1-844-640-6446 – Hours for the Call Center are Monday – Friday from 8:00 a.m. to 4:00 p.m. (We close the call center the last Monday of the month for staff training).
Frequently Asked Customer Service Questions:
- Do you take walk-ins?
Walk-in applications for food assistance, cash assistance and Medicaid are accepted Monday through Friday from 8:00am to 4:00pm. You will be contacted within 10 days of submitting your application for assistance, over the phone. If you do not have a phone, you can use the agency phone. Reapplications are completed by appointments, either in person at our agency or over the phone.
- When can I expect a return phone call, if I leave a message?
Please be patient, Clermont County PA has been experiencing record caseloads due to the struggling economy. We will make every effort to return phone calls within 24 hours. We suggest that you search our new website FAQ’s section for answers to general questions and to get answers when our offices are closed.
- How long after applying will I receive benefits?
Please be patient, Clermont County PA has been experiencing record caseloads due to the struggling economy. The agency is making every effort to process all casework within the 30 days allowed under Ohio law. If it has not been 30 days since your application or interview, please remain patient and contact us once that deadline has passed. Remember, benefits are retroactive to date of application.
- How long can I receive SNAP?
As long as your income falls within the guidelines and you abide by the food assistance program rules and regulations, there are no time limits on receiving food assistance. Reapplication is usually once every 12 months.
- I just had my baby. What do I need to provide?
For your baby to be added to the household: provide correct spelling of baby’s entire name, father’s entire name along with date and city of baby’s birth.
- How is my monthly income calculated?
Bi-weekly pay: average gross amount of last four to six pays and multiply by 2.15 pays per month. Weekly pay: average gross amount of last four to six pays and multiply by 4.3 pays per month. Twice monthly pay: average the gross amount of last 4 to six pays and multiply by 2.
- Did you get my verifications/documents?
The agency receives a lot of verifications daily and has a process to file and route to the appropriate person. Please give us 10-30 days to process your changes/documents. If it has not been 10-30 business days since your reported and verified your verifications/documents, please remain patient and contact us once that deadline has passed.
- Who is my caseworker?
Clermont County PA doesn’t assign caseworkers to specific cases. You have a whole team of caseworkers to assist you through intake, reapplication and changes.
- Why is someone I know eligible for public assistance when I’m not? Why is someone receiving more benefits?
The same eligibility rules and guidelines apply to everyone applying for and receiving assistance in the state of Ohio. It is important to understand that everyone’s situation is different and despite the fact that you may both seem to be in the same position, there are factors that affect eligibility that you may not be aware of which affect the amount of assistance you are eligible to receive.
- Why can’t I get my prescriptions?
This is probably due to the pharmacy computer system showing that you have third party medical insurance. Provide verification of the date that this insurance ended and we will contact Third Party Medical in Columbus to get it corrected.
- I need to report a change of address, what do I do?
If you have recently moved we need to verify your new address. You can submit a piece of mail with your name and new address on it. You can also have your landlord, or a friend (who does not live in your house) verify your address by completing this form. If you have a lease you can submit that as well.
Click here for more FAQs!
If you have applied for or are currently receiving public assistance, our Customer Service Specialists are trained to assist you in the following areas:
- Case status and general case information
- Ongoing benefit information
- Date of benefit approval and issuance
- Medicaid billing number and begin date of coverage
- Scheduling and rescheduling appointments
- Appointment date/time information
- Referrals to other agencies for additional assistance
- Contact information for the Cash Assistance EPPICard, and Food Assistance EBT Card
In addition, the following changes can be reported to the agency through the Call Center:
- Addition of a household member or newborn
- Address/residence changes
- Case transfer to another county
- Case termination
- Child care expense increase or decrease
- Child Support changes
- Income and employment changes
- Medical expense changes
- Phone number changes
- Rent, mortgage, property tax, homeowners’ insurance, and utility responsibility changes
- Removal of a household member
- Resource/asset changes
*** There have been some changes to our automated phone service. Please use the following prompts to ensure your call is routed to the correct area:
- If you are calling about unemployment benefits, please call 877-644-6562.
- For help with Medicaid, Food, Cash Assistance benefits or Child Care, press 2.
- For help with Managed Care plans or questions about Medicaid Covered Services, press 3.
- For help with EBT or EPPIC Cards, press 4.
- For help with your Self Service Portal Account, press 5.
- To report suspected fraud, please visit our website at www.jfs.ohio.gov/fraud or Press 6 to report suspected fraud over the phone.
