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MS 0090 (1) Volume 1 – General Administration MS 0090 – R. 3/1/16 – OMTL-506 Returned Mail [When mail is returned to the centralized mail center, use the following procedures. A. The mail center staff scans the envelope and contents into the Electronic Case File (ECF) and creates a task for the returned mail. B. The worker assigned to the task checks the address on Worker Portal. 1. If the address is different, the worker determines if the mail needs to be resent to the new address listed on Worker Portal. 2. If the address listed on Worker Portal matches the returned mail, the worker calls the household in an attempt to obtain the correct mailing address. 3. If able to contact the household by phone, correct the address on Worker Portal to ensure written correspondence is delivered. 4. If unable to contact the household by phone, generate a Request for Information (RFI) requesting that verification of residency be provided within 10 days. If the household does not respond to the RFI, the case will discontinue. 5. If the household provides verification of the correct address, change address on Worker Portal. C. If the household does not respond to the request, take action on Worker Portal to discontinue the case. If the contents are notices originating from the Department for Community Based Services (DCBS), shred the envelope and the contents. If the returned mail contains sensitive material such as original birth certificates or check stubs, store in the hard copy file (if one exists) until the client is due to return to the office. D. Document in case comments regarding action taken.]