Although employees can no longer place a password, security code or phrase provided
by a claimant on the MBR or SSR, there may be situations where a claimant or a field
office (FO) determines, in consultation with the claimant, that the claimant must
conduct all business with us in person. Only the FO may add a special message to the
MBR or SSR to alert offices and the 800# representatives of situations regarding:
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Harrassment, Abuse, or Life Endangerment (HALE), including instances of domestic violence;
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Unauthorized record changes or fraudulent reports; or
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Allegations of identity theft.
The special message should inform offices that the individual who is the subject of
the record wants to conduct business with us only in person and the FO must conduct
a face-to-face interview with the individual with proof of identity prior to granting
the individual access to their records or making changes to their records.
For records that contain a special message:
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Do not release information by telephone;
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Do not respond to a telephone inquiry by sending mail to the address of record; and
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Do not change information on the record based on the telephone contact.
FOs should exercise extreme care in determining when it is appropriate to place a
special message on an individual’s record. Add a special message only when the individual
insists and the situation warrants such a message, or the FO determines that a face-to-face
interview is necessary, and we have obtained the subject of record’s signed documentation
requesting in person contact for all business with the agency.
Scan the signed documentation into Non-Disability Repository for Evidentiary Document
or eView, as appropriate.
This guidance does not apply to:
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The routine use disclosures we make to third parties, without consent, under the Privacy
Act (e.g., disclosures to federal and state agencies to establish entitlement to health
and income-maintenance programs); or
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The electronic service initiatives that permit individuals to use a password to conduct
business with us online or through the 800# Automated Response System.