PSP-17693-720; State Supplemental Payment (SSP) Reason Codes; September 2015
Refer to Appendix I for the SSP Replacement Desk Guide.
Payments issued by direct deposit are processed by the Treasury Department. Problems related to direct deposit should be referred to Treasury. If an individual reports that they have not received their direct deposit:
Review CIS to verify that the recipient was eligible to receive the SSP payment.
Verify that the payment date is correct.
Review OnBase information to determine whether the payment has been issued and whether it has been returned to Treasury.
NOTE: For recipients who have chosen to receive SSP payments by Direct Express, the CAO should follow the three steps above for replacement payments and issues. If review of OnBase verifies the payment was issued to Direct Express, instruct the individual to contact Direct Express Customer Service at 1-877-212-9991.
If direct deposit failed and payment was returned to Treasury, advise the recipient that SSP was sent by check. Treasury will send a letter explaining what is needed to correct the banking information to prevent future direct deposit failure.
If the direct deposit did not fail and payment has not been returned to Treasury, advise the recipient to obtain a copy of their bank statement to verify that the deposit was not received. If the deposit was not made, the CAO will process an OTI to replace the SSP payment. If the deposit was made, explain that payments that have been made correctly will not be replaced.
Inform the recipient that Treasury will initiate an investigation with the bank to determine the status of the missing payment.
Recipients must access their EBT cash benefits account at least once every 180 days. If there is no debit activity in 180 days, the EBT account becomes inactive and the cash is returned to DHS.
If an SSP recipient reports that they have not received their SSP payment in their EBT account:
Review CIS to verify that the recipient is still eligible to receive the SSP payment.
Verify that the payment date is correct.
Review CIS to determine if the benefit has been returned. If returned, the benefit may be replaced for up to one year from the date of original issuance. The CAO should reissue the benefit using Reason Code 125 for a partial benefit return or Reason Code 126 for a full return of benefits.
Review EBT process with the recipient. If the SSP was correctly issued via EBT, explain that the Department does not replace benefits that are issued correctly.
If an individual reports that they have not received their check by the expected delivery date, the CAO will investigate the check status using the Treasury OnBase system. The method of replacement will depend on the following:
Whether the check has been cashed.
The date of expected delivery.
The number of times a replacement check has been issued to a recipient.
If the recipient reports that a check has not been received, the CAO will:
Review CIS to verify that the recipient is still eligible for SSP and that SSP payment was issued by check.
Verify that the payment date is correct. Explain that the CAO must wait five mailing days to ensure delivery before requesting a replacement check.
Review OnBase to determine whether the check has been cashed.
If the check has been cashed:
Discuss with the individual the fact that the check was cashed.
Confirm with CIS that this is the first or second replacement of a cashed check within 12 months.
Replace the SSP via an OTI, and put a case comment stating that this transaction is a replacement issuance of SSP payment. Treasury will not process the replacement check if this comment is not entered in case comments. This will result in a delay of payment to the recipient.
NOTE: If an issuance needs to be replaced online by the CAO for any month prior to February 2010, the reason code 106 must be used.
NOTE: If an issuance needs to be replaced online by the CAO for February 2010 or later, the reason code 105 must be used.
NOTE: No other reason codes should be used to issue SSP replacement checks online.
If this is the 3rd replacement or more within 12 months, complete the PA 207 and have individual sign it. Only one signature is needed on the PA 207. Place a copy in the case record.
Mail PA 207 to Treasury and narrate in the case record. Follow the PA 207 procedures outlined in Appendix J.
Treasury will investigate the status of the payment and determine whether an investigation should be initiated. These procedures should be followed if an individual states that they either have not received a check or that it was lost, stolen or destroyed.
If the check has not been cashed and five mailing days have passed:
Complete the OnBase Replacement Request screen. Treasury will place a stop-payment on the original check and will issue the replacement.
Inform the recipient that the replacement should arrive within 7-10 mailing days.
Explain that a stop-payment has been placed on the original check. If the original check is then cashed, the recipient may be charged stop-payment bank fees. DHS will not reimburse bank fees. The replacement check will have the word “Replacement” on it, as shown in Appendix I.
If the recipient did not receive the check because of a change in address, change the address in eCIS. For SSI/SSP recipients, inform the recipient that they must change their address with the SSA. Include the new address in the OnBase request for replacement.
NOTE: Any time an individual reports a missing check, remind the individual of the benefits of direct deposit or EBT.
Reissued September 11, 2012, replacing March 16, 2012