M E M O R A N D U M

IM-104  08/05/03  CLIENT MAIL RECEIVED AT DFS OFFICE


SUBJECT:
CLIENT MAIL RECEIVED AT DFS OFFICE
DISCUSSION:
Some food stamp participants receive DFS mail at the local DFS office.  This may occur because the participant is transient, homeless, or may not be able to receive mail at home for various reasons.

Each DFS office must have procedures in place for handling participant mail.  The following are guidelines for staff to follow for Eligibility Units (EUs) receiving agency mail at the DFS office.

  • Designate an area and phone number where the participant can inquire about mail.  Provide the office phone number and location for the EU member to call and/or pick up mail for the EU on a business card or other written correspondence given to the participant at application.
  • Inform the EU that the EBT card, notices, such as the Notice of Expiration (NOE) or correspondence with time limits, such as the Notice of Adverse Action, are some examples of mail the EU might receive at the office. 
  • Inform the EU it is necessary to contact or come to the DFS office at least biweekly in order for the EU to pick up his/her mail.
Date stamp all EU mail received in the county office.  Do not open EU mail sent to the local DFS office.  It is against Post Office regulations for posted mail to be opened by staff.  Hold 
EU mail in the designated area for 60 days.  Mail not picked up by the EU within 60 days should be forwarded to the worker and filed in the EUs case file.

For EBT cards received in the county office, follow the procedures outlined in the EBT Manual, Section 0150.030.05.
NECESSARY ACTION:
  • Review this memorandum with all appropriate staff.
  • Select a designated area and telephone number for EUs to inquire if mail is there for pick up.
  •  Inform the EU where the designated area is and provide a phone number for the EU to call.
  • After 60 days, EU mail held in the designated area should be forwarded to staff to file in the case record.
  • Cancel and destroy EBT cards not picked up after 30 days.  Do not return them to sender.
BJK
IM-103
[ 2003 Memorandums ]
IM-105