Resources
This should be used as a guide by the CSR when handling each call.
CHIP
SSA uses the _____ to issue program instructions to all operation's personnel.
POMS (Programs Operations Manual System)
What is a suite of Internet services for business, organizations, employers and authorized individuals to conduct business with and submit confidential information to SSA?
Business Services Online (BSO)
In ____, MySocialSecurity website became available to the public.
2012
A _____ is a record that houses information about an individual.
Query
This is the first place the CSR should look or research after attempting to find the answer in CHIP.
TSCOG
This contains information on SSA's computer system screens.
MSOM (Modernized Systems Operations Manual)
What is a web-based software that makes web sites more accessible to individuals with mild visual impairment or low reading skills?
BrowseAloud speech access
___ ____ _____ is the portal through which we offer Internet access to our secured online applications.
my Social Security
An ____ is a screen that will allow you to make changes to an individual’s record.
Input
______ is a compilation of agency processes, published policies, and daily instructions for the SSA employee.
PolicyNet
Each region has it's own site called ___ ______
SSA Intranet
What is a suite of applications enabling governmental organizations and authorized individuals to conduct business with and submit confidential information to SSA?
Government to Government Services Online (GSO)
The ____ ____ collects data on individuals that SSA provides service to.
CSR query
What is a program that allows you to access queries (records)?
PCOM (Personal Communication)
Using the ______ ______ automatically returns forms to the servicing field office.
Lookup feature
The use of ______ eliminates the need for you to print material and mail information to the caller.
eMailer
If someone has problems with online services, the designated person forwards the email to your _____ _____ _____ _____ ____.
Regional office systems support staff
The SSA employee uses the _____ _____ _____ ____ _____ application to assist customers with my Social Security registration problems.
Intranet Registration and Customer Support (RCS)
Our public service objective on the N8NN is to _____, ______, and ______ handle calls to completion.
accurately, uniformly, and efficiently
Individuals who have an appointment for an initial claim may receive calls from SSA's _____ _____ _____ ____.
Automated Appointment Reminder System (AARS)
At the time the caller would have reached an agent if he or she had waited on hold, ____ ______ launches a return call.
VQ technology
This may speed up the claims process
SSA's online claims services
For customers who cannot register online, or who are not comfortable registering online, we offer an _____ _____ _____ ____.
in-person identity verification process
The Social Security Administration's National 800 Number Network (N8NN) went live on _________.
October 1, 1988