Department of Social Services
Family Support Division
PO Box 2320
Jefferson City, Missouri
TO: ALL FAMILY SUPPORT OFFICES
FROM: KIM EVANS, DIRECTOR
SUBJECT: RETURNED MAIL REQUIREMENTS DURING THE TRANSITION PERIOD FOR ALL MO HEALTHNET (MHN) PROGRAMS
The Consolidated Appropriations Act, 2023 (CAA, 2023) outlines temporary, required conditions for MO HealthNet (MHN) returned mail. Family Support Division (FSD) is required to use available resources to obtain up-to-date mailing addresses and contact information both prior to and during the transition period. The first step is for MO HealthNet cases to run against the National Change of Address (NCOA) Database at the beginning of the annual renewal process.
Note: Transition period refers to the conclusion of the Continuous Enrollment Condition and restart of annual renewals. Missouri’s transition period is from April 1, 2023 through May 31, 2024.
Additionally, effective April 1, 2023 through May 31, 2024, follow the instructions below when mail is returned for MHN programs. The instructions given below temporarily replace existing returned mail policy during the transition period.
Screen All Mail
Screen all returned mail and check the eligibility systems to ensure the mailing address was correct. Make corrections to the address, such as adding an apartment number, and resend the mail to the corrected address. If the address is correct, determine if the mail is a renewal form or other returned mail.
Renewal Forms and Requests for Information related to an Annual Renewal
When a renewal form or Request for Information related to an Annual Renewal is returned by the post office, FSD is required to attempt to contact the participant using two methods, such as phone, text, mail, email, or updates to an online account.
If the address was correct or the mail was returned a second time:
- Look for a forwarding address. If the mail does not have a forwarding address, attempt to contact the participant using two additional methods.
- If the mail has a forwarding address, including out of state addresses, send the returned mail to the forwarding address and attempt to contact the participant to update the address using another method.
Note: When sending a Request for Information that is related to an Annual Renewal, staff must state on the Request for Information that the request is related to information needed for an Annual Renewal.
All Other Returned Mail
For returned mail that was not sent regarding a renewal of eligibility, attempt to contact the participant to obtain an updated address. If an address is not confirmed with the participant and:
- The returned mail has an in-state forwarding address, send notice (request for contact) to the participant at both the address on file and the forwarding address. Update the address to the forwarding address and do not close coverage, even if the participant does not respond.
- The returned mail has an out-of-state forwarding address, send notice to both the address on file and the forwarding address. If the participant does not respond or responds and confirms the out-of-state address, send an adverse action notice and after closing, a closing notice.
- The returned mail has no forwarding address, close the coverage. If the participant reports an in-state address after closing but prior to the end of the certification period, reopen the coverage back to the date of termination.
Note: These temporary returned mail requirements apply to MHN programs only.
- Review this memorandum with appropriate staff.