Hoosier Works Card FAQ's
Q: What is EBT/Hoosier Works Card?
A: EBT stands for Electronic Benefit Transfer. With EBT, Indiana will no longer issue paper food stamp coupons or TANF Checks. Instead, you will receive a plastic debit card called a Hoosier Works Card that is similar to an ATM and/or debit card. You will use it for food purchases or to access your cash benefits. As you make purchases, or withdraw cash benefits, your balance in your account will decrease.
Q: How do I sign up for EBT?
A: You will not need to "sign up." All those who receive food stamp or TANF assistance will participate in EBT, but you must attend the training, be issued your Hoosier Works Card, and select your Personal Identification Number (PIN).
Q: Will EBT change the amount I receive in food stamps or cash benefits?
A: No. This is not a new program. Eligibility requirements and the amount of assistance you receive will not change under EBT.
Q: I don't want a Hoosier Works Card; Can I continue to recieve coupons?
A: No. Paper coupons will no longer be issued once EBT is in your county.
Q: What about the coupons I still have? Can I use them, even thought I have received my Hoosier Works Card?
A: Yes. You may continue to use whatever remaining coupons you still have.
Q: When will EBT be in my county?
A: EBT will be introduced into the state between May 2001 and March 2002. The counties will be as follows:
| May 2001: | Allen, DeKalb, Steuben |
| August 2001: | Elkhart, Fulton, Kosciusko, LaGrange, Marshall, St. Joseph and Whitley |
| September 2001: | Jasper, Lake, LaPorte, Newton, Porter and Pulaski, Starke |
| October 2001: | Adams, Blackford, Cass, Delaware, Fayette, Grant, Henry, Howard, Huntington, Jay, Miami, Randolph, Rush, Tipton, Union, Wabash, Wayne and Wells |
| November 2001: | Boone, Hamilton, Hancock, Hendricks, Johnson, Madison, Marion, Morgan and Shelby |
| February 2002: | Bartholomew, Clark, Crawford, Daviess, Dearborn, Decatur, Dubois, Floyd, Franklin, Gibson, Harrison, Jackson, Jefferson, Jennings, Knox, Martin, Ohio, Orange, Perry, Pike, Posey, Ripley, Scott, Spencer, Switzerland, Vanderburgh, Warrick and Washington |
| March 2002: | Benton, Brown, Carroll, Clay, Clinton, Fountain, Greene, Lawrence, Monroe, Montgomery, Owen, Parke, Putnam, Sullivan, Tippecanoe, Vermillion, Vigo, Warren and White |
Q: How do I use my Hoosier Works Card?
A: You will receive training at your local Division of Family and Children. You will receive a blue training letter in the mail telling you when the training will be and what to do if you cannot attend at the scheduled time. At the training, you will see a video on how to use the card, receive your card, and select a PIN (Personal Identification Number).
Q: Will my Hoosier Works Card have my name on it?
A: Yes. The card you receive at training will have your name on the front of the card. If you have an authorized representative or protective payee, they will be issued a card which will have your name, as well as their name on the card. However, any other card you receive directly from your local office will not have your name on it, but that card will work just as the other cards do.
Q: I have received my Blue Training Letter . . . Do I have to come for training?
A: Yes. You have to attend training to learn about EBT, to pick up your card and to select your Personal Identification Number.
Q: Can someone else go to training for me?
A: No. Cards will only be given to the person whose name appears on the blue training letter.
Q: Can I bring my children to the training?
A: Because our training space is limited, we are asking that children are not brought to the training sessions.
Q: What if I cannot make the appointment date on my blue training letter; can I reschedule?
A: Yes. The bottom of the blue letter shows the times you can come in for training if you cannot keep the scheduled appointment.
Q: Do I need to bring anything with me to the training?
A: Bring the blue training letter, plus two forms of identification, one of which has a picture. If you do not have a picture ID, you must bring three forms of identification, plus the blue training letter.
Q: What if I lost my blue training letter; What do I do now?
A: That is OK. When you come to training, be sure to bring a record of your case-number, plus identification as mentioned above.
Q: My English is poor; will there be an interpreter?
A: No. There will not be an interpreter present (unless the county has arranged one). You may bring somone to translate for you if you wish. Training materials will be available in both English and Spanish.
Q: Will I be able to use my card right away?
A: No. You won't be able to use your card until the 1st day your county is using EBT.
Q: How long is the training session?
A: Each training session will last about 45-55 minutes. You will see a video, have an opportunity to ask questions, get your card and select a Personal Identification Number (PIN).
Q: What is a PIN?
A: PIN is short for Personal Identification Number. This is a four-digit number that you pick to access your benefits. It is important that you choose four numbers that are easy for you to remember. Never tell your PIN to anyone. If you do, someone may use your card to get your benefits, which those benefits will not be replaced. Also, never write your PIN on your Hoosier Works Card and do not keep it written down in your wallet or purse.
Q: What happens if I forget my PIN number or if someone finds out what my PIN number is and it needs to be changed?
A: Contact your local Division of Family and Children office during regular business hours (8:00 a.m.- 4:30 p.m.). On weekends and holidays, if the office is closed, call the EBT Help Desk toll free 1-877-768-5098.
Q: What happens if my Hoosier Works Card gets lost or stolen?
