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660 Chapter 3:Processes and procedures • Section 3: Issuance of benefits (07/2026) Note: When individuals use their benefits, it is important to select the correct account type. If an individual receives SNAP food benefits, when using their EBT card at the grocery store, they must complete a food benefit purchase. If an individual receives cash benefits on their EBT card, they must complete a cash purchase or withdrawal. New individuals may be issued an EBT Card and select a personal identification number (PIN) before their eligibility is determined; generally, the EBT card is issued after the initial screening interview. When the benefits are issued, they will be deposited to the EBT account. The EBT Card and PIN together control access to individual accounts. The PIN is a four-digit number known only to the individual. The selection device encrypts the PIN as the numbers are selected. The PIN number is not kept in the system. If an individual forgets their PIN number, they may call FIS Customer Service at 888- 997-4447 (available 24 hours a day/7 days a week) or go online at www.ebtEDGE.com to select or reset their PIN. The individual can also go into the local branch for PIN assistance. Cash direct deposit is not affected by EBT. Individuals whose cash benefits are directly deposited into a bank account will remain in direct deposit unless changed by a worker. Companion SNAP benefits will be issued by EBT, unless they are for SNAP cash-out individuals who request direct deposit (or check if direct deposit fails). When to issue an EBT card When an individual requests SNAP, they must have timely access to their SNAP benefits if approved: • If eligible for expedited SNAP, no later than 7 days from filing date. • If not eligible for expedited, no later than 30 days from the filing date. This means they must have an EBT card to access the benefits issued via EBT within those timeframes. The counting begins when a filing date is established. There may have been a complete application, an incomplete application, or a request that is not in applicant form. Once a filing date has been established, ODHS/OHA staff sets up a CMS or SNAP case. The EB system creates an EBT case or connects the ONE case to an existing EBT case. The EBT case and individual information is sent to FIS. Staff need to have a conversation with the individual to determine if an EBT card is needed or if the customer already has an EBT card that is attached to a DHR case. If an EBT card is needed, staff will follow business processes to issue the EBT card through DHR. Once a worker determines eligibility and the applicant is approved, benefits will be issued into the correct EBT account. Benefit issuances are sent to the FIS system. For regular batch issuance, an overnight process will send the data to FIS. For immediate issuance, the data is transmitted to FIS online when authorized in ONE. Setting up the EBT case and changing payees EBT case creation EBT cases are created automatically by the EB system when a CMS or SNAP case is added and when a payee is changed on a case. To ensure a single EBT case is created for individuals with companion cases, the cash payee