Telephone calls received by the Exceptions surance and Inquiries Examiner will usually
be of a sensitive nature when initiated from an SSA entity or other Government agency.
Other calls of a less sensitive nature but which pertain to problems on individual
cases may also be received. These must be handled as promptly as possible but not
at the expense of the truly sensitive inquiries. Determine the urgency of the issue
from the caller and assign priorities on that basis. Telephone calls from the public
or their representatives which are received by the Inquiry and Expediting Staff and
which pertain to a critical or sensitive HI/SMI issue will also be referred to the
Exceptions and Inquiries Examiner (on a written report) for control in resolving the
Telephone calls from OURV Critical Case Specialists, the Office of Public Inquiries,
and any other Central Office component must be given priority attention. When a HI/SMI
situation has reached the point that the SSA Central Office must get involved, it
is usually because a beneficiary has not been able to obtain a satisfactory solution
from a local district office or program service center. The service the beneficiary
or representative receives at this point will no doubt leave a lasting impression
of the Social Security Administration.
The following processing steps must be followed:
A “phone call record of critical HI/SMI issue” (see HI 00825.905 at the end of this subchapter) should be completed in duplicate. If action other
than that by the Exceptions and Inquiries Examiner is required, attach the original
phone call record to the claims folder and maintain the duplicate in a control file
for return of the claims folder within 3 days.
Social Security numbers for normally sensitive inquiries should be accumulated and
once or twice each day the Records Analysis Clerk should be requested to obtain and
deliver the claims folder immediately. If any folder is not available in the merged
files, a priority hold should immediately be placed on the folder using the RSI Case
If the caller states that the case involved is of an extremely critical nature and
must have information immediately, obtain the desired folder at once. If the folder
is not in the merged files, request the Records Analysis Clerk to place a priority
hold on the folder using the RSI Case Control System. This procedure must always be used for all calls from the OURV Critical Case Specialist
or the Office of Public Inquiries at Central Office. If there will be any delay in answering an extremely critical case, immediately furnish
the reason for the delay to the caller.
All phone call inquiries which can be processed by the Exceptions and Inquiries Examiner
should have all actions completed within 1 day of receipt of the call. Control any
phone inquiry requiring processing outside of the module for return in 3 days. If
not returned within this time frame, query the RSI Case Control System and call the
location of the folder requesting a special search and immediate processing. If immediate
processing is not possible due to development, etc., determine when the action is
expected to be completed and follow up at that time.
After all actions have been completed, file the original telephone report in the folder
and destroy the duplicate report.