J Loss of Contact Processes

Program	Manual Section
All Programs	MA1502Q

Procedures

There are two ways that you may be notified of loss of contact with the customer:

AHCCCS or DES may receive returned mail from the post office; or
A source like a health plan may report loss of contact with the customer.

1) Loss of Contact – Returned Mail

Follow the steps below to process returned mail from the post office.

Step	Action
1	Is there a forwarding address on the returned mail? If YES, STOP. Make sure the address is updated and re-send the mail to the address on file, and to the new address requesting the customer to confirm the new address provided by USPS. If NO, continue to Step 2.
2	Check eligibility system and case file. Was the address keyed correctly? If NO, STOP. Correct the address and re-send the mail to the corrected address. If YES, continue to Step 3.
3	Check all available systems like AZTECS, SOLQi, WTPY, HEAplus, OnBase and EDMS. Was a change of address reported or updated after the date the mail was sent? If YES, STOP. Make sure the address is updated correctly and re-send the mail to the new address. If NO, continue to Step 4.
4	Try to contact the customer or representative by the elected format, either electronically, phone, or mail to confirm the customer’s current address and residency. If able to contact the customer or representative and confirm the address STOP. Make any changes needed and re-send the mail. If not able to contact anyone to confirm the address, continue to Step 5.
5	Was the mail sent to USPS General Delivery and returned by the post office less than 35 days after the mail date? If YES, STOP. Do not take further action. If NO, continue to Step 6.
6	Deny or stop eligibility for returned mail. NOTE Steps must be taken to locate the customer who may have moved prior to taking any adverse action. If the customer does not respond, or the information provided does not establish the customer’s continued state residency, advanced notice is required to stop eligibility. Stop eligibility for the first of the next calendar month. If the customer’s whereabouts become known prior to the customer’s originally scheduled renewal date, eligibility must be reinstated.

2) Loss of Contact – Reported by another source

Follow the instructions below if information is received from a source like the ALTCS health plan that they have lost contact with the customer.

Step	Action
1	Check all available systems like AZTECS, SOLQi, WTPY, HEAplus, OnBase and EDMS. Was a change of address reported or updated after the source reported a loss of contact? If YES, STOP. Make sure the address is updated correctly. If NO, continue to Step 2.
2	Try to contact the customer or representative by phone, electronically, or by mail to confirm the customer’s current address. If able to contact the customer or representative and confirm the address STOP. Make any changes needed. If not able to contact anyone to confirm the address, continue to Step 3.
3	Send an RFI to the customer asking for proof of residential and/or mailing address. If proof is provided by the due date, STOP. Make any changes needed to the residential or mailing address. If proof is not provided or the RFI is returned by the post office, deny or stop eligibility for returned mail. NOTE When stopping eligibility, 10-day advance notice is not required. Stop eligibility for the first of the next calendar month.