EBT MANUAL REVISION #3
SECTIONS 0150.000.00-0150.065.10

Missouri EBT Cards

Some changes are effective with EBT cards requested January 31, 2003, or later:

• The EBT cards have a different design. A picture of the new card is attached.  You may wish to post copies of the picture in waiting areas, interview rooms, etc. with an explanation that this is what Missouri EBT cards look like after January 31.  The Benefit Security® Cards (flag cards) are still valid and can be used if they have not been canceled.  The new card is sent when replacement cards are requested or when a new food stamp or Temporary Assistance issuance is approved. 

• The card is no longer known as the Benefit Security ® Card.  It is now referred to as the Missouri EBT card.

• New Missouri EBT cards are issued active.  Participants are not required to call the customer service number to activate the cards. 

• The new cards are produced in and mailed from Jefferson City, Missouri, decreasing the mailing time. 

NOTE:  If a card must be reissued near the end of January, reissue the card IMMEDIATELY.  Do not wait for the new card production in Missouri to begin.
 
• No photos are on the cards.  Refer to Memorandum IM-#146, dated 11/13/2002, for more information.

• The EBT customer service number (1-800-997-7777) is not changed.  It is printed on the back of the Missouri EBT card.

• The Retailer Assistance number (1-800-831-5235) on the back of the card is not changed.

• Missouri EBT cards can be used any place the Quest® sign appears.

• PIN mailers are sent separately from a different location.

Undeliverable Missouri EBT cards will be returned to P.O. Box 310, Jefferson City, MO.  EBT/Food Distribution Programs Unit staff will cancel the cards as undeliverable and destroy the cards.  Report No. ESDDY041-01 titled "Undelivered/Bad Address Card Cancellations" will still be generated to notify staff that a card has been returned as undeliverable.  This policy is not changed.  See Manual Section 0150.030.15 Undelivered Cards. 

Manifests

EBT cards with a code entered in EBTU for county office mailing are mailed to county offices, packaged together, along with a Special Card Delivery Request Manifest.  The manifest must be completed by county office staff and faxed to ACS at 573-636-8292.  The fax number is displayed on the manifest.  This policy is not changed; only the fax number is changed.

Transaction Fees

Temporary Assistance cash transaction fees are changed:

ATM
• $.00 for the first withdrawal each month, and
• $.85 for each additional withdrawal.

POS
• $.85 for each withdrawal not associated with a cash purchase.

County staff are responsible for participant training.  The 14-page training pamphlet and tip cards previously sent with new EBT cards will no longer be sent. The IM-4 EBT pamphlet is being revised.  Until the revised form is available, train participants using the current IM-4 EBT, but make the following changes:

• note that the new Missouri EBT card looks different than the card on the pamphlet;

• in the "WHAT DO I NEED TO DO?" section, line through the second paragraph, which tells the participant to call the 800 number to make the card work; and 

• in the "Transactions WITH charges" section of the pamphlet:

• under "Point of Sale", line through all three bullet points and write in "$.85 for all withdrawals"

• under "ATM" line through the bullet point and write in "First withdrawal is free" and "$.85 for each additional withdrawal".

• Explain the manual voucher process to participants.  If the POS machine is not working or the store does not have one, the cashier will fill out a paper form called a manual voucher.  This information is added to the revised IM-4 EBT.

Refer to EBT Manual Section 0150.015.00 PARTICIPANT TRAINING for more information.

The EBT tip sheet is being revised.  Continue using the current tip sheet as a training aid until the revised form is available.  Contact the Food Stamp Program and Policy Unit if current tip sheets are needed for training purposes.  Do not give the tip sheet to participants.  Keep the tip sheet in the office where participant training occurs.  There are not enough tip sheets left to distribute to participants until the revised version is available.

The EBT training video is now obsolete.  Destroy all copies of the videos.

EBT Adjustments

Occasionally, due to a system error, a retailer is not paid for a food stamp or cash purchase or cash withdrawal using an EBT card. Policy is changed to allow eFunds to debit EBT accounts to pay the retailer.  This policy change is addressed in Memorandum IM-12 dated 1/16/03.

Administrative Terminal Changes

The search duration on the Transaction History screen is increased to 180 days.  If more than 90 days of history are needed, key in the dates, as there is no selection for 180 days.

NOTE:  The increased access to transaction history will build up; e.g. on February 1, 90 days of history will be available, on March 2 120 days will be available, etc. until June when the full 180 days will be available.

EXAMPLE:  On February 28, you want to see all transactions for the month of December.  Rather than choosing the Search Duration of 90 days, enter 12012002 in the Start Date field and 12312002 in the End Date field.

The EBTU and EBTI screen titles have changed.  "BENEFIT SECURITY CARD DISBURSEMENT" is replaced with EBT CARD DISBURSEMENT". 

The warning message displayed on EBTU when the "Reissue Card" question is answered "Y" is changed.  The message now reads "WARNING! CURRENT CARD HAS TO BE CANCELED ON ADM TERMINAL BEFORE REISSUING".  The procedure has not changed.  The message is a reminder to check that the card is canceled as Payee Changed, Name Changed, Undelivered, Bad Address, or Deactivated/Canceled on the Administrative Terminal.  Press enter again to issue a new card.  The message "Record updated. Enter next DCN." appears.

EBT Manual Revisions

The EBT manual sections 0150.000.00 through 0150.060.25 are revised.  The revision will be available online January 31, 2003.  A hard copy of the EBT manual is attached.
 

• Discuss this memorandum with all appropriate staff.

• Make appropriate changes to IM-4 EBT pamphlet when distributing it to participants.

• File the hard copy of the EBT manual.

Distribution #6

Attachment