System Downtime/Network Outage

When EBT transactions cannot be processed in CalSAWS due to a system outage or interface breakdown, these transactions may need to be completed through the EBT system. The EBT Project Manager determines manual operations are necessary due to the system outage. The CATS Help Desk informs staff of the prolonged system outage and workaround instructions via an email broadcast.

No Interface Between CalSAWS and WebADMIN

When both CalSAWS and WebADMIN are operational, but the CalSAWS system does not interface (communicate) with WebADMIN, the following procedures must be followed:

Note: These procedures MUST ONLY be used when specifically instructed to do so by the CATS Help Desk.

Benefit Issuance

When CalSAWS has no interface with WebADMIN and benefits must be issued to a client immediately, the following procedures must be followed:

  1. The EW:
    1. Completes an “Electronic Benefit Transfer (EBT) On-Line Request” (SCD 2201).
    2. Attaches a screen print of the Maintain Issuance Detail window in CalSAWS.
    3. Submits the request to the designated CST.
  2. The CST:
    1. Issues the benefits via WebADMIN.
    2. Logs the issuance information in the designated binder for the BI Unit.
    3. Faxes the log to the BI Unit at the end of each business day.
  3. The BI Unit:
    1. Validates and matches all issuances recorded in the log with SARS and CalSAWS.
    2. Monitors “Miss Match Report” and follows up on any discrepancy.

EBT Card Issuance

When CalSAWS has no interface with WebADMIN and an EBT card must be issued to a client immediately, the following procedures must be followed:

  1. The EW:
    1. Completes an SCD 2201.
    2. Attaches a screen print of the EBT Card Detail page in CalSAWS.
    3. Submits the request to the designated CST.
  2. The CST:
    1. Issues an EBT card to the client via WebADMIN.
    2. Documents the card number in the designated binder.

Establishing New Card Holder

When CalSAWS has no interface with WebADMIN and a new card holder must be established immediately, the following procedures must be followed:

  1. The EW:
    1. Completes an SCD 2201.
    2. Attaches a screen print of the Individual Demographic List page.
    3. For an AR who is not in the home, the Collect Authorized Representative Detail window must be used.
    4. Submits the request to the designated CST.
  2. The CST:
    1. Establishes the new card holder in the WebADMIN system.
    2. Verifies all entries are accurate before saving the data.
    3. Once the information is saved, the case number cannot be corrected.
    4. Enters the card number in the designated log.
  3. The OMC reviews the log and ensures the records match with CalSAWS.

Repayments

When CalSAWS has no interface with WebADMIN and the client wants to repay their overpayment claim immediately, the following procedures must be followed:

  1. The Client requests repayments by EBT.
    1. Note: A repayment request made by cash, checks, or money orders will be processed following the normal procedures.
  2. The EW submits an SC 2201 to the CST if a client wants to repay via EBT.
  3. The CST:
    1. Removes the benefits in WebADMIN.
    2. Documents on the designated log.
    3. Forwards the packet which includes: Repayment Agreement, SCD 2201, Display Claim Summary, and the WebADMIN screen to BI.
  4. The BI validates the repayment information and forwards to AR.
  5. The AR records the repayment in CalSAWS.

CalSAWS Is Operational and WebADMIN Is Not

When CalSAWS is operational, but WebADMIN is not, EBT transactions cannot be completed online or in district offices.

Note: These procedures must only be used when specifically instructed by the CATS Help Desk.

Benefit Issuance

EWs must authorize benefits via the batch process in CalSAWS.

EBT Card Issuance

EWs must authorize EBT cards via the Batch process in CalSAWS. EBT cards cannot be printed in the office. They must be mailed to the client.

Establishing New Card Holders

EWs must authorize new card holders via the Batch process in CalSAWS.

Repayments

Follow the regular process in CalSAWS.

WebADMIN Is Operational and CalSAWS Is Not

When WebADMIN is operational and CalSAWS is not, the following procedures must be followed:

Note: These procedures must only be used when specifically instructed by the CATS Help Desk.

Benefit Issuance

When WebADMIN is operational and CalSAWS is not and benefits must be issued to a client immediately, the following procedures must be followed:

  1. The EW:
    1. Performs hand budgets for benefit amounts.
    2. Completes an SCD 2201.
    3. Submits the request to the designated CST.
  2. The CST:
    1. Completes the COG form, “Caseload Listing of Disaster Issuances” (SCD 1310) for benefit authorization numbers.
    2. Issues the benefit via WebADMIN.
    3. Logs the benefit authorization number in the designated binder for the BI Unit.
    4. Faxes the log to the BI Unit at the end of each business day.
  3. The BI Unit:
    1. Validates and matches all issuances recorded in the log with SARS and CalSAWS.
    2. Monitors “Miss Match Report” and follows up on any discrepancy.
  4. The EW:
    1. Once CalSAWS is operational:
    2. Enters the Case Flag “Batch AU” for each program where benefits were issued.
    3. Records the issuance information into the NSDI window in a timely manner.

EBT Card Issuance

When WebADMIN is operational and CalSAWS is not and an EBT card must be issued to a client immediately, the following procedures must be followed:

  1. The EW:
    1. Completes an SCD 2201.
    2. Submits the SCD 2201 along with the client’s SSN and DOB to the designated CST.
  2. The CST:
    1. Issues an EBT card via WebADMIN.
    2. Establishes an account in WebADMIN for a new client, if necessary.
    3. Documents the card number in the designated binder.

Establishing New Card Holder

When WebADMIN is operational and CalSAWS is not and a new card holder must be established immediately, the following procedures must be followed:

  1. The EW:
    1. Completes an SCD 2201.
    2. Submits the SCD 2201 along with the client’s SSN, DOB and address to the designated CST.
  2. The CST:
    1. Establishes the new card holder in the WebADMIN system.
    2. Verifies all entries are accurate.
    3. Enters the card number in the designated log.
  3. The OMC reviews the log and ensures the records match with CalSAWS when the system becomes operational.

Repayment

Repayments can be accepted; however, the information will be entered when the CalSAWS system becomes available.

  1. The Client:
    1. Requests repayments by EBT.
    2. A repayment request made by cash, checks, or money orders is processed following the normal procedures.
  2. The EW submits an SC 2201 to the CST if a client wants to repay by EBT.
  3. The CST:
    1. Removes benefits in WebADMIN, once CalSAWS is operational.
    2. Documents on the designated log.
    3. Forwards the packet which includes: Repayment agreement, claim number, SCD 2201, and the WebADMIN screen to BI.
  4. The BI validates the repayment information and forwards to AR.
  5. The AR records the repayment in CalSAWS.

CalSAWS and WebADMIN Are Both Down

Clients must be referred to FEMA, the Red Cross, or any other appropriate agency.

Related Topics

 

EBT Forms