Temporary Phone Contacts In effect until 05/31/20 · Revised 3/23/20 –Reference WIN 2020-25 /EC Flexibilities for Providing WIC Services email 3.18.20 Page 2 of 9 CERT/RECERT: Complete

Revised 3/23/20 –Reference WIN 2020-25 /EC Flexibilities for Providing WIC Services email 3.18.20 Page 1 of 9

Temporary Phone Contacts – In effect until 05/31/20

CDPH WIC is allowing temporary flexibilities to ensure families maintain access to

the vital nutrition assistance and reduce exposure to COVID-19 by allowing all WIC

contacts to be performed by phone or approved video conferencing platforms

CERT/RECERT

If the family is unable to come on-site due to COVID-19 concerns, staff may

conduct the CERT/RECERT over the phone or video conference and remotely issue

benefits. *CDPH WIC is also allowing brand new enrollments (CERT) to be

performed by phone or video conference temporarily.

30-day extension of Recertification: Use the 30-day extension option for RECERTs that are ending in the current month. This option can only be used for infant

(turning 1 year old) or child (1-5 years) category RECERTs.

Please mark onsite as ISSUE-you are replacing the RECERT with a benefit issuance

for this month.


CERT/RECERT: Complete the CERT (including brand new enrollments) and/or

RECERT over the phone by following these steps:

No separation of duties (Competent Professional Authority can complete all

steps), this requirement has been waived for phone CERT/RECERT only for

the duration of the temporary exemptions.

Mark Onsite as CERT or RECERT (depending on the appointment)

Presence at Cert:

Child at Recert: Select “COVID-19” from the “Reason not Present” dropdown menus for the presence requirement.

Infant/Child at Cert: Select “COVID-19” from the “Reason not Present” dropdown menu for the presence requirement.

Woman at Cert/Recert: Select “COVID-19” from the “Reason not Present” dropdown menu for the presence requirement.

Note: Selecting “COVID-19” provides an exemption for the presence requirement for the full certification period.


Proof of Income, Residency, ID, and Pregnancy (if applicable): Participants can email the required proofs to:Email: ___________________________Password: ________________________

Once the proof has been documented in WIC WISE, permanently delete the email. If proof of income, residency, ID, and/or proof of pregnancy is not available, document “No Proof Provided.”

Reminder: If participant is adjunctively eligible, you can use it as proof of

income, residency, and ID.

Height/Weight/Bloodwork: Anthropometric measurements and/or bloodworkresults, if available, can also be emailed to __________________.

If anthropometric measurements are unavailable, select “WIC” as thesource, enter the date of the appointment, and check the “?” box forboth Weight and Height. Select “Disability/Medical Condition” from thedropdown for “? Reasons”.

The height and weight will need to be documented and assessed at the mid-certification appointment for infant/children and breastfeeding categories. The height and weight will need to be documented and assessed at the next in person appointment for pregnant and non-breastfeeding categories.

If bloodwork is unavailable, select “WIC” as the source, enter the dateof the appointment, and check the “No Blood” box. Select “Individualnot present at appointment” from the dropdown for “Reason”.

Create an alert for pending bloodwork and attempt to obtain bloodwork at the following appointment.


Forms that Require Signature: Rights and Responsibilities (R&R): Ensure that the family

representative/caretaker has been informed of their rights and responsibilities.You must read or email the R&R form or have participant watch the R&R video.Generate the R&R form in WIC WISE and write “COVID-19” in the signature box(via signature pad). This fulfills the R&R requirement for the length of the certperiod, and it is not necessary to obtain the family representative/caretaker’ssignature at a later time.

Participants can access the R&R video on the californiawic YouTube channel. Please direct participants to go to www.youtube.com/californiawic to watch video 6 Know your Rights and Responsibilities (Conozca sus Derechos y Responsabilidades).

Self-Declaration Statement (SDS): Ensure that the SDS is generated in WIC WISEif the participant is missing any of the required proofs for program eligibility.Verbally inform the participant to provide the necessary proof(s) within 30 daysand the consequences of failing to do so. As a reminder, the 30-day shortcertification will still go into effect if the proofs are missing, and therefore it isrecommended that the proofs be sent via email if available. It is not necessary toprint or fill out a paper version of the SDS, or to obtain a signature on the SDS.

