Contact Information:

City of Richmond Social Services


Marshall Plaza Building
900 E. Marshall Street
Richmond, VA
23219 USA


Customer Care Center:
Call 3-1-1
(804) 646-7212 (Outside Richmond Area)

Adult Protective Services:
(804) 646-7405  
After normal business hours
(888) 832-3858


How do I apply for benefits?
Call: (855) 635-4370

Fax paper application to: 
(804) 646-7018


Drop Box at Marshall Plaza
(900 E. Marshall Street)

Drop Box at Southside Plaza
(4100 Hull Street)


Marshall Plaza Building
900 East Marshall Street
Richmond, VA 23219-1538


South Richmond:
Southside Community Services Center
4100 Hull Street Road
Richmond, VA 23224-1745


Frequently Asked Questions

Cooling Assistance

Cooling Assistance applications will be accepted beginning Monday, June 15. To apply:
    Call: (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.


CommonHelp Logo

Go Online!

Did you know you can check eligibility, apply for, review, renew and report changes to your benefits onlineYou can access CommonHelp from:

  • Your personal computer
  • A mobile phone or tablet with internet access
  • A Richmond Public Library computer
  • A RDSS facility computer kiosk

Visit today and skip the line!


Apply over the phone by calling the New Enterprise Customer Call Center at (855) 635-4370


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 (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. 

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. 

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


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 Human Services Technician. To obtain a new card in an emergency, contact Richmond Department of Social Services by calling 3-1-1, or visiting a service location.

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.


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 (800) 961-8423.

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, (800) 961-8423, each month. After five calls, you will be charged $.50 for each additional call during the month.

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.

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