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Staff Tools | SPD Worker Guide | F.3 Issuing Electronic
Benefits
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DHS home | SPD
Staff Tools | SPD Worker Guide | F.3 Issuing Electronic
Benefits
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The Oregon Trail Card (EBT) system makes SNAP and CMS-issued TANF benefits and HIP reimbursements available to clients by using a plastic debit card at point-of-sale (POS) devices and automated teller machines (ATMs). EBT operates through a partnership between a contractor (e-funds) and DHR. To implement EBT, DHR has a computer system, EB (electronic benefits). The system functions through an interface among CI-FIND, CMS and FSMIS on one side, and e-funds' system on the other.
One advantage of the Oregon Trail card is benefit availability. Weekends and holidays do not affect when a client receives their benefits. No longer will the client be waiting for the mail carrier to deliver their benefits. The client will know when their benefits are available.
There are two types of accounts available in the system: a cash and a SNAP account. Cash benefits issued by CMS will be deposited in the cash account. For elderly and SSI clients in the SNAP cash-out (FSCO) demonstration area (Clackamas, Columbia, Multnomah and Washington counties only), SNAP benefits will be deposited to the cash account, unless they opt for direct deposit of their SNAP cash benefits. All other SNAP benefits will be deposited in the SNAP account.
FSCO clients must be issued their SNAP benefits through the EBT system. On a case-by-case basis, FSCO who are unable to adjust to the EBT system may receive their benefits by check, only if direct deposit is not an option. If, in the professional judgment of the worker and supervisor, the FSCO client has a medical or psychological condition (documented or not) that makes it very difficult for them to adapt to using an EBT card, the client may be issued their SNAP benefits by check.
Although SNAP clients do not have a choice of benefit delivery systems, case managers in the cash-out demonstration area may decide on a case by case basis that an elderly or SSI client is unable to adjust to the EBT system. SNAP cash-out clients may be exempted from EBT participation, if, in the professional judgment of the case manager and supervisor, the SNAP cash-out client has a medical or psychological condition (documented or not) that makes it very difficult for them to adapt to using an EBT card. See Computer Guide Chapter X on how to issue a check to SNAP cash out clients.
Note: Cash direct deposit is not affected by EBT. Clients whose cash benefits
are directly deposited into a bank account will remain in direct deposit unless
changed by the worker. Companion SNAP benefits will be issued by EBT, unless they
are for FSCO clients who elect an alternate method (direct deposit or check).
New clients may be issued an Oregon Trail card and select a personal identification number (PIN) before their eligibility is determined; generally after the initial screening interview. This provides better client service by eliminating the need for multiple visits to the branch office. When benefits are issued, they will be deposited to the EBT account.
The Oregon Trail card and PIN together control access to client accounts. The PIN is a 4-digit number known only to the client. The selection device encrypts the PIN as the numbers are selected: there is no way to view the PIN on the system. If a client forgets their PIN, they must come into the local office and select one.
The responsibilities of those involved in EBT are as follows:
EBT Case Creation. EBT cases are created automatically by the EB system when you add a CM or SNAP case. To ensure that a single EBT case is created for clients with companion cases, the cash payee and SNAP head of household need to be the same person. If necessary, EBT cases are also created when the EBT payee changes (e.g., whenever the SNAP head of household or cash payee changes).
Changing Payees. When the EBT payee is changed, the EB system recognizes that benefits need to be issued to the EBT case with the current payee connection. The connection between the EBT case and the previous payee is automatically changed. The EBT Case Detail screen displays the case numbers of the eligibility cases connected to the EBT case. It also displays the payee's status for each eligibility case as "C" (current payee) or "P" (previous payee).
Benefits cannot be transferred from one EBT account to another. If there are any benefits remaining in the previous payee's account, they must be withdrawn by the previous payee or their alternate payee. Balances cannot be transferred between EBT cases.
Note: When a SNAP payee changes, it is actually a delete of the old SNAP case and
an add of a new case (a case number change).
