Last updated April 2, 2024

 When to use: 

If mail sent to a client was returned. 

 Review the record: 

Open the client’s record and review to determine if an address misprint was made on the mailing. If the address can be corrected based on a review of the record or the forwarding address was provided on the returned mail by USPS:

• Correct the address in client’s record
• Reactivate the Case the original mailing was documented
• Generate a new letter
• Make a Case Note
• Resend the mailing
• Resolve the Case 

 Contact the person: 

If the address cannot be corrected through a record review, call the person and obtain their correct address.

• Exception: Do not call the person to resend unable to reach letters or PAS client letters as the person is likely not expecting the mail and the rate of return for these letters is too high for this follow-up.

 Check for active tasks: 

If the address cannot be corrected through a record review or call to the person:

• Check for any Active Tasks
• If an Active Task exists, add a note to the description asking the staff to verify the address during the next contact.

 Unable to correct address: 

If unable to correct the address, complete a note documenting attempts you made to correct.

 Tips to reduce returned mail: 

• Confirm the address with every contact
• Add apartment numbers to line two
• If the person has a different mailing address than physical address, add the mailing address to the address tab of the CTS to populate on templates, and add the physical address as a note in the Case
• If you notice frequent returned mail from certain addresses, it could be a facility that requires apartment numbers
• Only use forwarding addresses provided by USPS, handwritten forwarding addresses are not reliable enough for the sensitive materials we send

See common return reasons listed on the return label: USPS.