We use the iSNO application to record and query a person’s requested SNO. We also use the iSNO application to record and update the telephone number when the chosen option is a follow-up telephone call.

You can view screen reproductions for the iSNO application at ApPages .

The iSNO application automatically appears as a mini-path in any application (e.g. MCS, MSSICS, RPS) when you answer Yes (Y) to the question “ADD OR UPDATE NOTICE OPTION DUE TO VISUAL IMPAIRMENT (Y/N).” Social Security Administration (SSA) and Disability Determination Services (DDS) employees can also access the iSNO application through:

• •

  the iMain Special Notice Option (SNO) Intranet application, which is accessed through the SSA Web Index Page iMain,

• •

  Case Processing and Management Systems (CPMS),

• •

  Appeal Review Processing System (ARPS), and

• •

  Customer Help and Information Program (CHIP).

Follow these steps to process a person’s request.

1. 1. 

   Access iSNO through the iMain;

2. 2. 

   On the “Authenticate a Client” screen, input the person’s Social Security number (SSN), date of birth, and name. Then select the “NEXT” button;

3. 3. 

   If the authentication passes, go to step 4. If the authentication fails, you will receive an edit message explaining that the identifying information does not match our records. The possible edit messages are:

   • •

     Authentication Failure: The Date of Birth you entered does not match SSA records;

   • •

     Authentication Failure: The SSN you entered cannot complete this action;

   • •

     Authentication Failure: The First Name does not match SSA records;

   • •

     Authentication Failure: The Last Name does not match SSA records;

   • •

     Authentication Failure: The SSN does not match SSA records;

   • •

     Authentication Failure: Death indicator found for this SSN; or

   • •

     Authentication Failure: We cannot process your request at this time;

   Follow this chart to resolve the edit message:

   Component	Action
   Disability Determination Services	• Advise the person that we are unable to process their request because the information provided does not match our records. Explain that we need documentation to correct the record and someone from the field office (FO) will contact them if needed. • Use the appropriate system (e.g., Alerts and Messages in eView) to send a message to the appropriate FO. Annotate the message “Special Notice Option” and provide the person’s SSN, name, date of birth, address, telephone number, and reason for referral. Provide the FO with the edit message that you received. • STOP.
   • National 800 Number Network (Teleservice Center (TC) and Workload Support Unit (WSU) Employees) • Disability Processing Branch • Processing Center • Disability Processing Unit • Office of Hearings Operations (OHO) • Office of Medical Assistance (OMA) • Office of Quality Review (OQR)	• Query the Numident with the SSN provided and follow normal procedures for verifying identifying information that requires confirmation prior to granting the person access to SSA records. NOTE: The iSNO application checks the Master Beneficiary Record (MBR), Supplemental Security Record (SSR), and Numident. For authentication to fail, the information given must not match any of these three records. • Advise the person that we are unable to process their request because the information provided does not match our records. Explain that we need documentation to correct the record and someone from the FO will contact them if needed. • Send a Modernized Development Worksheet (MDW) message to the servicing FO. Annotate the message “Special Notice Option” and provide the person’s SSN, name, date of birth, address, telephone number, and reason for referral. Provide the FO with the edit message that you received. • STOP
   Field Office (FO)	• Query the Numident with the SSN provided and follow normal procedures for verifying identifying information that we must confirm prior to granting access to SSA records. NOTE: The iSNO application checks the MBR, SSR, and Numident. For authentication to fail, the information given must not match any of the three records. • Advise the person that we are unable to process their request because the information provided does not match our records and we need documentation to correct the record. • Follow existing procedures to correct the record(s). • After the record is updated (which may be overnight) return to step 1 to authenticate the person and process the request.

4. 4. 

   On the “Select Option” screen, take the following actions:

   1. a. 

      Review the “Client History” box that contains the 10 most recent SNO chosen. It may also contain a count of accommodation requests, a button that opens the history of all accommodation requests, and an alert notifying the user of a pending accommodation request.

      NOTE: You cannot enter a new accommodation request if a previous request is still pending. At the recipient’s request, you can cancel a pending accommodation request in order to enter a new request;

   2. b. 

      Enter the person’s telephone number if required. The telephone number is always required if the person selects the first-class mail with follow-up telephone call option or requests an additional accommodation;

   3. c. 

      For the choice “Please select how the client would like to receive notices from Social Security in the future,” select the appropriate radio button if the person selects one of the seven automatically approved options:

      • •

        Standard print notices sent by first class mail,

      • •

        Standard print notices sent by certified mail,

      • •

        Standard print notices sent by first class mail and a follow-up telephone call within 5 business days to read the client the notice,

      • •

        Standard print notices and Braille notices sent by first class mail,

      • •

        Standard print notices and data compact discs (CDs) that contain a Microsoft Word file sent by first class mail,

      • •

        Standard print notices and audio compact discs (CDs) that contain a voice recording of the notice sent by first-class mail,

      • •

        Standard print notices and large print (18-point font) notices sent by first-class mail;

   4. d. 

