Effective Dates: 03/24/2026 - Present Previous | Next

TN 46 (03-26)

GN 03910.045 Communicating with a Representative

We document all communications with a representative. Staff must document the contact regardless of whether it was initiated by the representative or us.

Most representative communication occurs during the period beginning on the date we recognize the representative's appointment to represent a claimant in a case and ending when the appointment ends ("the appointment period"). However, we must also document communications with a representative that occur outside the appointment period (e.g., communications related to a particular claim, a representative's appointment, or a fee matter may occur prior to the establishment of an appointment or after an appointment ends).

NOTE: For information about when a representative's appointment begins, see GN 03910.040A.4.a. For information about when a representative's appointment ends, see GN 03910.060B.

Claim-related communications to or from representatives generally require updates to the case file (see subsection A of this section).

Other communications to or from representatives generally require updates to the Registration, Appointment, and Services for Representatives application (RASR) (see subsection B of this section).

NOTE: Staff must copy claimants on all call-in letters to representatives. (But see DI 31001.010C.7 for procedures specific to the Disability Determinations Services).

A. Updating the case file

1. Written Communications

Field Office (FO) staff will update the case file by:

  • •

    Adding any document received from or sent to the representative regarding the case (e.g., a letter, protest, response, or clarification) to the claim record;

    • –

      For electronic cases, staff must enter documents in the certified electronic folder (CEF). However, notices sent to the representative will be stored automatically in the Online Retrieval System.

    • –

      For paper cases, staff will update the paper file with the original document. If the claim file is at another component, staff will send the document to that component after faxing it into the Evidence Portal (EP).

  • •

    Annotating the Development Worksheet, if available, with the date and a brief description of the contact (e.g., "Requested that the representative obtain a signed Form SSA-827 (Authorization to Disclose Information to the Social Security Administration) from the claimant"); and

  • •

    If we responded, completing an SSA-5002 Report of Contact (ROC) to record our response (e.g., calling the representative back or mailing a document).

    • –

      For electronic cases, staff will use the Electronic Disability Collect System (EDCS) to enter the ROC in the CEF.

    • –

      For paper cases, staff will update the paper file with the original ROC. If the claim file is at another component, staff will send a copy of the ROC to that component after faxing it into the EP.

NOTE: If the FO receives a document, other than a protective writing, relating to a claim or a claimant and there is no active claim file, staff must contact their management to determine the best course of action. For information on how to process protective writings, see GN 00204.010 - Protective Filing.

2. Verbal Communications

FO staff will update the case file by:

  • •

    Annotating the Development Worksheet, if available, with the date and a brief description of the contact (e.g., "Requested that the representative obtain a signed Form SSA-827 (Authorization to Disclose Information to the Social Security Administration) from the claimant"); and

  • •

    Completing a ROC to record any verbal communication (i.e., in-person or telephone contact) and, if necessary, our response (e.g., mailed/faxed a document).

    • –

      For electronic cases, staff will use EDCS to enter the ROC in the CEF.

    • –

      For paper cases, staff will update the paper file with the original ROC. If the claim file is at another component, staff will send a copy of the ROC to that component after faxing it into the EP.

B. Updating RASR

Staff will update RASR by recording a ROC to add information received from the representative (e.g., an employer identification number (EIN)/affiliation clarification).

Staff will make note of documents received from representatives that do not belong in the claim file (e.g., a letter requesting a correction or reprint of IRS 1099-MISC or IRS 1099-NEC) in a ROC in RASR and dispose of the documents. Staff must not upload these documents to the claimant’s file, regardless of whether the request is related or unrelated to a claim.

EXAMPLE: A written request for a correction to a 1099, or the corrective action, can be documented in RASR but must not be added to the claim folder (paper or CEF).

To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0203910045
GN 03910.045 - Communicating with a Representative - 03/24/2026
Batch run: 03/24/2026
Rev:03/24/2026