An official State of Texas website.
Revision 23-3; Effective July 1, 2023
TANF and SNAP
HHSC issues benefits by EBT and contracts with one or more vendors who perform EBT functions.
When interview staff certify a household, HHSC establishes and deposits benefits in the household's EBT account(s). EBT issuance staff issue 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 (PCH) and EBT account(s);
- establishing a secondary cardholder (SCH), if requested;
- issuing a Lone Star Card;
- pending card registration or allowing the household to select a PIN;
- replacing a card, if required; and
- providing a card sleeve, Form H1184 , Here is Your Lone Star Card, and Form H1185, Important Information About Your Lone Star Card.
Related Policy
Establishing a Secondary Cardholder, B-232
Issuing a Lone Star Card, B-233
PIN Selection, B-234
B—231 Establishing the Primary Cardholder (PCH)
Revision 23-3; Effective July 1, 2023
TANF and SNAP
The PCH is the head of household (HOH) with the primary responsibility of security and access to the household's benefits in the EBT account. Staff establish the HOH as the PCH, even if the person is a disqualified member.
The HOH must act as the PCH except in the following situations:
- If the TANF Eligibility Determination Group (EDG) lists a protective payee or representative payee, establish this person as the PCH.
- If a SNAP recipient lives as a resident in a drug and alcohol (D&A) treatment or group living arrangement (GLA) facility, and the D&A or GLA facility acts as the person's authorized representative (AR), establish the facility AR as the PCH.
| If the TANF and SNAP EDGs have... | then... |
|---|---|
| the same EDG name, | establish the HOH 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, | establish each EDG name as the PCH for the EBT account associated with their EDG. |
To establish an EBT account, TIERS sends the new PCH record to the EBT system using real time interface or batch file. If the EBT system receives a benefit record before the PCH record, the EBT system uses the benefit record to create a PCH record. TIERS sends PCH records to the EBT system when staff:
- certify or pend a TANF or SNAP application; and
- change an EDG name, including when:
- adding, removing, or changing a TANF protective payee or representative payee; or
- adding, removing, or changing the SNAP AR for a D&A or GLA facility. Note: Staff must update the alternate payee information in TIERS to change the PCH record for an AR in the EBT system.
Staff complete Part II of Form H1175, EBT Change Request, to change the PCH on a denied EDG or when TIERS cannot send the record due to automation problems.
Note: Do not send a PCH record when pending the TANF or SNAP application due to a missed appointment.
TIERS updates existing PCH records on active cases any time staff change the cardholder's biographical data or address and complete the Issuance Logical Unit of Work (LUW). The EBT system receives an overnight file from TIERS that updates the PCH record the next day.
To change the cardholder’s biographical data in the EBT system, staff complete a modify request in the EBT Details LUW in TIERS. If the TIERS system is offline and the household meets same-day service issuance criteria, staff must complete Part II of the Form H1175.
Staff complete Part IV of Form H1175 to merge PCH records via the EBT system when a household's TANF and SNAP PCH record information fails to match.
Related Policy
Protective Payee, A-171
Who Is Not Included, A-222
Splitting and Merging Primary Cardholder Records, B-261.3
Drug and Alcohol Treatment (D&A) or Group Living Arrangement (GLA) Facilities, B-440
B—232 Establishing a Secondary Cardholder
Revision 23-3; Effective July 1, 2023
TANF and SNAP
The PCH can establish an SCH only after HHSC certifies the household’s application.
Exception: If staff certify a person for one program and pend the other, the person may authorize a different SCH for each program’s benefit account.
The PCH may authorize:
- an SCH for only one benefit account;
- a different SCH for each benefit account; or
- the same person as the SCH for both the cash account and the food account.
After certification, the PCH can add, remove or change an SCH by calling the Lone Star Help Desk or going to an HHSC local office.
To establish an SCH in an HHSC local office, 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 must ensure the Form SCR is completed and signed by both the PCH and the SCH before completing the Form H1172, EBT Card, PIN and Data Entry Request, and notifying EBT issuance staff to establish an SCH record in the EBT system and complete card issuance.
