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Page | 337 Reason Description Countable Card? Examples Previous Card Lost Yes Lost Cards Previous Card Damaged Damaged Cards Previous Card Stolen Stolen Cards Other – Countable Any reason not already listed as countable that IS the fault of the customer:  Allowing a friend/relative to shop with their card and cannot get it back  Forgot their card at home but due to distance we replace it New Applicant

No

No Customer who applies but is not previously known to ACCESS. Re-Applicant Customer who has a prior established case number on ACCESS and is reapplying. Agency Error Cards issued in error between customers (human error). Optional Security Households Repeated card cancellations created out of domestic issues. Cardholder Deceased Head of household passed away and new card is assigned to secondary household member. Other – Non- countable Any reason not listed above that IS NOT the fault of the customer: Card production issue examples:  Full number not displayed on card;  Magstripe is scratched right out of card inventory.

When a household requests 4 or more countable replacement EBT cards in the last 12 months, the household will be sent an excessive replacement card letter notifying them of the proper use of their EBT card and trafficking penalties. The excessive replacement card letter is automatically sent by ORFI once the customer has 4 countable replacement cards on the ebtEDGE System. A generic copy of the letter can be viewed in Appendix 9 on the P drive.

When a household requests 5 or more countable replacement EBT cards in the last 12 months, the household will be referred to the Office of Recoveries and Fraud Investigations (ORFI). The ORFI referral is automatically sent once the customer has 5 or more countable replacement cards on the ebtEDGE System. If a copy of an individual’s 4th & 5th or more excessive replacement card letter needs to be viewed, contact State Office as they are able to view a copy of the letter on EOS. If trafficking is suspected, a referral to ORFI for an investigation is appropriate. If the customer needs assistance keeping track of their EBT card, EA supervisors and Regional Managers should discuss options with the customer and assist them with naming an authorized representative or another means for keeping track of their EBT card. In all cases, DSS will work to protect households containing homeless persons, elderly or disabled members, victims of crimes and other vulnerable persons who may lose EBT cards but are not committing fraud.