1st & 3rd
An event reported by a competent adult entitled on the same Social Security number (SSN) who is acting at the request of the beneficiary is what type of a report?
First Party Report
True or False? (Please list reference)
When Screen Pop is utilized, you must verify the caller's name.
True
Per OB 26-007, you do not need to re-verify answers already marked as verified but must verify any additional information needed to confirm the caller’s identity, as instructed in TC 01005.030. For all Screen Pop calls, always ask, “For verification purposes, will you please tell me your name.” See TC 00101.022
BEVE
SANDP+1
You must always properly identify the reporter. Use only ______-ended questions when talking to the individual.
Open
Per TC 01005.030 - Client Identification Chart & TC 01001.020 - Identifying Reporters
"This means you must not disclose any identifying information to the reporter or provide the reporter with any other assistance or coaching in answering your questions. "
"If the caller alleges to be the beneficiary, identify the reporter by obtaining all the required information in the list below using open-ended questions. Do not disclose any identifying information, including banking and telephone information, to the reporter or provide the reporter with any other assistance in answering your questions. "
I am Health insurance administered by the federal government. What are I?
Medicare (HI/SMI)
An event reported by a relative, friend or neighbor acting on their own accord is what type of report?
Third Party Report
True or False? (Please list reference)
If you must place a caller on hold you are only required to ask the caller to hold and check in with the caller every one to two minutes?
False TC 00101.020 - Handling Telephone Calls
If you need to place a caller on hold, explain the reason to your caller.
When you must place a caller on hold, ask the caller for permission to place him or her on hold. Use language such as “Do you mind if I place you on hold, I need to look at the records.
Wait for the caller’s response and thank him or her before selecting the Hold feature.
After a minute or two, return periodically to let him or her know you are still researching the issue.
When you return to the caller, thank him or her for their patience while on hold.
You should acknowledge and apologize to the caller for the wait.
1099's
SANDP+1
When verifying NH for COA, is it true that we must have the complete legal name including middle names and hyphens?
No False - Per TC 01005.030 - Client Identification Chart & TC 01001.020 - Identifying Reporters
The NH's complete first and last name.
Individuals must provide their complete first name (e.g., Pamela instead of Pam, William instead of Bill). This also applies to individuals with hyphenated last names, especially if the full name is displayed on SSA’s record. The middle name is not required.
I am based on old age or disability, along with income and resources. What benefit am I?
SSI (Supplemental Security Income) - T16
TC 10001.020 & Supplemental Security Income (SSI) | SSA
An event reported by an agent (i.e., lawyer, accountant) or authorized representative is what type of a report?
First Party Report
True or False? (Please list reference)
It is not required to advise the caller who is calling for a COA to notify the post office of the change and to advise a Medicare Recipient that the Medicare record will also reflect the update.
False - TC 09001.020 - Guidance and Reminders for Change of Address Reports.
1. Post Office notification
Tell the caller that this report only changes the beneficiary’s or recipient's address on Social Security Administration’s records. He or she should also complete a United States Postal Service (USPS) change of address card or access the USPS website (http://www.usps.com) to ensure delivery of all other mail.
2. Medicare entitlement
If the report is for a Medicare only beneficiary or a Title II beneficiary who is also entitled to Medicare, inform the caller that the Medicare record will also reflect the new address after we process the COA.
Phone Number only Change
SNADP+1
When verifying NH for COA, is it true that beneficiary's or recipient's place of birth (The State or Country provided by the caller must be an exact match).
Yes, per TC 01001.020 - Identifying Reporters
"Request the city or town only when a city or town appears on the Numident. The city or town does not have to match to satisfy this requirement. If the Numident does not contain a city or town, do not request it. If the place of birth is not in any SSA record, ask for another piece of information about the caller, such as place of employment for the previous year."
To qualify for me, you must have an illness or injury that is expected to last at least 12 months or longer or be expected to result in death.
DIB - Disability
TC 10001.010 & DI 10105.060
An event reported by an agency or social worker who is not a representative payee is what type of report?
Third Party
True or False? (Please list reference)
If a customer does not have a MySSA Account, you only have to mention online services as an option.
True or False? (Please list reference)
If a customer does not have a MySSA Account, you only have to mention online services as an option.
Benefit Screening
No verification Needed
When verifying NH for COA, is it true that if the beneficiary or recipient has existing DD information on the record, he or she must provide the existing RTN and the DAN and we may omit the 0's and 1's at the beginning of the account.
False - Per, TC 01001.020 - Identifying Reporters
The RTN and DAN must be an exact match unless he or she is a victim of fraud.
At what age can a worker start collecting reduced Social Security retirement benefits?
62 - TC 10001.010 &
Which reference gives you information about types of reports?
TC 01001.010 - Types of Reports
True or False? (Please list reference)
If a caller who has Direct Express calls in for COA you must advice the caller to notify Direct Express of the COA.
True - TC 09001.020 - Guidance and Reminders for Change of Address Reports.
Advise the caller to notify Direct Express of the COA by calling 1-888-741-1115 for cards beginning with 533248 or 1-866-606-3311 for cards beginning with 511563. You can identify a Direct Express account by the presence of the unique routing transit number (RTN) of 072413133 on the record.
COA
SANDP+2 along with RT & Acct#
If the caller is a Direct Express cardholder, he or she is not required to provide their RTN and DAN as an item of identification, since the Direct Express account number is not provided to the cardholder by the Financial Institution or the Department of the Treasury. What are two additional items that we can use for verification?
Per, TC 01001.020 - Identifying Reporters
o phone number,
o benefit entitlement on other records (e.g., spouse, widows),
o approximate date of last address change,
o if receiving Medicare, the Medicare Beneficiary identifier (MBI),
o mother's maiden name,
o father's first name, or
o last monthly payment amount (with or without Medicare premium deduction).
If I call into the office to update my direct deposit, what are the 4 options that I have to get the information updated?
1. Direct Deposit Team w/ Security Authentication Pin through MySSA
2. Auto Enrollment through Select Financial Institutions
3. Express Service through FO
4. MySSA Directly (up to 60 days to update)