B-200, Issuing Benefits

Revision 21-3; Effective July 1, 2021

 

B—210 General Policy

Revision 15-4; Effective October 1, 2015

 

TANF

The Texas Health and Human Services Commission (HHSC) issues Temporary Assistance for Needy Families (TANF) benefits via Electronic Benefit Transfer (EBT) or warrant. The agency issues all one-time benefits via warrant.

Related Policy
Medicaid Eligibility, A-800
Issuing OTTANF Benefits, A-2451
Issuing One-Time Grandparent Payment, A-2452

SNAP

HHSC issues all Supplemental Nutrition Assistance Program (SNAP) benefits by EBT.

 

 

B—220 Benefits

Revision 05-2; Effective April 1, 2005

 

 

B—221 Types of Benefits

Revision 11-3; Effective July 1, 2011

 

TANF and SNAP

There are five types of benefits:

  • initial,
  • ongoing,
  • supplemental,
  • retroactive, and
  • restored.

See Glossary for definitions of these terms.

 

 

B—222 Issuing Methods

Revision 13-3; Effective July 1, 2013

 

TANF and SNAP

SNAP and TANF benefits are issued using the Texas Integrated Eligibility Redesign System (TIERS).

Benefits authorized in TIERS via Eligibility or Benefit Issuance functional areas are issued by EBT.

 

 

B—222.1 Mailing Addresses for Issuing Benefits

Revision 19-2; Effective April 1, 2019

 

TANF and Medical Programs


Staff issue benefits to the person's physical address, unless the person:

  • is temporarily living at another address;
  • has a post office box or general delivery address;
  • has a guardian; or
  • provides a good reason for a different mailing address, showing the individual would suffer hardship if benefits were mailed to their physical address.

Staff should not use a local eligibility determination office address or an employee's physical address as a mailing address, unless the employee is the TANF applicant or recipient.

SNAP

The person's physical address is the preferred mailing address to enter in TIERS. However, the person may use another mailing address if they believe it is more secure or they have no physical address.

All Programs

Notes:

  • If a person has a post office box and physical address, both are entered in TIERS, unless they reside in a shelter for battered persons.
  • The U.S. Postal Service does not forward TANF warrants or the Your Texas Benefits Medicaid cards.

 

 

B—230 Electronic Benefit Transfer (EBT)

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

HHSC issues benefits by EBT and contracts with one or more vendors who perform EBT functions.

When an advisor certifies a household, HHSC establishes and deposits benefits in the household's EBT account(s). Staff issues a Lone Star Card to the individual or their representative. These cardholders access benefits using the card and a Personal Identification Number (PIN).

Staff uses TIERS to send information to the EBT system.

The EBT process includes:

  • establishing a primary cardholder and EBT account(s);
  • establishing a secondary cardholder, if requested;
  • issuing a Lone Star Card;
  • requesting that the individual select his PIN or issuing a pre-assigned PIN;
  • replacing a card and/or PIN, if required; and
  • individual training.

 

 

B—231 Establishing the Primary Cardholder (PCH)

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

The PCH is the household member or EBT representative designated to have primary responsibility for security and access to the household's benefits in the EBT account. Each case has only one PCH. Staff generally establishes the case name as the PCH, even if the individual is a disqualified member.

Exceptions: If an EBT representative is a PCH who is not the case name, establish the PCH in the following situations:

  • If the TANF Eligibility Determination Group (EDG) has a protective payee or representative payee, establish this person as the PCH.
  • If a SNAP individual is a resident of a drug and alcohol (D&A) treatment/group living arrangement (GLA) facility and the D&A/GLA facility is the individual's authorized representative (AR), establish the AR as the PCH.
If the TANF and SNAP EDGs have... then...
the same EDG name, establish the EDG name as the PCH for both EDGs.

Note: Ensure that the name, date of birth, sex and Social Security number (SSN) match exactly.

different EDG Names, each EDG must have a different PCH.

 

 

B—231.1 When to Send a PCH Record

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

HHSC must send a PCH record to the EBT system on an active EDG, even if pending the final case action, or on an application when the advisor:

  • certifies a TANF or SNAP application;
  • transfers a Medical Programs EDG to TANF;
  • changes an EDG name;
  • adds, deletes, or changes a TANF protective payee or representative payee;
  • adds, deletes, or changes the SNAP AR for a D&A/GLA facility; or
  • changes a SNAP AR type from a D&A/GLA facility to an individual (in or out of the household) when the AR name stays the same.

Note: The EDG name becomes the PCH. If the advisor changes the SNAP AR type from an individual to a D&A/GLA facility, the AR becomes the PCH. See B-440, Drug and Alcohol Treatment (D&A)/Group Living Arrangement (GLA) Facilities.

Advisors do not send a record if:

  • pending the TANF or SNAP application due to a missed appointment; or
  • pending a change or complete action when the household does not appear to be eligible for TP 01/61.

 

 

B—231.2 Establishing a PCH Record and an EBT Account

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Advisors must send a PCH record to the EBT system to establish a benefit account in the cardholder's name. The advisor must establish the account before issuance staff can issue a Lone Star Card and PIN.

 

B—231.3 Sending a New PCH Record

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

To establish an account, send the new PCH record to the EBT system through TIERS using Real Time Interface or Batch file.

Staff complete Part II of Form H1175, EBT Change Request, to authorize this process only if they need to change the PCH on a denied EDG or an EDG being denied or cannot send the record through TIERS due to automation problems.

Exception: If the EBT system receives a benefit record before the PCH record, the EBT system uses the benefit record to create a PCH record. 

When benefits for children remain in an EBT account and the PCH is not able or available to access the benefits, staff may use the following chart to determine when they may establish a new PCH.

Step     Action
1 Did the only household member with account access die, become incapacitated, or abandon the children? No Stop. Take no further action.
- - Yes Go to Step 2.
2 Is there another responsible household member who may be established as the PCH? No Go to Step 3.
- - Yes Establish the other responsible household member as the PCH.
3 Are the children in the care of another person? No Stop. Take no further action.
- - Yes Authorize account access to the new PCH using the procedures that follow in this section.

