By May 2022 the following identified transfer criteria was established for the WIC POD:

· electronic benefits transfer (EBT) personal identification number (PIN) not working

· Formula change

· All other food package changes

· WIC Application Issues logging in

· Address change

· Client was called within the past week but is still missing benefits

The WIC-POD data for May 2022:

The total number of calls answered by the WIC-POD in May 2022 was 2,189 calls, with a 19% abandonment rate. Clients hung-up the phone after waiting 11 minutes on average.

An analysis of productivity of nutrition staff, showed that staff using the call list method, maintained that same rate of productivity. However, staff that were not productive according to productivity standards, doubled service production when assigned to work the new WIC-Broward POD process. Feedback from staff working the WIC-Broward POD was that although the workload seemed heavier, clients were more prepared to be served. Clients were able to call at a time that was more convenient for them as opposed to staff calling and catching clients at a bad time or a time when they didn’t have the information, they needed for a WIC appointment. We determined that the WIC-Broward POD process had the capacity to do more.

On June 10, 2022, the WIC-Broward Administration team requested from MIS 2 additional skills for WIC-Broward POD clerks and WIC-Broward POD breastfeeding (BF). Additional agent IDs were requested to add additional agents work support and WIC skills. On July 6, 2022, clerical and BF agent IDs were assigned and WIC site extensions were configured to add and agent login feature. July 7, 2022, concluded the las day of the email WIC process from call center and on July 8, 2022, we expanded the criteria for the WIC-Broward POD Transfers.

With the addition of the clerical and BF “Skills,” the criteria for call transfer were expanded to the following:

To transfer to clerical staff:

· Missed call from previous day or today

· Not called due to no recent previous appointment or not called for previous appointment scheduled

· Uploaded or emailed documents

· EBT (electronic benefits transfer) card issues such as: needs replacement card or needs card to be mailed

· Address changes

· Foster families/children certification

To transfer to breastfeeding staff:

· All Breastfeeding issues or concerns

To transfer to nutrition staff:

· Pin number not working

· Formula change shortages

· Food package changes

· WIC app issues logging in

· Direct Distribution formula issues

· Missing benefits on card

July 27, 2022, the Senior Public Health Nutrition Supervisor in DOH-Broward WIC administration conducted WIC POD training for additional WIC staff.

August 2, 2022, Expanded Nutrition POD to 11 agents, BF POD to 2 agents, Clerk POD to 8 agents.

August WIC-POD data:

Total calls answered by Nutrition WIC POD = 4,370, with a 14% abandonment rate. Clients hung up the phone after waiting 12 minutes on average.

Total calls answered by Clerical WIC POD = 6,687, with an 8% abandonment rate. Clients hung up the phone after waiting 8 minutes on average.

Total calls answered by BF WIC POD = 571, with a 14% abandonment rate. Clients hung up the phone after waiting 8 minutes on average.

The performance measures utilized to track the demand is the number of calls transferred and abandonment rates. This data is obtained from the Avaya system reports. The measures utilized to track success are the enrollment and low and high-risk nutrition education contacts. This information is obtained from state WIC office data reports and the FL-WISE WIC data system. In addition, this data is tracked and reported on in Active Strategy, DOH-Broward's performance management system.

WIC BENFITS ISSUANCE THROUGH PODS

Category

Description

Winner Status