GI-09-46-EBT OPS Manual Final - New Mexico Human Services ...

New Mexico Human Services Department 

Bill Richardson, Governor 

Pamela S. Hyde, J.D., Secretary 

TO: All 150 Staff 

INCOME SUPPORT DIVISION 

Income Support Division 

PO Box 2348 

Santa Fe, NM 87504-2348 

Phone: (505) 827-7250; Fax: (505) 827-7203 

lNTRADEP AR TMENT AL MEMORANDUM 

150 -GI 09-46 

DATE: SeptemberlO, 2009 

FROM: ~Helen Nelson 

Deputy Director, Income Support Division 

RE: EST Operations Manual 

Attached to this GI is the revised EST Operations Manual. This manual replaces the 

EST Training manual that was given to EST specialists when EST cards were issued in 

County offices. This manual covers the following EST processes: 

• EST card issuance and replacement by mail. 

• Emergency card issuance over-the-counter (OTC). 

• Personal Identification Number (PIN) selection. 

• Customer Service contact information. 

• Card Stock reorder procedures. 

• Processing cards returned to County offices. 

• Processing disputed client retailer transactions. 

• EST Management Evaluation Procedures. 

• JP Morgan Web Srowser navigation instructions. 

If you have any questions or need clarification please contact John Garcia at (505) 222- 

6704, johna.garcia@state.nm.us or Diane Valdez at (505) 222-6705, 

diane.valdez@state.nm.us. 

Attachment: EST Operations Manual 

Access • Quality • Accountability

EBT Operations Manual 

EBT OPERATIONS 

MANUAL 

Revised 09/16109 

1

TABLE OF CONTENTS 


I. PURPOSE 3 

II. INTRODUCTION 3 

III. CARD ISSUANCE AND REPLACEMENT 3 

IV. ACTIV ATIONIDEACTIV ATION OF EBT CARD 4 

V. CARD SPECIFICATIONS 5 

VI. PIN ISSUANCE AND REPLACEMENT 6 

VII. CARD REPLACEMENT 7 

VIII. HSD OPERATED EBT CUSTOMER SERVICE HELP DESK 8 

IX. EBT MANAGEMENT EVALUATION (ME'S) 8 

X. EMERGENCY EBT CARD ISSUANCE 8 

XI. ACCEP ABLE FORMS OF IDENTIFICATION 10 

XII. EBT CARD STOCK REORDERS 11 

XIII. EBT CARD SHIPMENT RECEIPT-EBT 004 11 

XIV. PROCESSING RETURNED EBT CARDS 13 

XV. CLIENT DISPUTES 15 

XVI. PROVISIONAL CREDIT 17 

XVII. REPAYMENTS 18 

XVIII. ACCESS TO THE JP MORGAN WEB BROWSER. 18 

XIX. ATTACHMENT A- EBT MANAGEMENT EVALUATION PROCEDURES 

21 

XX. ATTACHMENT B-JP MORGAN WEB ADMIN PRESENTATION 34 

2

I. PURPOSE 


The purpose of the Electronic Benefit Transfer (EBT) Operations Manual is to 

establish uniform operating procedures for the delivery of benefits through the 

EBT System. This manual will provide operational information to EBT and field 

staff regarding the issuance, replacement and maintenance of EBT cards and 

systems. 

II. INTRODUCTION 

The operation of the New Mexico EBT system is contracted by the New Mexico 

Human Services Department to a vendor operating in the role as the "EBT 

Provider". JP Morgan Electronic Financial Services (EFS) is the current EBT 

provider for the State. The Electronic Benefits Transfer (EBT) debit card system 

allows for the establishment of individual cardholder EBT accounts. The account 

resembles a bank account with the exception that it is a debit access-only 

account. Drawdowns from the account occur only utilizing a plastic access card 

at Point-of-Sale (PaS) terminals and Automated Teller Machines (ATMs). pas 

terminals are located at FNS-authorized stores and restaurants that accept 

Supplemental Nutrition Assistance Program (SNAP) benefits from qualified 

cardholders. 

Deposits may only be made via a benefit file generated from the State's eligibility 

system. Each eligible cardholder is issued a plastic debit card that can be used to 

access available benefits at QUEST® POS and ATM locations. The card has a 

magnetic stripe that is encoded with necessary Track II data at the time of card 

issuance. The encryption format is the ANSI 4.16 Standard, which is the 

"American National Standard for Financial Services-Financial Transaction 

Cards-Magnetic Stripe Encoding," and is fully compliant with the requirements 

of the Electronic Funds Transfer (EFT) switch networks that may participate in 

the program. J.P. Morgan EFS' designated card vendor Oberthur, will manage 

mailed card issuance. 

III. CARD ISSUANCE AND REPLACEMENT 

J.P. Morgan EFS will manage mail issuance of EBT cards to new clients 

following receipt of demographic files from the State via the batch interface. 

Automatic card replacement via mail may also be initiated for established benefit 

recipients by calling the JP Morgan Customer Service number at 800-843-8303 

24/7 or the Departments Customer Service number at 800-283-4465, 8:00 AM to 

5:00 PM Monday through Friday. All the cards are mailed with an inactive status. 

New Mexico EBT cardholders will utilize the Single Call PIN function through the 

IVR to establish PINs and activate cards. J.P. Morgan EFS' EBT host will control 

the linkage of a recipient's card and PIN to the client account. 

3


Over-the-counter (OTC) card issuance will continue to be managed by the EBT 

office for emergency use only. The New Mexico EBT Project Office uses the 

OTC Card Replacement screen on the JP Morgan Web Browser. County 

Directors' determine whether an OTC card is warranted and make a request to 

the EBT Project office to issue the card in the JP Morgan system. Clients who 

receive cards in this manner will utilize the Single Call PIN function through the 

IVR to establish PINs and activate cards. See section X.- Emergency EBT Card 

Issuance, for instructions. 

Card stock is produced by Oberthur Card Systems. Oberthur will be responsible 

for the acquisition and management of card stock and will ensure that the card 

stock meets all federal and applicable International Standard Organization (ISO), 

ANSI, and Quest® standards. 

