PROGRAM OPERATIONS MANUAL SYSTEMPart GN – GeneralChapter 009 – Miscellaneous FO and OIO ActivitySubchapter 03 – Information and Referral ServicesTransmittal No. 11, 08/10/2020
This is a Quick Action Transmittal. These revisions do not change or introduce new policy or procedure.
Summary of Changes
GN 00903.200 Field Office (FO) Role for Information and Referral (I&R)
Remove obsolete language "800 Number System INFO Screen" and replace it with "Field Office Informational/Referral Screen" due to the enhanced Leads and Appointment System release on 7/18/2020.
Remove obsolete language "I&R file" and replace it with "FO's Informational/Referral Screen" due to the enhanced Leads and Appointment System release on 7/18/2020.
Employees who have contact with the public should be aware of the community's main health and welfare programs. Employees should have a general idea of business, professional, and social welfare structures in the community and understand the relationship between Government programs and voluntary programs.
Ensure that a referral is effective. Base it on a correct assessment of the service needed and knowledge of:
the scope of the service offered by a service agency,
the nearest location where the service is available, and
when and under what conditions members of the public may obtain services.
A proper referral for an inquiry about insufficient income may not always be the welfare office. A counseling agency, Meals on Wheels, or some other available service may be more appropriate.
NOTE: A form letter is available under the Service Representative section of the SSA Notice System for use in providing referrals to the public. For more information on the Notice System, see NL 00601.000.
FO managers should ensure that the FO's I&R information on the Field Office Informational/Referral Screen is complete and up-to-date. Managers should also ensure that employees in co-located Teleservice Centers (TSCs) have access to the FO’s Informational/Referral Screen.