This business process flow shows the high level steps utilized to process undeliverable mail received from EBT.
The EBT Interface communicates with KEES, and produces a task for the Administrative queue when EBT is unable to send mail to the consumer’s address in KEES.
Claim the EBT Undeliverable Card – Check Address task.
Process the task following the instructions found in the EBT System Guide.
If no additional case action is needed then finish the task using the DCF Complete status reason and click the Complete button.
For Food Assistance cases only, if the consumer also reports shelter costs, landlord information, household composition changes, etc. and further case action is needed, release the task and reassign the task to the Purple queue. Add an entry to the tracker for the Purple team to take further action on the changes reported. For TANF/Child Care cases, once the address is updated, release the task and reassign the task to the Purple queue. Add an entry to the tracker for the Purple team to claim and follow up on the address change.
If you are unable to reach the consumer to obtain a new address, release the task and reassign the task to the Purple queue. Add an entry to the tracker for the Purple team to take further action on the EBT Undeliverable Card.
Document all action taken in the KEES Journal.
Claim the task from the tracker.
Claim and process the ‘EBT Undeliverable Card – Check Address’ task.
Call the consumer to obtain any additional information needed. If you are unable to reach the consumer, request verification of address and any information needed and/or update any relevant data collection pages.
Follow the Request for Information process.
Finish the task using the ‘DCF Complete’ status reason and click the Complete button.
Staff no longer have to generate the EBT Undelivered Card Report since KEES produces a task for the Administrative queue.
Support staff need to re-assign the EBT Undeliverable Card – Check Address task if further case action is needed.