Retention Date: 09/15/2026
A. Purpose
This Emergency Message (EM) serves two purposes:
(1) to provide updated instructions for processing presumptive disability or blindness cases (PD/PB), inquiries from public officials, delayed cases, homeless cases, Quick Disability Determinations (QDD) and Compassionate Allowances (CAL) cases; and
(2) to remind staff of existing, unchanged instructions for priority disability cases.
Staff must follow the applicable timeframes and procedures using internal protocols to ensure timely handling of priority cases. In some cases, new timeframes may apply to the Disability Determination Services (DDS), Disability Claim Review (DCR) or the Field Office (FO)/Workload Support Unit (WSU) to ensure prompt action.
At the Hearings and Appeals Council levels, staff use internal instructions, policies, and time guidelines to help them reach their operational goals and make sure priority cases are processed in an expedited manner. For critical cases, staff will continue to follow critical case processing instructions per HALLEX HA 01210.040 - Critical Case Procedures (I-2-1-40) and HALLEX HA 01310.005 - Critical Case Procedures (I-3-1-5).
We will update the POMS shortly; in the meantime, staff must follow the instructions in this EM.
B. Background
In August 2024, the Inspector General (IG) issued a final report on the audit, A-04-21-51033, “The Social Security Administration’s Processing of Priority Cases,” emphasizing the need for greater consistency and clarity in handling these cases. The Agency acknowledges that expedited processing of priority cases is crucial for timely adjudication and service to claimants. This message provides an overview of timeframes, procedures, and relevant policy references for priority cases.
For more information on priority case types, refer to DI 23020.001 - Priority Cases.
C. Policy – Timeframes by Priority Case Type
SSA has established procedural timeframes for each priority case type to ensure expedited processing and help mitigate the emotional and financial hardship claimants may otherwise experience during standard processing. These timeframes primarily apply to early case actions—such as case receipt, assignment, and initiation of case development—while later-stage activities are influenced by external factors, such as activities or events that influence case processing and are beyond SSA’s control and require adjudicator discretion. If not otherwise specified, initiation of case development should follow local procedures after case assignment.
1. New Instructions (POMS updates to follow)
We are establishing new timeframes for early case actions for certain priority case types at the initial level of adjudication. Staff must follow the instructions in this EM until we publish the revised POMS.
· Presumptive Disability or Blindness Cases
IMPORTANT: A claimant, including a child, applying for Supplemental Security Income (SSI) based on disability or blindness, may receive up to 6 months of payments prior to the determination of disability or blindness if he or she is found to be presumptively disabled or blind and meets all other eligibility requirements. To make a PD or PB finding, the available evidence must reflect a high degree of probability that the claimant’s impairment or combination of impairments meets the statutory definition of disability or blindness. The FO will add PD/PB flag in EDCS prior to DDS case transfer.
FO/WSU
· Inquiries from Public Officials
IMPORTANT: An inquiry from a public official is a request for information that comes from a U.S. Congress member or state or local official about a disability claim. Cases with an inquiry from a U.S. Congress member are flagged as Congressional Inquiry. Cases from any other public official are flagged as Public Inquiry. For the purpose of this EM, inquiries from public officials other than Congress members are referred to as “Non-Congressional.”
IMPORTANT: For “Inquiries from Public Officials,” prioritization means providing a timely and responsive answer to the official, not expediting the related disability case unless it already qualifies for expedited processing (e.g., CAL, QDD, Terminal Illness (TERI), Dire Need). Administrative staff should ensure prompt communication with the official and review the case for any expedited processing flags.
FO/WSU
Congressional and Non-Congressional Inquiries: Upon receipt of the inquiry, review and reply to the inquiry within 20 workdays. If the claim, matter, or issue does not meet criteria to be expedited, provide an interim response and set a diary to provide a response every 30 days until case processing is complete.
DDS
Congressional and Non-Congressional Inquiries: A response is due within 7 calendar days from the date of receipt of a congressional inquiry and 14 calendar days from the date of receipt of a non-congressional inquiry. Inquiries referred to SSA by the White House should receive a substantive or final reply within 9 working days. A final reply is due within 20 calendar days after the date of the acknowledgement. If the DDS cannot make a final reply within that time-period, send an interim response. Make any subsequent communication, either interim or final, within 30 calendar days after the date of the prior reply to the inquirer.
· Delayed Cases
IMPORTANT: Delayed cases are those which are at a work station for a time considered to be excessive when measured against normal case processing experience. The period of time for considering a case “delayed excessively” is normally 70 calendar days. To effectively identify such cases, a flagging procedure is followed at the various work stations, i.e., Field Operations, WSU, Risk and Quality, Central Operations Portfolios, and DDS. A flag attached at one station will remain on the case through all subsequent operations including final handling in Central Operations/Processing Centers.
