122              ELECTRONIC BENEFIT TRANSFER (EBT)

The Benefit Issuance & Recovery unit is responsible for all EBT Electronic Benefit Transfer management, EBT Electronic Benefit Transfer Helpdesk, and direct deposit functions.

All SNAP Supplemental Nutrition Assistance Program benefits are placed on the Quest (EBT Electronic Benefit Transfer) card.  Temporary Assistance clients can choose to have their benefits placed on either the Quest card or direct deposited into their personal bank account or in some instances by warrant.  Adult Public Assistance and Senior Benefits are issued via direct deposit or by warrant.

122-1      ISSUING A QUEST CARD - NEW/INITIAL APPLICATION

For cases that are determined to be SNAP Supplemental Nutrition Assistance Program expedite, a Quest card should be issued at the time the case is determined to as expedite, or at the earliest opportunity.  This will get the card out in the mail the following business day so the client will have the card in hand once a benefit determination is made on their case.

For all non-expedite cases, it is preferred that cards are issued at the time of benefit authorization.  It becomes problematic for clients and retailers when the client receives their card and the benefits have not yet been authorized.

Refer to EIS Eligibility Information System Procedures 2010-1 for additional card issuance information http://dpaweb.hss.state.ak.us/manuals/eis/2010-1EBTtransfer.pdf

Caseworkers should advise the client to call the number on the back of the Quest card to set up their PIN and if needed, direct them to an office telephone to confidentially select a PIN.

If the applicant has been on assistance before and still has their Quest card, a new card does not need to be issued unless the card is damaged.

122-2      ISSUING A QUEST CARD - REPLACEMENT CARDS FOR ONGOING CASES

A client may notify Quest Card Customer Service or the local office that their card has been lost, damaged or stolen.  Prior to cancelling the card, advise the client that even if they later find their card it can no longer be used.    A cancelled card cannot be reactivated.  The PIN automatically transfers to the new replacement card. The replacement card is mailed the following business day.

It is very important for caseworkers to verify the clients mailing address before issuing a replacement card.  If the worker issued the card and then realized that they needed to change the address, the worker should update the address in EIS Eligibility Information System but DO NOT issue another card.  Should this occur, immediately contact the EBT Electronic Benefit Transfer Helpdesk with the case information and they can have the card intercepted prior to mailing so it can be mailed to the correct address.

122-3     EXCESSIVE CARD REPLACEMENTS

The Food and Nutritional Service (FNS) 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 EBT Electronic Benefit Transfer cards.  In some cases, this could indicate fraud or trafficking activities, such as selling their EBT Electronic 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 EBT Electronic 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 EBT Electronic Benefit Transfer Specialist in the Benefits Issuance & Recovery Unit will place a CANO Case 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 CANO Case Notes and make a CANO Case Notes entry once this has been done listing the reason for the excessive card requests.

CANO 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 6 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 EBT Electronic Benefit Transfer Quest card does not need to be replaced every month or at every recertification.  If you continue to remain eligible, SNAP Supplemental Nutrition Assistance Program benefits will automatically be deposited every month on to the same EBT Electronic 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.

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 EBT Electronic Benefit Transfer system never stores or displays the actual PIN. Instead, the EBT Electronic Benefit Transfer system uses a complex encryption and decryption algorithm that protects the PIN value. Neither customer service nor DPA 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.

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 DPA Division of Public Assistance address for the mailing address is an “exception” to the rule and should only be done on rare occasions.  The Eligibility Technician will need to make this request via email to the EBT Electronic Benefit Transfer Helpdesk and make a CANO Case Notes entry explaining the reason for the request.  The EBT Helpdesk will then issue the card and send an email to the Eligibility Technician with the required authorization form titled, “Approval for the Alaska Quest Card to be mailed to a Public Assistance Office.”

The DPA Division of Public Assistance office that requested the card to be mailed to the DPA Division of Public Assistance office is required to complete the above referenced authorization form when the client comes in to pick up the Quest card.  The client must show a picture ID and sign a statement of receipt that is located on the bottom portion of the referenced authorization form.  Return the completed authorization form back to the EBT Electronic Benefit Transfer Helpdesk and place a copy in the client’s file.

Close control on card handling is necessary to help protect staff and DPA Division of Public Assistance from allegation of fraudulent use of client’s benefits. Card Issuance staff in Systems Operations 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 EBT Electronic 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.

122-6          ALTERNATE PAYEE

Client’s alternate payee can request an alternate payee card.  The Eligibility Technician should make sure that the EIS Eligibility Information System fields “Authorized to Use Cash” or “Authorized to Use Food” on the EBPM EBT Payee Maintenance Screen screen is coded correctly.  Also the Eligibility Technician should advise the alternate payee that they need to know the PI’s SSN Social Security Number and DOB if they need to contact JPMorgan Customer Service for any reason.

