EBT Training. Accounting Conference Benefits, Budgets & Beyond May 12 & 13, 2011

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1 EBT Training Accounting Conference Benefits, Budgets & Beyond May 12 & 13, 2011

2 The real voyage of discovery consists not in seeking new landscapes, but in having new eyes.

3 EBT ME Reviews EBT participates in the Food Stamp ME (Management Evaluation) reviews Areas of review are: 1) Security-personnel, environment and system access 2) Card Issuance 3) Bulk Card Inventory procedures 4) Card Reconciliation 5) Equipment

4 EBT Monthly Forms Per Agency Letter FA06-04-A EBT forms to be submitted by the 15 th monthly: 1) Bulk EBT Card Inventory Record EBT Card-2 2) Bulk EBT Card Inventory Reconciliation EBT Card-6 Keep on file at your county office: Daily Inventory Reconciliation EBT Card-3 Issuance Log EBT Card-5 Destruction Log EBT Card-7

5 EBT Card Stock Orders JP Morgan Card Stock Order needs to be ordered in lots divisible by 325 only. The due dates are March 5, June 5, September 5 & December 5 Card Stock Orders may be ED ONLY

6 EBT SUPPLIES EBT supplies must be ordered by April 15 and October 15 Supplies include: 1. Client brochures-english & Spanish 2. Fact Card 3. Protective Sleeves for EBT cards 4. Direct Deposit forms for clients & providers 5. Caps Head Cleaning Cards 6. Orders can be ED ONLY

7 ARCHIVE DATA REQUESTS For transactions more than 180 days old Must be ed to Trish or Sharon Request must be made on archive request form Include the cardholder s name, card number, account number (EDA), benefit type (Food Stamps, Cash or both), timeframe needed, requester s name, address, & phone number. Allow up to four weeks for any info older than November 2005

8 Tax Intercept County fills out ACH Direct Deposit form including provider number Include county bank account info where funds will be held Write provider name & address in requested fields Fax IRS Tax Levy form and ACH form to EBT Fax Release of Levy form with new ACH form with Providers banking info when levy is satisfied

9 COMMON PROBLEMS (AND HOPEFULLY SOLUTIONS)

10 ACH Direct Deposit Forms Make sure you use the correct form for client or provider Put the provider number on all Provider Direct Deposit forms and county contact information Please stress to clients that Social Security # must be on client form Fax to (303) or mail to address at bottom of form. Faxing PREFERRED No need to send original form if faxed

11 ACH Direct Deposit Timelines When a change in current banking information is made, the new information must run overnight to ensure it is in the system When a new direct deposit file is set up, the new information must be in the system 48 hours. If form is mailed, allow 2 weeks to process

12 How to Cancel or Change Client Banking Information To cancel, client must fax/send written request to CDHS that includes copies of 2 forms of ID, ss#, signature, & date Send to CDHS/EBT address or fax to (303) To change info, client must complete new Client Direct Deposit Enrollment form and fax or mail 24 hours to process faxed requests 2 weeks to process mailed requests

13 Out of Country Providers Out of country providers must have a bank account in the United States for payment In country banks can send funds to bank accounts out of country EBT system will not accept out of country address. Address in system will be EBT/CDHS

14 Where Is It?? If you see the payment released from the benefit system (Trails, Chats, etc), the payment has been issued over 7 days, AND you do not see the payment in EBT, contact Tony Vigil, State Accounting, at (303) or Tony.Vigil@state.co.us If the payments was paid as ACH & the provider does not have banking info in the system, the payment will sit in CFMS for 7 days

15 Direct Deposit Payment Trail Payment is released from payment system (Trails, Chats, CBMS, etc.) Payment goes to CFMS CFMS checks JP Morgan for banking information for provider If no banking information available, CFMS sends notice to county Payment sits in CFMS for 7 days before going out on day 8 as a check if no banking info entered.

16 Generic Who in your county checks the generic box daily? Do they know who to contact if a notification comes through that banking information is missing?

17 Check Fees A fee for each check mailed from JP Morgan is billed to the originating county/al FA $5.00 for each original paper check $10.00 additional fee for any paper transaction returned to JP Morgan as undeliverable

18 How To Avoid Check Fees Verify provider has banking information in EBT before payment is released if paying via direct deposit Verify your county has an employee designated to be the generic box contact to receive CFMS notices and checks daily If your county has no known contact, call or the State Help desk

19 Stop Payment Form If a check is unable to be delivered, usually returned to JP Morgan who returns funds to state If check is lost, cancelled by JP Morgan after aging 180 days-funds returned to state If check has not been received by provider after 45 days, may fill out Stop Payment form and fax to Sharon or Trish Check stopped, funds returned to state.

