Research Voter Questions on Vote-by-Mail Ballots

My ballot doesn't show all the races I should be voting on.

Did you get my vote-by-mail request?

Our neighbors got their ballots, but we didn't get ours.

When voters call in with mail-ballot issues, you can use Voter Focus to do much of the research. Here's a general approach you can take to find answers for them.

First, gather all the information you can from the voter and recreate the steps taken so far on this vote-by-mail request:

When was the request made and how?
Did the voter request a specific election? Which one?
To what address should the ballot be sent?
Is the voter an overseas voter, who should therefore receive a ballot earlier than domestic voters?
Is the election at the stage where ballot styles have been created?

Go to VOTER REGISTRATION > Voter Maintenance and access the voter's record. If the voter thinks the ballot doesn't show all races, determine if the voter recently changed their residence address, which might have affected their precinct and ballot style. Have they changed political parties recently? That could have an affect on the ballot style, too.
On the Vote-by-Mail tab, select the election and click Request Status. Examine the Vote-by-Mail Request Status dialog. Was the voter's request recorded? Has the ballot been mailed to the voter's group (overseas or domestic)?
Click Address Override. Is the address for this election or the default ballot address correct?
Click Audit Report and inspect transactions shown on the Absentee Audit Report. What activities have been performed on the voter's vote-by-mail request?
If you are trying to issue a mail ballot, and Voter Focus says the ballot has already been issued (that is, the transaction type on the Absentee Audit Report is MAI), run the report Absentee Ballots Issued by Ballot Style. This report will indicate which ballots were issued to whom and when.

Any changes to a voter's vote-by-mail request data, such as corrections to erroneous entries and reversals of actions, should be made on the Mail-Ballot Adjustments dialog.