FAAEBT.A Electronic Benefit Transfer (EBT) Policy and Procedures : 03 EBT QUEST Card - Overview : I EBT QUEST Card – Excessive Replacement Card Procedures
I EBT QUEST Card – Excessive Replacement Card Procedures
 
(01/01/19 –12/31/19)
 
When an EBT card holder contacts FAA in person requesting a replacement EBT card, FAA staff completes the following:
 
Review the 12 MO CARD COUNT field on EBCM.
When the card count is 1 or 2, see EBT QUEST Card Lost, Stolen or Damaged.
When the card count is 3 or more and card holder does not require any other services, place the participant on the Health-e-Arizona Plus (HEAplus) EBT Track.
 
FAA staff will claim the participant and complete the following:
 
Discuss and complete the EBT Replacement Card Questionnaire (FAA-1578) form.
Complete an investigation referral when the card holder refuses to answer the question on the FAA-1578 or the responses indicate potential fraud. (See OSI – Investigation Referral)
Update the “EBT Card Contact” field on INDA with the date the questionnaire was completed.
Upload or scan the completed questionnaire into OnBase as Document Type, FAA-1578A – EBT Replacement Card Request Questionnaire.
Upload the Investigations Request documents into OnBase as Document Type, OSI1017 INVESTIGATION REQUEST.
Deactivate the current card using the appropriate status code and issue a new card when either of the following apply:
Card has not mailed
Card has been mailed, has not been received, and it has been more than five (5) workdays(g) since the request for replacement.
Replacement EBT card has been mailed, it has been less than five (5) workdays since the request and card holder has immediate need to access benefits
Advise the EBT card holder that a replacement card fee may be deducted from the participant’s CA or NA account when both the following apply:
The EBT card holder is requesting an over-the-counter replacement card.
It has been less than five workdays since the replacement card was requested. (See EBT QUEST Card – Replacement Fees)
When completing the FAA-1578 and the card holder is vulnerable persons(g) `the worker must review the reasons the EBT card holder continues to request EBT replacement cards, to determine which applies:
The EBT card holder is just losing their EBT card; or
The EBT card holder is potentially committing fraud or trafficking. If warranted, refer for investigation. (See OSI – Investigation Referral)
 
When the EBT replacement card has been mailed and it has not been more than five (5) workdays(g) since the request, FAA completes the following:
 
Advise the participant of the date they should anticipate receiving their card in the mail.
Authorized FAA staff ends the replacement card suspension. (See EBT QUEST Card – Emergency EBT Card Issuance)
Document the case file(g) to support the actions taken.
 
The above procedures are in addition to all other EBT Policies and Procedures and do not replace any other requirements for issuance, audits, or reports.