If the representative requests that we contact the claimant about a pending case (i.e., claim, matter, or issue), take the following actions before contacting the claimant:

1. a. 

   Document the request in a Report of Contact (RPOC) in the Modernized Claims System (MCS) or a Report of Contact (DROC) in the Consolidated Claims Experience (CCE).

   NOTE: Technicians must also complete a report of contact in the Registration, Appointment, and Services for Representatives (RASR) application. Manually document the representative's request using the appropriate screens in the MCS or CCE, because RASR does not automatically update information in those systems.

2. b. 

   Complete an update after transfer (UAT) in the Electronic Data Collection System (EDCS) under Other Updates and provide details to alert the DDS or Disability Adjudication (DA) to the representative's request.

3. c. 

   For electronic cases:

   1. 1. 

      Use EDCS to enter the report of contact in the certified electronic folder (CEF).

   2. 2. 

      Add the following Message: "Representative Involved - prefers direct contact with the claimant." For information on Alerts and Messages, see DI 81005.040.

4. d. 

   For paper cases, forward the report of contact to the appropriate component.

After completing a. through d., you may contact the claimant directly in this pending case. Document your contact with the claimant accordingly (e.g., with a report of contact) and send a copy of that documentation to the principal representative.

Some post-entitlement or post-eligibility (PE) matters fall within this chapter's definition of a pending case (see GN 03910.001B). If the representative requests we contact the claimant directly in a PE matter that is part of a pending case, take the actions described in GN 03910.050B.1.

If the representative requests we contact the claimant directly in a PE matter that is part of a non-pending case, take the following actions before contacting the claimant:

1. a. 

   Complete Form SSA-5002 (Report of Contact) or document the report of contact screen in CCE cases, indicating that the representative has requested we contact the claimant directly and specifying the PE issue the representative is handling.

2. b. 

   Document the Special Message field of the Master Beneficiary Record (MBR) or Supplemental Security Income Record Display (SSIRD), indicating that the representative has requested we contact the claimant directly and specifying the PE issue the representative is handling.

3. c. 

   For electronic disability cases, use EDCS to enter the report of contact in the CEF.

4. d. 

   For electronic non-disability and paper cases, fax a copy of the report of contact into the Evidence Portal (EP), as appropriate.

After completing steps a. through d., you may contact the claimant directly in the PE matter. Document your contact with the claimant accordingly (e.g., with a report of contact) and send a copy of that documentation to the principal representative.

If a represented claimant elects to receive notices by first class mail with a follow-up telephone call from us to read the notices to him or her, call them directly within five (5) business days of the date of the notice and assist the claimant with any notice-related questions they may have.

For more information on cases involving SNO, see NL 01001.000.

We send all notices relating to a case to the claimant and their principal representative, as appropriate. For information about the principal representative’s responsibility to keep other representatives informed, refer to GN 03910.040C.

While we send all claim notices to both the claimant and the principal representative, there are notices that we will also send to each appointed representative or to a representative and the representative’s affiliated entity.

For example:

• •

  We send notices related to a fee agreement to the principal representative and the claimant, but we send notices relating to a fee authorization under the fee petition process to each representative who submitted a fee petition, copying the claimant on each notice.

• •

  If an appointed representative has affiliated with an entity and has properly assigned to that entity direct payment of any fee we authorize, we send any fee-related notices to the entity’s point of contact, copying the claimant.

There are also notices that we send only to the representative or the representative’s affiliated entity. These include notices to recover unauthorized fees or to correct erroneous direct payments.

For more information on:

• •

  Fee petition processing notices and model notices, refer to GN 03905.075 - GN 03905.085 and GN 03930.055 - GN 03930.075;

• •

  Fee agreement notices, refer to GN 03940.055 - GN 03940.085.

• •

  Assignment of direct payment, refer to GN 03910.040A and GN 03920.021.

• •

  Excess fee payment to entities notices refer to GN 03905.095.