Related Policy 
Issuing a Lone Star Card, B-233
 

 

B—231.4 Updating the PCH Record

Revision 13-3; Effective July 1, 2013

 

TANF and SNAP

TIERS updates existing PCH records on active cases any time the advisor changes the cardholder's biographical data or address and completes the benefit issuance logical unit of work. The EBT system receives an update file sent from TIERS overnight that updates the record the next day.

Note: The advisor may initiate action to merge PCH records via the ATA when a household's TANF and SNAP PCH record information fails to match. See B-261.3.2, Merging Primary Cardholder Records.

 

 

B—232 Establishing a Secondary Cardholder

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Advisors establish a secondary cardholder only after HHSC certifies an application. Exception: If the advisor certifies an individual for one program and pends the other, the individual may authorize a secondary cardholder for both accounts.

The PCH may authorize:

  • a secondary cardholder for only one benefit account;
  • a different secondary cardholder for each benefit account; or
  • the same person as the secondary cardholder for both the cash account and the food account.

The following three methods may be used to establish a secondary cardholder:

  • the PCH requests it via the Lone Star Help Desk;
  • the PCH requests it from the local office issuance staff; or
  • the advisor authorizes the secondary cardholder via the ATA.

Only the PCH may authorize a secondary cardholder, except in the emergency situations described in B-232.3, Secondary Cardholders Established by the Advisor.

Employees involved in certification or issuance may serve as a secondary cardholder on another household's account only if the supervisor gives written approval.

 

 

B—232.1 Secondary Cardholder Established by the Lone Star Help Desk

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

A PCH may contact the Lone Star Help Desk any time after certification to add, remove, or change a secondary cardholder.

When the Lone Star Help Desk receives a request to add or change a secondary cardholder, they mail Form SCR, Secondary Cardholder Request, to the PCH. The PCH must complete and sign the form obtain the secondary cardholder's signature and return the form to the EBT vendor to authorize a secondary cardholder.

After receiving the completed form, EBT vendor staff mail the secondary cardholder's Lone Star Card to the PCH. The PCH must give the card to the secondary cardholder. The secondary cardholder must contact the Lone Star Help Desk to register and activate the card.

When a PCH requests to remove a secondary cardholder, the Lone Star Help Desk deactivates the secondary card immediately.

 

 

B—232.2 Secondary Cardholder Established by EBT Issuance Staff

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

When interview staff  establish a PCH on a certified application, the PCH may authorize a secondary cardholder.

The PCH must bring the secondary cardholder to the office, complete the Form SCR, Secondary Cardholder Request, give the form to EBT issuance staff and provide proof of identity. Interview staff complete Form H1172, EBT Card, PIN and Data Entry Request. EBT issuance staff must ensure the Form SCR is completed and signed by both, the PCH and secondary cardholder, before establishing the secondary cardholder in the EBT system.

The PCH may add or change a secondary cardholder using this procedure any time after certification.

 

 

B—232.3 Secondary Cardholders Established by Interview Staff

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

With supervisory approval, establish account access for a new person if:

  • the household needs to set up a secondary cardholder; and
  • the PCH cannot complete and sign Form SCR, Secondary Cardholder Request, for reasons such as injury or illness.

Staff obtain a completed Form SCR signed by another responsible household member or the AR if there is no other responsible household member. Staff and the supervisor sign below the person’s signature.

Complete Form H1172, EBT Card, PIN and Data Entry Request, to notify EBT issuance staff to establish a secondary cardholder record in the EBT system.

 

 

B—233 Issuing a Lone Star Card

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

The advisor requests Lone Star Card issuance when:

  • a new PCH record is established on applications or active EDGs; or
  • the office establishes a secondary cardholder.

For pended applications, advisors may request Lone Star Card issuance immediately after the interview.

Exception: When the advisor interviews a PCH by phone, a request for the EBT vendor to mail the Lone Star Card and training materials to the PCH is required with some exceptions. Advisors follow procedures in B-233.2.2, Applicants Interviewed by Phone.

Related Policy
Applicants Interviewed by Phone, B-233.2.2
Special Certification Situations, B-240
Drug and Alcohol Treatment (D&A)/Group Living Arrangement (GLA) Facilities, B-440
Residents in Family Violence Shelters, B-450
Prepared Meal Services, B-460

 

 

B—233.1 When to Reuse a Lone Star Card

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

A Lone Star Card from a previous certification in which the person was the PCH  may be used.

A previously issued Lone Star Card may not be used if it was:

  • deactivated because it was reported lost or stolen;
  • issued to someone who was later removed as primary or secondary cardholder on the account; or
  • issued to someone for an EDG which was later denied and purged, and the EBT account was closed.

Note: Staff may use the EBT system to determine if the cardholder may use the Lone Star Card to access benefits for a particular EDG. Staff may use the EBT system to validate card access after verifying the person's identity. 

 

 

B—233.2 Issuing Lone Star Cards for PCHs

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

To issue a Lone Star Card, staff:

Note: If staff interview someone other than the PCH and certify or pend the application at the initial interview, staff must give a completed Form H1172, EBT Card, PIN and Data Entry Request, to EBT issuance staff to:

  • request issuance of a Lone Star Card to the person being interviewed; and
  • flag the cardholder record to require card registration.
     

Related Policy
Applicants Interviewed by Phone, B-233.2.2 
 

 

B—233.2.1 Applicants Interviewed in the Office

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

When issuing Lone Star Cards in the office, EBT issuance staff must verify the person receiving the card is the same person listed as the cardholder. 

If staff pend the application for verification of ID and do not issue the Lone Star Card in an office, staff must:

  • advise the person to call the Lone Star Help Desk after receiving the Lone Star Card, to register it; and
  • do not send Form H1172 to EBT issuance staff.

If staff later certify the application, staff must complete Form H1172 to:

  • request mail-out of a Lone Star Card and training material to the PCH; and
  • flag the cardholder record to pend card registration.

If a person leaves the office without picking up a Lone Star Card or staff later certify an application for which card issuance was postponed, EBT issuance staff:

  • request mail-out of a Lone Star Card and training material to the PCH; and
  • flag the cardholder record to pend card registration.

