REMINDER: Procedures throughout this subchapter apply to PC and FO technicians, unless otherwise
Review the entire report, including remarks, before contacting the payee to initiate
resolution of all issues in one contact.
Resolve discrepant responses and confirm unacceptable responses by direct contact
(DIRCON) whenever possible.
Record payee DIRCON responses on a SSA-5002, Report of Contact or on a paperless Telephone
Contact form. Do not alter payee responses and remarks on the accounting report. If contacting the payee
to obtain a response to an unanswered question, annotate the answer (sign and date)
on the accounting report provided the response does not require an explanation. DIRCON
which changes a payee response should be documented on a report of contact or Telephone
When the PC cannot resolve a questionable or unacceptable payee response through DIRCON,
request FO assistance.
CAUTION: Do not send the original SSA-623-OCR-SM, SSA-6230-OCR-SM, or SSA-6234-OCR-SM with any development
FOs should conduct face-to-face interviews and complete a Representative Payee Report,
SSA-624-F5, if the payee confirms an unacceptable response.
EXAMPLE: The payee indicated that custody changed. During DIRCON, the payee states that the
beneficiary moved into their child's house in another State. A change of payee may
be in the beneficiary's best interest.