Identification Number:
EM-15019
Intended Audience:All RCs/ARCs/ADs/FOs/TSCs/PSCs/OCO/
OCO-CSTs
Originating Office:DCO OEST
Title:Procedures Related to SSA Employees Using Registration and Customer Support (RCS) via the Customer Service Station (CSS)One-Time-Only Instructions
Type:EM - Emergency Messages
Program:All Programs
Link To Reference:See References at the end of this EM.
 
Retention Date: November 14, 2016

Retention Date: May 14, 2016
Retention Date: November 14, 2015

A. Purpose
    This emergency message (EM) provides instructions on how to use “in-person” Registration and Customer Support (RCS) when video-conferencing via a Customer Service Station (CSS) with a customer who is experiencing problems with MySocialSecurity.

    The CSS (formally known as the “kiosk”) provides access to MySocialSecurity and other quick online services, along with the option for video support assistance from an SSA employee (throughout this EM, this employee will be referred to as a “video agent”). The majority of CSSs are located in external partner sites, such as public libraries or community centers. One CSS is located in a field office. We are expanding the RCS definition of “in-person” to include face-to-face interactions between a customer and the video agent via the CSS.

    The CSS has a built-in ID scanner for identity proofing. This allows a customer to place an ID on the scanner, so the video agent can view it. Social Security recently determined that the CSS video feature, when used with the ID scanner, can be treated as an “in-person” interview for RCS purposes. This determination allows video agents to help customers with three new services using RCS:
      1. Provide an activation code to establish a new MySocialSecurity account.
      2. Add extra security to the customer’s account.
      3. Remove extra security from the customer’s account.

B. Procedure for using RCS to help register a customer for a MySocialSecurity account during a video call on the CSS
    Video agents must encourage customers to attempt the online registration process on their own. If a customer has already failed the online registration process, or if it appears he or she would have difficulty registering online without assistance, follow the steps below.
    1. Prior to entering the customer’s SSN in RCS, follow OA 00240.010B. In order to verify the customer’s identity, ask the customer to place one of the acceptable forms of ID face down on the CSS’s ID scanner (refer to Agent Station Guide for more details). If the image is not clear, attempt the ID scan again at least two more times. If the ID scan is still not clear after the third try, advise the customer that you are not able to establish an online account. Attempt to help the customer using normal telephone procedures. As a last resort, direct the customer to visit a field office for assistance (consider using the Social Security Office Locator). CAUTION: Do not save the image of the ID to your computer.
    2. If the video agent receives a successful ID scan, ask the customer to hold the ID up to the video camera for additional inspection. The video agent should take the steps below to review the document for any issues described as per RM 10210.220 and RM 10210.410.
:
        a. Make sure the ID is not expired. If the customer presents an expired document, ask if he or she has another acceptable type of ID to use that has not expired.
        b. Compare the customer’s physical characteristics and biographical information (e.g., height, weight, sex, date of birth) to those printed on the ID.
        c. Review and compare the ID in its entirety and in accordance with requirements in the Administrative Confidential Memorandum Application (ACM), the ID Checking Guide, or Docutector. Examine the ID for alterations, such as, a raised photo, line breaks, and make sure the document is legible. CAUTION: Do not reveal your identity evidentiary techniques (e.g., security features) to the customer.
        d. Is the ID legible and does it appear to be unaltered? Does the photo resemble the NH? Are the NH’s allegations verified by information in our records?
            · If the answer is YES to all these questions, go to Step 3.
            · If the answer is NO to any of these questions, do not use RCS to establish a MySocialSecurity account. Attempt to help the customer using normal telephone procedures. As a last resort, direct the customer to visit a field office for assistance (consider using Social Security Office Locator).
    3. Continue to follow the steps in OA 00240.010. For section C, when you perform a search in RCS, select that the user is “in person”.
    4. When RCS directs you to print a copy of the “Terms of Service” in section E of OA 00240.010, use the Screen Share function of the Agent Station tools to share the document with the customer. If the customer requests a copy of the Terms of Service, send it via the Remote Print function (refer to Agent Station Guide for more details).
    5. For section E, step 7 of OA 00240.010, once the confirmation notice (containing the activation code) prints, retrieve the notice from your local printer. Advise the customer that he or she can finalize the account creation process by using the Activation Code button on the CSS. CAUTION: Pressing the “Home” button will disconnect the call, so direct the customer to use the “Back” arrow to return to the “Big Button” screen. From there, the customer can choose the “Activation Code” button to use the code.
    6. After the customer has selected the “Activation Code” button, he or she will need to read the information and agree to the “Terms of Service”. Next, the customer enters his/her name, SSN, and date of birth. The last field asks for the “Account Activation Code”. Read the activation code listed on the notice aloud to the customer.
    7. Stay on the call with the customer to ensure that he or she successfully completes the online account creation process.
    8. After the customer successfully creates a MySocialSecurity account, shred the confirmation notice.

