DPSS ePolicy

To convert existing policy to new writing style only – No concept changes

Welfare-to-Work (WtW), Refugee Employment Program (REP), and Cal-Learn Supportive Services Payments are issued in the form of Cash, Electronic Countywide Accounting & Purchasing System (eCAPS) Check In-the-Office, eCAPS mailed warrant, or through the Golden State Advantage Electronic Benefit Transfer (EBT) card.  When a payment cannot be made through the eCAPS or EBT System, payment can be made through the Emergency Aid Requisitions (EARs) using existing manual check writing procedures.

Supportive Services Payments must be made available to every participant in order to participate in their assigned WtW, REP, or Cal-Learn activity or to accept or retain employment.

Electronic Theft

Electronic theft occurs when a participant or authorized representative (AR) has not lost physical possession of their EBT card and benefits are stolen from their EBT account electronically. There are two types of electronic theft, skimming and scamming. 

Skimming

Skimming involves the use of electronic equipment to capture a participant’s EBT card information without the participant’s knowledge.

• Perpetrators then create a counterfeit card and steal the participant’s Supportive Services.
• The equipment used to capture the participant’s card information can be installed on ATMs or third-party Point of Sale (POS) devices.

Scamming

Scamming involves deceiving or misleading a participant to unwittingly give up their account information, such as their EBT Personal Identification Number (PIN), which is then used to create a counterfeit card and steal the participant’s Supportive Services. Scams may also involve text messaging where participants receive a text message that appears legitimate but may; threaten to withhold benefits, indicate a problem with the participant’s benefits, or promise participants increased benefits.

Electronic Countywide Accounting and Purchasing System (eCAPS) Check In-the-Office

eCAPS Supportive Services payment given as a check to the participant in the office.

eCAPS Mailed Warrant

Supportive Services payment mailed as a warrant to the participant through the eCAPS.

Emergency Aid Requisition (EAR)
 
Check issued in the office only on an emergency basis when both EBT and eCAPS are not accessible.

Inactive EBT Account

When a household has not accessed benefits in the EBT Account for over 135 days.

Dormant EBT Account

When a household has not accessed benefits in the EBT Account for over 180 days.

Expunged EBT Account

When the EBT Account has been inactive for more than 365 days from the date the benefits were posted to the EBT Account.

Advanced Payment

A Supportive Services payment issued prior to the start of an activity to cover Transportation or Ancillary
expenses.

Participant is in an Approved WtW Activity or Employed

Supportive Services payments shall be made directly to the participant to cover Transportation and Ancillary expenses. These payments can be advanced or reimbursed.

Payments are made on the EBT card

The EBT System is used to deliver Supportive Services electronically using debit card technology. The participant’s Supportive Services are accessed through the participant’s EBT Account using a Golden State Advantage EBT card. 

EBT card sample. 

Although EBT is the preferred method of payment the participant must be given the option of selecting their preference for receiving their Supportive Services Payments (i.e., EBT or eCAPS Check or eCAPS mailed warrant). EBT is fast, easy, safe, and convenient, and EBT payments are usually available in two business days.

Routine Issuances

When no emergency need exists and the participant uses an EBT card for Supportive Services, payments must always be authorized as a Routine issuance unless the participant has chosen another payment method.  Routine issuance will be processed overnight and usually takes a minimum of two business days to appear in the participant’s EBT account. 

Routine issuance shall be the primary method of issuance for all Supportive Services,unless the participant has requested payment be made through one of the following:

• Rush issuance (emergency need must exist and for the current month only);
• Mailed warrant; or
• Emergency Check In-the-Office.

Rush Issuances

Except for Child Care payments, if an emergency need or payment exists for the participant, Supportive Services Payments can be authorized in the system as an Immediacy Rush issuance, but only for the current month. Examples of a participant’s emergency need may include, but not limited to:        

• The participant’s WtW activity starts the next day; or       
• The participant needs the Supportive Service(s) the same day the request was submitted (i.e., transportation, books,supplies, etc.). 

Note: Child Care payments cannot be issued through a participant’s EBT card. If there is an emergency need for child care services,  please see GAIN Policy  at Child Care Section – Enhanced Referral.