During the eligibility interview, discuss the potential need for an alternate payee. Inform the client that an alternate payee will have their own Oregon Trail card and PIN, giving access to the client's benefits. The client needs to decide whether they want alternate payees. The client will need to provide written authorization on the AFS 0231 or SDS 231 on ACCESS (Designation of Authorized Representative or Alternate Payee), identifying their alternate payee. Make sure that the client understands that the alternate payee will have access to benefits without the client giving any further authorization. Access to each type of account (cash and SNAP) can be controlled separately. The primary payee chooses which account(s) an alternate payee will have access to. Benefits spent by an alternate payee will not be replaced.
If a client decides they no longer want their alternate payee to have access to their account(s), the client should call their case worker to remove an alternate payee, or to select a new alternate. Requests for changes to alternate payees are processed on the EBCAS screen. If the client wants to block access by the alternate payee temporarily, they can call e-funds Customer Service and have the alternate payee's card status changed to inactive. This is the only status reason that can be changed back to active. The client can also call e-funds Customer Service and request that an alternate payee's card be deactivated/canceled if they need to end an alternate's access immediately.
Note: Branch staff may choose to inactivate or deactivate/cancel the EBT card
on-line.
Each branch or district will designate staff to provide Oregon Trail card training to new clients and their alternate payees. Depending on local resources and needs, the training could be given in a group setting, as part of an orientation or on a one-on-one basis. The training may consist of two parts. A video is available that can be played continuously or at selected training times.
The second part of the training is the MSC 208 (EBT Card Brochure). Go over the brochure with the client to ensure they are familiar with the process. Some clients may need more individualized training.
Card issuance involves:
The branch worker who determines cash or SNAP eligibility does not issue the Oregon Trail card to the client. This separation of responsibility is an important security measure. The branch or district decides who will issue EBT cards from the office.
The branch person authorized to issue EBT cards must:
During PIN selection, emphasize the need for the client to keep their PIN secret. Also, inform the client of the need to call e-funds Customer Service as soon as they discover that their card is missing or that they have compromised their PIN. Inform the client they need to stay on the line when they either need to choose languages other than Spanish and English or need to speak to a representative. A PIN is compromised any time the payee feels that someone else may know the number. Emphasize to the client to call e-funds Customer Service number and not the local branch office. If a client calls the local office to report a lost or stolen card, have them call e-funds Customer Service immediately. It is important that the client understands the need to report a lost or stolen card immediately. Any funds spent before a card is reported as lost or stolen will not be replaced. When a client has reported a card lost or stolen, e-funds Customer Service staff will deactivate the card. This will prevent anyone from using the card to obtain benefits. Branch card-issuance staff may deactivate an EBT card to prevent the loss of benefits. Once a card has been deactivated (e.g., coded as lost or stolen), a new card must be issued. e-funds Customer Service staff will direct the client to contact their local office for a replacement card.
Note: If SPD branch staff determine that a client is not able to come into the
office to select a PIN, the branch will use a special process as described in
SDSD procedures.
Clients and their alternate payees access cash benefits, including SNAP cash-out benefits, through POS devices at some retailers displaying the Oregon Trail Card Accepted Here sign. They may also use ATMs. As retailers sign up to participate in the Oregon Trail card project, they decide what amount of cash they will allow a client to withdraw per visit using the POS device. Each store will have their own policy, so the client should ask how much cash they can get back, and if they can do cash-only withdrawals. Clients will not be charged for a cash purchase or a purchase with cash back. They will have two free POS cash-only withdrawals each month. After the two free withdrawals, there will be an 85¢ charge for each subsequent withdrawal in a calendar month. Retailers can sell clients money orders at a minimal fee, for all or part of their cash benefits. This would count as a purchase, not one of the two free withdrawals. This option provides a good solution to both the client and retailers as the client does not leave the store with large amounts of cash and the retailer reduces security issues by not being required to keep large amounts of cash on hand. There will be an 85¢ charge to the client for each ATM transaction, plus any bank surcharges.
If clients contact the branch to report they received the wrong amount from an ATM card (a misdispense), refer them to e-funds Customer Service Desk for clients. Federal banking laws require a resolution within 30 days. If they find the ATM out of balance, the client's EBT account will be credited.
