PM 18-07-00
IES Process
When a customer reports a change of address, ask the customer if shelter costs (housing or utility costs) have increased, 
decreased or stayed the same. Update the shelter costs and their corresponding dates by initiating a Case Change, navigating to the Shelter Expense - Summary page and/or the Utility Standard- Summary page, and updating the appropriate fields on those pages.
If it is reported that the shelter costs will remain the same, update the Shelter Expense - Summary page and/or the Utility Standard-Summary page dates with the dates provided by the customer to indicate that the current information is correct. This will prevent the batch from identifying the case as needing an IL444-5229. After the necessary changes are made, re-run eligibility, and certify the results. Complete case comments explaining the change of address and change of shelter costs, if any.
In addition to FCRCs, Central Office and HFS Staff can update addresses in IES. The address may also be updated when a change is reported to the U.S. Postal Service via the National Change of Address (NCOA) update process. See WAG 18-07-01 for the central change of address process.
