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.1 Providing Replacement Issuances
CWDs shall provide replacement issuances to households. In an automated direct access issuance system which uses an access device, a replacement authorization shall be provided to households which have either lost benefits or have lost access to their benefits. CWDs shall also replace the access device, if necessary, so that the household can complete further transactions. See Section 63-603.43 for provisions regarding the replacement of access devices.
.11 Allowable Replacements
CWDs shall provide a replacement issuance or authorization, as appropriate, as a result of an agency issuance error or when a household reports any of the following occurrences.
.111 An authorization document was:
(a) Not received in the mail;
(b) Stolen from the mail;
(c) Stolen after receipt;
(d) Destroyed in a household misfortune or disaster; or
(e) Improperly manufactured or mutilated.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-98-03 Effective 7/1/98
Page 397
FOOD STAMP REGULATIONS
Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603.124
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.112 Coupons were:
(a) Not received in the mail;
(b) Stolen from the mail;
(c) Destroyed in a household misfortune or disaster, such as, but not limited to, a fire or flood; or
(d) Improperly manufactured or mutilated.
.113 Food purchase with coupons was destroyed in a household misfortune or disaster.
.114 A partial coupon allotment was received due to an agency issuance error, such as a missing coupon book.
.115 In an automated direct access issuance system using an access device, the initial access device was:
(a) Not received in the mail;
(b) Stolen from the mail; or
(c) Stolen after receipt.
.12 Nonallowable Replacements
CWDs shall not provide a replacement issuance or authorization, as appropriate, to a household which reports any of the following occurrences.
.121 Coupons were lost, stolen or misplaced after receipt.
.122 An authorization document was lost or misplaced after receipt.
.123 Authorization documents or coupons were totally destroyed after receipt in other than a household misfortune or disaster.
.124 Coupons were lost in or stolen from the mail, but were sent by registered or certified mail and were signed for by someone residing with or visiting the household.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-91-03 Effective 3/1/91
Page 398
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63-603.125 COUPON ISSUANCE, USE AND REPLACEMENT Regulations
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.125 Emergency food stamp assistance was received as specified in Section 63-900. The household shall not receive both emergency food stamp assistance and a replacement issuance for a household misfortune or disaster.
.126 In an automated direct access issuance system, an access device reported as lost, misplaced or totally destroyed after receipt was used to transact benefits authorized for the validity period for which a replacement authorization is being requested.
.13 Countable Replacements
A replacement issuance or authorization is considered countable if it results in a loss to the Food Stamp Program, except as specified in Section 63-603.145. The following replacement issuances or authorizations are considered countable:
.131 The initial and replacement authorizations or authorization documents are transacted and are not otherwise recouped by the CWD; or
.132 In a photo ID area, the ID serial number of an ID card which is not reported as lost or stolen prior to the replacement matches the number shown on a transacted authorization document.
.14 Noncountable Replacements
A replacement issuance or authorization is considered noncountable if it does not result in duplicate benefits being issued or a loss to the Food Stamp Program, except as specified in Section 63-603.145. The following replacement issuances or authorizations are considered noncountable:
.141 The initial or replacement issuance is returned or otherwise recouped by the CWD;
.142 The initial authorization or authorization document is not transacted;
.143 The replacement authorization or authorization document is not transacted;
.144 The replacement is being issued as a result of a CWD issuance error;
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-92-05 Effective 6/1/92
Page 399
FOOD STAMP REGULATIONS
Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603.154 (Cont.)
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.145 In a Photo ID area, the ID serial number of an ID card reported as lost or stolen prior to the replacement matches the number shown on a transacted authorization document; or
.146 The CWD fails to immediately deactivate an access device reported as lost or stolen and it is used by an unauthorized individual to transact benefits.
.15 Household Reporting Responsibilities
The following allowable replacement issuances or authorizations shall be provided only if a household timely reports a loss orally or in writing and provides a DFA 303 as specified in Section 63-603.3. In the following systems replacement requests shall be considered timely:
.151 All Issuance Systems
Replacement requests made to the CWD within 10 days of the loss for destroyed coupons or destroyed food purchased with coupons.
.152 Direct Mail Issuance System
Replacement requests made to the CWD within the validity period of the original issuance for coupons stolen from or not received in the mail or for partial allotments.
