Section 218-RICR-20-00-1.16 - Electronic Benefit Transfer (EBT)A. Electronic Benefit Transfer (EBT) is an electronic system which allows recipients to authorize transfer of their SNAP benefits from an EBT account to a retailer account to pay for food products.1. Eligible SNAP households access their EBT SNAP benefits by using a plastic RI EBT card along with a personal identification number (PIN) at point of sale (POS) terminals that display the NYCE or QUEST logos. a. In order to use an RI EBT card, the cardholder must also use a secret four (4) digit number known as a personal identification number or PIN.(1) The cardholder selects a PIN by calling the Rhode Island Customer Service Line at 1-888-979-9939.(2) When using an RI EBT card, the cardholder is allowed four (4) attempts to enter the correct PIN. (AA) On the fifth (5th) try, the cardholder is locked out of the EBT system until the next day.(BB) However, the card is not confiscated. Cardholders must call the Rhode Island Customer Service Line at 1-888-979-9939 for assistance.b. Electronically, the processor verifies the PIN and the account balance and sends an authorization or denial back to the retailer.c. If approved, the recipient's account is then debited for the amount of the purchase.d. No fee is charged when SNAP benefits are accessed at POS terminals and no limit is placed on the number of POS transactions in a month.2. Recipients who receive both RI Works (RIW) cash benefits and SNAP benefits receive one (1) RI EBT card to access both benefits however, the benefits are maintained in separate EBT accounts.3. In two (2) parent families, a card is issued to one (1) parent and another card may be issued to the other parent as an authorized representative.4. RI EBT cards are issued in all DHS offices.5. Benefits are issued on the first (1st) of each month and are accessible beginning at 5:00 a.m. on that date with no weekend or holiday delays.6. The amount of SNAP benefits for which a household is eligible is calculated pursuant to policies set forth in in this manual.a. Disputes regarding the amount of SNAP benefits for which a household is eligible are handled pursuant to policies in DHS General Provisions Manual.b. Disputes regarding recipients' EBT SNAP account balances are handled by the Rhode Island Customer Service Line at 1-888-979-9939. (1) The Help Line is open twenty-four (24) hours a day, seven (7) days a week and cardholders can view their SNAP benefit balance and prior transactions online at www.ebtedge.com.7. SNAP EBT benefits which are accessed through the use of a RI EBT card and personal identification number (PIN) are not replaced.a. It is the responsibility of the recipient or authorized representative to keep the RI EBT card and PIN safe from unauthorized use and to immediately report lost or stolen cards to the Rhode Island Customer Service Line at 1-888-979-9939.b. The customer service representative changes the status of the card from "valid" to "lost" or "stolen" thereby protecting any unused benefits.B. Lost, Stolen, or Damaged EBT Cards 1. Cardholders must report lost, stolen, or damaged RI EBT cards to the Rhode Island Customer Service Line at 1-888-979-9939. a. The Customer Service Representative invalidates the card thereby protecting the unused benefit amounts. If someone uses the card before its status has been changed, the benefits cannot be replaced.b. No fee is charged for the replacement of any lost, stolen, or damaged RI EBT card.2. Cardholders may request a new card by completing request for replacement form or contacting a DHS field office.a. Arrival of the card should be within three to five (3-5) business days.b. In certain circumstances, an EBT card may be provided at the local SNAP office. (1) The DHS agency representative is responsible for determining the instances when it is necessary to provide an EBT card at the office.(2) Circumstances that are beyond a household member's control and necessitate an in-office issuance of an EBT card include: (AA) A catastrophe caused by fire, flood, or a severe weather condition.(BB) Lost or stolen mail confirmed by the Postal Service;(CC) Unanticipated household emergency or theft;(DD) Domestic violence situation;c. Cardholders who request a fourth (4th) replacement EBT card within a twelve (12) month period will be sent a notice alerting the household that their EBT account will be monitored for potential suspicious activity. If another replacement card is subsequently requested and trafficking is suspected, a referral shall be made to the Office of Internal Audit for investigation of suspicious fraud and trafficking activity of the EBT card. (1) Replacement cards are counted according to those issued collectively within a case, not according to those issued per individual(s).(2) Documented violations may result in one (1) or more of the following actions: (AA) Disqualification from the program (See § 1.9 of this Part for more information about disqualification relating to trafficking);(BB) Recovery through recoupment/restitution (See §§ 1.17 and 1.17.1 of this Part for policy relating to establishing and collecting claims against households); and/or(CC) Referral for criminal prosecution.