1. a. 

   We complete almost all SSA business after an interview, either face-to-face or by telephone.

2. 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.

3. 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.

4. d. 

   An employee's expertise and manner of interviewing affects the outcome of the issue addressed.

1. 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.

2. b. 

   You may conduct interviews:

   • •

     before or while completing an application,

   • •

     during claims development, or

   • •

     postadjudicatively (after we process the claim).

3. c. 

   Provide privacy to promote a free exchange of information and to preserve confidentiality.

4. d. 

   We may adjudicate a claim without an interview. For example, if it is:

   • •

     received by mail, or

   • •

     solicited from a third party.

The interviewer should:

• •

  be objective;

• •

  gather accurate relevant information;

• •

  review office records (e.g., SSID, AACT, Numident, etc.);

• •

  use prescribed forms and designated blocks; and

• •

  review each form before the claimant signs it.

The goals of pre-interviewing are to:

• •

  determine the reason for the visit.

• •

  permit a free exchange of information, especially when the reason for the visit is not clear.

• •

  identify specific Social Security Administration (SSA) issues or problems.

• •

  determine if there is a need for non-SSA services and make appropriate referrals, see GN 00903.100.

• •

  aim for complete information at initial contact to avoid a subsequent interview. If this is not possible, obtain enough information to begin development.

  NOTE: Be alert to distinguish intent to file a claim from a vague or general inquiry. Resolve any uncertainty by taking a claim.

The following are do's and don'ts when providing information to an applicant.

1. a. 

   The applicant may audio record telephone or in-person contacts with SSA personnel. Refer any questions to your regional Center for Security and Integrity. Employees should not suggest or encourage the use of recording devices.

2. b. 

   Conduct recorded contacts in the same manner as a non-recorded interview.

3. c. 

   SSA does not consider a recorded contact played by the applicant or their representative as disclosure. Therefore, no precautions, such as a signed release, are necessary.

1. a. 

   Observe closely the rules on disclosure, as explained in GN 03301.004, and basic interviewing guidelines in these sections, as applicants are obligated to provide a great deal of private information.

2. b. 

   Exercise special care in SSI cases due to the sensitive nature of issues involving needy people.

3. c. 

   In making third party contacts, we require the consent of the applicant or representative. If the applicant does not give consent, advise the applicant of the effect on the claim.