      If the person prefers an accommodation other than the seven automatically approved options (e.g. large print in font sizes other than 18 point font or by email):

      • •

        Explain that SSA must first consider the request and that we will ask the person to explain in detail why they cannot use each of the automatically approved options. Inform the person that they must select one of the seven automatically approved options while we consider their request for the additional accommodation;

      • •

        Select the automatically approved option requested; and

      • •

        Also select the box “The client requests an Additional Accommodation (More information will be entered on the next screen)” Do not select this box if the person requests one of the seven automatically approved options listed in step NL 01001.020C.4.c. in this section;

   5. e. 

      Complete the question “How did you receive this client’s information?” using the drop down menu. The choices are Field Office, National 800 Number (TSCs), Regional Office, Central Office, Processing Center, OCO, OHO, OAO, WBDOC, DPB, DPU, OQR, DDS, and OMA;

   6. f. 

      If the person would like an email confirmation, request the email address and enter it in the two fields provided; and

   7. g. 

      Select the “NEXT” button:

      • •

        If you did not select the box “The client requests an Additional Accommodation (More information will be entered on the next screen)” and you accessed the iSNO application through an application mini-path, the iSNO application closes. If you accessed the iSNO application through iMain, CPMS, ARPS, or CHIP, the “NEXT” button takes you to the “Summary” screen.

      • •

        If you selected the box “The client requests an Additional Accommodation (More information will be entered on the next screen),” the iSNO application continues to the “Additional Accommodation Information” screen.

5. 5. 

   On the “Additional Accommodation Information” screen, take the following actions:

   1. a. 

      Enter the person’s telephone number. If you entered a telephone number on the previous “Select Option” screen, it is automatically propagated here;

   2. b. 

      Enter the person’s mailing address. An address is mandatory because we notify the person in writing about our decision on their request;

   3. c. 

      Enter the disabling condition that causes the person to request an accommodation in the box “Condition (disability or impairment).” This field is mandatory. Explain that we are required to make certain accommodations for persons with disabilities. To receive an accommodation under the Rehabilitation Act, the person must assert that they have blindness or a visual impairment;

   4. d. 

      Complete the boxes that address each of the accommodations SSA offers. Answering each of these questions is mandatory. This information is critical for SSA to decide the request. Ask the person to explain why each of the automatically granted accommodations we offer is not an effective means of communication for them. For example,

      • •

        A Braille notice is not an effective means of communication because they do not read Braille;

      • •

        A data CD is not an effective means of communication because they do not have a computer; or

      • •

        An audio CD is not an effective means of communication because they do not have a CD player.

        Record the person’s explanation in their own words for each of the automatically approved accommodations. It is important to collect as much information as possible from the person and not simply indicate that the person “is blind.” For example, if a person requests extra-large print, ask him what font size he can read.

        NOTE: You must type a response for each box. If the person does not want to provide an answer, enter “client will not provide an answer.” Do not enter “not applicable” or “N/A”.

   5. e. 

      Ask the person which notice format they prefer and enter it in the “What is the accommodation (notice format) that you prefer?” box;

   6. f. 

      Ask the person to select an additional alternative format in case we cannot grant the first requested accommodation. Enter the response in the “If the first accommodation cannot be granted, are there any alternative formats that will work for you?” box;

   7. g. 

      Select the “NEXT” button:

      • •

        If you accessed the iSNO application through an application mini-path, the iSNO application closes.

      • •

        If you accessed the iSNO application through iMain, CPMS, ARPS, or CHIP, the “NEXT” button takes you to the “Summary” screen;

   8. h. 

      On the “Summary” screen, confirm with the person the previously entered information. If you need to make a correction, select the “BACK” button and change the information;

   9. i. 

      Select the “NEXT” button if the information is correct; and

   10. j. 

       Advise the person that we processed the request regarding their preferred method for receiving notices and other communications from us. If the person selected an additional accommodation, explain that we will consider the request and inform them of our decision in writing within 45 days. OGC will send approval letters in the person’s preferred format and denial letters in large print (18-point font).

   NOTE: If the person does not receive a decision within 45 days, refer the request to your supervisor, who will send a follow-up request to the Regional SNO Coordinator via email. Include the person’s name, SSN, and date of the original request

If another component is unable to process the SNO request due to authentication failure and sends a referral to the FO, the FO should contact the person with blindness or visual impairment and handle the request per the FO procedures in the chart in NL 01001.020C.3. in this section.

In cases where there is no certified electronic file, you must prepare additional documentation of a person’s SNO. Take the following actions:

1. 1. 

   Enter the person’s preferred format into the iSNO application;

2. 2. 

   Complete a SSA-5002 (Report of Contact) to include with the non-electronic (paper) file. The SSA-5002 should include all the information required by the iSNO application; and

3. 3. 

   SSA components fax the completed SSA-5002 into the Non-Disability Repository for Evidentiary Documents (NDRED). DDS components place the SSA-5002 in the orange section of the Modular Disability Folder (MDF).

iSNO does not have an “update” feature. To update a telephone number in iSNO, you must enter a new SNO selection of “Standard print notices sent by first class mail and a follow-up telephone call within five business days to read the client the notice” with the new telephone number, as shown in NL 01001.020C in this section.