If the appointment letter is undeliverable, follow the instructions in GN 02605.055B.

Call the centenarian at the telephone number shown on the Master Beneficiary Record (MBR) and take the following steps:

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  If the centenarian answers the phone, inform him or her you are calling to conduct the scheduled telephone interview. If asked to reschedule the interview, do so and inform the centenarian that you will send a letter informing him or her of the new time and date.

  Remind the centenarian of the importance of being available at the time of the scheduled interview.

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  If you reach a voicemail, leave a detailed message that includes your name, the office you are from, that you called for the scheduled appointment, and your office phone number.

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  If the centenarian resides in a nursing home, call the nursing home before suspending benefits to verify the centenarian is alive. If the nursing home alleges the centenarian is alive, begin representative payee development, if necessary. If the nursing home alleges the centenarian is deceased, process the report of death. For instructions on how to process a death report, see GN 02602.540B.

Send a new appointment notice to the centenarian. Allow the centenarian two rescheduled appointments. Include the following language in the appointment letter when scheduling the final (third) appointment:

“We have tried to schedule an appointment with you twice. Each time we rescheduled, you were not available. It is very important that you keep this appointment. If you do not keep this appointment, we may suspend your benefits until we speak with you.”

Add a remark to the Centenarian Project Website worksheet stating the centenarian was not available for the scheduled interview; include any actions taken to contact the centenarian at the time of the interview. Remarks should also include the date and time of the rescheduled appointment.

If the centenarian fails to keep the third appointment, follow instructions in GN 02602.510B.

If you suspend benefits, immediately refer the case to OIG using the Allegation Referral Intake System (ARIS) . Provide as much information as available in ARIS. Annotate the online worksheet that you referred the case to OIG.

We will attempt to contact the centenarian three times.

Send the first letter and allow 2 weeks for the centenarian to respond before sending a follow-up request.

NOTE: If the centenarian resides in a nursing home, call the nursing home before suspending benefits to verify the centenarian is alive.

If the nursing home alleges the:

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  centenarian is alive, begin representative payee development, if necessary; or

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  centenarian is deceased, process the report of death. (For instructions on how to process a death report, see GN 02602.540B.).

Include the following language in the letter when sending the final (third) request:

“We have tried to contact you twice. It is very important that you respond to this letter. If you do not respond within two weeks we may suspend your benefits until we speak with you.”

Add a remark to the Centenarian Project Website documenting your attempts to contact the centenarian. Include the dates of each contact and the method of attempted contact (telephone, mail).

If the centenarian fails to respond to the third request, follow procedures in GN 02602.510B.4.

If you suspend benefits, immediately refer the case to OIG using ARIS. Provide as much information as available in ARIS. Annotate the online worksheet that you referred the case to OIG.