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.

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. FS Food Stamps (Semi-Annual Reporting)

1. Create a CANO Case Notes entry to document the receipt of returned mail and reason for the return.
   
   

2. Shred the returned mail.

2. FS Food Stamps (Status Reporting)

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, send an N020 (Request for Information) notice to the mailing address currently on file. The notice will indicate the request for a current mailing address. The applicant or recipient will be given ten days to respond.  If DPA Division of Public Assistance does not receive a response after ten days, close the FS Food Stamps case with adverse action and send an adequate notice using the same address currently on file.
   
   

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

4. Shred the returned mail.

3. Temporary Assistance, Medicaid, Adult Public Assistance Case 

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, send an N020 (Request for Information) notice to the mailing address currently on file. The notice will indicate the request for a current mailing address. The applicant or recipient will be given ten days to respond.  If DPA does not receive a response after ten days, close all programs with adequate notice using the address currently on file.
   
   

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

4. Shred the returned mail.
   
   

NOTE:

If there is an attached FS Food Stamps case the instructions listed in subsection 1 or 2 should be used.  A semi-annual reporting FS Food Stamps case should be updated by removing the TA Temporary Assistance income if the TA Temporary Assistance case closes.  No other changes are made to the FS Food Stamps case.

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 Yellow Label or Form 3547 or handwritten note):

1. FS Food Stamps (Semi-Annual Reporting)

1. Update mailing address on ADDR Address Screen.
   
   

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

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

4. Shred the returned mail. 
   
   

2. FS Food Stamps (Status Reporting), Temporary Assistance, Medicaid, Adult Public Assistance Case

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

1. 1. 1.  

         1. 1. Update the mailing address on ADDR Address Screen.
               
               

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

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

            4. Shred the returned mail.
               
               
               

2. If the new address is a street address:

1. 1. 1. 1.  

            1. Update the mailing address on ADDR Address Screen.
               
               

            2. Send an N011 (General Correspondence) 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:

            1.  

               • Household composition (for FS Food Stamps Status Reporting, TA Temporary Assistance, ME Medicaid, and APA Adult Public Assistance)

               • Shelter costs (for FS Food Stamps Status Reporting and TA Temporary Assistance)

               • Living arrangement (for APA Adult Public Assistance)
                 
                 

            3. 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 timely notice of adverse action.
               
               

            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.
               

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 Yellow Label or Form 3547 or handwritten note):

1. FS Food Stamps (Semi-Annual Reporting) and FS Food Stamps (Status Reporting) Case

1. Update the mailing address on the ADDR Address Screen.
   
   

2. Close the case with adequate notice.
   
   

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

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. Temporary Assistance, Medicaid, Adult Public Assistance:

1. Update the mailing address on the ADDR Address Screen.
   
   

2. Send an N011 (General Correspondence) 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:
   

1.  

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

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

   • Shelter costs (for TA Temporary Assistance)

   • Living arrangement (for APA Adult Public Assistance)
     
     

3. 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 timely notice of adverse action.
   
   

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.