City of Richmond
Marshall Plaza Building
900 E. Marshall Street
Customer Care Center:
(804) 646-7212 (Outside Richmond Area)
Marshall Plaza Building
900 East Marshall Street
Richmond, VA 23219-1538
Southside Community Services Center
4100 Hull Street Road
Richmond, VA 23224-1745
- Citizens can submit DSS inquiries and requests regarding services through the RVA311 webpage https://www.rva311.com/rvaone/Home/Index or call (804) 646-7000. Benefit workers will contact citizens directly to conduct interviews by phone.
- Emergency SNAP benefits will be issued on Thursday, September 16th. Citizens can submit DSS inquiries and requests regarding services through the RVA311 webpage https://www.rva311.com/rvaone/Home/Index or call (804) 646-7000. Citizens who need to apply for benefits should call the Enterprise Call Center at (855) 635-4370 or go online. Pending applications, renewals or verifications can be faxed to (804) 646-7018 or placed in the drop box at the front of the Marshall Plaza or Southside Community Service Center. Citizens who need to submit benefit case documentation (Required Verifications, Pending Renewals, SNAP Interim Reports and Change Forms only) can email them to firstname.lastname@example.org. Citizens needing an EBT replacement card are encouraged to call (866) 281-2448. If you have questions about your EBT card, call the 24-hour Virginia EBT Customer Service Help Line at (866) 281-2448.
- Clients that are approved for SNAP Benefits, their EBT cards will be mailed and some clients will be notified, if they are eligible, to schedule an appointment to pick up their EBT card. (Appointments will be scheduled in 20 minute increments, for those eligible, on Monday, Wednesday, Thursday and Friday from 9:00 am – 11:30 am and 1:00 pm -3:00pm.)
- Citizens may continue to call the Fraud Hotline with questions at (804) 646-5707. Appointments will be scheduled by the Fraud Supervisor for forms that may require signature and notary.
- Reporting Child Abuse and Neglect - During COVID19, instances of child abuse and neglect continue to occur in the City of Richmond. Please take a moment to view the "Reporting Child Abuse and Neglect" infographic. To report a suspected child abuse and neglect, citizens are encouraged to call the Richmond Hotline (M-F 8:00am – 4:30pm) at (804) 646-0438 or the DSS 24/7 CPS Hotline at (800) 552-7096.
- Reporting Adult Abuse and Neglect - Adult Protective Services (APS) staff are available to respond to an investigation regarding allegations of abuse and/or neglect involving the elderly or adults with a disability. To make a report, citizens are encouraged to call the Richmond City Hotline (M-F/8:00 a.m. - 5:00 p.m.) at (804) 646-7405 or the 24/7 APS Hotline at (888) 832-3858.
For additional information on Richmond City Services please click on the City of Richmond, VA link www.rva.gov
City of Richmond - Preparation for and response to COVID-19
Department of Social Services (DSS)
Frequently Asked Questions
Updated: September 8, 2021
Call: (866) 281-2448
(Toll-free, 24 Hour Customer Service Hotline)
Call to report child abuse: (804) 646-0438
(After Hours: (800) 552-7096)
Call to report elder abuse: (804) 646-7405
(After Hours: (888) 832-3858)
Call: 3-1-1 or (804) 646-7212
Yes. Virginia will issue emergency allotments to households in September. The emergency benefits will allow the household’s current monthly allotment to increase to the maximum allotment for a household of that size.
The emergency allotment was calculated by the maximum allotment issuance for the household size, minus the amount that was issued for that month. If you received the maximum benefit you would not be eligible to receive the emergency allotment.
Yes. The regular allotment will go out in accordance to the regular staggering schedule which occurs on the 1st, 4th and 7th of each month.
You may complete an online screening at www.commonhelp.virginia.gov. Scroll to the middle of the page and click "Am I Eligible?" Please remember this is a prescreening tool, you must apply for SNAP to get a final decision.
There are no policy changes to the SNAP application process. Households must file an application for SNAP benefits with the Local Department of Social Services in the locality where the household resides.
Medicaid is allowing members to fill a 90-day supply of many routine prescriptions. Check with your pharmacist or doctor.
No, Virginia Medicaid will not cancel coverage for eligible individuals due to a change in circumstances or paperwork issues. Our priority is to maintain your coverage during this time. If you experience issues, please contact https://www.dmas.virginia.gov/contactforms/#/general so that we might assist you.
Did you know you can check eligibility, apply for, review, renew and report changes to your benefits online? You 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 commonhelp.virginia.gov today and skip the line!
Apply over the phone by calling the New Enterprise Customer Call Center at (855) 635-4370
The Division of Children, Families and Adults focuses on ensuring that families and children are safe and secure in their own homes, in foster homes, and throughout the community at large.
Children’s Services Act (CSA)
The office of the Children’s Services Act provides child-focused, cost-effective services to troubled and at-risk youth and their families. In collaboration with parents, private service providers, and other state and local agencies, CSA develops community and family-based plans to address the needs of at-risk children in their home, keeping families together whenever possible.
The Division of Economic Support and Independence provides residents in need with tools and opportunities that promote economic stability. ES&I supplies aid for those citizens who require assistance preserving their own health and well-being, while also equipping them with skills that encourage self-sufficiency.
In accordance with Federal law and the U.S. Department of Agriculture (USDA) policy, this institution is prohibited from discriminating in all its programs and activities on the basis of race, color, national origin, age, disability, and where applicable, sex, marital status, familial status, parental status, religion, sexual orientation, genetic information, political beliefs, reprisal, or because all or part of an individual's income is derived from any public assistance program. (Not all prohibited bases apply to all programs.) Persons with disabilities who require alternative means for communication of program information (Braille, large print, audiotape, etc.) should contact USDA's TARGET Center at (202) 720-2600 (voice and TDD).
To file a complaint of discrimination, write
USDA, Assistant Secretary for Civil Rights,
Office of the Assistant Secretary for Civil Rights
1400 Independence Avenue, S.W., Stop 9410
Washington, D.C. 20250-9410