Page 29

3.2. Follow up on participant shopping experience project. New local agency staff will conduct WIC purchases with test cards to gain a perspective of the participant’s experience in shopping. October 2019 New employee orientation and onboarding for new staff. Improve understanding of WIC shopping challenges.

New cards were issued for Hartford and the new Waterbury service area, and benefits were updated for the Optimus sites. Standardized training program for local agencies to train participants on obtaining balance inquiries, looking for shelf labels, using a mobile app for WIC approved products.

October 2019 The creation of a standardized training program and consistent use of it, leading to fewer complaints and phone calls about participants not knowing how to use card. During the shopping experience section of the Local Agency Orientations on 12/8/23 and 6/21/24, state staff presented on card activation, shopping with WIC, the Approved Food Guide, WICShopper app, and troubleshooting shopping issues. Utilize results of Participant Satisfaction survey to assess improvements in participants’ shopping experiences. FY21 data Results of NWA Participant Satisfaction Survey Did not purchase options because they did not know how: 45.4%; Could not find WIC foods: 48.8%; Difficulty finding transportation: 20.8%; Difficulty finding childcare: 40.1%; Did not buy all their WIC foods because: online shopping was not available: 41.9% and curbside pick not available 40.7%; Ordering WIC foods for pick up: 59.7%; Ordered WIC foods for home delivery for additional out of pocket fee: 34%; Used self-checkout: 65.3%.

Comparable results of the NWA Multi- State Participant Satisfaction Survey 2023 were: Did not purchase options because they did not know how: 38.2%; Could not find WIC foods: 41.7%. Difficulty finding transportation: 13.8%; Ordered WIC foods for home delivery for additional out of pocket fee: 35.6%;