IMPORTANT: The “Delayed Case” flag is not applicable at the Hearing or Appeals Council adjudicative level, as these components do not use this flag when applying standards for case processing.
FO/WSU
Any initial-level case in the FO/WSU that has been delayed excessively from the filing date of the application must be flagged for expedited processing and transferred within 2-3 workdays after receipt of all necessary information.
DDS
The DDS must assign a case within 2–3 workdays to initiate case development upon receipt of:
o An initial case from the FO/WSU that meets delayed case criteria, or any other shorter period as specified by the Central Operations/Processing Centers, if the case has not been properly identified as a delayed; or
o Any case, including reconsideration cases, continuing disability review (CDR) cases, or cases returned by the Central Operations/Processing Centers or by Risk and Quality for additional consideration, that has remained at the FO for 70 days or more after the application, reconsideration request, or CDR initiation date.
If additional time is needed, a status update must be provided to the claimant within 15 workdays of initiating development.
· Homeless Cases
IMPORTANT: A claimant is homeless if they do not have a fixed, regular, and adequate nighttime residence. SSA also considers claimants homeless if they expect to lose current accommodations within 14 days, and will not have a fixed, regular, and adequate nighttime
residence. The FO/WSU will flag the claim as “Homeless” and complete all necessary forms (e.g. Function Report, Work History Report) whenever a claimant alleges, or case information indicates, the claimant is homeless. If needed, DDS can add the flag, Homeless, in the Disability Case Processing System (DCPS) or eView.
FO/WSU
Upon receipt of the case, complete all required forms during the initial interview and do not curtail completion. Transfer the case no later than the next workday.
DDS
Upon receipt in DDS, expedite assignment of homeless cases no later than the next workday.
· Quick Disability Determinations and Compassionate Allowances Cases
IMPORTANT: QDD and CAL use technology at the time of electronic case transfer to identify claimants with the most severe disabilities and allow us to expedite our decisions on those cases. Our CAL process expedites claims that involve impairments that invariably qualify under the Listing of Impairments based on minimal, but sufficient, objective evidence. Our QDD process expedites initial-level claims where there is a high degree of probability that the claimant will be found disabled, and we expect to verify the claimant’s allegations quickly and easily.
FO/WSU
o When a case is identified for QDD or CAL processing, the FO/WSU must complete all required development. This includes obtaining a full application and fully developing all non-medical factors for QDD cases.
o Often, the claimant is no longer present at their appointment with the FO or WSU when the EDCS case is transferred to the DDS. If a deferred application was taken and the case is later identified as a QDD or CAL case, the FO/WSU must re-contact the claimant within 1 workday to complete a full application and all necessary non-medical development.
o When the FO/WSU is notified that an initial level case has been manually added for CAL processing, the FO/WSU will add a tickle date of 20 days to the MCS DW01 or Consolidated Claims Experience (CCE) Development Worksheet and initiate full non-medical development.
DDS
Assign and initiate development within 1 workday of receipt.
2. Reminders for Existing Policy Instructions
This section provides reminders of the current timeframes for the following priority cases; no changes have been made.
· Terminal Illness Cases:
IMPORTANT: TERI cases involve claimants with a medical condition that is untreatable and expected to result in death. We expedite TERI cases at each step in the disability process, including the entire sequence of development and adjudication from application to final decision.
FO/WSU
o The TSC must make an appointment for the claimant within 3 workdays of initial contact. If no appointment is available, the TSR notes “Appointment needed ASAP” on the referral to the FO/WSU.
o If the TSC did not make the appointment, the FO/WSU must contact the claimant within 2 workdays of initial contact to arrange the appointment.
DDS
Assign and initiate development within 1 workday of receipt.
· Military Casualty (MC), Wounded Warriors (WW), and Veteran’s Affairs 100 Percent Permanent and Total (VAPT):
IMPORTANT: MC/WW is a claim involving any current or former member of a military service who: sustained an illness, injury, or wound while on active-duty status on or after October 1, 2001; and alleges a physical or mental impairment, regardless of how the impairment occurred, or where it occurred (i.e., United States or on foreign soil).
IMPORTANT: VAPT is a claim involving any veteran of a military service who has a Veterans Affairs 100% Permanent and Total disability compensation rating and is alleging a physical or mental impairment, regardless of how the impairment occurred.
FO/WSU and TSC
o FO/WSU or Teleservice Center (TSC) must schedule an appointment within 3 workdays after claimant contact or referral from the 800 number.
o FO/WSU must verify DDS receipt of claims within 2 workdays of transfer for electronic folders, and 7 workdays of transfer for non-certified electronic folders.
DDS
o DDS must receipt cases within 2 workdays of FO transfer (7 workdays for non-certified electronic folders).
o Assign to an adjudicator by the next workday.