Note: Staff must not use whiteout or other correction fluid on Form H1172. If correcting an error or a wrong date, mark through the error with a single line and make the correction.

 

 

B—233.2.2 Applicants Interviewed by Phone

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

If staff interview a household by phone and the EBT - Details page shows no available card for the EDG, mail issuance is required except:

  • for households who are certified for expedited SNAP benefits;
  • when the card must be issued in the local office to meet timeliness standards; or
  • when the card must be issued to an authorized representative for residents of drug and alcohol treatment centers and group living arrangement facilities.

If the household is interviewed by phone and is:

then:

eligible for expedited SNAP benefits,

or

interviewed on or after the 25th day after the file date for SNAP benefits,

staff must instruct the person to go to the local office and pick up the Lone Star Card  for timely access.

Note: The Lone Star Card should be requested by starter to be mailed if the person is unable to go to the local office. Cancel the mailed card if the recipient later picks up the Lone Star Card in person.
 

determined to be eligible at the interview or pended for missing information and does not meet the above criteria,

staff must inform the person during the interview that their Lone Star Card will be mailed to them within the next week.

Note: If the person has previously been issued a card for the EDG and needs a replacement, they must contact the Lone Star Help Desk for the replacement.

denied at the interview, staff do not request issuance of the Lone Star Card.

If the person meets criteria for in-office issuance, staff:

  • give the person the address and contact information for the local HHSC office based on the household's residential ZIP code using the office locator in the State Portal; and
  • tell the person that the PCH (the AR or other adult household member) must provide proof of identity to pick up a Lone Star Card in person.
     

EBT issuance staff  must:

  • verify through TIERS inquiry that staff conducted an interview;
  • verify the person meets criteria for local office issuance, or criteria for a replacement card;
  • verify the identity of the person receiving the card;
  • issue the Lone Star Card and required materials;
  • make sure the Lone Star Card is registered to the correct EDG number; and
  • follow established security and reconciliation procedures.
     

When pending an application, the staff must explain the following to the person being interviewed:

  • The requested information must be provided, and eligibility determined before TANF cash benefits or SNAP food benefits will be deposited into the EBT account.
  • If they do not already have a Lone Star card, the card will be mailed to the PCH with training materials. They must call the Lone Star Help Desk to register the card or to request a replacement.
  • A PIN selection is necessary to access their EBT account.
  • After receiving a notice of eligibility, the person should call the Lone Star Help Desk to check the food benefit account balance.

Notes:

  • It is important that the applicant understands receipt of a Lone Star Card does not mean the household is eligible for SNAP or TANF, or that SNAP food benefits or TANF cash benefits are currently available in the EBT account.
  • The EBT system may purge the EDG after 90 days if HHSC does not issue benefits. The EBT system may purge the EDG after one year if there are no EBT transactions.

Related Policy
Initial PIN Issuance Procedures for Individuals with Barriers that Prevent PIN Self-Selection, B-234.3

Lone Star Card Replacement, B-235

 

 

B—233.2.3 Reserved for Future Use

Revision 21-2; Effective April 1, 2021

 

 

 

 

B—233.2.4 Applicants Interviewed by Home Visit

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

Interviewing staff can use either of the following procedures to issue a Lone Star Card for an applicant interviewed by home visit. If interviewing another household member or the AR, provide the explanations of the two card issuance options and follow the preferred issuance method.

Lone Star Card Issuance After the Home Visit

When interview staff certify or pend an application at the initial interview with the PCH, explain to the person that:

  • HHSC will mail a Lone Star Card and training material; and
  • after receiving the Lone Star Card, the PCH must call the Lone Star Help Desk to register it.

When interview staff return to the office, they update the case in TIERS and submit a completed Form H1172, EBT Card, PIN and Data Entry Request, to EBT issuance staff to:

  • request mail-out of a Lone Star Card and training material to the PCH; and
  • flag the cardholder record to pend registration.

Interviewing staff may use the card issuance procedure described in the following chart:

Lone Star Card Issuance During the Home Visit

Step Action
1 Check to see if HHSC previously issued a Lone Star Card. If so, write down the personal account number (PAN).
2 Use Form H1173, EBT Card Issuance Log, to log out a Lone Star Card to deliver to the household during the home visit.
3 During the interview, ask the PCH if they still have the Lone Star Card and still remember their PIN.
4 If the PCH has a Lone Star Card and remembers their PIN, then compare the previously recorded PAN to ensure the card is valid. If so, the PCH may continue to use their Lone Star Card and PIN.
5 If the PCH needs an initial Lone Star Card:
  • give the PCH the Lone Star Card;
  • explain that the person must select a PIN through the Lone Star Help Desk;
  • record the PAN on Form H1172 and have the PCH sign Part II; and
  • upon returning to the office, give the completed Form 1172 to EBT issuance staff.

 

 

B—233.3 Issuing Lone Star Cards to EBT Representatives

Revision 15-4; Effective October 1, 2015

 

TANF

A TANF protective payee must come to the office to be issued a Lone Star Card. Exception: If the protective payee is unable to come to the office, issuance staff may mail the Lone Star Card to the protective payee's address indicated by the advisor on Form H1172, EBT Card, PIN and Data Entry Request.

SNAP

Advisors follow the procedures for authorized representatives in B-440, Drug and Alcohol Treatment (D&A)/Group Living Arrangement (GLA) Facilities.

 

 

B—233.4 Issuing Lone Star Cards to Secondary Cardholders

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

When establishing a secondary cardholder at the local office, EBT issuance staff also issue a Lone Star Card to the secondary cardholder. Staff must complete Form H1172, EBT Card, PIN and Data Entry Request, and get the PCH’s authorization for card issuance through the Form SCR, Second Cardholder Request. The secondary cardholder must  provide verification of their identity to get their Lone Star Card.

 

 

B—233.5 Card Registration

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Card registration is a process by which a cardholder requests account access for a new Lone Star Card.

Lone Star Help Desk staff normally completes this procedure and verifies the caller's identity before authorizing access.

