusing
at times for both WIC customers and store
cashiers. Working together, most problems
can be easily resolved.
NARRATOR 1: Which brings us to our next topic.
We WIC moms want to feel comfortable shopping
in your store. This just goes back to the
golden rule.
Treat everybody the way you want to be treated.
NARRATOR 2: Which means treat WIC customers
with the same respect you give to every customer.
NARRATOR 1: After all, WIC vouchers can be
redeemed at many stores in your area. And,
I could take my WIC shopping -- and my regular
shopping- somewhere else
NARRATOR 2: There's no reason for a cashier
to have an attitude or to embarrass a WIC
customer
CASHIER: (with contempt) This juice is not
WIC allowed. You'll have to put it back.
NARRATOR 2: Getting the wrong product is pretty
common, especially until WIC customers become
familiar with the foods.
NARRATOR 1: So how do you deal with customers
when they have chosen the wrong item?
NARRATOR 2: I think of myself as a kind of
teacher.
NARRATOR 1: As opposed to a cop?
NARRATOR 2: Right. Instead of "arresting"
my customers when they make a mistake, I try
to help them understand the WIC foods.
NARRATOR 1: The way I see it: I'd feel better
if you tell me what I can do, not what I can't do.
NARRATOR 2: Exactly.
CASHIER: (friendly and helpful showing the
package to the customer)
Oh I'm sorry, you can see this bread is a
different size than what is listed on your
voucher, so it is not allowed. Let's see if
we can help you find a 16 oz size loaf.
CASHIER: These Fruit Rings are not a WIC allowed
cereal, either. Everything that is WIC allowed
will be listed in the WIC shopping guide and
in our store you'll see a WIC label on the
shelf, too. What cereal would you like to
buy to replace it?
NARRATOR 2: (to camera) By politely bringing
these mistakes to the attention of the WIC
customer, you can make the WIC customer feel
at ease and you can prevent the same problem
from happening in the future.
NARRATOR 1: (to NARRATOR 2) There's one other
advantage to helping WIC participants make
the right choices.
NARRATOR 2: What's that?
NARRATOR 1: You can honestly feel good about
the fact that you're helping that mom and
her children get the most nutritious foods
to grow up healthy.
NARRATOR 2: You know,...I never thought about
it like that, but I'm actually working to
improve the health of my WIC customers.
NARRATOR 1: Speaking of work, let's take a
look at how the WIC transaction is supposed
to work.
NARRATOR 2: Before we start, it is important
to point out that there are two types of WIC
vouchers you will see in the checkout line.
One is a standard voucher and the other is
a voucher for fruits and vegetables only.
We'll point out the differences as we go along.
NARRATOR 2: Here we are at my second home:
the register.
NARRATOR 1: And here comes a WIC customer
- what timing.
NARRATOR 2:
Now, what's the first thing the cashier's
going to look for?
NARRATOR 1: I know that one.
After verifying that the customer has his/her
WIC ID folder, check for the correct dates.
The voucher must be used between the first
day and the last day on the voucher. But never
accept a voucher if the dates have been altered.
NARRATOR 2: This voucher can be used any day
between October 3 and November 2. That includes
October 3 and November 2.
NARRATOR 2: Next you need to review what food
items are listed on the voucher and make sure
that all of the items purchased by the WIC
customer are WIC allowed. Remember: no alterations
or substitutions of these food items are permitted.
Since I work in a large store, the WIC items
are in the computer, so the scanner automatically
verifies each item.
But, you know computers. They're great when
they work. But they can be wrong, too.
That's why I always keep the WIC shopping
guide handy. That way I can check any items
I'm not sure about.
NARRATOR 1: All WIC customers should have
their own copy of the shopping guide. It shows
which foods can be purchased.
NARRATOR 2:
Remember that the WIC foods can sometimes
be hard for WIC customers to find in your
store and the WIC foods do change from time
to time.
NARRATOR 1: OK, back to the WIC transaction.
NARRATOR 1:
It is important to check the amounts being
purchased.
NARRATOR 1: I can always buy less than the
listed amount, but I can never buy more than
the amount of each food item listed on the
standard voucher.
NARRATOR 2: Before we ring up the total amount
of the sale, deduct any coupons the WIC customer
has.
NARRATOR 1: Coupons, including "buy one get
one free", are allowed. Coupons reduce the
price of the customer's total sale and save
the WIC Program money.
Narrator 1: We assume everyone knows this
but sales tax is never charged on a WIC transaction
NARRATOR 2: Also, when a standard voucher
is transacted no money changes hands.
NARRATOR 2: Which brings us to totaling up
the transaction.
NARRATOR 2:
The cashier writes the total cost of the WIC-allowed
foods on the voucher. Always in pen using
black ink.
NARRATOR 1: Then the customer signs the voucher
to verify that she received the food and the
total was correct And the cashier verifies
that the signature matches one of those on
the WIC ID folder. WIC customers must have
their WIC ID folder with them and no other
type of ID, like a driver's license, may be
used as a substitute.
