MR #08.27: Undeliverable Illinois Link Cards Are Now Mailed When an Address Changes

Summary:

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 EPPIC system.
Customers whose cards are Undeliverable will hear a recorded message when they call the Illinois Link Help Line, informing them to contact their local office to verify their address.
Customers will not be able to request a replacement card or complete any other transaction on the Illinois Help Line, while the card is in Undeliverable status.
A replacement card must be issued when the EPPIC system shows a card is Undeliverable, before the customer can use the Illinois Link Help Line to complete any transactions.
Starting 09/29/08, the system will now mail a card centrally whenever an address field is changed and a card currently has a card status of Undeliverable. Any changes to the Street Address (Form 552 Item 9), or City, State, Zip Code (Item 10) will prompt the system to look at the card status for that case. If the card status is Undeliverable, a replacement card will be mailed to the client unless an N is entered in the Mail Link field.
After a replacement card has been issued, the customer can call the Illinois Link Help Line to complete transactions and will no longer receive the message to contact the office.
FCRC staff should never select Undeliverable when entering the status of a card in the EPPIC system. If Undeliverable is selected, the customer will not be able to replace the card or complete any transactions using the Illinois Link Help Line, instead they will receive the message that tells them to contact their local office.
Staff can now verify that they entered an N in the Mail Link field, in IPACS Option 5 Transaction Inquiry.
To simplify data entry for staff in IPACS, the Mail Link field on Screen 2 in IPACS has been changed to allow a dash.
WAG 28-06-01 is corrected to reference the Illinois Link Card Issuance and PIN Pack Log (Form 4702) instead of the PIN Packet log sheet.