These are the same steps our staff use when they help someone. "They" means the person who needs help: you, or someone you are helping. Go in order, and call ahead when you can.
1Find out what happened
You can ask"Did you lose the card, or is the card fine but there is no money on it?"
You can ask"Did you get a letter from Income Support? Can I see it?"
You can say"Let's fix this today. Food first, then the card."
At the Gospel MissionBreakfast and lunch are served every weekday. Ask about a food box from the pantry.
See the guide "Hungry today and needs food for the month".
2Lost or stolen card: cancel it right away
Call the 24-hour EBT line. It cancels the old card so no one else can use it, and orders a new one.
NM Health Care Authoritynot yet confirmed: call first
EBT card help line (FIS, 24 hours): lost or stolen card, PIN, balance
1-800-843-8303
· 24 hours a day, 7 days a week
At the Gospel MissionUse the Mission address if they have no safe mail. Ask at the front desk to sign up.
Stolen benefits are no longer paid back by the government. Never tell anyone the PIN. Change it if someone saw it.
3No money on the card
Check the balance on the EBT line, the app, or the last store receipt.
If benefits really stopped, find out why. The most common reasons are:
A renewal (recertification) form or interview was missed.
A form asking for proof was not returned.
Work rules: many adults 18 to 64 without a child under 14 must work, train or volunteer 80 hours a month or SNAP stops after 3 months.
NM Health Care Authority - Income Support Division (Grant County office)
SNAP food benefits
1-800-283-4465
3088 32nd St Bypass, Suite A, Silver City · Lobby Mon-Fri 8:00 am-4:30 pm, closed 12:00-1:30 pm for lunch. Phone line (1-800-283-4465) Mon-Fri 7:00 am-6:30 pm.
4Get SNAP going again
Missed renewal? Turn in the form or reapply now at yes.state.nm.us or at the office.
NM Health Care Authority - YES New Mexico Connect
Online benefits portal and resource finder
· 24/7 online
Bring
- Photo ID
- proof of income
- rent and utility bills
- the letter they got
Work rule problem? Ask if they qualify for an exception (health problem, caring for someone, in treatment, pregnant, tribal member, and others).
New Mexico Health Care Authority - SNAP Employment & Training
SNAP E&T: job search help, training, work experience, apprenticeships for SNAP r
(800) 283-4465
5If they think the decision is wrong
They can ask for a fair hearing. They have 90 days from the date on the letter. They can ask out loud or in writing.
NM Health Care Authority
Office of Fair Hearings: appeal a SNAP, Medicaid, cash aid or LIHEAP decision
505-476-6213
P.O. Box 2348, Santa Fe · Business hours
New Mexico Legal Aid
Free civil legal help
1-833-545-4357
2005 Hwy 180 W, Suite 500, Silver City · Phone intake Mon-Thu 9:30 am-4:00 pm at 1-833-545-4357; online application any time at newmexicolegalaid.org. Silver City office: 575-388-0091.
At the Gospel MissionOur case worker can help them read the letter and fill out forms.
This guide is general information only, not medical, legal or other professional advice. Places and rules change, so please call before you go. In an emergency, call 911; in a mental health crisis, call or text 988. Disclaimer
Know a better way? Is something out of date?
If a number or place here is wrong, you know a better resource, or you know a better way to help, tell us. We automatically check reliable sources and update supported routine details. Unclear changes and safety guidance go to our staff for review.
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Questions, or want someone to walk through this with you? The Silver City Gospel Mission, 111 S. Texas St., Silver City,
575-388-5071, weekdays 9:00am-1:45pm. Everyone is welcome.