EBT Transaction Fees

Each month a participant can make up to four cash-only withdrawals from their EBT Account without having to pay a transaction fee.  Thereafter, a transaction fee (e.g., $1.00 or higher) may be charged by the institution for the use of the EBT card at the ATMs.  These transaction fees are not reimbursable by the County.  

Note: There are no fees/charges on purchases using the EBT card at all POS machines or at ATMs with the Quest® logo and dollar ($) sign, or the MoneyPass sign. Visit the websites below for Surcharge-Free locations.

Surcharge-Free

MoneyPass Network ATMs  ®To find the location of a Surcharge-Free MoneyPass Network ATM near you, visit https://www.moneypass.com/atm-locator.html. 

Surcharge-Free U.S. Bank ATMs

The U.S. Bank locator (http://www.usbank.com/usbanklocations/search.jsp) can also help you find a surcharge-free U.S. Bank ATM. You will know it is a surcharge-free U.S. Bank ATM when you see the MoneyPass sign on it.

Surcharge-Free and EBT Surcharging ATMs website:

https://www.ebtproject.ca.gov/Library/Cash_Access.pdf.

Visit the following EBT websites for more information on how to use your EBT card: 

http://www.ebtproject.ca.gov/library/cashaccessflyerEN.pdf

or

https://www.ebt.ca.gov/cardholder/

Issuance of Transportation & Ancillary Supportive Services Expenses

Before a Supportive Services Payment can be approved, the participant must have met all established eligibility criteria for Transportation and/or Ancillary Supportive Services Expenses, along with the proper documentation/verification supporting the request.  

If advance payments are needed, participants are encouraged to request them prior to the start date of the WtW activity (See GAIN Policy on Transportation Supportive Services and Ancillary Supportive Services).

The worker will determine the issuance method that is most expedient and appropriate for the participant taking into consideration if the activity start date is ten or more work days from the issuance date.

Once Transportation and/or Ancillary Supportive Services Expenses are approved, it takes approximately five workdays for the participant to receive a warrant in the mail or two workdays via Routine issuance on the EBT card.  However, there is a one to four workday processing time frame depending if further documentation is needed.

Note: In-Office cash issuances are preferred for expenses $7.00 or less.  In most instances, this type of issuance would be cash for bus fare to return home.  Reimbursements for coming to the office can also be issued through Routine issuance, immediate Rush issuance, or as an eCAPS warrant, if the money is not needed for transportation to return home.

Warrant Replacement

Warrants that are lost, stolen, or destroyed can be reissued through two methods: by submitting an affidavit in person or by utilizing the Auditor-Controller’s (A-C) website. 

In-Person Affidavit

Participants must file the proper Affidavit confirming that the warrant has been lost, stolen or destroyed. The County will replace the warrant within five business days after the participant has filed the Affidavit, regardless of any investigation the County might choose to do during the requested period.

Note: The participant must go to the GAIN Regional Office to complete an Affidavit of Non-Receipt of County Warrant which is then forwarded to the A-C. In addition, the participant must: 

1. Respond to all letters sent by the A-C.
2. Call the number on the letter to make an appointment with the A-C.
3. Provide:
   • A valid Driver’s License or Identification Card, or
   • A  valid form of identification, such as a PA 1630 – Verification Document from the Eligibility Worker, to verify their identity.
4. Attend the A-C appointment for the A-C to verify and confirm with the participant, the situation(s) leading to the lost, stolen, or destroyed warrant, and for the A-C to close the investigation on the case. 

On the A-C’s website

The participant also has the option of filing a claim on the A-C’s website at the following address https://unclaimedchecks.lacounty.gov/Welcome

Lost or Missing Checks

The participant must have the following to enter on the A-C's website:

1. Payee's name
2. Address the warrant was mailed to
3. Warrant number

Stolen Check

The participant must have the following to enter on the A-C's website:

1. Payee's name
2. Check number
3. Date issued
4. Amount
5. The ability to download/upload forms

In addition to the above, the participant must: 

1. Respond to all letters sent by the A-C.
2. Call the number provided by the A-C to make an appointment
3. Provide:
   • A valid Driver’s License or Identification Card, or
   • A valid form of identification, such as a PA 1630 – Verification Document from the Eligibility Worker, to verify his/her identity.
   • Participate in the A-C's appointment to verify and confirm with the participant the circumstances surrounding the lost, stolen, or destroyed warrant, this will allow the A-C to conclude the investigation.

