14 FAH-5 H-430
forwarding or returning dpo mail
(CT:DPO-28; 07-26-2021)
(Office of Origin: A/LM)
14 FAH-5 H-431 forwarding and returning dpo mail
(CT:DPO-28; 07-26-2021)
DPO mailroom personnel shall use the Integrated Logistics Management System (ILMS-DPO) to forward and return DPO mail. DPO clerks shall:
(1) Date-stamp the back of each piece of mail receiving directory service to indicate the date of receipt. If directory mail is not processed on the date of receipt, annotate the date forwarded or returned to the sender;
(2) Cover all barcodes displayed on the front or back of the envelope or parcel. If the barcode is not covered, United States Postal Service (USPS) automation will re-read the barcode and redirect the mail back to post (referred to as looped mail);
(3) Ensure endorsements (i.e., hand-written/typed gummed labels) are neat and legible, using the minimum space possible, and use rubber stamps or gummed labels, when available;
(4) Place endorsements on the front of the mail piece. Put the forwarding address below and to the right of the original address. After using all available space on the front of the mail, write "Over" on the front and place additional endorsements on the back. Do not write, stamp, or cover the name of the original addressee. (See 14 FAH-5 Exhibit H-431); and
(5) Leave the return receipt attached to the article. Show the reason for nondelivery on the return receipt, then initial and postmark the record.
14 FAH-5 H-432 mail forwarding and directory service
(CT:DPO-28; 07-26-2021)
Directory service is for mail that is undeliverable as addressed and cannot be delivered because of one of the reasons listed below:
(1) Incomplete, illegible, or incorrect address;
(2) Addressee departed post;
(3) Refused by addressee; and
(4) Mail is for a person unknown at post.
14 FAH-5 H-432.1 Deliverable Mail That Is Improperly Addressed
(CT:DPO-28; 07-26-2021)
a. When the DPO receives improperly addressed mail, the DPO clerk shall verify the correct addressee by checking the ILMS Customer Directory. Directory services for First-Class and Priority Mail must be conducted within 24 hours of receipt unless mail is received on a holiday or weekend.
b. When the DPO clerk identifies improperly addressed mail for an authorized customer at post, the clerk will first update the customer file in the ILMS Customer Directory by entering any omitted data related to the name, section, unit and box number, and place the mail in the mail receptacle. Then, endorse the mail piece with "Please Advise Your Correspondent or Publisher of Your Correct Mailing Address."
14 FAH-5 H-432.2 Forwarding Mail for Transferred Employees
(CT:DPO-28; 07-26-2021)
a. If the DPO receives mail for departed customers, the DPO clerk shall forward the mail in accordance with USPS regulations. USPS forwarding guidelines vary depending on the mailer’s endorsement type. The most common mailer endorsements are:
· Address Service Requested
· Forwarding Service Requested
· Return Service Requested
· Change Service Requested
b. Forward First Class, Priority, and Priority Mail Express, including parcels to the new address on file for 12 months after the sponsor's departure, and endorse with "Change of Address Due to Official Orders." After 12 months, endorse the mail “Return to Sender.”
c. Forward periodicals (includes newspapers and magazines) for 60 days. Endorse the mail, "Advise Your Correspondent or Publisher of Your Correct Mailing Address," and "Change of Address Due to Official Orders." Periodicals should be marked “Return to Sender” after 60 days only if the publisher has indicated “Address Service Requested” or has another similar endorsement. After 60 days, the mailroom staff must complete a Form PS-3579 to notify the publisher of the customer's new address.
d. For USPS Marketing Mail and Package Service without annotations, the DPO clerk shall endorse the mail with a forwarding address and forward it to the addressee as “Postage Due,” which will be collected by USPS. If the mail has an endorsement that restricts forwarding, return it to the sender.
e. Release of any address information to anyone without the customer's written authorization is prohibited unless the postal officer (PO) is acting under an order of a Federal court or except in accordance with the Privacy Act of 1974 (5 U.S.C. 552a, as amended).
f. For further guidance, please visit the ILMS Self-Service Portal and open an ILMS Support Desk ticket to DPM for assistance. Please note that if this is your first time using the ILMS Self-Service Portal, you will be required to first create a ServiceNow account. To do so, navigate to the Self-Service Portal through ILMS (OpenNet | Go Browser). We highly recommend saving these links as bookmarks for future use. Once there, select the “DPM/DPO/MMS AnswerPerson Policy Request card located in the bottom-right corner.
14 FAH-5 H-432.3 Mail for Persons Unknown at Post or Persons Not Authorized DPO Service
(CT:DPO-28; 07-26-2021)
The DPO clerk shall follow these procedures for mail received for persons unknown at post or for persons not authorized DPO service:
(1) Check the ILMS Customer Directory file, and if not found check HR to confirm the addressee is at post and authorized DPO service. If the addressee cannot be confirmed, follow USPS regulations for returning the mail to sender. See 14 FAH-5 H-431 for instructions on returning mail; and
(2) Return mail to the sender if addressed to personnel who are not authorized DPO privileges, including mail addressed in care of an authorized user. Endorse mail with "Addressee Not Authorized DPO Privileges," and notify the PO immediately of the offense via email for applicable action.
