Frequently Asked Questions

Print

FAQ

BENEFITS
How do I get a replacement EBT card?
Why didn't I receive my SNAP benefits?
Why is my Medicaid card not working?
How can I get a new Medicaid card?
How can I change or elect my MCO?
Why didn't I receive my TANF benefits?
I'm moving away. What should I do about my benefits?
Once I apply for benefits, how long does the process take?
What are the income limits for SNAP? Medicaid? TANF?
When can I apply for your energy assistance programs?
Will the state send me an application for Cooling Assistance like they do for Fuel?

ABUSE OR NEGLECT
I want to report suspected child or adult abuse after hours. Who should I call?

HOUSING
I need housing assistance. Who should I call?

BENEFITS

How do I get a replacement EBT card?

There are two ways to replace a lost or damaged EBT card:

  1. Call the 1800# from the back of your card to have one mailed to you. Or;
  2. Call your worker and leave them a voicemail with your name, your SNAP case #, and a message that you need a new EBT card. Specify if you want to pick it up at the agency or have it mailed to you. If you choose to have it mailed, please provide your current mailing address. Your worker will call you back within 2 business days to confirm when you can come pick up the card. Remember to bring your ID when you pick up your card.
    *Remember there is a $2.00 fee to replace an EBT card. This fee will be taken from your EBT balance.

Why didn't I receive my SNAP benefits?

There are a number of reasons why you did not get SNAP this month:

  1. When did your certification period end? If you did not recertify your case timely, your benefits might have ended because your certification period ended.
  2. Is an Interim Report due? If you did not return an Interim Report that was mailed to you, your case may have closed. Contact your worker to find out if you can still return the Interim Report, or if you need a replacement Interim Report.
  3. Did you meet a Work Requirement exemption this month? Pursuant to the Able-Bodied Adults Without Dependents policy, your case may have closed due to failure to meet a Work Requirement exemption.
  4. Was your case Approved or expedited with postponed verifications? Did you provide all required verifications? Your case may have closed because you did not provide verifications that were required at intake. If you submitted all required verifications and your case still closed, call your worker.

Why is my Medicaid card not working?

  1. Have you moved recently but didn't report it? Sometimes Medicaid will close if mail is returned by the Post Office.
  2. When were you due for renewal? Your Medicaid might have closed due to failure to complete renewal.
  3. Which card did you present - the Managed Care Organization (MCO) card (such as VA Premier, Anthem, Optima) or the Blue and White Medicaid card? If you were using the MCO card, you may need to have the pharmacy submit the charge under "straight Medicaid" using the Blue and White Medicaid card. If neither works, contact your DSS worker.

How can I get a new Medicaid card?

Which card do you need? If you need a new MCO card, you should call your MCO. If you need a new blue and white Medicaid card, you can contact your worker.
Anthem: 800-901-0020
Optima: 800-881-2166
VA Premier: 800-338-4579
Amerigroup: 800-600-4441
CareNet: 800-279-1878

How can I change or elect my MCO?

Call the MCO Helpline at 800-643-2273

Why didn't I receive my TANF benefits?

  1. When did your certification period end? If you did not recertify your case timely, your benefits might have ended because your certification period ended.
  2. If you are a VIEW participant, has your case been sanctioned for not participating? Have you been following your required activity and service plan? Have you been cooperating with the Division of Child Support Enforcement (DCSE)? Perhaps the amount of child support collected by DCSE has been higher than your TANF grant amount.

I'm moving away. What should I do about my benefits?

  1. Are you moving within Virginia? Call your worker and let them know you are moving to another locality in Virginia; provide your new address and the County/City. Typically cases can be transferred between localities in Virginia with no change or gap in benefits or coverage. Some exceptions apply. Your worker will follow up with you.
  2. Are you moving out of state? Call your worker before you move, or within 30 days of moving, and let them know you are moving out of state. Give them your new mailing address. SNAP, TANF, and Medicaid will be closed and you will have to apply for benefits in your new State. Your worker will follow up with you and mail you a notice verifying the effective date of your case closure.
  3. It should be noted that child care cases do not transfer. Please call your child care worker to discuss prior to moving.

Once I apply for benefits, how long does the process take?

  • For SNAP and TANF: initial interviews will be scheduled within 7 days of application. In most cases, a decision on your SNAP application will be made in 30 days; in no case will it take longer than 60 days. You can shorten the length of time it takes by providing required verifications and documents as soon as possible. A decision on your TANF application must be made in 30 days.
  • For Medicaid: an interview is not required. Most applications will be acted upon within 45 days. If you have a pending disability determination it may take longer; Medicaid applications may stay valid for up to 180 days with a pending disability determination.

What are the income limits for SNAP? Medicaid? TANF?

The Federal Government sets the income limits for each program each year. Income limits vary based on household composition. Visit https://commonhelp.virginia.gov and use the Am I Eligible tool to apply.

When can I apply for your energy assistance programs?

Fuel Assistance (helps with heating costs) runs from mid-December through the end of March each year, but applications are only accepted the 2nd Tuesday in October through the 2nd Friday in November.

Crisis Assistance (helps with emergency heating needs) has 2 phases. Phase 1 helps with the cost of repairing or replacing heating equipment, utility deposits; it runs November 1st - March 15th. Phase 2 includes Phase 1 and also helps with heating utility bill disconnects or low heating fuel and runs January 1st - March 15th. You can apply for Phase 1 and Phase 2 during the program dates as stated above.

Cooling Assistance (helps with cost of cooling a home) runs June 15th - August 15th. Applications are accepted June 15th - August 15th and must have a vulnerable household member (child under six years of age, 60 years or older and/or disabled individual) to be eligible.

Be aware that exact dates to apply can vary slightly from year to year. Applications can be picked up in the agency or mailed to you. You can also apply online at https://commonhelp.virginia.gov. To have an application mailed: call the agency, ask for the Energy Worker, and leave her a voicemail with your name, address, and request an application.

Will the state send me an application for Cooling Assistance like they do for Fuel?

No. Applications can be picked up in the agency or mailed to your during the program dates. You can also apply online at https://commonhelp.virginia.gov. To have an application mailed: call the agency, ask for the Energy Worker, and leave a voicemail with your name, address, and request an application.


ABUSE OR NEGLECT

I want to report suspected child or adult abuse after hours. Who should I call?

Child Protective Services: 1-800-552-7096
Adult Protective Services: 1-888-832-3858


HOUSING

I need housing assistance. Who should I call?

Staunton Redevelopment Housing Authority: 540-886-3414
Waynesboro Redevelopment Housing Authority: 540-946-9230
If you are homeless or in imminent danger of becoming homeless, contact the Valley Mission at 540-886-4673

Back To DSS Home