709.03 When Benefits Are Not Received SR 94-04, 04/94 (FSM-A)

See SR 98-50 dated 8/98 for changes to this policy applicable only to Concord D.O. pilot implementation of New HEIGHTS.

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When an individual reports nonreceipt of benefits:

1.  Determine that the coupons were issued.

2.  Allow 4 mail-delivery days from the coupon postmark date for the individual to receive the coupons. The postmark date is printed on the coupon envelope at State Office on the day the coupons were issued. If no postmark date can be determined, assume a date of 2 mail-delivery days prior to the individual’s report of nonreceipt.

Exception:

If nondelivery can be verified earlier, such as a mail truck theft attested to by the post office, waive the 4 mail-delivery day waiting period.

3.  Determine that the coupons were not returned to BDM at State Office as undeliverable.

4.  In the case record, note the date the individual reports nonreceipt. If the individual reports nonreceipt by mail, date the report using the postmark on the envelope.

5.  Contact the individual for information that might determine the reason for non-receipt.

When the individual does not request replacement, send a memo or Form 422 to BDM. If sending a memo, the memo must include all the following:

• the individual’s name, address, and case number,

• the dollar amount that was not received,

• the issuance month, and

• the date the nonreceipt was reported to the District Office.