Effective Dates: 08/14/2023 - Present Previous | Next

TN 54 (08-23)

GN 01070.800 Office Of Central Operations (OCO) – Office of Earnings and International Operations (OEIO) Division of Earnings and Business Services (DEBS) - Direct Contact

A. Overview of OEIO direct contact

The OEIO direct contact procedure permits OEIO/DEBS personnel to contact the public directly by either telephone or mail to obtain needed information in certain preclaims situations. This allows OEIO/DEBS to process scrambled wage 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

  1. a. 

    DIRCON is used when the client has submitted a written, signed request to SSA to correct their 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.

  2. b. 

    The information will be obtained via DIRCON unless a face-to-face contact is needed. The general, but simple, rule is that OEIO/DEBS employees will not refer development to the field office unless the field office can provide a service or access information that OEIO cannot.

C. Policy for client contact

1. When to contact client

  1. a. 

    A client has initiated request for correction, or

  2. b. 

    A system-generated alert identifies a problem, such as posted earnings after death.

2. Representative

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.

To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0201070800
GN 01070.800 - Office Of Central Operations (OCO) – Office of Earnings and International Operations (OEIO) Division of Earnings and Business Services (DEBS) - Direct Contact - 08/14/2023
Batch run: 08/14/2023
Rev:08/14/2023