TN 48 (12-98)

GN 00204.011 Use of Telephone Answering Machine Messages (TRUs) to Establish Protective Filings

A. Policy - title II

A recorded telephone message indicating an intent to file for title II benefits may be treated as a protective writing if:

  • An application is subsequently filed; and

  • The date of the recorded message is material to entitlement or additional benefits.

B. Policy - title XVI

A recorded message about SSI benefits for a specific person may be an SSI oral inquiry. See SI 00601.025 for the policy requirements.

C. Procedure

1. Documentation requirements

  1. If the recorded message meets the criteria of a protective filing, document the claims file to show:

    • the filing date is based on a recorded telephone message;

    • the date the claimant left the message; and

    • the name of the SSA employee who received and transcribed the message.

  2. Record the information on a report of contact or a protective filing document (e.g., Leads/Protective Filing screen, SSA-2514 (Record of Claimant's Intent to File) (or its electronic equivalent), etc,) when a protective writing is being established. If the Leads/Protective Filing Worksheet is used, enter the annotation “Telephone Responses Unit (TRU) message (date)” in the remarks section.

2. Closeout

  1. Generally, for title II, if a claim isnot filed, TRU messages constitute leads only and no formal closeout under GN 00204.012 is necessary for leads. However, when an intent to file for title II benefits is clearly expressed in the TRU messages, these messages may also be protective writings, so formal closeout procedures apply in this situation.

NOTE: The mere presence of certain MCS screens and documentation forms (e.g., protective filing screens, SSA-2514 (Record of Claimant's Intent to File) (or its electronic equivalent), Report of Contact, etc., constitutes protective writings which must be closed out (see GN 00204.012).

  1. For title XVI, the protective filing must be closed out by the filing of an application or by issuing a closeout notice to the proper applicant. (See SI 00601.035 through SI 00601.040 for title XVI notice requirements.)


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0200204011
GN 00204.011 - Use of Telephone Answering Machine Messages (TRUs) to Establish Protective Filings - 06/07/2013
Batch run: 06/07/2013
Rev:06/07/2013