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West Virginia Income Maintenance Manual Chapter 1

West Virginia Income Maintenance Manual Page 107 Chapter 1 Application/Redetermination Process

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 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 cash or SNAP benefits at a store. STATUS THE EBT CARD Deactivate the card so that it cannot be used. This occurs when a replacement card is requested, a payee is changed, or an authorized cardholder is removed or changed. 1.5.17.B.2 EBT Card Issuance ➢ Initial Card Issuance The EBT card is issued when the first benefit to be issued into an EBT account is approved. It is mailed the day after the approval in the eligibility system. Once the benefit account is set up and benefits are deposited into the EBT account, they are accessed with the EBT card. The client must call the EBT Helpline to create the PIN and activate the card prior to use. All cards are mailed to the payee. See Effect on Card Distribution of Legal Guardian or Protective Payee below when the AG has a legal guardian or protective payee. This includes the card(s) for any additional authorized cardholder(s). It is the responsibility of the payee to distribute the cards to any other cardholder(s). ➢ Effect on Card Distribution of Legal Guardian or Protective Payee When the AG has a legal guardian or protective payee, all cards are mailed to the address of that individual. Current policy contains no reference to a specified legal guardian as a payee.