*REMINDER: CERT and RECERT completed at the WIC site or in-person mustcontinue to have separation of duties and require signatures for all documentssuch as Rights and Responsibilities and Self Declaration Statement.

http://www.youtube.com/californiawic


Welcome to WIC Education for CERT (brand new enrollments) appointment

CERT (Brand new enrollments) can access Welcome to WIC videos at californiawic YouTube channel: Please direct participants to go to www.youtube.com/californiawic and select the PLAY ALL option next to the Welcome to WIC – English or Welcome to WIC Spanish titles. Welcome to WIC video education consists of 6 videos in total.

If the participant is using their smart phone have them tap on the Welcome to WIC (English or Spanish) title, it will open a new screen and they will see the Play All button

*This option can be replaced by Welcome to WIC lesson on wichealth.org once itbecomes available.

Tap the title:

Welcome to WIC – English

Welcome to WIC – Spanish Play all button



Mid-Certifications (MIDCERT) If the family is unable to come on-site due to COVID-19 concerns, staff may conduct the MIDCERT over the phone or video conference and remotely issue benefits. You may issue up to three months of food benefits, as long as the other requirements for triple issuance are met.

If height/weight measurements are unavailable: 1. Check the “?” box for both Weight and Height, then document

“Disability/Medical Condition” as the reason for the missing data

2. Add COVID-19 concern in the Weight and Height comments section

Reminder: 6 month old infants require asking nutrition questions on the Nutrition Screen of the guided script and a CVB preference Alert in “Notes and Alerts” jelly bean.

Postpartum Exit Counseling If the family is unable to come on-site due to COVID-19 concerns, staff may conduct the Postpartum Exit Counseling over the phone and remotely issue benefits. Ensure that you generate the Notice of Certification Expiration in WIC WISE and discuss the postpartum exit counseling handout.


High Risk (HR) If the family is unable to come on-site due to COVID-19 concerns, RD/DN may conduct the High Risk over the phone and remotely issue benefits. You may issue up to three months of food benefits, as long as the other requirements for triple issuance are met.

WPR for therapeutic formula requests can be emailed to _____________________

If the appointment was for Anthropometric measurements follow up, they canalso be emailed if available. If unavailable, follow the anthropometic guidelinesoutlined above under Mid-Certifications section.

If the appointment was for bloodwork follow up, it can be emailed if available.If unavailable, follow the bloodwork guidelines outlined above underCERT/RECERT section.

Health Nutrition Follow-up (HNU) If the family is unable to come on-site due to COVID-19 concerns, staff may conduct the HNU over the phone and remotely issue benefits. You may issue up to three months of food benefits, as long as the other requirements for triple issuance are met. If the HNU was for anthropometric measurements or bloodwork, follow the anthropometric/bloodwork guidelines outlined above under High Risk.

Same Procedures for BF follow up over the phone.

CLASS Contacts:

Offer Online Education – Follow Online Education Job Aid

Offer Phone Class Education by reviewing the 1:1 worksheets over the phone.


Documenting the Phone Contact

For all phone and video conference appointments, you must document the contact on the Nutrition Education Screen from the Guided Script Jelly Bean as follows:

Method: Phone

Topic: Choose appropriate selection from the drop-down menu, you will notice allcontacts start with Phone, for example: Phone Recertification.

The Phone – Class contact is when you offer the phone class education byreviewing the 1:1 worksheet. In the Note section add a comment with thetitled of the 1:1 worksheet you reviewed.

Scheduling the Next Appointment At the end of the phone appointment, schedule the next appointment based on the quarterly nutrition education requirements and inform the family rep/caretaker of the following:

When their next appointment.

What to bring to the next appointment (e.g., missing proofs, bloodwork results).

Issuing Benefits Issue benefits by selecting Remote Issuance and reason as Local Emergency Situation


Mailing WIC Cards

CDPH/WIC is allowing WIC Cards to be mailed to WIC families:

Assign the WIC card and issue benefits

Use an envelope that prevents identification of the WIC Card. Label the

front of the envelope with “Return Service Requested”

Instruct participant that upon receiving the WIC card, call the number on

the back of the card (1-844-469-3264) to set up the PIN number.

For current WIC participants (that are not new enrollments to WIC) receiving the

WIC Card for the first time please provide WIC Card Education. Direct them to the

californiawic YouTube channel. Have participants go to

www.youtube.com/californiawic and select video 5 California WIC Card (Tarjeta

de WIC de California).


Temporary Phone Contacts In effect until 05/31/20 · Revised 3/23/20 –Reference WIN 2020-25 /EC Flexibilities for Providing WIC Services email 3.18.20 Page 2 of 9 CERT/RECERT: Complete

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