STANDARDIZED WORK - Receiving Mail Process

 

Date/Version: 7/14/2025 v.1

Process Owner: Customer Care Administration

Review Cadence: Annually

Purpose- Process of receiving incoming mail from the United States Postal Service (USPS), FedEx, United Parcel Service (UPS), and Interoffice Mail.

 

Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

USPS mail is delivered daily from Excela by 10:00 am
  1. Certified mail received by FedEx, Interoffice Mail, and UPS is to be signed for by a team member.
  2. InterOffice Mail content that was misdelivered to other areas is reviewed and processed according to the categories B-H listed below..
  3. InterOffice Mail that does not fall into the categories listed below is escalated to a supervisor.
  4. Mail bound by rubber bands is generally classified as State Disbursement Unit (SDU)/Financial Institution Data Match (FIDM) mail and referred to as Counter Mail. It is set on the counter before the mail is sorted.
  5. Mail is sorted by the following document type categories:
  6. Standard Mail
  7. Postals
  8. Income & Expense
  9. Returned Internal Revenue Service (IRS) Offset Notices
  10. Returned Member Mail
  11. Returned Quarterly Collection Notices
  12. Returned Arizona (AZ) Department Of Revenue (DOR) Offset Notices
  13. Returned Employer Correspondence
  14. Missorts
  15. Each category is sorted by size.
  16. Mail is run through a high-powered cutter, resetting the machine for each category.
  17. Mail bound by a rubber band is cut first and is added to the Standard Mail count on the mail count worksheet.
  18. Next cut Standard Mail. Add counts for both counter mail and record on the mail count worksheet.
  19. Next, cut the mail sorted into baskets. Record on the mail count worksheet in its respective categories.
  20. Counts are recorded on the Mail Tracker. If the mail count exceeds 1000 pieces, report to the supervisor and request assistance.
  21. Postals, Income & Expense, Returned IRS Offset Notices, Returned Quarterly Statement of Collections, Returned ERT, and returned member mail are placed back into respective baskets after opening.
  22. Returned Member Mail is sorted into the following two categories:
  23. With a return label, no additional information, and no stamp, sort into the Returned Member Mail basket.
  24. With no return label or with a return label and containing a stamp with additional information, sort into the Standard Mail for further processing.
  25. Returned Quarterly Statement of Collections and Returned DOR Pre-Offset Notices with forwarding addresses are placed in the Returned Member Mail basket.
  26. Returned Quarterly Statement of Collections and Returned DOR Pre-Offset Notices without forwarding addresses are placed in their respective baskets.
2.

