Identification Number:
NL 01201 BASIC
Intended Audience:See Transmittal Sheet
Originating Office:ORDP OISP
Title:Online Notices
Type:POMS Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM
Part NL – Notices, Letters and Paragraphs
Chapter 012 – Online Notices
Subchapter 01 – Online Notices
BASIC, 11/16/2018

Audience

DO/BO/TSC -- CR, CR TII, DRT, OS, SR, TSC-SR;
PSC -- CCRE, CRTA, CS, IES, PETE;
OCO-ODO-IND -- CATA, CCE, EHI, ISTA, PCS, PETL;
OCO-ODO-SHARE – IS;
OCO-OIO -- BA, BIES, CA, CATA, CC, CCRE, CDT, EIE, FCR, MC, PETL, RECONR, RECOVR

Originating Component

OISP

Effective Date

Upon Receipt

Background

Online Notices is a new chapter we are adding to the Notice, Letters, and Paragraphs (NL) part of the Program Operations Manual System (POMS). All subchapters under this new chapter are new material. In this chapter and the corresponding subchapters, we introduce Online Notices. Online Notices create an efficient way to connect with the public and respond to their needs by transforming and improving our communication systems.

Summary of Changes

NL 01201.001 Online Notices

This new section provides the background, purpose, eligibility for Online Notices participation, and identifies the notice that is available online. In December 2018, the Title II Cost of Living Adjustment (COLA) notice is the first notice we will make available online.

NL 01201.001 Online Notices

A. Online Notices Background

The Social Security Administration (SSA) is creating a more efficient way to connect with the public and respond to their needs by transforming and improving our communication systems. In addition to paper and some Special Notice Option (SNO) formats for the blind or visually impaired, the agency is pursuing a multi-year effort to provide my Social Security users with the ability to receive an online version of certain notices. Online Notices will be available in the my Social Security portal through the Customer Engagement Tools (CET) Message Center (MC) application. MC provides secure access to Online Notices by presenting the user with an embedded link within a message in their MC Inbox. When the user selects the link, the electronic notice will open in a Portable Document Format (PDF). Online Notices will contain hyperlinks that allow users to access information quickly and easily.

NOTE: SSA sends other communications to the my Social Security user’s MC inbox in addition to Online Notices. For example, we alert users once transcripts of CET Chat conversations are available in their MC inboxes

See also:

my Social Security Customer Engagement Tools User Guides

TC 31501.010 Social Security's Internet Home Page

B. Purpose of Online Notices

my Social Security users will have the convenience of securely accessing certain notices online by retrieving them through their personal MC inbox. Online Notices will be delivered faster than paper notices, which can reduce field office visits and phone calls. Online Notices will allow the agency to reduce notice mailings and save on printing and mailing costs.

C. The Online Notice Process

Beneficiaries must have a personal my Social Security account to receive online notices. Courtesy notifications in MC allow my Social Security users to choose a way to receive notifications when SSA places messages in their MC inboxes. These courtesy notifications are in the form of an email, text message, or both. The email or text message lets the user know that he or she has a message available for viewing and to log into his or her personal my Social Security account to view it. The email and text messages do not contain any Personally Identifiable Information (PII) because they are not secure methods of communication.

If users are unsure of the validity of any email or text notification, advise them to go to www.socialsecurity.gov and log into their my Social Security account from our website, instead of accessing the links in the email or text notifications.

When users log into their secure my Social Security accounts, they will see a message in their MC inbox. The user will open the message, which will contain a link to the Online Notice. The user will click on the link and see the notice in Portable Document Format (PDF). The Online Notice will contain the same language as the paper version; however, the online format may be different. The PDF will be Section 508 compliant for the blind or visually impaired. Users who have a Spanish language preference will see a PDF that contains both Spanish and English versions of the Online Notice.

my Social Security users will continue to receive paper notices, in addition to eligible electronic notices, until the agency offers delivery preferences in the future.

EXCEPTION: The Social Security Statement described in RM 01310.001 - The Social Security Statement is sent in paper format only to workers age 60 and over who are not receiving Social Security benefits, and who do not have a my Social Security account.

See Also:

OA 00210.005 Introduction to Electronic Access Internet Process

D. Available Online Notices

In December 2018, the Title II Cost of Living Adjustment (COLA) notice is the first Online Notice. Online Notices are being introduced in a phased in approach. Online Statement is available behind my Social Security, but it is not considered a notice. The following groups are not included in the initial Online COLA Notice release: beneficiaries who pay higher Medicare premiums due to income, representative payees, and those with foreign mailing addresses.


NL 01201 BASIC - Online Notices - 11/16/2018