Clients also access their SNAP benefits through POS devices at retailers displaying the Oregon Trail sign. These retailers are generally the same ones that have been accepting SNAP coupons. The client can make as many food purchase transactions as they need each month with no transaction fees. The retailer is responsible for ensuring that only allowable food items are purchased from the SNAP account. By doing two separate transactions, a client with SNAP and cash benefits can pay for food and non-food items with their Oregon Trail card. The client receives no change or cash back on an SNAP transaction. A return of a SNAP purchase results in a credit to the client's SNAP benefit account.
Clients can also access their Oregon Trail card SNAP benefits when no POS device is available, by using an off-line voucher system with vendors that have been approved to accept SNAP benefits. This includes non-traditional vendors such as farmers' markets, route delivery providers (e.g., dairies) and small retailers. These retailers, and traditional retailers when their terminals are down, will use an off-line voucher system. The voucher works similar to a credit card transaction. The retailer fills out the voucher, which is then signed by the client. The retailer compares the signatures on the voucher and the Oregon Trail card, then calls for telephone confirmation of benefit availability by e-funds. The retailers have a special Help Desk number to call. The off-line voucher system applies to purchases from SNAP benefits only.
Note: Because elderly and SSI clients in the cash-out demonstration area receive
SNAP benefits in their cash account, they will not be able to use the voucher
system.
Overcharges/undercharges. Retailers sometimes make mistakes and inadvertently deduct either more or less than the amount of the purchase from clients' cash or SNAP benefits. Some examples of the reasons for these mistakes follow:
Retailers are unable to identify clients because the only information available to them, depending on their EBT equipment, is either all or only the last 4 digits of the Oregon Trail card number. If the branch is contacted by either the retailer or the client regarding an overcharge or undercharge, resolution can usually be handled at the local level. The branch will be unable to assist either the retailer or the client if the client cannot be identified because the retailer has only 4 digits of the card number. In these cases, refer the retailer to e-funds Customer Service. If the branch identifies the client by the card number, the client should be contacted. Suggest they take their Oregon Trail card and go to the retail store where the error occurred. Resolution of these issues is between the retailer and the client.
Retailers contacting the branch regarding retailer equipment problem errors or inquiring how to sign up for EBT, should be referred to the e-funds Customer Service Desk for Retailers at 1-800-831-5235.
Other Retailer Information.
Retail stores certified through FNS must continue to accept food coupons until all states implement EBT systems.
Retail stores cannot require identification in addition to the Oregon Trail card. The card and the PIN are the identification.
For voucher transactions, the signature on the card reverse, and the voucher signature are the client identification.
Benefit authorizations are transmitted to e-funds in one of three ways:
e-funds provides telephone assistance through separate numbers for clients, DHR staff and retailers. e-funds Customer Service number is an Automated Response Unit (ARU) that is available 24 hours a day, 7 days a week. You can also reach a person at e-funds Customer Service 24 hours a day, 7 days a week. To speak to a representative at e-funds Customer Service, clients must stay on the line. This includes clients who have rotary phones or who need language services other than Spanish or English.
Help for Clients. Using the ARU, clients can check their benefit balance and review their last 10 transactions; or transfer to a Customer Service representative to report a card lost, stolen or damaged, or request other assistance.
The client should call e-funds for all card losses. For protection of their benefits, clients should call e-funds Customer Service to report a lost/stolen card or a compromised PIN as soon as they discover the loss or suspect that someone knows their PIN.
The client Customer Service number is printed on the training pamphlet and on the back of each Oregon Trail card. The number is 1-888-997-4447. This is a toll-free call. e-funds has a variety of bilingual staff. If they do not have someone on staff who speaks the client's language, they have access to other resources, such as the AT&T Language Line.
Help for Staff. e-funds Customer Service number is 1-800-414-7921. While this is listed as a different number than e-funds Customer Service number for retailers, it reaches the same customer service staff as the number for retailers (merchants). Staff should use this number primarily for assistance with card issuance equipment problems.
For issues other than equipment problems, staff should call the OIS Help Desk at (503) 945-5623 or 1-888-457-3375.
Help for Retailers. To make SNAP transactions with the EBT card, retailers must be approved by FNS. For questions about accepting SNAP benefits, they should be referred to FNS. Retailers that want to accept cash transactions and are not FNS-approved, have questions about using the EBT card or need other assistance, such as equipment problems, can call e-funds at 1-800-831-5235.
