PROGRAM OPERATIONS MANUAL SYSTEMPart GN – GeneralChapter 009 – Miscellaneous FO and OIO ActivitySubchapter 03 – Information and Referral ServicesTransmittal No. 9, 07/17/2020
This is a Quick Action Transmittal. These revisions do not change or introduce new policy or procedure.
Summary of Changes
GN 00903.345 Updating the File Data With Information and Referral (I&R)
Replaced the language "800 number INFO screen" with "Field Office Informational/Referral Screen" due to the release of the enhanced Leads and Appointment System on 7/18/2020.
Removed and replaced the obsoleted reference MSOM APPTS 001.003 to MS
Field Offices (FOs) are required to:
provide systematic and periodic verification of the file data; and
display the action data prominently on the entry for each agency to avoid referral errors.
NOTE: For the definition of “file data” and “agency” used above, see GN 00903.330.
Referral errors due to problems in other agencies, include, but are not limited to:
Office hour variations,
Personnel changes, and
For some agencies, this data will seldom change. However, in some cases, referral to a given agency may be infrequent. The FO representative uses the last date that we verified data with a specific agency to determine whether to re-verify the file data with the agency before making a referral.
NOTE: When updating FO I&R files, be sure to:
Share updated information with co-located teleservice centers; and
Update information on the Field Office Informational/Referral Screen. For more information on the INFO screen, see MS