Electronic Access to Food and Cash Benefits

The purpose of this study was to examine access to Family Independence Program and Food benefits in relation to customer service and an automated helpline. In addition, participants identified impediments and limitations to the receipt of services. Two hundred forty-four surveys were mailed to recipients of Over the Counter Electronic Benefit Transfer Cards; 58 were returned. The respondents ranged in age from 21 to 92 years. The findings indicate that when customers received assistance navigating the Electronic Benefits Transfer system from local office staff, they were able to successfully obtain benefits. Further, negative credit/debit card history and touchtone phones were related to difficulty navigating the system. The results suggest that both the local office and the contracted service provider need to provide assistance that promotes greater autonomy for the customer to make successful transitions to benefits that are delivered electronically.