TN 17 (10-11)

GN 04440.030 Cases Involving Special Notice Options (SNO)

A. Introduction to SNO

For the legal history of SNO for the blind or visually impaired, see NL 01001.005.

B. Identifying SNO cases

Cases with a SNO selection contain a SNO indicator for electronic cases, or a SNO flag for paper cases.

To determine the selector’s SNO preference,

  • view the SNO indicator in the Office of Quality Review (OQR) legacy system or eView, or

  • query the iSNO application from the iMain intranet website.

1. How paper cases are identified

Paper cases include a cover slip (e.g., an SSA-5002 (Report of Contact) or SSA-408 (Route Slip) alerting adjudicators and reviewers that a SNO exists in the file. An SSA-5002 is required in the file to alert adjudicators and reviewers of the SNO.

2. How the SNO indicator appears in eView

If the applicant, beneficiary, recipient, or representative payee makes a SNO selection, eView displays a SNO link in the eView header bar.

If the person did not select a SNO, the SNO link will not display in the eView header bar and the person will receive notices in standard print via first-class mail.

3. How to view the SNO indicator in eView

To see the current SNO selection in eView, click on the “SNO” link in the eView header bar. The “Special Notice Option” page displays the person’s information and current SNO selection.

The SNO selection also displays under the Case Data tab when you select the “Contacts” link. The “SNO” field and description only displays for the person who makes a SNO selection.

The current SNO selection displays in eView each time you launch the application.

4. Where eView displays representative payee information for the SNO

If the representative payee selects a SNO, the information appears in eView by selecting either

  • the “SNO” link in the eView header bar, or

  • the “Case Data” tab under the “Contacts” link.

5. How the SNO indicator appears in the OQR legacy system

If the applicant, beneficiary, recipient, or representative payee makes a SNO selection, the OQR legacy system displays the SNO preference on the Clear tab. If the person did not select a SNO, the SNO fields do not display on the Clear tab.

The SNO selection also appears in the Workload Unit Summary section of the Query report, and in the case header for targeted denial reviews.

You refresh the OQR legacy system SNO indicator with the most current SNO selection each time you open the case.

6. Other places the SNO indicator is displayed

You can query the iSNO application from the iMain intranet website to determine a person’s SNO selection. In addition, you can find SNO indicators on other systems records.

See details:

  • SM 03005.315 Special Notice Option, Title II

  • SM 01601.475 Person Related Data PRSN, Title XVI

  • SM 01601.565 Representative Payee Data REPY, Title XVI

  • SM 01605.005 Identifying Information on the Customer Service Record (CSR) for Visitor Intake Process (VIP)

NOTE: A blind or visually impaired person is not required to make a SNO selection, which will result in the individual receiving a standard print notice by first-class mail.

C. OQR procedures for sending SNO informational letter

When the adjudicating component receipts a claim with a SNO selection, the legacy system automatically generates an informational letter to the individual making the selection. If an individual adds a SNO indicator while the claim remains in the jurisdiction of the adjudicating component, the legacy system generates an informational letter to the individual at that time.

Because an individual can change or add a SNO selection at any time, he or she may add an indicator after the case has left the adjudicating component. If this happens on a sampled case, OQR has the responsibility to generate and mail the informational letter to the individual. OQR must also send the informational letter if the adjudicating component did not send it, or did not document the file to show they sent the letter.

Folder documentation will vary depending upon the legacy system the adjudicating component uses, as noted in the following chart:

Legacy System

Folder Documentation

Cornhusker (Nebraska)

Claim worksheet; copy saved in electronic folder (EF)

Iron Data St. Louis

Claim worksheet; copy may or may not be saved in EF

Iron Data Toronto

None

Midas

Claim worksheet; copy saved in EF

New York

Claim worksheet; copy saved in EF

To determine legacy systems by state, visit http://ods.ssahost.ba.ssa.gov/edib/dds_support/dds_software_map_display.htm .