Reviewed and batched Standard Mail
  1. Standard Mail is the Division of Child Support Services (DCSS) mail that is not a Postal, Income & Expense, or Returned Mail.
  2. Mail is individually reviewed and batched into the following two categories:
  3. Standard Mail - No Barcode Cover Required:
  4. Verify that correspondence is addressed to the DCSS.
  5. If mail is a missort and is opened, seal with tape, tag as missort, and bundle with a rubber band. Missorts are placed in the outbound mailbox after the mail process is complete.
  6. If the correspondence is addressed to the DCSS Hospital Paternity Program (HPP), date stamp and place in the HPP mailbox.
  7. If the correspondence is addressed to the DCSS “Electronic Payment Authorization Unit” and does not contain a live check, place it in the SDU mailbox. Ensure that the envelope is also attached and not discarded.
  8. If the correspondence is a check, place on counter for further processing.
  9. Check the whiteboard for the types of correspondence that the unit is currently routing to Settlements Claims Passports (SCP), FIDM, SDU, or other area counter. See the Mail Drop Boxes job instructions sheet.
  10. LabCorp:
  11. Remove the report from the envelope.
  12. Stack for scanning.
  13. Discard the envelope in the shred bin.
  14. Terminations:
  15. Employers return Income Withholding Order (IWO) packets with a termination page completed. Only keep the termination page. Discard additional pages along with the envelope into the shred bin.
  16. Employers may mail in termination information on external forms. Keep only the page with the case number and termination date. Discard additional pages along with the envelope into the shred bin.
  17. Terminations are batched together with no cover sheet.
  18. Employment Verifications and Employer Information Requests:
  19. Remove documents from the envelope and discard the envelope into the shred bin.
  20. Employers return Employment Verification packets and Employer Information Request forms.
  21. Each completed packet or form is batched together with a blank page separator.
  22. TANF Application:
  23. Remove documents from the envelope and discard the envelope into the shred bin.
  24. Remove staples
  25. Stack documents for further processing.
  26. Modification Application:
  27. Remove documents from the envelope and discard the envelope into the shred bin.
  28. Remove from staples.
  29. Stack documents for further processing.
  30. Non-Public Assistance (NPA) - New application for Title IV-D Child Support Services:
  31. Remove documents from the envelope and discard the envelope into the shred bin.
  32. Remove staples.
  33. Stack documents for further processing.
  34. Administrative Review Unit (ARU) - Request for an Administrative Review:
  35. Remove documents from the envelope and attach the envelope to the documents.
  36. Stack Documents for further processing.
  37. T1 Intergov Transmittal - Request to establish from outside jurisdiction:
  38. T1 with Section 1, options 3, 4, and 5 selected (Enforcement - Central Registry) received:
  39. Remove documents from the envelope and discard the envelope into the shred bin.
  40. Duplicates are to be discarded into the shred bin.
  41. Remove Staples and date stamp.
  42. Stack together for count and further processing.
  43. T1 with Section 1, options 1 & 2 selected (Establishment - P&E) received:
  44. Remove documents from the envelope.
  45. Duplicates are to be discarded into the shred bin.
  46. Remove staples and date stamp.
  47. Stack together for count and further processing.
  48. T3 Intergov Transmittal - Request for assistance/discover:
  49. Remove documents from the envelope and discard the envelope into the shred bin. Duplicates are to be discarded into the shred bin.
  50. Remove staples and date stamp.
  51. Stack together for count and further processing
  52. Checks:
  53. Do Not scan checks.
  54. Placed on counter for further processing. See the CMI Check Process Job Instruction.
  55. Standard Mail - Barcode Cover Required. For any documents listed below, take the following action:
  56. Remove the mail from the envelope and discard the envelope into the shred bin.
  57. Documents are batched.
  58. Barcoded Cover Pages are used to separate by case and/or document type category. All mail requiring a barcoded cover page is batched together and scanned in batches of no more than 40 separated documents.
  59. Affidavits:
  60. Any DCSS document with the title of Affidavit.
  61. Documents that are notarized by a notary public.
  62. All Referral Applications:
  63. Judicial Enforcement Review.
  64. Request to Close Case.
  65. Correspondence:
  66. This serves as the umbrella category for correspondence that does not fall under any specific document type.
  67. Employer response to a National Medical Support Notice (NMSN):
  68. All pages except the employer instruction pages are scanned.
  69. Insurance Cards:
  70. A copy is made for imaging.
  71. The original is mailed to the Support Recipient (SR).
  72. Correspondence from the SR and the Support Payor (SP) that does not fall under another document type category.
  73. Correspondence from organizations, not intergovernmental, requiring or providing information pertaining to the DCSS case.
  74. Multi-page correspondence from the Social Security Administration (SSA).
  75. Debt:
  76. Correspondence that is generally related to financial information and/or arrears.
  77. Interstate Docs:
  78. Intergovernmental Transmittals #2 (T2).
  79. All correspondence from any other jurisdictions (except for T1 & T3).
  80. Locate Asset:
  81. SP change of address.
  82. Official Docs:
  83. All official documents related to the identification of the SR, SP, and the dependents.
  84. Orders: Court documents related to the DCSS case.
  85. Consent to file the Satisfaction of Judgement (SOJ).
  86. Recorded documents, e.g. Release of Lien.
  87. Notice of SOJ.
  88. Release of Lien returned from the Recorder’s office.
  89. Release of Lien is mailed to SP after it is scanned and indexed.
3.

