What is Crossroads?
The North Carolina (NC) Crossroads WIC System is a model information system that is replacing the 30-year old NC WIC Automated Data Processing (ADP) System. The system requirements for Crossroads were defined by a consortium led by the state of North Carolina and included Alabama, Virginia and West Virginia. Crossroads is a robust system that will manage all facets of WIC operations, including client services and vendor management. Crossroads uses modern web (HTML/HTTP) technology, standard WIC data elements, and complies with Federal policy and regulations.
The North Carolina Women, Infants, and Children (WIC) Crossroads system released a new software version to local agency users on Monday, May 18, 2015. Version 126.96.36.199 includes:
- Farmers Market Nutrition Program functionality
- On-Line Verification (OLV) of Adjunctive Eligibility
- Rename of Return Formula to Exchange/Increase Formula and additional functionality
- Fixes to some certification and issuance errors
NSB has developed six resources for staff to use related to the software update. These resources are:
- Downloading Crossroads Production Instructions (PDF, 243 KB) – this guidance describes how to download the new version to each local user’s desktop to replace the prior version. The Nutrition Services Branch (NSB) recommends that users in a local agency clinic site stagger their downloads; this is especially important for larger sites and sites known to have slower-performing networks. This may require one user to complete the download before a subsequent user starts the download. If at all possible, NSB strongly recommends the download to each desktop be performed before the clinic site begins serving participants. If you need technical assistance, we strongly recommend that you communicate with your local or county IT staff about the release installation.
- Crossroads Upgrade 188.8.131.52 Guidance (PDF, 981 KB) – this guidance outlines any changes important to your day-to-day operations, including new functionality, fixes to existing defects, the current status of known issues and guidance for local agency staff to address known issues. This guidance document replaces the Crossroads Guidance document dated 3.15.15.
- Increase or Add Formula After Issuance (PDF, 902 KB) – this resource provides guidance about new functionality in 184.108.40.206 that allows local users to issue an increased amount of formula or WIC-eligible medical foods (WEMF) or add formula/WEMF for the current month.
- Increase or Add Formula After Issuance Quick Reference Guide (PDF, 239 KB) – this Quick Reference Guide is to be used in conjunction with the above “Increase or Add Formula” guidance.
- Exchange Type of Formula After Issuance Quick Reference Guide (PDF, 277 KB) – this revised guidance replaces Formula (or WEMF) Change After Issuance Quick Reference Guide.
- Exchange Type of Formula After Issuance (PDF, 844 KB) - this revised guidance replaces Returning Formula.
Crossroads Upgrade 220.127.116.11 Guidance (PDF, 981 KB)
Crossroads was implemented in local agencies between February and December 2014, and most local users now have several months of experience with the system. There are over 1800 established local users in 170 sites serving over 257,000 participants statewide. With the millions of individual transactions that have occurred so far, there have been relatively few issues with the system. NSB staff continue to work towards resolution of reported issues. This document lists the current status of known issues and offers guidance for local agency staff to address each issue. This guidance document replaces the Crossroads Guidance document dated 3.15.15.
