Many problems that look like a person's failure to respond are really design problems. A notice that is mailed once to an old address, written at a high reading level and giving ten days to respond will fail many people who are moving between places, especially people whose disabilities affect memory, reading or organization. Program and policy staff can reduce these failures through the way contact and notices are designed, within the rules that govern each program.
Start with contact. With the person's agreement, collect more than one way to reach them: a phone number, text permission, an email, a trusted person or agency such as a shelter, drop-in center or provider, and a mailing address that works, which for some people may be a relative, a program address or general delivery where the program allows it. Ask how they prefer to be reached and when. Record the date the information was confirmed so staff know how fresh it is.
Collecting this information is collecting government data. Under the Minnesota Government Data Practices Act, when you ask a person for private data about themselves, you generally need to tell them why you are asking, how it will be used, whether they must provide it and who else may see it. Follow your agency's notice practices and ask your data practices contact when unsure. Only collect what you need to reach the person.
Then look at the notices themselves. Plain language, a clear statement of what the person needs to do and by when, a phone number that a real person answers and accessible formats all help. Where the program's rules allow, pair important mailed notices with a reminder by phone or text, and give case managers visibility of upcoming renewal dates so they can help in advance. When mail comes back undeliverable, follow the program's returned mail rules and use the alternate contacts the person gave you before any adverse action that policy permits. The Equity Analysis Toolkit can help teams examine who a notice process leaves out before changing it.
