Telephone number disconnected or out-of-service
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Follow the DIRCON mail process
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Telephone contacts are unsuccessful (no one answers the call, answering machine or
answering service not available, etc.)
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Make three separate attempts to reach the employer.
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Document each call (e.g., time and date) in ECMS.
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Follow the DIRCON mail process.
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Voicemail picks up
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Leave a message for the caller or the person responsible for the company wage reporting
to contact SSA via the Employer 800# Call Center at 1-800-772-6270.
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Document the call in ECMS.
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Allow two days for the caller to return the call before making another attempt.
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Make three attempts to reach the employer.
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Successful telephone contact or employer returns the call
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Ask for the person responsible for wage reporting.
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Ask the employer to submit a corrected wage report (W-2c with W-3c).
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Ask the employer to use Business Services Online to submit the report electronically.
NOTE: Employer must register on BSO.
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Provide the employer with the Employer 800# Call Center (1-800-772-6270) in case the employer needs help with the registration or wants to verify receipt of
their registration submission.
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Document the call in ECMS.
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Thank the caller for his or her time.
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Employer calls the Employer 800# Call Center (1-800-772-6270) for help with BSO registration
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The technician assists the employer with the registration, by walking him or her through
the process, or
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Process a phone registration, and then sends the notice via IRES to the employer via
mail.
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Employer calls the Employer 800# Call Center (1-800-772-6270) to verify if SSA received the information that was submitted
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The technician will ask the employer to provide the Wage File Identifier (WFID).
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If the employer finds the WFID, the technician informs the employer of the receipt
date.
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If the employer does not find the WFID, asks the employer to fax a copy of the confirmation
(optional), and write up a Problem Referral.
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Language barrier – Non-English speaking individual
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Ask to speak to an English-speaking individual. If further assistance is required,
dial 1-800-200-7236 for a Translation Interpreter.
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If not available, politely end the call.
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Follow the DIRCON mail process.
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Employer does not want to submit corrected report electronically
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Advise the employer to obtain paper W-3c and W-2c from the Internal Revenue Service
to correct the wage report.
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Employer refuses to file corrected report
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Inform the employer that his or her employees will not receive proper credit for their
earnings.
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Inform the employer that IRS may contact him or her about possible penalties.
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Document the call in ECMS.
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Thank the caller for his or her time.
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Employer verifies the correct information
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Take correct action based on the information received.
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Document the call in ECMS.
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Thank the employer for his or her time.
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Employer wishes to receive SSA request for information in writing
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Advise the employer that we will send the request via U.S. Postal Service.
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Verify the mailing address with the employer.
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Prepare the written request for mailing by following the DIRCON mail process.
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Document the call in ECMS.
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Thank the employer for his or her time.
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