Clients must call e-funds Customer Service to report a lost, stolen or damaged card. They need to report these problems as soon as they are aware of them; their benefits are at risk if someone else uses the card. The branch office can also cancel a lost, stolen or damaged card.
The client must come into the local office to get a replacement card. Before issuing a replacement, the card issuer must verify the client's identity and ensure that the old card is no longer active. When the client gets a new card, they can keep their old PIN or select a new one.
If someone finds a lost card, it should be returned to address on the back of the card. The card will then be destroyed. Cards returned to branch offices should be destroyed. Cards left in Automated Teller Machines (ATMs) will not be returned to clients and must be replaced by the branch.
The e-funds system keeps track of the number of times an incorrect PIN is used during the day. Anytime someone attempts to use the EBT card and enters an incorrect PIN, the transaction is rejected and the number of "PIN fails" increases. If a person fails to enter the correct PIN four times in one calendar day, the card/PIN is locked up, to be released after midnight. If the client does not know their PIN or cannot wait until the next day, they must come into the local office to select a new PIN. It is not necessary to cancel the EBT card to assign a new PIN.
Note: If the client successfully uses their PIN after fewer than four failures,
the PIN fail number resets to 0. It also resets every day at midnight.
If a client forgets their PIN or believes that someone else knows what it is, they should call e-funds Customer Service to report it. e-funds Customer Service staff will invalidate the PIN. e-funds staff will also advise the client to go into their local office to select a new PIN.
Aging Process. If an issuance does not have any withdrawals for three benefit aging periods, it becomes inactive and the remaining balance is removed, or "aged off." Benefits aged off must be restored to the client if they request restoration within one year from the date the benefit was issued.
Benefits issued through direct deposit (cash and FSCO) are not affected by the aging process.
e-funds, our EBT vendor, tracks which issuances have not been accessed by an EBT payee for each aging period. Aging periods are from the 16th of each month through the 15th of the following month. Partial months are not counted. For example, an issuance available June 3rd would not be counted in the aging period beginning May 16th and ending June 15th. Instead, because e-funds does not include partial months, it would first be included in the aging period beginning June 16th and ending July 15th.
e-funds tracks each benefit issuance, not the total account balance. The system works on a "first-in, first-out" basis. Purchases are deducted from the balance of the oldest issuance first. For clients who wish to accumulate benefits in their account, making a small purchase each month will only preserve the oldest remaining issuance, not more recent ones.
Client Notification. Notice WCN00rR-A: EB12 - Unused Benefits May Be Lost - will be sent monthly to all clients with a balance of $2.00 or more that has not been accessed for 60 days. Information on this notice will be displayed on the Client Notice Log - LOGI. The notice is mailed mid-month. Tracking Aged Benefits. Information about aged benefits is available in the EB system and as the EBT Vendor File Aging Listing Report (WEB0355R-A) on the Report Distribution System.
For 90 days after the issuance has been aged off, the aging transaction will display on the client's EBT Financial History screen (EBFHL) with the Msg-Type "S1014:" and the Trans-Type "DEL." The aged off issuance will also display on the client's EBT Benefit Issuance History screen (EBISH) with the benefit status code "D."
SNAP issuances that have been aged off will display on page 3 of FSUP. When none of the original SNAP issuance was accessed by the client, and the original issuance amount is aged off, the aged issuance displays as canceled. When the aged off issuance is a portion of the original issuance amount, it is displayed as an adjustment.
Cash issuances that have been aged off will display on WISH. When none of the original cash issuance was accessed by the client, and the original issuance amount is aged off, the aged issuance displays as canceled. When the aged issuance is a portion of the original issuance amount, it is displayed as an adjustment.
Restoring Aged Benefits. Clients can have aged off issuances restored for up to one year from the original date of issuance. They must have an active EBT card with a valid PIN to access restored benefits. To research aged benefits, use View Direct report, WEB0330X-A EBT Aging Activity Detail.