IV. ACTIVATION/DEACTIVATION OF EST CARD 

Activation of Mailed Cards 

New Mexico EBT cards are currently mailed from Oberthur for distribution to 

cardholders through the mail. All original or replacement cards issued by mail are 

produced in an inactive "00" status. Mailed cards will not have a corresponding 

PIN mailer. The client calls the IVR to activate the card. All cards have 

instructions on how to activate the card included in the card carrier. The card is 

activated when the PIN is established via the IVR or through a CSR. Once the 

card is activated it can be used. Replacement cards are sent out active and the 

PIN is carried forward. 

Deactivation 

The EBT host system is programmed to immediately deactivate an EBT card 

when several conditions might have occurred. These events will include the 

report of a lost, stolen, or nonfunctioning card. Additionally, when an account is 

closed or when a card is "hot carded" through an administrative transaction, the 

EBT card will immediately be deactivated. 

Administrative system software used by Customer Service personnel will 

automatically deactivate a card when any of these circumstances are reported 

whether the report is over the telephone or via an administrative terminal. 

Card Suspension for Invalid PIN Attempts 

The EBT host system utilizes a simple parameter that indicates the number of 

PIN entry attempts that will cause an automatic suspension of a card. The J.P. 

Morgan EFS host will automatically suspend a card after three (3) consecutive 

invalid PIN attempts within the same calendar day. PIN locks are automatically 

removed 24 hours from the third invalid PIN attempt. The client can try again 

4


after that time. Designated EBT staff will have access to the PIN Unlock screen 

via EBT Browser Admin and will be able to unlock card holder PINs before the 24 

hour removal time, when warranted. 

V. CARD SPECIFICA TIONS 

The New Mexico cards will comply with the standard ANSI Track II layout and will 

be encoded in accordance with ISO 7813. The New Mexico BIN is 586616. 

Card Front 

The primary cardholder information (name and card number only) is printed on 

the front of the card (see Exhibit A, Primary Cardholder Information). An 

Authorized Representative's name is printed on the front of the card in addition to 

the primary cardholder's name. 

The reverse of the card has the following features: 

• Tamper-evident signature panel 

• Toll free number for reporting lost or stolen cards and for customer service 

must be printed on the card 

• Address to return card 

• High-coercive magnetic stripe 

• Client web site address 

• Quest Logo 

• HSD Logo 

• Retailer assistance toll free number 

5

• 

EBT Customer Service Help Desk: 1·800·843·8303 

AUTHORIZED SIGNATURE 

This card remains the property of the State of New Mexico 

Human Services Department and is subject to the terms 

and conditions under which It is issued. 

. 

If found please mail to: 

Human Services Department 

4501 Indian School Rd NE, Suite 201 

Albuquerque, NM 87110 If..~''. 

.....,."5•• EBTOO27 

Primary Account Number (PAN) 


The Primary Account Number (PAN) length is a 16-digit numeric field and will be 

embossed on the front of the card and encoded on Track II of the card. 

The PAN will be linked to the recipient's EBT account number (EDA) 'on the host 

database which identifies the recipient when the PAN is used in any inquiry. The 

PAN or the BIN/IIN number assigned by the ISO will also be identifiable as a J.P. 

Morgan EFS number to all institutions attempting to determine the Financial 

Agent who issued the card. 

J.P. Morgan EFS' EBT system uses a number of authentication and check-sum 

processes at every level of processing. The last digit of the PAN is an industry 

standard check digit using an algorithm and is the first step in the card validation 

process. The digit is calculated based on all the previous numbers and is used to 

validate the PAN. This check digit is the first step in the card validation process 

whenever a PAN is used. 

VI. PIN ISSUANCE AND REPLACEMENT 

J.P. Morgan EFS manages and processes requests for PIN maintenance which 

includes initial and replacement establishment of PINs. The issuance of an initial 

PIN is managed via the Single Call PIN function on the IVR. Replacement PINs 

may be obtained by either of these two methods: 

• IVR-Single Call PIN 

• EBT Account web Application 

The State's demographic batch file and the EBT Browser Admin OTC Card 

Replacement screen place requests in the Card Issuance file to establish a card 

on the system. The card number, as well as the type of request, is placed in the 

issuance record. All PIN management functions are performed by interfacing with 

the New Mexico EBT system. The recipient's PIN is never stored or maintained 

on the EBT Browser Admin or the EBT Account Web Application. 

6

IVR Single Call PIN 


Clients are able to use the IVR to select and change their PINs. The PIN change 

process is a one-call process, and clients must provide appropriate identifying 

information - date of birth, Social Security Number and address. Clients cannot 

change their PIN if the card is in an inactive status (any status greater than "01 "). 

Clients may begin to utilize this function as soon as an account is established on 

the J.P. Morgan EFS database. 

EST Account Web Application 

When replacing a PIN, the cardholder has the option to exchange secure 

messages with JP Morgan Customer Service by using the online application EBT 

Account. The end user can access the application over the Internet where they 

can log into the application using their card number and PIN. At the sign-on page 

the user enters card number and existing PIN. The existing PIN must be known 

in order to proceed; if it is not known, the cardholder will have to call into the IVR 

or contact their local office for assistance. 

Before the card number and PIN are verified by the EBT host system, the Web 

and host will exchange encryption keys. By exchanging keys, this allows the PIN 

to be encrypted, sent to the host, decrypted and verified. Once verified they can 

select the option to change their PIN which then sends a secured message to the 

EBT system to change the PIN. PIN changes are initiated immediately for 

cardholder use. 

Cardholders also have the option, once logged in, to select a user name and 

password to use to log onto the EBT Web Account application instead of the card 

number and PIN. 

VII. CARD REPLACEMENT 

If a client needs to replace a card, he/she first calls customer service to 

deactivate the existing card. When the client verifies his/her current address on 

file and answers the security questions correctly (OOB, SSN, address), a 

replacement card is mailed. If the address cannot be verified or the caller cannot 

answer the security questions, the client is instructed to call the EBT\HSO 

customer service help desk. If a replacement card is requested via the EBT 

Browser Admin Card Status Change screen, the EBT Staff should choose card 

status "09" to indicate that the change results from EBT Staff action. The 

previous PIN will carry forward to the replacement card. The client may also call 

the IVR to change the PIN. 

If J.P. Morgan EFS receives demographics for a client but a card has not been 

issued, the system generates a card number with a "98" status code. This allows 

the creation of an EOA number and posts the benefit deposit to the client's 

account. When a replacement card is issued, it automatically overrides the "98" 

7


card. If a card is lost before the first benefit is transmitted to the host, the client 

may receive a replacement card by mail. 