.153 Authorization Document System
(a) Replacement requests made to the CWD within 10 days of the loss for stolen or destroyed authorization documents.
(b) Replacement requests made to the CWD within the validity period of the original issuance for authorization documents stolen from or not received in the mail.
.154 Direct Access Issuance System
(a) Replacement requests made to the CWD within the validity period of the original authorization when an access device is reported as stolen from or not received in the mail.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
Page 400
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Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603.212
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
(b) Replacement requests made to the CWD within 10 days of the loss when an access device is reported as stolen after receipt.
(c) CWD responsibilities regarding the replacement of access devices are as specified in Section 63-603.43.
.2 Replacement Limitations
.21 Countable Replacements
The number of countable replacements provided to a household within a six-month period shall be limited as follows:
.211 Two countable replacement issuances or authorizations caused by any combination of the following occurrences:
(a) Authorization documents or coupons (full or partial allotments) not received in or stolen from the mail;
(b) Authorization documents stolen after receipt; or
(c) In an automated direct access issuance system, a replacement authorization made because the access device was not received in the mail or was stolen from the mail or after receipt.
AND
.212 Two countable replacement issuances for authorization documents or coupons reported as destroyed in a household misfortune or disaster.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-92-05 Effective 6/1/92
Page 401
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63-603.22 COUPON ISSUANCE, USE AND REPLACEMENT Regulations
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.22 Unlimited Replacements
No limit shall be placed on the number of replacement issuances or authorizations made as a result of the following occurrences:
.221 Receipt of noncountable replacement issuances or authorizations;
.222 Receipt of partial coupon allotments as a result of a CWD error;
.223 Receipt of authorization documents or coupons which were improperly manufactured or mutilated; or
.224 The destruction of food purchased with food stamp benefits in a household misfortune or disaster.
.23 Limits on Amounts to be Replaced
Replacement issuances or authorizations shall be provided to the household in the amount of the loss, up to a maximum of one month's allotment. An exception is made when the amount of the loss includes benefits which have been restored to the household. In this instance, the amount replaced may exceed a one-month allotment, up to the amount of the loss.
.3 Household Affidavit of Nonreceipt (DFA 303)
Prior to issuing a replacement, the CWD shall obtain from a member of the household a signed DFA 303 attesting to the household's loss.
.31 The DFA 303 shall not be required if:
.311 The original authorization document or allotment has been returned to the CWD at the time of the request; or
.312 The original authorization document or coupons were improperly manufactured or mutilated.
.32 The DFA 303 may be mailed to the household and/or back to the CWD if the household member is unable to come into the office because of age, disability or distance from the office and is unable to appoint an authorized representative.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
Page 402
FOOD STAMP REGULATIONS
Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603.414
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.33 The CWD shall provide the DFA 303 to the household for signature immediately after the loss is reported. The signed DFA 303 shall be received by the CWD within 10 days of the date of the report or no replacement shall be made. If the 10th day falls on a weekend or holiday, and the DFA 303 is received the day after the weekend or holiday, the DFA 303 shall be considered timely.
.34 The DFA 303 shall be retained in the case record.
.4 CWD Responsibilities
.41 Processing Requirements
.411 CWDs shall provide replacement issuances or authorizations, as appropriate, or send a DFA 377.4 denying or delaying the replacement to households within 10 days after the report of nondelivery or loss (15 days if the issuance was made by certified or registered mail) or within two (2) working days of receiving the signed DFA 303, whichever date is later.
.412 CWDs shall deny the replacement of mutilated coupons until a determination of the value of the coupons can be made as specified in Section 63-603.63.
.413 CWDs shall deny or delay replacement issuances or authorizations when:
(a) Available documentation indicates that the household's request for a replacement appears to be fraudulent; or
(b) The CWD determines that the request for replacement does not meet the criteria specified in Sections 63-603.1, .2 or .3.
.414 The DFA 377.4 (Rev. 12/83) shall inform the household of its right to a state hearing to contest the denial or delay of a replacement issuance or authorization. Replacements shall not be made while the denial or delay is being appealed.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
Page 403
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63-603.42 COUPON ISSUANCE, USE AND REPLACEMENT Regulations
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.42 Subsequent Replacements
If the household has already been issued the maximum allowable number of countable replacement issuances or authorizations, a subsequent replacement shall be delayed until the CWD can verify that the replacement issuance or authorization being requested will not be countable.
