Unless specifically noted, the policies and procedures described in this subchapter
apply to both title II and title XVI interviewing situations.
1. General interviewing guidelines
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a.
We complete almost all SSA business after an interview, either face-to-face or by
telephone.
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b.
Field office (FO) and teleservice center employees represent the Federal government.
An employee's actions can determine an individual's image of the Federal government.
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c.
Employees should make each individual feel welcome and treat them with dignity and
respect. Interviewers should make every effort to alleviate an individual's fear or
anxiety about dealing with the Government.
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d.
An employee's expertise and manner of interviewing affects the outcome of the issue
addressed.
2. Interviewing conditions
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a.
We conduct interviews over the telephone, or in or out of a FO.
NOTE: For special procedures in Supplemental Security Income (SSI) interviews (including
when to conduct a face-to-face interview), see SI 00601.060 and for situations requiring face-to-face interviews, see GN 00203.003B.
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b.
You may conduct interviews:
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before or while completing an application,
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during claims development, or
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postadjudicatively (after we process the claim).
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c.
Provide privacy to promote a free exchange of information and to preserve confidentiality.
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d.
We may adjudicate a claim without an interview. For example, if it is:
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solicited from a third party.
The interviewer should:
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gather accurate relevant information;
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review office records (e.g., SSID, AACT, Numident, etc.);
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use prescribed forms and designated blocks; and
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review each form before the claimant signs it.