DC WIC POLICY & PROCEDURE MANUAL

Policy 3.002 1 | P a g e Title: Help Desk Procedures Category: MIS CFR Reference Policy Number: 3.002 Effective Date: 7/28/2016 Revised Date: 11/30/2023

POLICY STATEMENT: The State and Local Agency must ensure staff direct all IT concerns to the appropriate authority as outlined below. The State Agency annually provides the Local Agency with updated contact information for Help Desk services, as needed. PROCEDURE Local Agency IT Support Local Agency staff should contact their Local Agency IT support for concerns related to or in the likeness of: • Local network outages • Email, phone, and/or other local agency account-specific security • WIC Laptops and IT peripherals (i.e card reader, scanner, signature pad)

State Agency IT Support State and Local Agency staff should contact the State Agency IT support via info.wic@dc.gov for concerns related to or in the likeness of: • MIS equipment and its peripherals and function only after consult with the Local Agency IT support. • Permissions and role settings in accordance with DC WIC policy 3.001 MIS Security Overview.

Arizona (AZ) WIC Service Desk State and Local Agency staff should contact the AZ WIC Service Desk via wicservicedesk@azdhs.gov or 1-855-432-7220 for concerns related to or in the likeness of: • MIS password authentication such as locked accounts, etc. • MIS functionality • DC WIC participant accounts as they relate to assigned roles/titles, only after contact with the State Agency IT Support WIC staff must provide the following information when contacting the WIC Service Desk: • Staff’s name • Clear description of question/problem, concern, suggestions to improve the system, etc. • WIC Client or Family ID, as necessary

DC WIC POLICY & PROCEDURE MANUAL

Policy 3.002 2 | P a g e • Screen shot of error, if possible • Steps user performed to generate the error

eWIC Card and Account Assistance DC WIC participants may experience issues related to or in the likeness of their eWIC card, food benefits, and/or their eWIC mobile app account (i.e., EzWIC). See DC WIC policy 9.001 Food Benefit Issuance Overview for additional guidance. REFERENCES DC WIC policies 3.001 MIS Security Overview, 9.001 Food Benefit Issuance Overview