B-210, General Policy

Revision 22-3; Effective July 1, 2022

TANF

The Texas Health and Human Services Commission (HHSC) issues Temporary Assistance for Needy Families (TANF) benefits via Electronic Benefit Transfer (EBT) on a Lone Star Card or warrant. The agency issues all one-time benefits via warrant.

Related Policy

Medicaid Eligibility, A-800
Issuing OTTANF Benefits, A-2451
Issuing One-Time TANF for Relatives Payments, A-2452

SNAP

HHSC issues all Supplemental Nutrition Assistance Program (SNAP) benefits by EBT using a Lone Star Card.

B-220, Benefits

Revision 05-2; Effective April 1, 2005

B—221 Types of Benefits

Revision 23-3; Effective July 1, 2023

TANF and SNAP

There are seven types of benefits:

B—222 Mailing Addresses for Issuing Benefits

Revision 21-4; Effective October 1, 2021

TANF and Medical Programs

Staff issue benefits to the person's physical address, unless the person:

  • is temporarily living at another address;
  • has a post office box or general delivery address;
  • has a guardian; or
  • provides a good reason for a different mailing address, showing the person would suffer hardship if benefits were mailed to their physical address.

Staff should not use a local eligibility determination office address or an employee's physical address as a mailing address, unless the employee is the TANF applicant or recipient.
 

SNAP

The person's physical address is the preferred mailing address to enter in TIERS. However, the person may use another mailing address if they believe it is more secure or they have no physical address.

All Programs

Notes:

  • If a person has a post office box and physical address, both are entered in TIERS, unless they reside in a shelter for battered persons.
  • The U.S. Postal Service does not forward TANF warrants or the Your Texas Benefits Medicaid cards.

B-230, Electronic Benefit Transfer (EBT)

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:
  • eligible for expedited SNAP benefits; or
  • interviewed on or after the 25th day after the file date for SNAP benefits,
inform the person of the option to pick-up their Lone Star Card in the HHSC local office.
  • determined eligible at the interview; or 
  • pended for missing information and does not meet the criteria in the box above,
inform the person that they will receive their Lone Star Card by mail.
  • denied at the interview,
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

StepAction
1Interview 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 .
2Interview 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. 
3HHSC 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. 
4HHSC 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.

  • If the household has a Lone Star Card, then provide the PAN from the EBT LUW to confirm the PAN on the household’s Lone Star Card matches the PAN associated with their EBT account. 
    • If the PANs match, the household should be able to access their benefits using their existing card. If the household needs to reset their PIN, they may contact the Lone Star Help Desk or access their Your Texas Benefits account.
    • If the PANs do not match, complete Step 6.
  • If the household does not have a Lone Star Card, complete Step 6.       
     
6

If interview staff provide the household with the Lone Star Card logged out on the Form H1173 during Step 2, interview staff must:

  • explain that the PCH must select their PIN contacting the Lone Star Help Desk or accessing their Your Texas Benefits account;
  • provide the household with Form H1184, Here is your Lone Star Card, and Form H1185, Important Information About Your Lone Star Card;
  • obtain the PCH, responsible household member or AR’s signature in Part II of the Form H1172; and
  • return the completed Form H1172 to HHSC local office issuance staff.
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:

  • ensure interview staff returned the Lone Star Card to the HHSC local office the same day;
  • confirm the PAN number on the returned card matches the PAN number on their copy of the Form H1172; and
  • use the Form H1173 to log the card back into inventory.

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

StepQuestionAction
1Did the only household member with account access die, is absent temporarily, become incapacitated or abandon the child?
  • If no, stop. Take no further action.
  • If yes, go to Step 2.
2Is there another responsible household member who may be established as the PCH?
  • If no, go to Step 3.
  • If yes, establish the other responsible household member as the PCH.
3Is the child in the care of another person?
  • If no, stop. Take no further action.
  • If yes, authorize account access to the new PCH using the procedures that follow in this section.

