Returned Mail Guide

Returned mail should be scanned to the ECM, including the return label indicating the reason the mail was returned.

 

When returned mail is received with a forwarding address, update the address in FAMIS using the ADRES flow chart and resend the documents to the new address.

 

NOTE: For additional information about returned mail see 2.8.5 Returned Mail.

 

When returned mail is received without a forwarding address, attempt to reach the participant by phone to confirm their address. If the participant cannot be reached and we cannot confirm the correct address, the Returned Mail Y/N field must be updated on Address Resolution (ADRES/FM1G).

 

If this field shows returned mail exists (Y) the system does not allow a new application to be registered at the bad address until the address issue is resolved.  When a new address is received for a participant, update the flag (Y) to (N), then remove the RSN (reason) and Mail Returned Date.  The phrase “bad address” includes multiple scenarios such as “Unable to Forward”, “No Mail Receptacle”, “Addressee Unknown”, “Forwarding Order Expired”, etc.

 

Once the Returned Mail field is updated and a comment is made, no further case actions are necessary if we are unable to locate the participant. Their case(s) will close or expire when the participant fails to return the review/recertification documents.

 

 

Update the Returned Mail Field on ADRES:

  1. Navigate to ADRES
    1. Locate the head of household on FAMISPAR
    2. Select the active EU with S
    3. Type ADRES on the command line
    4. press CTRL
  2. Type U on command line
  3. Confirm correct HOH DCN appears in the HOH DCN field
    1. If not; prompt out to select correct HOH DCN
  4. Returned Mail (Y/N): Y
  5. RSN: Prompt out (=F4) to select the reason
    1. INCR- Incarceration
    2. INST- Returned mail in-state
    3. OUTS- Returned mail out of state
  6. Returned Date: Enter the date the mail was returned
  7. Press CTRL

  1. A confirmation message “Confirm address is same as return mail address. (Y/N)” appears to confirm the address on the returned mail matches the address found on ADRES
    1. If addresses match, enter Y and press CTRL
    2. Message “Successfully Updated” displays
    3. User ID and the Date for the most recent update to the screen appear


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