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OPERATIONS OPERATIONS Goals & Objectives, FY2027 | 26

C. Collaborate with other program units, the Division of Health Access, medical providers, and the MDPH Immunization Program to provide training and resources to local programs to assist with planning and implementing immunization activities. Monitor activities and provide technical assistance, as needed.

D. Prepare and disseminate immunization updates to local WIC programs and other interested parties.

E. Maintain liaison and development activities with immunization partners such as the MDPH Immunization Program, Massachusetts Immunization Action Partnership (MIAP), and the Massachusetts Chapter, American Academy of Pediatrics.

IX. To maintain benefit and participant accountability systems.

A. Provide technical assistance to local programs on developing and maintaining quality assurance systems.

B. Maintain systems for provision and tracking of WIC Card inventory at local programs. Provide follow- up with local programs, as needed.

C. Collaborate with DPH Legal Counsel, Office of State Auditor (OSA) Bureau of Special investigations (BSI) and local programs on the investigation and resolution of any potential participant fraud cases. Revise and implement procedures, as necessary.

D. Monitor correspondence for receiving and responding to complaints of WIC participants and vendor fraud.

E. Maintain and enhance systems and tools to improve benefit redemption rates for full value of WIC food, and/or formula prescriptions.

X. To collaborate with Help Desk staff to answer, document, and triage local program calls on benefits and program issues.

A. Resolve problems or make appropriate referrals to other program units.

B. Document Operations Unit’s calls and solutions to problems.

C. Provide technical assistance on program eligibility and benefit issues, as necessary.

XI. To monitor vendors through application of computer-assisted analysis and program compliance surveillance, inventory audits, identify high-risk vendors, investigate 5% of all high-risk vendors, and take action on identified program non-compliance through warnings, sanctions, and disqualifications.

A. Utilize available reporting, local agency vendor visit data, and findings from monitoring visits by Miles Consulting to ensure authorized vendors are performing in accordance with their vendor contracts.

B. Collaborate with DPH Legal Counsel and local programs on the investigation and resolution of any potential vendor fraud cases. Revise and implement procedures, as necessary.