14 FAH-4 H-250
INCOMING POUCHES
(CT:DPM-42; 10-07-2024)
(Office of Origin: A/LM)
14 FAH-4 H-251 picking up iNCOMING POUCHES
(CT:DPM-41; 08-12-2024)
a. Post must designate a Top Secret (TS)-cleared U.S. citizen to receive classified pouches from the diplomatic courier. After receiving classified pouches from the courier, post’s escort (Top Secret cleared U.S. citizen) may not stop or leave the pouches unattended until the pouches arrive at post’s classified controlled access area (CAA). All agencies at post that use the classified pouch share responsibility for providing courier escort (see 12 FAM 151.1, paragraph a).
b. Unclassified pouches must be retrieved from the airport as soon as possible after arrival. The mailroom personnel, contractor, or commercial freight forwarder receiving the pouches from the carrier must compare the number of pouches with the air waybill before leaving the airport facility. The mailroom personnel will promptly report all pouch discrepancies to the Pouch Control Officer (PCO) and submit a support ticket via the ILMS Self-Service Portal. Please note that first-time users of the portal must create a ServiceNow account. To do so, navigate to the Self-Service Portal through ILMS. Once there, select the "DPM/DPO/MMS" AnswerPerson Policy Request option located in the bottom-right corner.
14 FAH-4 H-252 receiving INCOMING POUCHES
14 FAH-4 H-252.1 Opening Pouches
(CT:DPM-42; 10-07-2024)
Mailroom personnel must use the Integrated Logistics Management System (ILMS-DPM) to process all diplomatic pouches. Mailroom personnel must:
(1) Check for a tag and for seal integrity. If the seal is missing or broken on unclassified pouches, report the situation to the PCO, contact the originator by email, submit a ticket in the ILMS Self-Service Portal, and process pouches through post's mail screening facility as the safety of the pouch contents cannot be assured. If the seal is missing or broken on classified pouches, follow the procedures in 14 FAH-4 H-212.2-5 to report a suspected compromise of pouch contents;
(2) Only Top Secret-cleared U.S. citizen employees may open, close, or inspect classified pouches. The PCO may designate locally employed (LE) staff or other employees to open unclassified pouches;
(3) Unclassified Controlled Air Pouches (UCAP) must be opened by a Top Secret-cleared U.S. citizen employee in the classified mailroom;
(4) Use Form DS-3082, Pouch Invoice Form (see 14 FAH-4 H-232.1 and 14 FAH-4 H-242). The form should be placed on the top of the items in the pouch or placed in the invoice pocket inside the pouch bag. Pouch bags must not be stored or reused until the invoice is located. If no invoice is found, contact the originator via e-mail and submit a support ticket through the ILMS Self-Service Portal;
(5) The mailroom personnel opening the pouch must verify that the pouch contents match the Pouch Invoice; and
(6) When post receives improperly prepared pouch containers (items not listed on the invoice or the pouch seal does not match the seal number or the invoice), mailroom personnel must notify the originator by email and submit a support ticket through the ILMS Self-Service Portal.
14 FAH-4 H-252.2 Reporting Delayed or Missing Pouches
(CT:DPM-42; 10-07-2024)
a. Any break in the sequence of pouch invoice numbers identified by the receiving post indicates that the pouch has been misrouted or lost, or that the invoice number is invalid. In the Integrated Logistical Management System Diplomatic Pouch and Mail tracking system (ILMS DPM), breaks in sequence occur when an invoice is generated but not used; ILMS helps to identify breaks in sequence and why they occur.
b. DPM mailroom personnel/clerk must report any break in invoice numbers by submitting a ticket in the ILMS Self-Service Portal.
c. The following information must be included when reporting breaks in pouch invoice series:
(1) Sending/receiving post;
(2) Missing series numbers (i.e., A-36 through A-40);
(3) The air waybill number (if known); and
(4) Any additional information that might aid in pouch tracing.
14 FAH-4 H-253 CHECKING Accountable ITEMS
(CT:DPM-42; 10-07-2024)
a. The integrity of the diplomatic pouch system depends on the accurate handling of all accountable items.
b. For each accountable item listed on the invoice, there must be a corresponding item in the pouch. If the invoice lists an accountable item that is not in the pouch, or if accountable tracking numbers do not match the invoice, mailroom personnel must notify the originating post via e-mail within 24 hours.