20 More Check Info Keep provider addresses in payment system current in case a payment is released as a check Address information from the payment system updates address information in EBT/JPM if they do not match

21 REJECTED PAYMENTS Usually occurs when account is closed Bank returns payment to JP Morgan JP Morgan returns the funds to CDHS and posts a notice EBT sends an notification to your assigned county contact Provider payments are held until new banking information is received Client payments reprocessed to EBT card same day as return unless new banking info provided

22 Return Check Address DO NOT write void on check JP Morgan Electronic Financial Services, Inc Attn: Jonathan Roudabush Highland Oaks Drive FL 02 Tampa, FL Mail Code FL3-2223

23 Trouble shooting payments If provider states they did not receive their direct deposit payment, check in the EBT ACH Transaction History If payment is shown, verify the account information the payment was sent to Check the reject field in ACH Transaction History to verify payment did not reject

24 ACH Transaction History

25 ACH Transaction History

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27 ACH Transaction Detail

28 Rejected DD payment

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30 Common Reject Codes R01 R02 R03 R04 R05 R06 R12 R13 R16 R23 Insufficient Funds Account Closed No Account/Unable to Locate Account Invalid Account Number Reserved Returned per ODFI s Request Branch Sold to Another DFI RDFI Not Qualified to Participate Account Frozen Credit Entry Refused by Receiver

31 Reprocessing When new provider banking information is received and entered, a request is sent the following day* to Accounting to reprocess * (Must run in the system overnight first) All direct deposit forms may be faxed to (303)

32 Check Payment

33 Payments Returned to County Payments for deceased clients or paid to the wrong provider will be returned to the county after they are returned from JP Morgan. Returned payments are seen on your county s month end settlement

34 Payment Recovery for Trails Trails currently does not have the functionality to recover payments through a claim. Trails is working on a method to be able to recover payments that will be done later this year. Currently accounting and Trails need to work together to make the adjustment.

35 Expungements Expungements happen on a grant level basis. Occurs when a benefit is not used for 365 days Accounts age: Inactive-60 days FS & CA Dormant-200 days FS & 179 days CA Expungements & Grant Repayments are not the same thing

36 Remittance Advice Statements Any calls received from providers regarding problems with remittance advice statements should be referred to Rose Montano in Accounting. Rose s # is (303) Do not refer these calls to EBT.

37 Returned NH Payments NH Payments are to be returned by the nursing home to your county. NH writes a check to your county and includes client info and reason for return NH payments should not be returned through the R&R process to the State.

38 R&R Clean Up Settlement Accounting & EBT working on returned payments for several years Most rejected payments are for providers Any returned payment older than 365 without new banking info returned to county Payments for deceased clients automatically returned to county Only EBT system reflects rejected payments

39 POS and ATM Mis-dispenses Client reports claims to JP Morgan Customer Service and is assigned claim number Usually resolved within 25 business days State may request provisional credit from JPM If provisional credit is requested, the claim # and details of mis-dispense to Trish Provisional credits post the credited amount to the client s account within 48 hours while the investigation takes place

40 Reports

41 Reports

42 Report Types Monthly-online three months Daily-online ten days

43 Daily Reports

44 Monthly Reports

45 To log off Web Admin reports area click on EBT Admin to exit

46 Reports Access Form Go to EBT Web Admin Home Page Click on Help button/forms/colorado User ID/Access Request Form If currently have Web Admin access, check Change Existing User ID Rights also under User Role check online reports Always use original copy

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48 Mail Card Issuance Direction from USDA/FNS Increased Caseloads/timely processing Rollout of PEAK Workgroup currently reviewing card issuance process and identifying issues

49 Group Home Change In the future Group Homes will have POS machines installed for clients to swipe their EBT cards. Pilot started Benefits will remain on the client s EBT card Group home transfers will no longer take place

50 Electronic Notification Within this year Colorado will pilot a program for electronic notification to the client advising of the posting of benefits to their account Cardholders will be able to request an automatic notification when a deposit goes into their account via text message, voice message, or .

51 There is no charge to the cardholder or State for this program. Cardholder sign up will be via EBT Account, customer service representative, or IVR (with exception of notification).

52 On-line Disaster Access Colorado will implement an on-line disaster program in EBT within the next few months A disaster role will be created for designated employees Cards will be issued via a card reader Expungement for disaster benefits will be available for a different time frame Disaster reports will also be available

53 EBT Assistance Trish Heese (303) Liz Toledo (303) Sharon Williams (303) Bugi Perrone (303)