Retention Date: September 07, 2025
Summary of Changes:
· Updated grammar throughout for accuracy and made minor language updates for clarity and conciseness.
· Updated to add more detailed instructions in:
o section B to provide additional background information,
o section C to provide the agency’s policy on preferred order of service and add a note about express services,
o section C.2 (changed to a new section called First Contact Resolution)
§ to provide instructions about interviews that require a face-to-face contact and referenced GN 00203.003,
o section C.3 (previously section C.2 Appointment)
o section C.4 (previously section C.3 Proofs)
§ to add a note about accepting proofs as an express interview, and
o section C.5 (previously section C.4 Walk-in Service)
§ to reorder bullets and add anomalous claims and express interviews as examples of same day services.
· Section D to provide additional management instructions for appointment availability.
· Added section C.6 Express Interviews and provided examples.
· References: Added GN 00203.003.
A. Purpose
This emergency message (EM) provides information regarding the Commissioner’s initiative on expanding appointments for in-person field office (FO) and Social Security Card Center (SSCC) services by implementing Appointment Focused Service (AFS).
B. Background
On November 8, 2024, Social Security Administration FOs/SSCCs transitioned to an appointment focused service delivery model for office workloads, including initial claims (IC), post-entitlement (PE), and enumeration services. SSA expanded appointments (phone, video, or in office, where appropriate) with the goal of enhancing our service delivery and improving the customer experience. We will continue to promote online services and will not refuse in-person customer service at our FOs/SSCCs. By scheduling appointments for in-person transactions, we seek to manage the flow of in-person traffic, to minimize in-person wait times, promote online and automated services, and ensure that staff can focus on delivering quality service to each customer.
FOs/SSCCs had a transition period through December 31, 2024, and fully implemented AFS on January 6, 2025. With AFS, FOs/SSCCs must provide timely access to appointment services by increasing appointment availability to handle walk-in traffic. The agency’s forms, publications, notices, and website at SSA.gov are being updated to ensure customers are aware of SSA’s new policy and encourage the use of online and automated services, including appointment scheduling for enumeration.
C. Agency Policy
The order of service is the following:
· Digital first
· Resolution at first contact
· Scheduled Appointments
· Same day service for special situations
Customers are first directed to digital options and encouraged to use online service. Those customers who are not able to handle their business online or with the automated options available on the National 800# (e.g., Interactive Voice Response) should contact teleservice centers (TSCs) or their local FO/SSCC to complete their business over the phone. If the transaction cannot be completed at first contact, the technician should schedule an appointment. Do not turn people away who come into the office without an appointment; instead, in most instances, make an appointment for a future date and encourage the customer to use online services where they may complete their transaction sooner. Individuals with situations requiring immediate or specialized attention may still walk in for same day service (see section C.5 below).
NOTE: Technicians should complete Express Interviews at first contact, when possible, without making an appointment for a future date. Please see section C.6 for examples of Express Interviews.
1. Online Services
Encourage the public to use SSA’s Online Services.
· Individuals with a my Social Security account can complete the following actions online:
o Apply for benefits (Retirement, Disability, Medicare)
o Appeal a decision
o Get a proof of income letter (Benefit Verification)
o Get a Social Security Benefit Statement, 1099, or 1042S (SSA-1099 or SSA1042s)
o Check application status
o Change an address (beneficiaries)
o Set up or change direct deposit (beneficiaries)
o Request a replacement Social Security Card (with exceptions)
o Access Individual Representative Payee services
o Access the Retirement Calculator
See my Social Security Resource Kit for additional my Social Security resources.
· Customers may complete enumeration applications online using (a link can also be sent to the customers in eMailer):
o Internet Social Security Number Replacement Card (iSSNRC):
§ See RM 10205.630 - Internet SSN Replacement Cards (iSSNRC)
o Online Social Security Number Application Process (oSSNAP):
NOTE: After processing an oSSNAP application, customers have an option to self-schedule an appointment in ESS and they will need to set up a login.gov or ID.me account. A social security number (SSN) is not required to create a login.gov account. See ApPages for additional information.
2. First Contact Resolution
If a customer calls the TSC or their local FO/SSCC, complete their business at first contact before making an appointment. For situations that require face-to-face contact, please see GN 00203.003 .
3. Appointments
If the customer is unable or unwilling to use available online or automated services, assist the customer with scheduling, rescheduling, or cancelling appointments in ESS and eLAS.
· For enumeration appointments, use ESS.
o Technicians and managers may find a list of existing ESS appointments in Visitor Intake Process re-write (VIPr), ESS, or Workload Action Center (WAC).
o For situations where multiple appointments are needed, we suggest scheduling back-to-back appointments to accommodate customers if possible. For example, if a family of three requests an appointment, we recommend to schedule three back-to-back appointments. Please do not schedule multiple people in the same family for one appointment.
· If no ESS appointments are available,
o FO/SSCC technicians should schedule enumeration appointments using either the PE calendar in eLAS, if the customer has an SSN, or VIPr.
§ With VIPr, FO technicians should use the “add appointment” feature if scheduling appointments in their office.
§ If the appointment is for a replacement SSN card for another FO, please use the PE calendar in eLAS.
§ For new SSN cards, the customer may walk into their local FO/SSCC, (see C 5 below for walk-in service), or you may refer the customer to their local FO for an appointment via email. See note below for sending the email.
o TSC agents should schedule replacement SSN card appointments on the PE calendar in eLAS.
· For new SSN cards, the customer may walk into their local FO/SSCC. (See C 4 below for walk-in service, or you may refer the customer to their local FO/SSCC for an appointment via email. See note below for sending the email.)