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.

B-240, Special Certification Situations

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Follow the procedures in this section for households with special needs.

Related Policy

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—241 Reserved for Future Use

Revision 21-4; Effective October 1, 2021

 

B—242 Reserved for Future Use

Revision 21-4; Effective October 1, 2021

 

B—243 Centralized Benefit Services (CBS) Cases

Revision 21-4; Effective October 1, 2021

SNAP

Local office staff must not attempt to:

  • issue benefits on a CBS case;
  • make other changes to a CBS case; or
  • make changes to any biographical data on a CBS case.

When local office staff dispose a case that has a SNAP-Supplemental Security Income (SNAP-SSI) or SNAP-Combined Application Project (SNAP-CAP) EDG, TIERS will not allow the disposal of the CBS EDG. A task is generated for CBS staff to dispose the CBS EDG on the same day.

Related Policy

Personal Identification Number (PIN) Selection, B-234
Lone Star Card Replacement, B-235
PIN Replacement, B-236

B—243.1 Centralized Benefit Services (CBS) Case Changes

Revision 22-3; Effective July 1, 2022

SNAP

Regional office staff must not attempt to:

  • issue benefits on a CBS case;
  • make other changes to a CBS case; or
  • make changes to the biographical data of a CBS case.

When regional staff dispose a case with an associated SNAP-Combined Application Project (SNAP-CAP) EDG, TIERS does not allow regional staff to dispose the CBS EDG. A TLM task generates for CBS staff to dispose the CBS EDG on the same day. If the person loses SSI benefits, the EDG is no longer considered a SNAP-CAP EDG and non-CBS staff can dispose the case action.

B—244 Homeless

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Staff must advise homeless households to come to the local office if they require a Lone Star Card or PIN issuance or replacement.

SNAP

Homeless households may use SNAP benefits to purchase prepared meals.

Related Policy

Prepared Meal Services, B-460

B—245 SNAP Applications Filed with the Social Security Administration (SSA)

Revision 21-4; Effective October 1, 2021

SNAP

Staff must follow procedures for phone interviews.

Related Policy

Applicants Interviewed by Phone, B-233.2.2 

B-250, EBT Benefit Issuance

Revision 05-4; Effective August 1, 2005

TANF and SNAP

HHSC credits benefits to the cash or food account by sending a benefit record to the EBT system. This section describes the availability of those benefits for use by the cardholder. 

B—251 Monthly Benefit Issuance Schedule

Revision 23-4; Effective Oct. 1, 2023

TANF and SNAP

HHSC sends the files of benefit records for monthly issuances to the EBT system after cutoff each month.

TANF

TANF monthly benefits issued via EBT are available on a staggered basis over the first three days of the month, based on the last number in the EDG number.

Table: Monthly TANF Benefit Issuance Date

Last digit of TANF EDG numberDay
0, 1, 2, 31
4, 5, 62
7, 8, 93

SNAP

Based on the last two digits of the EDG number, households receive their monthly benefits on a staggered basis from the 1st through the 28th day of the month. 

If the household’s benefits are pro-rated at application, the pro-rated benefit amount and the following monthly allotment may be issued as one deposit into the household’s EBT account.

Note: SNAP benefits cannot be issued more than 40 days after the previous issuance. Households with applications certified more than 40 days before their scheduled monthly benefit issuance date have an initial issuance adjustment period until their benefits align with their scheduled monthly benefit issuance date.

SNAP households certified before May 1, 2023, keep their existing issuance schedule based on the date benefits were initially certified, unless there is a break in benefits of at least six months and the household reapplies after May 1, 2023.

