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S N A P M A N U A L

257 • Penalties for misusing SNAP benefits • Items that can/cannot be purchased with SNAP benefits. NOTE: The client’s identity must be verified before an EBT card can be issued. However, a picture ID is not required. (B) Authorizing the SNAP benefits (C) Responding to or referring a recipient call concerning EBT benefits to the appropriate source. If the problem is not an eligibility issue, the Agency can refer the recipient to the EBT Vendor Helpline or to the EBT Coordinator. If the report is a lost, damaged or stolen card, the recipient should be referred to the EBT Helpline. Replacement cards are authorized through the Conduent toll-free customer service line. However, EBT Coordinators have access to authorize replacement cards through the EBT vendor's administration system. (D) Resolving an EBT account. An inactive EBT account is an account with a balance in which there has been no withdrawal activity within a 60-day time period. Once a benefit has been posted to the account, even if the recipient is not eligible for the benefit, the Agency cannot debit the account except through: • Authorized claims payment • Expungement after 274 days of account inactivity • EBT System adjustment

The Agency should take immediate action upon learning of an inactive account. Actions such as case closure, address change, retraining, PIN/card replacement, etc. should be initiated within appropriate time frames. (E) Authorizing replacement of food purchased with EBT benefits in the event of a household misfortune. The EBT Coordinator will process the replacement on CHIP FSRE screen. (F) Determining the nature of a fair hearing request. If the fair hearing request is the result of an EBT Contractor action, the fair hearing request should be forwarded to the SCEBT office. (G) Resolving any problem associated with returned mail EBT cards or unauthorized use of a mailed EBT card. (3) Economic Services supervisor responsibilities

The Economic Services supervisor is responsible for the following actions:

(A) Authorizing supplemental benefits

(B) Authorizing restoration of lost benefits due to Agency error AND (C) Authorizing the replacement of benefits due to household misfortune.