VIII. HSD OPERA TED EST CUSTOMER SERVICE HELP DESK 

The EST\HSD Help Desk was established to assist cardholders and field staff 

with any problems related to the EST program. The Help Desk also answers 

basic benefit program questions from cardholders. Common calls to the help 

desk include: 

• Reset jp Morgan system passwords 

• jp Morgan system navigation issues 

• Access requests to the jp Morgan system 

• Card Deactivation and replacement 

• LlHEAP inquiries. 

• Cardholder complaints 

• Out of State dual verification 

Toll Free Telephone --- 1-800-283-4465 

Local Telephone --- 222-6700 

jp Morgan EFS provides customer service 24 hours a day, 7 days a week, 365 

days a year to support the following: 

• Cardholder assistance for EST related issues- 800-843-8303. 

• Retailer (Merchant) assistance- 800-429-5505. 

IX. EST MANAGEMENT EVALUATION (ME'S) 

The EST administrative office conducts yearly Management Evaluations (ME's) 

and periodic audits when requested by management. There are several items 

reviewed when conducting a ME/audit in the field offices. See Attachment A for 

ME procedures. 

X EMERGENCY EST CARD ISSUANCE 

Circumstances sometimes permit the issuance of an Over-the-Counter (OTC) 

EST card. These situations include but are not limited to: 

• An EST card (initial or replacement) was issued at registration, but was 

not mailed out from the card manufacturer 

• An EST card was issued and the card was undeliverable, and there is not 

an alternative mailing address 

• Other circumstances that prohibit the timely delivery of an EST card 

8


Before an OTC can be requested, the County Director (CD) or Officer in Charge 

(OIC) must determine if the OTC is warranted based on the criteria listed above. 

If it has been determined that the recipient has met one of the criteria listed 

above the CD may request an OTC issuance. To request an OTC EBT card, 

follow the procedures listed below: 

• A written request must be submitted to the EBT Administrative office by email 

to John Garcia johna.garcia@state.nm.us, Wendy (Ruth) Chavez- 

Paez ruth.chavez-paez@state.nm.us or Diane Valdez 

diane.valdez@state.nm.us . 

• The e-mail must contain the client's name, Social Security Number, the 

card to be activated and a reason an OTC should be issued. 

• The CD or OIC will pull the next card in their card inventory and enter the 

card number on the Inventory control log. 

• EBT staff will activate the card in the JP Morgan system and inform the 

field office of the activation in a return email. 

The county office will: 

• Maintain an EBT card Issuance Log 

• Require the recipient to verify their identity 

• Have the recipient sign for the EBT card in the issuance log 

• Issue the EBT card to the client 

• Instruct the recipient to call JPMorgan's Automated Customer Service tollfree 

number to create a Personal Identification Number (PIN) if necessary 

EBT Central Office will: 

• Verify the EBT card number that was sent to EBT Central Office via e-mail 

from the CD either in writing of verbally 

• Activate the EBT card via JPMorgan Web Admin 

• Advise the county office of any information that is pertinent to the 

particular case 

The EBT Administrative Office will monitor all over-the-counter EBT card 

issuances and compile a report to be submitted to the Benefit Delivery and Data 

Reporting Bureau. 

Activation of OTC Cards 

New Mexico EBT cards may also be activated via OTC issuance as a backup 

process. Activation will be executed via EBT Browser Admin OTC Card 

Replacement screen by a New Mexico EBT project office representative. PINs 

for OTC cards are still issued via IVR. The New Mexico EBT project office will 

request shipments of pre-embossed PAN card stock when needed. 

9 

' . .'

XI. ACCEPABLE FORMS OF IDENTIFICA TION 


A recipient may provide any of the documentation listed below as proof of 

identification: 

• Photo 10; including driver's license 

• ISO FS card (IS0433) 

• Birth certificate 

• School record 

• Church record 

• Hospital card 

• Letter from community resources 

If documentary evidence is not readily available, other acceptable methods of 

verification: 

Recipient's Participation Identification. 

The EBT Recipient Identification form is required when a recipient does not have 

appropriate identification. The caseworker can identify the recipient by a 

document in the case record. The caseworker may compare signatures or 

identify the recipient by knowledge gained during the interview. The picture 10 in 

the case record may be used. 

The caseworker that identified the recipient will sign and date the form. Recipient 

will also sign and date form. The form will be filed behind EBT card issuance log. 

Collateral contact 

An oral confirmation by a person outside the household (HH) with knowledge of 

the recipient can be accepted. The collateral contact must be able to give 

accurate third party information. A collateral contact can be used only when the 

recipient indicates difficulty in obtaining documentation. The reasons for using a 

collateral contact must be documented. 

Sworn Statement 

A Sworn statement is a recipient's signed statement under penalty of perjury. 

The recipient must provide a reasonable explanation why documentary 

verification or a collateral contact is not readily available. 

Authorized Representative 

An Authorized Representatives (AR) is an individual who is a non-household 

member that has been designated by the HOH, spouse, or any responsible 

member of the HH, to act on behalf of the HOH and obtain an EBT card. 

10


If a recipient has assigned an AR on the SNAP application or at the point of 

interview, written authorization is not required. The FSAR screen must be printed 

and filed with the card issuance log. When a person other than the person who 

is listed on the FSAR screen comes to request an EBT card for the HOH, written 

authorization from the HOH must be sent with this person. 

Field staff shall make every effort to verify or authenticate that the written 

authorization document was written by the HOH. If a telephone number is 

available, field staff should call and verify the document with the HOH. 

The AR's picture 10 must be verified and a copy of the document and any written 

authorizations must be maintained with the card issuance log. There is no limit as 

to the number of HH(s) an authorized representative may represent, as long as 

written authorization is obtained from each HH. 

XII. EST CARD STOCK REORDERS 

County offices that are in need of cards or card sleeves will need to contact the 

HSO\EBT Customer Service Help Oesk at 800-283-4465. Card shipments will be 

determined by the size of the office requesting cards. Cards will be mailed via 

certified mail or can be picked-up at the EBT Administrative Office. A EBT card 

shipment receipt (EBT-004) must be signed and returned by the receiving office. 

