122-4          QUEST CARD PERSONAL IDENTIFICATION NUMBER (PIN)

It is not necessary to issue a PIN for a new or replacement Quest card. Instruct the client to call the customer service number located on the back of the card to set up their PIN number. If a client requests assistance in contacting customer service to select a PIN, do not select the PIN for the client or observe the client as they select their PIN.

For PIN security reasons, the EBTElectronic Benefit Transfer system never stores or displays the actual PIN. Instead, the EBTElectronic Benefit Transfer system uses a complex encryption and decryption algorithm that protects the PIN value. Neither customer service nor DPADivision of Public Assistance staff are able to see or tell clients their PIN.

If the client forgets their PIN, instruct them to call the number on the back of their card to select a new PIN. Emphasize the importance of never writing the PIN on their card and, if needed, offer suggestions for an easy to remember PIN that others could not readily guess. Examples might be: the birth year of someone not on their public assistance case, their favorite TV channels, the time they usually wake up, the last 4 digits of a friend's phone number, the corresponding numbers for the first 4 letters of the name of their favorite movie/actor/actress, etc.