EBT card and/or Cash Benefit Replacement

If the EBT card is lost or stolen, the participant must report it IMMEDIATELY to the EBT Customer Service Center (CSC) by calling 1(877) 328-9677.  The EBT CSC can be reached 24 hours a day, 7 days a week.  Any benefits taken from the EBT Account before it is reported to the CSC will NOT be replaced. If the CSC is not able to resolve the issue, the participant must be referred to his/her district office for replacement of a lost, stolen, or destroyed EBT card and/or cash benefits to decrease the incidence of fraud and/or identity theft. 

Note: The replacement of skimmed or scammed WtW/REP/Cal-Learn Supportive Services is done by the GAIN Services Worker (GSW)/Contracted Case Manager (CCM). If the participant’s EBT card is lost, stolen, or damaged, the participant must also call the same CSC for replacement of the EBT card through the mail.  If there is an immediate or emergency need, the participant may also visit their CalWORKs District Office for the direct replacement of the EBT card or the CalWORKs grant.

Stolen or Non-Receipt of an EBT Benefit

Once the EBT cash benefit(s) has been identified as stolen or not received, the participant must report it IMMEDIATELY to the EBT CSC by calling the 1(877) 328-9677 or reporting it to their Eligibility Worker at the CalWORKs District Office.  

The EBT cash benefit/payment amount(s) can also be identified and confirmed by DPSS staff in the system as either not having been received or never accessed from the EBT Account by the participant. 

In situations where the participant has accessed their EBT Account and claims to not have been able to withdraw their EBT Supportive Services Payment(s) (i.e., the system shows the participant tried several times to access the money from the same ATM), it is the responsibility of the EBT CSC (Fidelity Information Services), to determine whether the ATM had a malfunction and whether to reimburse the participant's money.  

The participant must file a claim by calling the EBT CSC number at 1 (877) 328-9677 on the back of the EBT card.  

Note: GAIN/REP/Cal-Learn Supportive Services Payments accessed on the EBT card prior to reporting them lost or stolen will not be replaced.

Electronic Theft - Skimming and Scamming

Skimming 

The State has established a procedure for participants who believe their Supportive Services have been stolen via electronic theft when they have never lost possession of their EBT card, to be able to report this, and if determined to meet the requirements established, to have the stolen Supportive Services promptly restored into their EBT Account. The procedure includes a reporting form, timelines for County review, instructions regarding when a referral for investigation is made, and notice of action language. 

Scamming 

Additional procedures provide that a participant shall not incur any loss of Supportive Services that are taken by an unauthorized contact. Supportive Services shall be replaced if a participant knowingly provides their EBT card number and Personal Identification Number (PIN) to an unauthorized 3rd party that the participant mistakenly believes to be the contracted EBT vendor, an approved retailer, or a governmental entity, but not more than one time in a 36-month period. 

Reporting Process 

There are three ways to report possible electronic theft:

1. Participant contacts the California EBT Customer Service Helpline; or
2. Participant contacts the worker directly; or
3. Participant contacts the worker via the BenefitsCal website by completing and submitting the EBT 2259/2259A online.

Note:  Deactivation and issuance of a new EBT card must be done by the district office or the EBT vendor.   

The participant must: 

• Submit a completed EBT 2259, Report of Electronic Theft of Benefits; and
• Submit an EBT 2259A, EBT Scamming Acknowledgement, if applicable. 

Timeframe for Filing a Claim 

The participant should report the theft as soon as it occurs. However, claims filed under AB 2035 are subject to the 90 - calendar-day time frame set forth under EBT regulations. Therefore, the EBT 2259 must be completed within 90 calendar days from the date of the electronic theft transaction in order to be eligible for replacement of Supportive Services.

N/A

N/A