XIII. EST CARD SHIPMENT RECEIPT-EST 004 

The HSO/EBT Customer Service Help Oesk staff completes this form after the 

requested number of boxes are counted and verified; each box of cards should 

contain 325 cards. The number of cards counted and verified is written on the 

form and initialed. The beginning and ending card numbers are entered on the 

form for each box sent to the requesting field office 

When EBT cards are picked up at the EBT office, EBT staff will give the person 

picking up the cards the EBT card receipt and a new issuance log containing all 

card numbers in the shipment. The field office is given 3 working days in which to 

verify the shipment and return the signed receipt to the EBT office. 

When EBT cards are mailed to ISO field offices, they are mailed certified mail 

return receipt requested. If the EBT office does not receive the receipt back from 

the post office a tracer will be placed on the shipment. The ISO field office must 

verify the shipment and return the signed EBT Card Receipt within 3 working 

days. A copy of the EBT card receipt must be kept at the ISO field office with 

their EBT files. 

11

EBT CARD RECEIPT FORM EBT004 

Date Mailed/Delivered I 

From EBTSection 

---- 



Electronic Benefit Transfer Section 

4501 Indian School Rd NE, Suite 201 

----------- Albuquerque, NM87110 ---------------- 

EBTCARD 

RECEIPT 


Geo/Adm DO 

I, ~, acknowledge receipt of box(es) 

of non-activated EBT cards. ( more than two boxes require another receipt) 

BOX 1 

EBT staff Signature 

I confirm that the box contains 325 cards ranging 

between the following card numbers: 

Beginning # 1 5866 - I 

Ending # 1 5866 - 

Iconfirm receipt of 325 cards starting and ending with 

the card numbers listed above. Initials 

Date Received _ 

I 

BOX2 

EBT staff Signature 

Iconfirm that the box contains 325 cards ranging 

between the following card numbers: 

Print Form 

Beginning # I I 

Ending # I I 

I confirm receipt of 325 cards starting and ending with 

the card numbers listed above. Initials 

Received By:. Phone # ( . Email _ 

EST 004 Revi,ed09/09/2009 

Please return this receipt to the address above. 

If you have any questions, please contact the EBT/HSD Help Desk at 

800 -283-4465 

12

XIV. PROCESSING RETURNED EST CARDS 


ISO field offices should not accept EST cards from recipients. When an office is 

presented with an EST card, the person who is returning the card should be 

instructed to destroy the EBT card. EST cards that are mailed to the county office 

should be forwarded to the EBT administrative office. 

EST Administrative Office 

4501 Indian School RD. NE Suite 201 

Albuquerque, NM 87110 

When cards are received in the mail at the EBT Administrative office, an EST 

staff member will immediately deactivate the card if it is still active. The card is 

logged on the Return EBT Card Log, which resides on the EBT shared drive on 

the HSO network. The card is then destroyed by shredding which is witnessed by 

two staff members. The card is imprinted on a print-out of the clients' account 

information before it is destroyed and each witness signs this print-out. The card 

issuance history and transaction history are printed and all documents are filed. 

RETURNED EBT CARD LOG 

13

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«'

XV. CLIENT DISPUTES 


Card holders that report errors in the redemption of benefits either at Automated 

Teller Machines (ATM) or grocery stores can submit a Problem Report to the 

EBT Central Office for further investigation and possible return of benefits. Each 

office will designate a single point of contact to track and submit this form to EBT 

Central Office. The form must be submitted by fax and the fax results sheet 

saved with the original Problem Report and supporting documentation. EBT 

Central office staff will acknowledge receipt of the Problem Report by sending an 

email to the office's point of contact. 

EBT Central office will forward the Problem Report to the state's EBT processor 

for resolution. Problem Reports can take from two weeks to 90 days to be 

resolved. When a determination has been made, EBT Central office will notify the 

field office's point of contact by email of the result. The field offices point of 

contact will contact the card holder and inform them of the determination and 

document when and how the client was notified. 

If the card holder does not agree with the determination the card holder should 

be given the option of a Fair Hearing. At times, card holders may report 

redemption errors directly to the EBT processor for resolution. If this occurs, card 

holders should continue to follow-up directly with the EBT processor for 

resolution information 

15

EBT 002 Issued 01/1412009 

l'i""EWMEXICO EBT PROBLE¥ REPORT (DIPUTES) : ..'~. 

Fax to (505) 222-6712 . 

Report 

Date Completed by: 

Date of 

Incident Time of Incident: 

DATM mis-dispense DRetailer Error (double charge) DOther (specify) 


Card Holders Name Card Holders SSN EBT Card Number 

Card Holders Phone Number: 

Benefit Type: 

5866160 

DSNAP DCASH 

·.~,~~·,it~"iB.~iK~~~ri" :~~aljQ~~,'}~f~t:~'~;~·f:j~';J.S;,;(~.:~,:::,,~;i(.i;f,) 

Retailer or Bank name: Address: 

Name of contact: Telephone #: 

Amount of transaction: $ Terminal ID: 

16

XVI. PROVISIONAL CREDIT 


A Provisional Credit is a temporary credit to the client's account in the amount of 

a disputed transaction. A Provisional Credit can be requested when a recipient 

claims that an ATM or retailer did not debit the correct amount from their EST 

account. A Provisional Credit is only authorized in cases of extreme hardship 

and must be approved by the ISO County Director. An extreme hardship can be 

defined as follows: 

• Recipient is being evicted from their home 

• Recipient has a shut-off notice from a utility company 

• Recipient has loss of transportation 

• Other hardship determined by management 

When issuing a Provisional Credit, it is important to explain to the recipient that if 

the investigation reveals that an error did not occur, the EST processor will debit 

the credited amount of funds from the ongoing months TANF benefits. If the 

case is closed the following month, the caseworker will be required to process a 

claim for an overpayment. 

Steps in requesting a Provisional Credit: 

• Submit a 'New Mexico EST Project Problem' report to the EST Office. 

• Signed statement from recipient indicating a hardship exists. 

• County Directors approval of a Provisional Credit 

• Copy of the 'Card Holders Information' screen 

• Copy of the 'Transaction History' screen 

• Copy of the 'Transaction Detail' screen 

• Fax all copies to the EST Office 

• EST Office will submit all relevant information to the EST contractor. 

