Client Correspondence and Homeless Mail Processing

Client Correspondence Processing

Correspondence for a homeless client using a DEBS DO as their mailing address will be printed by the EW and given to the designated clerical staff in their office. The designated clerical staff will file the correspondence according to their office procedures for homeless mail.

Timely 10 Day Notice Of Action (NOA)

A timely 10-day NOA is defined as a written notice that is mailed to the person affected at least 10 days before the effective date of the action.Timely 10-day NOAs are required by law when the benefits of a client are either being decreased or discontinued. Timely 10-day NOAs shall not be printed and hand delivered to clerical staff for the homeless mail file. These NOAs must be mailed via the USPS. Sending the NOA via the USPS will provide proof that the 10-day timely NOA requirement was met. When the mail is received by the office it should be filed with the homeless mail awaiting client pick-up.

ExampleExample

A client failed to provide a required document by the due date which happens to be NOA Cut-Off. The client is homeless and using a DEBS district office for their mailing address. The NOA must be sent via the USPS. When the letter is received by the district office, it shall be filed along with the envelope it was received in, with the other homeless mail in the office.

Homeless Mail Processing

Homeless mail is sorted into 3 categories;

Acceptable mail to be held for client,
Return to sender mail, and
Burn box mail.

Acceptable Mail

Mail received from other agency departments and other government agencies (i.e., the Social Security Administration) will be held for homeless clients. Acceptable mail includes, but is not limited to, mail from the following:

Any SSA office (i.e., 333 Julian, 1870 Senter etc.)
DHCS
DMV
Covered California
Santa Clara Family Health Plan/Valley Health Plan
Blue Cross
4Cs
Choices for Children
Housing Authority
DCSS
Any Social Services Program or address:
- AAP
- CalWORKs
- CAPI
- CalFresh
- FC
- GA
- Kin-Gap
- Medi-Cal
- RCA

Return to Sender Mail

First-Class Postage-Paid (bills, personal letters, bank statements, credit card statements, police warrants, etc.)

Stamp “Return to Sender.”
Black-out the bar code at the bottom of the envelope.
Place in the outgoing U.S. Mail basket.

Burn Box Mail

Third-Class mailThird-Class mail (such as advertisements, magazines, coupons, etc.) should be placed in the designated burn box for mail.

Filing Acceptable Mail

Items listed under the “Acceptable Mail” heading above will be:

Date stamped,
Alphabetized by last name, and
Placed in the designated holding area for client mail.

Mail is held for 30 calendar days. After 30 days, the procedures for “Unclaimed Mail” will be followed. See Unclaimed Mail Procedures.

Homeless Mail Distribution

The Client requests their mail.
The CST/OSIII identifies clients appropriately, prior to distributing mail.

If...	Then...
A client comes for mail and does not have the appropriate ID,	Look in Imaging for identification.
There is no ID on file,	Ask the client three (3) identifying questions.
There are any concerns,	Contact an EW to ID the client.
A client fails to pick up their mail after 30 calendar days,	Purge the mail and deliver to the OSII to follow the procedure for “Homeless Mail Purge” below.

Homeless Mail Purge

The CST/OSII identifies client correspondence.

If the case is...	Then...
Open,	Scan client correspondence into Imaging (under Fastener 6). Create a Task, noting returned correspondence is located under Fastener 6.
Closed,	Scan client correspondence into Imaging (under Fastener 6).

The EW:
1. Receives Task.
2. Reviews CalSAWS data, Imaging, and other information for possible change of address or other contact information.

If...	Then...
A new address is recorded in CalSAWS,	Re-mails the client correspondence to the new address. Documents in Journal Entry.
No new address, but a phone number is recorded,	Contacts the client to verify their address or homelessness. Corrects address in CalSAWS, if necessary. Re-mails client correspondence to new address if client is contacted. Documents in Journal Entry.
Unable to contact the client,	Terminates the program(s) for whereabouts unknown. Exception: Do NOT terminate CF or GA programs. Set a case alert for the next SAR 7 or RC/RV to confirm contact information. Documents in Journal Entry.