Department of Health and Human Services

Office for Family Independence

Food Supplement Program (FSP)
Operating Memorandum (OM): 1!"
Date: #une "$% "&1
EBT Photo Card
Note: This is an addition to OM 11-!
"nter#ie$ Noti%i&ation Pro&edures and
Clari%i&ation o% Closure Noti&es! and is spe&i%i&
to the EBT Photo "' Pro&ess
Purpose: 'ffective #uly 1% "&1 placement of photos on '() *enefit cards +ill *e
implemented in all DHHS offices, )he purpose of this guidance is to give direction to staff on
the implementation of the '() photo card initiative,
Pro&edure:
1( E)pe&tations o% *egional O%%i&es:
-egional offices +ill esta*lish a process +here*y all cardholders +ho come into
the office +ill *e offered the opportunity to update to a photo '() card, If a
cardholder refuses a photo '()% their card +ill *e replaced +ith a ne+ card that
has a ./o 0hoto1 indicator,
o Staff shall enter a complete case note starting +ith the follo+ing te2t:
.-efused photo, -eason:33333331
o Staff shall refer the names and .41 num*ers of case heads +ho refused to
have their photos ta5en to 0rogram 4dministrators +ho +ill for+ard this
information to 6elly Mills at 7entral Office% on a +ee5ly *asis,
4 selected population% identified *y printout% +ill *e re8uired to have a face!to!
face intervie+ unless they already have a photo ID card,
"mportant note: Sta%% is e)pe&ted to ensure that their mailing address is
updated at that time(
Offices are e2pected to have esta*lished procedures and staffing to ensure that
individuals are moved through the photo process 8uic5ly,
Staff is e2pected to use scripted materials to ensure consistent communication
regarding the '() 0hoto process,
1
'ach office has dedicated space for the capture of the photo for '() cards,
Sufficient staff +ill *e trained on the photo capture process to ensure coverage,
Call Centers:
o 'ffective #uly 1% "&1% seven of the larger offices +ill *e on a consolidated
call center,
If a recipient calls into the call center and tells the call center agent
they are not a*le to attend their scheduled intervie+% the agent +ill
inform them to come into the regional office anytime *et+een 9
am and $ pm to complete the intervie+ process,
)hey are told that if they do not do this *y the scheduled date of
their intervie+% they +ill receive a letter stating that they are
responsi*le for completing the intervie+ process,
( Timing o% EBT Photo Card "ssuan&es:
0hotos +ill not *e ta5en at the time of application, If a ne+ applicant is eligi*le
they +ill receive an '() card +ithout a photo, )heir card +ill *e updated upon
their first re!determination (revie+),
'() photos +ill *e ta5en at the time of re!determination (revie+)% during their
face!to!face intervie+,
7ase heads of selected households +ill *e scheduled for face!to!face intervie+s in the
regional offices, )hey +ill not *e given an option for a phone intervie+,
)o assist +ith scheduling% a report +ill *e provided that identifies households that
need a face!to!face intervie+,
)he case +ill *e case!noted stating :Face to Face intervie+ scheduled,; )his +ill
8uic5ly identify this case as needing a face to face intervie+ if the client calls the call
center or local office,
*e+uired te)t %or the appointment letter:
In 47'S use the free!form letter% pasting in the follo+ing te2t:
***
The review process for Food Supplement requires that an
interview is completed.
For your review, an appointment has been scheduled for
you for a face to face interview:
Date:
"
Time:
Location:
You will need to contact the above number if you cannot
make this appointment. It is your responsibility to re-
schedule if you miss this interview, which could cause
benefits to be denied or closed.
,( "nter#ie$
4t the time of the intervie+% the case head +ill *e informed that he<she needs to
replace their current '() card +ith a photo '() card,
Failure to attend an intervie+: if a case head does not come in for the scheduled
face!to!face intervie+% he<she +ill *e sent a /otice of Missed Intervie+ (/OMI),
Staff shall use the free!form letter and the follo+ing te2t, If the household does
not contact% deny% using appropriate time frames in policy FS!"""! page ":
*e+uired te)t %or the NOM":
In 47'S use the free!form letter% pasting in the follo+ing te2t:
---
.0reviously% you +ere scheduled for a face!to!face intervie+ appointment,
=ou failed to complete this intervie+( It is your responsi*ility to re!schedule this
intervie+> failure to do so could cause *enefits to *e denied or closed,1
.( *e&eipt o% the EBT Photo Card:
)he ne+ photo '() card +ill *e sent to the recipient from our central '()
operation% as they are currently,
)he recipient +ill *e given information a*out ho+ this card replacement process
+or5s and +hat they need to do to activate their ne+ card,
o Once the card is received it +ill need to *e activated *y the recipient%
calling the automated '() line, -ecipients +ill *e encouraged to activate
their ne+ card immediately,
Once the ne+ card is activated% the old card +ill no longer +or5,
-ecipients +ill have a ?!day +indo+ to activate their card, If
they do not activate their ne+ card% their original '() card and
their ne+ card +ill cease to +or5, -ecipients +ill then need to
contact the local OFI office to re8uest a ne+ '() card, 4t that
time a ne+ photo card +ill *e re!issued from 7entral Office,
$