.421 In an authorization document or direct access issuance system, it may also be necessary to delay subsequent replacements due to the time necessary to reconcile and post all transactions. In such cases, it may not be known at the time of the replacement request whether prior replacements were countable. The allotment shall be replaced when the CWD verifies that the limit on countable replacements will not be exceeded.
.43 Replacement of Access Devices in an Automated Direct Access Issuance System
In an automated direct access issuance system which uses an access device, the CWD shall replace an eligible household's access device when it is lost, stolen, destroyed, improperly manufactured or mutilated.
.431 Upon notification by the household that an access device has been lost or stolen after receipt, the CWD shall immediately deactivate the initial access device to prevent its use by unauthorized individuals.
.432 For access devices reported as lost in or stolen from the mail prior to receipt, the CWD shall comply with the requirements in Section 63-603.511 prior to deactivation.
.433 An access device shall be replaced within the processing time frames specified in Section 63-603.411.
.5 Replacing Issuances Lost in the Mail or Stolen Prior to Receipt
.51 Prior to replacing issuances reported as lost in the mail or stolen prior to receipt by the household, the CWD shall comply with the following.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-92-05 Effective 6/1/92
Page 404
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Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603 (Cont.)
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.511 Determine if the authorization documents or benefits were validly issued. If they were actually mailed, it must be determined if sufficient time has elapsed for their delivery or return. If a delivery of a partial allotment is reported, the CWD shall determine:
(a) The value of the undelivered coupons; and
(b) Whether the report of receipt of a partial allotment is corroborated by evidence that the coupon loss was due to damage in the mail before delivery or by a discrepancy in the issuance unit's inventory.
.512 Determine, to the extent possible, the validity of the request for a replacement issuance or authorization. This includes determining the following:
(a) Whether the initial issuance has been returned to the CWD; or
(b) In an authorization document system, whether the initial authorization document has been transacted. If so, whether the recipient's signature on the authorization document matches the signature on the recipient's ID card or DFA 303; or
(c) In a Photo ID area, whether the ID serial number annotated on the authorization document matches the serial number on the recipient's ID card.
.52 After making a replacement issuance or authorization, the CWD shall take any other corrective action which may be necessary, such as changing the address on the master issuance file.
.53 CWDs shall offer to place households on an over-the-counter delivery system after the first report of nonreceipt; or when circumstances indicate a household may not receive its benefits or access device through the normal delivery system (e.g. the household has a history of reported nonreceipt of issuances or authorization documents). CWDs shall place a household on an over-the-counter delivery system after two replacement requests due to nonreceipt within a six-month period. The two requests may be for either an initial or a replacement authorization document, allotment or access device.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
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63-603 (Cont.) COUPON ISSUANCE, USE AND REPLACEMENT Regulations
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.531 CWDs shall determine the length of time necessary to keep a household on an over-the-counter delivery system. CWDs may return a household to the regular delivery system if the CWD finds that the circumstances leading to the loss have changed and the risk of loss has lessened.
.532 The placement of a household on an over-the-counter delivery system and the length of time the household is on this system is not subject to the state hearing process.
.6 Replacing Issuances After Receipt
Upon receiving a request for replacement of an issuance reported as stolen or destroyed after receipt by the household, the CWD shall determine if the issuance was validly issued and comply with the following requirements for each type of replacement issuance.
.61 Prior to replacing an authorization document reported stolen after receipt by the household, the CWD shall determine the validity of the request for replacement as specified in Section 63-603.512.
.62 Prior to replacing destroyed coupons, authorization documents or food purchased with food stamps, the CWD shall determine that the destruction occurred in a household misfortune or disaster, such as, but not limited to, a fire or flood. The destruction shall be verified through a collateral contact or documentation from a community agency such as the fire department, the Red Cross or a home visit.
.63 Coupons received by a household and subsequently mutilated or found to be improperly manufactured shall be replaced in the amount of the loss. The CWD shall examine the coupons to determine the validity of the request and the amount of the coupons to be replaced. For replacement, three-fifths of a mutilated coupon shall be presented by a household. If less than three-fifths of a coupon remains, no replacement shall be made:
.631 If the CWD can determine the value of the improperly manufactured or mutilated coupons, the CWD shall replace the unusable coupons in a dollar-for-dollar exchange. After making the exchange the CWD shall:
(a) Complete an FNS-135; and
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
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Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603 (Cont.)
