TN 45 (06-22)

GN 01070.600 Retrieving Information and Documents from Stored Folders

A. Background on Title II paper folder storage

Title II paper claims folders are stored in the Social Security Administration National Records Center (SSANRC).

1. Information Retrieval Groups (IRG)

The SSANRC and Mid-America Program Service Center (MAMPSC) operate the Information Retrieval Group (IRG), which assists field offices (FO), Workload Support Units (WSU), and Processing Centers (PC) by retrieving and supplying information and documents from Title II paper claims folders.

The IRG is not responsible for:

  • processing claims or post entitlement (PE) actions,

  • annotating or updating screens,

  • obtaining folders for the FO, WSU, or PC, or

  • providing voluminous copies of medical records.

Within five business days, the IRG responds to the requester by relaying the requested information in the file by telephone, fax, email, or by uploading the material to the electronic claims folder.

2. FO, WSU, and PC Instructions

FOs, WSUs, and PCs consider the following when requesting information through the IRG process:

  • If the needed information is electronically stored (i.e., Evidence Portal (EP), Electronic Folder, Master Beneficiary Record (MBR), Modernized Claims System (MCS), Evidence (EVID) screens, etc.), do not contact the IRG.

  • Always obtain a Processing Center Action Control System (PCACS) query or Evidence Portal (EP) query to confirm that an action is not pending in the PC. For example, the Type Of Event Level (TOEL) may show that an exception to an FO input is pending in the PC.

  • Review the PCACS query for the current folder location. Do not use the Folder Location Indicator (FLI) shown on the MBR, as this is not always accurate. Do not rely on an old PCACS query as the folder may have moved.

  • If you need information from a stored folder, request the information from the IRG prior to requesting the folder.

  • Use PCACS when you must obtain the paper claims folder.

  • If the PCACS response shows a folder location of "QUES", do not request information. This indicator means that the folder is not in the SSANRC.

  • If you receive a query, letter, document, etc., that requires action by another office, forward it to the appropriate office for processing. (If necessary, that office contacts the IRG).

B. Process for retrieving information and documents from the SSANRC IRG

If the PCACS response contains a “CAVE FILE” reference in the LOCATION field, send an administrative message (ADMS) to the SSANRC IRG by selecting #16 from the SSA Main Menu in PCOM; then on the Administrative Applications Menu Screen (ADMM) select function #15.

Use the following format for the ADMS (see example):

  • List Addressee Routing Indictors: SAXHX

  • To: Cave File (enter location number); IRG BA or CA

  • From: Your name; your position; FO, WSU, or PC and module or component; telephone number; email; fax number; routing indicator

  • Subject: SSN and NH Name

  • Text: Date and time, briefly summarize the required information and document(s).

For control purposes, maintain a copy of the ADMS electronically. See the following example of the ADMS:

  • If the requested information is stored electronically, the IRG technician will contact you via telephone or email.

  • The IRG technician will fax, email, or upload the requested information to the electronic folder, if unable to provide the necessary information over the telephone.

  • If instructed by the IRG technician, check the electronic folder and evaluate the material/evidence uploaded to determine if it is adequate to process the pending action.

  • After the IRG responds to the request, and if you still need the paper claims folder, refer to the folder request guidance on the SSANRC homepage here.

  • Typically, the SSANRC IRG responds within two days. If the SSANRC IRG does not respond within five full workdays after transmission of the ADMS, contact the IRG Quality Assurance Technician (QAT) at (888) 281-2999.

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GN 01070.600 - Retrieving Information and Documents from Stored Folders - 06/23/2022
Batch run: 06/23/2022