(3) In all cases, the agency shall act to protect households containing homeless persons, elderly or disabled members, victims of crimes, and other vulnerable persons who may lose EBT cards but are not committing fraud.C. EBT Cards for Authorized Representatives 1. An authorized representative is a person given permission by the recipient to conduct SNAP transactions on behalf of the SNAP household.2. In households with an authorized representative, the recipient receives an EBT card and the authorized representative is issued a separate EBT card and personal identification number (PIN).3. If the same individual is acting as both an authorized payee for the family's RIW cash benefits and as an authorized representative for the household's SNAP benefits, only one (1) EBT card is issued.4. Recipients may cancel their authorized representative/authorized payee at any time by calling the Rhode Island Customer Service Line at 1-888-979-9939. a. Customer Service immediately cancels the authorized representative's/authorized payee's access to the household's benefits. However, recipients retain uninterrupted access to their benefits.D. Inactive EBT SNAP Accounts and Expungement of Benefits 1. EBT SNAP benefits that have been inactive for a period of nine (9) months shall be permanently purged from the EBT system in accordance with the following:a. When the oldest benefit allotment has not been accessed by the household for nine months, the DHS will expunge benefits from the EBT account as each benefit allotment ages to nine months since the last date of account activity. (1) An EBT account is inactive if the household has not initiated activity that affects the balance of the household's SNAP EBT account, such as a purchase or return.2. If at any time after the expungement process begins, the household initiates activity affecting the balance of the account, the DHS will stop expunging benefits and start the account aging process over again for the remaining benefits.3. DHS must provide a reminder notice to the household at least thirty (30) calendar days prior to an intended action to permanently purge EBT SNAP benefits.4. In instances where all certified household members are verified as deceased, any remaining benefits are immediately expunged regardless of benefit issuance date or account activity that has taken place.E. EBT Adjustments 1. The agency may make adjustments to benefits posted to household accounts after the posting process is complete but prior to the availability date for household access in the event benefits are erroneously posted.2. Adjustments Due to a System Error a. The agency shall make adjustments to an account to correct an auditable, out-of-balance settlement condition that occurs during the redemption process as a result of a system error. (1) A system error is defined as an error resulting from a malfunction at any point in the redemption process: from the system host computer, to the switch, to the third (3rd) party processors, to a store's host computer or POS device.(2) These adjustments may occur after the availability date and may result in either a debit or credit to the household.3. Customer-Initiated Adjustmentsa. The agency must act on all requests for adjustments made by client households within ninety (90) calendar days of the error transaction.b. The agency has ten (10) business days from the date the household notifies it of the error to investigate and reach a decision on an adjustment and move funds into the client account. (1) This timeframe also applies if the agency or entity other than the household discovers a system error that requires a credit adjustment to the household. Business days are defined as calendar days other than Saturdays, Sundays, and Federal holidays.4. Retailer-Initiated Adjustmentsa. The agency must act upon all adjustments to debit a household's account no later than ten (10) business days from the date the error occurred, by placing a hold on the adjustment balance in the household's account.b. If there are insufficient benefits to cover the entire adjustment, a hold shall be placed on any remaining balance that exists, with the difference being subject to availability only in the next future month.5. Notice of EBT Adjustment/Right to a Hearinga. The household shall be given, at a minimum, adequate notice.b. The notice must be sent at the time the initial hold is attempted on the household's current month's remaining balance, clearly state the full adjustment amount, and advise the household that any amount still owed is subject to collection from the household's next future month's benefits.c. The household shall have ninety (90) days from the date of the notice to request a fair hearing. (1) Should the household dispute the adjustment and request a hearing within ten (10) days of the notice, a provisional credit must be made to the household's account by releasing the hold on the adjustment balance within forty-eight (48) hours of the request by the household, pending resolution of the fair hearing.(2) If no request for a hearing is made within ten (10) days of the notice, the hold is released on the adjustment balance, and this amount is credited to the retailer's account.(3) If there are insufficient funds available in the current month to cover the full adjustment amount, the hold may be maintained and settled at one (1) time after the next month's benefits become available.218 R.I. Code R. § 218-RICR-20-00-1.16
Amended effective 4/4/2019
Amended effective 12/24/2019
Amended effective 8/1/2021
Amended effective 9/23/2021
Amended Effective 12/4/2021
Amended effective 11/10/2022
Amended effective 1/1/2023
Amended effective 5/14/2023
Amended effective 10/1/2023
Amended effective 12/15/2023