Identification Number:
Intended Audience:All RCs/ARCs/ADs/FOs/TSCs/OCO-CSTs
Originating Office:DCO OPSOS
Title:OIG Review of Payments to Aged Representative Payees
Type:EM - Emergency Messages
Program:Title II (RSI); Title VIII (SVB); Title XVI (SSI)
Link To Reference:
Retention Date: January 17, 2018

A. Purpose
This EM provides instructions to handle inquiries about letters sent by the Office of the Inspector General (OIG) regarding its review of payments to aged representative payees.

B. Background and general information on representative payees
OIG reviews a national random sample of 100 representative payees who are age 85 years or older with at least one beneficiary in their care. For each sampled representative payee, OIG conducts in-person interviews and observations to evaluate whether the representative payees are capable to manage beneficiary payments and whether they are meeting the beneficiaries’ needs. OIG will begin mailing letters in July 2017 to these representative payees and OIG’s review will continue through November 30, 2017. Attached is a sample letter that OIG will send to inform the representative payees that OIG will contact them by telephone to arrange an interview in-person.

C. Example of OIG letter to representative payees If you have questions about the OIG review, call Regina Finley, Senior Auditor, at
510-970-1735 or Vickie Choy, Audit Manager, at 510-970-1728.

D. Field office (FO) and National 800 Number Network (N8NN) instructions
The OIG is directly responsible to meet the statutory mission of promoting economy, efficiency, and effectiveness in the administration of our programs and operations. Part of OIG’s responsibility is to prevent and detect fraud, waste, abuse, and mismanagement in SSA programs and operations. To accomplish this mission, OIG periodically conducts reviews that involve mailing letters/questionnaires to the public.

The sampled representative payees may have questions or concerns about OIG’s work and may contact us directly, through a FO, the N8NN, or both.

If a representative payee contacts us, and has concerns about the legitimacy of the letter, please follow these steps:

1. Verify the identity of the caller in accordance with our policies.
    2. Ask the caller for the name and telephone number of the OIG auditor stated in the letter.
      3. Open Outlook Exchange and access the address book, known as the “Global Address List” (GAL) and use GAL to confirm that the auditor is an employee of OIG.

        4. Did you verify the OIG auditor’s name and telephone number?
            a. If yes,
            · advise the caller that the letter is legitimate and that you verified the name given was our OIG auditor.
            b. If no,
            · advise the caller to contact the OIG Fraud Hot Line at 1-800-269-0271 from 10:00 a.m. to 4:00 p.m. EST and
              · Tell the caller that OIG will verify whether the auditor is an OIG employee.
          5. After you verify the legitimacy of the letter, if the caller has any questions regarding the letter, please advise him or her to contact the OIG auditor stated in the letter.
            If the caller inquires about another Social Security Administration matter (for example, benefits, change of address, etc.), follow current procedures to handle the situation.

            Should a representative payee inquire about any type of assistance, direct him or her to the OIG contact person stated in the letter to make arrangements.

            Direct all program-related and technical questions to your Regional Office (RO) support staff 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.
            EM-17019 - OIG Review of Payments to Aged Representative Payees - 07/17/2017