THE OFFICIAL

EBT HANDBOOK
PRODUCED BY OFFICE OF FINANCIAL SERVICES EBT UNIT MARCH 15, 2006

EBT Handout 8/1/2011

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ELECTRONIC BENEFITS TRANSFER SYSTEM

BASICS: How to access benefits using a PIN.....................................................................3 General information about EBT issues...................................................................................4 Manual issuance of Food Stamp benefits..............................................................................5 How to sign-on to EBT..........................................................................................................6 How to set up an EBT Account......................................................................................7-8 How to sign-off EBT.............................................................................................................9 The most frequent calls from the A/R about EBT My EBT card wont work"...........................................................................................10 I have forgotten my PIN .........................................................................................11 My benefits were approved and I never received my EBT card".....................12 How to order a card in EBT .................................................................................13-14 I have lost my EBT card/my EBT card has been stolen"...................................15

EBT Handout 8/1/2011

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Basics: How to Use the PIN and Access EBT Benefits

Food Stamps (FS) and Temporary Assistance to Needy Families (TANF) benefits are issued through the EBT (Electronic Benefits Transfer) system. The Applicant/Recipient (A/R) is issued an EBT card and a Personal Identification Number (PIN) to use at Automated Teller Machine (ATM) and Point-of-Sale (POS) machines. Note: POS are usually located at the stores check-out counter. The EBT card and PIN are mailed to the A/R in separate mailings. For security reasons, the PIN should be memorized and kept in separate locations from the EBT card. JPMorgan (JPM), the States EBT Service Provider, issues the initial PIN. Which can be changed to something more familiar, by calling JPM or going online to www.ebtaccount.jpmorgan.com. We recommend that the A/R use four digits other than their SSN or telephone number. The A/R may inquire about FS or TANF benefits at any participating stores and ATMs (for Cash benefits) with a QUEST logo posted. FS may be accessed only at QUEST/POS machines. The preferred method for inquiry is to have customers log onto www.ebtaccount.jpmorgan.com or save their latest receipt. Initial FS and TANF benefits are available two days after certification. Ongoing TANF benefits will be available the first calendar day of the month at 7:00 a.m. Ongoing FS benefits are available at 7:00 a.m. beginning on the fifth day of the month and continuing through the fourteenth of the month. The last number of the FS case number determines the cycle date. For example, if the last digit is a 5, benefits are available on the 5th. If the last digit is a 2, benefits are available on the 12th.

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GENERAL INFORMATION ABOUT EBT ISSUANCES

The overall process from SUCCESS to JPM takes two days. Information keyed into SUCCESS is uploaded to EBT at 7:00 PM the next day. This information is then transmitted to JPM later that same night. Example: Food Stamp application is taken on 4/10. The case is approved on 4/15. The information is saved in EBT at 7:00 p.m. on 4/16. The information is sent from EBT to JPM the night of 4/16. On 4/17 the benefits will be in the EBT account by 7:00am. If there are no debit swipes on the account for 60 days, a letter will be sent to the A/R explaining that the account will be made inactive if no swipes are made in the next 30 days. If there are no debit swipes for 90 days, the account is made dormant at JPM. When this happens, JPM will report a zero balance regardless of funds remaining on the account. The account must be reactivated on JPMs website before A/R can access the benefits. This will reopen the available balance and A/R can do a balance inquiry. The account on JPM may continue to receive benefits as long as SUCCESS sends benefits. Benefits will be expunged on a monthly basis as each monthly benefit reaches 365 days AND there has been NO debit activity on the account.

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MANUAL ISSUANCE OF FOOD STAMP BENEFITS

Benefits can be manually issued to an EBT account under certain circumstances. (Refer to the DFCS Policy Manual and use the appropriate forms) If it is determined that benefits need to be issued manually: Make the request to your OFI Program Administrator at the State Office. OFI will process the manual issuance and send confirmation back to County EBT Coordinator. When the case is brought to final in SUCCESS, enter a y in the PRE-EBT ISSN field on the MISC screen to prevent issuance of duplicate benefits and document the amount and months the manual issuance covered.

EBT Handout 8/1/2011

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Working in the EBT System

TO SIGN ON TO EBT:

Step 1:

At the GO screen - type in DHR. Step 2: At the DFCS Sign on Menu - select EBT - 03 and enter your RACF ID # and Password and press enter. Step 3: At the EBT Main Menu , HRBT0000, you will select:

01 - Client Search: You should use this selection each time you access information in EBT. If you search only on client id Client Search will give information for all cases and accounts the A/R is involved in. Also, this is the only place you can access the clients EBT account number. All other selections may be made from the Main Menu, HRTB0000 screen.