A cardholder must register a new Lone Star Card (initial or replacement) by calling the Lone Star Help Desk if the card is:

  • mailed to the cardholder; or
  • given to someone other than the PCH.

Lone Star Cards issued directly to the PCH do not require registration.

 

 

B—233.5.1 EBT Issuance Staff Procedures

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

When policy requires registration for a card that HHSC issues at the local office, EBT issuance staff take the actions in the following chart.

If ... then ...
mailing the card, provide a Lone Star Card mailer with the card.
issuing the card to someone other than the PCH, explain that the PCH must call the Lone Star Help Desk to register the card after receiving the card.

 

 

B—233.5.2 Special Card Registration Procedures

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

Staff must register a PCH 's Lone Star Card if the cardholder has a barrier which prevents the PCH from registering the card through the regular Lone Star Help Desk process.

To complete registration of a Lone Star Card in the local office, the PCH must come to the office, verify their identity, and show their Lone Star Card. Staff must:

  • complete Form H1172 , EBT Card, PIN and Data Entry Request, to authorize registration; and
  • give the completed form to EBT issuance staff to register the card via the EBT system. EBT issuance staff verify that the cardholder has the same card as shown in the EBT system before changing the card status to "activated."

 

 

B—234 Personal Identification Number (PIN) Selection

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

In addition to the Lone Star Card, a cardholder must have a PIN to access benefits in the household's EBT account(s). The cardholder selects their PIN in the local office at card issuance or through the Lone Star Help Desk.

If the cardholder has a barrier that prevents them from selecting a PIN, they may request a pre-assigned PIN from the Lone Star Help Desk. The EBT vendor then mails the cardholder a PIN packet. The cardholder's statement regarding barriers that prevent them from self-selecting a PIN is acceptable.

After initial PIN selection or issuance, a cardholder may select a new PIN at any time by calling the Lone Star Help Desk.

Related Policy

Special Certification Situations, B-240
Drug and Alcohol Treatment (D&A)/Group Living Arrangement (GLA) Facilities, B-440
Residents in Family Violence Shelters, B-450
Prepared Meal Services, B-460
EBT Vendor-Produced Materials, B-280

 

 

 

B—235 Lone Star Card Replacement

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

An EBT vendor or HHSC replaces a Lone Star Card when:

  • a cardholder has an open EBT account; and
  • cannot access the account because the person’s Lone Star Card was lost, stolen or does not work properly.

If a primary or secondary cardholder reports a lost, stolen or not working Lone Star Card, an EBT vendor mails the replacement card to the PCH's TIERS address within two calendar days of the request. If the TIERS address is not current, the Lone Star Help Desk refers the person to 2-1-1 to update the address.

In certain situations, the local office replaces Lone Star Cards. The same policies and procedures for replacing cards for PCHs apply to the secondary cardholders, except that the PCH must go with the secondary cardholder to the local office to authorize the replacement.

When a cardholder contacts the local office to request a Lone Star Card replacement, determine the correct action using the following chart:

If the card ... then ...
does not work, inquire on the EBT system to ensure the card is correctly connected to the account.
was lost or destroyed in a household disaster, replace the card only if the household needs access to its account immediately and cannot wait for a replacement by mail. Verify the disaster per policy.
is lost or stolen, or damaged (and correctly connected to the account) refer the cardholder to the Lone Star Help Desk. The Help Desk freezes the person's Lone Star Card and sends a replacement by mail. *

*Exceptions: EBT issuance staff replace Lone Star Cards via the EBT system for cardholders, including Centralized Benefit Services (CBS) recipients, if the:

  • household is certified for a SNAP application that requires a priority issuance. Interview staff refer the person to EBT issuance staff for an immediate replacement.
  • person cannot get a replacement from the Lone Star Help Desk because the EBT system does not reflect the cardholder's correct biographical information or current mailing address.
  • household does not have a secure mailing address. A local eligibility determination office is not a secure mailing address for this purpose.
  • person has not received a requested replacement from the Lone Star Help Desk within seven calendar days after the order date reflected on the EBT system. EBT issuance staff must identify these replacements on Form H1173, EBT Card Issuance Log, by writing “VR” (Vendor Replacement) under the Replacement Column and report them to the EBT regional coordinator or designee at the end of each month.

SNAP

To reduce trafficking, the EBT vendor tracks the number of replacement cards issued in a 12-month period. After the initial card issuance to a PCH or secondary cardholder, when a household requests four replacement cards within 12 months, the EBT vendor produces a report for the print vendor. The print vendor sends the household an excessive replacement card notice. The notice advises the household that:

  • four replacement cards were issued in a 12-month period; and
  • if the household requests a fifth replacement card, the Office of Inspector General (OIG) will receive notification and may investigate the case.

The notice also gives a reminder of what constitutes trafficking.

The excessive replacement card notice directs households to contact 2-1-1 for any questions about the notice. Remind households inquiring about the notice at local offices of appropriate EBT card use and the penalties for trafficking.

The EBT vendor produces a monthly report for OIG identifying households that request a fifth replacement card.

Related Policy

Secondary Cardholder Established by EBT Issuance Staff, B-232.2
Benefit Issuance on Applications, B-252
Destroyed Food, B-344

 

 

B—236 PIN Replacement

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

If the cardholder reports they forgot their PIN or that the PIN was compromised, refer the cardholder to the Lone Star Help Desk to select a PIN. If the cardholder cannot self-select a PIN after two attempts, a Lone Star Help Desk operator offers to:

  • provide training or assistance in the PIN self-selection process; or
  • mail a PIN packet to the PCH's address if the person has a barrier that prevents them from self-selecting a PIN.

If the cardholder cannot self-select a PIN because incorrect biographical data was entered, the Lone Star Help Desk refers the person to 2-1-1 to correct the biographical data.

Related Policy

EBT Vendor-Produced Materials, B-280

 

 

 

B—237 Reserved for Future Use

Revision 21-3; Effective July 1, 2021

 

 

B—238 Reserved for Future Use

Revision 21-3; Effective July 1, 2021

 

 

 

B—239 Explaining Cardholder Responsibilities

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

HHSC must instruct the cardholder about their rights and responsibilities related to EBT.

