TN 19 (05-07)

GN 01070.240 Making The OPTEL Referral To The PC

A. Policy for use Of FO OPTEL to the PC

The FO should never routinely input to the Debt Management System (DMS) in advance of an OPTEL call. The issue should be discussed with the PC technician who will determine whether DMS input is appropriate. If input was made prior to the call, the PC technician will be alerted to this fact.

B. Instructions for placing An OPTEL

1. Who to call

Call the BTE in ODO, or a debt specialist in the DMS in the PC provided that the inquiry:

  • involves no more than two overpaid beneficiaries; or

  • involves more than two, but they are each overpaid for the same month(s) and reason(s).

2. Call guidelines

  • Refer to DOORS to obtain the PC's telephone number.

  • If the person who is responsible for the folder is not available, request to speak to the designated backup.

  • See chart in GN 01070.245 for SSN jurisdictions for the processing centers.

C. Follow-Up Timeframes

1. Guidelines for follow-Up timeframes

  • Always advise the requesting office when there will be delays so a decision can be made regarding alternative development sources, if necessary.

  • Discuss follow-up dates with the requesting office to avoid any misunderstanding in the future. If the follow-up date falls on a weekend or other non-work day, use the first work day thereafter.

  • If a request cannot be answered within the prescribed follow-up timeframe, notify the requesting office and explain the problem and the anticipated response date.

    NOTE: The requesting office should extend the follow-up time- frame only if the reasons for the delay are outside of the control of the assisting office.

  • Control the telephone development request according to local management practice.

2. Examples Of timeframe charts

The following charts demonstrate timelines for following up on high priority, OPTEL and routine requests:

Acronym 

Description 

 Acronym

Description 

AAA

Area Administrative Assistant

DPBC

Deputy Process Branch Chief

AD

Area Director

DPBM

Deputy Process Branch Manager

ADM

Assistant District Manager

DPSM

Deputy Process Section Manager

AMM

Assistant Module Manager

DM

District Manager

BA/BTE

Benefit Authorizer

MM

Module Manager

BM

Branch Manager

OO

Operations Officer

CA/CTE

Claims Authorizer

OS

Operations Supervisor

CCRE

Check Claims and Recovery Examiner

SR

Service Representative

CR

Claims Representative

TSM

Technical Staff Manager

a. FO And PC high priority requests To PC*

Follow-up

Who Calls

To Whom

When

First

CR, CA, or BA/BTE

CA/CTE or BA/BTE
(if applicable)

5 calendar days after initial request

Second

OS or AMM

AMM or TSM

5 calendar days after 1st F/U**

Third

DM, ADM, BM,
OO or MM

MM

5 calendar days after 2nd F/U

Fourth

AD, AAA, DPSM or DPBM, DPBC

DPSM, DPBM or DPBC

5 calendar days after 3rd F/U

* For list of FO High Priority situations see GN 01070.200B.
  For list of PC High Priority situations see GN 01070.400B.

** If folder in PC location and has not been located at this point, and payment is due for the current month or the following month, see GN 01070.222.

b. FO and PC high priority requests to FO*

Follow-up

Who Calls

To Whom

When

First

CA/CTE, CR, or SR

CR, SR

20 calendar days after initial request

Second

OS, AMM or TSM

OS

10 calendar days after 1st F/U

Third

DM, ADM, BM,
OO, or MM

DM, ADM,
BM, or OO

15 calendar days after 2nd F/U

Fourth

AD, AAA
 
DPBM, DPSM,
DPBC

DM
 
AD or AAA

15 calendar days after 3rd F/U

* For list of FO High Priority situations see GN 01070.200B.

   For list of PC High Priority situations see GN 01070.400B.

c. OPTEL contacts

If OPTEL Response Not Received
Within. . .

Who Calls

To Whom

When

30 calendar days or the folder was originally unavailable for review and the expected date of availability has been reached

DO Technician

PC Technician

10 calendar days*

10 calendar days of previous follow-up

OS

AMM or TSM

15 calendar days

15 calendar days of previous follow-up

DM, BM, ADM
or OO

MM

15 calendar days

15 calendar days of previous follow-up

AD or AAA

ARC, Programs

 

*If the follow-up contact reveals the folder is unavailable for review, diary for the date the folder is expected to be available for resolution of the inquiry.

d. FO and PC routine requests to FO*

Follow-up

Who Calls

To Whom

When

First**

CR, SR, CA, BA or CCRE

CR or SR

60 calendar days after initial request

Second**

OS, AMM or TSM

OS

30 calendar days after 1st F/U

Third***

DM, ADM, BM,
OO or MM

DM, ADM, BM
or OO

30 calendar days after 2nd F/U

Fourth***

AD or AAA
 
DPBM, DPSM or DPBC

DM
 
AD OR AAA

30 calendar days after 3rd F/U

* For FO routine requests see GN 01070.205.

   For PC routine requests see GN 01070.400B.

** Contact is made by mail.

***Contact is made by telephone.


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0201070240
GN 01070.240 - Making The OPTEL Referral To The PC - 02/18/2014
Batch run: 02/18/2014
Rev:02/18/2014