NOTE: If a customer without an SSN is insistent on an appointment, and no appointments are available, TSC agents and non-servicing office technicians should send an e-mail to the FO/SSCC mailbox listed in DOORS with the subject line, “New SSN Card Appointment Requested.” TSC agents should notify the customer that the FO/SSCC will contact the customer within five days to schedule an appointment. TSC technicians should include the following information in the body of the e-mail:
FOs/SSCCs should contact the customer and manually schedule the enumeration appointment in VIPr within five days of receipt of the e-mail. VIPr does not generate mailed notices to the customer. Always contact the customer when scheduling a manual appointment in VIPr. This ensures that the customer is aware of the time, date, and location of their appointment.
· For IC and PE appointments, use eLAS.
o For IC, if a claimant or proper applicant expresses intent to file for benefits, follow EM-24006 REV to ensure the protective filing date is properly recorded in eLAS. Do not use VIPr to schedule initial claim appointments.
o If no PE appointments are available in eLAS, technicians will create a PE record in eLAS and inform the customer that the FO will follow up within five days. Technicians will add remarks in eLAS stating that no appointments are available. To prevent recontacts and diminishing service, FOs should address unscheduled requests for appointments within five days.
o Additionally, if no PE appointments are available in eLAS, at the office manager’s discretion, FO technicians can use the VIPr application to support same day and future appointment scheduling by using the "Add Appointment" feature.
NOTE: DO NOT use initial claim calendars in eLAS or enumeration appointments in ESS to schedule PE appointments because they could result in inefficiencies and create erroneous protective filings.
IMPORTANT: When scheduling an appointment in VIPr or ESS, attempt to collect consent for electronic messaging (text message/email). Customers who consent to text messaging and/or email will receive timely appointment reminders and will be able to check in using their mobile device. Technicians should attempt to obtain consent for VIPR mobile messaging at the beginning of each interview.
4. Proofs
· Ensure customers are aware that the majority of FOs/SSCCs have a drop box which allows them to submit documents or evidence to FOs/SSCCs without needing an appointment.
o Continue to discourage customers from mailing or dropping off important documents that they should keep secure and maintain in their possession, such as immigration documents.
· Use Upload Documents to request various forms and evidence electronically.
· If a customer prefers to visit the office with proofs, these interviews should be accepted as an Express Interview. Please see section C.6 below.
5. Walk-in Service
When a customer visits a FO/SSCC without an appointment,
· Provide same day service if the customer’s situation requires immediate or specialized attention or it otherwise makes sense.
For example:
o Dire need situations,
o Terminal illness cases,
o Special enumeration situations
o Military personnel,
o Vulnerable individuals facing barriers,
o Congressional or public relations-related inquiries,
o Actions required to support a pending claim, including time sensitive actions (e.g., immediate payments, critical case criteria as stated in RS 02801.001 - Critical Case Criteria and Exclusions (ssa.gov), anomalous claims and death correction cases),
o When a customer without an SSN attempts to schedule an enumeration appointment through ESS and none are available,
o Local management’s discretion, and
o Express Interviews. See section C.6 below.
NOTE: FOs with light walk-in traffic may continue to support walk-in services and offices should be sensitive to customers who have driven far distances to visit the office. Please advise these visitors of the option to schedule an appointment for their next visit.
· Schedule an appointment for a future date and time.
6. Express Interviews
Express Interviews are transactions that require less time to complete than it takes to make an appointment and can be handled at the first point of contact.
Examples of Express Interviews include but are not limited to:
· Benefit verifications
· Providing proofs
· Direct deposit change
· T2 Change of address
· 1099 request
· Verification of identity related to anomalous claims
D. Management Oversight
Managers should monitor the office appointment calendars to ensure sufficient appointment availability to accommodate FO needs. Since AFS involves still serving the same customers but scheduling the interviews rather than handling as walk-in traffic, managers should consider pulling historic Management Information (MI) data to determine the sufficient number of appointments needed. Most of the AFS changes will impact PE workloads and enumeration services.
For enumeration appointments, we encourage appointment availability within five days. Managers should pay close attention to appointment referrals emailed from the TSC. In addition, to prevent recontacts and diminishing service, FOs/SSCCs should address unscheduled requests for appointments within five days.
Most customers are now required to make an appointment for in-person service; yet under certain situations, such as dire needs cases, exceptions should be made. See section C.5 regarding walk-in services. Managers have discretion and will need to use their experience and judgement to determine those circumstances where same day in-person service is more appropriate.
IMPORTANT: DO NOT turn people away for in-person service who are unable to make an appointment, or in other situations where it does not make sense, e.g., offices with light walk-in traffic.
Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns, or problems to their Central Office contacts.
References:
my Social Security Resource Kit
RM 10205.630 - Internet SSN Replacement Cards (iSSNRC) Policy (ssa.gov)
RM 10205.635 - Online Social Security Number Application Process (oSSNAP) Overview (ssa.gov)
AM-23010 REV 3 : Implementation of the Enterprise Scheduling System (ESS) for Enumeration Appointments (ssa.gov)
eLAS | Enhanced Leads & Appointment System (sharepoint.com)
EM-24006 REV Policy Changes and Procedures to Streamline the Recording of Protective Filing Dates
EM-24015 : eSignature/Upload Documents – Processing Reminders, Addition of the SSA-827 Webform and 27 New Evidence Types
RM 10245.015 - Overview of the E-Verify Process
RM 10220.220 - Transferring SSNAP Application and Submitting Harassment, Abuse, or Life Endangerment (HALE) Development to the Office of Central Operations (OCO) Center for Automation, Security and Integrity (CASI)
RS 02801.001 - Critical Case Criteria and Exclusions (ssa.gov)
GN 00203.003 - Face-to-Face Contact with Claimants