Effective Dates: 10/15/2018 - Present Previous | Next

TN 30 (09-19)

GN 01070.228 Modes of Requesting Assistance

A. Methods to request assistance

There are five ways that an office can request assistance from another office. Listed in the order of preference, they are:

  1. 1. 

    District Office Telephone Procedure (DOTEL)—All offices may use this process.

  2. 2. 

    Processing Center Action Control System (PCACS)—This method is only for PSCs use.

  3. 3. 

    Modernized Development Worksheet (MDW)--All components may use this method.

  4. 4. 

    Electronic E562 –All offices may use this method, if the program is available within the region.

  5. 5. 

    Manager -to-Manager (M2M) web application –Managers in Field Offices, Processing Centers, and National 800 Number Network (N8NN) sites may use this method.

Regardless of the means you use for a request, always provide priority handling to high priority requests.

Note: Request assistance after the requesting office attempts to obtain the information by direct contact. (For instructions on use of DIRCON, see GN 01070.305).

1. DOTEL

DOTEL provides intercomponent telephone contact in initial entitlement and certain post-entitlement situations. DOTEL is the most expedient means of requesting help from another office. The basic feature of DOTEL is the use of the telephone to request assistance and the priority handling provided by the responding office. For this reason, we restrict the use of DOTEL. (For FO procedure on DOTEL, see GN 01070.200 and for PC procedure on DOTEL, see GN 01070.400).

NOTE: If you do not receive the information requested, during the initial DOTEL call, always determine the mode of response before terminating the DOTEL call.

2. PCACS

For instructions on completion and use of PCACS, see MSOM PCACS 001.001.

3. MDW

After completing the initial call or making the initial request, establish the issue on the MDW screen, if it is not in use by another office. In addition to the instructions below, refer to the MDW guidelines found in TC 29001.030.

  1. a. 

    Establish the type of action in the last three positions of the “UNIT” field. (Use the first three positions as the unit identifier for the person responsible for the action). For a list of MDW codes, see GN 01070.228A.3.e. in this section.

  2. b. 

    In the “MISC” field, establish the type of request, the name, job position, PC MOD, or FO name and telephone number of the assisting claims authorizer (CA). Use the following format:

    MISC:

    “DOTEL”, ASST CA JOHN GEORGE,PC2,MOD 8,215-555-1122

     

    “ROUTINE”, ASST CR M JENKINS, A96 WESTMINSTER MD,410-555-3322
  3. c. 

    Describe the required evidence or the issue to resolve in the “Issue” field. Show any additional data about the issue in the “Remarks” field (see MS 03901.003). Use the following format:

    ISSUE

    REMARKS

    POA

    Baptismal
  4. d. 

    Show the “TICKLE” date based on the follow-up schedule in GN 01070.440 or on the mutually agreed upon date.

  5. e. 

    The following list shows MDW unit field codes:

     Code

    Explanation

    001

    RSI APPLICATIONS

    002

    RSI NONDISABILITY DEPENDENT APPLICATIONS

    003

    DIB APPLICATIONS

    004

    DI NONDISABILITY DEPENDENT APPLICATIONS

    005

    RSDI MEDICAL CDR

    006

    RSDI WORK CDR

    007

    SSI AGED APPLICATIONS

    008

    SSI B/D APPLICATIONS

    009

    SSI REDETERMINATION (LOW & MIDDLE)

    010

    SSI REDETERMINATIONS (HIGH)

    011

    BL CLAIMS (SSA)

    012

    BL CLAIMS (DOL)

    013

    RSDHI RECONSIDERATION

    014

    SSI RECONSIDERATION

    015

    RSDHI HEARINGS

    016

    SSI HEARINGS AND APPEALS

    017

    RSDHI CLASS ACTIONS

    018

    SSI CLASS ACTIONS

    019

    SSI APPEAL EFFECTUATION

    020

    SSI ZEBLEY B/D APPLICATIONS

    021

    SSI ZEBLEY REDETERMINATION (HIGH)

