An Advocate's Guide
to Electronic Benefit Transfer (EBT) in California

Jessica Bartholow
Alameda County Community Food Bank

Debra Garcia
Consumers Union of U.S., Inc.
West Coast Regional Office

November 2002

Report
Acknowledgements
Glossary
List of Website & Contacts
List of Appendices

Appendix Z

Electronic Benefit Transfer (EBT)
& Limited English Proficient Clients
Q&A in Alameda County

On August 1st, Alameda County will begin using the EBT system for the distribution of Food Stamp, CalWORKs, and GA benefits. Alameda is one of two counties in the state to conduct a pilot program that will help fine tune the system and address problems before EBT is launched statewide. The following questions have been prepared to stimulate discussion about the EBT system and its use by limited English proficient clients in Alameda County.

1. How are limited English proficient recipients in Alameda County learning about EBT and how to use it? Alameda County Social Services Agency has sent clients six informational notices about EBT along with their monthly benefits. These notices have gone out in Chinese, Vietnamese, Cambodian, Farsi, English, and Spanish. To provide extra assistance during EBT roll-out, the County will have walk-in training centers with translators on site.

2. What informational materials and which forms will be translated for LEP recipients in Alameda County? The State has produced an EBT brochure and wallet card in English and nine other languages describing how to use the EBT card. Alameda County will use all of these State-provided materials and will translate these materials into other languages spoken by recipients in Alameda County. In addition, some county forms will be available in the six languages listed above.

3. Will everyone have to use the EBT card or can clients "opt out"? Recipients who can demonstrate their inability to successfully use EBT will be able to request an exemption from using EBT for cash programs. If the exemption is granted, the recipient will continue to receive a paper check. Exemptions will be granted on a case-by-case basis. A recipient may also request that his or her cash benefits be deposited into a personal bank account instead of an EBT account ("direct deposit"). In the case of Food Stamps, federal law mandates the use of EBT so the only alternative available to recipients will be the designation of an Authorized Representative to access benefits.

4. Will CFAP (California Food Assistance Program) and CAPI (Cash Assistance Program for Immigrants) benefits also be delivered through the EBT system? Alameda County does not issue CAPI payments; those are issued from San Mateo County for several counties. Only CalWORKs, General Assistance and Refugee Cash Aid will be distributed through EBT for Alameda.

5. Will LEP clients be able to use the EBT cards to buy food and access cash at the stores and other locations where they are accustomed to going? If the location is already certified by the USDA Food & Nutrition Service (FNS) to accept Food Stamp coupons then they will be able to sign up for EBT so that they can continue to accept food stamp benefits for payment. Other locations such as check cashers, ATM machines and gas stations may also participate in EBT for cash benefits if they sign up to do so.

6. Will the ATMs and Point of Sale (POS) machines employ languages other than English? Some ATM machines already use languages other than English. ATM machines will not be modified for the EBT program. POS machines generally use English.

7. Will EBT users ever have to pay a fee to access their food stamp or cash benefits under the EBT system? Federal regulations prohibit any Food Stamp Program participating retailer from charging a fee for using food stamp benefits. However, recipients may have to pay ATM or POS surcharges for using their EBT card for cash benefits at certain locations. In addition to possible surcharges for cash benefits, recipients will have to pay an $0.85 "transaction fee" at an ATM if they make more than four "cash only" withdrawals during the month.

8. Can an EBT user get help in a language other than English if he or she has problems using a card or accessing the system? Card users can call a Client Helpline toll-free number (1-877-328-9677), 24-hours per day, seven days per week. An Automated Response Unit (ARU) will provide services in the 11 languages most commonly spoken by Food Stamps and CalWORKs participants in California (English, Spanish, Vietnamese, Armenian, Cambodian, Mandarin, Cantonese, Hmong, Russian, Lao and Farsi).

9. What if a client who doesn't speak English needs help from a live Customer Service Representative? English and Spanish speaking Customer Service Representatives (CSRs) will be available 24 hours per day, seven days per week to provide information and deactivate a lost or stolen EBT card. AT&T Language Line operators will be available in the other nine EBT languages at all times for recipients who need to report a card lost or stolen. During County business hours, the County will be able to assist with EBT issues either over the phone or in the office. County offices have staff who speak various languages as well as access to the Language phone line.

10. What happens if an LEP client who does not speak one of the 11 ARU languages has a problem with the EBT card? Recipients who do not speak one of the eleven languages will have to find someone to help them use the Customer Service help line, or they may go into their county welfare office to request assistance.

11. Will the INS have access to the information a recipient supplies for the purposes of creating or using an EBT account? The California Department of Social Services response to this question is, "There is no information supplied by an applicant that is specific to the creation or use of an EBT account. EBT is a benefit issuance system and does not affect eligibility. The information required for the creation and usage of an EBT account is identical to that required for the use of benefits in existent paper-based issuance systems."

12. Will benefits be replaced if they are stolen from an EBT account? Benefits stolen prior to the recipient reporting the card lost or stolen will not be replaced. If a card is lost or stolen, the user must call the Client Helpline as soon as possible to make a report. The card will be deactivated and replaced with a new one.

This Question & Answer Sheet was compiled by Isabel Alegria of the California Immigrant Welfare Collaborative, Jessica Bartholow of the Alameda County Community Food Bank and Debra Garcia of Consumers Union.