Prepping Postals, Income & Expense, and Returned mail for scanning.
  1. Prepare the following documents for scanning by taking the actions listed below:
  2. Postals:
  3. Remove from the envelope and keep the postal page response.
  4. For returned postals, remove the envelope and affix the yellow return sticker to the first page without blocking the High Level Client Index (HLCI) number.
  5. If a second page is included, discard it into the shred bin.
  6. All are batched together with no cover sheet.
  7. Income & Expense: SSA responses to an income withholding order.
  8. Currently, it is only used for case-related correspondence from the SSA.
  9. For a single-page response to the SSA IWO only.
  10. Remove from envelope.
  11. Batch together with no separator page.
  12. Returned Quarterly Collection Notices:
  13. Returned notices with forwarding address included are batched with Returned Member Mail. See below, Returned Member Mail step 3. (7).
  14. Returned notices with no forwarding address are removed from the envelope.
  15. Affix a yellow return sticker to the first page without blocking case information.
  16. The first page is batched with no cover sheet.
  17. Discard additional pages into the shred bin.
  18. Returned AZ DOR Offset Notices:
  19. Returned notices with forwarding address included are batched with Returned Member Mail. See Returned Member Mail step 3. (7).
  20. Returned notices with no forwarding address are removed from the envelope.
  21. Affix a yellow return sticker to the first page without blocking case information.
  22. The first page is batched with no cover sheet.
  23. Discard additional pages into the shred bin.
  24. Returned Employer Mail - Employer Relations Team (ERT):
  25. Remove from the envelope and affix a yellow sticker to the front page without blocking the case number.
  26. Batch with no cover sheet.
  27. Discard additional pages into the shred bin.
  28. Returned IRS Offset Notices:
  29. Large quantity of returns is received in November.
  30. Notices are removed from the envelope and batched together.
  31. Do Not attach the return sticker.
  32. The backlog must be stored in a locked cabinet.
  33. Returned Member Mail:
  34. This category includes all mail returned as undeliverable that was mailed out to the SRs and SPs, including Quarterly Collection Notices and AZ DOR Offset Notices with return address, and excluding IRS offset notices.
  35. Remove from the envelope and affix a yellow sticker to the front page without blocking the case number.
  36. Batch with no cover sheet.
  37. Discard additional pages into the shred bin.
4.

Processing Checks
  1. Checks are logged and distributed to the relevant units by taking the steps outlined below.
  2. Open Check Log Tracker:
  3. Enter the date.
  4. Enter the check number.
  5. Enter the appropriate unit.
  6. Enter if certified or undeliverable.
  7. Leave blank if neither.
5.

Scanning Mail Desk Aids
  1. Scan Mail:
  2. OnBase Disconnected Scanning is used to scan:
  3. Correspondence requiring barcoded cover sheets
  4. Income & Expense
  5. Undeliverable member mail
  6. Capture Perfect is used to scan:
  7. Postals
  8. Terminations (Terms)
  9. Quarterly Collection Notices Returned - No forwarding address
  10. DOR Pre-Offset Notices Returned - No forwarding address
  11. ERT Undeliverable
  12. Employer Verifications and Employer Information Rrequests separated by blank sheet
  13. T1 P&E
  14. Modification Application
  15. NPA
  16. ARU
  17. T1 Central Registry
  18. T3
  19. BSAT is used to scan Undeliverable IRS Offset Notices
  20. Ricoh printer and scanner are used to scan LabCorp reports to email saved as “LabCorp”
6.

Mail held
  1. Mail is to be retained for 5 business days after scanning. See the Document Retention Standard Work for further guidance.
  2. Mail Retained:
  3. Mail that is not retained according to the Document Retention standard work will be held for 5 business days and then discarded into the shredding bin.
  4. T1 (P&E): NPA, modification, raised/embossed seal, LabCorp is retained in the mail room repository.
  5. T1 (Central Registry): Retained in the work area repository.

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CHANGE LOG
Change Number Change Proposed Updated by?

Change Made?

Yes/No

 Reason Date Finalized
example Change font on all pages to pink Jane Doe No Pink not within approved standard font scheme 4/13/2018
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