Department of Human Services Announces One-Day Closure of County Assistance Offices, COMPASS Services for System Update

Department of Human Services Secretary Teresa Miller today announced that County Assistance Offices (CAO), processing centers, and customer service centers will be closed to the public on February 14, 2020, in order to install a statewide system update. The offices will remain closed as scheduled on Monday, February 17 in observance of Presidents’ Day and will reopen on Tuesday, February 18. The closure also will affect the COMPASS benefits application system.

During the closure CAO workers will not be able to access case information, print new EBT cards, or process applications, renewals, or document uploads. The COMPASS website and the myCOMPASS PA mobile app will also be offline during the closure. Benefit recipients and applicants who need to provide important documents are encouraged to talk with their caseworker and to furnish documents prior to the February 14 closure.

“We are always working to improve our systems and services for the people who need them,” Sec. Miller said. “This system update will unfortunately require a closure of our offices, but the update will allow DHS to better serve our clients. I encourage anyone who may be affected by this closure to reach out to their County Assistance Office now to ensure their case processing is not delayed.”

This closure will not affect EBT payments scheduled for February 14 and activated EBT cards can still be used as usual at ATMs and in stores at point-of-sale machines if the client has a balance. Balance and transaction inquiries as well as EBT card replacement can be requested from DHS’s EBT contractor, Conduent, at 888-328-7366.

Managed Care Organizations (MCO) providing Medicaid coverage will be available to address claims and coverage issues with clients, and Medicaid Access cards can still be used at participating medical facilities to obtain care.

LIHEAP Crisis, which assists households who are without or are in danger of being without heat, will still be available to clients via phone. Clients should call the Crisis Hotline at 1-866-452-6152, which will be operating to serve individuals in crisis situations during the office closure from February 14-17.

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