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HOW TO SET UP AN EBT ACCOUNT

If near Standard of Promptness (SOP) or if it is an expedited case that you cannot certify the day of application, set up an account on EBT to insure a card is received timely. TIP: If you have a combination application, set up the EBT account for the case number you are going to approve first.

Step 1: At the EBT Main Menu Select 01 and enter the client ID number. Press ENTER. Step 2: The CLIENT SEARCH screen should be blank as below:

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Step 3: Step 4: Step 5: Step 6:

Enter 03 in the NEXT SCREEN field for the CLIENT ACCOUNT SETUP screen. Press ENTER. Change the action code to A for add, enter the AU number, and the CASE TYPE then press ENTER. Enter the NAME exactly as it is in SUCCESS. Enter all remaining information. Press ENTER.

WARNING: Double check the Benefit Type If this does not match the type entered into SUCCESS, this case will never go to JPM.

Step 7: Step 8: Step 9:

PF5 to confirm. The message 0130 Account Setup Completed Successfully should appear at the bottom of the screen. Print screen to put in your case record. PF3 back to the EBT Main Menu.

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HOW TO SIGN OFF EBT:

When you are ready to exit EBT, you will need to log off the system.

Step 1: Step 2: Step 3: Step 4:

PF3 back to the EBT Main Menu. PF2 to Exit. Hit pause to clear screen. Type CESF LOGOFF in the upper left corner and hit Enter to go back to the GO screen.

MY EBT CARD WONT WORK!

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I HAVE FORGOTTEN MY PIN

THE VERY FIRST QUESTION IS: Have you activated your card? If no, have A/R call the Customer Service number and activate the card. If EBT card has been activated, check to see if: Benefits have been approved or terminated. Recertification process is complete. Availability date has passed. Benefits have been depleted. Remind A/R there maybe banking fees on TANF withdrawals. Have A/R check their balance by: 1. Viewing last receipt 2. Checking TANF at ATM/POS machine 3. Checking FS at POS machine 4. Viewing transactions online at www.ebtaccount.jpmorgan.com 5. Calling JPM Customer Service help line at 1-888-421-3281. Account is Dormant If there have been no swipes for 90 days, the account is inactivated and customer service helpline will state zero balance, EW will need to reactivate account on JPMs website . If benefits have been approved or if its an ongoing case: The magnetic strip on the EBT card it may be damaged. A/R should call JPM Customer Service and request a replacement card. If they have requested a replacement card recently? The request for a replacement card voids any previous EBT card(s) and replacement cards are usually received between 5 to 7 days of the request! (see pages 13-14). If all else fails, call the EBT Team at 404-657-3706.

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I HAVE FORGOTTEN MY PIN

When an A/R contacts you about their PIN: Ask A/R if they have tried to use the PIN today. The A/R has up to four tries to enter the PIN. After the fourth try, the user is locked out of the system as a security issue. The A/R will not be able to use the card until the next day, even if they reset the PIN. If they cannot remember their PIN, ask A/R to call Customer Service Help Line (1-888-421-3281) to select a new PIN.

Remember: If card user is a Protective Payee on TANF case, they must use A/Rs birthday and Social Security Number (SSN) to set a PIN.

Was the PIN number 1234 or 4321 or 1243 or 2134? UGH!!!!

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MY BENEFITS WERE APPROVED AND I NEVER RECEIVED MY EBT CARD.

Check to see is a replacement card was ordered. EBT will automatically generate a new card ONLY if this is the first time a client is entered into the system. For all others a replacement card must be ordered. Ask A/R if they have moved? If A/R has not moved, look at JPM to see when the last card was issued. If a reasonable amount of time has passed then ask A/R to call the Customer Service Help Line to request a new EBT card. Always remind the A/R that requesting a new card immediately voids their previous card. If A/R has moved, the worker must request a replacement card in EBT on screen 14. Obtain new address and make appropriate changes in SUCCESS. Make appropriate changes in EBT AND order a replacement card.

See step by step instructions on the next page.

