Social Security

Retention Date: May 04, 2025

A. Purpose

This Emergency Message (EM) provides information regarding the Commissioner’s new initiative that will expand appointments for in-person field office (FO) and Social Security Card Centers (SSCC) services.

B. Background

Effective Friday November 8, 2024, Social Security Administration (SSA) FOs/SSCCs began moving to an appointment focused service delivery model for office workloads, including initial claims (IC), post-entitlement (PE), and enumeration services. SSA is expanding appointments (phone, video, or in-office where appropriate) to enhance our service delivery and improve the customer experience. We will continue to promote online services and will not refuse in-person customer service at our FOs/SSCCs. By scheduling most in-person customers for appointments, we can minimize wait times, promote online and automated services, and ensure that staff can focus on delivering quality service to each customer.

FOs/SSCCs will have a transition period through December 31, 2024. FOs/SSCCs must increase appointment availability to provide timely access to appointment services. The expectation is that FOs/SSCCs will fully transition to an appointment model for in-person services by January 6, 2025. The agency’s forms, publications, notices, and website at www.ssa.gov are being updated to ensure customers are aware of SSA’s new policy and encourage the use of online and automated services, including appointment scheduling for enumeration.

C. Agency Policy

Customers who are not able to handle their business online or with the automated options available on the National 800# will contact teleservice centers (TSCs) or their local FO/SSCC to schedule an appointment. Do not turn people away who are unable to make an appointment. Individuals with situations requiring immediate or specialized attention may still walk in for service.

1. Online Services


Encourage the public to use SSA’s Online Services prior to scheduling an appointment.
• Individuals with a my Social Security account can complete the following actions online:
  § Apply for benefits (Retirement, Disability, Medicare)
  § Appeal a decision
  § Get a proof of income letter (Benefit Verification)
  § Get a Social Security Benefit Statement 1099 or 1042S (SSA-1099 or SSA1042s)
  § Check application status
  § Change an address (beneficiaries)
  § Set up or change direct deposit (beneficiaries)
  § Request a replacement Social Security Card (with exceptions)
  § Access Individual Representative Payee services
  § Access the new Retirement Calculator
  See my Social Security Resource Kit for additional mySSA resources.
• Customers may complete enumeration applications online using:
  o Internet Social Security Number Replacement Card (iSSNRC):
  § See RM 10205.630 - Internet SSN Replacement Cards (iSSNRC)
  o Online Social Security Number Application Process (oSSNAP):
  § See RM 10205.635 - Online Social Security Number Application Process (oSSNAP) Overview
  § The Enterprise Scheduling System (ESS) allows customers to self-schedule an enumeration appointment to submit documents for their oSSNAP application.
  
  NOTE: After processing an oSSNAP application, customers have an option to self-schedule an appointment in ESS and will need to set up a login.gov account. A social security number (SSN) is not required to create a login.gov account. See ApPages for additional information.
2. Appointments

If the customer is unable or unwilling to use available online or automated services, assist the customer with scheduling, rescheduling, or cancelling appointments in ESS and the Enhanced Leads and Appointment System (eLAS).
· For enumeration appointments, use ESS.

o Technicians may find existing ESS appointments in Visitor Intake Process re-write (VIPr), ESS, or Workload Action Center (WAC).
o If no ESS appointments are available:
§ FO/SSCC technicians should schedule enumeration appointments using either the PE calendar in eLAS, if the customer has an SSN, or VIPr.
o With VIPr, FO technicians should use the “add appointment” feature if scheduling appointments in their office. If the appointment is for a replacement SSN card for another FO, please use the PE calendar in eLAS.

o For new SSN cards, the customer may walk-in to their local FO/SSCC, (see #4 below for walk-in service), or you may refer the customer to their local FO for an appointment via email, see note below for sending the email.

§ TSC agents should schedule replacement SSN card appointments on the PE calendar in eLAS.
o For new SSN cards, the customer may walk-in to their local FO/SSCC, (see #4 below for walk-in service), or

o you may refer the customer to their local FO/SSCC for an appointment via email, see note below for sending the email.

NOTE: If a customer without an SSN is insistent on an appointment, and no appointments are available, TSC agents and non-servicing office technicians should send an e-mail to the FO/SSCC mailbox listed in DOORS with the subject line, “New SSN Card Appointment Requested.” TSC agents should notify the customer that the FO/SSCC will contact the customer within five days to schedule an appointment. TSC technicians should include the following information in the body of the e-mail:

§ Customer Name

§ Address

§ Phone number

§ Any other relevant information


FOs/SSCCs should contact the customer and manually schedule the enumeration appointment in VIPr within five days of receipt of the e-mail. VIPr does not generate mailed notices to the customer. Always contact the customer when scheduling a manual appointment in VIPr. This ensures that the customer is aware of the time, date, and location of their appointment.
· For IC and PE appointments, use eLAS.

o If a claimant or proper applicant expresses intent to file for benefits, follow EM-24006 to ensure the protective filing date is properly recorded in eLAS.
o As an alternative for scheduling PE appointments, if no PE appointments are available in eLAS, the VIPr application supports same day and future day appointment scheduling by using the "Add Appointment" feature. Do not use VIPr to schedule initial claim appointments.
o If no PE appointments are available in eLAS, technicians will create a PE record in eLAS and inform the customer that the FO will follow up within five days. To prevent recontacts and diminishing service, FOs should address unscheduled requests for appointments within five days.

