Agency caused QC errors, “invalid negative action,” are due to the notice of adverse action being sent to an incorrect address. This causes clients to not be properly notified about case closures and denials. Often clients are reporting new addresses either on an FSP-38, Certification Renewal, initial application, or Mid-Certification Renewal, but this change of address does not get updated correctly.

The AFS SNAP Section offers the information in this QC Alert as a “Best Practice” when handling case changes, Mid-Certification Renewals, Certification Renewals, and initial certifications.

• Please be sure when updating or entering a client’s address to double check the address, and ask if the client lives in an apartment, house, or has a lot number. Often, returned mail is due to not having the appropriate apartment or lot number of the address coded.
• When conducting a SNAP interview, strongly encourage the client to report when they have a change in address, as well as any shelter or utility changes. This will ensure clients will continue to receive notices from the Agency, as well as continuation of benefits without a break in service. The FSP-38 (08FB038E) notice, Change in Household Circumstances, is available as a handout to give households during the interview. This form can be found on the InfoNet under Policy>Forms & Memos>and within the Multiple Programs Forms category.

A change of Address message means that someone with the same name as a person on our case, and at the same address as the finding address (or mailing address if there is no finding address), sent a change of address card to the USPS. A “Change of Address” message will display on the G3. More detailed address information may be viewed on the G3COA screen, which displays the new change of address being reported and the current address of record on the case.

When the “Change of Address” message is received, the worker should:

• First try contacting the client by phone to verify the new address along with the new shelter/utility deductions.
• If worker is unable to reach client via phone, an ADM-92 should be mailed to both the client’s old address on record and the new address being reported. The ADM-92 should request the client confirm their current address with their DHS worker, as well as any shelter or utility changes.
• If the client responds to the ADM-92, the address should be correctly updated, along with new shelter/utility deductions.
• If the client does not respond to the ADM-92, the new address being reported through G1DX discrepancy should be updated on the case as best available information.
• If the USPS discrepancy displays an out-of-state address, you need to first verify with the client that they have indeed moved out-of-state before closing the case.
• Make sure to thoroughly document in FACS case notes the attempts to verify, and the changes made on the case.