Retention Date: 02/26/2027
Summary of Changes:
This Emergency Message (EM) replaces the prior version issued on April 21, 2026, and provides updated information on Workload Management (WLM).
· Updated language throughout to reflect an expanded limited rollout.
· Section C: Added the link to the National Workload Resource Center.
· Section D.2.b: Removed the need to copy remarks over to TED.
· Section D.5.b: Added instructions for accepting proof(s) over video.
· Section D.9.a: Updated instructions and added MSS reference for WorkTrack user interface enhancements.
A. Purpose
This EM provides technicians with step-by-step instructions for using WLM in the Technician Experience Dashboard (TED) to take Appointment Scheduling Calendar (ASC) domestic phone appointments for initial claims (IC). Effective August 29, 2026, the limited rollout of WLM and ASC will expand to include the following locations: Arkansas (AR), American Samoa (AS), Arizona (AZ), California (CA), Hawaii (HI), Louisiana (LA), New Jersey (NJ), New Mexico (NM), Ohio (OH), Oklahoma (OK), and Texas (TX).This EM explains the standardized procedures for taking ICs and handling evidence.
B. Background
WLM supports an appointment queue that assigns ASC domestic phone appointments for IC based on technician skillsets and availability. ASC establishes the appointment and sends it to WLM for distribution.
NOTE: For this expanded limited rollout, ASC will establish appointments and send them to WLM for distribution exclusively for customers who reside within the following states/territory: American Samoa (AS), Arizona (AZ), Arkansas (AR), California (CA), Hawaii (HI), Louisiana (LA), Nevada (NV), New Jersey (NJ), New Mexico (NM), Ohio (OH), Oklahoma (OK), Tennessee (TN), and Texas (TX).
C. Business Process Model
Keep What You Take: The office that takes the claim during the appointment keeps ownership and processes the case through adjudication, regardless of claimant residence/jurisdiction, within the following states/territory: American Samoa (AS), Arizona (AZ), Arkansas (AR), California (CA), Hawaii (HI), Louisiana (LA), Nevada (NV), New Jersey (NJ), New Mexico (NM), Ohio (OH), Oklahoma (OK), Tennessee (TN), and Texas (TX).
For regional policies and information that may vary by state, refer to the National Workload Resource Center.
D. Procedures
Note: Only technicians in American Samoa (AS), Arizona (AZ), Arkansas (AR), California (CA), Hawaii (HI), Louisiana (LA), Nevada (NV), New Jersey (NJ), New Mexico (NM), Ohio (OH), Oklahoma (OK), Tennessee (TN), and Texas (TX), will use WLM during the expanded limited roll out period.
1. Taking an ASC phone appointment in WLM
a. Open TED,
b. Select “Queue Login” 
in the upper right-hand corner, select “Join” to log into the queue.
c. Select “Get Next Work” to receive the next appointment matched to your assigned skillsets.
§ If there are no appointments available, continue to check for additional appointments by selecting the “Get Next Work” button until you receive an appointment.
2. Calling the customer (required attempts + documentation)
Customers are notified they may receive a call 30 minutes before or after their scheduled appointment time.
a. Attempt 1: Call the customer when paired through Get Next Work.
§ If the customer answers, proceed to Section 3.
§ If the customer does not answer, and has a voicemail, leave a message explaining that SSA will make one additional attempt. Do not include any PII in the voicemail. Document the call in TED using Outbound Call Details and Notes.
§ If the phone number is not in service, document the call in TED in Outbound Call Details and Notes, select “Wrap Up” and update the work status as “Resolved-No Show” to close out the interview.
b. Attempt 2: Place a second call after the first attempt. The second attempt should be made within a reasonable amount of time.
§ If the customer answers, proceed to Section 3.
§ If the customer does not answer document the call in TED in Outbound Call Details and Notes, select “Wrap Up” and update the work status as “Resolved-No Show” to close out the interview. Proceed to 1c.
NOTE: If the appointment source is Enhanced Lead Appointment Scheduling (eLAS), this will be indicated in the remarks section of the interview information. If the source is eLAS and the customer is a no-show or decides not to proceed, please follow the appointment close-out procedures in eLAS. If the appointment is made with ASC, the appointment source will not be displayed.
3. Conducting the appointment (identity + claim-taking)
a. Verify the customer’s identity following existing identification procedures prior to discussing claim information. See GN 00203.020 - Identity of Claimants.
b. Ask the customer if they have additional appointments scheduled for themselves or anyone else, they are the proper applicant for.
§ If yes, cancel all additional appointments and inform the customer you will handle all necessary claims. Make note of the protective filing date on the additional appointments before canceling the appointment(s) to ensure the claims system uses the correct protective filing date for the additional claims.
§ If no, proceed to Section C below.
c. Follow application interview procedures to discuss filing options. Take the appropriate claim(s) – Keep What You Take applies. Do not transfer/reassign solely because the claimant lives outside your jurisdiction.