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1. HOW TO ORDER A CARD IN EBT

Step 1: At the EBT Main Menu Select 01 and enter the client ID number. Press Enter.
HRBT0001 CICSV1 GEORGIA DEPARTMENT OF HUMAN RESOURCES 01/29/2001 10:03 AM DIVISION OF FAMILY AND CHILDREN SERVICES $@9T001 ELECTRONIC BENEFIT TRANSFER CLIENT SEARCH CASE NUMBER

CLIENT ID 000498295

CLIENT CASE EBT ACCT EBT ACCOUNT CLIENT NAME S ID NUMBER STATUS NUMBER -----------------------150501401 001631613 CLOSED 000000000000 HOBGOOD, SAUNDRA L ADDR: P O BOX 1542 REIDSVILLE, GA 30453 SYS SRCE: S CASE TYPE: F/S 150501401 050475672 INACTIVE 113005838621 HOBGOOD, SAUNDRA L ADDR: P O BOX 1542 REIDSVILLE, GA 30453 SYS SRCE: S CASE TYPE: CASH S 150501401 528575313 ACTIVE 913004936904 HOBGOOD, SAUNDRA L ADDR: P O BOX 1542 REIDSVILLE, GA 30453 SYS SRCE: S CASE TYPE: F/S NEXT SCREEN 14 PF2=EXIT PF3=MAIN MENU PF7=BACKWARD PF8=FORWARD CLEAR=REFRESH SCREEN 0088 INFORMATION DISPLAYED. ( 2 OF 2) RECORD(S)

Step 2: Always select the EBT account for an active case (either TANF or FS). Note: In our example, there are two FS EBT accounts with two different FS case numbers. This happens when a worker uses a new case number then the A/R reapplied for FS. Step 3: Select one of the active cases. Note: Look at this screen carefully for the A/Rs active case number. Step 4: In the NEXT SCREEN field at the lower right corner of the screen enter 14 for the Card Replacement / Address Change screen. Press ENTER

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Continued from page 13

HRBT0014 CICSV1

GEORGIA DEPARTMENT OF HUMAN RESOURCES 12/28/2000 03:02 PM DIVISION OF FAMILY AND CHILDREN SERVICES $@9T001 ELECTRONIC BENEFIT TRANSFER CARD REPLACEMENT/ADDRESS CHANGE

ACTION: C (C,I) CLIENT ID: 000498295 CASE NBR: 000241158 CASE TYPE: F F/S CLIENT NAME: LAST MCKENZIE FIRST MALDALYNN MI D SUFFIX SSN: 253 - 41 - 7281 STREET ADDR: 4585 Main St. APT #/OTHER: 25 CITY: MACON STATE: GA ZIP: 31205 PHONE NBR: 912 456 6105 NEW CLIENT CARD NEEDED ?: Y(Y/N) BENEFIT REP NAME: LAST FIRST MI SUFFIX STREET ADDR: APT #/OTHER: CITY: STATE: ZIP: NEW BENEFIT REP CARD NEEDED ?: N (Y/N) NEXT SCREEN PF2=EXIT PF3=MAIN MENU ENTER=PROCESS REQUEST CLEAR=REFRESH SCR 0197 NO ACTIVE BENEFIT REPRESENTATIVE FOUND.

Step 5: On the CARD REPLACEMENT/ADDRESS/CHANGE screen, change the ACTION CODE field from an I (inquiry) to C (change). Press ENTER. The text will turn green indicating it can now be changed. Step 6: Change the address and/or phone number. Enter a Y in the NEW CLIENT CARD NEEDED? Field. Press ENTER. Step 7: Press PF5 to confirm. The message RECORD(S) UPDATED SUCCESSFULLY will appear. PF3 back to the main EBT menu.

REMEMBER SUCCESS always overwrites EBT. If you dont change SUCCESS, the old address will be resent to EBT, making this change good for only one day on EBT and JPM.

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2.

I HAVE LOST MY EBT CARD/ MY EBT CARD HAS BEEN STOLEN

When A/R calls to report lost or stolen card: Ask A/R if there is a possibility the card will be found? AND if they have moved or had a change in address? If A/R feels the card will not be located and they have not moved, ask A/R to call the Customer Service Help Line to request a new EBT card. The call is automated and the A/R will be requested to enter their 16-digit EBT card number. Since they do not have this number, they should stay on the line and after hearing do you want to report your card lost, stolen or damaged, select option 1 to speak with a customer service representative. Remind the A/R that requesting a new card immediately voids the card that is lost/stolen. If the EBT card is found later, it will not work. If A/R has moved, the worker must request a replacement card in EBT following the instructions on pages 13-14.

Remember: When a client calls the JPM helpdesk, the IVR asks for the card number first. When reporting a lost or stolen card, and the A/R doesnt know the card number, they should not press any keys, but wait and a Customer Service Representative will come on the line.

EBT Handout 8/1/2011

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