REMINDER: Do not use RCS to register a customer if the ID scanner or video camera is not functioning properly. Attempt to troubleshoot the ID scanner or camera problem. As a last resort, direct the customer to visit a field office for assistance (consider using Social Security Office Locator).


C. Procedure for using RCS to add or remove extra security during a video call on the CSS

The following steps are additions to the normal RCS process, as described in OA 00240.020 and OA 00240.030.
    1. For step 1 of both OA 00240.020 and OA 00240.030, ask the customer to place one of the acceptable forms of ID face down on the CSS’s ID scanner (refer to Agent Station Guide for more details). If illegible, attempt the ID scan again at least two more times. If the ID scan is still illegible after the third try, advise the customer that you are not able to add or remove extra security. Instead, direct the customer to visit a field office for assistance (consider using the Social Security Office Locator). CAUTION: Do not Save the image of the ID to your computer.
    2. Ask the customer to hold the ID up to the video camera for additional inspection. The video agent should review the document for any issues described in RM 10210.220 and RM 10210.410.
      Take the following steps:
        a. Make sure the ID is not expired. If the customer presents an expired document, ask if he or she has another acceptable type of ID to use that has not expired.
        b. Compare the customer’s physical characteristics and biographical information (e.g., height, weight, sex, date of birth) to those printed on the ID.
        c. Review and compare the ID in its entirety and in accordance with requirements in the Administrative Confidential Memorandum Application (ACM), the ID Checking Guide, or Docutector. Examine the ID for alterations, such as, a raised photo, line breaks, and make sure the document is legible. CAUTION: Do not reveal your identity evidentiary techniques (e.g., security features) to the customer.
        d. Is the ID legible and does it appear to be unaltered? Does the photo resemble the NH? Are the NH’s allegations verified by information in our records?
            · If the answer is YES to all these questions, go to Step 3.
            · If the answer is NO to any of these questions, do not use RCS to add or remove extra security. Attempt to help the customer using normal telephone procedures. As a last resort, direct the customer to visit a field office for assistance (consider using Social Security Office Locator).
    3. If you are satisfied that the document used in the ID scan matches the customer using the CSS, continue to follow the steps in OA 00240.020 or OA 00240.030.
    4. When performing a “User Search” in RCS in step 1, select that the user is “in person”.

REMINDER: Do not use RCS to add or remove extra security if the ID scanner or video camera is not functioning properly. Attempt to troubleshoot the technical problem. As a last resort, direct the customer to visit a field office for assistance (consider using Social Security Office Locator).

D. Exhibit 1

Customer Service Station Manual.docxCustomer Service Station Manual.docx

Direct all program–related and technical questions to your RO support staff or PSC OA staff. RO support staff or PSC OA staff may refer questions or problems to their Central Office contacts.

References:
OA 00220.000 Registration and Customer Support (RCS) Application for Telephone and In-Person Service
OA 00240.010 Registration and Customer Support (RCS) In-Person New Customer Registration
GN 03380.005 Verifying Identity of Persons Making Access Requests
RM 10210.220 Security Features and Resources that Assist in Reviewing Evidence
RM 10210.410 How Do you Examine, Evaluate, and Assess Documents Submitted as Evidence of Identity
EM-15019 - Procedures Related to SSA Employees Using Registration and Customer Support (RCS) via the Customer Service Station (CSS)One-Time-Only Instructions - 05/20/2015