(a) Scope.  The Finance Division Electronic Benefit Services (EBS):

• (1) ensures issuance of benefits to clients receiving food benefits, Temporary Assistance for Needy Families (TANF), and subsidized child care benefits, as well as child care providers through the Access Oklahoma program; and
• (2) provides technical assistance to Oklahoma Department of Human Services (OKDHS) staff in local human services centers and area offices.

(b) Technical assistance.  EBS assists OKDHS staff with technical issues described in this subsection.

• (1) Vendor Help Desk.  EBS Contractors provide a toll-free Help Desk to assist clients with account balance and card cancellation.  The toll-free number is located on the back of the client's benefit card.  Problems with the vendor's Help Desk are referred to EBS.
• (2) Vendor system access.  OKDHS staff needing help with new or resetting passwords contact EBS staff or refer to the EBS handbook.  Additional copies of the handbook are available by contacting EBS.
• (3) Benefit cards.
  • (A) Cancellation.  A client's benefit card is cancelled by calling the toll-free number located on the back of the benefit card.  When the vendor's Help Desk is unavailable, contact the EBS staff for assistance.
  • (B) Issuance.  EBS staff assist local human services center staff with the issuance of benefit cards.  Benefit cards are printed at the individual local human services center's embosser.
  • (C) Linking.  EBS staff is contacted to link benefit cards to the:
    • (i) Food Stamp Program;
    • (ii) TANF Program; and
    • (iii) Child Care Program.
• (4) Vendor system issues.  EBS staff is immediately contacted to report vendor system issues.  EBS staff coordinate with Data Services Division or the appropriate vendor to correct the problem.
• (5) Automated teller machine (ATM) client issues.  When a client has an ATM issue, the client completes a disputed claim with the vendor by calling the toll-free number on the back of the benefit card.  The vendor researches and credits the client's account, if appropriate.
• (6) Payee changes.  Human services center staff determine a new payee's access to the current balance.  Payee benefit changes are made by the worker at the local human services center, per EBS procedures.
• (7) Retail vendor issues.  Retail vendor issues are directed to the Help Desk number provided in the retail vendor handbook.  Any issues not resolved with Help Desk are directed to EBS.
• (8) Child care provider issues.  Child care provider issues are directed to the vendor Help Desk for resolution.  Reports of unsatisfactory performance by or regarding the vendor Help Desk are directed to EBS.
• (9) Child care payments.  Child care overpayments and the assessment and collection of liquidated damages are processed per OAC 340:2-11-150.
• (10) Access to electronic benefit transfer (EBT) child care.  Access to EBT child care is granted after submission to EBS of Form 10EB003E, Password Request for EBT Child Care Administrative Terminal Functions.
• (11) EBT child care adjustments.  Requests for payment adjustments are made by submitting Form 10EB004E, Report of EBT Child Care Payment Adjustments, per instructions for the form.
• (12) EBT manual child care claims.  EBS pays child care providers based on approved benefit card swipes.  Upon prior approval of the EBS staff, a manual child care claim is submitted on Form 10AD121E, Child Care Claims.
• (13) EBT fraud.  A client, vendor, or provider suspected of fraud is reported to the Office of Inspector General via Form 19MP001E, Referral Form.