With supervisory approval in emergency situations, establish account access for an SCH if:
- the household needs to establish an SCH; and
- the PCH cannot complete and sign Form SCR for reasons such as age, death, disability, distance to an HHSC local office or inability to appoint an AR.
After supervisory approval, staff get a completed Form SCR signed by another responsible household member. If there are no other responsible household members, staff get a completed Form SCR from the AR, if previously established. If there are no other responsible household members nor an established AR, staff and the supervisor sign below the SCH’s signature, issue the card to the SCH, and document the emergency and inability of the PCH, responsible household member and AR to sign the Form SCR in the case record.
Related Policy
Prudent Person Principle, A-137
Questionable Information, C-920
B—232.1 Secondary Cardholder Established by the Lone Star Help Desk
Revision 23-3; Effective July 1, 2023
TANF and SNAP
A PCH may contact the Lone Star Help Desk any time after certification to add, remove, or change an SCH.
When the Lone Star Help Desk receives a request to add or change an SCH, they mail Form SCR, Secondary Cardholder Request, to the PCH. The PCH must complete and sign the form, get the SCH's signature, and return the form to the EBT vendor to authorize the SCH.
After receiving the completed Form SCR, EBT vendor staff mail the SCH's Lone Star Card to the PCH. The PCH must give the card to the SCH. The SCH must contact the Lone Star Help Desk to authenticate their identity and complete card registration.
When a PCH requests to remove an SCH, the Lone Star Help Desk deactivates the second card immediately.
B—233 Issuing a Lone Star Card
Revision 23-3; Effective July 1, 2023
TANF and SNAP
Staff request Lone Star Card issuance in TIERS when:
- pending or certifying a SNAP or TANF application;
- establishing a new PCH record; or
- establishing an SCH in an HHSC local office.
If the household was mailed a card and instead picks up a card in an HHSC local office, cancel the mailed card. If the Lone Star Card is mailed or issued in-office to someone other than the PCH, pend card registration to require the PCH to authenticate their identity and select a PIN before using their Lone Star Card. Lone Star Cards issued directly to the cardholder in the HHSC local office do not require card registration if the PIN is selected on the PIN pad.
The cardholder should keep their Lone Star Card, even if the household no longer receives a monthly SNAP allotment. If the household meets eligibility for benefit issuance in the future, it allows them to quickly access their EBT account.
Issuing a Card When Pending the Application
When pending an application for more verification, request card issuance by vendor mail-out or in-office, as appropriate, and explain the following to the person being interviewed:
- The household must provide the requested information and be determined eligible for SNAP or TANF before HHSC deposits benefits into their EBT account.
- If the household does not already have a Lone Star Card, the vendor mails the card to the PCH with EBT training materials.
- The household receiving a Lone Star Card does not mean they meet eligibility for benefits or have access to benefits in the EBT account.
- The PCH must call the Lone Star Help Desk when they receive their Lone Star Card to complete card registration by authenticating their identity and selecting a PIN.
- After receiving a notice of eligibility, the person should call the Lone Star Help Desk, login to their Your Texas Benefits mobile app to manage their EBT account.
Note: If staff pend the application for verification of ID, request card issuance by vendor mail-out and pend card registration to require the PCH to authenticate their identity before using their Lone Star Card.
Issuing a Card in an HHSC Local Office
A TANF protective payee or representative payee and D&A or GLA facility PCHs must come to the office to be issued a Lone Star Card. If the TANF protective or representative payee cannot come to the office, staff may request a vendor mail-out and pend card registration.
When issuing Lone Star Cards in the office, EBT issuance staff must:
- verify through TIERS inquiry that staff conducted an interview;
- verify the person meets criteria for in-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;
- register the Lone Star Card to the correct EDG number; and
- follow established security and reconciliation procedures.
Issuing a Card During a Phone Interview
If the household completes the interview by phone and the EBT LUW shows no available card for the EDG, staff request card issuance using the following table.
