This PD outlines the rules for replacement of stolen Food Stamps * although the procedure may prove awkward (client reports to HRA and then HRA deals with OTDA to get a decision on whether FS will be replaced), at least there is an acknowledgment that agency error could cause this problem. The new PD requires HRA to determine whether the Agency or EBT customer service failed to take appropriate steps that could have contributed to the benefits being stolen. Specifically, the PD provides:
"Decisions to replace FS benefits reported stolen from the Electronic Benefit Transfer (EBT) system are made by the Office of Temporary and Disability Assistance (OTDA) on a case-by-case basis.
Alleged stolen FS benefits may be replaced only if:
* the participant contacted EBT Customer Service prior to the benefit theft to report a lost, stolen or compromised Common Benefit Identification Card (CBIC) or came to the center and requested a Personal Identification Number (PIN) restriction, and
* the Agency or EBT Customer Service failed to take appropriate steps to deactivate the lost, stolen or compromised CBIC or failed to complete a requested PIN restriction."