122-7          OUT-OF-STATE ADDRESSES

There may be circumstances where a client will be out of state for a period of time as allowed by specific program policies.  Quest cards will be mailed to the address in EIS Eligibility Information System. 

However, Eligibility Technicians need to remember that benefits cannot be issued to a case with an out–of-state address. Therefore, it is imperative that the address is changed back to an Alaska address once the card has been mailed by the next business day. Eligibility Technicians are required to make a CANO Case Notes entry when this situation occurs.

122-8         CARDS RETURNED UNDELIVERABLE

Undeliverable Quest cards are returned to Systems Operations. When this occurs, the status of the card is changed and deactivated.  Systems Operations staff will notify the Eligibility Technician by email so that they can follow up with the client and reissue a new card to the correct address. 

Quest cards turned into local offices should be mailed to Systems Operations by the following business day. At the end of each month, Systems Operations staff provides the EBT Electronic Benefit Transfer Helpdesk with a report that lists all cards returned undeliverable.

122-9           PROVIDING QUEST CARD NUMBERS

Federal regulations require that the Quest card must be present at the time of the transaction/purchase.  Caseworkers should never provide card numbers to clients.  Should an office receive such a request, refer the client to the EBT Electronic Benefit Transfer Helpdesk. 

FNS Food and Nutrition Service can review all Quest card transactions and can easily identify clients and retailers that are transacting without swiping the card.  FNS Food and Nutrition Service has the authority to de-authorize any retailer that is not following the policies and procedures.  If a caseworker provides card numbers to clients, it could potentially jeopardize the retailer’s authorization to accept Quest card transactions.  This would be a severe penalty to the retailer and a detriment to the client and the community.

122-10          DIRECT DEPOSIT FOR CASH BENEFITS

Direct deposit is a more convenient, safer, and timely way to receive Public Assistance cash benefits.  It is also more cost effective for the client (no check cashing fees) and the state (lower administrative costs). Caseworkers can be a great help in promoting direct deposit by taking the opportunity to talk with the client about direct deposit during the interviews and when receiving reported changes.  Direct deposit cannot be set up for any case without the completed DPA Division of Public Assistance Direct Deposit Enrollment form.  Direct deposit forms from banks or other financial institutions are not acceptable.  A new form is required when the client first enrolls in direct deposit or changes their bank, account number, or account type.

Clients can access the Direct Deposit Enrollment form on the Public Assistance website: http://dhss.alaska.gov/dpa/Pages/ddeposit.aspx

DPA Division of Public Assistance staff can also access the Direct Deposit Enrollment form (Gen #153) on the eForms section on the DPAWeb site at http://dpaweb.hss.state.ak.us/node/view/47 

122-11        MANDATORY PAYEES

To set up direct deposit, the payee signing the form must be the same payee listed on the CAP1 screen in EIS Eligibility Information System. Only the payee or someone with a Power of Attorney (POA) can sign the Direct Deposit Enrollment form to set up a case for direct deposit.

The client needs to have a joint bank account with the payee to avoid the bank from rejecting the benefits.

122-12        FAXING DIRECT DEPOSIT ENROLLMENT FORMS

The Benefit Issuance & Recovery (BI&R) unit accepts Direct Deposit Enrollment forms by fax and email.  Fax the form directly to 465-3651, or email to DPA_EBT@alaska.gov .  Both fax and email are checked numerous times throughout the day to enable us to provide a fast turnaround time.   

Note:

Faxed or emailed Direct Deposit Enrollment forms do not need to be followed up by mailing the original.  It is not necessary to include any EIS Eligibility Information System screen prints with the Enrollment form. When possible, Direct Deposit Enrollment forms should be checked for completion before sending to EBT Electronic Benefit Transfer Helpdesk – this applies to walk-in clients completing the form at the DPA Division of Public Assistance offices.

122-13        REJECTED DIRECT DEPOSIT BENEFITS

Before authorizing cash benefits Eligibility Technicians must check in EIS Eligibility Information System for “old banking information”.  The majority of rejected benefits from direct deposits are due to old or incorrect banking information on the EBDD screen in EIS Eligibility Information System.  By the time the EBT Electronic Benefit Transfer Helpdesk receives notification from the bank, the client may have already experienced several days delay in receiving their benefits or later learn that the bank confiscated their cash benefits for a debt owed to the bank.  This places the client and the agency in a very difficult situation.  The EBT Electronic Benefit Transfer Specialist can reroute benefits that are rejected, however confiscated benefits cannot be replaced.

