Mail

Policy

Correspondence is defined as all mail processed in the Agency. Incoming correspondence received by the Agency must be processed within one business day. 

Correspondence that workers send should always have identifying information, such as unit number, worker number, and/or case number. Outgoing and return envelopes must have the worker's number written on them. Outgoing mail should be bundled with the flaps of the envelopes pointing down, unsealed, and untaped.

Incoming Mail

Mail is routed to the worker assigned. If mail is addressed to a worker no longer assigned to the case, the new worker is identified via CalSAWS and forwarded to the new worker assigned to the case.

Returned Mail

Returned mail received by the County, which was sent by the County directly (e.g., sent by the worker or clerical staff), is processed by Clerical. Clerical will:

  • Date stamp the envelope,
  • Date stamp contents, and
  • Image the envelope and contents, which creates a task for the worker to process. 

 

Returned mail received by the County, which was sent via CalSAWS Central Print directly (e.g., sent by CalSAWS), is processed by Central Print. Central Print will:

  • Date stamp the envelope,
  • Date stamp contents, and
  • Image the envelope and contents, which creates a task for the worker to process.

  • Note: There will be no image of the returned mail received. All necessary information will be included in the Task.  

Status Report Procedures

Policy

Any status report received in the DEBS offices must be entered in CalSAWS. Status reports belonging to another office must be marked as received in CalSAWS, imaged, and then forwarded IMMEDIATELY to the appropriate office.

Priority

Status report processing is a top priority of the Department of Employment and Benefit Services.

PONY Mail

PONY mail is an express delivery system used within the County departments and is picked up and delivered by messengers. It is picked up, sorted, and distributed by the designated clerical staff.

  • Always keep PONY mail separate from U.S. mail.
  • PONY mail must always have correct and complete routing information.
  • For confidential purpose, all outgoing pony mail must be in a manila envelope. 
  • PONY Run hours are designated by the Central Support Services. 

Procedure for Inter-Office Routing Mail

  • All mail being forwarded through the PONY must have a “Routing Slip” (SCD 139) attached. 
  • The "Routing Slip" (SCD 139) must be completed legibly, using print, handwriting, or typing. It should include the date, worker number, and/or the sender's and recipient's location. 
  • Due to the critical time factors involved, all documents must be routed immediately.

U.S. Mail

  • All U.S. mail must be in the mail processing area by the designated time, as per office procedures. No exceptions. 
  • Overstuffed envelopes must be hand-sealed to prevent jamming the postage meter. 
  • All mail must have a return address and worker number on the envelope so undeliverable mail can be returned to the sender.
  • Certified and Registered letters received by the offices may be signed by any staff member in the office. 

Mailing of Parcels for Department Business Via FedEx 

  • Overnight and ground delivery of letters and packages are sent via FedEx. All items for shipment must have a “Shipment Request Form,” which can be found on the SSA Intranet. 
  • All parcels are to have the return address for the SSA Julian Office Mailroom:
    • Social Services Agency
    • 333 W. Julian Street, San Jose, CA 95110

    • Note: No other return address will be accepted.

  • FedEx packages are picked up at 2 p.m. daily.

For more information, refer to the Shipping Policies and Procedures posted on the SSA intranet. 

Certified/Registered Mail Procedures

  • The individual initiating the certified letter:
    • Requests the letter to be sent by certified mail by entering in red ink on the envelope, Certified/Registered Mail. If a return receipt is required, Return Receipt Requested is also entered on the envelope.
    • Writes the district office number (e.g., A6, DL, etc.) on the envelope below the return address.
    • Places the date stamp on the right-hand side under the district office number.
    • Hand-carries the letter to the mail room.
  • Mail Processing Area:
    • Checks for accuracy.
    • Logs in the number that is printed on the Certified Mail receipt slip in the binder and places the mail in the designated area in the mail room for pick up. 
  • When Green Receipt Cards are returned, clerical:
    • Places them in numerical order.
    • Stamps the current date on the return address side of the card.
    • Matches the number on the certified mail receipt slip with the corresponding number that was logged in the designated binder.
    • Forwards the card to the district office.
  • When Certified Letters are returned:
    • Do NOT OPEN returned certified letters.
    • Date stamps the front of the envelope.
    • Forwards to the worker.
  • When Certified Letters are sent to Social Services:
    • SSA Central Office Mail Room/DEBS Offices are responsible for directing certified mail to the correct location. The person available to sign for the mail must only ensure that the certified letter is at the correct location and sign it.
    • Forward the Certified Letter to the appropriate district office.

Direct Mail

  • All incoming U.S. mail is opened and date-stamped. When date stamping documents, it is imperative that information is not covered by the stamp, if possible. 
  • Do not stamp the client’s original documents, such as birth certificates, rental agreements, Social Security cards, etc.
  • Materials such as receipts, payroll stubs, etc., are placed back into the original envelope, which is closed and stapled. 
  • Misdirected mail must be redirected appropriately. If it has been opened, the envelope should be marked "opened in error.
  • All mail must be identified as per district office procedure. After identification, the mail is forwarded to the appropriate person. 
  • Cash, personal checks, and money orders received via mail are logged on the “Incoming Mail Check Register” (SCD 140). After being logged in, the item is to be immediately given to the designated staff. The log is retained by the mail clerk for records. If you have any questions, refer to your Lead/Supervisor.
  • Returned EBT Cards are to be marked “Void” and given to the Fiscal Clerk.
  • Returned warrants are to be immediately stamped “Void” on the front of the warrant. The back of the warrant must be date-stamped and logged on the SCD 140. The “Voided” warrant and the return envelope are submitted to the designated staff person, as per district office procedure.
  • All mail received in DEBS offices is handled in the same manner as U.S. Mail. This mail is picked up at least twice a day from the designated area.

Postage Meter Machines

The cut-off time for all outgoing mail to be metered is designated in each district office to allow sufficient time for completion. It is vital that the descending amount of the postage meter is monitored so the appropriate person can replenish the postage account.

Procedures and responsibilities are:

  • The general upkeep of the postage meter, including changing the date and maintaining the meter log daily.
  • Keeping the water level in the postage meter sufficient to seal the envelopes properly.
  • Adding ink, as required.
  • Changing the roll tape.
  • Metering all outgoing mail.
  • Weighing all large pieces of mail.
  • Running a tape for the correct amount of postage for those that do not fit the meter.

While not all offices have postage meter machines, those with meters must adhere to the policy and procedures posted on the Postage Meter Policy & Procedures, which can be found in the Logistics category of the SSA Policies & Procedures.

Personal Mail Policy

No incoming or outgoing personal mail or parcels of any kind will be processed through any Department mail room.