TN 19 (05-07)
GN 01070.800 Office Of Central Operations (OCO) – Office Of Earnings Operation (OEO) Division Of Earnings Records Operations (DERO) Direct Contact
A. Overview of OEO direct contact
The OEO direct contact procedure permits OEO personnel to contact the public directly by either telephone or mail to obtain needed information in certain preclaims situations. This allows OEO to process scrambled earnings discrepancy (SWED) cases, disagreements, earnings statements, certification, etc., with minimal field involvement. The FOs will still furnish new SSNs when necessary.
B. Policy use of direct contact
1. Before using DIRCON
DIRCON procedure is not used until the following in-house information systems have been checked:
An updated DEQY to determine if the earnings record has been corrected, or to check for employer identification number (EIN).
The Suspense File to see if wages were filed there because of a clerical reporting error.
2. When to use
DIRCON is used when the client has submitted a written, signed request to SSA to correct his/her earnings record, and
Incomplete information has been received, or
Statements require clarification, and
Required evidence/information is most likely available during the course of a call or can be readily obtained.
The information will be obtained via DIRCON unless a face-to-face contact is needed. The general, but simple, rule is that OEO employees will not refer development to the field office unless the field office can provide a service or access information that OEO cannot.
C. Policy for client contact
1. When to contact client
A client has initiated request for correction, or
A system-generated alert identifies a problem, such as posted earnings after death.
If the client has appointed a representative, all contacts should be made through the representative. (See GN 01070.330).
D. Policy for third party contact
Do not contact third party sources without the client’s authorization.