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