Table: Issuing a Lone Star Card During a Phone Interview
| If the household interviews by phone and is: | then: |
|---|---|
| inform the person of the option to pick-up their Lone Star Card in the HHSC local office. |
| inform the person that they will receive their Lone Star Card by mail. |
| do not request card issuance. |
Issuing a Card During a Home Visit
If staff complete the interview during a home visit, a Lone Star Card may be issued during or after the home visit. If issuing a card after a home visit, request card issuance by vendor mail-out and pend card registration. If issuing a card during a home visit, staff complete the steps in the following table.
Table: Lone Star Card Issuance During the Home Visit
| Step | Action |
|---|---|
| 1 | Interview staff check to see if HHSC previously issued a Lone Star Card. If so, write down the PAN and provide the household with the active card’s PAN during the home visit . |
| 2 | Interview staff request card issuance from HHSC local office issuance staff by completing Part I of the Form H1172 , EBT Card, PIN and Data Entry Request. |
| 3 | HHSC local office issuance staff complete Part II of the Form H1172 and log out a Lone Star Card using Form H1173, EBT Card Issuance Log, ensuring an EBT card can be provided to the household during the home visit. |
| 4 | HHSC local office issuance staff sign the Form H1172, get the interviewer’s signature on the Form H1172, and retain their own copy of the Form H1172 until the interviewer returns from the home visit. |
| 5 | During the home visit, interview staff ask the PCH, responsible household member or AR if the household has a Lone Star Card and PIN.
|
| 6 | If interview staff provide the household with the Lone Star Card logged out on the Form H1173 during Step 2, interview staff must:
|
| 7 | If the household received a Lone Star Card during a home visit, HHSC local office issuance staff must receive a completed Form H1172 from interview staff the same day. If the household did not receive a Lone Star Card during a home visit, HHSC local office issuance staff must:
|
Related Policy
PIN Selection, B-234
Lone Star Card Replacements, B-235
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—234 PIN Selection
Revision 23-3; Effective July 1, 2023
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 about 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 or accessing their Your Texas Benefits mobile app.
Note: Lone Star Cards deactivated because the wrong PIN was entered five times in one 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) or Group Living Arrangement (GLA) Facilities, B-440
Residents in Family Violence Shelters, B-450
Prepared Meal Services, B-460
B—235 Lone Star Card Replacements
Revision 23-3; Effective July 1, 2023
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 PCH or SCH reports a lost, stolen or not working Lone Star Card, the EBT vendor mails a 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 household’s mailing or issuance address.
In certain situations, the HHSC 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 HHSC local office to authorize the replacement.
When a cardholder contacts the HHSC 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 their account immediately and cannot wait for a replacement by mail from the Lone Star Help Desk. |
| is lost or stolen, or damaged (and correctly connected to the account) | refer the cardholder to the Lone Star Help Desk. The Help Desk cancels the person's Lone Star Card and sends a replacement by mail.* The cardholder can also freeze and unfreeze their Lone Star Card using their YourTexasBenefits.com account. |
| has unauthorized transactions, | replace the card and have the household select a new PIN only if the household has not requested a replacement card by mail through the Lone Star Help Desk or their Your Texas Benefits mobile app. |
*Exceptions: EBT issuance staff replace Lone Star Cards in the HHSC local office by 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.
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:
- they received four replacement cards in a 12-month period; and
- if the household requests a fifth replacement card, the Office of Inspector General (OIG) receives notification and may investigate their household.
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
Establishing a Secondary Cardholder, B-232.2
Benefit Issuance on Applications, B-252
Destroyed Food Replacements, 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 PCH Replacements
Revision 23-3; Effective July 1, 2023
TANF and SNAP
When benefits remain in an EBT account and the PCH, other responsible household member or AR is not able or available to access the benefits, staff may use the following table to determine when they may establish a new PCH.
Table: Determining a New PCH
| Step | Question | Action |
|---|---|---|
| 1 | Did the only household member with account access die, is absent temporarily, become incapacitated or abandon the child? |
|
| 2 | Is there another responsible household member who may be established as the PCH? |
|
| 3 | Is the child in the care of another person? |
|
Related Policy
Issuing a Lone Star Card, B-233
PIN Selection, B-234
Lone Star Card Replacements, B-235
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.