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West Virginia Income Maintenance Manual Chapter 10

West Virginia Income Maintenance Manual Page 5 Chapter 10 The Case Maintenance Process

10.2.1.B.2 Closure Due to Loss of Contact Loss of contact occurs when the client moves and does not notify the DOHS. The Worker may become aware of this when a Medical ID card, or other correspondence is returned. The Federal Data Hub (FDH) may also indicate a client’s updated address. The Worker must first check the address in the eligibility system. If it is incorrect due to a data entry error, the Worker must correct it and release the benefit(s) to the correct address. For Supplemental Security Income (SSI) Medicaid recipients, the Worker must check State On-Line Query (SOLQ). If the address is correct and/or the United States Postal Service (USPS) indicated a new address on the returned correspondence, the Worker sends a DFA-6 to the client’s new address. If the DFA-6 is returned as undeliverable, or if the client does not report his new address by the date indicated on the form, the AG is closed, after advance notice. If the USPS indicates no new address on the returned correspondence, the AG is closed, after advance notice. For SNAP AGs, see the specific reporting requirements in Section 10.4.2. SNAP AGs are not required to report a change of address, and information from the USPS is not considered verified upon receipt. The Worker must only act on this information if it closes all other programs. Medicaid Only: Mail returned with an in-state forwarding address is not an indication of a change affecting eligibility. The USPS in-state forwarding address is acceptable to update the client’s record while sending a DFA-6 to the current address. The client’s coverage is not terminated if the DFA-6 is not returned.

Mail returned with an out-of-state address must be confirmed by sending a DFA-6 to the client’s current address to verify state residency. If the client fails to respond, or the information provided does not establish the client’s state residency status, the worker must terminate coverage with advance notice and fair hearing rights.

Mail returned with no forwarding address must be confirmed by sending a DFA-6 to the client’s current address in the eligibility system. If the client fails to respond, the worker must terminate coverage with advance notice and fair hearing rights. If the client later provides or notifies the worker of the updated address, the coverage must be reinstated with the originally scheduled renewal dates.