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Page | 336 EBT Finance will override the customer’s address on ebtEDGE by inserting the local DSS office address. The EBT card will then be mailed to the local office address, but the customer’s address will still remain the same on ACCESS.

When a customer’s replacement EBT card is mailed to the local DSS office, the following steps must be taken: 1. Track the EBT cards in a spreadsheet (a sample tracking sheet is available on the P drive here: P:\Division of Economic Assistance\(1) Supplemental Nutrition Assistance Program (SNAP)\SNAP Desk Guides\EBT CARDS MAILED TO DSS office) to document date received, contacts made with customer, etc. 2. Write the date of delivery/receipt on the envelope and in the spreadsheet. 3. Call the customer immediately to notify him/her their EBT card is at the local DSS office. Document your contact in the spreadsheet. 4. Continue to monitor and contact the customer to ensure they pick up their EBT card. Document all contact in the spreadsheet. 5. If the customer does not pick up their EBT card within 30 days, check ebtEDGE to determine if another card may have been issued and that card cancelled. If the card has been cancelled, destroy (shred) the card and document in the spreadsheet. 6. If the card is still active, contact SNAP program staff in state office for further direction. 21320 REPLACEMENT EBT CARDS ON CLOSED CASES If a customer requests a replacement EBT card and their case is closed, but their address remains the same, they will contact the EBT Customer Service number for a replacement card.

If a customer requests a replacement EBT card and their case is closed, but their address has changed, the benefits specialists will need to request their address be updated and the replacement card is sent through the EBT Finance Office. The local office must send an email to EBT Finance at DSS-Finance-EBT@State.SD.US (detailed instructions can be found in the EBT Handbook) using the following email format:

Email subject line: Address Updated for Closed Case

Case Name:

Case Number:

Month and day of birth:

DSS mailing address where EBT card should be mailed (ALL caps)

EBT Finance will then update the customer’s address on ebtEDGE and prompt the replacement card issuance through the vendor. The address on ACCESS will remain the same.

21330 COUNTABLE vs. NON-COUNTABLE EBT REPLACEMENT CARDS EBT replacement cards are considered either countable or non-countable. The EBT vendor tracks all replacement card issuances through ebtEDGE. The chart below outlines the reasons for countable and non-countable card issuance.