User Guide
for
WEB
ADMIN
SYSTEM
DAILY HELPLINE CALL LIMITS
WITH CLIENT INTERNET ACCESS
Electronic Benefit Transfer Project Office
State Capitol Complex, Building 3, Room 516
Charleston, West Virginia 25305
Phone: (304) 558-4126 / Fax: (304) 558 5670
OBJECTIVES
Remember WV Policies and Procedures Do Not Change, just the
Application (“Old”Boss Versus “New WEB Based System).
By the End of This Section You Will Be Able To:
¾ Log-on/Log-off the Browser Admin Application
¾ Change Your Password.
¾ Understand the Application’s Menu Structure and
Navigation Process.
¾ Understand and Access the Functions Available to
Browser Admin System.
¾ Know What the Client’s My Account Internet Site is and how it is Used by
the Client.
¾ Understand the Daily Helpline Call Limits and be Able to Explain them to
Your Clients.
WEB ADMIN. SECURITY PROCEDURES
ƒ
Access By Submission of WV Web Browser Application Form. All Staff
Who are Required to Access the EBT System, Must Complete this Form
and obtain the Supervisor’s/CSM Signature.
ƒ
Controlled through User IDs and Passwords, Security profile Roles
Assigned by the EBT Project Office.
ƒ
Use It or Lose It. Must Sign into the System Every 30 days to Maintain
Password. Failure to access the System for 6 Months will Result in the
User being DELETED from the System.
SYSTEM SECURITY
To Log-on:
ƒ User ID —New User ID assigned by the State will have WV in front of the User’s
Last Name/First Initial and County Code combo.
ƒ PASSWORD —The initial password is assigned. You will receive this in
GroupWise.
ƒ The Assigned Password must be changed during the initial logon process.
ƒ Passwords must Be 6-8 characters in length. They should be made up of numbers
and letters. Punctuation marks or foreign symbols are not allowed.
ƒ If you are locked out and request a temporary password through WV EBT, The
Temporary Password will NOT be 123456. It will be a randomly assigned
password.
LOG-ON
ƒ Type Your User Name in the User ID Line. Tab to the password Line. Type Your
assigned Temporary Password.
ƒ
By clicking the “SUBMIT” button transmits your information to JPMorgan EFS for
verification.
ƒ If you have logged-on correctly, you will be taken automatically to the Change
password Page.
ƒ If 30 days have passed since the last password change, you will automatically
be taken to this page and will be prompted to choose a new password. Your
User ID and current password will be auto-filled.
ƒ If you have NOT been prompted to change your password but choose to do
so, you will need to manually select “CHANGE PASSWORD” and enter your
User ID and current password information.
ƒ Choose a new password and enter it in the box labeled new password.
ƒ Tips for selecting a new password are shown to the right of the boxes.
ƒ After completing all entries, click SUBMIT . It’s as simple as that!
ƒ If you have arrived at this page in error, click Log-on in the header and you
will be returned to the primary Log-on page.
If you entered the information correctly, the Application will
acknowledge the password change with a small blinking star that
can be found by CHANGE PASSWORD. The CHANGE PASSWORD does
not automatically sign you in. You must return to the Log-on Page
and click Log-on, and use your newly created password.
You are now ready to access the HOME page
and locate your cardholder’s information.
Navigating
through the
Pages
Made easy by Pull down Menus,
Fill-in the Box, and Point & Click.
HOME PAGE
The Home page provides a list of major pages that can be directly accessed.
However, your Home page may have a slightly different appearance than your
neighbor's depending on your security profile. You will see only those pages that are
allowed under your security clearance.
THE HEADER-AT THE TOP OF EACH PAGE
ƒ At the very top of the page you will find the HEADER. The Header lists
frequently used areas.
ƒ By clicking on any of them, you will be taken directly to that page.
ƒ Remember to always click on log-off when you have finished your session. The
Application will automatically log you off after 30 minutes of inactivity.
ƒ Failing to manually log-off may result in your being locked out of the
Application the next time you try to log-on.
Online Help Guide
Navigating through the Application has been made easy through the use of “fill-inthe blank” boxes and dropdown menus. If, however, you find that you need
clarification on a topic or format, click on HELP at the top of each page.
ONLINE HELP GUIDE
Simply click
on the Stepby-Step, Page
–By-Page
topic for
guidance.
