State of Wisconsin Department of Health Services

HISTORY

The policy on this page is from a previous version of the handbook. 

23-03 Version of 7.2.1 Wisconsin Quest Card-copy

FoodShare benefits are deposited in a member's account using an Electronic Benefit Transfer (EBT) system and are spent using a debit-like card called the Wisconsin QUEST card. Like other debit cards, the QUEST card must be activated by the cardholder, and the cardholder must create a Personal Identification Number (PIN) before it can be used. The cardholder will be asked to provide this PIN whenever a transaction is made.

7.2.1.1 QUEST Card Uses

The Wisconsin QUEST card allows access to FoodShare benefits through point-of-sale, swipe card terminals, or online EBT payment options with participating SNAP retailers. These transactions look like any other debit card transaction and are free to the cardholder.

Online and phone orders:

• FoodShare members placing pick up orders online or by phone must use their EBT card to pay at the time of pick up. This can be done in-store or by using a store’s mobile point-of-service device. 
• FoodShare members using a designated representative to pick up orders placed online or by phone using a EBT card must give the EBT card to the designated representative. The designated representative must use the EBT card to pay at the time of pick up. This can be done in-store or by using a store’s mobile point-of-service device.
• FoodShare members ordering online or by phone for delivery must enter their EBT card information into the online payment system. Their FoodShare benefits are debited from their account following delivery of the order.

Example 1

Hannah calls the local grocery store to place a grocery order for pickup. Hannah cannot use a FoodShare EBT card to “pre-pay” for the groceries. However, when Hannah goes to the store to pick up the food, Hannah can use an EBT card to pay for eligible food items.

 

Example 2

Sam places a grocery order online with Walmart for $80. Sam is using FoodShare to pay for this order. Sam enters the information from their EBT card into the payment section. Sam’s groceries are delivered two days later. Following the delivery of the grocery order, Sam’s FoodShare account is debited $80 for the cost of food purchased online through Walmart.

Advanced payment exception: FoodShare benefits can be used to pay in advance when prior payment is for food purchased from a nonprofit cooperative food purchasing venture. 

7.2.1.2 Temporary QUEST Cards

A temporary QUEST card is for FoodShare members who need access to their benefits right away, including but not limited to:

• A new cardholder who meets expedited service requirements (see Section 2.1.4 Expedited Service at Application).
• An existing cardholder whose permanent QUEST card has been damaged, lost, or stolen and who cannot wait until they receive a replacement card in the mail to access their benefits.

A temporary QUEST card can be obtained at the agency and, once activated and assigned a PIN, functions just like a permanent QUEST card. Like a permanent QUEST card, it can be used to purchase eligible food items at authorized SNAP retailers. However, a temporary QUEST card is only usable for 30 days or until the member assigns a PIN to their new permanent card, whichever is sooner.

7.2.1.2.1 Requirement to Offer Opportunity to Receive a Temporary QUEST Card

Households approved for expedited benefits must be offered the opportunity to come into the agency to receive a temporary card on the same day they are approved for expedited issuance, or the next business day after they are approved. This offer must be documented in the case file.

7.2.1.2.2 Determining Eligibility to Receive a Temporary QUEST Card 

Eligibility for a temporary card must be determined by a worker at the time of the request. 

To request a temporary card in both expedited and non-expedited situations, the Temporary QUEST Card Request Form (F-02260A) must be completed by the requestor and then submitted in person at the agency. This form asks the requester to share information about themselves and their relationship to the case, provide information about the reason for their request, and acknowledge that they understand how temporary QUEST cards work and who can legally request and use them.

Once received, the worker will review the form, ask additional questions, and research the case further before determining whether a temporary QUEST card can be issued. Many factors are considered when determining if a person is eligible to receive a temporary QUEST card, such as:

• Their current benefit balance.
• When benefits will next be issued to them. 
• How many temporary QUEST cards their case has received in the past 12 months.
• When a new permanent card is expected to arrive in the mail. 

The requesting person will also be required to verify their identity at the time they are requesting the card, even if they have already verified their identity in CWW. This means the person will need to either confirm personally identifiable information (such as their Social Security Number, date of birth, or address) or provide an ID document linking them to the FoodShare case (see Section 1.2.6.1 Required Verification to Determine Eligibility for a list of acceptable forms of identification). 

All the information will be reviewed as part of the completion of the Temporary QUEST Card Issuance Worker Checklist (F-02260). This is a required checklist that the worker(s) must complete and scan into the Electronic Case File when someone requests a temporary QUEST card, regardless of whether the request is approved or denied.

7.2.1.2.3 Separation of Duties

Eligibility for a temporary card must not be determined by the same worker who most recently approved the household for FoodShare benefits. Also, a temporary card must not be provided by the same worker who most recently approved the household for FoodShare benefits.

7.2.1.2.4 Allowable Requestors

In addition to the primary person on a FoodShare case, other individuals with a relationship to the case may request a temporary QUEST card, including but not limited to: 

• Other adult food unit members 
• Authorized buyers 
• Alternate payees
• Authorized representatives 

Note	To receive a temporary card, the requestor must be listed in CWW as either an adult food unit member or a representative of the case.

7.2.1.2.5 Assistance with Activating the Temporary QUEST Card

When a person is determined eligible for and issued a temporary card, the agency must help them activate and add a PIN to the card. The temporary card is not ready-to-use until it has been activated and given a PIN. When a temporary card is issued, a new permanent QUEST card will be automatically sent to the household. This permanent card will be mailed via USPS to the cardholder's mailing address on file.

Example 3

Jonnie is Amanda’s authorized representative. Jonnie requests and receives a temporary card on behalf of Amanda. The permanent card will be mailed to Amanda, not Jonnie.

7.2.1.2.6 Temporary QUEST Card Limit

Agencies can provide a maximum of one temporary QUEST card per case per 12-month period. There are limited exceptions to this rule, which include:

• Expedited cases – Temporary cards provided when a case has recently been approved for expedited service do not count toward the temporary card limit.
• Extenuating circumstances – When a case has already reached the limit for allotted temporary cards in the past 12 months, the agency can provide an additional temporary card if all other temporary card eligibility criteria are met and if it is determined that there are extenuating circumstances present. 

Example 4

Hannah, her husband, and three children are receiving FoodShare. One night, Hannah and her three children fled their home and went to a domestic abuse center. Hannah was unable to take their QUEST card when she left, but she needs to buy food for herself and her children. Hannah has an extenuating circumstance and would be eligible for a temporary EBT card.

7.2.1.2.7 Replacement Card Monitoring Requirement

DHS is required to monitor the total number of replacement QUEST cards each household is issued in a 12-month period. If four or more replacement QUEST cards are issued to a household in a 12-month period, the Office of the Inspector General may review their case for possible misuse of benefits.

After a person has been issued a temporary QUEST card, the permanent replacement card that is automatically mailed gets counted toward the four replacement card threshold. Each time a replacement card is issued (whether it is issued to the primary person on the case or another authorized cardholder), it is counted towards the four-card threshold.

The temporary QUEST card itself does not count toward the four replacement card threshold.

Example 5

The primary person on a FoodShare case is issued a temporary QUEST card on May 12. They receive a new permanent card in the mail on May 18. This permanent replacement card is counted as card one toward the four-card threshold. Then, on August 20, the authorized buyer on the same case requests a replacement QUEST card. They receive their new card in the mail on August 28. This permanent replacement card is counted as card two toward the four-card threshold.

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Publication Number: P-16001