The EST contractor will determine if the dispute is valid. If the dispute is 

determined to be valid, a credit will be made to the clients account. The EST 

office will contact the field office when the credit is applied and the field office will 

contact the client. 

If the Provisional Credit is denied the client should be given the opportunity to 

provide more information supporting their dispute and the request may be 

resubmitted. If the request is denied a second time, the client should be informed 

about the fair hearing process. 

17

XVII. REPA YMENTS 


If a client has an outstanding claim and would like to payback that claim using 

existing benefits, the client can request that benefits be removed from their EBT 

account. The client can accomplish this by contacting the Restitutions Bureau's 

Administrative Office at 800-431-4593. 

XVIII. ACCESS TO THE JP MORGAN WEB BROWSER 

If you are requesting access to the jp Morgan Administrative Browser, the 

process is as follows: 

• Obtain a NM Human Services Department Information Technology 

Division Security Access Request Form 

• Complete form to include your current ISD2 logon ID 

• On item 6a, check "Other" and specify jp Morgan. 

• Have your supervisor sign request form 

• Fax form to Diane Valdez at 505-222-6712. 

• Once processed, you will receive an email to call Diane Valdez for 

password. 

• Passwords cannot be relayed via email or voicemail. 

If you are requesting jp Morgan access ONLY, fax form directly to Diane Valdez. 

If you are requesting additional application access, you must fax form first to the 

ISD2 Help Desk, request forms will then be forwarded to Diane Valdez for jp 

Morgan access processing. 

18

(2) USER INFORMATION 



Information Technology Division 

Security Access Request 

Fax - 827·9416 (Fax pages 1 & 2 only) 

Last Name First Name I MI I Work Phone Date 

SEE IXSTRl'CYIOXS OX PAGE 3 

BEFORE CO:\IPLETINGFORM. 

(1) CHECK ONE: 

D Add User (new) 

D Delete User (All) 

WOII

(9) AGREEMENTS 


HUMAN SERVICES SECURITY CODE OF CONDUCT, PARAGRAPH 041.5, "DISCLOSURE OR MISUSE OF CONFIDENTIAL OR OFFICIAL 

INFORMATION": 

A. The Employee/Contractor may not disclose confidential or official information if the disclosure of such information is prohibited by law or regulation or would be 

contrary to the best interests of the department or its clients. This indudes confidential infonnation from other governmental agencies that employees may gain access 

to through electronic data connections. 

B. The Employee/Contractor may not disclose or misuse confidential or official infonnation not generally available to the public, or acquired by virtue of hislher 

employment With HSD, for hislher own or another awarding contracts or grants by the department before the official release of such information. 

EXECUTIVE BRANCH INFORMATION TECHNOLOGY RESOURCES POLICY: INTERNET, INTRANET, E·MAIL AND DIGITAL NETWORK USAGE 

The Employee/Contractor has read the Executive Order. Executive Branch Information Technology Resources Policy regarding Intemet, E-mail, and Digital Network Usage. 

fully understand the terms of this policy and agree to abide by them. I realize that the Human Services Department's security software may record for management use the 

internet address of any site that I visit and keep a record of any network activity in which I transmit or receive any kind of file. I know that any violation of this policy could lead to 

dismissal or criminal prosecution. 

The Employee/Contractor understands that the Human Services Department's electrontc mail system is the Human Services Department and State property and intended to 

be used primarily for business purposes. I understand that excessive use of the E-mail system for the conduct of personal business is striclly prohibited. I acknOWledge that any 

message Isend or receive may be recorded and stored in an archive file for management use. 

The Employee/Contractor understand that Human Services Department reserves the right to access, review, and disclose information obtained through the E-mail system at 

any time, With or without advance notice to me and with or wnnout my consent. I know that any violation of this policy could lead to dismissal or criminal prosecution. 

The Employee/Contractor confinns that they have read the acknOWledgement and have had an opportunity to ask questions about it. I also agree to abide by the terms of the 

Infonnation Technology Resource Policy in this regard. 

By signing this Security Request Fonn, the Employee/Contractor agrees to be held to the same standards as HSD Employees as per the HUMAN SERVICES SECURITY 

CODE OF CONDUCT, PARAGRAPH 041.5, "DISCLOSURE OR MISUSE OF CONFIDENTIAL OR OFFICIAL INFORMATION: Signatures or references to Employee in this 

document will also refer or apply to HSD contractors. 

(10) APPROVALS 

Employee 

Supervisor 

Bureau Chief 

ROM/Director 

ISD2-Helpdesk 

Name (Please Print) Signature Date 

11 IT TECHNICIAN USE ONLY: 

Name of Security Technician (Print) Name of Security Technician (Signature) Date 

(12) SECURITY OFFICE USE ONLY: 

Name of System Admin (Print) Name of System Admin (Signature) Date 

20

XIX. ATTACHMENT 

PROCEDURES 

Updated 02/10/09 


A- EST MANAGEMENT EVALUATION 

State of New Mexico 

Human Services Department 


Benefit Delivery and Data Reporting Bureau 

EBT MA1'i'AGEMENT EVALVA nON (ME) REVIEW PROCEDURES

In compliance with 7 CFR 275.5 Management Evaluation (ME) Reviews. the New Mexico 

Human Services Deparnuent will conduct EBT Management Evaluations annually for each of 

the Department's 34 field offices. On March 15. 2007. the Department changed from over-thecounter 

EBT card issuance to a central card mail-out process. These procedures were developed 

to accommodate this change. 

Each county office maintains an inventory of EBT cards on site to be used in the event a State or 

Federal disaster is declared or in an emergency situation where the normal issuance process 

poses a hardship to the client by not allowing timely access to benefits. Card inventory is 

maintained in the field and accounted for using the EBT Card Master Inventory Control Log 

(Attachment A). This log is used to track the issuance of EBT cards and must be kept with the 

card stock The following areas will be evaluated during an EBT ME. 

EBT Card Inventory 

1. At time of the Management Evaluation, a modified EBT Master Inventory Control Log 

will be distributed to the county office and used for tracking Over-the-Counter (OTC) 

issuance of EBT cards. Every card issued OTC must be logged on the revised EBT 

Master Inventory Control Log and be kept with the EBT stock inventory. 

2. The revised EBT Master Inventory Control log must contain the head of household's 

name (Hoff's), case number. signature of case member picking up the card. the date the 

card was issued and the initials of the staff person who removed the card from inventory. 

