Oregon Trail Card Replacement Line
Huddle Hot Topics –
Replacement Line Tips
Please share these tips about the Oregon Trail Card Replacement Line during your huddles. If you
have follow-up questions, please contact Melissa Gomez in CW/SSP Operations Administration at
[email protected].
About the Replacement Line: The Oregon Trail Replacement Line has been operating for over two
years and we are expanding the options for customers to obtain their replacement cards.
Online Request Form information & tips:
Customers who want their Oregon Trail Replacement card mailed to their DHS address on file will be
able to use an online electronic form to request their replacement card. During this pilot phase the
form will only be available in English, and will only work on personal computers. The final
implementation will have English and Spanish options in a format that will work on mobile devices as
well as personal computers.
Our new materials, including the form that a customer completes, note it may take up to 14 days to
receive a card by mail when requesting online. This is due to us not processing requests after hours
or on weekends and because we cannot predict the volume of requests. After our initial pilot we will
revise the mailing time for online requests.
Remember, they can only request online if they wish the card to be mailed to their mailing address
currently on file with DHS.
Additional tips & reminders:
Call volume can be so busy at the first of the month that some customer calls will be rejected and
they will need to redial. This typically occurs the first few days of the month and highest volume is on
Monday’s early in the month.
Branches continue to issue:
 Initial cards: (Any card issued when a new application for benefits is processed, cards issued
to clients who did not recertify on time and had a break in benefits, and the first card issued to
household members or alternate payees.)
And

Exceptions:
 The card is damaged and the client brings the card to the office for replacement. The card
must be verified as the assigned individual’s most recent card.
 A household member must be removed from a case and a new card is necessary to
access benefits.
 The client reports card was stolen and has the date of report, police report number and
officer name to validate.
 The client is hearing impaired.
 The client has a medical or mental health issue and needs the assistance of an Authorized
Representative, Alternate Payee or Guardian to help the cardholder in obtaining a
replacement card.
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
Exceptions requiring supervisor approval prior to issuance:
 The card is destroyed in a natural disaster or fire.
 The client is not able to access the card due to domestic violence.
 In situations where a delay in issuing the card would jeopardize the health and safety of a
household member.
Resources:
Oregon Trail Card Replacement Line web page:
http://www.dhs.state.or.us/caf/ebt-card-replacement.htm
Oregon Trail Cards: http://www.oregon.gov/dhs/ebt/Pages/default.aspx
Field Business Procedures Manual: http://insidextra.dhsoha.state.or.us/caf/FieldBusinessProcedures/
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