NARRATOR 2: Always give the WIC customer a
receipt. A receipt is very important in case
there's a problem with the food being spoiled
or expired.
NARRATOR 1:
And you're done. You've successfully completed
a WIC transaction with a standard voucher.
NARRATOR 2: Now remember the voucher for fruits
and vegetables? These vouchers allow WIC customers
to purchase fresh, frozen and canned fruits
and vegetables, and any combination of these.
Narrator 1: Yes. For example, I could buy
some fresh apples, frozen green beans and
canned pineapple -- all with one fruit and
vegetable voucher.
NARRATOR 2:
The fruit and vegetable vouchers have a specific
dollar amount printed on them. This means
that they must be handled a little differently
than the standard voucher.
If the total amount of fruits and vegetables
purchased by the WIC customer is equal to
or less than the dollar amount printed on
the voucher, the store cashier should write
in that total on the voucher.
BUT, if the total amount is more than the
dollar amount printed on the voucher, the
customer has two options. She may put something
back so that the order amount is equal to
or less than what is printed on the voucher.
Or.., she may pay the difference between what
is printed on the voucher and the total price
of her fruit and vegetables. And she can use
cash, credit or EBT.
NARRATOR 2: Remember the key points of WIC
transactions:
* Confirm the dates on the voucher to make
sure it can be used.
* Review the specific amounts and types of
food items listed on the voucher
* Make sure that only WIC allowed foods are
purchased and that the amounts do not exceed
what is listed on the standard voucher.
NARRATOR 1: With the voucher for fruits and
vegetables, the customer may pay the difference
if the fruits and vegetables total more than
what is printed on the voucher.
NARRATOR 2:
* No alterations or substitutions of the foods
are permitted. When you are not sure about
an item, compare it to the WIC allowed food
list.
* Enter the total price of the foods purchased
on the standard WIC voucher.
NARRATOR 1: In the case of the fruit and vegetable
voucher, enter the total price of the food
if the amount is less than or equal to the
amount printed on the voucher. But if the
customer's order exceeds the amount printed
and she chooses to pay the difference, you
write in the amount printed on the voucher
-- never more than this amount.
NARRATOR 2:
* Have the customer sign the WIC voucher,
and compare the signature on the voucher with
the WIC ID card.
* Finally, give the customer a receipt.
NARRATOR 1: Pretty straightforward and simple.
NARRATOR 2: When everything runs smoothly,
which is most of the time. But there are a
few additional things that we should talk
about.
NARRATOR 1: Those occasional bumps in the
process
NARRATOR 2: Right. To demonstrate let's take
a transaction and play 'what if?'
NARRATOR 1: Meaning.......?
NARRATOR 2: Meaning at every point in the
transaction, we're going to ask what would
happen if....?
NARRATOR 1: I think I've got it.
NARRATOR 2: So here is our first "What if......?"
:
What if a customer brings a voucher to the
cashier that can be used on any day between
May 1st and May 31st.
NARRATOR 1: Including May 1st and May 31st.
NARRATOR 2: But, the day they want to use
it is April 29th?
CASHIER: I'm sorry. This voucher doesn't start
until May 1st.
MOM 1: Oh, gosh. I'm sorry. I thought this
was my April dated voucher.
NARRATOR 1: We get as many as three months'
worth of vouchers at each visit to the clinic.
And typically we get several vouchers per
month.
So, with all those vouchers, it's easy to
get mixed up and try to use a voucher for
another month by mistake.
NARRATOR 2: But for our records, it's important
to make sure that the right dates are always
used.
(to NARRATOR 1) Ready for another 'what if?'
NARRATOR 1: Sure.
NARRATOR 2: What if there's a problem matching
the sizes or amounts of food with what's listed
on the voucher?
NARRATOR 1: That's a good one.
CASHIER: Oh, I'm sorry. This voucher says
36 ounces of cereal and these boxes add up
to 40 ounces of cereal.
MOM: But I've bought the two together before.
CASHIER: Well, this cereal does come in a
smaller size box, so you can still get them
both today. If you'd like, we can exchange
this for a smaller box. Would you like us
to have one brought up for you?
MOM: Thanks, that would be terrific.
Narrator 2: Now, what if a WIC customer brings
up the wrong food item?
CASHIER: Oh, I'm sorry. This voucher says
1 gallon of skim or 1% milk, and this is whole
milk.
MOM: But my daughter only likes to drink whole
milk.
CASHIER, Oh I understand, but I can only provide
what is listed on the voucher. If you have
any questions about the milk you can ask your
WIC clinic. Would you like to have a gallon
of skim or 1% milk brought up for you?
MOM: Yes..... that would be terrific.
CASHIER: OK, great!
Narrator 2: The cashier did a nice job of
being understanding and helpful while following
the correct procedures.
Narrator 1:
What if a customer is confused about a WIC-Allowed
food item?
CASHIER: I'm sorry, this juice is not WIC-allowed.
