Processing Unreadable Documents

To be processed by the Department, all documents scanned into a client’s electronic case file must be clear enough to be read. 

A document is unreadable when essential parts or all of it are:

  • blurred
  • too dark
  • too light
  • smudged, or
  • marked

Important: Documents that display strange characters, code or error messages during loading are not unreadable. These are systems issues that can usually be resolved by asking another BEACON user to view the document. Small or odd-angled documents must be enlarged or rotated instead of being deemed unreadable.

When a document is determined to be unreadable steps must be taken to obtain a readable version.  

Unreadable Documents Mailed to the Document Processing Center (DPC)

All documents mailed to the DPC are date stamped before they become Actions or appear on the Available/Reviewed Scanned Documents view of the appropriate cash case manager. When you review and deem a mailed document to be unreadable, from the Scanned Document Details page, you must:

  1. from the drop-down list in the Status field, select the document status of Unreadable
  2. request that the document be rescanned.

Unreadable Documents Sent by DTA Connect Photo Upload, Fax or Self-Scanner

The DPC does not have copies of DTA Connect app photo uploads, faxes, or scans from TAO self-service equipment. You must update the status and inform the client directly about an unreadable photo, fax, or self-scan and instruct her/him to submit a clear copy to DTA. To do this, from the Scanned Document Details page you must:

  • print the scanned document
  • if the document is only partially unreadable, circle the place(s) on the document where information is unreadable
  • generate a Returned Document Notice (RDN) from within BEACON. 

To do this:

  1. from the drop-down list in the Status field, select the document status of Unreadable
  2. click the Inform Client button. The Notice Preview page will open displaying a copy of the Returned Documents Notice (RDN) with the client’s name, address, and Agency Identification Number populated
  3. click print
  4. close the Notice Preview page using the X in the upper right-hand corner of the page
  5. type an explanation of why the document was determined to be unreadable in the Comment box
  6. click Save
  7. close the Scanned Document Details page using the X in the upper right-hand corner of the page

Place the RDN and unreadable document in an envelope and send them to the client’s most recently reported mailing address.

Last Update:  August 24, 2018