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 DPADivision of Public Assistance. When mail sent to applicants and recipients is returned to DPADivision 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 EISEligibility 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. SNAPSupplemental Nutrition Assistance Program Only

1. Do not close the case. Create a CANOCase Notes entry 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 CANOCase Notes entry 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 CANOCase Notes entry 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 CANOCase Notes entry 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 Only

• Update mailing address on ADDRAddress 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 CANOCase Notes entry 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):

• Update the mailing address on ADDRAddress 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 CANOCase Notes entry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
• Shred the returned mail.

2. If the new address is a street address:

• Update the mailing address on ADDRAddress 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:

• Household composition (TATemporary Assistance, MEMedicaid, and APAAdult Public Assistance)
• Shelter costs (TATemporary Assistance)
• Living arrangement (for APAAdult Public Assistance)

• Give the applicant or recipient ten days to respond. If DPADivision 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 the 10-day notice of adverse action.
• Create a CANOCase Notes entry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
• Shred the returned 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 Only

• Update the mailing address on the ADDRAddress Screen.
• Close the case with adequate notice.
• Send the closure notice to the new out-of-state address.
• Create a CANOCase Notes entry 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 ADDRAddress 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 TATemporary Assistance, MEMedicaid, and APAAdult Public Assistance)
• Household composition (TATemporary Assistance, MEMedicaid, and APAAdult Public Assistance)
• Shelter costs (for TATemporary Assistance)
• Living arrangement (for APAAdult Public Assistance)
• Give the applicant or recipient ten days to respond. If DPADivision 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.
• Create a CANOCase Notes entry to document the action. Refer to MS 109-9I for additional information on documenting receipt of returned mail.
• Shred the returned mail.