Effective Date: June 1, 2026

Previous Policy

A. Introduction

Receiving returned mail does not always indicate the member is ineligible. There are circumstances where returned mail does not affect the member’s eligibility. Below are the common returned mail circumstances and how to handle them.

Returned mail that has a forwarding address.

a. Follow the section below titled “Locate the Member” and attempt to locate the member.

Returned mail that does not have a returned address. Follow section titled “Locate the Member” and attempt to locate the member to gather the new address information.

Returned mail from General Delivery address.

a. If there is an in state forwarding address.

i. Follow section titled “Locate the Member” and attempt to locate the member.

b. If there is an out of state forwarding address or no returned address.

i. Follow section titled “Locate the Member” and attempt to locate the member.

B. Locate the Member

Attempt to confirm the member’s address using the methods below until the member’s address is confirmed, or all options have been exhausted.

Attempt to contact the member by phone to confirm address. If contact was successful, update the address and resend notice. See 804-1 for information on change of address. If contact with the member was unsuccessful, attempt to contact other contacts listed on the case. If unable to reach the member or contacts that were listed on the case, then continue to the next step.

Compare the address from the envelope with the address in the eligibility system. If the address in the system is more current than address on the returned mail, resend notice to new address. If the system address is not more current, or if the resent notice has now returned, continue to the next step.

If the returned mail contained an instate forwarding address, update the address and resend the notice. See 804-1 for information on change of address. If no forwarding address was provided, or the resent notice has now been returned, continue to the next step.

If the returned mail contained an out of state forwarding address, update the mailing address and resend the notice. See 804-1 for information on change of address. If no forwarding address was provided, or the resent notice has now been returned, continue to the next step.

Check electronic data sources for the updated address and update if steps 1-3 were unsuccessful . If search does not provide an updated address continue to number 6. If search returns an updated in state address update the address and resend notice to new address. See 804-1 for information on change of address.

If search returns an updated out of state address, update the address, resend notice to new address, then close with proper notice. See 804-1 for information on change of address.If other methods of contact are listed on the case (email or text) then attempt to contact the member by the listed method if possible.