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.
• 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

 

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, Supervisor reviews 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 to validate. 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. If a delay in issuing the card would jeopardize the health and safety of a household member.

 

For staff

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

General resources

• 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.

For clients

• Frequently Asked Questions for clients - October 2012

For partners

• Flyer (coming)

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.