 

 

B—239.1 Explanation of Cardholder Responsibilities at Interview

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

Instruct the cardholder to read Form H1185, Important Information About Your Lone Star Card. Ask  the cardholder questions about any EBT issuance procedures the cardholder does not understand. Also explain:

  • Procedures for Lone Star Card issuance and PIN selection to access benefits including:
    • primary cardholder (PCH) and secondary cardholder (including how to establish a secondary cardholder);
    • how access is limited to a person with both the card and the PIN;
    • that there is no charge for using the Lone Star Card for food account purchases; and
    • that to obtain benefits they need to have a card, PIN and available benefits.
  • Timeframes for their initial benefits, if certified, explaining the availability of monthly benefits as specified in Form H1184, Here Is Your Lone Star Card.
  • Methods for how to use the Lone Star Card including how to:
    • make a purchase or cash withdrawal for TANF;
    • check the account balance;
    • identify stores accepting Lone Star Cards;
    • ask store personnel if the store provides TANF cash-back services; and
    • find the TANF cash-back policy.
  • Security for Lone Star Cards, including:
    • how to keep benefits secure;
    • what to do if a card is lost or stolen or the PIN is compromised; and
    • that HHSC will not replace benefits used before a card is reported lost or stolen to the Lone Star Help Desk.
  • Policy for dormant accounts. If the cardholder does not access the EBT account for a limited number of consecutive months, their benefits become dormant. They may still access benefits in their EBT account unless the benefits are expunged.
  • Procedures for moving out of Texas including the:
    • use of the Lone Star Card to access TANF or SNAP benefits at retailers in other states; and
    • recommendation to withdraw all available cash benefits from the cash account before leaving the state.

HHSC may mail a benefit conversion warrant (full month's TANF benefit only) to the household's new address if the:

  • cardholder cannot find a retailer that accepts the Lone Star Card; and
  • the household moved out of state on or after the first of the month but before accessing that month's TANF benefits.

Related Policy

Issuing a Lone Star Card, B-233
Personal Identification Number (PIN) Selection, B-234
Cancelling Benefits in EBT Accounts, B-331
Moves Out of State, B-351
Dormant Account Policy, B-361
Expunged Benefits, B-370

B—239.2 Issuance Staff Requirements for Client Training

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

After receiving a request authorizing an initial Lone Star Card for the PCH, EBT issuance staff take the following actions:

  • Issue and briefly explain the:
    • Lone Star Card;
    • card sleeve;
    • Form H1184, Here Is Your Lone Star Card; and
    • Form SCR, Second Cardholder Request.
  • If issuing the Lone Star Card to someone other than the PCH, explain how to use each item to the person receiving the card.
  • Explain:
    • the importance of saving the last receipt for the current account balance(s);
    • pending card registration, if required;
    • the requirement for the PCH to sign the back of the card;
    • how to protect the card and what to do if it is lost or stolen; and
    • how to protect the PIN and what to do if it is compromised.
  • Advise the person to call the toll-free Lone Star Help Desk at 800-777-7EBT or 800-777-7328 if they have questions or problems accessing benefits.

 

 

B—240 Special Certification Situations

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Advisors follow the procedures in this section for households with special needs.

Related Policy
Drug and Alcohol Treatment (D&A)/Group Living Arrangement (GLA) Facilities, B-440
Residents in Family Violence Shelters, B-450
Prepared Meal Services, B-460

 

 

B—241 Applications Processed by Hospital-Based Advisors

Revision 18-1; Effective January 1, 2018

 

TANF and SNAP

As specified in the regional security procedures, advisors use the following local office procedures for the EBT activities listed:

  • Lone Star Card issuance and PIN self-selection/issuance – use procedures in B-233, Issuing a Lone Star Card, and B-234, Personal Identification Number (PIN) Selection and Issuance; and
  • transmittal of PAN via Form H1172, EBT Card, PIN and Data Entry Request, to issuance staff for data entry.

 

 

B—242 Itinerant Advisor Site

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

As specified in the regional security procedures, use the following local office procedures for the EBT activities listed:

  • Lone Star Card issuance and PIN self-selection/issuance – use procedures in B-233.2.4, Applicants Interviewed by Home Visit; and
  • transmittal of PAN and, if applicable, PIN control number via Form H1172, EBT Card, PIN and Data Entry Request, to issuance staff for data entry.

 

 

B—242.1 Expedited Applications

Revision 18-1; Effective January 1, 2018

 

TANF and SNAP

If the person is entitled to expedited SNAP benefits, staff:

  • issues the Lone Star Card and training material;
  • asks the person to select a PIN through the Lone Star Help Desk AVR or issues a vendor-mailed PIN packet if they have a barrier that prevents them from self-selecting a PIN;
  • obtains the individual's signature on Form H1172, EBT Card, PIN and Data Entry Request, to verify the PAN number of the Lone Star Card; and
  • ensures:
    • the PCH record is created;
    • PAN is entered; and
    • benefits are issued the same day.

 

 

B—242.2 Card/PIN Replacements

Revision 18-1; Effective January 1, 2018

 

TANF and SNAP

If a person served by an itinerant advisor contacts the local office and qualifies for a replacement card and/or PIN from the local office, the person has two options for local office replacement:

  • travel to the nearest eligibility determination office to get the replacement and self-select a PIN using the PIN pad device; or
  • have the advisor bring a replacement during the next visit to the itinerant site. EBT staff records the replacement on Form H1173, EBT Card Issuance and PIN Self-Selection/Issuance Log, with an "R" code in the first column. The EBT clerk must data enter the replacement PAN and/or PCN into the ATA upon the advisor's return to the office.

Note: The person may also choose to obtain the replacement card via the Lone Star Help Desk and/or self-select a PIN through the help-desk AVR.

 

 

B—243 Centralized Benefit Services (CBS) Cases

Revision 15-4; Effective October 1, 2015

 

SNAP

Follow procedures in this section for CBS cases.

