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 current project timeline is listed below:
- Pilot (Wayne County): February 10 – May 2, 2014
- Rollout Training: May to October 2014 (alphabetically by agency) (Crossroads Rollout Table 4.22.14; PDF, 216 KB)
- Local Agency Rollout: May to October 2014 (by date) (Local Agencies Rollout Schedule 4.22.14; PDF, 197 KB)
The training and rollout schedule was determined based on several factors, including the location of each agency, number of WIC staff and number of sites, and local health department accreditation and WIC monitoring schedules.
Crossroads Day One Rollout Resources
- Day One Checklist for Crossroads Rollout (PDF, 334 KB): Tasks that must be completed at each clinic site the morning of Day One that your agency rolls out.
- Day One Checklist for Crossroads Rollout – Resources (PDF, 340 KB): Tasks from the Day One Checklist plus locations of instructions and other resources to assist with task completion.
- Additional Day One Documents
- Verifying Templates Rollout Day One Instructions (PDF, 1.2 MB)
- Creating Time Slots for Appointments on the Crossroads Master Calendar (PDF, 1.7 MB)
- Blocking Appointment Slots on the Crossroads Master Calendar (PDF, 595 KB)
- Verifying Local Agency and Clinic Settings in Crossroads (PDF, 196 KB)
- Day One MICR Issuance Test Instructions (PDF, 597 KB)
- Crossroads Rollout Guidance (PDF, 667 KB): Guidance to users during the Crossroads Rollout based on observations and reported issues.
- Crossroads Business Continuity Plan (PDF, 368 KB): Guidance to users during the Crossroads Rollout in the event that the Crossroads system is unavailable.
- Crossroads Frequently Asked Questions (PDF, 156 KB)
- Match Pending MFI Instructions (PDF, 685 KB)
- Voiding Pending MFI Instructions (PDF, 470 KB)
- Issuing $8 CVVs to Children in Crossroads (PDF, 293 KB)
Starting in January 2013, the Nutrition Services Branch offered a series of webinars addressing Roles, Responsibilities and Skills; Assigning CNDS IDs for Crossroads; Equipment, Office Set-up and Inventory; Connecting With WIC Clients; Crossroads Clinic Dashboard; and Policies and Processes to get local agencies ready for Crossroads. The training opportunities for 2014 focus on getting set for rollout.
- Preparing for Crossroads Rollout: Before, During and After Webinar was presented in January and offered guidance on what agencies need to do to ensure a smooth implementation of Crossroads.
- Hands-on Training for WIC Directors and Lead Clerks was a two-day training in March and April to introduce lead staff to the basic functions of Crossroads and prepare them as super users so they can support their staff with Crossroads implementation.
- Getting Ready for Crossroads videos address components of Crossroads specific to user roles. Viewing of these webinars is required prior to attending rollout training. To learn more about the videos and who is required to view them see the Crossroads Getting Ready Videos (PDF, 90 KB) file. All of the videos can be found on the North Carolina Department of Health and Human Services You Tube site > Crossroads Training Videos. The playlist should open allowing you to select the video you want to watch.
- The Crossroads Sandbox is being made available to local agency staff on a staggered basis depending on rollout dates. Playing in the sandbox is strongly encouraged.
- Rollout Training will be four full days (Monday to Thursday) and will take place in the Crossroads Training Center in Raleigh. See agenda (PDF, 44 KB). Each Local Agency is assigned to a training group. About six weeks before your rollout training, each agency will receive a customized registration form. Note: for the weeks of Memorial Day and Labor Day, training will take place on Tuesday to Friday.
- NSB has located two local Holiday Inns that will offer rooms at the State rate of $65.90 per night. One of the hotels is located on Dillard Drive near the Crossroads Shopping Plaza in Cary, approximately 6 miles from the training center. The other hotel is located on Thistledown Drive, which is close to NC State University and 4 miles from the training center. Local agency staff will be responsible for securing their own reservations and handling payment. Each room block has a (30) thirty day cut-off period, prior to arrival, in which to make reservations. It is highly recommended that training participants make lodging arrangements as far in advance as possible. There are several local large-scale events scheduled during the rollout period that could create difficulties in finding hotel rooms on short notice. The decision to utilize one of these hotels is optional.
North Carolina WIC Crossroads Interim Program Manual
The North Carolina WIC Interim Program Manual is intended for use by local WIC programs that have rolled out the Crossroads system. It is written to bridge the transition from the legacy system (HSIS or NetSmart) to Crossroads. Agencies not yet using Crossroads should continue to use the North Carolina WIC Program Manual (WPM). Note: Some of the files listed below are large and will require sufficient time for download.
