122-5          ISSUING A QUEST CARD WITH A DPA OFFICE MAILING ADDRESS

During special circumstances, clients may have to pick up their Quest card at a Public Assistance office. The practice of using a DPADivision of Public Assistance address for the mailing address is an "exception" to the rule and should only be done on rare occasions.

Follow the steps when the field office requests the delivery of EBTElectronic Benefit Transfer cards to a DPADivision of Public Assistance office:

1. The caseworker enters a CANOCase Notes outlining the reason for sending the EBTElectronic Benefit Transfer card to the DPADivision of Public Assistance office.

2. The caseworker notifies EBTElectronic Benefit Transfer Helpdesk via email of the request to mail the EBTElectronic Benefit Transfer card to a DPADivision of Public Assistance office (do not include Systems Support in this email to avoid duplicate requests).

3. EBTElectronic Benefit Transfer Helpdesk responds to the caseworker and provides the Authorization form, and 

1. Requests Systems Support to:

• Update the address to DPADivision of Public Assistance office

• Mail EBTElectronic Benefit Transfer card to a DPADivision of Public Assistance office

• Reissue a card, and

• Update to the original address once the card has printed (the address will be temporarily changed to the DPADivision of Public Assistance office when mailing the EBTElectronic Benefit Transfer card to the DPADivision of Public Assistance office and will be updated to the original address once the card is printed).

4. Systems Support responds to EBTElectronic Benefit Transfer Helpdesk to confirm completion.

5. EBTElectronic Benefit Transfer Helpdesk responds to the caseworker and provides the Authorization form.

6. The caseworker completes the Authorization form with the client upon pickup.

Note:

The Authorization form must be signed by the caseworker, a DPADivision of Public Assistance staff member as a witness, and the client. The client is required to present a photo ID and sign at the bottom section of the specified authorization form.

7. The caseworker submits the completed Authorization form back to EBTElectronic Benefit Transfer Helpdesk.

Close control on card handling is necessary to help protect staff and DPADivision of Public Assistance from allegation of fraudulent use of client's benefits. Card Issuance staff in Systems Support review the addresses for daily card issuances against local office addresses to ensure this process is being followed. Any questionable card issuance(s) are forwarded to the EBTElectronic Benefit Transfer Helpdesk for follow-up. Failure to follow these procedures could cause a delay in the issuance of the client's Quest card and access to their benefits.