CARDHOLDER SEARCH
We’ve included several frequently used items in the Header section of each page. By
clicking on any of these items, you will be taken directly to the page you need. The
illustration above shows how to access the CARDHOLDER SEARCH page. This can
be done from any page in the Application, just by going back to the Header and
clicking on Cardholder Search.
The CARDHOLDER SEARCH criteria page will then be shown.
ƒ
ƒ
ƒ
ƒ
ƒ
From the Home Page Click on CARDHOLDER SEARCH
CARDHOLDER SEARCH is the GATEWAY to the EBT ADMIN. System.
The Boxes TYPE AND VALUE – Must Have a Selection or an Entry.
The TYPE and PROG are Drop-Down Boxes
Recommend Leaving PROG Box at All
ƒ Clicking on the arrow to the right of the TYPE box will display the options. Click on
your choice, Case #, Last Name, Card #, SSN or Acct #.
ƒ For the PROG Dropdown Box, We Recommend the Use of the “ALL” Option to
Check for Information About All Programs.
VALUE, must correspond to the TYPE selected.
The tips below will assist you in entering information:
SSN - entered without spaces.
Card number must contain 16 digits.
Client name search should be last name comma first
Account number entry (12 numerical characters)
Case number entry (10 numerical characters)
* Note the Card Number in the Web Admin System has spaces.
Remember to take out spaces when copying and pasting.
When you have finished, click GO.
The Application will automatically take you to the Cardholder Search page and will
auto-fill that page with data that provides a snapshot of cardholder accounts.
If you have entered all the required information correctly, the record you need
should be the first one displayed.
Information such as first name, address, SSN, benefit type, case number and card
number is displayed to help you select the right cardholder the first time. Always
check case number to make sure you have the correct case.
QUICK RETURN TO SEARCH
It is not necessary to Go Back to the Home Page. Just click on the Title in the header
and you will be returned to Cardholder Search. Once you are on the Cardholder
Search page you can enter a New Search Type and/or Value to look up Additional
Cardholders.
CARDHOLDER INFORMATION
ƒ To obtain information about your cardholder, click on the cardholder’s last name and
you will be taken to the CARDHOLDER INFORMATION page.
Click on the
cardholder’s
name to go to
the Cardholder
Information
page. This is a
LINK.
The CARDHOLDER INFORMATION page is displayed after you have clicked on the
cardholder’s last name on the CARDHOLDER SEARCH page.
Clicking on a
question mark
will display
CODES that
pertain to this
field
Subpages can
be
accessed
from this
screen
such as
CARD
PROFILE,
CARD
HISTORY,
OR
CHANGE/
REPLACE
The Card Profile page displays details on the client's card and PIN (i.e.: PIN errors and
card issuance history).
CARD HISTORY
The Card History Page Allows you to check the Actions Taken for the Case
Number. This Page Can Be Accessed from the Cardholder Information Screen
or from the Home Page. Recommend Accessing from the Home Page.
Select Card History V2 under the Inquiry Heading.
* Be very careful looking up a case that has an Alternate Cardholder, Legal
Guardian, or Protective Payee using Cardholder Search path. For Alternate
Cardholder, The Primary Person’s name is shown with the SSN- this can be
confusing. Use Card History V2 Screen to check for Alternate Cardholders.
CARD STATUS CHANGE/REPLACE
The CARD STATUS CHANGE page is used to see and change the current status of a
card. It may be accessed only by an authorized user from the CARDHOLDER
INFORMATION page by clicking the CHANGE/REPLACE link.
The first two sections of this page are auto-filled with information retrieved from the
Cardholder Information page.
CARD STATUS CHANGE/REPLACE CONTINUED
The bottom "Change Status" section requires you to make a selection from the
dropdown menu.
Click
Click here
here to
to
process
process the
the
change.
change.
STEPS:
1.
2.
3.
Select a new status from the dropdown choices for the "Change to
Status" box.
Enter the date the discovery was made. A free form field has been included for
additional comments.
Click on
to process the change.
.
CARD STATUS CHANGE/REPLACE CONTINUED
You will receive a "CARD STATUS CHANGE SUCCESSFUL" confirmation from the
Application.
A blinking * will
show that you
have a message
from the
application.
The
acknowledgment
will always be
shown at the
bottom of the
record.
You will also see a blinking star next to the page title. This tells you that the
Application is acknowledging the action you took. Depending on your computer’s
resolution setup, you may need to scroll down the page to view the message.
ACCOUNT REACTIVATION
The ACCOUNT REACTIVATION page is accessed from the CARDHOLDER
INFORMATION page.