Application and Certification
- CNDS (PDF, 1 MB)
- Current North Carolina WIC Nutrition Risk Criteria and Correlating Federal WIC Nutrition Risk Criteria (PDF, 125 KB)
- Family Assessment Questions (PDF, 93 KB)
- Documenting Income Eligibility in Crossroads (PDF, 1.4 MB)
- Duplicate Individuals in Crossroads (PDF, 677 KB)
- Road Map for a Complete Certification (PDF, 1.6 MB)
- Change In Standard Milk Issuance (PDF, 380 KB)
- Food Package Resource Guide (PDF, 605 KB)
- Formula (or WIC-Eligible Medical Foods) Change After Issuance Quick Reference Guide (PDF, 276 KB)
- Infant Formulas, Exempt Infant Formulas and Medical Foods: Reconstituted Fluid Ounces (PDF, 131 KB)
- Issuance of Exempt Formula to Infants Six to Eleven Months of Age (PDF, 583 KB)
- Issuing $8 CVVs to Children in Crossroads (PDF, 293 KB)
- Ordering Formula from Nutrition Services Branch Due to Crossroads Transition (PDF, 288 KB)
- Prescribing Food Packages to the Breastfeeding Dyad (PDF, 283 KB)
Issuing Food Instruments
- Food Package Resource Guide (PDF, 605 KB)
- Formula Change After Issuance Quick Reference Guide (PDF, 276 KB)
- Formula Wizard (PDF, 736 KB)
- Instructions for Manual Food Instruments (MFI) and Register (PDF, 507 KB)
- Match Pending MFI Instructions (PDF, 685 KB)
- Prescribing Food Packages to the Breastfeeding Dyad (PDF, 283 KB)
- Replacing Food Instruments after Issuance Quick Reference Guide (PDF, 199 KB)
- Voiding HSIS Food Instruments for Participants During Crossroads Transition (PDF, 818 KB)
- Voiding Pending MFI Instructions (PDF, 470 KB)
- Comparison of Legacy and Crossroads Inventory Tasks (PDF, 200 KB)
- Inventory (PDF, 825 KB)
- Blocking Appointment Slots on the Crossroads Master Calendar (PDF, 595 KB)
- Creating Time Slots for Appointments on the Crossroads Master Calendar (PDF, 1.7 MB)
- Scheduling (PDF, 1 MB)
Breastfeeding Care Plan and Supplies
- Breast Pump Issuance (PDF, 1.1 MB)
- Breastfeeding Complications Crosswalk (PDF, 91 KB)
- Breastfeeding Supplies (PDF, 766 KB)
- Comparison of Legacy and Crossroads Local Agency Reports (PDF, 104 KB)
- Crossroads Business Continuity Plan (PDF, 340 KB): Guidance to users in the event that the Crossroads system is unavailable.
- The Crossroads Sandbox is available for practice and training new local agency staff on Crossroads.
- Crossroads Training Videos (N.C. DHHS YouTube site)
- Crossroads User Access Form (PDF, 549 KB)
- Documenting Low-risk Nutrition Education (PDF, 283 KB)
- Important Reminders for Crossroads Users (PDF, 339 KB)
- Missed Appointment Letter Template (PDF, 104 KB)
- North Carolina WIC Program Notice Template (PDF, 105 KB)
- Rights and Responsibilities (PDF, 489 KB): A bilingual piece that participants will read before signing electronically in Crossroads.
- Mid-year/Mid-certification Assessment Guidance (PDF, 111 KB)
- Printing Missed Appointment Notifications (PDF, 909 KB)
- Scanning Documents (PDF, 336 KB)
North Carolina WIC Program Manual
The North Carolina WIC Program Manual has been revised to reflect the implementation of the Crossroads system. Note: Some of the files listed below are large and will require sufficient time for download.
- Table of Contents (PDF, 127 KB)
- List of Attachments (PDF, 62 KB)
- Chapter 1: Introduction to WIC (PDF, 417 KB)
- Chapter 2: State Agency Organization (PDF, 366 KB)
- Chapter 3: Local Agency Agreements/Contracts (PDF, 274 KB)
- Chapter 4: Civil Rights (PDF, 1.1 MB)
- Chapter 5: Nutrition Education (PDF, 594 KB)
- Chapter 6: Certification/Participation
(PDF, 85 KB)
- Chapter 6A: Application Process (PDF, 753 KB)
- Chapter 6B: Income Eligibility (PDF, 2.7 MB)
- Chapter 6C: Nutrition Assessment (PDF, 2.5 MB)
- Chapter 6D: Participant Notifications (PDF, 965 KB)
- Chapter 6E: Certification in Special Situations (PDF, 428 KB)
- Chapter 6F: Program Abuse by Participants (PDF, 170 KB)
- Chapter 7: Food Package (PDF, 2.4 MB)
- Chapter 8: Food Benefit Issuance (PDF, 1.7 MB)
- Chapter 9: Breastfeeding Program Management (PDF, 1.6 MB)
- Chapter 10: Outreach (PDF, 897 KB)
- Chapter 11: Vendor Management (PDF, 1.8 MB)
- Chapter 12: Fiscal Management (PDF, 625 KB)
- Chapter 13: Retention (PDF, 190 KB)
- Chapter 14: Administrative Appeals (PDF, 333 KB)
- Chapter 15: Monitoring/Auditing (PDF, 1.1 MB)
- Chapter 16: Confidentiality (PDF, 297 KB)
WIC Crossroads User Manuals
The WIC Crossroads User Manuals are intended for use by state and local WIC program staff to support WIC Crossroads rollout. Manuals are designed to aid WIC personnel in learning about the functions and uses of the application.