Related Policy
Centralized Benefit Services (CBS) Section, B-474

 

 

B—243.1 Centralized Benefit Services (CBS) Case Changes

Revision 15-4; Effective October 1, 2015

 

SNAP

Local office staff must not attempt to:

  • issue benefits on a CBS case;
  • make other changes to a CBS case; or
  • make changes to the biographical data of a CBS individual.

When regional staff dispose a case when a SNAP-Supplemental Security Income (SNAP-SSI) or SNAP-Combined Application Project (SNAP-CAP) EDG is present, TIERS will not allow the advisor to dispose the CBS EDG. A task is generated for CBS staff to dispose the CBS EDG on the same day. If the client has lost SSI benefits, the EDG would no longer be considered SNAP-SSI or SNAP-CAP and can be disposed by non-CBS staff.

 

B—243.2 Initial Lone Star Card and PIN Issuance for New PCHs

Revision 13-3; Effective July 1, 2013

 

SNAP

CBS makes a change on a SNAP EDG requiring a new PCH record when a household:

  • is assigned a new EDG name; or
  • moves in or out of a D&A treatment center or GLA that serves as an AR.

When CBS sends a new Supplemental Nutrition Assistance Program Combined Application Project (SNAP-CAP) PCH record to the EBT system, the EBT vendor responsible for card issuance automatically mails the new cardholder a Lone Star Card, PIN, and training material.

CBS staff also have the capability to send a request through the ATA, which authorizes the EBT vendor to mail a Lone Star Card and EBT training materials (and PIN packet, if desired) to a new PCH.

 

 

B—243.3 Lone Star Card Replacement

Revision 15-4; Effective October 1, 2015

 

SNAP

When a CBS case cardholder requests a Lone Star Card replacement, the individual must call the Lone Star Help Desk to request a replacement by mail.

Exception: CBS individuals may obtain replacement Lone Star Cards in the local office if they meet those replacement criteria. See B-235.1, Lone Star Card Replacement Procedures.

 

 

B—243.4 PIN Replacement

Revision 18-1; Effective January 1, 2018

 

SNAP

When a CBS case cardholder requests a PIN replacement, they must call the Lone Star Help Desk AVR to select a new PIN.

If the cardholder is unable to self-select a PIN after two attempts, a help-desk operator offers to:

  • provide training/assistance in the PIN self-selection process; or
  • mail a PIN packet to the PCH's address if the cardholder has a barrier that prevents them from self-selecting a PIN.

 

 

B—244 Homeless

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

If the office permits homeless individuals to use the local eligibility determination office as their mailing address, the office must follow their regional security procedures to process EBT-related mail. Staff must also advise these individuals to come to the local office if they require a Lone Star Card or PIN replacement.

SNAP

Homeless individuals may use SNAP benefits to purchase prepared meals.  Procedures are included in B-462, Prepared Meals for Homeless.

 

 

B—245 SNAP Applications Filed with the Social Security Administration (SSA)

Revision 13-3; Effective July 1, 2013

 

SNAP

The advisor must follow procedures for phone interviews. See B-233.2.2, Applicants Interviewed by Phone.

 

 

B—250 EBT Benefit Issuance

Revision 05-4; Effective August 1, 2005

 

TANF and SNAP

HHSC credits benefits to the cash or food account by sending a benefit record to the EBT system. This section describes the availability of those benefits for use by the cardholder.

 

 

B—251 Monthly Benefit Issuance Schedule

Revision 20-4; Effective October 1, 2020

 

TANF and SNAP

HHSC sends the files of benefit records for monthly issuances to the EBT system after cutoff each month.

TANF

TANF monthly benefits issued via EBT are available on a staggered basis over the first three days of the month, based on the last number in the EDG number, as follows:

Last digit of TANF EDG number Day
0, 1, 2, 3 1
4, 5, 6 2
7, 8, 9 3

SNAP

For SNAP households certified before June 1, 2020, SNAP monthly benefits are available on a staggered basis over the first 15 days of the month, based on the last number of the EDG number, as follows:

Last digit of the SNAP EDG number Day
0 1
1 3
2 5
3 6
4 7
5 9
6 11
7 12
8 13
9 15

 

For SNAP households certified on or after June 1, 2020, SNAP benefits are issued on a staggered basis between the 16th and 28th day of the month, based on the last two digits of the EDG number:

Last two digits of the SNAP EDG number

Day
00-03 16
04-06 17
07-10 18
11-13 19
14-17 20
18-20 21
21-24 22
25-27 23
28-31 24
32-34 25
35-38 26
39-41 27
42-45 28
46-49 27
50-53 28
54-57 16
58-60 17
61-64 18
65-67 19
68-71 20
72-74 21
75-78 22
79-81 23
82-85 24
86-88 25
89-92 26
93-95 27
96-99 28

Note: SNAP households certified prior to June 1, 2020, will retain their existing issuance schedule based on the date initially certified, even if the EDG has a break in benefits and the household reapplies after June 1, 2020.

 

 

B—252 Benefit Issuance on Applications

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Advisors provide benefits according to the timeliness standards in B-112, Deadlines. Benefit issuances for certified applications are available immediately upon being credited to the account. Benefits requested after cutoff for the next month are available on the first day of the next month, except for SNAP-combined allotments.

SNAP

The advisor may issue EBT SNAP benefits very quickly in situations that meet the HHSC criteria for a priority issuance. Advisors may request priority issuances only for SNAP benefits in three situations:

  • expedited applications,
  • regular applications certified on or after the 25th day, and
  • benefits ordered by a hearing officer decision that requires a priority issuance to meet timeliness requirements.

The system credits benefits to the individual's account within one hour.

 

 

B—253 Methods for Sending Benefit Records

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

A benefit record may be sent two ways to the EBT system. TANF benefit records are sent only from TIERS. SNAP benefit records are normally sent only from TIERS, but priority issuances may also be sent by manual ATA entry.

  1. TIERS — This is the primary method of sending TANF and SNAP benefit records to the EBT system to credit a benefit to the individual's account.
  • Real time interface – credits the account right away, or
  • Overnight batch file – credits the account by the next day.
  1. Manual ATA entry — Use this process only to issue priority SNAP benefits when TIERS is unavailable.

