Revision 21-4; Effective October 1, 2021
TANF and SNAP
HHSC issues benefits by EBT and contracts with one or more vendors who perform EBT functions.
When an interview staff certify a household, HHSC establishes and deposits benefits in the household's EBT account(s). EBT issuance staff issues a Lone Star Card to the recipient or their representative. These cardholders access benefits using the card with a Personal Account Number (PAN) and a Personal Identification Number (PIN).
The EBT process includes:
- establishing a primary cardholder and EBT account(s);
- establishing a secondary cardholder, if requested;
- issuing a Lone Star Card;
- selecting a PIN;
- replacing a card, if required; and
- training cardholders with Form H1185, Important Information About Your Lone Star Card.
Related Policy
Establishing a Secondary Cardholder, B-232
Issuing a Lone Star Card, B-233
Personal Identification Number (PIN) Selection, B-234
B—231 Establishing the Primary Cardholder (PCH)
Revision 21-4; Effective October 1, 2021
TANF and SNAP
The PCH is the household member or person designated to have primary responsibility for security and access to the household's benefits in the EBT account. Staff establish the case name as the PCH, even if the person 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 recipient is a resident of a drug and alcohol (D&A) treatment or group living arrangement (GLA) facility and the D&A or GLA facility is the person'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 21-4; Effective October 1, 2021
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 interview staff:
- certify a TANF or SNAP application;
- change an EDG name;
- add, delete, or change a TANF protective payee or representative payee; or
- add, delete, or change the SNAP AR for a D&A or GLA facility.
Note: If staff change the SNAP AR type from a person to a D&A or GLA facility, the AR becomes the PCH.
Staff 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 TANF.
Related Policy
Drug and Alcohol Treatment (D&A) or Group Living Arrangement (GLA) Facilities, B-440
B—231.2 Establishing a PCH Record and an EBT Account
Revision 21-4; Effective October 1, 2021
TANF and SNAP
Interview staff must send a PCH record to the EBT system to establish a benefit account in the cardholder's name. Interview staff must establish the benefit account before EBT issuance staff can issue a Lone Star Card with a Personal Account Number (PAN).
B—231.3 Sending a New PCH Record
Revision 21-4; Effective October 1, 2021
TANF and SNAP
To establish an account, TIERS sends the new PCH record to the EBT system 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.
PCH Determination Chart
| 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 21-4; Effective October 1, 2021
TANF and SNAP
TIERS updates existing PCH records on active cases any time staff change the cardholder's biographical data or address and complete the Benefit Issuance Logical Unit of Work (LUW). The EBT system receives an update file sent from TIERS overnight that updates the record the next day.
Note: Staff may initiate action to merge PCH records via the EBT System when a household's TANF and SNAP PCH record information fails to match.
Related Policy
Splitting and Merging Primary Cardholder Records, B-261.3
B—232 Establishing a Secondary Cardholder
Revision 21-4; Effective October 1, 2021
TANF and SNAP
Staff establish a secondary cardholder only after HHSC certifies an application.
Exception: If staff certify a person for one program and pend the other, the person 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 two methods may be used to establish a secondary cardholder:
- the PCH requests it via the Lone Star Help Desk; or
- the PCH requests it from the EBT issuance staff.
Only the PCH may authorize a secondary cardholder, except in the emergency situations when secondary cardholders are established by interview staff.
Employees involved in certification or issuance may serve as a secondary cardholder on another household's account only if the supervisor gives written approval.
Related Policy
Secondary Cardholders Established by Interview Staff, B-232.3
B—232.1 Secondary Cardholder Established by the Lone Star Help Desk
Revision 21-4; Effective October 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, the EBT vendor staff mails 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 21-4; Effective October 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. Interview staff complete the EBT issuance request in TIERS. 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 21-4; Effective October 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 the EBT issuance request in TIERS to notify EBT issuance staff to establish a secondary cardholder record in the EBT system.
B—233 Issuing a Lone Star Card
Revision 21-4; Effective October 1, 2021
TANF and SNAP
Staff request 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, interview staff may request Lone Star Card issuance immediately after the interview.
Exception: When staff interview 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.
