Program Operations Manual System (POMS)
TN 11 (09-87)
RM 03851.005 Expediting Telephone Inquiries Involving Earnings Discrepancy Cases
Upon receipt of a telephone inquiry, ensure that the following rules are applied:
Never disclose confidential information by telephone.
Take appropriate measures to assure that the party requesting the information is entitled to receive it.
Requests for certified earnings records (SSA-794) will only be honored when:
A written request is submitted stating the records are needed for court proceedings or,
Authorized by the Office of Pre-Claims Requirements (OPR)
Authorized disclosures will only be made in writing.
The following address is to be given when the requester is submitting information or authorization:
Social Security Administration
Metro West Building
300 North Greene Street
Baltimore, Maryland 21201
Prepare a telephone expedite request form by writing the required information in the spaces provided.
Check the electronic control system and/or ADCAR for status of the request. If:
The request is located, annotate the expedite request form with the date and module shown on the electronic control system and inform the caller that you will expedite the request.
The request is not located, inform the caller that a request will have to be submitted/resubmitted.
Photocopy the telephone request form to be expedited and forward the original to the responsible module manager. File the photocopy by Month/SSN/EIN/Alpha in the “open” inquiry file.
When an expedite request form is returned from a module, call and give the status of the case to the requester. Annotate the form to show the date the requester was called.
When an expedite request form has been cleared, pull the related copy from the “open” file and staple the original on top. File both copies in the “closed” inquiry file under the month the telephone request was written.
On a monthly basis, examine requests in the “open” file and identify any outstanding requests. Bring outstanding requests to the attention of the module managers for special/expedite handling.