We presume that individuals with disabilities are capable of conducting business with SSA without an accommodation unless they request an accommodation. When a member of the public who has a disability informs us that he or she requires an accommodation, we will make every reasonable effort to meet that need. In determining what accommodation to provide an individual, SSA will consider his or her request unless a more effective accommodation exists.

Individuals may request one or more accommodations. To request an accommodation, an individual may:

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  Call SSA’s National 800 Number

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  Visit a local field office or hearing office;

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  Contact, either by telephone or in writing, the office where he or she proposes to receive the accommodation;

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  Request notices in an alternate format through ssa.gov using the current internet Special Notice Options (SNO) process for individuals who are blind or visually impaired.

Standard accommodations do not require special handling or approval by a manager. However, the Office of Appellate Operations (OAO) is unique from other agency components as it generally does not have in person contact with the public and, therefore, is not usually equipped to immediately provide SSA’s standard accommodations. However, in the rare event a member of the public does request a standard accommodation from OAO, OAO staff will review the hearing level procedures outlined in HALLEX HA 01205.008 B and C and, whenever possible, provide the accommodation.

When a standard accommodation is inadequate or is not possible, OAO staff will offer alternative service options such as eServices or contacting the National 800 Number.

When a standard accommodation is insufficient to provide meaningful access, the individual has the option to request a different, non-standard accommodation. A non-standard accommodation is one that SSA does not routinely provide. OAO employees must consult with management on non-standard accommodation requests.

iAccommodate is an intranet application used to record and report accommodation requests (including standard accommodations and SNO) and, when applicable, to refer non-standard accommodation requests to the Center for Accomodations & Disability Services (Center).

OAO employees will follow the process set forth in HALLEX HA 01205.008 C to document requested standard and non-standard accommodations. Staff will document all claimant requests for recurring or future accommodations in the remarks section of a claimant’s record in the Appeals Review Processing System (ARPS).

When it is necessary to refer an accommodation request to the Center for Accomodations & Disability Services through iAccommodate, the Center will review the individual’s circumstances and the requested accommodation to determine how the agency can accommodate the individual. The Center will work through the OAO Executive Director’s Office (EDO) to gather additional information when necessary. The Center’s goal is to make a determination within two weeks; however, complex requests may take up to six weeks. The EDO will notify the referring branch of the Center’s determination. The Center will also provide written notice of its determination to the individual who requested the accommodation. The Center can also assist offices in obtaining accommodations they determine the agency should provide.