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West Virginia Income Maintenance Manual Chapter 12

West Virginia Income Maintenance Manual Page 4 Chapter 12 Benefit Replacement

When a household requests an amount greater than the allowable replacement limit, the worker must review the request and approve only up to the allowable replacement amount. The request must not be delayed or pended solely because the requested amount exceeds the household’s SNAP allotment. The Department of Human Services (DOHS) may deny or delay replacement issuances in cases where available documentation indicates that the household’s request for replacement appears to be fraudulent. 12.2.1.A.3 Offsetting Claims Replacements of destroyed food must not be used to offset claims. 12.2.1.B Lost, Stolen, Damaged, or Destroyed EBT Cards The client may request a new card by contacting the EBT Automated Response Unit (ARU), DOHS Customer Service Center, or the local office. All replacement cards are sent in an active status, unless never previously activated. The following details the processes used when each is contacted. If the EBT card is stolen prior to receipt by the client and benefits are fraudulently accessed, see the Exception in 12.2.2. The DFA Economic Services Policy Unit must be consulted in this situation. 12.2.1.B.1 EBT Automated Response Unit (ARU)/Helpline When the client requests a new card through the EBT ARU, the old card is deactivated, and, if the current address is in the EBT Administrative System, a new card is mailed to the client. When the client’s current address is not in the EBT Administrative System, the card is deactivated, but a replacement card is not mailed. The client is instructed by the EBT ARU to contact his Worker to change his address. The client must contact the EBT ARU the day following the address change to request a new card.