If the banking information is no longer valid, the Eligibility Technician should immediately contact the EBT Electronic Benefit Transfer Helpdesk by calling or by email.  The EBT Electronic Benefit Transfer Specialist will delete the old banking information or update it if a new Direct Deposit Enrollment form has been received.

Email:            DPA_EBT@alaska.gov

Phone:            465-3047

Fax:                 465-3651

122-14        BENEFIT AVAILABILITY FOR QUEST CARDS & DIRECT DEPOSIT

Client’s that receive their benefits via Quest card and/or Direct Deposit will receive their benefits sooner than those that receive warrants.

Clients that receive their benefits via Quest card will have their benefit available to them on the date issued listed on either the FSIH or the TAIH screens in EIS.

Availability of benefits for clients via direct deposit depends on benefit issuance type – Regular Run or Immediate Run.

For Regular Run – benefits will be available to client 2-business days “after” the scheduled Regular Run on the production calendar and is not the date issued listed on the issuance history in EIS Eligibility Information System.

For Immediate Run – benefits will be available to client 2-business days “after” the “date issued” listed on either on the TAIH, APIH, or GAIH screens in EIS.

122-15        QUEST CARDHOLDER SUPPORT

The JPMorgan EBT Account website and DPA Division of Public Assistances telephone Interactive Voice Response (IVR) system provide Alaska Quest cardholders with information about their EBT Electronic Benefit Transfer account(s).  From the IVR, cardholders can also reach a Customer Service Representative.

A.   Accessing Account Information with EBT Account

The EBT Electronic Benefit Transfer Account website allows cardholders to access their EBT Electronic Benefit Transfer account information.  Cardholders can view their account balance, change their PIN, view and download transaction history information, and send communications to the EBT Electronic Benefit Transfer Contractors Customer Service Representatives. Quest cardholders with cash benefits can also locate “AllPoint” Surcharge-free ATMs from the EBT Electronic Benefit Transfer Account website.  The link for the cardholder to set-up and access their EBT Electronic Benefit Transfer account information is:  http://www.ebtaccount.jpmorgan.com.  The EBT Electronic Benefit Transfer Account website and customer service information is on the back of the Quest card for easy reference.

Quest Cardholders can log into the bilingual website with a self-selected user ID and password or by entering their EBT Electronic Benefit Transfer card number and PIN.  Federal regulations require an extra level of security for online banking applications. Therefore, cardholders are prompted occasionally to answer security questions that they established when registering on the EBT Electronic Benefit Transfer Account website.

B.   Subscribing to Deposit Notifications

From the EBT Electronic Benefit Transfer Account “My Alerts” page or the IVR, cardholders can subscribe to receive an email, voice mail, or text message when a deposit is made to their EBT Electronic Benefit Transfer account(s).  The notification provides the deposit date, the deposit amount, and the available account balance.  Cardholders can also manage their deposit notifications from the EBT Electronic Benefit Transfer Account “My Alerts” page.

C.   Paying Bills Online

With the optional online bill payment feature available from EBT Electronic Benefit Transfer Account, EBT Electronic Benefit Transfer “cash” benefit cardholders can schedule bill payments using funds from their cash account.  On the scheduled payment date, the system deducts the funds from the cash account and mails a payment check to the designated payee. This provides an alternative to making cash withdrawals for larger bills, such as rent or utility payments.

Cardholders enrolled in the online bill payment features can view the history of online bill payments, manage payees, submit a question to a JPMorgan Customer Service Representative on the status of a payment, view pending payments, and cancel a payment.

D.   Getting Cardholder Support

To provide efficient Customer Service support for cardholders, JP Morgan maintains a cardholder IVR, which supports cardholder account inquiries, PIN changes, replacement of lost, stolen, or damaged cards, benefit availability inquiries, and card usage information. EBT Electronic Benefit Transfer cardholders access the Customer Service Helpline IVR by calling the toll-free number listed on the back of their EBT Electronic Benefit Transfer card. The IVR is available 24 hours a day and 7 days a week. The system validates the cardholder before granting the caller access to self-service functionality.

A brochure with instructions for the Quest card is mailed out to clients with each Quest card.  The flyer is available at this link: http://dpaweb.hss.state.ak.us/files/pubs/YourQuestCard.pdf.

122-16        RESTRICTIONS FOR USING ATAP BENEFITS AT CERTAIN LOCATIONS

Quest cards may not be used to make purchases with Temporary Assistance cash benefits, or to withdraw cash benefits from ATMs located in bars, liquor stores, gambling or any adult entertainment establishments.  The Division will remove the capability to accept Quest from all ATMs and card reading devices that are located in such venues.