WIC programs across the country aim to reduce the risk of poor pregnancy outcomes and to improve nutrition and health for low-income pregnant, postpartum, and breastfeeding women, children, and infants.
CMA’s involvement with the WIC COVID-19 Response Workgroups exposed the struggles states faced executing basic intake services for new participants. As workers were sent home and clinics closed, there was no technology in place to manage new client intake — clinics were taking information over the phone during business hours. New Jersey took early steps to ensure accessible WIC support.
Business Case
COVID-19 placed tremendous pressure on the economy, particularly on the customers WIC serves. The state wanted to ensure food-assistance accessibility, but no system allowed direct participant engagement without Department of Health staff.
Keeping things status quo was unsustainable. Clinics were closed, workers were collecting data over the phone, systems were overwhelmed with applications, and much was paper-based with mailed benefits. A new portal was needed to conduct automated client intake without a clinic worker present — and New Jersey set a two-week timeframe to get it live, including testing and security certification.
The Solution
CMA staff worked around the clock to deliver within the two-week deadline, creating WIC+, a participant portal that encompasses many aspects of distanced WIC support. The initial implementation supports:
- Authenticate users, including Federated Identity Management
- Capture precertification and demographics information for applicants
- Manage limited family information for participants
- Accept and reject online applicants through the WIC MIS for certification and reporting
- Document upload for proof of identity, residency, income, pregnancy, or prescriptions
CMA also provided additional hardware at no cost to ensure the portal had adequate scalability for a potential rush of inquiries.
The Results
With WIC+, New Jersey WIC automated intake of new participant information. Services are available to the public 24/7 rather than limited to business hours, and are device-independent — phones, tablets, laptops — for the broadest reach. It works through the web and can attach to any WIC management information system, such as HANDS or WOW.
“The department’s Women, Infant, and Children program (NJ WIC)… is still available to our residents. New participants can apply for WIC services remotely… There is no need to be physically present at a WIC agency.”
— Commissioner Judy Persichilli, May 8, 2020