Table: Monthly SNAP Benefit Issuance Date

Last two digits of the SNAP EDG numberDay
00-031
04-062
07-103
11-134
14-175
18-206
21-247
25-278
28-319
32-3410
35-3811
39-4112
42-4513
46-4914
50-5315
54-5716
58-6017
61-6418
65-6719
68-7120
72-7421
75-7822
79-8123
82-8524
86-8825
89-9226
93-9527
96-9928

B—252 Benefit Issuance on Applications

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Staff provide benefits according to timeliness standards. Benefit issuances for certified applications are available immediately upon being credited to the account. Benefits requested after cutoff for the next month are available on the first day of the next month, except for SNAP-combined allotments.

SNAP

Staff may issue EBT SNAP benefits very quickly in situations that meet the HHSC criteria for a priority issuance. Request priority issuances only for SNAP benefits in three situations:

  • expedited applications;
  • regular applications certified on or after the 25th day; and
  • benefits ordered by a hearing officer decision that requires a priority issuance to meet timeliness requirements.

The system credits benefits to the person's account in about an hour.

Related Policy

Deadlines, B-112  

B—253 Methods for Sending Benefit Records

Revision 21-4; Effective October 1, 2021

TANF and SNAP

A benefit record may be sent two ways to the EBT system. TANF benefit records are sent only from TIERS. SNAP benefit records are normally sent only from TIERS, but priority issuances may also be sent by manual EBT system entry.

Entries are sent to TIERS through:

  • Real time interface – credits the account right away; or
  • Overnight batch file – credits the account by the next day.

Note: Manual EBT system entry must have supervisor approval.

When interview staff certify an application, the EBT system credits:

  • SNAP priority issuances to the individual's account within one hour after EDG disposition; and
  • TANF benefits and SNAP benefits that are not priority issuances to the individual's account by 8 a.m. CST (Central Standard Time) the day after the EDG is disposed. 

B—254 Benefit Issuance When TIERS Is Unavailable

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Two types of “TIERS unavailable” cases are:

  • TIERS Down – TIERS is completely unavailable and the application or case cannot be accessed.
  • TIERS Read-Only – TIERS is in read-only mode and workers cannot make changes to the EBT LUW for benefit issuance.

When TIERS is Down or is Read-Only, staff must:

  • perform the interview;
  • manually complete essential information on appropriate handbook forms;
  • provide the client with manual notice;
  • enter information into TIERS  once it becomes available; and
  • issue benefits or deny the case based on the household’s eligibility. 

B—255 Priority Issuances Using the EBT System

Revision 23-3; Effective July 1, 2023

SNAP

To send the primary cardholder’s (PCH’s) benefit record by the EBT system data entry process for priority issuances if TIERS is down or read-only, interview staff must:

  • obtain the person's signature on Form H1855, Affidavit for Nonreceipt or Destroyed Supplemental Nutrition Assistance Program(SNAP) Benefits;
  • complete Form H1172, EBT Card, PIN and Data Entry Request, to provide issuance staff the PCH’s information for manual EBT system data entry; 
  • receive approval from the supervisor and the EBT regional coordinator to request manual EBT system benefit issuance; and 
  • notify issuance staff to complete the manual EBT system benefit issuance.

EBT regional coordinators must reconcile EBT system benefit record entries. 

B—256 Discrepancies on Benefit Records Sent via the EBT System

Revision 21-4; Effective October 1, 2021

SNAP

When there is a discrepancy between the benefit records in TIERS and the EBT system, staff use the following chart to determine how actions are processed in TIERS and the EBT system:

If the benefit amount reported to TIERS is ...then ...
more than the amount authorized in the EBT system,the EBT system updates the household's benefit account to reflect the amount reported in TIERS.
less than the amount authorized in the EBT system,TF-07E-01, EBT Reconciliation Exception Report, is produced and sent to management for distribution.

Related Policy

TF-07E-01, EBT Reconciliation Exception, B-262.5

B-260, EBT System

Revision 21-4; Effective October 1, 2021

TANF and SNAP

The Electronic Benefit Transfer (EBT) system is a direct access web-based program. Staff, other than the issuance staff, must request card issuance in TIERS or complete Form H1175, EBT Change Request, to authorize action in the EBT system.

