Effective Dates: 08/08/2024 - Present Previous | Next

TN 25 (08-24)

GN 00904.204 Managing Inquiries from Individuals Abroad

A. Policy for managing inquiries from individuals abroad

Border field offices (FOs), domestic FOs, Payment Centers (PC), and the International Benefits Office (IBO) in the Division of International Operations (DIO) receive inquiries from persons abroad.

Refer to the chart in GN 00904.200 for when these offices have jurisdiction of foreign claims and issues.

B. Procedure for managing inquiries from individuals abroad

1. Procedure for making telephone or direct mail contact

Do not make telephone or direct mail contact with any individuals abroad except claimants or beneficiaries (including their appointed representatives and representative payees). Unless specifically instructed to do so, do not telephone or write directly to foreign employers, churches, civil authorities, etc.

2. Routing inquiries from individuals abroad

Route inquiries received from individuals abroad as follows:

Routing Inquiries

Inquiry From:

Received By:

Route To:

Notes:

Canada

FO, PC, or IBO

Border FO

For locations of border FOs, refer to Foreign Countries Serviced by Social Security FOs.

All Other Countries

FO or PC

IBO

When there is a NOT domestic claimant on the same Social Security record.

Route to:

  • •

    the Benefits and Earnings Technicians if IBO has a folder for the account; or

  • •

    the Claims Development Branch if IBO does not have a folder for the account.

All Other Countries

PC or IBO

FO

When there is a domestic claimant on the same Social Security record.

 

To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0200904204
GN 00904.204 - Managing Inquiries from Individuals Abroad - 08/08/2024
Batch run: 08/08/2024
Rev:08/08/2024