P-EBT Challenges

In May 2020, Massachusetts began issuing relief funds to families to help buy food via the Pandemic-EBT card program (P-EBT); however, many parents have been confused by the process, and others have been unable to access their accounts altogether.

Five hundred thousand children across Massachusetts rely on free/reduced breakfast and lunch served at schools. When the COVID crisis began and schools closed, kids switched to eating these meals at home. For many, absorbing the cost of these additional meals has been a major stress on family finances. 

The P-EBT program is an innovative solution with enormous potential: P-EBT will provide $398 total to every child receiving free / reduced meals by the end of June, regardless of immigration status. Those who already receive SNAP are having funds added to their existing EBT cards. Those who do not use SNAP will receive an EBT card in the mail that must be activated over the phone prior to use. In total, P-EBT has the potential to provide over $200 million for Massachusetts’ families. 

For those who already have SNAP cards, P-EBT seems to be working well. Funds were automatically credited to users’ accounts, and families didn’t need to take any additional steps to activate. However, for those who are receiving new cards, we’re hearing from families that their experiences with P-EBT have been challenging.  

Francis’s infant son was already on SNAP before the pandemic, but her daughter, a BPS student, was not. She received a mailer and then a card informing her that it was her daughter’s P-EBT card. She and her husband tried to activate the new card with no success. They tried calling customer service but were unable to connect with a Spanish-speaking representative who could help them. When a family friend called on their behalf, they were told that they could not activate the card because she already had SNAP. But Francis is still confused because it is her son, not her daughter, who receives SNAP benefits. The food donations her family has been relying on are dwindling, and Francis was glad to receive the P-EBT card.  But without help or clarification, she may not be able to access it.  

April is a single mother who was hoping that the P-EBT card would help her get through this difficult time as she cannot rely on prepared school meals due to her son’s dietary restrictions. April was looking forward to receiving a P-EBT card, since her son had received free breakfast and lunch at his charter school.  April has found the process confusing and has tried applying three times using the forms provided by her son’s school.  After weeks of waiting, April was called and told that she was denied due to her income. The caller told her she could continue to pick up free lunches from her school even after April told them that this does not help given her son’s allergies. April left the conversation confused about her eligibility for P-EBT and frustrated by the experience. When she hears government officials talking about how every child in Boston will be fed during this period, she is confused and frustrated that this does not include her.  She has still not received a P-EBT card.

In their own words: 

“A mí me llegó una tarjeta. Traté de activarla pero no pude. Mi amiga lo mismo, ella intento activarlo y no se puedo porque si una ya tiene del otro no le dan de esa. Nosotros intentamos, intentamos activarla con mi esposo y para esperar para que alguien hable con uno ooooh no hay nadie que atienda a uno. Una amiga mía, aplicamos juntas para las estampías, y le respondieron y le dijeron eso porque los que tienen eso, el SNAP no le activan a uno el otro.” ◾ [“The [p-EBT] card came. I tried to activate it but couldn’t. My friend, it’s the same thing, she tried to activate it but couldn’t because she already had the other and they don’t give her the new one. We tried, tried to activate it with my husband and to wait for someone to speak with you ooooh, no there’s no one who can attend you. My friend, we applied together for the [food] stamps and they told her that because of that and she has SNAP they won’t activate the other one.” ]

“If you [the government] are gonna make a statement pretty much that you are going to cover all the students in public and charter, then you should do it for all. And not have a [eligibility requirement] who can and cannot, because it does not say that on the flyers or in any of the information that was given to me.” 

[ Update:  In our most recent interview, Francis informed us that she was finally able to activate the P-EBT card with the help of her daughter’s school nurse.]

Names and some details changed to preserve confidentiality.