Replacement

Revised June 19, 2015

Purpose:

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

• Worker Responsibilities

Worker Responsibilities - WAC 388-412-0040

1. When a client reports the loss of benefits from their EBT account (see below #4 for replacing benefits that paid for food destroyed in a disaster or household misfortune):
   1. Review the client's EBT account to verify that benefits were issued;
   2. Determine if we can replace this type of loss;
   3. Access the EBT functions through the drop-down menus in “BarCode AU/Cl Search” or from the clients Electronic Case Record “ECR”.
      • Complete the new “Authorize EBT Replacement” screen as described in the EBT Manual at:  Replace EBT Benefits to a Client. Once you complete the screen the EBT staff will work their end of the system and generate the new E002 tickler to inform you of the outcome.
      • Complete the “Authorize EBT Recovery” screen as described in the EBT Manual at: Recover Benefits from an EBT Account. Once you complete the screen the EBT staff will work their end of the system and generate the new E003 tickler to inform you of the outcome. 
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.
4. Food destroyed in a household disaster or misfortune when the food was purchased with Basic Food benefits: 
   • ​A household disaster or misfortune includes events such as a house fire, long-term power outage, other weather-related mishaps, or refrigerator/freezer breakdown, that was caused by reasons beyond the client's control. 

• Food replaced due to a household disaster or misfortune does not require the federal government to declare a portion of the state as a disaster area.
• When a client requests replacement of food that was destroyed in a household disaster or misfortune:
  
  1. Determine if the client reported the loss timely;
  2. 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;
  3. Replace the amount of food that was destroyed up to the amount of the household's monthly allotment. Use the client's statement when considering the amount of benefits to replace. If the client's statement is questionable, consider when the client received benefits, when the food was destroyed, and the day of the month of the disaster;
  4. Document the replacement in the case record.
  5. See link to ACES Procedures below.

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 
• Issued to the household. 

1. Food destroyed in a federally declared disaster when the food was purchased with Basic Food benefits:
   • See DISASTER SUPPLEMENTAL NUTRITION ASSISANCE PROGRAM (D-SNAP)
2. Replacing out-of state food benefits:
   1. Verify that benefits were issued but not returned to the public assistance office in the other state.
   2. Ask the client to sign a statement that they did not receive the benefits. 
   3. Document the loss on the (Remarks) screen.
   4. Determine eligibility for Basic Food by using the regular procedures; and
   5. Inform the other state that benefits were issued in Washington and to cancel the benefits if they are returned

ACES Procedures

• Issuances -  Replacement / Reissuance