HI 00930.070 Problem Case Followup Procedures

A. Do Referral to Processing Center (PC)

  • SITUATIONS:

    (1) No final or interim reply received within 30 working days; or (2) MBR is still incorrect 30 working days after date PC took corrective action.

    ACTION:

    Send pink DO Followup copy back to the PC. If the PC had advised that corrective action was taken but the MBR is still incorrect, indicate in "Correction Needed" block that PC reply was received but MBR is still wrong. Include current query reply. Allow an additional 30 working days for the followup to be processed.

B. DO Referral to BSS

  • SITUATIONS:

    (1) No final or interim reply is received within 30 working days; or (2) HI record is still incorrect after date BSS notifies it has been corrected.

    ACTION:

    Send pink DO Followup copy back to BSS. If BSS previously advised that corrective action was taken and the HI record is still incorrect, indicate in "Correction Needed" block that BSS reply was received but HI record is still wrong. Include current query reply. Allow an additional 30 working days for the followup to be processed.

C. Misrouted CMS-2178"s

  • SITUATION:

    Interim reply indicates case was misrouted and has been referred to proper component (PC or BSS).

    ACTION:

    Allow 30 working days from the date of the interim reply for the proper component to take action on the CMS-2178. If no reply from the component to which the form was referred is received within this timeframe, send the pink DO Followup Copy. Allow an additional 30 working days for the followup to be processed.

D. Followup with CMS, Associate Regional Administrator for Program Operations

If an interim or final reply is not received within 30 working days of a followup made in accordance with (A), (B) or (C) above, or if the problem is not corrected within 90 calendar days of the initial DO referral, refer the problem by memorandum to CMS, Associate Regional Administrator for Program Operations.

In the memorandum, outline the nature of the problem and DO action taken to correct it. Attach copies of all pertinent material, i.e., SSA-250, CMS-2178, processing center or BSS/CMS replies, as well as a current combined query reply.

NOTE: A current HI/MBR Status Query (HMQ) is one received in the DO no earlier than 10 working days prior to the date of referral to the CMS Regional Office.

The addresses for the CMS, Associate Regional Administrator for Program Operations in each region are:

  1. John F. Kennedy Federal Bldg.
    Room 1301
    Boston, MA 02203
  2. 26 Federal Plaza
    Room 38-130
    New York, NY 10007
  3. Public Ledger Building, Suite 216
    150 South Independence Mall West
    Philadelphia, PA 19106
  4. 101 Marietta Street
    Suite 702
    Atlanta, GA. 30323
  5. 233 North Michigan Avenue
    Suite 600
     Chicago, IL 60601
  6. CMS
    Beneficiary Services Branch
    1301 Young St. Room 833
    Dallas, TX 75202
  7. New Federal Office Bldg.
    601 East 12th Street
    Room 225
    Kansas City, MO 64106
  8. Social Security Administration
    Denver Regional Office
    1001 17th Street
    Denver, CO 80202
  9. 100 Van Ness Avenue
    20th Floor
    San Francisco, CA 94102
  10. 2901 Third Avenue
    Mail Stop 407
    Seattle, WA. 98121

To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0600930070
HI 00930.070 - Problem Case Followup Procedures - 06/03/2011
Batch run: 06/03/2011
Rev:06/03/2011