3. A picture ID must be presented by the client when picking up the EBT card. If a client 

does not have a picture ID. the county office must verify the client's identity by 

reviewing documents in the case file. Upon verification the County Director or orc must 

initial the Master Inventory control log. 

4. EBT card stock must be physically inventoried on a quarterly basis and reported to 

Central Office. The quarterly inventory report (Attachment E) must agree with the EBT 

Master Inventory Control log which is maintained by both the field office and EBT 

Central Office. 

EBT card security 

1. EBT card stock must be physically stored in a seClU'elocked area. 

2. Only authorized personnel (to include the County Director) may have access to card 

stock and the secure area. No more than three staff members in each office should be 

authorized to access card stock and inventory logs. 

3. One of the three authorized staff members must be assigned to maintain the inventory 

logs and prepare reports for submission to EBT Central Office. 

4. It is the responsibility of the county office to report staff changes that may affect the list 

of authorized personnel that is maintained by the EBT central office. A current list of 

authorized personnel must be kept with the card stock. 


Updated 02/10/09

EBT Case Authenticity 

I. Prior to each ME Review EBT staff will process an ad-hoc report from the JP Morgan 

Data Warehouse, The ad-hoc report will contain a random sample of cards that were 

issued during the review period. 

2. The sample will contain 30cases: 5 GA cases, 15 TANF cases and 10 Supplemental 

Nutrition Assistance Program (SNAP) cases. 

3. An authentic case record must exist for each sample selected. 

4. Record must be checked for: 

• Application authenticity. 

• Verify that copies of enumeratiou exist and are authentic. 

• Identity 

5. Files that appear to be questionable will be researched further. 

Card Holder Disputes 

Card holders that report enol'S in the redemption of benet its either at Automated Teller Machines 

(A TM) or grocery stores can submit a Problem Report to the EBT Central Office for further 

investigation and possible return of benefits. Each office will designate a single point of contact 

to track and submit this form to EBT Central Office. The fonn must be submitted by fax and the 

fax results sheet saved with the original Problem Report and supporting documentation. EBT 

Central office staff will acknowledge receipt of the Problem Report by sending an email to the 

office's point of contact. EBT Central office will forward the Problem report to the state's EBT 

processor for resolution. Problem Reports can take from two weeks to 90 days to be resolved. 

When a determination has been made, EBT Central office will notify the field office's point of 

contact by email of the result. The field offices point of contact will contact the card holder and 

inform them of the determination and document when and how the client was notified. If the 

card holder does not agree with the detennination the card holder should be given the option of a 

Fair Hearing. At times, card holders may report redemption enol'S directly to the EBT processor 

for resolution. If this occurs, card holders should continue to follow-up directly with the EBT 

processor for resolution information. 

JP Morgan Web Admin Training 

At the time of the Management Evaluation. EBT staff will conduct a brief training on the use of 

the JP Morgan Web Admin system. The JP Morgan Web Admin system provides case workers 

and clerks the ability to view client card and account information. The training will instruct field 

staff on how to navigate the system to retrieve the following cardholder information: 

• Cardholder name, address, SSN. phone number. DOB. case number and card number. 

• SNAP\Cash account status. 

• Transaction history to include: transaction date. amount and retailer Information and 

whether the card was swiped or keyed. 

• Credit and Debit information. 

• Card history to include: every card issued to the client and the date it was issued. cards 

returned undeliverable, PIN selection and address changes. 


Updated 02/10109

Documentation of ME Review findings 

The results of the Management Evaluation are documented on the EBT Management Evaluation 

Report (Attachment B). This report lists the areas that were evaluated and the findings, if any, in 

each area. The EBT Management Evaluation Report is presented to the County Director at the 

exit conference and copies are forwarded to the Regional Office Manager. Benefit Delivery and 

Data Reporting Bureau Chief and the Division Deputy Director. Findings relating to EBT card 

security are required to be corrected within twenty-tom hours of discovery. All other findings 

must be responded to by the field office with a corrective action plan within thirty days of the 

exit conference. 

Corrective action plans are submitted by the County Director to the Chief of the Benefit Delivery 

and Data Reporting Bureau and copies forwarded to the Division Deputy Director, Quality 

Assessment Bureau Chief and the EBT program manager. The corrective action plan is reviewed 

and either approved or denied: denied corrective action plans must be resubmitted until it is 

agreed that all findings have been corrected. 

In the event a situation of potential fraud is discovered. the ME reviewer will submit a narrative 

outlining the reasons for the suspicion of fraud and any supporting documents to the County 

Director; if appropriate, the Regional Office Manager. Benefit Delivery and Data Reporting 

Bureau Chief: Division Deputy Director and the Investigations Bureau of the Office of Inspector 

General. The information will be reviewed by all entities and a collective decision will be made 

whether or not to take further action. 


Updated 02/10109 

TIns section intentionally blank

Updated 02/1 0/09 

I Attachment A I 

EBT )IASTER INYD10RY C:O!'iTROLOG 

JQb#136331 BQ. 7Qf30 Dat~ mailed to ISD offin: 02-26-07 

GEO\ l'SSU3D('(I Date Initials Pic 

Card Number AlnI Type C3$~N;une Cast# Client signature Issued cf Issuer ID 

58661601""""""", 26/26 OTe Jane Doe 555-55-5555 

58661601= 26126 OTC 

58661601=-=

INSTRUCTIONS FOR THE EST MASTER INVENTORY CONTROL LOG 

EBT 072 

The top portion of the form contains the name of the form, the job number, box number 

of the original card shipment and the date the shipment was mailed to the field office. 

The first column is labeled "Card Number" and is pre-filled with the first card number of 

the shipment. The second column is labeled "GEO\ADM" and is pre-filled with the field 

office location. The third column is labeled "Issuance Type" and is pre-filled with the 

Over-The-Counter acronym "OTC". 

Columns four through nine are to be completed by the authorized staff member and the 

client. 

EBT on Revised 111412009 

Updated 02110/09 

• The fourth column "Case Name"- the case head of household's name is printed 

in this column. 

• The fifth column "Case Number"- the client's case number is entered in this 

column. 

• The sixth column "Client's Signature"- the household member signs their name 

in this column. 