- Table of Contents (PDF, 143 KB)
- List of Attachments (PDF, 62 KB)
- Chapter 1: Introduction to WIC (PDF, 461 KB)
- Chapter 2: State Agency Organization (PDF, 399 KB)
- Chapter 3: Local Agency Agreements/Contracts (PDF, 274 KB)
- Chapter 4: Civil Rights (PDF, 1.1 MB)
- Chapter 5: Nutrition Education (PDF, 625 KB)
- Chapter 6: Certification/Participation
(PDF, 100 KB)
- Chapter 6A: Application Process (PDF, 960 KB)
- Chapter 6B: Income Eligibility (PDF, 2.9 MB)
- Chapter 6C: Nutrition Assessment (PDF, 2.8 MB)
- Chapter 6D: Participant Notifications (PDF, 1 MB)
- Chapter 6E: Certification in Special Situations (PDF, 577 KB)
- Chapter 6F: Program Abuse by Participants (PDF, 184 KB)
- Chapter 7: Food Package (PDF, 2.6 MB)
- Chapter 8: Food Benefit Issuance (PDF, 1.6 MB)
- Chapter 9: Breastfeeding Program Management (PDF, 1.4 MB)
- Chapter 10: Outreach (PDF, 830 KB)
- Chapter 11: Vendor Management (PDF, 2.2 MB)
- Chapter 12: Fiscal Management (PDF, 592 KB)
- Chapter 13: Retention (PDF, 189 KB)
- Chapter 14: Administrative Appeals (PDF, 325 KB)
- Chapter 15: Monitoring/Auditing (PDF, 1 MB)
- Chapter 16: Confidentiality (PDF, 314 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:
- Getting Started (PDF, 4.2 MB)
- System Administration (PDF, 5.7 MB)
- Caseload (PDF, 4.9 MB)
- Family Services - Clinic (PDF, 27.1 MB)
- Food Maintenance (PDF, 4.6 MB)
- Scheduling (PDF, 7.1 MB)
- Vendor (PDF, 16.7 MB)
- Redemption (PDF, 6.0 MB)
- Finance (PDF, 7.6 MB)
- Operations (PDF, 14.8 MB)
The Nutrition Services Branch has developed several resources for use by local agencies to inform WIC participants that Crossroads will be implemented and that while there will be no changes with services or benefits, the food instruments and cash-value vouchers will look different. Quantities based on caseload and number of staff are being distributed to local agencies to coincide with rollout dates.
- Making WIC Better…Crossroads (PDF, 1.3 MB): A bilingual poster to inform participants of upcoming changes with Crossroads.
- Mailing Your WIC Checks (PDF, 2 MB): A bilingual flyer to inform qualified participants that their benefits will be mailed on a temporary basis.
- What to Bring to Your First Crossroads Appointment (PDF, 3.2 MB): A bilingual resource to inform participants in advance about what information they will need to provide at their first Crossroads appointment.
- Food Instrument/Cash-value Voucher Staff Script (PDF, 652 KB) and Graphic (PDF, 1 MB): Resources that staff can use to explain the food instruments and cash-value vouchers issued from Crossroads.
- Food Instrument/Cash-value Voucher Participant Piece (PDF, 2.2 MB): A bi-lingual handout that explains the food instruments and cash-value vouchers issued from Crossroads for participants to take with them.
- Food Instrument/Cash-value Voucher Vendor Piece (PDF, 1.5 MB): A resource that is intended for placement with WIC vendors.
- Rights and Responsibilities (PDF, 489 KB): A bilingual piece that participants will read before signing electronically in Crossroads.
In addition to training, NSB will be collecting a fair amount of information about each site. From this information, NSB will complete the necessary set-up for data conversion and rollout. NSB is doing everything it can to support Local Agencies, but we ask for your support in return. It will be critical that you submit all information within the timeframe we request. In all likelihood, follow-up phone calls will be required; we ask that you make yourself available for these calls.
Mailing Policy for Assigned Weeks of Crossroads Training and Rollout
Mailing Food Benefits during Crossroads Implementation (PDF, 131 KB)
As local agencies prepare for Crossroads rollout they are encouraged to adopt the NC Crossroads Rollout Mailing Policy which allows the mailing of food benefits to low-risk participants who are not due for subsequent certification (recertification) or mid-certification assessments. Mailing food benefits is one of the strategies discussed in the Preparing for Rollout Webinars. Implementation of this interim policy will lighten clinic appointments during the weeks of Crossroads rollout training and during the first week of Crossroads implementation.
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.