Effective Dates: 3/06/2026 - Present

Identification Number:
GN 01070 TN 64
Intended Audience:See Transmittal Sheet
Originating Office:LP ISP
Title:Intercomponent Communications
Type:POMS Full Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM

Part GN – General

Chapter 010 – Adjudication

Subchapter 70 – Intercomponent Communications

Transmittal No. 64, 03/06/2026

Audience

PSC: BA, CA, CCRE, CS, DE, DS, IES, NPR, PETE, RECONR, SCPS, TSA, TST;
OCO-OEIO: BET, BIES, BTE, CAQCR, CCRE, CR, CTE, EIE, FCR, FDE, FDEC, LC, LCTA, PETL, RECONR, RECOVR;
OCO-ODO: BET, BTE, CCE, CR, CST, CTE, CTE TE, DE, DEC, DS, DSE, RCOVTA, RECOVR;
FO/TSC: CS, CS TII, CSR, CTE, DRT, DT, FR, OA, OS, RR, TA, TSC-CSR;

Originating Component

ISP

Effective Date

Upon Receipt

Background

This section outlines claims development in the Field Office (FO) and Workload Support Unit (WSU). We are providing clarification to improve coordination between the FO and WSU to ensure accurate and timely adjudication of claims.

We are updating the language in subsections B and C to better differentiate the instructions based on whether SSA has received a valid application. We are modifying instructions in subsection D for iClaims with scheduled appointments.

 

Summary of Changes

GN 01070.781 Field Office (FO) and Workload Support Unit (WSU) Coordination on Claims Processing

Subsection A

We added a reminder for technicians to check for recent case movement and reference to the Consolidated Claims Experience (CCE) system.

Subsection B

We added instructions regarding first-party filed applications using iClaim and third-party filed iClaims and reference to CCE.

B.1

We added instructions regarding assistance in appointment scheduling for the WSU, and updated the language referring to NDRed to Evidence Portal (EP), and the CCE Development Worksheet page.

B.2

We updated the language to include the Evidence Portal (EP) and the CCE Development Worksheet page.

Subsection C

We added instructions pertaining to third-party filed iClaims.

 

We adding instructions when receiving a signed application after jurisdiction.

Subsection D

We updated the WSU procedures for handling iClaims with appointments and reference to the CCE Development Worksheet page.

Subsection E

We added instructions to document and facilitate before transferring iClaims.

GN 01070.781 Field Office (FO) and Workload Support Unit (WSU) on Claims Processing Coordination

A. How to identify the WSU assigned to the claim

Use the number holder’s (NH) Social Security number (SSN) to query the Modernized Claims System (MCS) Development Worksheet (DW01) screen or the Consolidated Claims Experience (CCE) screens.

The FO code on the MCS DW01 or CCE Claims Summary screen shows which WSU is assigned to the claim. For a list of WSU office codes, see GN 01070.782D.

REMINDER: Technicians should also review the WMS History Query (WMHH) to check for recent case movement, see MS 03802.006.

To locate the WSU address, telephone number, or email address, use the Detailed Office/Organization Resource System (DOORS). FOs use the administrative telephone number to contact the WSU.

B. Claims attested or receipted in by the WSU

These instructions pertain to both First Party and Third Party internet claims (iClaims).

First party iClaims are signed by the Number Holder (NH) using the “click and sign” process and the word “Internet” propagates to the appropriate application, (e.g., DIB, RIB, Aux Spouse) on the Development Worksheet in MCS or CCE to indicate that an internet claim was filed using “click and sign”, see GN 00201.015.

Third party iClaims cannot be signed using click and sign. However, follow instructions in this section if the WSU has already obtained a valid application by completing one of the following actions as documented on the DW01:

  • •

    Contacted the proper applicant and verbally attested the application, or

  • •

    Received a wet-signed SSA-1 or SSA-16 (or MCS and CCE output equivalent)

NOTE:The Number Holder (NH) might contact the FO before the FO or WSU completes the ATTEST issue. Treat all first party iClaims the same for the purposes of the instructions in this section regardless of whether the FO or WSU has entered a receipt date in the ATTEST line of the MCS DW01 or CCE Development Worksheet.

1. Claimants requiring action by the FO or WSU

Technicians will assist claimants with scheduling, rescheduling, or cancelling appointments in the Enterprise Scheduling System (ESS) and the Enhance Leads and Appointments System (eLAS) to support the Appointmetn Focused Service Delivery Model (AFS) for FOs.

  1. a. 

    For Enumeration purposes: Technicians will utilized ESS to schedule appointments and will refer individuals to use the Online Social Security Number Application (oSNAP) when applicable.

  2. b. 

    For Initial Claims and Post-entitlement (PE) appointments: Technicians will utilize eLAS to schedule initial claim appointments, and ESS for PE appointments.

  3. c. 

    Technicians should annotate in the remarks that there is a pending iClaim.

2. Assist claimants who provide evidence to the FO

  1. a. 

    Record evidence received in the FO

    When a WSU claimant submits their proofs to the FO, an FO employee authorized to examine and certify documents takes the actions in this section. For more information about who we authorize to certify documents, see GN 00301.090.

