Introduction
SSA beneficiaries/recipients must keep an ___-___-___ mailing address on their SSA record.
up-to-date
Title II beneficiaries can submit requests for COA, telephone number, and D/D using their _______ ________
mySocialSecurity account
The law requires SSA to ______ benefits to prisoners and other inmates
suspend
You can only accept a request to _____, _____, or ______ direct deposit from a beneficiary, recipient, or a representative payee (rep payee).
start, change, or cancel
Advise the caller to re-contact us or to visit the __ with the routing number and account number once he or she has established an acceptable account
FO
Many beneficiaries/recipients will call the ____ to report their new address and/or telephone number.
N8NN
You should offer to send the link to the caller's email address or SmartPhone via text using _____
emailer
We usually find out that someone is incarcerated when a friend or family member notifies SSA of a ______ __ _______ for the beneficiary or the fact that they were incarcerated.
change of address
Before you process a direct deposit request, you must verify the ______ of the caller and verify that the account ownership and title information is acceptable.
identity
When the account information provided by the caller does not meet the requirements in TC 16001.030B, do ___ input
not
SSA began requiring payments to be sent via ____ ____ several years ago and the majority of beneficiaries do receive their payments this way
Direct Deposit
IF the caller is a beneficiary or recipient who does not have a rep payee
AND you can verify the caller's identity
THEN ____ ___ ___
input the COA
For title II cases, payments continue to all _______ on the account when the wage earner is in prison.
auxiliaries
The Debt Collection Improvement Act of ____ requires most Federal payments to be made by electronic funds transfer (EFT).
1996
A beneficiary or recipient who is his or her own payee may have payments deposited into a single account or an account that he or she co-owns with one or more individuals (e.g., his or her spouse, child, sibling). The account title must show that the beneficiary or recipient is an ____of the account.
owner
You may need to send a message regarding a change to another SSA component by sending a ___
IF the caller is a beneficiary or recipient who does not have a rep payee
AND you can verify the caller's identity
THEN ____ ___ ___ ___ ___
do not input the COA
If the caller reports that the beneficiary is in prison and benefits have not yet been suspended, do not ____ to make a decision about whether benefits should be suspended
attempt
This policy applies to all Title II beneficiaries and Title XVI recipients regardless of their ____ __ ______
date of eligibility
Unacceptable types of accounts for direct deposit
commercial
credit card accounts (including pre-paid credit card accounts)
loan accounts
mortgage accounts
other accounts from which funds cannot be withdrawn
Trust Agreements
accounts held in foreign FIs by beneficiaries who reside in the U.S.
accounts held in countries where International
Once in ___ you will have an opportunity to review, edit and confirm the information is correct before entering it.
POS
You should handle telephone requests for ____ __, ____ ____ (___) and ____ ____ (____) requests for change of address (COA) and/or change of telephone number and/or direct deposit (D/D) to completion whenever possible and verify the accuracy to ensure timely payment of benefits and delivery of notices.
Title II, Title XVI (SSI) and Title XVIII (Medicare)
If you receive a report that a beneficiary has been released from prison, advise the caller as follows:
(phrases)
______________________________________
______________________________________
______________________________________
______________________________________
benefits cannot be reinstated until the beneficiary visits the local field office (FO) with official release documents from the prison, and
the documents must show his or her release date and be signed and dated by the prison, and
the FO will update the record with his or her new address, telephone number, and direct deposit information, and
provide the address, telephone number, and hours of operation of the servicing FO.
CSRs should strongly encourage payment via DD by pointing out the advantages:
_____
______
______
______
Acceptable types of accounts for direct deposit:
_______
_______
_______
________
_________
_______
_______
checking accounts
savings accounts
other transaction accounts (e.g., money market accounts, share draft accounts)
investment accounts (See GN 02402.030C)
master sub accounts
debit-only accounts (including pre-paid debit card accounts)
trust accounts