Returned Mail Process

This business process flow shows the steps to utilize when Returned Mail is received in a DCF office.

Business Scenario - Returned Mail Process

Jack receives an envelope that has been returned to the local DCF office as undeliverable to the consumer’s listed address.  He batches it with the other returned mail and delivers it to the purple area for processing.  Grant processes the returned mail, taking necessary action on the case in KAECSES.  On the returned mail envelope, he writes the non-medical case number and the case head.  He batches the returned mail and places it in the cold basket for imaging.  Jack images and indexes the envelope(s) to the appropriate document type and retains the returned mail for 60 days.

Business Process Diagram - Returned Mail Process

Identified Changes - Returned Mail Process

• Returned mail envelope should be imaged.

Key Process Considerations - Returned Mail Process

• Returned mail policy has NOT changed.
• Returned mail should not be added to the BPM tracker as it is unnecessary and will take the same amount of Time to load to the BPM tracker as it would to simply process the envelope.
• Offices with large volumes of returned mail may find it helpful to sort returned mail according to the following categories to make imaging more efficient:
• • Returned Mail - In State
  • Returned Mail - No Fwd Address
  • Returned Mail - Out of State
• Write the Non-Medical case number(s) and the case head on the returned mail envelope as Eligibility Staff process the returned mail to help with imaging efficiency.  

Imaging Considerations - Returned Mail Process

• The Mail Receiver/Imager should select the following Application Plan, Basket and Document Type(s) when scanning applications and supporting documentation:

Non-Medical Returned Mail