Littleton Office Mail Handling

This SOP outlines the process for receiving, sorting, scanning, and distributing mail received at the Littleton office, including mail for COLI-100, the Tax Team, and franchise locations.

Applies to all mail received at the Littleton office on a given business day.

Only mail pertaining to things we handle is scanned and forwarded. This includes mail from tax agencies regarding unemployment, withholding, the IRS, and localities. We do not forward unemployment claims or tax rate notices, since the client receives that mail directly and we receive a copy as the TPA. When we scan and forward mail, we are doing so on the client's behalf, not providing them a notice they haven't already received.

1. Create the Daily Mail Folder

• Create a folder on your computer named with the date and "Mail" in the format: MM.DD.YYYY_Mail
  • Example: 09.08.2026_Mail

2. Sort and Look Up Franchise Mail

For each piece of franchise mail:

• Look up the client name in Prime to check their status (active or terminated).

If active:

• Create a subfolder under the date_mail folder named for the franchise.
• Scan the mail and save it in that franchise's subfolder.

If terminated:

• Apply a "Return to Sender" sticker to the mail.
• Use a permanent marker to black out any lines on the back of the envelope (usually in orange). If this is not done, the mail will come back to Littleton.
• Send the mail back out in the outgoing mail.

3. Distribute Franchise Mail via Teams

Once all franchise mail is scanned:

• Send each franchise's scanned mail individually to that franchise via Teams.
• Do not include any message or note in the Teams chat, only send the file(s). An email will follow in step 4.

4. Notify Franchises by Email

• Send one BCC email to all franchises that received mail that day, using the subject line and template below.

Subject: Mail Received at Littleton - mm.dd.yyyy

Good afternoon,

We've shared scanned copies in Teams of the mail physically received at the Littleton office. Please note that any mail received at the Littleton office is forwarded directly to the franchise.

If you receive a tax notice, please open a ticket in HubSpot and attach a copy so it can be reviewed and addressed promptly. As a reminder, review the  Tax Notices  knowledge base article before submitting tax notice tickets.

5. Scan and Distribute COLI-100 Mail

• Create a folder in the COLI-100 SharePoint named with the day's date.
• Scan COLI-100 mail and add it to that folder.
• Notify COLI-100 via Teams that they have mail.

COLI-100 SharePoint link: Littleton - Documents - 2026 - All Documents 

6. Scan and Distribute Tax Team Mail

• Create a folder in the Tax Team SharePoint named with the day's date.
• Scan Tax Team mail and add it to that folder.
• Notify the Tax Team through their Teams chat for mail and printing.

Tax Team SharePoint link: Littleton - Documents - 2026 - All Documents 

7. Send Individual Mail

• Mail for Cecilia, Heather, or Sean is sent directly to them via Teams, following the same procedure as step 3 (no message, just the file). They do not need to be included in the email. If they have questions they will ask you directly. 

• Franchise mail is only forwarded via Teams once all mail for the day has been scanned and sorted.
• Terminated franchise mail is never scanned; it is returned to sender.
• COLI-100 and Tax Team mail is scanned directly into their respective SharePoint folders rather than the local date_mail folder, since those SharePoint folders are kept as the ongoing internal record for those groups.