The FO should give priority attention to ARs.
Do not close an AR until all requested actions have been completed and all necessary
documentation has been added to the EF.
EXAMPLE: Mailing the claimant an SSA-821 is not sufficient action for closing the AR. Keep
the AR pending until you complete full work development.
The FO should not use the “Notes” field in the AR to document the AR response. The
FO should add all documentation into the EF and document any additional information
on an SSA-5002.
When the requesting office initiates an AR, use the following timeframes to expedite
processing:
Day 1-5: FO accepts the AR and initiates development (e.g., contact the claimant to obtain
forms such as SSA-820 or SSA-821). ARs should remain in “pending” status until the
FO completes ALL development and documents the electronic folder (EF). If the FO erroneously
closes the AR prior to completing development, the requesting office should send another
AR.
Day 6: If the FO has not accepted the AR within 5 days, the case processing system will
automatically send a follow-up AR.
Day 15: If the FO has accepted the AR but does not have the requested information to complete
the AR, notify the requesting office with a status using the Message function in eView
or with an SSA-5002 added to the file.
NOTE: The requesting office may send a follow-up AR if the FO does not provide a status
update after 15 days. Follow-ups will appear as separate action items on the EDCS
Actions Page in the “Assistance Request Follow-Up” Section.
Day 30: If the requested information is not received after 30 days:
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•
Attempt to provide the requested information based on available records and evidence.
EXAMPLE: If the SSA-821 has not been received, the FO completes a work determination on an
SSA-823 based on available evidence.
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•
Annotate efforts to obtain the information.
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•
Document conclusion or pending status details on an SSA-5002 or other applicable forms,
if applicable.
NOTE: If active development is still pending, provide an estimated date of completion
on an SSA-5002 or a status using the Message function electronic message in eView.
Day 35: If the FO has not accepted the AR, completed their development, or provided a status
update after 35 days, the requesting office may return the claim to the FO for further
development.
If, prior to completion of the AR, the requesting office determines it is no longer
necessary, it should cancel the AR and document the reason for the cancellation.