Returned Mail Process

This process documents the high-level steps utilized when returned mail is received in a DCF office for Food Assistance, TANF, Child Care, or LIEAP.

Business Process Steps

Mail Receiver/Imager:

Scan returned mail envelope to its corresponding case using the guidance below.
1. Application Plan: KEES Case
2. Basket: Case - Task
3. Document Type: See DCF Imaged Forms Desk Aid

KEES:

Generates a Returned Mail task for active and/or pending programs in KEES and maps to the NL Returned Mail queue for core programs or the NL Returned Mail LIEAP queue for LIEAP in Current™.

See LIEAP Returned Mail Process for steps to process returned mail after it is claimed in Current™.

Returned mail tasks for core programs can be claimed by Support Staff or Eligibility Staff in Current™.

Support Staff Returned Mail Process:

If the address in KEES has been updated since the mail was returned, update the task with an outcome of complete in Current™. No action is needed.
If the address in KEES matches the address on the returned mail, check for changes reported or most recent application/review/IR to ensure a new address has not been reported or the address was incorrectly entered in KEES.
1. If a different address is found, add the address in KEES using today’s date as the begin date. Document in the KEES journal and update the task with an outcome of complete in Current™.
2. If there is not a different address available, contact the client for an updated address:
  1. If contact with the client is successful and they report a new address:
    1. Add the address in KEES using today’s date as the begin date, let them know an eligibility worker will reach out to confirm any changes related to their household or expenses, and update the task in Current™ following instruction in the Current Outcomes/Pause Reasons Desk Guide.
    2. In Current™, Add Case to add a task to for eligibility to address any potential changes using the guidance below.
      1. Select the Originating Office from the drop-down
      2. Select the Access Point of Non-Lobby
      3. Complete the required case specific fields
      4. Select Add Task button
      5. Activity: Change
      6. Program: Select all applicable programs that are pending or active on the case number
      7. Triager Notes: See Current™ Standardized Triager Notes
      8. Select Add Case button
  2. If contact with the client is successful and they report the address in KEES and on the returned mail is correct, advise them to complete a change of address request with the post office. Document in the KEES journal and update the task in Current™ following instruction in the Current Outcomes/Pause Reasons Desk Guide.
  3. If contact with the client is not successful:
    1. If there is active TANF or CC update the task in Current™ following instruction in the Current Outcomes/Pause Reasons Desk Guide.
    2. In Current™, Add Case to add a task for eligibility to address any potential changes using the guidance below.
      1. Select the Originating Office from the drop-down
      2. Select the Access Point of Non-Lobby
      3. Complete the required case specific fields
      4. Select Add Task button
      5. Activity: Change
      6. Program: Select all applicable programs that are pending or active on the case number
      7. Triager Notes: See Current™ Standardized Triager Notes
      8. Select Add Case button
    3. If only active for Food Assistance, document in the KEES journal that the returned mail needs to be addressed at the next IR or Review/12 Month Report. update the task in Current™ following instruction in the Current Outcomes/Pause Reasons Desk Guide.

Eligibility Staff Returned Mail Process:

If acting on changes associated with a verified address change:
1. Household changes: Follow the Verification Matrix and act on the change.
2. Expense changes (Food Assistance Only): Send the V000: More Information Needed notice to request verification of the change. If verification is not received within 10 days, any existing shelter expenses must be removed from the case and eligibility is re-determined by re-running EDBC when processing the Verification Not Received task.
If acting on an unverified address change:
1. Attempt to call the client to verify their address
  1. If contact with the client is successful and they report a new address, add the address in KEES using today’s date as the begin date and ask about any changes related to their address change:
    1. If they report a change, document in the KEES journal, and follow the steps outlined in step a. above.
  2. If contact with the client is successful and they report the address in KEES and on the returned mail is correct, advise them to complete a change of address request with the post office. Document in KEES journal.
  3. If contact with the client is not successful:
    1. If there IS a pending application/IR/Review:
      1. If all required information has been provided to determine eligibility, send a V000: More Information Needed notice to request a current address before processing.
      2. If the client has not completed the required interview or provided all required verification, document in the KEES Journal the returned mail will need to be addressed before benefits are approved.
    2. If there is NOT a pending application/IR/Review:
      1. For Food Assistance, journal: Unsuccessful contact attempted for returned mail – check at next review or IR.
      2. For TANF and/or Child Care: Send a V000: More Information Needed notice to request the updated address.
        
        If client does not respond within 10 days, deny or discontinue TANF and/or child care benefits for requested information not received when the Verification Not Received task generates.
    3. The final step is to update the task in Current™ following instruction in the Current Outcomes/Pause Reasons Desk Guide.

Key Process Considerations

KEES will automatically create a journal entry when a new address is added.
Reminder (Food Assistance Only): If the consumer/household did not report the change of address to the agency AND does not respond to the agency’s attempt to contact, the Food Assistance program block cannot be closed for Loss of Contact or Failure to Provide Requested Information. (04/2021 KEESM Revision No. 102) – No action will be taken until the Review or IR is due. If the Review or IR is not received, the case will close for Failure to Return a Signed Review or IR.
See the Undelivered Card Process for process steps specific to returned EBT cards.
Utilize USPS.com to verify the address is a deliverable normalized address.
Do NOT edit or backdate an address. Always ADD a new address with today’s date as the begin date.
Do NOT change the address of a child in Foster Care.