B—261 EBT System Functions

Revision 21-2; Effective April 1, 2021

TANF and SNAP

Designated staff use the EBT system to perform authorized functions. Since there are multiple functions that can be performed using the EBT system, there are multiple levels of access secured by individual sign-on IDs.

B—261.1 Issuing a Lone Star Card or Enabling PIN Self-Selection

Revision 21-4; Effective October 1, 2021

TANF and SNAP

EBT issuance staff use the EBT System to issue Lone Star Cards or enable PIN self-selection when:

  • establishing a new PCH;
  • replacing a Lone Star Card or PIN; or
  • establishing a secondary cardholder in the local office.

B—261.2 Creating a Cardholder Record

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Staff request EBT card issuance in TIERS or complete Form H1172, EBT Card, PIN and Data Entry Request, to establish a primary cardholder record via the EBT system.

B—261.3 Splitting and Merging Primary Cardholder Records

Revision 21-4; Effective October 1, 2021

TANF and SNAP

EBT regional coordinators use the EBT system to split PCH records when EBT accounts are incorrectly linked.

EBT accounts may be incorrectly linked when staff fails to reassign the EDG name to the current head of household from the previous one. As a result, the EBT system links the both EDGs belonging to two different people under one account.

Staff complete Form H1175, EBT Change Request to request that a EBT regional coordinator separate the incorrectly linked accounts.

EBT site and regional coordinators use the EBT system to merge PCH records when the EBT system cannot link them because of discrepancies in the cardholder's biographical data.

Discrepancies may occur in the cardholder's biographical data when staff do not correctly match the name, date of birth (DOB), sex, or SSN on a person's TANF and SNAP EDG numbers. As a result, the EBT system cannot merge the two PCH records into one record with a link to both accounts and a merge is required to allow individual access to both benefits on the same EBT card.

If the person wants to use one card to access both accounts, staff complete Form H1175 to authorize the merge. When the cardholder has one card for the cash account and another for the food account before the merge, the EBT system user indicates which card the person wants to use. After completing the merge, the EBT system automatically disables the card not chosen, and it must be destroyed.

B—261.4 Updating a Primary Cardholder Record

Revision 21-4; Effective October 1, 2021

TANF and SNAP

EBT issuance staff use the EBT system to update the PCH record. This can happen when the current PCH passes away and the PCH record needs to be updated to the current head of household.

Staff complete Form H1175, EBT Change Request, to authorize the PCH record update via the EBT system.

B—261.5 Creating a SNAP Benefit Record

Revision 21-4; Effective October 1, 2021

SNAP

HHSC limits the direct entry of SNAP benefit authorization in the EBT system when TIERS is unavailable, preventing the timely issuance of priority SNAP benefits.

Staff must request EBT card issuance to authorize benefit data entry into the EBT system following established sign-off procedures.

EBT regional coordinators complete EBT system data entry only after receipt of Form H1175.

B—261.6 Performing EBT System Inquiry

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Designated local office staff use the EBT system to perform benefit record inquiry or to validate that a Lone Star Card is active. Staff view the EBT Card Details page to confirm if there is a previously issued Lone Star Card associated with the EDG.

EBT regional coordinators use the EBT system to perform transaction history inquiry.

B—261.7 Changing an EDG Number

Revision 18-1; Effective January 1, 2018

TANF and SNAP

EDG numbers cannot be changed, but multiple EDGs can be entered and connected to the same card.

B—261.8 Pending Card Registration

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Staff pend the Lone Star Card registration during card issuance and in the EBT system when:

  • issuing a card to someone other than the PCH; or
  • mailing a card.

B—262 Reconciliation

Revision 21-4; Effective October 1, 2021

TANF and SNAP

This section provides general information about reconciliation. For details, see the Security and Accountability Handbook and the Eligibility Operations Procedures Manual (EOPM) Appendix: EBT Procedures Manual.