14 FAH-4 H-254 processing INVOICES
(CT:DPM-42; 10-07-2024)
a. Incoming pouches must contain a copy of the Pouch Invoice (Form DS-3082). Receipt of registered items must be verified and entered as “received” in ILMS. When processing invoices, mailroom personnel must:
(1) Verify registered item numbers listed on the invoice against the items in the pouch (do not take for granted the invoice/contents match);
(2) Once the items have been verified, enter the item information in ILMS-DPM; and
(3) Non-ILMS posts should file the invoice and retain for three years; ILMS post should destroy by shredding.
b. If any discrepancies are identified, submit a ticket via the ILMS Self-Service Portal for assistance.
14 FAH-4 H-255 distributing items
14 FAH-4 H-255.1 Safeguarding Items
(CT:DPM-42; 10-07-2024)
a. Mailroom personnel receipt of accountable and non-accountable items arriving by classified or unclassified pouch does not constitute final receipt of the item. Final receipt occurs when the item is picked up by or delivered to the destination office or individual addressee. The PCO is responsible for the safeguarding of items under their control until final receipt.
b. Inbound classified items must be stored under the control of the PCO in approved security containers in a controlled access area (CAA) or in open storage in a vault until final receipt.
c. Inbound unclassified accountable items must be stored under the control of the PCO in the secured unclassified mail room until final receipt. Mailroom personnel will distribute other inbound unclassified items to the addressee’s mail receptacle or open-shelf storage area in the locked unclassified mailroom as soon as possible after receipt of the pouches.
14 FAH-4 H-255.2 Signing for Accountable Items
(CT:DPM-42; 10-07-2024)
a. All accountable items, whether classified or unclassified, must be signed for before release. The signatory may be either the addressee or his/her designee. For classified/unclassified item pickup, the signatory must show a U.S. Government photo identification to the PCO or mail clerk.
b. The minimum clearance required to pick up registered items sent via classified pouch is Secret. Items classified as "SBU requires courier handling" must be picked up by minimum Secret-cleared employees. For items at higher classification, the recipient must be cleared at or above the level of the item for which they are signing, e.g., if the item is Top Secret, only a Top Secret-cleared employee may sign for it.
c. At posts, ILMS produces the Registered Mail Invoice DS-712 that lists all undelivered accountable items by agency. The signatories sign for accountable items, and the DS-712 is filed in the mailroom as proof of delivery. Posts must capture electronic signatures for all registered items. Posts capturing electronic signatures do not need to keep paper DS-712 forms.
d. At posts, after delivery of accountable items to the addressee or designee, the PCO or designee must enter the signatory's name (Release To) and enter the Actual Pickup date into ILMS, as evidence of final delivery.
14 FAH-4 H-255.3 Items for Other Agencies
(CT:DPM-42; 10-07-2024)
a. Abroad: Posts may or may not provide messenger service to other agencies. When an agency is in doubt, the post representative should contact its parent agency to confirm whether post provides the service to that agency. If service is not provided to the agency, then the subject agency is responsible for arranging pick-up from the embassy mailroom.
b. In Washington:
(1) Unclassified items from other agencies for onward mailing within the continental United States (CONUS) must be picked up by the originating agency's headquarters at the unclassified pouch facility in Sterling, VA, or must have prepaid postage or shipping labels affixed; and
(2) Classified items sent via classified pouch must all be picked up at the classified pouch facility in Springfield, VA. Items sent via classified diplomatic pouch will not be forwarded to CONUS addresses.
c. DIA only accepts items for onward mailing that were sent by the U.S. Defense Attaché office. DIA does not accept mail for the Office of Defense Cooperation (ODC), Security Assistance Office (SAO), Military Assistance Group (MAG), or any other military element.
14 FAH-4 H-255.4 Forwarding Personal Items for Transferred Employees
(CT:DPM-42; 10-07-2024)
a. When mailroom personnel receive mail for departed customers, the mailroom personnel will forward the mail in accordance with the United States Postal Service (USPS) regulations, as follows:
(1) Forwarding mail procedures may vary for all mail originating in the United States Postal Service (USPS) mail stream and external couriers such as FedEx, DHL, and UPS;
(2) Forward USPS First Class, Priority, and Priority Mail Express to new address up to 12 months after customer's departure date. From 13-18 months, return mail to sender with new address attached and endorse the mail to sender with new address attached and endorse the mail "Forwarding Order Expired." If the customer did not provide a change of address to the mailroom, return to sender and endorse the mail, "Moved - Left No Forwarding Address." If the customer is not identifiable, endorse "Return to Sender - Attempted Not Known" - in all instances, return mail to SA-32;
(3) Forward USPS periodical mail (days 1-60) if change of address is on file; after 60 days, notify publisher of new change of address using PS Form 3579 (see 14 FAH-4 Exhibit H-255.4, items 4 and 5). If periodical indicates "Address Service Requested" or similar endorsement as listed in 14 FAH-4 Exhibit H-255.4, Section b. Dispose of periodical after 60 days without endorsement. If no change of address is on file and periodical has indicated "Address Service Requested," notify Publisher on PS Form 3579 that the customer has moved and left no forwarding address. If no change of address is on file and without publisher endorsement, dispose of the mail locally;
(4) Forward USPS parcels, Priority or Standard to the new overseas pouch address for 12 months. Do not forward parcels to a domestic official Department address. Forward First-Class Priority and Priority Mail Express and parcels to a domestic personal address for 12 months. From 13-18 months, return mail to sender with new address attached and endorse "Forwarding Order Expired." When forwarding fees apply, return all Standard rate parcels to sender with the new forwarding address label attached and endorse, Return to Sender" and "Change of Address Due to Official Orders";
(5) For further guidance, please visit the ILMS Self-Service Portal and open an ILMS Support Desk ticket for DPM assistance.
