TN 25 (12-15)

GN 01070.440 Follow-Up Timeframes

A. Overview of follow-up guidelines

  • Receiving field offices (FO) and processing centers (PC) should advise the requester when there would be delays so that alternative development sources can be discussed, if necessary.

  • Discuss follow-up dates with the FO or PC to avoid any future misunderstanding. If the follow-up date falls on a weekend or other non-work day, use the next workday.

  • If a request cannot be answered within the prescribed follow-up timeframe, notify the FO or PC via telephone or email. This two-way communication will help prevent multiple requests.

B. Glossary of Terms

AcronymJob Position

AD/DAD

Area Director/Deputy Area Director

SM

TSC Section Manager

DM/AD

District Manager/Assistant District Manager

OS

Operations Supervisor

US

TSC Unit Supervisor

CR/SR

Claims Representative/Service Representative

OM/DD

Operations Manager/Division Director

MM

Module Manager

AMM

Assistant Module Manager

CA/CTE

Claims Authorizer/Claims Technical Examiner

BA/BTE

Benefit Authorizer/Benefit Technical Examiner

C. PC/TSC to FO

1. Routine requests

Follow-upRequesterRecipientWhen

First

CA/CTE, BA/BTE

CR/SR

60 calendar days after initial request

Second

CA/CTE

CR/SR

30 calendar days after 1st F/U

Third

AMM, MM

DM, ADM

30 calendar days after 2nd F/U

Fourth

OM

DM

30 calendar days after 3rd F/U

2. High priority requests

Follow-upRequesterRecipientWhen

First

CA/CTE

CR/SR

20 calendar days after initial request

Second

AMM

OS

10 calendar days after 1st F/U

Third

MM

DM, ADM

15 calendar days after 2nd F/U

Fourth

OM

DM, AD

15 calendar days after 3rd F/U

3. Manager to Manager

NOTE: Only send follow-up requests if there has been no communication after the first request.

Follow-upRequesterRecipientWhen

First

AMM, MM, US

DM, ADM

5 business days after initial request

Second

AMM, MM, US

DM, ADM

3 business days after 1st F/U

Third

OM, SM

AD, DAD

2 business days after 2nd F/U

D. FO/TSC to PC

1. Routine requests

Follow-upRequesterRecipientWhen

First

CR/SR

CA/CTE, BA/BTE

60 calendar days after initial request

Second

CR/SR

CA/CTE

30 calendar days after 1st F/U

Third

DM, ADM

AMM, MM

30 calendar days after 2nd F/U

Fourth

DM

OM

30 calendar days after 3rd F/U

2. High priority requests

Follow-upRequesterRecipientWhen

First

CR, SR

CA/CTE

20 calendar days after initial request

Second

OS

AMM

10 calendar days after 1st F/U

Third

DM, ADM

MM

15 calendar days after 2nd F/U

Fourth

DM, AD

OM

15 calendar days after 3rd F/U

3. Manager to Manager

NOTE: Only send follow-up requests if there has been no communication after the first request. Query PCACS Query PCACS or Paperless Read Only Query System (PPL ROQS) for an active REQ/EMFO TOEL that shows the PC is working on the request. REQ/EMFO TOEL that shows the PC is working on the request.

Follow-upRequesterRecipientWhen

First

DM, ADM, US

AMM, MM

5 business days after initial request

Second

DM, ADM, US

AMM,MM

3 business days after 1st F/U

Third

AD, DAD, SM

OM

2 business days after 2nd F/U

E. Reference

GN 01070.228 Modes of Requesting Assistance


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0201070440
GN 01070.440 - Follow-Up Timeframes - 03/02/2016
Batch run: 03/02/2016
Rev:03/02/2016