Give participant training to each applicant, authorized representative, protective payee, or other interested party during the application process. Additional training is given as requested.
Give an IM-4 EBT out during every application and by request. Discuss the following topics with the applicant:
It is imperative that the EBT process is explained in a comprehensive, easily understood manner.
Emphasize the following during the training:
During the interview explain the cardholder has the right to:
Advise the applicant it is the responsibility of the cardholder to:
It is imperative that the cardholder does not give the card or PIN to anyone other than household members or write the PIN on the card. This is to prevent other individuals from using the card. If someone other than the cardholder or other household member uses the card without permission after the cardholder receives it, food stamp benefits will not be replaced. If a card is reported stolen, lost, or never received, and food stamp benefits are then lost from the account, the benefits may be replaced. If a manual food stamp voucher is completed by someone outside the household without the household's permission, benefits may be replaced. Cash benefits are not replaced under any circumstances.
Effective August 28, 2013, Senate Bill 251 (SB 251) enacted Section 208.024 Revised Statutes of Missouri (RSMo) restricting the use of Temporary Assistance benefits issued on an Electronic Benefit Transfer (EBT) card at specified establishments and for certain purchases. 208.024 RSMo prohibits use of Temporary Assistance benefits issued on an EBT card in any:
Eligible Temporary Assistance recipients who make an EBT purchase in violation of this section must reimburse the Department of Social Services for such purchase.
Individuals, store owners, or proprietors of establishments that knowingly accept TA EBT cards in violation of this section are subject to a fine. However, the Family Support Division does not have any authority to enforce penalties on retailers or business establishments. If reports are received of retailers accepting TA EBT in violation of 208.024 RSMo, refer the report to the Investigation Unit at DLS.ReportFraud@dss.mo.gov, or telephone 877- 698-0760 Monday through Friday from 8:00 am to 5:00 pm.
A household who receives Temporary Assistance cash and TRE cash payments receive one cash balance on a receipt. The total Temporary Assistance cash and TRE cash are added together for one balance.
Example: Ms A has $234 TA for 10/2003; $234 TA for 11/2003; and $25 TRE available 10/15. Her balance shows $493 on her receipt.
Ensure the household applying for cash assistance is informed of transaction fees. A transaction fee is a fee that is charged for cash withdrawals.
Transactions with no charges are:
NOTE: If you receive a call from a participant that they have been charged a fee for any of the above transactions, contact the Program and Policy Unit. You will need to provide the card number, the name of the retailer, and a phone number for the retailer.
Transaction fees are deducted from the participant's account as follows:
POS (point-of-sale machines in stores)
ATM (automated teller machines)
The participant should always make sure to check the balance and add $.85 plus any surcharge to the amount being withdrawn. (Example: if a participant makes a balance inquiry and the balance is $150.00 s/he can withdraw up to $148.00, if $1.00 surcharge and $.85 transaction fee are deducted from the account.)
If the participant does not wish to pay these fees, discuss the direct deposit option.
Cash households must be advised that ATMs or retailers may charge an additional fee (surcharges) for cash. This surcharge is different from a transaction fee. A warning notice is posted on the machine or may appear on the screen indicating that a surcharge is charged on a particular machine. The participant has the option to continue the transaction or go to another ATM or POS that does not charge a fee. If there is a report by a participant that they were charged a surcharge and there was no notice posted, the caseworker should report the business name and location to the Program and Policy Unit. The best way for participants to avoid the above fees is have cash benefits direct deposited into a bank account. If they do not have a bank account, instruct them on how to obtain one.
Instruct the household in how best to utilize the eFunds Help Desk. The eFunds Help Desk performs a variety of functions necessary for participants to use the EBT process. It is sometimes necessary for workers to assist participants in accessing and using the Help Desk line. Due to specific time limits for entry of information in the automated voice response, some people are unable to enter the necessary information in a timely manner. Assisting these individuals is necessary to ensure access to benefits available to them.
The participant must call the Help Desk (1-800-997-7777) to:
Participants may also call the Help Desk to:
The household should call the Help Desk to report a:
The Help Desk provides assistance in English and Spanish.
Emphasize to the participant that s/he should be observant and aware of the transactions as they take place. If possible, discrepancies or mistakes should be discussed with the store clerk/manager or bank personnel at the time they occur. Problems discovered later must be resolved through the eFunds Help Desk.
Refer participants reporting an account debited twice for the same purchase, misdispenses, or other debiting errors, for either food stamps or cash benefits, to eFunds. The number is 1-800-997-7777. Explain to the participant that only eFunds can handle debiting problems and that the head of household must call immediately.
Once this type of error is reported, it is eFund's responsibility to investigate and resolve the problem. Resolution should be accomplished within 10 days. Only eFunds can resolve these problems. The Agency does not restore benefits. EFunds notifies the participant in writing of the results of their investigation. If eFunds determines a debiting error did occur, eFunds notifies the participant in writing and the amount is deducted from the vendor's account and returned to the participant's account. If eFunds determines a debiting error did not occur, the Program and Policy Unit notifies the participant in writing. If the household does not agree with the determination, the household can request a fair hearing.
When a member of the household, other than the head of household, needs to report a debiting error or similar problem, take the following action to ensure prompt service to our participants.
Retailers reporting a debiting error must be referred to the Retailer Help Line. The number is 1-800-831-5235.
When a retailer reports a food stamp debiting error, eFunds researches the claim. If the research shows a system malfunction or system reversal was done, eFunds sends the information to FSD. FSD generates a letter to the head of the household notifying him/her that a debiting error occurred, the date of the error, the location of the error, and the amount. The letter advises the household that food stamp benefits for the amount of the error will be taken from the EBT account. If benefits are not available, the benefits will be taken from the next month's benefits. The household has 10 days from the date of the notice to request a hearing.
If a hearing is requested, notify Food Stamp Program and Policy immediately. The benefits will not be removed from the account if the hearing request is within 10 days of the date of the letter. Food Stamp Program and Policy staff will act as the Agency witness at the hearing.
If a hearing is not requested within 10 days of the date of the letter, the benefits are removed from the household's account immediately, or from the next month's benefits upon availability.
If a hearing is requested after 10 days and within 90 days of the date of the letter, the benefits are removed from the household's account as stated in the notice, or from the next month's benefits upon availability. Notify Food Stamp Program and Policy immediately of the hearing request. Food Stamp Program and Policy staff will act as the Agency witness at the hearing.
If the hearing is ruled in the Agency's favor, the benefits are removed from the account if not already done so.
If the hearing is ruled in the household's favor, the benefits remain on the card or are added back to the card if they had already been removed.