A: Call the EBT Help Desk Immediately at 1-877-768-5098 to have a new card mailed to you.
Q: Is there a cost to replace a lost or stolen Hoosier Works Card?
A: Yes. You will be charged $2.00 for each replacement card. The $2.00 will be taken from your food stamp balance first. If you do not have a balance left on your food stamp account, it will then be taken from your cash benefits. If both balances are $0.00, it will be deducted from your next benefit balance.
Q: How quickly will I receive my new Hoosier Works replacement card?
A: Once you have notified the EBT Help Desk, you should receive your card within five (5) business days from the date you reported.
Q: Will the day I receive my benefits change?
A: All Cash benefits will be available on the first day of the month. Food Stamp benefits will be available on one of the first five days of the month, according to the first letter of your last name:
| A - B | 1st |
| C - D | 2nd |
| E - G | 3rd |
| H - I | 4th |
| J - L | 5th |
| M - N | 6th |
| O - R | 7th |
| S | 8th |
| T - V | 9th |
| W - Z | 10th |
All benefits will be available at 8:00 a.m. Central Time on the benefit date.
Q: Will my benefits be available even if my benefit date falls on the weekend or a holiday?
A: Yes. Your benefits will be available to you at 8:00 a.m. Central Time on the availability date to receive them, no matter if that date falls on a weekend or holiday.
Q: What if I only receive a small amount of food stamp benefits; can I let the amount increase over a few months before I use them?
A: Yes. You may let them accumulate. Food stamp benefits will be available for 365 days from issuance and TANF benefits 180 days from issuance.
Q: Where can I use my card?
A: Most of the stores where you shop now will accept the Hoosier Works Card. If the store accepts the Hoosier Works Card, a "Quest" sign will be displayed (as shown below). A store showing a "Quest" sign along with a dollar sign ($), tells you that you may use your cash benefits at that store. If a store shows a "Quest" sign along with a grocery bag, it tells you that you may use your food stamp benefits there. If a store shows a "Quest" sign with both a dollar sign ($) and a grocery bag, it tells you that you may use both cash and food stamp benefits at that store. You will also be able to get your cash benefits at most ATM's.
Q: How will I know how much I have left to spend on my Hoosier Works Card?
A: You must keep your receipts when you make a purchase. Every time you purchase items, you will receive a receipt that will tell you your remaining balance. Also, you may contact your local DFC office or call toll free at 1-877-768-5098 to find out your balance, 24 hours a day, 7 days a week.
Q: Will all stores be able to give me cash back?
A: Not necessarily. If a store returns cash to another cardholder, stores must also return cash from their TANF account to Hoosier Works Card holders. You cannot get any change or cash back from your food stamp account.
Q: Can I get change back from my food stamp purchases?
A: No. Only the exact amount of your food stamp purchase will be deducted from your food stamp account. Some stores may provide change or cash back from your cash account purchases, but it will depend on the individual store policy.
Q: Will I be able to check my balances at the stores?
A: Yes. You will be able to check balances at participating stores, but the availability to check your balance will be up to the store's individual policy.
Q: What if I receive a card that doesn't have my name on it or it has two names? Will stores still take my card?
A: Yes. Stores are being trained that cards may have two names, one name or no names on the front of the card.
Q: Can I go to the bank teller and withdraw money or find out my balance?
A: No. You can only withdraw your cash benefits at an ATM or a POS (Point of Sale) machine at a participating store.
Q: What are the fees associated with ATM transactions?
A: Transaction fees are as follows:
- 1st and 2nd withdrawals are free each month
- 3rd through 12th each month is $1.00
- 13 and over each month is free
In addition to the transaction fees, you will also have to pay any surcharges necessary by the ATM or bank. All fees are automatically taken out of your account at the time of the transaction.
Q: Will all ATM machines surcharge?
A: Each bank will determine surcharges. Some banks may choose to surcharge, others may not.
Q: Will ATM surcharges apply to the two free ATM transactions per month?
A: Yes. ATM surcharges, if any, will apply to all approved ATM withdrawals.
Q: Can I have an authorized representative get my food stamp benefits?
A: Yes. You will need to fill out a form from your local Division of Family and Children office giving information about the person you select. Your authorized representative will also receive a Hoosier Works Card, and will need to go to training and select a PIN. Because this person will have access to all of your benefits, you need to be sure that they are someone you can trust.
Q: Can I use my Hoosier Works Card in another state?
A: If you choose to use your Hoosier Works Card in another state, you must first make sure to look for a "Quest" sign. There are states which are "Quest" compliant. Those states along with Indiana are:
Alabama, Alaska, Arizona, Arkansas, Colorado, Connecticut, District of Columbia, Florida, Georgia, Kentucky, Hawaii, Idaho, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Sacramento County, CA, Tennessee, Vermont, Washington and Wisconsin
Q: What happens if I move out of state and have benefits remaining in my account?
A: You will need to withdraw your cash benefits. Should you have a food stamp benefits balance, it will be converted to coupons if you are moving to a state that does not have an EBT system.
Q: What should I do if my Hoosier Works Card isn't working?
A: If you Hoosier Works Card is not working, you need to contact the EBT Help Desk toll free at 1-877-768-5098
