Effective Dates: 3/24/2026 - Present

Identification Number:
GN 03910 TN 46
Intended Audience:See Transmittal Sheet
Originating Office:LP DP
Title:Communicating with a Representative
Type:POMS Full Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM

Part GN – General

Chapter 039 – Representation and Representative's Fee

Subchapter 10 – Representation of Claimants

Transmittal No. 46, 03/24/2026

Audience

PSC: BA, CA, CS, DE, DEC, DS, ICDS, IES, ILPDS, IPDS, ISRA, PETE, RECONR, SCPS, TSA, TST;
OCO-OEIO: BIES, CAQCR, CR, PETL, RECONR, RECOVR;
OCO-ODO: BTE, CR, CST, CTE, CTE TE, DS, PETE, PETL, RECOVR, RECOVTA;
ODD-DDS: DHU;
FO/TSC: CS, CS TII, CS TXVI, CSR, CTE, FR, OA, OS, RR, TA, TSC-CSR;

Originating Component

DP

Effective Date

Upon Receipt

Background

This transmittal updates our instructions for communicating with a representative. We moved instructions for how to contact an appointed representative to this new section and made additional edits.

Summary of Changes

GN 03910.045 Communicating with a Representative

We made numerous substantive and non-substantive changes to the language.

  1. 1. 

    Introduction

    • •

      Edits for clarification.

    • •

      Broadened scope of communication that must be documented.

    • •

      Added information on where to store communications and related information.

  2. 2. 

    Updating the Case File

    • •

      Split into subsections for Written Communications and Verbal Communications.

    • •

      Edits for clarity.

  3. 3. 

    Updating RASR

    • •

      Added information on disposition of representative-submitted documents that do not belong in the claim file, as well as an example.

GN 03910.045 Communicating with a Representative

We document all communications with a representative. Staff must document the contact regardless of whether it was initiated by the representative or us.

Most representative communication occurs during the period beginning on the date we recognize the representative's appointment to represent a claimant in a case and ending when the appointment ends ("the appointment period"). However, we must also document communications with a representative that occur outside the appointment period (e.g., communications related to a particular claim, a representative's appointment, or a fee matter may occur prior to the establishment of an appointment or after an appointment ends).

NOTE: For information about when a representative's appointment begins, see GN 03910.040A.4.a. For information about when a representative's appointment ends, see GN 03910.060B.

Claim-related communications to or from representatives generally require updates to the case file (see subsection A of this section).

Other communications to or from representatives generally require updates to the Registration, Appointment, and Services for Representatives application (RASR) (see subsection B of this section).

NOTE: Staff must copy claimants on all call-in letters to representatives. (But see DI 31001.010C.7 for procedures specific to the Disability Determinations Services).

A. Updating the case file

1. Written Communications

Field Office (FO) staff will update the case file by:

  • •

    Adding any document received from or sent to the representative regarding the case (e.g., a letter, protest, response, or clarification) to the claim record;

    • –

      For electronic cases, staff must enter documents in the certified electronic folder (CEF). However, notices sent to the representative will be stored automatically in the Online Retrieval System.

    • –

      For paper cases, staff will update the paper file with the original document. If the claim file is at another component, staff will send the document to that component after faxing it into the Evidence Portal (EP).

  • •

    Annotating the Development Worksheet, if available, with the date and a brief description of the contact (e.g., "Requested that the representative obtain a signed Form SSA-827 (Authorization to Disclose Information to the Social Security Administration) from the claimant"); and

  • •

    If we responded, completing an SSA-5002 Report of Contact (ROC) to record our response (e.g., calling the representative back or mailing a document).

    • –

      For electronic cases, staff will use the Electronic Disability Collect System (EDCS) to enter the ROC in the CEF.

    • –

      For paper cases, staff will update the paper file with the original ROC. If the claim file is at another component, staff will send a copy of the ROC to that component after faxing it into the EP.

NOTE: If the FO receives a document, other than a protective writing, relating to a claim or a claimant and there is no active claim file, staff must contact their management to determine the best course of action. For information on how to process protective writings, see GN 00204.010 - Protective Filing.

2. Verbal Communications

FO staff will update the case file by:

  • •

    Annotating the Development Worksheet, if available, with the date and a brief description of the contact (e.g., "Requested that the representative obtain a signed Form SSA-827 (Authorization to Disclose Information to the Social Security Administration) from the claimant"); and

  • •

    Completing a ROC to record any verbal communication (i.e., in-person or telephone contact) and, if necessary, our response (e.g., mailed/faxed a document).

    • –

      For electronic cases, staff will use EDCS to enter the ROC in the CEF.

    • –

      For paper cases, staff will update the paper file with the original ROC. If the claim file is at another component, staff will send a copy of the ROC to that component after faxing it into the EP.

B. Updating RASR

Staff will update RASR by recording a ROC to add information received from the representative (e.g., an employer identification number (EIN)/affiliation clarification).

Staff will make note of documents received from representatives that do not belong in the claim file (e.g., a letter requesting a correction or reprint of IRS 1099-MISC or IRS 1099-NEC) in a ROC in RASR and dispose of the documents. Staff must not upload these documents to the claimant’s file, regardless of whether the request is related or unrelated to a claim.

EXAMPLE: A written request for a correction to a 1099, or the corrective action, can be documented in RASR but must not be added to the claim folder (paper or CEF).


GN 03910 TN 46 - Communicating with a Representative - 3/24/2026