REMINDER: Procedures throughout this subchapter apply to PC and FO technicians, unless otherwise
specified.
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Review the entire report, including remarks, before contacting the payee to initiate
resolution of all issues in one contact.
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Resolve discrepant responses and confirm unacceptable responses by direct contact
(DIRCON) whenever possible.
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Record payee DIRCON responses on a SSA-5002, Report of Contact or on a paperless Telephone
Contact form. Do not alter payee responses and remarks on the accounting report. If contacting the payee
to obtain a response to an unanswered question, annotate the answer (sign and date)
on the accounting report provided the response does not require an explanation. DIRCON
which changes a payee response should be documented on a report of contact or Telephone
Contact form.
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When the PC cannot resolve a questionable or unacceptable payee response through DIRCON,
request FO assistance.
CAUTION: Do not send the original SSA-623-OCR-SM, SSA-6230-OCR-SM, or SSA-6234-OCR-SM with any development
request.
FOs should conduct face-to-face interviews and complete a Representative Payee Report,
SSA-624-F5, if the payee confirms an unacceptable response.
EXAMPLE: The payee indicated that custody changed. During DIRCON, the payee states that the
beneficiary moved into their child's house in another State. A change of payee may
be in the beneficiary's best interest.