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West Virginia Income Maintenance Manual Chapter 10

West Virginia Income Maintenance Manual Page 8 Chapter 10 The Case Maintenance Process

10.3 COMMON ELECTRONIC BENEFITS TRANSFER (EBT) INFORMATION 10.3.1 CHANGE IN EBT AUTHORIZED CARDHOLDER When the client wishes to change an authorized cardholder for Electronic Benefits Transfer (EBT), the Worker must delete the current cardholder in the eligibility system and enter the new cardholder’s information, including the benefit(s) to which the cardholder has access. The client may terminate cardholder access immediately by calling the EBT Helpline. Only EBT Helpline Customer Service Representatives can deactivate a card. When the client calls the EBT Helpline first to stop cardholder access, he must still notify the DOHS Customer Service Center or the local office Worker of the cardholder change. 10.3.2 EBT CARDS RECEIVED IN THE LOCAL OFFICE The local office may receive an EBT card from any number of sources, including the client, the United States Postal Service (USPS), or other individuals. Regardless of the manner in which the card is received, it must be handled as a negotiable and secured by the Financial Clerk. The local office must not retain an EBT card for a client to claim unless he receives his mail at the office. When a replacement card is required, the Worker can request it through the eligibility system, or the client can request it by using the EBT Helpline. The following procedures are used for EBT cards received in the local office. 10.3.2.A Client Receives Mail in the Local Office When a client receives his EBT card by mail in the local office, it must be secured by the Financial Clerk and entered on the negotiable log. The client must sign for the card when claimed. If not claimed within five calendar days, the Financial Clerk notifies the Worker. If not claimed in 30 calendar days, the Financial Clerk must contact the Office of EBT (WV EBT) by email with the card name, number, and an explanation of how it was received in order to have the card deactivated. The card is then destroyed, the action is noted on the negotiable log, and the Worker is notified.