The CAO will not mail or distribute information such as pamphlets, stuffers or notices to individuals or providers unless the materials are directly related to:
The health and welfare of the individual, or
The administration of assistance programs.
Examples of items that the CAO will not mail or distribute to individuals or providers:
Material with political implications.
Holiday greetings.
General public announcements.
Non-citizen registration notices.
Public meeting notices.
Examples of material that the CAO may send or distribute to individuals or providers:
Announcements of free medical examinations.
Availability of surplus food.
Consumer protection information.
When the CAO distributes materials to individuals 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 individual or their attorney.
Mailing materials to an individual 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.
Individuals may request and receive PHI about themselves by alternate means of communication. For example, the individual 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 individual 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 individual to try to reach an agreement. If the disclosure could endanger the individual, 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 individual of the decision verbally or in writing. The individual may file a complaint to challenge the decision using procedures in Supplemental Handbook Section 930.7.
Revised October 24, 2023, replacing September 27, 2012