Oregon Trail (EBT) Card Replacement
The purpose of this project is to centralize the replacement of lost or stolen Oregon Trail (EBT) Cards. The new process will involve clients requesting a replacement card by calling a toll-free phone number and receiving the replacement card by U.S. Mail at their mailing address. The change does not affect how we issue initial EBT cards as part of a new application or intake appointment. Damaged EBT Cards are an exception. These will continue to be replaced in the local offices. A date for when all local offices will be required to use the new process has not been set.
Monthly updates are given by the project team to District and Program Managers. Many local offices continue participating on a volunteer basis in a test period for the new process. The purpose of the test period is to identify and resolve any issues before making the new process a statewide requirement. The start date for the statewide requirement has not been set.
- 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.
- Please tell clients that if their card is lost or stolen in the future, 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, Supervisor reviews issuance at a later time.
Supervisor approval required prior to issuance
For offices participating in test period
- Huddle Hot Topics - 2/1/2013
- Frequently Asked Questions for staff - Updated 2/1/13
- Talking points for staff who issue or re-issue EBT Cards to clients – October 2012
- Client handout - English and Spanish - Updated 12/4/12
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)
For all offices
- APD and SSP All-Staff Message - November 2012
- APD and SSP All-Staff Message - September 2012
- EBT card lost or stolen? How you get a replacement is changing flyer (English/Spanish)
- Talking points for staff who issue or re-issue EBT Cards to clients - August 2012
- Frequently Asked Questions for Staff - August 2012
- APD and SSP All-Staff Message – July 11, 2012
- 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.
- Flyer (coming)
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.