If the telephone number is temporarily out of service, you should continue calling
until you make three attempts on different days.
If you reach someone at the wrong telephone number or if you reach a non-working number,
you should query other systems, e.g. Master Beneficiary Record (MBR), Supplemental
Security Record (SSR), Representative Payee System (RPS), and iSNO to determine if
we have another telephone number. You must make three attempts for all other available
If you are unable to locate a valid working number, you do not need to make further
attempts. Mail a courtesy notice explaining that we could not call the person to read
the notice because we do not have the person’s current telephone number. You do not
need to make a follow up telephone call on the courtesy notice. The notice is available
in DPS in the General folder under the title “SNO Request for Telephone Number,” and
in Aurora as exhibit letter E4012. DDS components should prepare the courtesy notice
using local procedures and store a copy of the notice in eView.
REMINDER: If you locate a working telephone number, be sure to update the new telephone number
in iSNO per NL 01001.020F. Also, update any other necessary systems (e.g., MBR, SSR) with the new telephone