WAG 22-01-01-b: Issuance of Link Card

PM 22-01-01-b

new manual textIES Mail Link Card Override

Once eligibility is ran in IES, select the option to mail Link Card either centrally or select no if the Family Community Resource Center (FCRC) issues the Link Card in office.

(IES) In the Left Navigation select 'No' to issue Link Card in local FCRC office. To mail Link Card centrally, do not select an option in dropdown menu. Link Card will be mailed centrally.

Deleted text
  1. (FCRC) If the office is issuing the card, check revised textIES to get the Illinois Link account number. Always use the Illinois Link account number to issue the Illinois Link Card.
  2. (FCRC) Verify identity. If the customer has an ID card that has their photo on it, (e.g., driver's license, Illinois ID card, credit card, student ID), no other proof is needed. The customer should provide two proofs of identity if their photo is not included.  Acceptable proofs of identity include: 
    • birth record
    • driver's license
    • work or school ID
    • wage stub
    • library card
    • military record
    • social security card
    • insurance policy
    • prison - court record
    • state-issued ID
    • voter registration card
    • clinic card - medical record
    • passport
    • firearms ID card.
  3. (FCRC) Complete Illinois Link Card Issuance IL444-3658. The customer signs Illinois Link Card Issuance Form IL444-3658 when they are issued the card in the FCRC. Do not require the customer to sign Form IL444-3658 when the Illinois Link Card is mailed to the customer by the FCRC.
  4. (FCRC) Have the customer call the Link Help Line or visit the Link Card website to select a PIN revised textusing a PIN Key Pad (see WAG 22-01-01-e).
  5. (FCRC) Assign the next sequential card number listed on card log sheet 'Card and PIN/PCN Issuance' (pdf).  Check the 'Initial Issuance' column or 'Replacement' column. deleted text
  6. (FCRC) Attach original Illinois Link Card Issuance Form IL444-3658 to the card log sheet 'Card and PIN/PCN Issuance'. 

FCRC Issuing the Link Card

Except due to the lack of staff availability, the same worker cannot authorize the benefits on a case and issue the Link Card.  If there is only one worker available to issue the benefits and the same person must issue the Link Card (e.g. due to expedited SNAP processing), the worker must request and receive written approval to issue the card from a supervisor, local, or regional administrator who will verify correct procedures have been followed prior to issuing the card. The written approval may be via email.

Card Log Sheet

The card log sheet 'Card and PIN/PCN Issuance' (pdf) is provided by the EBT contractor with each shipment of Link Cards. Each card log sheet contains 20 Personal Account Numbers (PAN's), commonly called Link Card numbers. As each card is assigned, complete information for the card and attach the corresponding Form IL444-3658.

The log sheet with the attached Form(s) IL444-3658 must be retained for a full 5 years. Retain in the EBT file for 2 years. After 2 years, send to Business Services, Records Administration.

Undeliverable Cards

Illinois Link Cards mailed by the EBT contractor are not forwarded by the post office. They are mailed in an envelope that has Do Not Forward - Return to Sender under the return address. Illinois Link Cards are returned to the Electronic Benefit Transfer (EBT) contractor when they cannot be delivered by the post office. When the card is returned, the EBT contractor changes the card status to Undeliverable in the revised textebtEDGE Worker Portal. When customers whose cards are Undeliverable call the Illinois Link Help Line, they are directed to a customer service representative who will verify current information and change the address.  See WAG 22-01-01-d for replacing cards on accounts with Undeliverable status.

A daily file of card mailings returned as undeliverable is available in Mobius by accessing report #EBTR4101. The report is available for staff to use when a customer reports a problem with the receipt of a card. If a card was mailed to the correct address but still came back as undeliverable, instruct the customer to check with the U.S. Post Office to ensure their name is registered to the address. In emergency situations, FCRC staff should issue the replacement card.

deleted and revised text When staff change an address in EBTedge, the address change will pass to IES two days later. When staff update name, date of birth, or social security in ebtEDGE, the address change will pass to IES.