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West Virginia Income Maintenance Manual Chapter 1

West Virginia Income Maintenance Manual Page 84 Chapter 1 Application/Redetermination Process

EBT HELPLINE The toll-free number through which the client may access the Interactive Voice Response Unit (IVRU) or CSR. EXPUNGMENT 274 days from the date of issuance and immediately when it has been determined all members of the Assistance Group are deceased and independent verification of the death(s) have been obtained by the worker. INTERACTIVE VOICE RESPONSE UNIT (IVRU) The IVRU is also referred to as EBT Helpline. The EBT vendor operates the IVRU seven days a week, 24 hours a day. Functions of the IVRU include, but are not limited to, account balance inquiries, card activation and PIN changes. MOUNTAIN STATE CARD The West Virginia EBT card. PAYEE The term payee identifies the person to whom benefits are issued. For EBT purposes, certain information about the eligibility system primary person is sent automatically to the EBT vendor in what is called a demographic record. This information is used to set up the EBT account, mail the EBT card and to identify the payee and authorized cardholders for security card replacement procedures. The card is sent to the primary person. A primary person who is not a payee can be issued an EBT card as an authorized cardholder, if so designated by the payee. PERSONAL IDENTIFICATION NUMBER (PIN) This number must be used to access EBT benefits with the EBT card. This is not the eligibility system PIN number. POINT OF SALE (POS) EQUIPMENT This is used to spend SNAP benefits at a store. Account balance inquiries may be made using a store’s POS machine located at the Service Desk. Account balances also appear on all receipts printed by a POS machine. PROTECTIVE PAYEE A protective payee is a person, or an organization appointed to receive the benefits for anyone who cannot manage or direct the management of his or her own basic needs.