• The seventh column "Date issued"-the date the card was signed for and 

physically given to the client (must be same day). 

• The eighth column "Initials of Issuer" - the authorized staff member who issued 

the card to the client places their initials in this column. 

• The ninth column "PIC 10"- the authorized staff member responsible for issuing 

the card will place a check mark (v") in this column after the clients picture 10 is 

verified.

I Attachment B I 

OFFICE STATISTICS 

MSR Month: 

Total# of cases: 

SNAP 

TANF 

GA 

CARD INFORMATION 

Beginning Inventory : 

Issued prior to 

03/15/07 

Emergency Issued 

aTC 

Total issued 

Cards available 


EBT MANAGEMENT EVALUATION REPORT 

County office: 01/01 SE Bernalillo 

Review 

period: 3115107 -03118/09 

Review date: 3/18/2009 

REVIEW AREA OBSERVATIONS ., ., 

EBT CARD/LOG 

STORAGE SECURITY 

Is log & card stock 

securelv locked? 

Who has access to 

cards? 

Do only authorized 

personnel have access 

to lees and card stock? 

OTCCARD 

ISSUANCE LOG 

Does the log contain 

the date and client 

signature? 

\; 

Requires 

Follow- Requires 

UD onlv CAP

Was Photo ID copied 

for all cards issued & 

attached to log? 

were cards issued in 

seauence? 

Does the EBT 

Issuance Log balance 

with the EBT Central 

office Master Inventory 

Loa? 

OTHER REVIEW 

AREAS 

Was a quarterly 

inventory of card stock 

performed and 

reported to EBT 

Central Office? 

Require. 

Followuo 

onlv 

Require. 

I CAP 

Is the EBT poster 

prominentlv displayed? 

CASE REVIEW 

Were all files located? 

Do all cases contain a 

current, signed 

application & does it 

aooear authentic? 

Does identity 

verification exist for the 

HoH in all files? 

Do all files appear to 

be original and 

authentic? 

Do addresses on ISD2 

, Application ~nd JPM 

match? 

CARDHOLDER 

DISPUTES 


./

Are all Problem 

Reports on file in a 

central location? 

Are all supporting 

documents attached to 

the Problem Report? 

Is resolution 

documented on the 

Problem Report? 

Was client notified of 

the resolution? 

COMMENTS 

CORRECTIVE 

ACTION 


Attachment D 


~ NEW M£XICO EBTPRO. BLEM REPORT (DlPUTES) ~::'-' 

~. Fax to (505) 222';;712 

Dale or 

laCldeo.t 

Updated 02110/09 

iReport 

I Completed by: 

ITlw~ u( bthlodl(: 

DATM mts-djspcnse DRctnller Error (douhle ehnrgc) DOthcr (spedfy) 

Card Holden Sam~ ! Card noJd~rt SS~· i £BT Card Nurabee 

Card UoldtH Pbonc lS"cm!M-r: 

Beuelh Type: 

1 15866160 

DSNAP DCASIl 

R~"iJer or Hank n:nne: Addre"; 

Tclephone Ii: 

Amoant of'transaction: S TtnnJnalID: 

.;.:. 

.;,,, ..... "

INSTRUCTIONS FOR FORM 

EBT002 

THE EBT PROBLEM REPORT 

The top portion of this form should be completed with the following information: 

1. Today's date 

2. Report completed by 

3. Date of incident 

4. Time of incident 

5. A check mark in the appropriate box 

a. ~ A1M mis-dispense 

b. ~ Retailer error (double debit) 

c. 0 Other (Specify) 

The center portion or Card Holder Information area of the form should be completed with the 

following infonnarion: 

1. Card holders name 

2. Card holders case number 

3. EBT card number 

4. Card holders telephone number 

5. A check mark in the appropriate benefit type box 

a. ~ SNAP 

b. ~ Cash 

The bottom portion or Bank and Retailer informatiou area of the form should be completed with 

the following information: 

1. Retailer or Bank name 

2. Retailer or Bank address 

3. Name of contact person at retailer or bank 

4. Telephone number of the contact person at the retailer or bank 

5. Amount of transaction $ 

6. Terminal ID 

Space is available on the form for the client to provide a detailed description of what occurred 

when they experienced the problem with their card. Space is also provided for field staff to 

document when the issue was resolved and when the client was contacted. 

The completed form should be faxed to the EBT program office at (505) 222-6712 



I Attachment E 

Human Services Department Income Support Division-Els'T Office 

IlEBT CARD QUARTERLY REPORT II 

To: ERT Program Office Fax Number: (505) 222-6712 

Geo IAdm 

From:. >----> •.. 

Telephone Number _ 

Date Submitted. _ 

Check tbe appropriate quarter ~ 

Qtr #1 July-September 0 

Qtr #2 October- December 0 

Qtr #3 January- March 0 

Qtr #4 April-June 0 

OTe cards Issued 

"Bad" cards destroyed 

Total cards taken from inventory 

Card stock beginning of quarter 

Total cords Issued (including Bad cerds) 

Cards remaining 21 end of quarter 

EBT 003 Revised 01114,2009 



I 

> ...J

INSTRUCTIONS FOR FOR},,1 

EBT 003 

EBT CARD QU-'\RTERL Y REPORT 

Each County office will submit by fax this fOlID to the EBT program office on a quarterly basis. 

The fonu should be received by the EBT program office no later than October 10 th for the first 

quarter: no later than January lOth for the second quarter: no later than April 10 th for the third 

quarter and no later than July 10 th for the fourth quarter. 

The form is designed to be faxed and resembles a fax cover sheet. The "To" field is pre-filled 

with "EBT Program Office" and contains the EBT Program office fax number, County office 

personnel will complete the top portion of the fonn by entering their name, GEO\WM in the 

boxes provided. telephone number and the date the fOlIDis submitted to the EBT Program office. 

The center portion of the form lists each quarter with the months that make up the quarter and a 

check box next to it. Field staff will place a check mark in the box that corresponds to the 

appropriate quarter for which the data is being reported. 

The bottom of the fOlIDcontains two tables. The first table is used to enter card issuances for the 

quarter. The first row of the second column is where the total number of OTC cards issued is 

entered, The second row of the second column is where any defective or damaged cards, also 

know as "Bad" cards, are entered, The third row of the second column is where the total number 

of cards taken out of inventory is entered. TIllS number is determined by adding the numbers 

contained in row one and row two. 