Major functions of the WIC Crossroads application are divided into the following areas:
Crossroads has resulted in a change in the appearance of food instruments and cash-value vouchers. Some participants have been issued food instruments/cash-value vouchers from the new system. As a result, you may see these food instruments/cash-value vouchers transacted in your store. The check stock color will remain the same, but the following will change:
- “Issue Date” will be listed as “First Date to Spend”
- “Participant Must Use By” date will be listed as “Last Date to Spend”
- The words may be smaller and in a different font
- More foods may appear on the food instrument
- The quantity of the foods listed may be greater
- The quantities of the foods listed will be numeric, not spelled out
- The “Participant Name” will be listed as the “Family Name”
- The “Participant ID” will be listed as the “F-ID”
- The “F-ID” will be listed under the “Family Name” which is now a longer field
Samples of the new food instrument and cash-value vouchers can be seen below.
Until all areas of the state begin to use Crossroads, you may see food instruments/cash-value vouchers that are generated from both the old and the new systems. As more information regarding the appearance of the food instruments/cash-value vouchers becomes available, the State WIC Agency will update WIC vendors accordingly.
The NSB Customer Service Desk is a single point of contact between local users, both our customers and yours, and IT services and applications. These applications include WIC ADP, Crossroads, and NC CARES. Service consultants assist customers in resolving incidents through technical support and problem resolution.
Training and Online Resources
A recorded webinar conducted by the NSB Customer Service Desk for Local IT Staff is available on the North Carolina Department of Health and Human Services You Tube site. Information covered during this webinar included a high-level overview of the WIC program followed by a more concentrated discussion of the new Crossroads IT architecture. Technology requirements (hardware, software, peripherals) and IT support required by local agencies were also discussed. View WIC Crossroads for Local IT Staff.
- Telephone: 919.707.5795
The transition to Crossroads will not change how health care providers interact with or supply information for WIC applicants or participants. There is no change in the WIC eligibility requirements. All applicants must reside in the service area, be categorically eligible, be income eligible and have a documented nutrition risk. Providers may continue to use the WIC Exchange of Information Form (PDF, 450 KB) to supply information to the local WIC Program. To ensure your patients receive needed modifications to their food packages including formula changes, continue to use the WIC Program Medical Documentation Form (PDF, 438 KB).
Crossroads will allow the North Carolina WIC Program to better serve you. However, for a week or so before the change to Crossroads, your WIC clinic may working with a limited staff. You will still get your WIC benefits. Look for posters in your WIC clinic or ask the WIC staff to find out when they will start using Crossroads. You might ask why WIC is making the change. There are many benefits for you:
- Easier scheduling
- Quicker food instrument pick-up
- Fewer questions at check-in
- Quicker in-state transfers
- Food packages meet family needs
As we make the change, we are asking for your help.
- Please be understanding…WIC staff will be busier for a few months.
- Please be flexible…WIC staff will need more time for your first appointment after Crossroads starts.
- Please be patient…WIC staff are learning the new computer system and want to give you the best service possible.