Note: Manual ATA entry must have supervisor approval.

TANF and SNAP

When the advisor certifies an application, the EBT system credits:

  • SNAP priority issuances to the individual's account within one hour after EDG disposition; and
  • TANF benefits and SNAP benefits that are not priority issuances to the individual's account by 8 a.m. CST the day after the EDG is disposed.

 

 

B—254 Benefit Issuance When TIERS Is Unavailable

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Two types of “TIERS unavailable” cases are:

  • TIERS Down – TIERS is completely unavailable and the application/case cannot be accessed.
  • TIERS Read-Only – TIERS is in read-only mode and workers can access TIERS.

When TIERS is Down or is Read-Only, staff must:

  • perform the interview;
  • manually complete essential information on appropriate handbook forms;
  • provide the client with manual notice; and
  • enter information into TIERS Data Collection pages once TIERS becomes available.

 

 

B—254.1 Priority Issuances

Revision 21-2; Effective April 1, 2021

 

SNAP

To issue a Lone Star Card for Priority Issuances  when TIERS is down or is read-only, staff must:

  • obtain the person's signature on Form H1855, Affidavit for Nonreceipt or Destroyed Food Stamp Benefits;
  • complete Form H1175, EBT Change Request, for EBT system entry;
  • receive approval by supervisor and EBT regional coordinator; and
  • image all case-related information and forms.

When TIERS becomes available (fully operational), staff must complete data entry of case information and follow the normal flow for missing information received after an interview.

Staff designated in the regional security procedures must reconcile EBT system benefit record entries.

 

 

B—255 Priority Issuances Using the EBT System

Revision 21-2; Effective April 1, 2021

 

SNAP

To send the benefit record via EBT system data entry, staff:

  • obtain the person's signature on Form H1855, Affidavit for Nonreceipt or Destroyed Food Stamp Benefits;
  • complete Form H1175, EBT Change Request, for EBT system entry; and
  • receive approval by supervisor and EBT regional coordinator.

Staff designated in the regional security procedures must reconcile EBT system benefit record entries.

 

 

B—256 Discrepancies on Benefit Records Sent via the ATA

Revision 15-4; Effective October 1, 2015

 

SNAP

When there is a discrepancy between the benefit records in TIERS and the EBT system, advisors may use the following chart to determine how actions are processed in TIERS and the EBT system:

If the benefit amount reported to TIERS is ... then ...
more than the amount authorized on the ATA, the EBT system updates the household's benefit account to reflect the amount reported in TIERS.
less than the amount authorized on the ATA, TF-07E-01, EBT Reconciliation Exception Report, is produced and sent to the EBT regional coordinators for distribution.

Related Policy
TF-07E-01, EBT Reconciliation Exception, B-262.5
Advisor Action on TF-07E-01, B-262.5.1

 

 

B—260 EBT System

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

The Electronic Benefit Transfer (EBT) system  is a direct access web-based program. Staff, other than the issuance staff, must complete Form H1172, EBT Card, PIN and Data Entry Request, or Form H1175, EBT Change Request, to authorize action in the EBT system.

 

 

B—261 EBT System Functions

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

Designated staff use the EBT system  to perform authorized functions. Since there are multiple functions that can be performed using the EBT system, there are multiple levels of access secured by individual sign-on IDs.

 

 

B—261.1 Issuing a Lone Star Card and PIN or Enabling PIN Self-Selection

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Designated local office staff uses the ATA to issue Lone Star Cards and/or PINs or enable PIN self-selection when:

  • establishing a new PCH,
  • replacing a Lone Star Card and/or PIN, or
  • establishing a secondary cardholder in the local office.

The advisor completes Form H1172, EBT Card, PIN and Data Entry Request, Part I, to:

  • request issuance of a Lone Star Card, and/or
  • indicate that the cardholder will select their PIN, or
  • request issuance of a PIN.

 

B—261.2 Creating a Cardholder Record

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

Staff complete Form H1172, EBT Card, PIN and Data Entry Request, to establish a primary cardholder record via the EBT system.

 

 

B—261.3 Splitting and Merging Primary Cardholder Records

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

EBT regional coordinators  use the EBT system  to split PCH records when EBT accounts  are incorrectly linked.

EBT accounts may be incorrectly linked when staff fails to reassign the EDG name to the current head of household from the previous one.  As a result, the EBT system links the both EDGs belonging to two different people under one account. 

Staff complete Form H1175, EBT Change Request to request that a EBT regional coordinator separate the incorrectly linked accounts.

EBT local office site and regional coordinators use the EBT system to merge PCH records when the EBT system cannot link them because of discrepancies in the cardholder's biographical data.

Discrepancies may occur in the cardholder's biographical data when staff do not correctly match the name, date of birth (DOB), sex, or SSN on a person's TANF and SNAP EDG numbers. As a result, the EBT system cannot merge the two PCH records into one record with a link to both accounts and a merge is required to allow individual access to both benefits on the same EBT card.

If the person wants to use one card to access both accounts, staff complete Form H1175, EBT Change Request, to authorize the merge. When the cardholder has one card for the cash account and another for the food account before the merge, the EBT system user indicates which card the person wants to use. After completing the merge, the EBT system automatically disables the card not chosen, and it must be destroyed.

 

 

B—261.4 Updating a Primary Cardholder Record

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

EBT issuance staff use the EBT system  to update the PCH  record. This can happen when the current PCH passes away and the PCH record needs to be updated to the current head of household.

Staff complete Form H1175, EBT Change Request to authorize the PCH record update via the EBT system.

 

 

B—261.5 Creating a SNAP Benefit Record

Revision 21-2; Effective April 1, 2021

 

SNAP

HHSC strictly limits the direct entry of SNAP benefit authorization in the EBT system when TIERS is unavailable, preventing the timely issuance of priority SNAP benefits.

Staff must complete Form H1175, EBT Change Request to authorize benefit data entry into the EBT system following established sign-off procedures.

