B EBT QUEST Card – Over the Counter (OTC) Issuance
 
(01/01/21 –12/31/21)
FAA office staff are responsible for issuing EBT cards over the counter (OTC).
 
An OTC EBT card must be issued when the card holder meets any of the following:
 
NA expedited benefits
Requests an OTC EBT card and has an immediate need for their benefits
Requests an OTC EBT card and a replacement EBT card has not been received by the fifth workday(g) after the request was made
 
Advise the EBT card holder that a replacement card fee may be deducted from the participant’s CA or NA account when it has been less than five workdays since the replacement card was requested. (See EBT QUEST Card – Replacement Fees)
 
An initial EBT card cannot be issued OTC until the case is established on EBPM. When the case has not been setup on EBPM, the following edit message displays *INFO* CASE DOES NOT EXIST ON EBT SYSTEM-MUST ADD.
 
When an EBT card holder requests a replacement EBT card OTC, review the 12 MO CARD COUNT field on EBCM. When the card count indicates 3 or more, see EBT Card – Excessive Card Procedures for the excessive replacement EBT card process.
 
When issuing an OTC EBT card, obtain positive identification (ID) of the Primary Payee and Alternate Card Holder before issuing an EBT card. (See Identity Verification)
 
NOTE When proof of ID is verified from OnBase, document the case file(g). Documentation must include the details of what was used from OnBase to verify identity. Include the case number, Document Type, and Document Handle number.
 
When an OTC EBT card must be issued, information on the EBCM screen in AZTECS must be keyed.
 
The following individuals have the security to access EBCM:
 
Authorized FAA staff
The Office Manager
The Region Program Manager (RPM) when the Office Manager is not available or unable to complete the required actions
 
When EBCM has been keyed, complete the following to issue the EBT card:
 
Review the How to Use Your Arizona EBT Card (FAA‑1045A) pamphlet with the Primary Payee or Alternate Card Holder.
 
NOTE Educate the Primary Payee or Alternate Card Holder with this information during the interview. Document the case file that the FAA-1045 was reviewed with the card holder.
 
Key O in the CARD ISSUE field on EBPM.
Authorized FAA staff will key the Primary Account Number (PAN) from the EBT card on EBCM. The card can then be issued to the Primary Payee and Alternate Card Holder. The following individuals are authorized to access EBCM:
Authorized FAA staff
An Office Manager (LOM)
A Region Program Manager (RPM) when the LOM is not available or unable to complete the required actions
Request the Primary Payee or Alternate Card Holder to sign the EBT CARD ISSUANCE LOG (FAA‑1007A) and to sign the back of the EBT card.
 
NOTE Benefits are not available until they are authorized and loaded into an EBT account.
 
The Primary Payee and the Alternate Card Holder may select a PIN by calling the FIS Automated Response Unit (ARU) (See EBT Help Desk Phone Number)
 
NOTE Only initial EBT cards must have a PIN selected.