B—262.1 Reconciling EBT System Benefit Records to Forms H1175

Revision 21-4; Effective October 1, 2021

SNAP

Each day EBT staff designated in Local Office Security Plan (LOSP) prints the local EBT Report. This report contains a list of benefit records manually entered on the EBT system, sorted by employee identification number. A designated person must check these entries against Form H1175, EBT Change Request, on a daily basis to ensure accuracy.

B—262.2 Reconciling Benefit Records

Revision 21-4; Effective October 1, 2021

SNAP

Each day EBT staff use the list of benefit issuances on the EBT Report to reconcile the EBT benefit record entries with Form H1175, EBT Change Request. Within five days, state office staff send exception reports (TF-07E-01/TG-37E-1) to field offices to clear within established time frames.

To avoid exception reports, EBT issuance staff must ensure that interview staff report issuances via TIERS within three working days.

B—262.3 Reconciling EBT Card Issuances

Revision 21-4; Effective October 1, 2021

TANF and SNAP

Each day, designated staff use the list of card issuances on the EBT Report to reconcile cards issued in the region.

If the office has problems reconciling these, staff report the problem to the supervisor and the EBT regional coordinator to complete reconciliation.

B—262.4 TF-36, More Than One SNAP Benefit Authorized

Revision 21-4; Effective October 1, 2021

SNAP

After all issuances for a benefit month have been reconciled, state office generates the TF-36 report to display duplicate benefit issuances. Management reviews each SNAP EDG listed on the report to determine how the duplicate issuance occurred:

•    individual error; 
•    suspected fraud; 
•    coding error; or
•    whether the household correctly completed Form H1855, Affidavit for Nonreceipt or Destroyed Food Stamp Benefits, before the duplicate issuance.
 

If there is an overpayment and ...

then...

a signed Form H1855,

submit Form H4834, Individual or Recipient Provider Fraud Referral/Status Report, with the original Form H1855 to the regional Office of Program Integrity, Claims Investigation.

no signed Form H1855,

initiate a nonfraud recovery.

Related Policy

How to File an Overpayment Referral, B-730

B—262.5 TF-07E-01, EBT Reconciliation Exception

Revision 21-4; Effective October 1, 2021

SNAP

When an EBT issuance cannot be reconciled with the TIERS database, state office staff generate and send a TF-07E-01 to the supervisor of the employee who processed the last case action. This report serves as the clearance document to report case findings and actions taken.

Staff check the case record to determine:

  • the reason for the reconciliation exception; and
  • whether the amount of benefits provided to the household is correct.

If the amount of benefits is incorrect because of an ...

then...

overpayment,

initiate recovery.

underpayment,

restore benefits.

Related Policy

How to File an Overpayment Referral, B-730
Restored Benefits, B-800

B—263 Security

Revision 21-3; Effective July 1, 2021

TANF and SNAP

Only authorized staff with special permissions can enter data in the EBT system. Staff are designated by office. They must ensure that all information remains confidential.

The level of user access is determined by the individual user's sign-on ID. Designated employees have authorizations that allow updates to all or part of the system. Other users have inquiry access only.

B-280, EBT Material Inventory/Distribution

Revision 21-4; Effective October 1, 2021

TANF and SNAP

An EBT vendor provides most EBT-related materials, including:

  • Lone Star Cards;
  • Lone Star Card mailers;
  • Lone Star Card sleeves;
  • Form H1184, Here Is Your Lone Star Card;
  • Form H1185, Important Information About Your Lone Star Card; and
  • Form SCR, Secondary Cardholder Request.

To order items produced by the EBT vendor, designated local office staff complete a request for Lone Star Cards or materials and send it to the EBT regional coordinator for secure and non-secure items.

The EBT regional coordinator or authorized regional staff submit the order request to the EBT vendor.