MOM:
But I've bought that brand before!
CASHIER :The only flavor in this brand that
is WIC-allowed is apple juice. The other flavors
are juice blends and WIC fruit juice must
be single flavor only -- like grape juice
or apple juice.
MOM:
I thought this was grape juice only.
CASHIER:
I know it can be so confusing, but if you
look here on the label you'll see it's actually
a blend.
MOM:
I didn't know that.
CASHIER:
There are many other brands of 100% grape
juice that are WIC-allowed. Would you us to
have one brought up for you?
Customer: Yes, thank you.
Narrator 2:
The cashier did a great job of being patient
while helping the customer understand why
the juice was not WIC-allowed.
NARRATOR 1: What if a customer asks for a
raincheck?
MOM : You're out of Cheerios. Can I get a
raincheck and come back later?
CASHIER: (Smiling) I'm sorry we are out of
Cheerios, but I can't issue rainchecks for
WIC purchases. You might want to try another
cereal on the food list or you could come
back later and use the voucher then.
NARRATOR 2: Luckily, this doesn't happen very
often, because we keep plenty of WIC items
in stock. But if it does happen, we don't
issue rainchecks. The customer must pick an
alternate off the list or use the voucher
at a later date, or perhaps use the voucher
at a different store.
NARRATOR 1: I thought this cashier was great
about suggesting some alternatives to the
customer.
NARRATOR 2: Yes. There are plenty of options
on most items.
NARRATOR 1: Who knows? You might find a new
brand or variety that you really like.
NARRATOR 1: OK. What if a customer refuses
an item?
CASHIER: I noticed that your voucher allows
you to buy a jar of peanut butter. Would you
like us to bring you up a jar?
MOM: No thanks. We have enough at home right
now, so I don't need to purchase it.
CASHIER: All right.
NARRATOR 2: WIC customers do have the right
to decline any food listed on their vouchers.
NARRATOR 2: Here's the next 'what if?'
MOM: Oh, I didn't realize I forgot to put
this with my WIC items.
CASHIER: No problem. I'll just ring it up
separately and add it to your WIC purchase.
MOM: Thank you
NARRATOR 2: What if you've already written
in the total?
NARRATOR 1: In ink, no less.
NARRATOR 2: Just cross it out and write in
the correct amount in the box, either above
or below it.
NARRATOR 2: What if a customer has signed
the voucher before you've entered the total?
NARRATOR 1: (to NARRATOR 2) You know I did
that. It was my first WIC purchase. I signed
the voucher ahead of time, thinking I'd save
the cashier time.
NARRATOR 2: And what happened?
NARRATOR 1: She was really nice. She just
had me sign it on the left side of the voucher.
NARRATOR 2: That's great. That's all you have
to do. You must have the customer sign the
voucher after the total has been entered.
MOM : This milk is sour. Can I get a refund?
CASHIER: I'm sorry. We can't give you a refund
on that milk, but we'd be happy to replace
it with a fresh carton.
MOM: OK, thanks! That would be great
NARRATOR 2: If a food is spoiled or expired,
it's OK to get a replacement of the same item.
NARRATOR 1: However, no refunds or exchanges
for money are allowed.
Remember the only time money may change hands
on a WIC purchase is if the WIC customer chooses
to pay the difference on her voucher for fruits
and vegetables.
NARRATOR 1: I've got one.
MOM : My baby does not like this formula.
Can I just exchange it for another brand?
CASHIER: I'm sorry. I'm not able to make any
refunds or exchanges on formula. But if you
take it back to your WIC clinic, I'm sure
they'll be able to help you.
NARRATOR 2: Since formula is specifically
prescribed for each infant, it can only be
returned or changed at the WIC clinic. Any
variance from this policy in the event of
a flood or other natural disaster or an infant
formula recall would have to be authorized
in writing by the State WIC office.
NARRATOR 1: Always remember to treat your
WIC customers with the same respect you give
to all your customers.
NARRATOR 2: By the same token, you have the
right to be treated with respect. If a WIC
shopper is rude to you, you can report it
on this form.
NARRATOR 2: One last 'what if?' What if you
do make a mistake on a WIC purchase?
NARRATOR 1: Occasional mistakes happen, but
a pattern of mistakes can disqualify your
store from the WIC Program.
NARRATOR 2: Selling to WIC participants is
a privilege not a right so it is important
to follow all the rules, all the time.
NARRATOR 1: Which is not only good for your
store, it's good for your WIC customers as
well. When you help your WIC customers obtain
the healthy foods listed on their vouchers,
you are doing your part to help keep them
healthy.
NARRATOR 2: And when you treat your WIC customers
well, they will be more likely to come back
to your store to do their grocery shopping-
even after they stop getting WIC vouchers.
NARRATOR 1: (to NARRATOR 2) Speaking of stopping,
I think we're done.
NARRATOR 2: (to NARRATOR 1) Good. Being around
this food all this time has made me hungry.
