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1. I missed a scheduled appointment (orientation, recertification, job search, etc). What should I do?

Contact your worker as soon as you realize you have missed the appointment. We may be able to reschedule you. If there was a reason you missed the appointment, bring proof if you have it. If you cannot contact your worker, you may want to come to the 3rd floor and speak to someone. We can get the information to your worker. This could mean the difference between your case continuing or your case being denied or closed.

2. My case was denied. Now what?

You should come to the 3rd floor to reapply as soon as possible. In some cases, you will not have to file another application. If the case was denied because you did not bring in documentation, bring the requested paperwork with you. Safety Net cases will have a new 45-day wait regardless of whether they must submit a new application or not.

3. My situation has changed. What should I do?

You must report changes to your worker within 10 calendar days. Failure to do so may result in over grant or possible criminal penalties up to and including jail time. If you would be entitled to more benefits because of the change, you may not receive it without notifying your worker that there has been a change in your circumstance.

4. I can’t get the documentation that my worker requested. What should I do?

You should notify the worker who requested the documentation as soon as possible and ask for their assistance to get the documentation or see if there is another type of proof that will be sufficient.

5. I lost my benefit card or my card is not working. How can I get a replacement?

You may come to the 3rd floor to request a replacement card, which will be mailed from Albany. We can issue a temporary benefit card, called a vault card, which will allow the cardholder to access any benefits that are available. PHOTO ID IS REQUIRED.

You may also ask your worker to mail a new permanent card. Please make sure you give the worker your current mailing address. If you need a temporary card but are not able to come get it yourself, you may give permission for someone else to come pick up a vault card. You must call and notify your worker of this permission AND you must send a written permission note, signed and dated, allowing the other person to pick up the card for you. That person will need to show photo ID to pick up your card.

6. I cannot reach my worker by phone. What should I do?

If you are reporting a change to your worker, leave the information on the voicemail. The worker may not need to talk to you. If the worker needs more information, they will send you correspondence through the mail. If the worker can make the change without documentation, the change will be made and you will receive a notice of decision in the mail. Make sure you are speaking slowly and clearly when leaving messages and leave a phone number so the worker can get back to you if necessary. If you have your case number leave that on your message. If you do not know your case number, leave the spelling of your last name and your date of birth or social security number so we can look you up. You may also go to the "Submit Forms Online" section to send your worker a question or to report changes.

7. How can I check my benefits?

You may call the number on the back of your benefit card to check your EBT balance on your SNAP and Temporary Assistance/Cash account, check your transaction History, change your PIN and  report card lost or damaged. You may go to My Benefits NY to do all of those things and you can also check your potential eligibility for certain benefits. You may also recertify your open SNAP and Temporary Assistance cases. (You must still be interviewed to continue receiving benefits at recertification). You must create an account at My Benefits NY to access account information.