    • •

      Examine and evaluate the evidence document(s) for authenticity you may refer to our sensitive POMS; Evaluating the Validity of Documents and Records.

    • •

      Access Shared Process and enter the evidence document(s) on the Evidence (EVID) screen, unless you should not record the document(s) or form(s) on the EVID screen per GN 00301.286E.3.

    • •

      If the evidence cannot be recorded in EVID, certify a photocopy of the evidence document(s) and fax/send the certified photocopies into the Evidence Portal(EP) or eView.

    • •

      Establish the issue “REMARK” and an associated remark with a next day tickle on the MCS DW01 screen or on the CCE Development Worksheet to alert the WSU that you certified the document(s) via the Shared Process or faxed them into EP or eView.

    • •

      Annotate the MCS DW03 screen or CCE Development Worksheet with the FO code, the name, and the direct phone number of the FO employee who established the EVID or faxed the evidence into EP or eView.

    • •

      Call or email the WSU immediately to notify them that you recorded proofs on the EVID screen or faxed proofs into EP or eView. This prevents processing delays and unnecessary re-contacts with the claimant.

    • •

      Complete the Social Security Number Application Process (SSNAP) actions when enumeration updates are necessary.

  2. b. 

    FO does not retain evidence faxed into EP, or eView

FO technicians should verify that the evidence is properly stored in the Certified Electronic Folder (CEF).

Once the document has been recorded in EVID or stored and viewed for legible content in either EP or eView, the document does not need to be retained, per GN 00301.322. For information on the Retention or Return of Documents, see GN 00301.275.

C. Claims not attested or receipted in by the WSU

These instructions pertain to Third Party filed iClaims where the WSU has not yet obtained a valid application by completing one of the actions listed in the above subsection B.

The FO coordinates with the WSU when a WSU claimant provides their proofs or wet-signed application to the FO, in-person, instead of sending them directly to the WSU.

1. Assist claimants who provide their proofs or applications to the FO in-person or by mail

  1. a. 

    Claimant provides both the application and proofs to the FO

    If the claimant provides both the signed application and proofs to the FO, the FO claims specialist will take jurisdiction of claim by following these steps in this subsection:

    • •

      Call or email the WSU and ask them to transfer jurisdiction of the claim in MCS.

    • •

      Receipt in the claim by accessing #7 Claims Movement on the MCS Menu.

    • •

      Annotate the ATTEST issue on the MCS DW01 screen to indicate that we received a signed application (witnessed signature).

    • •

      Receipt in all proofs on the MCS DW01 screen.

    • •

      Return the signed application to the claimant. Include the witnessed signature cover notice in GN 00201.015

    • •

      Take appropriate action as necessary, (i.e. adjudicate claim, transfer to DDS).

  2. b. 

    Claimant provides only the proofs to the local FO before the WSU attests and receipts the application

    If the claimant provides only the proofs to the local FO before the WSU attests and receipts the application (whether the claimant mailed the application yet), offer to reprint the application and complete the adjudication of the claim immediately. The FO claim technician will take jurisdiction and complete the adjudication of the claim by following the steps below

  • •

    Call or email the WSU immediately and ask them to transfer jurisdiction of the claim to the FO. Receipt in the claim by accessing #7 Claims Movement on the MCS Menu.

  • •

    Obtain a wet signature on the reprinted application, per the witnessed signature procedures in GN 00201.015 or complete a verbal attestation with the claimant.

  • •

    Annotate the ATTEST issue on the MCS DW01 screen to indicate that we received a signed application (witnessed signature).

  • •

    Receipt in the claim and all proofs on the MCS DW01 screen.

  • •

    Return the signed application to the claimant. Include the witnessed signature cover notice in GN 00201.015.

  • •

    Take appropriate action as necessary, (i.e. adjudicate the claim, transfer to DDS).

NOTE: If a WSU receives a signed application after transferring jurisdiction to the FO for adjudication, the WSU should send the signed application to the FO of jurisdiction.

D. WSU procedures to handle iClaims with appointments

The WSU assigned the claim assumes jurisdiction and adjudicates the iClaim application. When reviewing assigned iClaims, use the MCS DW01, CCE Claims Summary, or eLAS screens to determine if there is a pending appointment in an FO. For all pending appointments:

  • •

    The WSU contacts the claimant to advise that the WSU will process their claim and will cancel the appointment with the FO.

  • •

    If contact is successful and the claimant does not agree to cancel the appointment, document the discussion in remarks and transfer the iClaim to the FO.

  • •

    If the WSU is unable to reach the claimant after at least two attempts before the scheduled FO appointment, document the contact attempts in the remarks and cancel the pending appointment.

E. Transfer iClaims with mutual agreement

WSU and FO managers may transfer an iClaim between their offices by mutual agreement for enhanced service delivery. Contact the other office via telephone or email to discuss the situation. Document and facilitate the transfer.

F. References


GN 01070 TN 64 - Intercomponent Communications - 3/06/2026