NOTE: Because there is no folder documentation of the informational letter in Iron Data Toronto States, OQR will assume the adjudicating component sent the letter if the applicant, beneficiary, recipient, or representative payee selected the SNO prior to the adjudicating component’s determination. To determine the date of the SNO selection, query the iSNO application through iMain .

If OQR needs to release an informational letter:

  • Prepare the informational letter using the OQR SNO Information Letter Word template;

  • Date and release the standard print letter by regular mail; and

  • Use DocSend to send the letter to the vendor during the OQR legacy system, clearance process.

The vendor will convert the letter to the selected SNO format and mail it to the individual.

NOTE: The vendor will remediate the imaged notice to the alternate format and in the process will not apply a date or alter the notice content in any way. The remediated notice will be identical in content to the standard print notice. Therefore, for SNO selections Braille, compact disc (CD), large print, and audio CD, the review component must apply the notice release date to the standard print notices that are mailed, and to the electronic copy that is uploaded to the vendor.

D. Handling notice release for blind or visually impaired individuals based on notice preference

Follow the procedure for reviewing, processing, and releasing notices in GN 04440.150 and DI 81030.040.

When releasing a notice with a SNO, the review component will take the following action based on the option selected:

1. Certified mail option

If the SNO is for “Certified Mail” release the notice and send it by certified letter.

2. First-class (regular) mail with a follow-up telephone call option

If the SNO is for “First-class (regular) mail with a follow-up telephone call”

  • For electronic cases – release the notice by regular mail. The Office of Central Operations makes the follow-up telephone call after obtaining a list of denials, cessations, and less than fully favorable notices issued on certified electronic cases through the SNO Telephone application (SNOTEL).

  • For paper cases – release the notice by regular mail and place an SSA-5002 in file notifying the servicing field office (FO) that telephone contact with the visually impaired individual is required five days after release of the notice per NL 01001.110. Send the folder to the FO immediately via courier or overnight mail. No follow up with the FO concerning their telephone call to the visually impaired applicant, beneficiary, recipient, or representative payee is necessary.

NOTE: The review component must not telephone the individual directly.

3. Braille notice option

If the SNO is for Braille

  • For electronic cases – print and release the notice by regular mail.

  • For paper cases – release the standard print notice by regular mail. Scan the dated paper notice and convert it to an electronic document (TIFF).

  • For electronic and paper cases – during the OQR legacy system, clearance process the electronic version of the notice (i.e., eForm, Word document, TIFF) is forwarded to the vendor for conversion to Braille. The vendor mails the Braille notice and enclosures directly to the individual.

4. Data compact disc (CD) option

If the SNO is for CD

  • For electronic cases – print and release the notice by regular mail.

  • For paper cases – release the standard print notice by regular mail. Scan the dated paper notice and convert it to an electronic document (TIFF).

  • For electronic and paper cases – during the OQR legacy system, clearance process, the electronic version of the notice (i.e., eForm, Word document, TIFF) is forwarded to the vendor for conversion to a navigable Microsoft Word document on CD. The vendor mails the CD containing the navigable document and enclosures directly to the individual.

5. Large print (18 point font) option

If the SNO is for large print

  • For electronic cases – print and release the notice by regular mail.

  • For paper cases – release the standard print notice by regular mail. Scan the dated paper notice and convert it to an electronic document (TIFF).

  • For electronic and paper cases – during the OQR legacy system, clearance process the electronic version of the notice (i.e., eForm, Word document, TIFF) is forwarded to the vendor for conversion to large print. The vendor mails the large print notice and enclosures directly to the individual.

6. Audio CD option

If the SNO is for audio CD

  • For electronic cases – print and release the notice by regular mail.

  • For paper cases – release the standard print notice by regular mail. Scan the dated paper notice and convert it to an electronic document (TIFF).

  • For electronic and paper cases – during the OQR legacy system, clearance process, the electronic version of the notice (i.e., eForm, Word document, TIFF) is forwarded to the vendor for conversion to audio CD. The vendor mails the audio CD notice and enclosures directly to the individual.


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0204440030
GN 04440.030 - Cases Involving Special Notice Options (SNO) - 01/28/2014
Batch run: 01/28/2014
Rev:01/28/2014