Our policy is to provide meaningful access to all of our programs, provide sensitive service to all individuals, and treat each individual with dignity and respect. When interviewing individuals with claims involving same-sex relationships, follow the interviewing guidelines found in GN 00203.000.

Be mindful to do the following:

• •

  Protect the confidentiality of each individual.

• •

  Always treat the individual with dignity and respect.

• •

  Be aware that the individual's relationship is a personal matter. You should inquire about the relationship only if necessary for claims filing or adjudication purposes.

• •

  Ask only questions that are necessary to complete the transaction.

• •

  Use sex-neutral terms to refer to relationships. For example, use spouse instead of husband or wife. Use parent instead of mother or father.

Advise callers that we are accepting claims and encourage anyone who believes that they may be entitled to or eligible for benefits to apply.

Follow the instructions to create initial claims appointments or referrals, see TC 10010.020 and TC 10001.070. Use the REMARKS field on the Leads Protective Filing Information (LPFI) screen to:

• •

  provide the FO with any special information about the appointment or referral; and

• •

  annotate “626 case” to alert the FO about the potential entitlement or eligibility.

Follow the instructions to establish post-entitlement or non-claims appointments when appropriate, see TC 04005.000. Use the REMARKS field on the Post Entitlement Appointment Information (PEAI) screen to:

• •

  provide the FO any special information about the appointment or referral; and

• •

  annotate “626 case” to alert the FO about the potential entitlement or eligibility.

• •

  TC 10010.020 General Rules for Referrals and Appointments

• •

  TC 10001.070 Actions to Take After Screening

• •

  TC 04005.000 PE/NON- Claims Appointment