Retention Date: December 31, 2026
Purpose
These instructions serve to guide technicians to ensure proper controls and voluntary enrollments in the Direct Express (DEX) program. The standardized script confirms an individual’s intent to enroll and helps prevent involuntary enrollments.
Procedure
It is recommended that technicians recite the following script when enrolling individuals into Direct Express. “I am enrolling you in the Direct Express® program. You will receive a debit card in the mail from the financial agent with instructions for activation. If you proceed with Direct Express, you must keep your telephone number, email address, and mailing address up to date. If you change your contact information, you must notify both SSA and Direct Express. Failure to do so may result in authentication issues and payment delays. Do you agree to be enrolled in the Direct Express® program?”
GN 02402.007 Subsection E will be updated with the script language:
E. Direct Express enrollment options
· Call the N8NN
· Call or visit the local field office (FO); or
· Existing beneficiaries, recipients, or representative payees currently receiving paper checks can call Treasury's Electronic Payment Solution Center's toll-free number (1-800-333-1795).
REMINDER: Do not enroll beneficiaries, recipients, or representative payees in the Direct Express program unless they have specifically requested enrollment.
Direct all program-related and technical questions to your management.
References
GN 02402.004 “Go Direct” Campaign