Oregon Trail Card Replacement Line

Oregon Trail CardStatewide, 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.

Oregon Trail Card Replacement Line
Work Unit Contact Information

 

oregon trail card swipeOregon Trail Card Replacement Line:
1-855-328-6715
Clients call this number to request new card or ask questions about their replacement card

 

Days of Operation: M-F

Hours of Operation: 8:30 a.m. to 4:30 p.m.

Location: Salem
Fax: 503-945-6218

Email: oregontrailcarddhsreplacement@state.or.us

 

Contact: Melissa Gomez, Project Lead, CW/SSP Field Services, melissa.gomez@state.or.us

 

Oregon Trail (EBT) Card Replacement Process

  • 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

 

Definitions:

  • 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

Branch Issued

Central EBT
Replacement Unit
Issued

Exceptions to Centralized Replacement Process
(allows branches to issue
 replacement cards)

  • Initial cards
  • Cards that meet criteria for exception  to the Centralized Replacement Process
  • Residential treatment facility-related card issuances
  • Lost cards
  • Stolen cards

Support staff approval; with supervisor review of issuance at a later time:

  • The card is damaged and the client brings the card to the office for replacement.
  • A household member must be removed from a case and a new card is necessary to access benefits.
  • The client reports card was stolen and has the police report number and officer name to validate.
  • The client is hearing impaired.
  • The client has a medical or mental health issue and needs the assistance of an Authorized Representative, Alternate Payee or Guardian to help the cardholder in obtaining a replacement card.

Supervisor approval required prior to issuance:

  • The card is destroyed in a natural disaster or fire. 
  • The client is not able to access the card due to domestic violence.
  • In situations where a delay in issuing the card would jeopardize the health and safety of a household member.

 

For staff

General resources

For clients

Project Team and Workgroups

 

Project Team charter and membership

 

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.

  • Training

    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.

  • Communications

    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.

  • Metrics
    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.