EBT Card Replacement

 

Overview
The Department is committed ensuring that clients receive the appropriate supports to access benefits as intended. To ensure that clients are served efficiently and appropriately, the Department has established procedures for clients requesting a 4th or higher EBT card within a 12-month period. These procedures are intended to:

 

All SNAP, TAFDC, and EAEDC clients requesting a 4th or higher replacement card within the preceding 12-months are subject to the procedures detailed in this section.

Important

Homeless clients residing at an address or using a mailing address are not exempt from 4+ EBT Card Replacement procedures.  


When a client requests four or more replacement EBT cards during a rolling 12-month period, the client must see a case manager to review EBT resources, potential barriers, rights and responsibilities.

When a client requests five or more replacement EBT cards during a rolling 12-month period and an interview with a case manager has been conducted, an additional interview with Administrative Disqualification Unit (ADU) investigator will be required prior to the issuance of the EBT replacement card.  

Important

Clients with cash-only or combo cases must always report to their assigned TAO for EBT replacement.


Clerical Responsibilities
Clerical staff responsible for EBT Card issuances must:

  1. review the EBT Card Counter to determine whether the client has requested 4 or more replacement EBT cards in the preceding 12 months

  2. review the case Narrative tab to determine if the Initial EBT Replacement Interview with a case manager has occurred

  3. If an Initial EBT Replacement Interview with the case manager has not occurred, check the EBT Review Page to determine if an exemption has been approved by the EBT Review Team. Check the home page sticky note for the duration of the EBT Card Replacement Exemptions granted by the Client Assistance Coordinators and/or Domestic Violence Specialist

    1. If there is an EBT Exemption, the client is exempt from the EBT Replacement process and a replacement card must be issued immediately

    2. If there is no exemption, clerical staff must register the client to meet with a case manager the same day and enter a BEACON case narrative stating: “EBT Replacement: Referral to Case Manager”

  1. If an Initial EBT Replacement Interview with the case manager has occurred, and there is no exemption, the clerk must:

    1. Refer the client to the Reception Coordinator (RC), and

    2. inform the RC that the client is subject to the 4+ EBT Card Replacement Procedures

A replacement EBT card must not be issued until the client completes an appointment with either a case manager or an ADU investigator, as appropriate.

Note

If an ADU investigator is not available, the interview may be conducted by a TAO Manager.



Important

If the client has an approved EBT exemption, the client is exempt from EBT Replacement procedures and may have their EBT card replaced immediately in any TAO.



Reception Coordinator (RC) Responsibilities
When a clerk refers a client who is subject to EBT Replacement procedures to the RC, the RC must:

 

Note

ADU staff will keep offices informed of schedule availability so that designated staff may set up interviews.  

 


To attach a document to the BEACON narrative:

  1. click the Narrative tab

  2. click the Scratchpad tab

  3. click New

  4. enter Narrative text

  5. click Attach

  6. click File

  7. click Browse in the Import page

  8. locate the file to attach

  9. click Save

  10. click the Save icon in the top left of the Scratchpad tab

 

Case Manger Responsibilities – Walk-In Clients
You must conduct a screening interview with each client identified as requesting a 4th EBT card within a 12-month period.

During the screening interview for a walk-in client, you must:

 

Case Manager Responsibilities – Assistance Line and Senior Assistance Office (SAO) Phone Line Requests
If a client calls either the DTA Assistance Line or the SAO Phone Line to request a 4th or greater EBT Replacement Card by phone, the case manager must:

 

 

Client Assistance Coordinator (CAC) Responsibilities
When a client identifies the need for an exemption from the 4+ EBT Card Replacement requirements due to disability, the case manager will refer the client to a Client Assistance Coordinator (CAC) or Domestic Violence (DV) Specialist, as appropriate.

If the CAC, after meeting with the client, finds that an exemption is necessary, the CAC will:

Important

This narrative language must also be entered on the Sticky Note located on the ECF Home page.

 

Domestic Violence (DV) Specialist Responsibilities
When a client identifies the need for an exemption from the EBT Replacement requirements, the case manager will refer the client to a Client Assistance Coordinator (CAC) or Domestic Violence (DV) Specialist, as appropriate.

If the DV Specialist, after meeting with the client, finds that an exemption is required due to a domestic violence situation, the DV Specialist will:

Important

This narrative language must also be entered on the Sticky Note located on the ECF Home page.

 

Domestic Violence Liaison Responsibilities
Upon the request of the Domestic Violence Specialist, the Domestic Violence Liaison must:

  1. scan the Domestic Violence EBT Replacement Exemption form and attach it to the BEACON Narrative. To attach a document to a BEACON narrative, please see Reception Coordinator (RC) Responsibilities above.

  2. enter a BEACON case narrative stating: “EBT Replacement: Exemption Determined by DV Specialist”

 

Program Integrity Unit Responsibilities
During the two-day waiting period, the Administrative Disqualification Unit (ADU) investigator must review the client case record, including the transaction history in EPPIC and potential pattern of replacement requests. At the scheduled meeting, the ADU Investigator must:

 

If the client does not attend the interview with the ADU Investigator, the ADU Investigator must:

Important

The ADU Investigator is responsible to keep offices informed of schedule availability so that designated staff may set up interviews.

 

Supervisor / Designee Responsibilities
A supervisor or designated staff person must:

 

TAO Manager Responsibilities
The TAO Manager upon receipt of an email from the CAC or DV Specialist must:

  1. enter the request on the Review Tab

  2. approve the accommodation on the EBT Review Tab

Important

Every effort must be made to ensure that this task is completed before the EBT Replacement Card is released. If that is not possible, the $5.00 fee must be credited back to the client’s account.

 

Electronic Benefit Transfer – Policy and Procedures


  Last Update:  May 30, 2019