The CAO will not mail or distribute information such as pamphlets, stuffers or notices to clients or providers unless the materials are directly related to:
The health and welfare of clients, or
The administration of assistance programs.
Examples of items that the CAO will not mail or distribute to clients or providers:
Material with political implications.
Holiday greetings.
General public announcements.
Alien registration notices.
Public meeting notices.
Examples of material that the CAO may send or distribute to clients or providers:
Announcements of free medical examinations.
Availability of surplus food.
Consumer protection information.
When the CAO distributes materials to clients or providers, it may include only the names of persons directly connected with the administration of assistance programs. The CAO will identify these persons only in their official capacity.
The CAO is permitted to mail materials from case files, but must use caution and discretion. Use these guidelines for addressing a request for case record information:
The Executive Director or designee must review and approve materials to be mailed to the client or his/her attorney.
Mailing materials to a client does not replace a pre-hearing conference.
Highly sensitive information must be kept strictly private if any materials indicate, for example:
History of drug and alcohol dependency.
Criminal history.
Clients may request and receive PHI about themselves by alternate means of communication. For example, the client may ask to have notices and other correspondence mailed to an alternate address to avoid having the information taken by someone at the home address.
The client must make this request in writing, but is not required to explain. See Appendix A for PA 1803 Form, Request for Alternative Means or Location of Communication.
The CAO will discuss the request with the client to try to reach an agreement. If the disclosure could endanger the client, the CAO must accommodate reasonable requests to receive communications by alternative means or locations.
When the CAO receives a written request for alternate means of communication, the CAO will:
Date stamp the request.
Document the decision to accept or deny the request in the case record, and
Keep the documentation for six years.
The CAO will inform the client of the decision verbally or in writing. The client may file a complaint to challenge the decision using procedures in Supplemental Handbook Section 930.7.
Reissued September 27, 2012, replacing March 16, 2012