    022

    SSI ZEBLEY RECONSIDERATION

    023

    SSI ZEBLEY HEARINGS & APPEALS

    024

    SSI ZEBLEY CDR

    025

    RSDI CHANGE OF PAYEE

    026

    SSI CHANGE OF PAYEE

    027

    RSDI R/P ACCOUNTING

    028

    SSI R/P ACCOUNTING

    029

    HI

    030

    SMI

    031

    RSDI PAYMENT AND CHECKS

    032

    SSI PAYMENT AND CHECKS

    033

    RSDI O/P ACTIONS/DECISIONS/COLLECTIONS

    034

    SSI O/P ACTIONS/DECISIONS/COLLECTIONS

    035

    EARNINGS DISCREPANCY

    036

    RSDI EARNINGS EFFECTUATION

    037

    STUDENT ACTIONS

    038

    SSI CHANGE OF ADDRESS

    039

    ASSISTANCE REQUEST

    040

    CLAIMS LEADS

    041

    CONGRESSIONAL INQUIRIES

    042

    ATTORNEY WORKLOADS

    098

    OTHER RSDI CHANGES

    099

    OTHER SSI CHANGES

4. Electronic 562

The electronic 562 is available in regions I through X and the Foreign Service Posts. Instructions for the completion and use of the electronic E562 are available here.

5. Manager-to-Manager (M2M) web application

The Manager-to-Manager web application is a two-way communication tool designed to provide a systematic process to address inquiries that require priority attention.  Managers in Field Offices, Processing Centers, and National 800 Number Network (N8NN) sites may initiate inquiries. Address all inquiries within five (5) business days. If you cannot complete a request within that time, provide an interim reply.

Using Manager-to-Manager to request PC assistance



The manager accesses the Manager-to-Manager application, located on the Management Resource Kit, based on PC jurisdiction. Within the application, each PC has its own webpage, with links set up according to that PC’s component protocol.



The manager follows the directions on the appropriate webpage and completes the web form. Click “SEND” to forward the request directly to a mailbox monitored by the appropriate PC component. The manager receives an acknowledgement of receipt from this mailbox.

a. Limiting requests from FOs to PCs

You should limit request from FOs to PCs to high priority requests, including:

  • •

    Terminal illness (TERI cases) including any allegation of diagnosis of AIDS

  • •

    Homicidal, suicide, or potentially violent behavior threats

  • •

    Dire need situations including eviction or homeless situations

  • •

    Cases with potential adverse public relations

  • •

    The third or subsequent follow-up development requests between managers as required by GN 01070.440

  • •

    Other cases as required by POMS (e.g., Martinez cases, per GN 02613.865A.)

b. Limiting requests from PCs to FOs

You should limit request from PCs to FOs to priority requests, including:

  • •

    Terminal illness (TERI cases) including any allegation of diagnosis of AIDS

  • •

    Homicidal, suicidal, or potentially violent behavior threats

  • •

    Dire need situations including eviction or homeless situations

  • •

    Cases with potential adverse public relations

  • •

    High priority requests, as defined in GN 01070.400B.

  • •

    The third or subsequent follow-up development requests between managers, as required by GN 01070.440

c. Limiting requests from N8NN sites to PCs or FOs

You should limit request from N8NN sites to PCs or FOs to priority requests, including:

  • •

    Terminal illness (TERI cases), including any allegation of diagnosis of AIDS

  • •

    Homicidal, suicidal, or potentially violent behavior threats

  • •

    Dire need situations including eviction or homeless situations

  • •

    Cases with potential adverse public relations

Note: Limiting use to the situations listed in GN 01070.228A.5.a. through GN 01070.228A.5.c. ensures that we give proper attention to these critical cases.

d. Examples of inappropriate manager-to-manager inquiries

Inappropriate manager-to-manger inquiries include:

  • •

    Routine contacts to fix coding on the MBR, (i.e., with no critical or dire need implications) including Death Information Processing System (DIPS) alerts

  • •

    To change address or bank data

  • •

    To release retro funds on Windfall offset cases unless they involve Dire Need or Public Relations issues 

  • •

    To inquire about the status on previously submitted MDWs

  • •

    To inquire about the status of inquires on pending actions

  • •

    To request overpayment explanations or correction of overpayment amounts

  • •

    To request technical advice

  • •

    To process claims that have a future Month of Entitlement

B. References

RS 02801.000 - For a discussion of critical case criteria and exclusions

To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0201070228
GN 01070.228 - Modes of Requesting Assistance - 10/15/2018
Batch run: 09/30/2024
Rev:10/15/2018