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Manual Title Chapter Page Revision Date Virginia Medical Assistance Eligibility M01 October 2025 Subchapter Subject Page ending with Page M0130 APPLICATION PROCESSING M0130.500 15

M0130.500 Returned Mail

A. General Principle This policy pertains to all information mailed to the applicant at intake, changes or renewals. Generally, there are three types of recipient mail that could be returned to the Medicaid agency: (1) mail with an in-state forwarding address; (2) mail with an out-of-state forwarding address; and (3) mail that does not include a forwarding address.

Workers must confirm whether the address information on the piece of returned mail is complete and consistent with the address information the agency has on file. The front of the returned mail should be scanned into the case record and all actions to contact the client must be documented. B. Returned Mail With Complete Information Compare the address provided to existing records. If an error is discovered (i.e., missing or incorrect apartment number, etc.), make any necessary corrections and resend the information. If the subsequent mailing to the correct address is not returned, no additional contact is required. The address should be updated in VaCMS and no other action is required. If the subsequent mailing is returned, proceed as indicated below based on whether the returned mail has a forwarding address. C. Returned Mail with no Forwarding Addres The worker must attempt to contact the recipient through two other methods, including phone, text, email, or alternate addresses [including attempting to contact the Authorized representative (AR)]. If only one other method is available, a contact attempt must be made. If no other methods are available, the condition will be met if it has satisfied the up-to-date contact information. D. Returned Mail with Forwarding Address E. Mail Returned from Authorized Representative F. Lack of Alternative Contact Information Sending the VCL or other mail to the new address will represent one contact method. One other method of contact, if available, is required to satisfy the returned mail condition. If mail is not returned from the forwarding address, the returned mail condition no longer applies because the original mailing has been completed and is no longer considered to be returned. The address should be updated in VaCMS and no other action is required. Returned mail from the AR should be investigated. If the address appears correct and no other methods (phone, text, email or alternate addresses) are available, the client should be informed. If after complying with the conditions described above, the only contact information available is the address in the individual’s case record, and the LDSS does not have or cannot find a phone number, email address or other means to contact the individual, no further efforts to contact the individual are necessary. If the applicant does not respond or contact the agency within 45 days of the date of application (30 days for a change) to update their information, deny the application or close the case. See M0130.400 and M1520.200. G. Documentation The case narrative must contain documentation of all methods used for contact attempts. To ensure applicants are able to complete the application process, the worker should ensure that if they successfully contact an individual after receiving returned mail, the recipient receives any necessary verification requests at their correct address and has sufficient time to return the information and complete the application process.