103-4 PROCESSING RETURNED MAIL

It is the responsibility of the client to provide a valid mailing address and report changes to their address to DPA Division of Public Assistance. When mail sent to applicants and recipients is returned to DPA Division of Public Assistance, staff must follow certain procedures in handling the document and ensure appropriate action is taken on the case. Refer to Addendum 118B - Returned Mail Guide.

Note:

In EIS Eligibility Information System, when entering information in the address field for children's Medicaid cases, add "in care of (name of parent or adult caretaker relative). This helps the US Postal identify that the mail is for the household. This will also help decrease the number of returned mail.

103-4 A. NO FORWARDING ADDRESS IS PROVIDED

For returned mail where there is no forwarding address (this includes handwritten notes such as "moved" or "not at this address"), follow the procedures below:

1.  SNAP Supplemental Nutrition Assistance ProgramOnly
   
   

   1. Do not close the case. Create a CANO Case Notesentry to document the receipt of returned mail and reason for the return.
      
      

   2. Shred the returned mail.




2.  Medicaid
   
   

   1. Call the applicant or recipient to inquire about their new address or updated mailing address.
      
      

   2. If the applicant or recipient cannot be reached by phone, create a CANO Case Notesentry to document the action, shred the returned mail and close program with 10-day notice of adverse action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
      
      

3. Temporary Assistance
   
   

   1. Call the applicant or recipient to inquire about their new address or updated mailing address.
      
      

   2. If the applicant or recipient cannot be reached by phone, create a CANO Case Notesentry to document the action, shred the returned mail and close program with adequate notice. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
      
      

4. Adult Public Assistance
   
   

   1. Call the applicant or recipient to inquire about their new or updated mailing address.
      
      

   2. If the applicant or recipient cannot be reached by phone, create a CANO Case Notesentry to document the action, shred the returned mail and close program with adequate notice. Refer to the MS 109-9I for additional information on documenting receipt of returned mail.
      
      

103-4 B. IN-STATE FORWARDING ADDRESS IS PROVIDED

Follow the procedures below if mail is returned and an in-state forwarding address is provided (this is noted on a USPS Label or Form 3547):

1.  SNAP Supplemental Nutrition Assistance ProgramOnly
   
   

• Update mailing address on ADDR Address Screen.
  
  

• Send an N011 (General Correspondence) notice to the new address informing the applicant or recipient that their mailing address has been updated.
  
  

• Create a CANO Case Notesentry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
  
  

• Shred the returned mail.
  
  

2.  Temporary Assistance, Medicaid and Adult Public Assistance Case
   
   

1.  If the new address is not a street address (e.g., a post office box or general delivery):
   
   

2. Update the mailing address on ADDR Address Screen.
   
   

3. Send an N011 (General Correspondence) notice to the new address informing the applicant or recipient that their mailing address has been updated.
   
   

4. Create a CANO Case Notes entry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
   
   

5. Shred the returned mail.
   
   

2. If the new address is a street address:
   
   

3. Update the mailing address on ADDR Address Screen.
   
   

4. Send an N020 (Request for Information) or N008 (Change of Address Information Needed) notice to the new address informing the applicant or recipient that their mailing address has been updated. This notice needs to also ask about:
   
   

• Household composition (TA Temporary Assistance, ME Medicaidand APA Adult Public Assistance)

• Shelter costs (TA Temporary Assistance)

• Living arrangement (for APA Adult Public Assistance)
  
  

5. Give the applicant or recipient ten days to respond.  If DPA Division of Public Assistance does not receive a response after ten days, take appropriate action. If the information requested is needed to determine continued eligibility, close the case giving 10-day notice of adverse action.
   
   

6. Create a CANO Case Notes entry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
   
   

7. Shred the return mail.
   

103-4 C. OUT-OF-STATE FORWARDING ADDRESS IS PROVIDED

Follow the procedures below if mail is returned and an out-of-state forwarding address is provided (this is noted on a USPS Label or Form 3547):

1.  SNAP Supplemental Nutrition Assistance ProgramOnly
   
   

• Update the mailing address on the ADDR Address Screen.
  
  

• Close the case with adequate notice.
  
  

• Send the closure notice to the new out-of-state address.
  
  

• Create a CANO Case Notesentry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
  
  

• Shred the returned mail.
  
  

2. Temporary Assistance, Medicaid and Adult Public Assistance
   
   

• Update the mailing address on the ADDR Address Screen.
  
  

• Send an N020 (Request for Information) or N008 (Change of Address Information Needed) notice to the new address informing the applicant or recipient that their mailing address has been updated. This notice needs to also ask about:
  
  

  • The reason they are out of state to determine allowable absence for (TA Temporary Assistance, ME Medicaid, and APA Adult Public Assistance)

  • Household composition (TA Temporary Assistance, ME Medicaid, and APA Adult Public Assistance)

  • Shelter costs (for TA Temporary Assistance)

  • Living arrangement (for APA Adult Public Assistance)
    
    

• Give the applicant or recipient ten days to respond.  If DPA Division of Public Assistancedoes not receive a response after ten days, take appropriate action. If the information requested is needed to determine continued eligibility, close the case giving 10-day notice of adverse action.
  
  

• Create a CANO Case Notesentry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
  
  

• Shred the returned mail.