Related Policy
Applicants Interviewed by Phone, B-233.2.2
Special Certification Situations, B-240
Drug and Alcohol Treatment (D&A) or 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 21-4; Effective October 1, 2021
TANF and SNAP
A Lone Star Card from a previous certification when the person was the PCH may be used. If the person has an active card for the EDG in their possession, use their PAN in the EBT LUW for benefit issuance.
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 21-4; Effective October 1, 2021
TANF and SNAP
To issue a Lone Star Card, staff:
- request the EBT card issuance in TIERS or by using Form H1172, EBT Card, PIN and Data Entry Request; and
- if necessary, refer the PCH to EBT issuance staff.
Note: If staff interview someone other than the PCH and certify or pend the application at the initial interview, they must request EBT card issuance in TIERS for the EBT issuance staff to:
- issue 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 21-4; Effective October 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 request a mail-out EBT card issuance in TIERS. Inform the person to call the Lone Star Help Desk when they receive their card to complete 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 vendor mail-out of a Lone Star Card and training material to the PCH; and
- flag the cardholder record to pend card registration.
Related Policy
Explanation of Cardholder Responsibilities at Interview, B-239.1
Explanation of Cardholder Responsibilities at Issuance, B-239.2
B—233.2.2 Applicants Interviewed by Phone
Revision 21-4; Effective October 1, 2021
TANF and SNAP
If staff interview a household by phone and the EBT LUW 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 AR for residents of D&A and GLA 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 inform the person of the option to pick up the Lone Star Card in the local office, if they desire. Note: The Lone Star Card is mailed by the starter. 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 inform the person that their Lone Star Card will be mailed to them. |
| denied at the interview, | staff do not request issuance of the Lone Star Card. |
Note: If the person has an active card for the EDG and needs a replacement, they must contact the Lone Star Help Desk for the replacement unless they qualify for expedite or a disaster has been verified and they meet the replacement card criteria.
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 training 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.
- PIN selection is necessary to access their EBT account.
- After receiving a notice of eligibility, the person should call the Lone Star Help Desk or login to their YourTexasBenefits.com account to check their 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 one year if there are no EBT transactions.
Related Policy
When to Reuse a Lone Star Card, B-233.1
Personal Identification Number (PIN) Selection, B-234
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 21-4; Effective October 1, 2021
TANF and SNAP
Interview 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 request card issuance. EBT issuance staff:
- request vendor mail-out of a Lone Star Card and training material to the PCH; and
- flag the cardholder record to pend registration.
| Step | Action |
|---|---|
| Interviewing staff may use the card issuance procedure described in the following chart: | |
| 1 | Check to see if HHSC previously issued a Lone Star Card. If so, write down the 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. If the PCH has a Lone Star Card and does not remember their PIN, they may contact the Lone Star Help Desk to reset their PIN and continue using their Lone Star Card. |
| 5 | If the PCH needs an initial Lone Star Card:
|
B—233.3 Issuing Lone Star Cards to EBT Representatives
Revision 21-4; Effective October 1, 2021
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, EBT issuance staff may mail the Lone Star Card to the protective payee's address indicated in TIERS.
SNAP
Advisors follow the procedures for authorized representatives in D&A or GLA Facilities.
Related Policy
Drug and Alcohol Treatment (D&A) or Group Living Arrangement (GLA) Facilities, B-440
B—233.4 Issuing Lone Star Cards to Secondary Cardholders
Revision 21-4; Effective October 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 request EBT card issuance and get the PCH’s authorization for card issuance through the Form SCR, Secondary Cardholder Request. The secondary cardholder must provide verification of their identity to get their Lone Star Card.
B—233.5 Card Registration
Revision 21-4; Effective October 1, 2021
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 complete this procedure and verify 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 card registration if the PIN is selected in the local office.
B—234 Personal Identification Number (PIN) Selection
Revision 21-4; Effective October 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.
Note: Lone Star Cards that were deactivated because the cardholder entered the wrong PIN five times in a day are reactivated automatically at midnight.
Related Policy
Special Certification Situations, B-240
EBT Vendor-Produced Materials, B-280
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—235 Lone Star Card Replacement
Revision 21-4; Effective October 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 chart below:
Replacement Card Criteria
| 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 21-4; Effective October 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.
- A cardholder may still access benefits in their EBT account unless the benefits are expunged due to inactivity.
- 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 21-4; Effective October 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, Secondary 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.