EBT Regional Coordinators complete EBT system data entry only after receipt of Form H1175.

 

 

B—261.6 Performing EBT System Inquiry

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

Designated local office staff use the EBT system to perform benefit record inquiry or to validate that a Lone Star Card  is active. Staff view the EBT Card Details page to confirm if there is a previously issued Lone Star Card associated with the EDG.

Designated regional staff use the EBT system to perform transaction history inquiry.

 

 

B—261.7 Changing an EDG Number

Revision 18-1; Effective January 1, 2018

 

TANF and SNAP

EDG numbers cannot be changed, but multiple EDGs can be entered and connected to the same card.

 

 

B—261.8 Pending Card Registration

Revision 21-2; Effective April 1, 2021

 

TANF and SNAP

Staff pend the Lone Star card registration using Form H1172, EBT Card, PIN and Data Entry Request, and in the EBT system  when: 

  • issuing a card to someone other than the PCH; or
  • mailing a card.

 

 

B—261.9 Reactivating a Lone Star Card

Revision 15-4; Effective October 1, 2015

 

TANF and SNAP

Lone Star Help Desk staff or designated local office staff uses the ATA to reset the PIN count and reactivate a card that was deactivated because the cardholder entered the wrong PIN five times in a 24-hour period.

 

 

B—262 Reconciliation

Revision 01-7; Effective October 1, 2001

 

This section provides general information about reconciliation. For details, see the Security and Accountability Handbook.

 

 

B—262.1 Reconciling Administrative Terminal Application (ATA) Benefit Records to Forms H1175

Revision 15-4; Effective October 1, 2015

 

SNAP

Each day EBT staff designated in the regional security procedures prints the local Administrative Terminal Report. This report contains a list of benefit records manually entered on the ATA, sorted by ATA user. A designated individual(s) must check these entries against Form H1175, Authorization for Administrative Terminal Application Action, on a daily basis to ensure accuracy.

 

 

B—262.2 Reconciling Benefit Records

Revision 14-2; Effective April 1, 2014

 

SNAP

Each day EBT staff use the list of benefit issuances on the Administrative Terminal Report to reconcile the ATA benefit record entries with Form H1175, Authorization for Administrative Terminal Application Action, within five days to correspond to the benefit records sent via the ATA, state office sends exception reports (TF-07E-01/TG-37E-1) to field offices to clear within established time frames. Regional monitoring and tracking procedures apply.

To avoid exception reports, EBT staff must ensure that advisors report issuances via TIERS within three working days.

 

 

B—262.3 Reconciling ATA Card Issuances to Form H1172

Revision 01-7; Effective October 1, 2001

 

TANF and SNAP

Each day, designated staff uses the list of card issuances on the Administrative Terminal Report to reconcile cards issued with Form H1172, EBT Card, PIN and Data Entry Request.

If the office has problems reconciling these, staff report the problem to the supervisor and to the regional EBT security staff, if necessary, to complete reconciliation.

 

 

B—262.4 TF-36, More Than One SNAP Benefit Authorized

Revision 13-3; Effective July 1, 2013

 

SNAP

After all issuances for a benefit month have been reconciled, state office produces TF-36 and sends copies to the Fiscal Division and the regional director.

 

 

B—262.4.1 Advisor Action on TF-36

Revision 15-4; Effective October 1, 2015

 

SNAP

Advisors review each SNAP EDG listed on the report to determine how the duplicate issuance occurred (individual error, suspected fraud, coding error), and if applicable, whether the household correctly completed Form H1855, Affidavit for Nonreceipt or Destroyed Food Stamp Benefits, before the duplicate issuance.

If there is an overpayment and ... then ...
a signed Form H1855, submit Form H4834, Individual or Recipient Provider Fraud Referral/Status Report, with the original Form H1855 to the regional Office of Program Integrity, Claims Investigation.
no signed Form H1855, initiate a nonfraud recovery. Refer to B-730, How to File an Overpayment Referral.

After each multiple issuance is reviewed, report individual case findings and recovery actions to the regional TF-36 coordinator.

 

 

B—262.5 TF-07E-01, EBT Reconciliation Exception

Revision 14-2; Effective April 1, 2014

 

SNAP

When an ATA issuance cannot be reconciled with the TIERS database, state office generates and sends a TF-07E-01 to the supervisor of the employee who processed the last case action. This report serves as the clearance document to report case findings and actions taken.

 

 

B—262.5.1 Advisor Action on TF-07E-01

Revision 15-4; Effective October 1, 2015

 

SNAP

Advisors check the case record to determine:

  • the reason for the reconciliation exception, and
  • whether the amount of benefits provided to the household is correct.
If the amount of benefits is incorrect because of an ... then ...
overpayment, initiate recovery. See B-730, How to File an Overpayment Referral.
underpayment, restore benefits. See B-800, Restored Benefits.

 

 

B—263 Security

Revision 21-3; Effective July 1, 2021

 

TANF and SNAP

Only authorized staff with special permissions can enter data in the EBT system. Staff are designated by office. They must ensure that all information remains confidential.

The level of user access is determined by the individual user’s sign-on ID. Designated employees have authorizations that allow updates to all or part of the system. Other users have inquiry access only.

 

 

B—270 Management of Automation Processes

Revision 13-3; Effective July 1, 2013

 

The EBT regional coordinator for each region reviews information for each user on a monthly basis and provides verification to Lone Star Business Services by the 15th of each month.

 

 

B—280 EBT Vendor-Produced Materials

Revision 21-1; Effective July 1, 2021

 

TANF and SNAP

An EBT vendor provides most EBT-related materials, including:

  • Lone Star Cards;
  • Lone Star Card mailers;
  • Lone Star Card sleeves;
  • Form H1184, Here Is Your Lone Star Card;
  • Form H1185, Important Information About Your Lone Star Card; and
  • Form SCR, Secondary Cardholder Request.

To order items produced by the EBT vendor, designated local office staff complete a request for Lone Star materials and send it to the EBT Coordinator  for secure and non-secure items.

The EBT Coordinator or authorized regional staff submit the order request to the EBT vendor.