323.7 Individual Whose Location Is Unknown

When the CAO receives returned mail, the CAO must:

 

    1. Check the case file, including Case Comments and Imaging for a new or a corrected address.
      • If the CAO can verify that the individual has reported a new address or identifies a correction to the existing address (such as a missing apartment number), the CAO will update the address and resend the mail to the new or corrected address.

 

    1. If there is nothing in the case file to indicate a change in address, or if the mail comes back as returned after the CAO sent it to the new address:
      • The CAO will attempt to contact the household by phone to confirm the address.
      • If the CAO confirms that the current address is correct and it has not changed, the CAO will enter a narrative in Case Comments and resend the mail that was returned.

 

    1. If the CAO is unable to reach the individual by phone, the CAO will send a PA 253 pending verification letter to the address on file requesting confirmation of the new address.  The CAO will also send a CACLET letter through the Correspondence Notice/Letter Generation module to the forwarding address if available on the returned mail with the request to confirm the address.

 

 

If the CAO closes the case but the individual confirms the address within the reconsideration period, the CAO will reinstate benefits with no gap in coverage and will complete an Inter-County Transfer if an address is in another county.

For cases that closed due to returned mail without a forwarding address, the CAO will reinstate MA with no gap in coverage if an address is confirmed prior to the individual’s originally scheduled renewal date. If the confirmed address is in another county, the CAO should complete an intercounty transfer.

323.71 Returned Mail at Renewal

If a renewal packet is returned through the mail for a case for which the CAO completed an ex parte review and MA was renewed, the CAO will take the same steps outlined in Chapter 323.7 in steps 1 through 3.

If a renewal packet is returned through the mail before the CAO completes an ex parte review, the CAO will take the following actions:

 

 

 

Updated March 3, 2025, Replacing May 3, 2024