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West Virginia WIC Policy & Procedure 3.16 Effective Date: 7/5/2017 3.16 Special Formula Distribution System 4. Instruct the participant that should the need for special formula change or be discontinued, they must immediately notify the Local Agency and return the unused portion of the discontinued formula before receiving food benefits for a new formula. 5. Unused returned formula must be entered into the Crossroads System Inventory and also recorded on the Formula Tracking Form. 6. Notify the participant that if formula is out-of-date when received from the warehouse, they should return it to the Local Agency clinic for replacement. D. Special Formula Shipment to Local Agency Clinic 1. The special formula will be delivered to the Local Agency clinic when it is not feasible to send it to the participant’s home. 2. The participant may either contact the clinic when the product is due in (normally 2-4 business days after the order is placed) prior to picking it up or have clinic staff call when the product has been received. 3. Instruct the participant that should the need for special formula change or be discontinued they must immediately notify the Local Agency and return the unused portion of the discontinued formula before receiving food benefits for a new formula. 4. Unused returned formula must be entered into the Crossroads System Inventory and also recorded on the Formula Tracking Form. E. Damaged/Broken or Out-Of-Date Formula 1. Call the distribution center before placing a request for replacement, (717)293-0187x0. 2. Client must return formula to the clinic for disposal and reissuance. Photographs maybe used for severely damaged formula that is not easily brought into the clinic. The returned formula must be entered on the Formula Tracking Sheet. 3. The WIC Help Desk must be called for replacement. They will replace the damaged formula thru Crossroads and make a family alert stating that the formula was replaced. 4. Once documentation is completed, the labels on the infant formula should be removed and destroyed. The damaged or out-of-date special formula must then be discarded/ destroyed. 5. The Distribution Center will also track damaged formula from the shipper to insure that double reporting does not occur. F. Replacement of Special Formula 1. Special formula will only be replaced for the following reasons: 2 of 5