b. USPS forwarding guidelines may vary depending on the mailer's endorsement type. Mailroom personnel must follow the procedures listed below:
(1) Address Service Requested: Months 1 - 12, forward if change of address is on file, endorse "Change of Address Due to Official Order." Months 13-18, if change of address is on file, return to sender with new address attached to envelope. If no change of address on file, return to sender and endorse, "Moved, Left No Forwarding Address";
(2) Forwarding Service Requested: Months 1-12, forward if change of address is on file, endorse, "Change of Address Due to Official Order." Months 13-18, if change of address is on file, return to sender with new address attached to envelope and endorse, "Moved Left No Forwarding Address."
(3) Return Service Requested: No time constraint; always return to sender with appropriate endorsement. If change of address is on file, attach new address to the envelope. If no change of address, return endorsed, "Moved, Left No Forwarding Address." If customer is unknown, return endorsed, "Return to Sender - Attempted Not Known"; and
(4) Change Service Requested: Months 1 - 12, forward if change of address is on file; if no change of address on file - return to sender endorsed, "Moved, Left No Forwarding Address." Months, 13+, dispose of mail locally as waste.
c. The following guidelines are for processing mail for commercial couriers suc as FedEx, DHL, UPS. The mailroom clerk must:
(1) For mail forwarded to another post abroad, place the forwarding address label on the items below the customer's name and cover the original delivery process . Endorse dress side of package with "Change of address due to official orders." If dispatch routes exist to customer's new forwarding post, pouch and dispatch accordingly. If not, return item to SA-32 for onward delivery to customer's new post; and
(2) For mail forwarded to a personal domestic address, place the forwarding address label on the item below the customer's name and cover the original delivery address. Endorse address side of package with "Change of address due to official orders" and "Return to Sender." Return package to SA-32 for delivery to appropriate commercial courier.
d. For proper endorsements of mail forwarded or returned to sender, refer to 14 FAH-4 Exhibit H-255.4.
e. Commercial carriers' items cannot be forwarded or sent to a DPO, APO, or FPO address.
f. For further guidance, you may contact the ILMS Self-Service Portal and open an ILMS Support Desk ticket for DPM assistance.
14 FAH-4 H-256 Ilms customer directory
(CT:DPM-42; 10-07-2024)
14 HAH-4 H-256.1 Managing the ILMS Customer Directory
(CT:DPM-42; 10-07-2024)
a. An accurate and current customer directory will provide your mailroom with the ability to receive, notify, and deliver items to your customers. The customer directory will also allow mailroom personnel to efficiently manage customers' forwarding address information who have departed post.
b. Personally Identifiable Information (PII) in the ILMS Customer Directory must be handled in accordance with the Privacy Act of 1974, as amended (5 U.S.C. 552a) and 5 FAM 460.
c. ILMS Customer Directory Information must contain, at a minimum, their name (last, first, and middle initial), agency, and mailing address (unit and box number). List the names of the customer's family members on the customer's record.
d. If a sponsor has family members with different last names, prepare and file a separate record for each family member. Cross-reference this record with the sponsor's record and maintain it in the same manner. Also, follow this procedure for personnel who have changed their name.
e. For additional instructions on how to manage and use the ILMS Customer Directory, see the DPM Quick Tour Booklet located on the ILMS Knowledge Center site at http://apps.sp.state.sbu/sites/ilmsknowledgecenter/Explore/Documents/734.pdf.
14 FAH-4 H-257 THROUGH H-259 UNASSIGNED
14 FAH-4 Exhibit H-255.4 Processing and Endorsements for Directory Items
(CT:DPM-42; 10-07-2024)
1. Forwarding Address Example
2. Return to Sender Example
3. Back of Envelope Example
4. Periodical, Magazine Example (if less than 60 days)
5. Periodical, Magazine Example (if more than 60 days)
