NCOA FAQs

• What is the NCOA and how does DPIL use it?
  • It is the National Change of Address service. DPIL uses this service to ensure that undeliverable books are not being purchased and shipped. We are also required by law as a bulk rate mailer to use the service. The NCOA compares data in the BOS system to the data which is on file with the USPS. If there are discrepancies, a flag is shown on the child’s record. 
• Are books mailed to children with an NCOA flag on their record?
  • Book is mailed the first month a flag is on the account IF there is a suggested address. After that initial month, books will not be sent until the affiliate takes action by accepting the suggested address or updating the address if the suggested address is not correct per the parents. 
• How do child records get flagged through the NCOA?
  • Each month, we run a scan through the NCOA. If the information in the BOS does match the information in the USPS system, a flag is placed on the account. 
• What would cause a flag?
  • There are several reasons a flag is placed on a record but may include but are not limited to:
    • The family moved and have not updated their address with the postal service. 
    • The parent’s name on the account does not match what is on file with the USPS. For example, if the Parent 1 name is John Smith in the BOS, but is only on file with the USPS and Johnny Smith, it may be flagged. 
    • There is new address information with the USPS. In this case, a suggested address will be provided. It is up to the affiliate to accept this address. We suggest confirming the new address with the parent before accepting. 
    • The physical address exists, but the postal service does not deliver to the address. 
    • If the parent is living with a relative and has not submitted a change of address form to the USPS to register their name at the address. Even if they are receiving mail there, they must submit a form in order for their name to be associated with the address in the USPS database. 
    • A newly built house or newly established address must be registered with the USPS. If it has not been registered, it is not recognized as a valid address. 
    • See a more comprehensive list of NCOA codes and explanations. 
• The family is receiving mail at the address but they have received an NCOA flag. How can this be?
  • If the book makes it through the USPS sorting system, the postal worker may deliver the book despite the discrepancy in data between the BOS and USPS. However, the mail piece may also be diverted at the USPS sorting facility, and not delivered. 
• What should an affiliate do when an NCOA flag is on an account?
  • We recommend reaching out to the parent and either confirming the suggested address in the BOS, or if there is no suggested address, ask the parent for their current address. 
    • If the address in the BOS is confirmed as their current address, encourage them to fill out a change of address form. For more information, see our support article. 
  • If a suggested address is provided and time and resources make contacting each parent not feasible, you can opt to use the suggested address without reaching out to the parent. 
  • If the address the parent provided is not validating in the system, you can check the address to see if it is valid at usps.com. When you type in the address here, it will populate a message if the address is invalid. 
  • If several steps have been taken and it seems there is a still an issue with the address being flagged, the affiliate or the parent can speak to their local postmaster. The postmaster could ask for a property deed to confirm the address is legitimate before adding the address to their database.
• I have been able to have the flag go away by making another change to the child’s account and saving the record. Won’t this fix the issue?
  • This will not fix the issue. It may remove the flag, but only for one month. At the next monthly process, unless the reason for the flag initially has been addressed, the account will be flagged again. 
• What do the NCOA codes mean?
  • 10-17 May be undeliverable (poor address quality). Books may or may not be delivered to this address.
    21-22 Address didn’t match an address range in the zip+4. Books may or may not be delivered to this address.
    23-28 Recipient moved without providing a forwarding address to the USPS. 33 Address is non-deliverable. Books will not be delivered to this address.
    36-39 New address information is provided and can be used with confidence. You will need to select the "Click to use this address" in order to update the address. Books will be mailed to the suggested address if you choose to use it.