The second table is used to report the total remaining number of cards available at the end of the 

quarter. The first row of the second column is where the total number of available cards at the 

beginning of the month is entered: this number should match the number of cards remaining at 

the end of the previous quarter. The second row of the second column is where the total number 

of cards issued including "Bad" cards is entered. The third row of the second column is where 

the total number of cards remaining in inventory is entered. This number is determined by 

subtracting the number entered in row two from the number in row one, 

The completed fOIIDshould be faxed to the EBT program office at (505) 222-6712 

EBT 003 Revised 01/14:2009 

Updated 02ilOi09 


XX. ATTACHMENT B-JP MORGAN WEB ADMIN PRESENTATION 

Updated 02110/09

JP Morgan 

EBT Browser Admin 

Instruction Guide

Logging into the 

� 

� 

� 

EBT Browser Admin 

Open the Internet 

In the Address Box Field Type the Following: 

� 

https://155.180.239.179 

Press the Enter Key

Security Alert 

� 

� 

A Security Alert Box will pop-up 

Click on Yes

JP Moran EBT Brower Admin 

Logon Screen 

� 

You will see the Logon Screen

� 

� 

� 

� 

Initial Logon 

Enter your User ID 

Enter your Password that was assigned to you (this is only a temporary 

password). 

Click on the Submit Button 

You will need to go thru the initial log on steps each time your password has 

been reset.

Changing Password 

� 

You will see another screen that will look like the following:

Changing Password Cont. 

� 

� 

� 

� 

Enter your Current Password ( the one that was given to you as 

a temporary password) 

Enter New Password 

Enter New Password Again 

Click on Submit

Completing the Password 

� 

Once you have completed entering your Password, Click on the 

Submit Button

Verifying the Password Change 

� 

� 

The password is updated when you see the following on the left 

side: A blinking star with the Message O- indicate a successful 

password change. 

Message 0 – Password Changed

� 

Logging into the EBT Browser 

Click on Login (This will take you back to the Login screen)

Initial Logon 

� 

� 

� 

� 

Enter your User ID 

Enter your New Password. 

Click on the Submit Button 

This is the screen you will see each time you log on to start a 

new session.

Retrieving Cardholder 

Information 

� 

Click on Cardholder Search

� 

� 

� 

Retrieving Cardholder 

Information Cont. 

You can choose either one of the following to bring up the cardholder information: 

Case #, Last Name, Card #, SSN or Acct. #. 

In the value box enter the number or name based upon the type you choose. 

Click on Go.

� 

� 

� 

Cardholder Search Results 

The first name on the list should be the person your are searching for. 

When you move the curser over the fields, the cursor will change on the last name from 

an arrow to a hand this indicates this link will take you to another screen. 

By clicking on the last name this will take you to the card holders information screen

Cardholder Information 

� 

� 

� 

� 

The top part of the screen will show the name, address, phone number, SSN, card# 

and DOB. 

The bottom part of the screen will show the account information. 

Food Stamp information is on the top half of the screen 

Cash Assistance information is on bottom half of the screen

� 

� 

Transaction History 

To view the Transaction History for either Food Stamp or Cash, Click on the Transaction History. 

The transaction history of only one program can be view at a time. 

� Transaction History screen will appear.

� 

� 

� 

Transaction History cont. 

The Transaction History will only go back three (3) months. 

Enter the start date in the format of MMDDYYYY 

Click on GO

� 

� 

Transaction History cont. 

Listed below are two (2) transactions. The first is the deposit and the second is a POS 

Purchase. 

Click on the date of the POS Purchase.

� 

Transaction Detail 

Clicking on the date of the POS transaction will take you to the transaction detail screen 

which shows the date and time of the purchase, dollar amount of the purchase and address 

of the merchant.

� 

� 

� 

Change/Replace-AKA Hotcard 

Card status change is used to change the current status of a card. 

Click on the change/replace to deactivate a card (aka hotcard). 

This will take you to Card Status Change screen.

� 

� 

� 

Change/Replace Screen Cont. 

Card Status Change Screen allows deactivation (aka hot card) of the EBT card. 

Select from the pull down menu the reason for deactivating EBT card. 

In the date discovered field, enter the date the EBT card is being deactivated.

� 

� 

Change/Replace Screen Cont. 

In the Comments field enter that the balance was verified with the client and enter the 

initials of person who deactivated the EBT card. 

After all fields have been entered ,click on change status and it will deactivate EBT card.

� 

� 

Change Replace Screen cont. 

A blinking star and word message will appear to indicate that the record has been updated 

Print the screen and file with the hot card log.

� 

� 

Card History 

Card history page displays the card history for all of the cards associated with the case 

number entered. 

On the card holders information screen click on Card History

� 

� 

Card History 

This will display all cards associated with the case number including card history for authorized reps. 

Clicking on the underlined card number will take you to the card detail screen

� 

Card Detail 

Card detail shows detailed information about a particular card 

� Date of issuance refers to the date this particular card was issued 

� Any comments added on the cardholder information will also be displayed in the comment line 

� This screen has information the application retrieves from the card history page and is for informational 

purposes only.

� 

Account Repayment 

To make a payment through the EBT system click on Account Repayment from the 

Cardholder information screen.

� 

� 

� 

Account Repayment cont. 

Print screen before repayment is made and after repayment amount is 

processed. 

Enter the amount of repayment in the Repayment Amount box. 

Click on the Process button .

� 

� 

� 

Final Note 

ALWAYS CLICK THE LOG-OFF ICON ON THE SCREEN. NEVER CLOSE OUT USING THE X 

ON THE WEB BROWSER UNTIL YOU LOG-OFF. 

REMEMBER: ANY ITEM UNDERLINED IS A LINK TO ANOTHER PAGE AND CAN BE 

ACCESSED BY CLICKING ON THE ITEM. 

REMEMBER: THE APPLICATION WILL AUTOMATICALLY LOG YOU OFF AFTER 15 MINUTES 

OF INACTIVITY, HOWEVER FAILING TO MANUALLY LOGOFF MAY RESULT IN YOUR BEING 

LOCKED OUT OF THE APPLICATION THE NEXT TIME YOU TRY AND LOG ON.

GI-09-46-EBT OPS Manual Final - New Mexico Human Services ...

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