4. Adjudication during the interview
a. If the claim is ready to adjudicate (i.e. no additional proofs or information are needed and development is complete), adjudicate during the interview before changing the interview status to resolved and selecting “Get Next Work” again.
b. If proofs are needed follow Section 5 to request proofs.
5. Requesting proofs during the interview
a. Request proofs, as necessary, using the most efficient option convenient for the claimant that is consistent with policy. Encourage Upload Documents when available but provide all options.
b. If the proof does not need to be original (example: W-2), offer:
i. To accept the proof(s) over video. See Instructions - EM-24018 SEN REV: Accepting Evidence During Video Interviews. See Operations Video User Guide.pdf for instructions on how to create a video meeting link.
ii. Upload Documents (preferred when available),
iii. Have the claimant fax directly to WorkTrack,
iv. Mail to the interviewing office
v. Drop off at the claimant’s local office or another convenient office,
i. If the customer prefers, make a post-entitlement (PE) appointment in Appointment Scheduling to provide the proof(s). Offices should ensure they have sufficient PE appointment availability to meet customer demand.
c. If the proof must be an original (example: marriage certificate), instruct the claimant to:
i. Mail the original to the interviewing office.
ii. Drop off at the claimant’s local office / most convenient office,
i. If the customer prefers, make a PE appointment in Appointment Scheduling to provide the proof(s). Offices should ensure they have sufficient PE appointment availability to meet customer demand.
d. If the proof must remain in the claimant’s possession (example: certain DHS documents).
i. Instruct the claimant to bring the document to their local office / most convenient office for review.
i. If the customer prefers, make a PE appointment in Appointment Scheduling to provide the proof(s). Offices should ensure they have sufficient PE appointment availability to meet customer demand.
e. If claimant reports proofs were submitted before the appointment, check applicable evidence sources (as appropriate), such as:
i. WorkTrack
ii. Evidence Portal (EP)
iii. eView
iv. Upload Documents
v. Shared Processes
vi. Any other component-standard evidence source
.
6. Multiple family members / auxiliaries identified – Use this section if multiple individuals are listed in the appointment remarks or discovered during the claim interview.
a. Non-Disability: Auxiliaries identified during the claim interview.
i. Confirm intent to file with the NH or proper applicant.
§ If yes and ready to file: Secure the application(s) from the NH or proper applicant, see GN 00204.003 - Proper Applicant.
§ If yes but the NH or proper applicant does not have time to file currently: Schedule an appointment and document protective filing date in remarks on the new appointment (if it is different than what is shown in ASC).
§ If the individual does not provide intent to file for the auxiliaries: Add remarks to the NH’s claim to document that there is no protective filing for the auxiliaries.
NOTE: After the NH or proper applicant files the application for a child but the child lives with a custodial parent in a different household, develop for representative payee. If the NH or proper applicant does not want to file for the child auxiliary and the auxiliary was already closed out (i.e., auxiliary was listed in the NH’s appointment remarks), add remarks to the NH’s claim to document that the child was already closed out and the NH decided not to file for the child.
b. Disability: Auxiliaries identified during appointment
i. Confirm intent to file with the proper applicant.
§ If yes: Document the intent on the Development Worksheet in Consolidated Claims Experience (CCE) and/or Modernized Claims System (MCS).
§ If no: Add remarks to the NH’s claim to document, there is no intent to file for the auxiliaries.
§ Auxiliary claims are generally taken after disability approval.
§ If the claim is identified as TERI, Military Casualty/Wounded Warrior, or 100%
7. Wrap up and continue working the queue
a. Select “Wrap Up” in TED when finished with the phone appointment.
b. Update Work Status by selecting one of the following:
§ Pending-Requeued - The technician was unable to take the call, and the manager placed it back in the queue.
§ Cancelled - The customer decided not to continue with the appointment.
§ Completed - The technician was able to complete the interview.
§ Resolved-Incomplete - The call was dropped and the technician was unable to reconnect with the customer.
§ Resolved - No-show - No-one answered the phone attempts.
c. When ready, select “Get Next Work” to receive your next queued appointment.
d. To leave the queue, Select “Queue Login” 
in the upper right-hand corner, Select “Leave” to leave the queue.
8. Physical proofs received at your office after the appointment (drop-off/mail) – Follow Instructions - EM-25051 SEN REV: Ability to Update Claims Outside of Office Jurisdiction - Enhancements
9. Proofs received prior to the appointment (no claim established)
10. Returning an appointment to the Appointment Queue – Return-to-queue should be done in limited instances. Document and notify your management if you believe return is necessary.
a. Appropriate reason examples
§ Conflict of interest (relative/friend)
§ Skillset mismatch prevents proper servicing
§ Emergency closure
§ End-of-day/time constraint (insufficient time to complete required actions)
§ Topic/intent mismatch requiring different routing
b. Not appropriate reason examples
§ Claimant residence/jurisdiction alone (Keep What You Take applies)
§ Claimant speaks a language other than what is supported by technician’s assigned skillset. Technicians should utilize the agency’s approved interpreter service.
Direct all program and technical related questions to your management.
E. References