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
(b) Destroy the coupons as specified in Section 63-706.13.
.632 If the CWD cannot determine the value of the improperly manufactured or mutilated coupons, the CWD shall:
(a) Cancel the coupons by writing or stamping "cancelled" across the face of the coupons; and
(b) Forward the coupons to FNS for a determination of the value.
.64 Authorization documents received by a household and subsequently mutilated or found to be improperly manufactured shall be replaced only if they are identifiable. An authorization document is identifiable if the CWD is able to determine the amount of the issuance and that the authorization document was validly issued within the last 30 days.
.641 If more than one authorization document was issued to the household and the CWD cannot determine which authorization document was mutilated, the replacement shall be issued in the lesser amount.
.642 Improperly manufactured or mutilated authorization documents shall be surrendered to the CWD.
.7 Documentation and Reconciliation of Replacements
.71 Case File Documentation
.711 CWDs shall document in the household's case file each request for replacement, the date, the reason and the disposition of the request.
HANDBOOK BEGINS HERE
.712 The case file documentation may be recorded exclusively on the DFA 303.
HANDBOOK ENDS HERE
.72 Record of Replacements
CWDs shall maintain, in readily identifiable form, a record of the replacements granted to the household, the reason, the month, and whether the replacement was countable.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
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63-603 (Cont.) COUPON ISSUANCE, USE AND REPLACEMENT Regulations
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
HANDBOOK BEGINS HERE
.721 The record may be a case action sheet maintained in the case file, notations on the master issuance file (if readily accessible), or another document maintained solely for this purpose.
HANDBOOK ENDS HERE
.722 The record of replacements shall, at a minimum, provide information necessary to identify and differentiate among:
(a) Authorization documents or coupons not received in, or stolen from the mail and authorization documents stolen after receipt; and
(b) Replacement issuances or authorizations which are not subject to a replacement limit.
.73 Reconciliation of Replacement Issuances in an Authorization Document or Automated Direct Access Issuance System
Upon completion of reconciliation activities in an authorization document or automated direct access issuance system, CWDs shall update the record of replacements to indicate whether both the initial and replacement authorization documents or authorizations were transacted. The record shall clearly indicate the status of the replacements as countable or noncountable.
.74 Replacement Requests Made Late in the Issuance Month
When a replacement request is made late in the issuance month, the replacement shall be issued in a month subsequent to the month in which the initial authorization document or authorization was issued. All replacements shall be posted and reconciled to the month of issuance of the replacement and may be posted to the month of issuance of the initial authorization document or authorization in order to identify all duplicate transactions.
.8 Further Action on Replacement Issuances
CWDs shall take further actions on replacements as follows:
.81 On at least a monthly basis, CWDs shall report to the appropriate office of the Postal Inspection Service all authorization documents or access devices reported as lost or stolen in the mail.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-91-03 Effective 3/1/91
Page 408
FOOD STAMP REGULATIONS
Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-603
63-603 REPLACEMENT ISSUANCES (Continued) 63-603
.811 CWDs shall assist the Postal Service during any investigation and shall, upon request, supply the Postal Service with facsimiles of originally transacted or replacement authorization documents or other issuance records, and a copy of the DFA 303.
.812 CWDs shall advise the Postal Service if the initial authorization document or authorization is not transacted.
.82 When both the initial and replacement authorization documents or authorizations are transacted, CWDs shall, at a minimum:
.821 Compare the handwriting on the authorization documents or transaction receipts or other issuance records to documents contained in the household's case file, including the DFA 303;
.822 Establish a claim determination where it appears that the household transacted or caused both authorization documents or authorizations to be transacted; and
.823 Refer the case to the CWD's investigation unit, where warranted.
NOTE: Authority cited: Sections 10554 and 18904, Welfare and Institutions Code. Reference: 7 CFR 274.3; 7 CFR 274.6; and Sections 10554 and 18904, Welfare and Institutions Code.
CALIFORNIA-DSS-MANUAL-FS
MANUAL LETTER NO. FS-94-02 Effective 2/1/94
Page 409
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FOOD STAMP REGULATIONS
Regulations COUPON ISSUANCE, USE AND REPLACEMENT 63-604 (Cont.)