NOTE: DO NOT use initial claim calendars in eLAS or enumeration appointments in ESS to schedule PE appointments because they could result in inefficiencies and create erroneous protective filings.

IMPORTANT: When scheduling an appointment in VIPr, attempt to collect consent for electronic messaging (text message/email). Customers who consent to text messaging and/or email will receive timely appointment reminders and will be able to check-in using their mobile device. Technicians should attempt to obtain consent for VIPR mobile messaging at the beginning of each interview.

3. Proofs

· Ensure customers are aware that the majority of FOs/SSCCs have a drop box which allows them to submit documents or evidence to FOs/SSCCs without needing an appointment.

o Continue to discourage customers from mailing or dropping off important documents that they should keep secure and maintain in their possession, such as immigration documents.

· Use Upload Documents to request various forms and evidence electronically.
o Instructions - EM-24051: eSignature/Upload Documents Email and Text Message Communications Procedures

o Instructions - EM-24015: eSignature/Upload Documents – Processing Reminders, Addition of the SSA-827 Webform and 27 New Evidence Types

4. Walk-in Service

If a customer visits a FO/SSCC without an appointment, schedule an appointment for a future date and time or provide same day service if the customer’s situation requires immediate or specialized attention or it otherwise makes sense. For example:

§ Dire need situations.

§ Terminal illness cases.

§ Special enumeration situations.

o E-Verify Cases (RM 10245.015)

o Harassment Abuse Life Endangerment (RM 10220.220)

§ Military personnel.

§ Vulnerable individuals facing barriers.

§ Congressional or public relations-related inquiries.

§ Actions required to support a pending claim, including time sensitive actions (e.g., immediate payments, critical case criteria as stated in RS 02801.001 - Critical Case Criteria and Exclusions (ssa.gov), and death correction cases).
§ When a customer without an SSN attempt to schedule an enumeration appointment through ESS and none are available.
§ Local management’s discretion.

NOTE: FOs with light walk-in traffic may continue to support walk-in services.

IMPORTANT: At the beginning of each VIPR interaction (interview), technicians should attempt to obtain consent for electronic mobile messaging (text message/email). This allows customers to receive automated interview reminders, alerts, and the customer feedback survey. When scheduling an appointment, always attempt to collect consent for electronic messaging. Customers who consent to text messaging will receive timely appointment reminders and will be able to check-in using their mobile device.

D. Management Oversight

Managers will monitor the office appointment calendars to ensure sufficient appointment availability to accommodate FO needs. Consideration will be given to staff availability, as well as the volume needed to meet the needs of the service area. Many offices handle most initial claims and program integrity interviews (SSI Redeterminations and Continuing Disability Reviews) via appointment. Most of these changes will impact PE workloads and enumeration services.

Most customers will now be required to make an appointment for in-person service; yet under certain situations, such as dire needs cases, exceptions should be made. See section C.4 regarding walk-in services. Managers have discretion and will need to use their experience and judgement to determine those circumstances where same day in-person service is more appropriate.

IMPORTANT: DO NOT turn people away for in-person service who are unable to make an appointment, or in other situations where it does not make sense, e.g., offices with light walk-in traffic. 

NOTE: For enumeration appointments, we encourage appointment availability within five days. Managers should pay close attention to appointment referrals emailed from the TSC. In addition, to prevent recontacts and diminishing service, FOs/SSCCs should address unscheduled requests for appointments within five days.

Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp 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.

References:
my Social Security Resource Kit
RM 10205.630 - Internet SSN Replacement Cards (iSSNRC) Policy (ssa.gov)
RM 10205.635 - Online Social Security Number Application Process (oSSNAP) Overview (ssa.gov)
AM-23010 REV 3: Implementation of the Enterprise Scheduling System (ESS) for Enumeration Appointments (ssa.gov)
eLAS | Enhanced Leads & Appointment System (sharepoint.com)
EM-24006 Policy Changes and Procedures to Streamline the Recording of Protective Filing Dates
EM-24015: eSignature/Upload Documents – Processing Reminders, Addition of the SSA-827 Webform and 27 New Evidence Types
RS 02801.001 - Critical Case Criteria and Exclusions (ssa.gov)