TN 1 (02-12)
RM 10250.015 The Effect Self Check Has on SSA Field Offices (FO), Card Centers (SSCC), and National 800 Number Network (N8NN) Sites
A. The effect Self Check has on FOs and SSCCs
The nationwide use of Self Check may cause an increase in visitors to FOs and SSCCs as more visitors may ask to update their Social Security number (SSN) records. Self Check visitors may mention Self Check or produce the Self Check “Notice of Mismatch with SSA Records” when requesting to update information on their SSN record. Since there are no Self Check-specific Social Security Administration (SSA) rules or procedures for handling Self Check cases, FOs and SSCCs follow the existing procedures for visitors who want to update their SSN information.
FOs and SSCCs do not access EV-STAR for Self Check cases.
FOs and SSCCs must access EV-STAR for E-Verify cases.
FOs and SSCCs process changes identified by Self Check just like any other request for a change to an SSN record.
B. The effect Self Check has on N8NN sites
All representatives who handle inquiries on the National 800 number (i.e., Teleservice Representatives (TSRs), SPIKE, the Customer Service Technicians in Wilkes-Barre, PA, and the Division of Earnings Record Operations (DERO)) may receive calls from Self Check users. Since there are no Self Check-specific SSA rules or procedures for handling Self Check cases, follow established procedures for callers who want to update their SSN information. For example, N8NN agents may need to direct the Self Check caller to an SSA office. (See TC 31001.030, Requests for Form SS-5 - Routine.)
C. Contact information for Self Check problems
If a caller or visitor mentions problems with the Self Check process, refer the caller or visitor to the following contacts.
For more information on Self Check,
NOTE: The Self Check “Notice of Mismatch with SSA Records” also contains contact information for the Self Check user.