122-3          EXCESSIVE CARD REPLACEMENTS

The Food and Nutritional Service (FNSFood and Nutrition Service) defines "excessive card" replacements as being four or more cards issued within the past six months. The Division of Public Assistance is required to follow up and take corrective action for any clients with card issuances that meet or exceed the four card replacement threshold and attempt to find out why they need so many EBTElectronic Benefit Transfer cards. In some cases, this could indicate fraud or trafficking activities, such as selling their EBTElectronic Benefit Transfer card/benefits.

The Benefit Issuance & Recovery Unit receives and monitors card issuance reports. For those exceeding the threshold, a letter is mailed to the client requesting an explanation for the excessive card replacements and advising them on the use and care of their EBTElectronic Benefit Transfer card. A fraud referral is made for clients that appear to be involved in suspicious activities. At times letters sent to clients are returned undeliverable and attempts to call the client have been unsuccessful, leaving us no way to contact or speak to them until their case is due for recertification or they reapply. When this occurs, the EBTElectronic Benefit Transfer Specialist in the Benefit Issuance & Recovery Unit will place a CANOCase Notes entry titled "EXCESSIVE CARD REPLACEMENT ALERT." This is to alert the Eligibility Worker that during the next contact from the client, they will need to review and discuss the information outlined in the CANOCase Notes and make a CANOCase Notes entry once this has been done listing the reason for excessive card requests.

The following CANOCase Notes is entered by BIRUBenefit Issuance & Recovery Unit staff when excessive card notice is returned:

CANOCase Notes Entry Example:

TITLE: EXCESSIVE CARD REPLACEMENT
Our records show that you have ordered an unusually high number of Alaska Quest cards in the past several months. You have ordered 4 or more Alaska Quest cards in the past 12 months.

If the number of cards ordered continues to increase, our Program Integrity & Analysis Section will conduct an investigation to ensure that no fraudulent activities have occurred. Should fraudulent activities be found, you may be charged a fine, prosecuted, or both.

Maintaining Card:
1) Try to keep the card in a safe place such as a wallet, purse, or something you will likely have with you at all times.
2) The only person that should have the card in their possession is yourself and/or a payee if you have a designated alternate payee.
3) The EBTElectronic Benefit Transfer Quest card does not need to be replaced every month or at every recertification. If you continue to remain eligible, SNAPSupplemental Nutrition Assistance Program benefits will automatically be deposited every month on to the same EBTElectronic Benefit Transfer Quest card.
4) If going into a drug/alcohol facility where the facility requires that the facility hold on to the card during your stay, you need to remember to ask the facility to return your card to you upon exiting the facility.

Card Care:
1) Do not get the card dirty.
2) Keep your card away from magnets and electronics.
3) Do not leave the card in direct sunlight.

Pin Safety:
1) Select a PIN you can remember.
2) Do not write your PIN on your card or on anything you keep with the card.
3) Never tell your PIN to anyone.
4) Do not try to guess the PIN. If you enter it wrong three times, the card may be locked until the next day.

A separate CANOCase Notes is entered when a field staff has discussed has discussed with the client about the excessive card replacements, documenting the reason for requesting excessive EBTElectronic Benefit Transfer card replacements. The following is an example of the CANOCase Notes entry made by a field staff after discussion with client:

CANOCase Notes Entry Example:

TITLE: EXCESSIVE CARD REPLACEMENT

Discussed excessive card replacement with PI, John Smith. John states the card keeps getting lost. Explained the importance of keeping his card in a safe place like a wallet or where he keeps his ID. Also explained a fraud investigation may be opened if the number of cards ordered continues to increase.