· Dire Need
IMPORTANT: A dire need situation exists when a claimant or another individual alleges, or information we have indicates one or more of the following circumstances: dire financial need, which means the claimant does not possess sufficient income or resources to address an immediate threat to their health or safety (for example, lack of food, medicine, or medical care); or, the non-receipt or interruption of benefit payments that has caused a financial hardship. If a claimant alleges extreme financial emergency or hardship, the case will receive a Dire Need Case Flag and will receive priority case processing.
FO/WSU
Upon receipt of the case, complete all required forms during the initial interview and do not curtail completion. Transfer the case no later than the next workday.
DDS
Upon receipt in DDS, assign dire need cases no later than the next workday.
D. DDS Medical Evidence Follow Up Procedures for Priority Cases
This section reminds DDS staff about the current timeframes for medical evidence follow up in priority cases.
· QDD and CAL cases
· All other priority cases (excluding Inquiries from Public Officials)
If a source does not respond to an initial request for medical evidence, make one follow-up request at any time between 10 and 20 calendar days after the initial request. Allow at least 10 calendar days from the date of the follow-up request for the source to reply. If experience with a particular source indicates a longer response time is needed, allow additional time as appropriate. See DI 22505.035 - Follow-up on Requests for Medical Evidence of Record (MER) for further instructions.
NOTE: For cases that involve inquiries from public officials, we prioritize a timely and responsive answer to the official, and we follow standard policies and procedures for developing and adjudicating the case, unless the case meets another priority category.
F. Policy Reminder
Use the applicable timeframes and follow-up procedures for each specified priority case type. Internally monitor the processing of priority cases to ensure compliance. The newly established timelines and follow-up procedures apply to cases receipted into the office on or after the effective date of this EM.
Direct all program and technical related questions to your management.
G. References
DI 11005.003 - Field Office (FO) Instructions for Identifying Claims, Applicable Terms, and Scheduling Appointments for Military Casualty (MC)/Wounded Warrior (WW) Cases
DI 11005.004 - Identifying and Flagging Homeless Cases
DI 11005.006 - Field Office (FO) Instructions for Claims Development and Processing for Military Casualty (MC)/Wounded Warrior (WW) Cases
DI 11005.007 - Field Office (FO) Instructions for Identifying Claims, Applicable Terms, and Scheduling Appointments for Claimants with a Veterans Affairs 100 Percent Permanent and Total (VAPT) Disability Compensation Rating
DI 11005.012 - Field Office (FO) Instructions for Claims Development and Processing for Veterans Affairs 100 Percent Permanent and Total (VAPT) Disability Compensation Rating Cases
DI 11005.025 - Completing the SSA-3369
DI 11005.026 - Completing the SSA-3373-BK (Function Report - Adult)
DI 11005.601 - The Disability Interview-- Identifying Terminal Illness (TERI) Cases
DI 11005.603 - Processing Quick Disability Determinations (QDD) Cases - Field Office (FO) Instructions
DI 11005.604 - Processing Compassionate Allowances (CAL) in the Field Office (FO)
DI 11055.240 - Field Office (FO) Procedures for Processing Presumptive Disability (PD) and Presumptive Blindness (PB) Cases
DI 11010.025 - Guidelines for Deferral of Non-Medical Development
DI 23020.001 - Priority Cases
DI 23020.030 - Dire Need
DI 23020.045 - Terminal Illness (TERI) Cases
DI 23020.050 - Disability Determination Services (DDS) Instructions for Identifying, Developing, and Processing Military Casualty/Wounded Warrior (MC/WW) Cases
DI 23020.055 - Disability Determination Services (DDS) Claims Instructions for Identifying, Developing, and Processing Veteran's Affairs 100 Percent Permanent and Total (VAPT) Disability Cases
DI 23022.030 - Identifying and Receipting Compassionate Allowances (CAL) and Quick Disability Determinations (QDD) Cases
DI 23022.040 - Compassionate Allowances (CAL) and Quick Disability Determinations (QDD) Fast-Track Case Development
DI 22505.035 - Follow-up on Requests for Medical Evidence of Record (MER)
DI 29501.005 - Administrative Law Judge Requests to Disability Determination Services for Medical Evidence from a Medical Source
DI 29501.050 - Appeals Council Requests for Development
DI 31005.010 - Disability Determination Services (DDS) Procedures for Handling Inquiries from Public Officials Other than United States (U.S) Congress Members
DI 31005.020 - Inquiries Directed to the Disability Determination Services (DDS) from United States (U.S.) Congress Members
DI 81020.085 - Certified Electronic Folder (CEF) Flags
HA 01210.040 - Critical Case Procedures
HA 01310.005 - Critical Case Procedures
AIMS Processing Congressional and Other High Priority Correspondence (01.03.09)