Oregon Trail Card Replacement Line
Statewide, we replace more than 10,000 Oregon Trail Cards a month. DHS centralized the process for replacing lost or stolen Oregon Trail Cards in January 2014. Clients now call the toll-free Oregon Trail Card Replacement Line to order a replacement card that arrives by mail within five calendar days. Before, card replacements were done in field offices.
The Oregon Trail Card replacement process is being centralized to:
- Reduce workload and decrease traffic in local office lobbies; and,
- Reduce the overall number of cards replaced, which not only saves the agency staff time and money, but has potential to reduce the risk for fraud.
The change applies only to lost or stolen cards; it does not affect how we issue initial cards as part of a new application or intake appointment.
- Clients call the toll-free Oregon Trail Card Replacement Line at 1-855-328-6715. The Replacement Line staff will cancel the client's current card and send a replacement by mail. The Replacement Line is open Mondays through Fridays from 8:30 a.m. to 4:30 p.m.
- It takes up to five calendar days for a client to receive a replacement card by mail.
- If a client's card is lost or stolen, during a time the Replacement Line is closed, they should immediately call the Oregon EBT Customer Service Help Line toll-free at 1-888-997-4447 to cancel the card so somebody else doesn’t spend their benefits. The Help Line is open 24/7. Clients still need to call the Replacement Line when it is open to have replacement cards sent to them
Exceptions and Issuance Reponsibilities
- Initial card:
- Any card issued when a new application for benefits is processed.
- Cards issued to clients who did not recertify on time and had a break in benefits.
- The first card issued to household members or alternate payees.
- Replacement card:
- Lost cards
- Stolen cards
Exceptions to Centralized Replacement Process
Support staff approval; with supervisor review of issuance at a later time:
Supervisor approval required prior to issuance:
- Huddle Hot Topics
- Frequently Asked Questions for staff
- Talking points for staff who issue or re-issue EBT Cards to clients
- Client handout - English and Spanish
Options for printing the client handout:
- Print from the .pdf file and cut into individual cards
- Order printed copies from the DHS Publications and Design Section (PDS). PDS can print 200 cards for $29. To order copies, submit a DHS Form 2001 and reference publication number "DHS 0200."
- Print on a standard Avery product template. The client handout is formatted for compatibility with the following Avery products: 15871, 18871, 27871, 27881, 27882, 27883, 28371, 28865, 28877, 28878, 38871, 38873, 38876, 5371, 5376, 5377, 55876, 5870, 5871, 5874, 5876, 5877, 5882, 5911, 8371, 8376, 8377, 8471, 8476, 8870, 8871, 8873, 8874, 8875, 8876, 8877, 8879, 8372, 5872, 5873, 8872, 8873
- Lobby flyer - English and Spanish (color)
- Lobby flyer - English and Spanish (B&W)
- Lobby flyer for Online PIlot
- Scripts for phone messages
- Forms Server
- SSP Family Services Manual
- SPD Worker Guide
- SPD Support Staff Assistance Manual
- NetLink Course: How to deal with hostile situations over the telephone (Course Number 19573). Visit the Learning Center at https://dhslearn.hr.state.or.us to register.
Project Team and Workgroups
- Exceptions and Definitions
Purpose: To identify exceptions to the new process.Members: Vicki Horn, workgroup lead; Judy Carranza; Rhonda Culley; Penney Hamilton; Michelle Brandt, and Karen Berkowitz of the Oregon Law Center.
- New Unit Details
Purpose: To hire staff, determine logistics for the work unit, establish a work unit budget, develop work processes and auditing functions; establish the phone system and develop a process for addressing client complaints.
Members: Michelle Taylor, workgroup lead; Melissa Clark, Sandy Dugan, Tracey O'Donnell and Bill Walker.
Purpose: To develop the training program for the employees in the new EBT Replacement Card Unit and also for local branch staff.
Members: Lisa Sprague, workgroup lead; Michelle Taylor; Vicki Horn; Sarah Lambert; Jen Irving, and Steve Bradley.
Purpose: To produce communications resources and tools for staff to help them prepare for and communicate about the change; and for clients to understand and be able to easily use the new process.
Members: Christy Sinatra, workgroup lead; Elizabeth Muniz; Lisa Sprague; Caryn Whatley, and Karen Berkowitz of the Oregon Law Center.
Purpose: To identify and develop metrics that will indicate how effective our new centralized process of issuing EBT cards is at doing the following: Reducing workload for field staff; reducing overall EBT replacement cards and limiting fraud opportunities.
Members: Melissa Clark, workgroup lead; Michelle Brandt; Carole Cole; Sandy Dugan; Vicki Horn; Vera Kraynick; Angela Munkers; Bill Walker, and Lisa Bouchell.