The information described in this subchapter provides general guidelines for technicians to follow when discussing Title II and Title XVI benefit eligibility (GN 00203.002) or conducting an application interview (GN 00203.004). These guidelines ensure technicians:

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  Provide the information potential applicants require to make an informed filing decision, and

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  Conduct an efficient application interview.

When discussing benefit eligibility, filing options or when taking a claim, technicians must:

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  Identify themselves and if the contact is by phone, state they are calling from SSA and the purpose of the call.

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  Be sensitive to the needs, circumstances and limitations of individuals who contact SSA including individuals who contact SSA on behalf of another (e.g., parents, guardians, representative payees, etc.).

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  Be aware of barriers that may inhibit the smooth progress of the interview, such as:

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    embarrassment about applying for or receiving benefits,

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    reluctance to divulge personal information,

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    fear of dealing with a Government agency,

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    problems in communicating due to language difficulties, limited education, cultural factors, or the effects of the individual's disability (see GN 00203.011 regarding foreign language interpreters),

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    lack of mobility, and

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    anxiety due to misconceptions about eligibility requirements.

When discussing benefit eligibility, filing options or when taking a claim, technicians must:

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  Verify the identity of the person they are talking to (See GN 00203.020).

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  Provide applicants with the Privacy Act Statement and read the attestation script to them before collecting responses to the application questions.

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  Not disclose information from living individuals’ records to any person or third party without the prior written consent of the individual to whom the information pertains, unless one or more of the 12 Privacy Act exceptions apply. For more information about the Privacy Act exceptions, see GN 03305.003A.

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  Review the individual’s record and provide relevant information without:

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    Elaborating upon the social theory or rationale behind the law.

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    Revealing confidential medical information or other restricted information.

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    Giving general or legal advice on courses of action to qualify for benefits, such as adopting a child, changing a business agreement, etc.

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    Becoming involved in debates, advocating changes in the law, or injecting personal opinions into discussions with applicants.

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    Predicting the final disability decision even when the Disability Determination Service (DDS) makes a favorable decision. For disability claims processing, see DI 10005.000.