Program Operations Manual System (POMS)
TN 1 (04-86)
The following processing steps will be followed:
Establish an active control card as soon as the call or report of the call is received.
Prepare written documentation of the telephone call (i.e., a summary of what was discussed).
Immediately key the social security number into the Case Control System and if the
folder is in a modular operation, place a “B Hold” on the folder and initiate an immediate search. The system should be checked periodically
to make sure that the folder is delivered.
If the Case Control System indicates that the folder is not in process (NCIP), search
the merged files while the caller is on the phone.
If the folder is not obtained on the initial search and the situation is such that
a payment can be made without the folder, prepare a red dummy folder based on available
Accomplish payment or other necessary action without delay. In the case of calls from
members of Congress, the ORC, or OPI, handcarry the folders through processing and
have them returned to the Staff so that a final reply to the inquiry can be made.
If the case has already been batched but is not in a computer run, remove the folder
for a CPS payment, if applicable. If CPS cannot be used, prepare a manual one-check-only
A-payment. If the case is in a computer run and output is being awaited, attach a
“critical” flag to the folder. Upon receipt of the computer output or computer exception, immediately
handcarry the folder to the Inquiries Staff for appropriate action. The caller should
be advised of the status.
If it initially appears there will be delay in answering inquiries from members of
Congress, ORC, or OPI, furnish the reason for delay immediately as well as a description
of the actions being taken to expedite processing. Status reports should be made,
as appropriate, so that the inquirer will have an up-to-date record on the progress
being made on the case in question.
Annotate all actions on the active control card. When final action is taken, file
the card in the central card file.