Benefit Issuances - Replacement

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Benefit Issuances - Replacement

Revised December 5, 2007

Purpose:

Can I get my benefits replaced?
WAC 388-412-0040

WORKER RESPONSIBILITIES

Replacing EBT benefits (not food lost in a household disaster):

When a client reports the loss of EBT benefits:

Review the client's EBT account to verify that benefits were issued;

Determine if we can replace this type of loss;

Complete the EBT Replacement Request Form, EBT 013, and ask the client to sign it;

Document the details of the loss;

Fax the Request form and any supporting documentation to the EBT staff at (360) 407-3998 for their decision on whether to approve the replacement and any action to be taken; and

When notified of the decision of EBT staff, take the required action.

NOTE: Do not replace EBT benefits through ACES BEGS unless you are replacing food lost in a household disaster as described in Food destroyed in a household disaster or misfortune (4. below).

2.      Loss due to Administrative Error:

If the department makes an error that causes a loss of benefits to the client such as linking a Quest card to another client's account, we replace those lost benefits.

Follow the procedures in Replacing EBT Benefits (1. above).

EBT staff will take the steps necessary to replace the benefits and can help identify who incorrectly used the benefits.

3.      Replacement of Electronic Funds Transfer (EFT) for cash benefits:

When a client reports that he or she did not get a deposit of cash benefits in an account, tell the client to call the Direct Deposit Input Unit at 1-888-235-2954.

Do not take any further actions or replace the cash benefits unless the EFT Manager notifies you.

Food destroyed in a household disaster or misfortune when the food was purchased with Basic Food benefits:

When a client requests replacement of food that was destroyed in a household disaster or misfortune:

a.      Determine if the client reported the loss timely;

b.      Verify the disaster or misfortune through a collateral contact such as the fire or police departments, utility companies, local media, the Red Cross, an insurance agent, or home visit;

c.      Replace the amount of food that was destroyed up to the amount of the household's monthly allotment. Use a reasonable estimate considering when the client received benefits, when the food was destroyed, and the day of the month of the disaster;

d.      Document the replacement and store the affidavit in the case record.

NOTE:
We can only replace the value of the amount of food lost in a household disaster, up to the household's monthly allotment.

We do not replace food benefits more than the amount:

Lost in the household disaster; or

We originally issued to the household.

Food destroyed in a federally declared disaster when the food was purchased with Basic Food benefits:

See DISASTER FOOD STAMP PROGRAM.

Replacing out-of state food benefits:

Verify that benefits were issued but not returned to the public assistance office in the other state.

Ask the client to sign a statement that they did not receive the benefits. Do not have them sign an affidavit. It is used for benefits issued in Washington State.

Document the loss on the (Remarks) screen.

Determine eligibility for Basic Food by using the regular procedures; and

Inform the other state that benefits were issued in Washington and to cancel the benefits if they are returned.

ACES PROCEDURES
See Issuances - Replacement / Reissuance

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