Richmond VA > Social Services > FAQ

Last Updated: 2015-01-27

Cooling Assistance

How do I apply for Cooling Assistance?

Cooling Assistance applications will be accepted beginning Monday, June 15. To apply:
    Call: 1-855-635-4370
    Fax a paper application to: 804-646-7018
    Drop Box at Marshall Plaza (900 E. Marshall Street)
    Drop Box at Southside Plaza (4100 Hull Street)
The deadline to apply for Cooling Assistance is August 15.


Are Medicaid and Medicare the same and how do I know if I qualify for Medicaid or the new Medicaid Expansion coverage beginning January 1, 2019?

No, Medicaid is different from Medicare. Medicare is a federal health insurance program for people
who are age 65 or older or disabled. Medicare is administered by the Social Security Administration.

For more information on the new health care coverage (Medicaid expansion) please call Cover Virginia
1-855-242-8282 or click on the link below to see who qualifies, take the Eligibility Screening Tool or
get other helpful information available in English and Spanish.

What could Medicaid cover?

Medicaid offers medical coverage for doctor visits, emergency room visits, hospitalization,
prescriptions, medical supplies and equipment, nursing home costs, and home health care. The
Department of Medical Assistance Services pays the bill to providers.

Could I still be eligible for Medicaid?

Yes. An individual may already be covered by health insurance and could be eligible for Medicaid.


I’ve lost my Electronic Benefits Transfer (EBT) card. How do I get a new one?

If an EBT card is lost, stolen or damaged, the cardholder can call the toll free, 24-hour Virginia EBT
Customer Service Help Line at (866)281-2448. After verifying the identity and address of the
cardholder, the original card will be deactivated and a new one issued. If the cardholder’s address has
changed, the cardholder must notify RDSS of the address change by calling 3-1-1 or their Benefit
Program Specialist. To obtain a new card in an emergency, contact Richmond Department of Social
by calling 3-1-1 or visiting a service location.

How do I check the balance available on my EBT card?

To check the balance available on the EBT card to make food purchases, cardholders can call the
customer service line at (866)281-2448 and enter the 16 digits on the front of the card. At the
point of purchase, some stores will allow the cardholder to swipe the card, enter the PIN and
check the available balance. Cardholders can also access their balance and transaction history
online by selecting "Virginia" and logging in or creating an account.

More EBT card questions?

Visit the Virginia Department of Social Services EBT page.

Where do I send the information verifying my application for SNAP?

If you were instructed to send additional information for your application:

  • Email - Ask your Benefit Program Specialist for their email address, then scan and email
    copies to them.
  • Mail - Send copies in an envelope with your worker’s name to:
    900 E. Marshall Street
    Richmond, VA 23219

  • In-Person - Bring your documents to an RDSS location to be scanned and emailed to your
    Benefits Program Specialist on-site.


I’ve lost my EPPIC Debit Card
(Electronic Payment Processing Information Control).
How do I get a new one?

If you lose your card or have another problem accessing your account at an ATM, you must contact
Virginia Debit MasterCard® (EPPICard) customer service at 1-800-961-8423.

How do I check the balance available on my EPPICard?

You have unlimited online debit card inquiries any time of the day at You are
You are allowed five free calls to the Customer Service integrated voice response (IVR) system, 1-800-961-
, each month. After five calls, you will be charged $.50 for each additional call during the month.

Where can I make purchases with my EPPICard?

You cannot use your TANF EPPICard in the following locations: ABC stores, tattoo or body-piercing
businesses, businesses that provide adult-oriented entertainment in which performers appear at least
partially nude, or in places in which wagering or gaming such as bingo is conducted. You cannot use
your TANF EPPICard to purchase: lottery tickets, alcoholic beverages, tobacco products, or sexually
explicit materials.

How do I make purchases or get cash back using my EPPICard?

More information on managing your account and using your EPPICard can be found at EPPICard Fee

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