Recent Updates
What is the name of the new form that has replaced the SSA-795 (Statement of Claimant or Other Person) for benefit continuation (SBC)that allows Title II and XVI individuals and Title II auxiliaries to continue receiving benefits while they appeal a medical cessation or adverse medical reopening determination?
SSA-792 (Statutory Benefit Continuation Election Statement)
You have a caller that is aged 64 and 11 months. Should the agent still screen for SSI?
Yes. Any applicant filing for T2 DIB OR aged 64 years and 10 months or older should be screened for SSI, even if they do not mention it. If the caller is not eligible for SSI due to income/resources or are not interested in filing for SSI, they MUST be issued an L991 and this should be notated in your remarks.
After 30 seconds have elapsed from your initial greeting and the caller has not responded, what should you do?
You should say the following "I am sorry, but I am unable to hear you. I am going to release the call at this time. If you are able to hear me, please call us back at 1-800-772-1213 8AM – 7PM, Monday through Friday.”
Beginning April 25,2025 what is the new percentage that will automatically be withheld if SSA does not hear from the NH within the 90-day period?
50 percent
If you schedule a claim or pe appointment and there is a mistake, or the lead/appointment was scheduled in error, what should you do.
Reach out to management and have them cancel the incorrect lead or PE appointment.
If an induvial contact us to start, stop or change the voluntary tax withholding what options should we offer the caller.
Offer to complete the W4V via verbal attestation, offer to email/text, mail or advise the caller they can download the form.
What should you do if a caller request to place you on hold to obtain information needed for the conversation?
Advise the caller that you can only wait for a short period of time. Do not give the caller a specific timeframe. Allow the caller a reasonable amount of time to return. If the caller does not return within a reasonable amount of time, consider terminating the call.
What are you able to complete in TED now for T2 or Medicare beneficiaries.
Change of Address for individuals with LAF codes (C, D, E, S2, S3, S6, SD, or AD).
If a NH wants to apply for SSIAI and SURSPO benefits should the agent create one claim under the spouse's ssn?
No, the agent should create two separate lead SURSPO under the spouse's ssn and then the SSIAI lead under the NH's ssn.
Why should you always use CHIP?
Chip provides you with your I&I and advises you of what actions to take.
When handling a call and you need to place your caller on hold should you use the mute feature or just put them on hold without asking?
No, you should ask you caller “Do you mind if I place you on hold or I need to look at the record would you mind being placed on hold".
If an individual is currently entitled to SSA benefits and they are following up regarding the SSA Fairness Act and if their record has been updated, should we send an MDW to the PC.
No, advise individuals that the SSA began automatically updating records to remove WEP and GPO in February 2025 and upx were released, however some complex cases will require manual review. Complex cases will have to wait until December to inquire about the status of their underpayments and ongoing benefit amount.
If a caller intends to file using internet claim (iClaim), what action should you take
Complete the Benefit Screening and Claims/Leads Info screens in CHIP to establish a protective filing date in ELAS. DO NOT SCHEDULE AN APPOINTMENT. In remarks enter, “Caller intends to use IClaim-Send Closeout Notice.”
*REASON: When a caller expresses the intent to file an IClaim application, establish protective filing. The servicing field office (FO) will send the closeout notice.
When should you send an MDW
You should only send an MDW when you are asking another office to take an action.
If you complete the voluntary tax withholding via verbal attestation what other action should be completed besides inputting the information into TED.
You should also complete the actual W4v form while handling your call and input it into Evidence Portal.
Should we issue a closing offer of assistance to the caller and the call is coming to an end?
Yes, you should always make sure that all actions have been completed (Is there anything else I can help you with
If we receive a call from an individual and they are requesting, their social security number for reasons other than handling Social Security matters how can they obtain this information?
The digital SSN feature through there myssa account which will allow account holders to conveniently display their SSN. This enhancement will provide individuals who have forgotten their SSN or misplaced their SSN cards to securely view their SSN online.
When screening an individual for disability should we screen for SSI and DIB?
Yes
If a direct input was unsuccessful, are you able to send an MDW and if so, should you indicate the reason you are sending the message.
Yes, you should always indicate the reason you are sending an MDW if the direct input was unsuccessful
When handling calls are we to use TED only?
No, we should use TED and CHIP and other available resources. CHIP is MANDATORY!!!
If you place the caller on hold, should you return periodically to let them know you are still researching the issue or just continue to let them hold?
Yes, you should refresh your caller at least after two to three minutes just to let them know that you are still researching the issue.