SSA - POMS: GN 02605.060 - Title XVI Undeliverable Notices

A. Background

SSA now prints the servicing field office (FO) address as the return address for all SSI Notices, instead of printing central office's address. In the past, any undeliverable notices were returned to central office and then sent to the servicing FO for development and re-mailing whenever possible. The change was made in order to speed up the processing time for address corrections and notice delivery.

B. Policy

FOs are responsible for locating individuals and correcting addresses when they receive undeliverable initial claim (IC) and posteligibility (PE) notices, including come-in/call-in letters.

C. Procedures

1. Attempt to find correct address or locate claimant or recipient

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If returned mail is addressed to a claimant or recipient, attempt to locate the individual by following the instructions in SI 02301.240D.
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If the envelope is marked "Deceased," follow the procedures in GN 02602.050B.

2. Attempt to find correct address or locate representative payee (payee)

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If the returned mail is a request for information material to develop or redevelop eligibility (such as the SSA-L8009-U3, SSA-L8003-U2, SSA-L8004-U2, SSA-L3074-U2, SSA-L3075-U2, etc.), do not immediately deny or suspend benefits (N18 or N20).
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Take reasonable steps to locate the payee per SI 02301.240D. If you are unable to locate the payee, follow instructions in GN 00504.100.
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Exception: In IC situations a field visit to the claimant's last known address is not required.

3. Efforts to locate individual is successful

a. Notice contains appeal rights

Notices with appeal rights provides 10 or 30 days for a response

Notices with appeal rights are Notices of Planned Action (SSA-L8155) and overpayment notices (SSA- L8170 and SSA-L8173).) Since advance notices require us to reduce, suspend, or terminate payment, resume payment if the 10 or 30 day response period has expired and re-mail the notice as is. Attach the notice to the Undeliverable Cover Letter (UCL). (Refer to GN 02605.060E., EXHIBIT)

All other notices with appeal rights

Re-mail the notice, as is, under the UCL. (Refer to GN 02605.060E., EXHIBIT)

b. Notice does not contain appeal rights

If the notice does not contain appeal rights and does not require a response, re-mail the notice as is. Do not use the UCL.

c. Written request for information,appointment, or protective filing closeout letter

If the letter is a written request for information, appointment, or a protective filing closeout letter, retype and re-mail the notice with the current date and update the contents as necessary. Do not use the UCL. Apply this rule to the SSA-L305-U3, SSA-L991-U3, SSA-L8003-U2, SSA-L8004-U2, SSA-L8009-U3, SSA- L8024-U3, SSA-L3074-U2, SSA-L3075-U2, and any other similar requests that require a response.

d. Change of address (COA)

If the address has changed, input the COA into the system and develop for living arrangement changes, if appropriate. For living arrangement development, refer to SI 00835.001. For IC systems input instruction, refer to SM 01005.400 through SM 01005.430. Determine if any other events occurred that may require an unscheduled redetermination, per SI 02305.022.

4. Efforts to locate individual fail

To deny benefits based on whereabouts unknown in IC situations, refer to SI 02301.240.

For PE situations, follow instructions in SI 02301.240E. Check for suspending payments for whereabouts unknown (S06). The system will generate a Notice of Planned Action that explains that we will not send any more payments until the recipient or payee contacts a Social Security office.

5. Fee for returned mail

If a FO receives any documents from the USPS regarding charging a fee for returned mail follow these steps:

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The FO should send the letter in Exhibit F to the Post Office, and
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USPS will charge the fee for returned mail to Central Office (G11 Permit), and not to the FO.

D. References

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Whereabouts Unknown, SI 02301.240
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How to Close a Protective Filing, GN 00204.012
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Failure to Provide Information (N20), SI 02301.235
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SSA-L8003-U2 and SSA-L8004-U2, SI 02306.020
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SSA-L8009-U3, SI 00601.120
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Requesting Information/Evidence, SI 00601.100
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SSA-L3074-U2 and SSA-L3075-U2, SI 02305.019 and SI 02305.021
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Change of Address, SI 02306.010
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Unscheduled Redeterminations, SI 02305.022
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Representative Payee, GN 00504.100
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Returned Checks, SM 01315.010
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Reports of Death, GN 02602.050
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S06 Processing, SM 01305.001P., Item 23.

E. EXHIBIT UNDELIVERABLE COVER LETTER

Social Security Administration

Retirement, Survivors and Disability Insurance

Important Information

SSA

FO Address

Claim Number

Date

Name

Address

The United States Postal Service returned the enclosed letter to us. Our records show that you have a different mailing address than the one shown on the letter, so we are forwarding it to you at your new address.

Some information in the enclosed letter may be old and you may have received a more recent letter on the same subject that was delivered to you. You do not have to contact us about the old letter unless:

You have a question;

OR

You disagree with any of the facts or the decision, and you wish to appeal.

If You Disagree With The Decision

If you disagree with any of the facts or the decision in the enclosed letter, you have the right to appeal. Your appeal period begins the day you receive this letter. Please see the enclosed letter for a complete explanation of your appeal rights. If you do want to appeal, please refer to this letter and the enclosed letter when you contact us.

Field Office Manager

F. EXHIBIT

NATIONAL ACCOUNT MANAGER

CAPITAL METRO AREA

POSTAL SERVICE

October 29, 2002

Postmaster/Manager:

Social Security Administration is authorized to receive postage due items under OMAS (Official Mail Accounting System).

The following excerpt is from the Official Mail Handbook DM-103, Part 29:

"Agencies that are authorized to use penalty mail are billed for all postage due mail through OMAS."

The Handbook also stipulates that post offices are not to accept payment (cash, penalty stamps, or metered postage) from agencies for penalty postage due mail.

Any questions regarding the above, please call me at (410) 347-4464.

Thank you.

Frank Hentschel

U.S.P.S. National Account Manager

4990 MERCANTILE RD.

BALTIMORE MD 21236-9998

410-347-4464

FAX: 410-234-8650

Social Security

Program Operations Manual System (POMS)

GN 02605.060 Title XVI Undeliverable Notices