TN 7 (09-02)

RM 01340.042 Examining the Telephone Number

A. Introduction

The requester is not required to provide a telephone number. The telephone number is usually provided under the signature in the blocked area at the end of the Form SSA-7004-SM-OP1.

B. Policy

The telephone number may be used to contact the requester to obtain the number holder's name, SSN, date of birth, and/or the requester's address so that the request can be processed. Direct contact is limited to continental United States, Puerto Rico and/or the Virgin Islands.

C. When to use

Use this procedure when examining the requester's telephone number as entered on the Form SSA-7004-SM-OP1 or correspondence to contact the requester.

D. Procedure

Examine the telephone number provided on Form SSA-7004-SM-OP1 or correspondence and handle as follows:

  • Use the FTS network to place the call.

  • If you are able to contact the requester, identify yourself by name and inform them you are calling from the Wilkes-Barre Data Operations Center in PA.

  • Explain what information you need and why you need it. Be tactful and professional.

  • Make it clear that you are not calling from the district office. Should you reach someone with a language barrier or who does not understand the reason for your call, try to end the call quickly and gracefully. Mail the Form SSA-7004-SM-OP1 to obtain the missing information.

  • Do not answer questions regarding any issue other than the reason for your call. If the individual asks any other questions, refer them to their servicing field office or SSA's National Telephone Service number, 1-800-772-1213.

  • Verify the contact's response to your questions by repeating the answer to him/her.

  • If the individual you are calling is not available, ask when you may call back.

  • In this situation, do not divulge any personal information about the number holder to the individual answering the telephone.

  • End the call by expressing your gratitude and continue processing.

REMINDER:

A busy signal is not considered an unsuccessful attempt.

If you reach an answering machine, leave the 1-800-number (1-800-775-7802), your extension, name and agency.

If you place the first call in the morning and no one answers, then place the second call in the afternoon or vice versa.

Do not place calls before 9:00 A.M. Refer to time zone schedule.

After the second unsuccessful attempt, contact the requester by mail.


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0101340042
RM 01340.042 - Examining the Telephone Number - 04/24/2013
Batch run: 04/24/2013
Rev:04/24/2013