NL 01001.410 Responding to Requests to Read Notices to the Blind or Visually Impaired
The instructions in this section apply to unsolicited requests to read a notice. These instructions do not apply to follow-up phone calls made for the special notice option of “Standard Print Notice by First Class Mail and a Follow-up Telephone Call.” For those instructions, see NL 01001.110 Procedure for First Class Mail and a Follow-up Telephone Call Special Notice Option for the Blind or Visually Impaired
A. How do I respond to a request to read a notice?
If a person contacts SSA and asks you to read or explain a notice, follow disclosure procedures in GN 03380.010 Verifying Identity of Persons requesting Disclosure of Personally Identifiable Information.
If you can disclose the notice information to the person:
read or explain the notice to the person as requested; and
NOTE: You can access copies of most notices electronically, i.e., through the Online Retrieval System (ORS) or eView. If the notice is not available online, National 800 Number Network (N8NN) agents may send a Modernized Development Worksheet referral for title II, title XVI non-MSSICS (Modernized Supplemental Security Income Claims System), or concurrent title II and title XVI cases, or MSSICS DW01(for MSSICS cases) to the servicing field office to request the notice be read.
verify that the person’s record accurately reflects the current special notice option. If not, take action to correct the record(s) per NL 01001.020, How to Access and Complete the Intranet Special Notice Option (iSNO) Application.
If identity or disclosure requirements are not met, handle the interview like any other request for information from a person’s record.
B. How do I respond to a request to read a publication that was enclosed with a notice?
If a blind or visually impaired person asks you to read a publication that was enclosed with a notice, determine if the person has Internet access and if the publication is available online.
If the person has Internet access and the publication is available in audio:
If the person has Internet access and Screen Reader or Screen Magnifier software and wishes to access SSA publications via the Internet:
If the person does not have Internet access, the publication is not available online, or the person requests the information be read for any reason, read the publication to the person.