• •

  QR selects a random sample of cases each month.

• •

  Quality reviewers in QR field sites throughout the country conduct reviews on the selected cases.

• •

  The quality review consists of one or more of the following actions by QR:

  1. a. 

     A review of the SSI claim or RZ or LI folder and other documents and records related to the SSI case;

  2. b. 

     A contact (mail or telephone) with the SSI recipient or representative payee; and

  3. c. 

     Contacts with third-party collateral sources of information.

• •

  QR prepares reports for publication and develops corrective action recommendations based on the review data. Recommendations may take the form of changes to the law, regulations, or policy and procedures.

QR field sites contact members of the public to complete their reviews.

1. a. 

   For Stewardship Reviews, the QR reviewer sends the SSI recipient or representative payee an appointment letter to schedule a telephone interview and explain the purpose of the review. The appointment letter or request notice provides the quality reviewer's name and a telephone number in the QR field site that the SSI recipient or representative payee can call with questions regarding the SSI QR.

2. b. 

   For TAR, the reviewer may send a request notice to the recipient or representative payee if they need further development for an issue.

The SSI recipient or representative payee may contact the field office (FO) or teleservice center (TSC) to verify the authenticity of the SSI QR or identity of the QR employee. When the TSC receives an inquiry, follow the instructions in TC 00101.035. When the FO receives an inquiry, the FO should follow the steps below to verify the identity of the interviewer and provide the individual with further assistance or information regarding the QR:

• •

  Open Outlook Exchange System and access the address book, known as the “Global Address List” (GAL). Use the GAL in Outlook to confirm that the reviewer is an employee of QR.

• •

  Did you verify the employee’s name?

  • –

    If yes, advise the caller that the individual is a QR employee who is responsible for contacting beneficiaries. Assure the caller that QR does request documents and or forms by mail for reviews.

  • –

    If no, treat this as a suspicious contact and prepare a report via the Allegation Referral Intake System (ARIS). Users may access ARIS from SSA's IMAIN page, select the ARIS - Allegation Referral Intake System link. The link to ARIS is also on the Fraud Security and PII and the Office of Program Integrity homepages.

You can find contact information for QR field sites at this link: QR Field Sites.