14 FAH-5 H-433 dead mail procedures for dpo clerk
(CT:DPO-28; 07-26-2021)
a. Mail that cannot be delivered, forwarded, or returned to sender:
(1) Forward all Priority Mail Express, First-Class, Priority, and Package Services Mail that cannot be forwarded or returned to the Mail Recovery Center (MRC), 5345 Fulton Industrial Blvd SW, Atlanta GA 30378. For Parcel Select services only, with incorrect, incomplete, illegible, or missing addresses that may be opened and examined to identify the sender or addressee, per the DMM 507. Annotate disposition of mail in the comments section of ILMS DPO; and
(2) Process UAA mail, periodicals, and USPS marketing mail in accordance with USPS regulations in DMM 507.
b. Undeliverable catalogs:
(1) Remove and destroy the wrapper, label, or both. (This also applies to catalogs bearing the endorsement "Return Service Requested.") Dispose of the catalog; and
(2) The postal officer has discretion to decide disposition of undeliverable catalogs, e.g., donate items to the community liaison office (CLO). (See 14 FAH-5 H-200.)
c. Perishable items: Dispose perishable items that carry a Required Delivery Date (RDD) and cannot be forwarded or returned before spoiling as waste. Dispose any perishables obviously spoiled upon receipt. Always destroy perishables in the presence of a witness. Notify the sender and addressee via official letter concerning the disposal and retain a copy of the notification in the office files for 2 years.
14 FAH-5 H-434 ILMS CUSTOMER DIRECTORY
14 FAH-5 H-434.1 Adding a Customer to the ILMS Customer Directory
(CT:DPO-28; 07-26-2021)
a. DPO clerks shall use the ILMS Customer Directory to add new customers upon their arrival at post.
b. Select a customer on the applicable DPO page.
c. Add the new customer in the directory and include their name and dependents names that are on the travel orders, agency, box number, arrival date, and email addresses.
d. Utilize the Addressee field on the DPO page when associating a piece to the addressee during the following processes:
(1) Bulk Receive/Deliver Pieces;
(2) Receive Single Sack;
(3) Receive Single Piece;
(4) Receive Items by Pouch DPM; and
(5) Receive Pieces from DPO.
e. Receive pieces by selecting a customer using the addressee lookup field to find the customer and save their name to the pieces. When you select a customer using the addressee lookup (magnifying glass) the customer will receive an automatic email notifying them of package delivery.
f. For additional instructions on how to add new customers in the ILMS Customer Directory, see the DPO Quick Tour Booklet located in the ILMS Knowledge Center. For further guidance, submit an inquiry through the ILMS Self Service Portal.
g. 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:
(1) ILMS Customer Directory information must contain, at a minimum, their name (last, first, and middle initial), agency, and mailing address (unit and box number), email address, and their arrival date. List the names of the customer's family members on the customer's record; and
(2) If a sponsor has family members with different last names, prepare and file a separate record under the sponsor 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.
14 FAH-5 H-434.2 ILMS Customer Directory Files for Transitioning Personnel
(CT:DPO-28; 07-26-2021)
a. For transitioning personnel, the DPO clerk shall include the departure date and forwarding address provided by the customer, in the ILMS customer directory and ensure the record is in a forwarding status.
b. The customer directory record in ILMS will automatically become inactive after the 12-month forwarding service expires. For example, if a customer departs in July 2015, the directory record will become inactive in August 2016.
14 FAH-5 H-435 INTERNET CHANGE OF ADDRESS (ICOA) FOR DPO POSTS
(CT:DPO-28; 07-26-2021)
a. Diplomatic Pouch and Mail (DPM) has partnered with USPS to provide DPO customers with the ability to change their addresses via the USPS website (USPS.com) at the time of their transfer and for temporary address changes (i.e., while on home leave). This service allows the USPS system to intercept First Class Mail (letters and flats) and Periodicals automatically when it reaches the first USPS processing and distribution center, which reduces manual processing for post mailroom employees. The USPS will also make address changes available to commercial vendors, so that they can update their databases if linked to USPS’ Address Information Management System (AIMS). Please note, that when a customer completes an ICOA, the USPS does not provide automatic redirection services for parcels. Unlike First-Class Mail and Periodicals, parcels must travel to their destination post first before they can be redirected. Therefore, it would behoove customers to advise family, friends, and vendors of their new addresses immediately following the submission of an ICOA to prevent lengthy delays. For more information and to access the required form, go to the USPS website and select "Change of Address."
b. Completing the form: You will be asked if your move is permanent or temporary. The date cannot be more than 30 days in the past or more than 3 months in the future. It takes from 7 to 10 business days for mail to be forwarded. If your move is temporary, you will be asked to provide a date on which the mail should cease being forwarded to the temporary address. You will also have to identify how many people will be making the move. If you are the only one moving, it is called an "individual" move. If a family is moving then it is a "family" move.
c. After submitting the form, the mail will automatically be forwarded for 12 months if "Permanent" is selected at the time the ICOA request is submitted. If a "Temporary" ICOA is requested, mail will be forwarded for up to 6 months. When the temporary time expires, you may request a 6-month extension, if needed. The maximum time that mail can be forwarded to the new address is one year, and the minimum time is 15 days.
14 fah-5 H-436 through h-440 unassigned
14 FAH-5 Exhibit H-431
Forwarding Address Example
(CT:DPO-20; 05-01-2018)
Figure 1 Forward/Change of Address Envelope