Colorado WIC Program Policies and Procedures Section 2: Nutrition Services Revised: 01.01.2021

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Replacement of eWIC Card

Policy: The local agency must respond to any report of a lost, stolen, or damaged card within one business day of the date of report, and replace the EBT card and benefits within seven (7) business days of notice from the participant, endorser, or proxy.

Regulation: 7 CRF 246.12

Procedure/Additional Guidance:  When an eWIC card is reported as damaged, lost or stolen, the local agency WIC staff person deactivates the card in Compass.  When staff reissue a new, active, replacement eWIC card, the benefits are automatically transferred to the new eWIC card and available for purchase.  The replacement eWIC card may be picked up in person by the endorser/participant, or it may be mailed.  Proof of ID must be verified before the card can be replaced.  When the replacement card is picked up in person, staff recognition or any other acceptable proof of ID may be used.  When the replacement card is mailed, proof of ID may be verified over the phone by asking the participant’s and endorser’s date of birth, phone number and address. Note, if the stated phone number or address doesn't match what is in Compass due to a recent move or change in telephone number, ask additional questions to verify identity, such as FID, name of clinic, next or last appointment date, name of WIC staff person seen at last appointment, etc.  When an eWIC card is returned that is damaged or returned by a participant, staff must complete the following:  Deactivate the card in Compass.  Cut damaged card in half and destroy, or place in an appropriate document shredder.