This page may be accessed only by an authorized user and allows you to reactivate a
dormant account. If you are reactivating both the food stamps and cash accounts, each
account must be activated separately.
Select
account
Click Acct.
Reactivate
You will receive a confirmation from the System as well as a blinking
title page
next to the
TRANSACTION HISTORY SCREEN
Transaction History page displays information for either the food stamp or cash
account and can only be accessed from the CARDHOLDER INFORMATION page.
Enter
Enter
aa
Start
Start
Date
Date
STEPS:
1. Select a date. This directs the Application to look for a specific transaction or
series of transactions by narrowing the search parameters. IF no date is selected,
the Application will list transactions for the past 90 days plus the current month.
Make sure that you are checking the correct account. Food stamps and cash must
be checked individually.
2. Click
TRANSACTION HISTORY CONTINUED…
This bar
identifies 10
categories that
answer questions
regarding a
particular
transaction.
In the Transaction History blue bar you will find information about the Transactions
Date/Time, what Type of Transaction, the Transaction amount attempted, the
Transaction amount completed, the EBT Card Number used for this Transaction, the
Location/Reason, if it was approved, was there a fee or surcharge, and if the card was
swiped or keyed.
TRANSACTION HISTORY CONTINUED…
To obtain more information about the transaction, click on the “?” in which a pop-up
box will appear with Transaction Approval and Denial codes.
TRANSACTION HISTORY CONTINUED…
Clicking on the DATE/TIME item will take you to the TRANSACTION DETAIL
page.
Current
Current
Available
Available
Balance
Balance
Merchant’s
Merchant’s
FNS
FNS
Number
Number
Merchant’s
Merchant’s
Name
Name and
and
Address
Address
The
The POS
POS
terminal
terminal
where
where the
the
transaction
transaction
occurred
occurred
Balance
Balance
after
after this
this
particular
particular
transaction
transaction
The TRANSACTION DETAIL page shows specific information about a transaction.
The Cardholder Transaction Detail page is accessed from the TRANSACTION
HISTORY page and displays the cardholder’s demographic information at the top of
the page.
BROWSER BACK BUTTON
There is a difference between the “BACK” button in the Browser Admin Application
and the “BACK” button for your browser. The Application “BACK” button may be
used but the browser “BACK” button should never be used. Using the “BACK” button
on your browser may result in an error being returned by the system when trying to
return to the previous page.
Do NOT
use this
“BACK”
button
To go back
use this
“BACK”
button
Always use the “Back” Button if it appears.
or this
button
CHANGE IN THE EBT HELPLINE IS NEEDED
BEGINNING JANUARY 24, 2007 Client Helpline will Change:
¾
Client Balance Inquiry Calls will be Limited to 5 a DAY.
¾
Must Select Menu Option 4 to hear EBT account Balance(s)
¾
The Client can still Call to Report Card Lost or Stolen, File a Claim or
Change the PIN
¾
Announcement of the Number of Calls the Client Has Remaining for
the Day.
¾
Benefits Are Posted by 8 AM With No Further Deposits Until the Next
Night.
¾
For Additional Information Concerning Benefits Availability, Call the
CSC (Phone Number given) or Worker.
¾
Changes to the Helpline Menu selections. The Revised Helpline
Script will be Posted on the Intranet. Use it when assisting/training
Clients.
CLIENT INTERNET ACCESS
ALSO BEGINNING JANUARY 24, 2007 Client Internet Access:
www.ebtaccount.jpmorgan.com
The Client can do the following:
¾
Log in with Active Card Number and PIN
¾
View Account Balance
¾
View Transaction History
¾
Search Transactions
¾
Change PIN – Has to know PIN - If not use the Helpline.
¾
Help Screens Available
¾
Client can Send Email to site to obtain
Information available 24x7
¾
Information Updated in Real Time
¾
Posters will be sent to Local Offices to Provide Internet
Address and Announce Service to Clients.
EBT PROJECT OFFICE PERSONNEL
ƒ When contacting the EBT Project Office, through GroupWise, please send your
ƒ
EBT USER ID and tell us whether or not you need a new password.
Use it or lose it. If you do not access the EBT System within 6 months you will be
removed, and have to go through the paperwork to get back in.
Phone: (304) 558-4126 / Fax: (304) 558 5670
Jerry Luck, Project Manager
Pam Santone, EBT Specialist
John Schoolcraft, Accountant/Analyst
Tammy Ashworth, Trainer
Angela Miller, Office Assistant