Restore SNAP issuances using an ID or ED release ATP code on the SNAP case. If more than one month's benefits are restored, use the earliest month of issuance in the BEN MO-YR field on the SNAP screen. If the SNAP case has closed, it will be necessary to reopen in order to issue the aged off benefits.
Restore cash issuances using the EBT Immediate Cash Issuance Screen (EBISS).
Note: If the SNAP or cash client has moved, or plans to move out of state
and needs EBT benefits converted to cash, plus they request restoration of aged
off issuances, convert the EBT balance after reissuing the aged off issuances
- See Item 17 below.
By completing and signing the AFS 0457D (Voluntary Agreement to Reduce, Close or Deny Benefits), clients may choose to make voluntary repayments of part or all of their SNAP or cash account balance. Branch staff with appropriate RACF authority may reduce, in whole dollar amounts, the available SNAP or cash benefit using the EBT Adjustments/Conversion screen. SNAP balance adjustments will display on page 3 of FSUP. Cash adjustments will display on the WISH screen.
To Avoid an Overpayment. The client's SNAP or cash account balance is reduced on the EBT Adjustments/Conversion screen by entering the amount of available balance to be reduced to avoid an overpayment. An "N" should be entered in the repayment of overpayment field.
To Repay an Overpayment. The client's SNAP or cash account balance is reduced on the EBT Adjustments/Conversion screen by entering the amount of available balance to be reduced to repay an overpayment. A client may also choose to reduce a cash balance in order to repay a SNAP overpayment. A "Y" should be entered in the repayment of overpayment field. An AFS 0284A (Overpayment/Overissuance Change Report) must be completed and sent to Overpayment Recovery so that the client's overpayment may be reduced.
Clients may request EBT issuances canceled by completing and signing the AFS 0215 (Authorization to Cancel Benefits Deposited to an Electronic Benefits Transfer Account). EBT issuances may be canceled on the EBT Benefit Issuance History (EBISH) screen by branch staff with the appropriate RACF authority. Only issuances that have not been accessed may be canceled. SNAP issuance cancellations will display on page 3 of FSUP. Cash issuance cancellations will display on WISH.
The Oregon Trail card account does not close when a case is closed: the client is entitled to use whatever amounts remain in their account. In addition, the client may still need EBT services from the local office; e.g., they may need to add an alternate payee, get a replacement card, select a new PIN, etc.
When a case is closed, advise the client to hold on to their card. The card status will automatically change to inactive after 90 days of not being used. If they reapply, they may use the same card if they meet all the following:
If they do not meet any of these conditions, issue a new card to the client.
When benefits end because a person has died, and there are no other persons in the SNAP benefit group, branch staff with RACF authority remove the balance from the SNAP account using the EBADJ (EBT Adjustments/Conversion) screen. For all other benefits, the balance belongs to the client's survivors. Determine if the Department should designate an alternate payee.
Cash Clients. When a cash or SNAP cash-out client is leaving the state, and they have a card and PIN, they should access their cash account at a POS device located at a participating retailer that gives cash back, or at an ATM. The POS device is the only way that the client can get the odd dollars and cents that an ATM will not dispense.
If the cash client has left the state and cannot locate a retailer or ATM who accepts the Oregon Trail card, branch staff responsible for financial transactions must use the EBADJ (EBT Adjustments/Conversion) screen to convert the client's cash or SNAP cash-out benefits balance. Issue a special pay check using special cash pay reason code 5.
SNAP Clients. If the SNAP client is leaving the state and they have a balance in their SNAP account; or they have left the state and cannot locate a retailer who accepts the Oregon Trail card, branch staff responsible for financial transactions must use the EBADJ (EBT Adjustments/Conversion) screen to convert the SNAP balance and issue a revolving fund check using special cash pay reason code A5.
Note: The EBADJ (EBT Adjustments/Conversion) screen will not allow conversion
actions without an active EBT card. If necessary, an EBT card may be assigned
and then canceled after the conversion action is completed.
Some clients receive their SNAP benefits in non-standard living situations. Some considerations that may not apply to clients living independently include:
When the client leaves a facility, they need to call the local office to update
their address, have the facility removed as their authorized representative
and/or alternate payee and select a new representative or payee, as needed.
