I-1-6-15.Claimant and Public Assistance Branch Congressional Response Instructions

1. Calls Requiring One Claimant and Public Assistance Branch Action

In regards to telephone calls from congressional staff members, the Claimant and Public Assistance Branch's (CPAB) action is complete when:

• The congressional staff member requests only general information and CPAB provides the information;

• CPAB provides the requested information and the congressional staff member states that they do not need follow-up status reports; or

• CPAB refers the congressional staff member to another office.

In these circumstances, CPAB staff will not prepare a Telephone Report/Request (TR/R) (SSA-1531-U1). Instead, CPAB will record the call as a stroke tally on a “Calls Without Write-ups Report” form.

2. Calls Requiring Multiple CPAB Actions

Congressional telephone inquiries about specific cases usually require follow-up actions. On initial receipt of a congressional inquiry by telephone, receiving CPAB staff will:

• Explain that the call will be returned within 48 hours;

• Obtain an Appeals Review Processing System (ARPS) query;

• Obtain an Electronic Management of Assignments and Correspondence (EMAC) query; and

• Prepare a TR/R. The TR/R must include the names of the Member of Congress and staff member, the telephone number, and the claimant's name and Social Security number. The TR/R must also note exactly what information the staff member requested.

Congressional inquiries are usually assigned to CPAB staff on a rotating basis. However, if a CPAB employee has an open inquiry on the case or previously handled an inquiry on the case, the same CPAB employee will be assigned to handle the new inquiry.

The assigned CPAB employee will return the call within 48 hours. When returning the call, the CPAB employee will:

• Convey case status, advise that CPAB will provide status reports every 60 to 90 days, and explain that CPAB will send a written response when the Appeals Council (AC) issues its action;

• Annotate the TR/R with the information provided to the congressional staff member and enter the type and date of the response into EMAC; and

• Activate the congressional interest “CONG” case characteristic in ARPS.

3. Critical Case Allegations

If a caller alleges a case meets the criteria for expedited case processing (see Hearings, Appeals and Litigation Law (HALLEX) manual I-3-1-5), the CPAB employee will:

• Obtain as much information as possible from the caller, and if necessary, request documentation to support the allegation;

  NOTE:

  If a claimant alleges that they are experiencing homelessness, staff will verify the claimant's contact information, including their mailing address and phone number. As appropriate, staff will update the information in systems to ensure OAO has the correct contact information for the claimant.

• Complete a form SSA-2367-U3, “Telephone Request/Written Request Critical Cases;”

• Make a determination as to whether or not the case will be designated critical based on the criteria for expediting cases in HALLEX I-3-1-5;

• Activate the appropriate “critical” flag(s) in eView and case characteristic in ARPS; and

• Scan the form SSA-2367-U3 and all pertinent correspondence into the claims file.

4. Case is Pending in a Field Office or Hearing Office

If the inquiry concerns a case pending in a Field Office (FO) or Hearing Office (HO), the CPAB employee will:

• Provide the case status to the congressional staff member;

• Inform the component of the congressional interest and any critical allegations, if appropriate; and

• Forward the TR/R and correspondence to the component for further handling.

1. Receipt of Inquiry

When CPAB receives a written inquiry, a CPAB employee will:

• Date the inquiry;

• Obtain an ARPS and EMAC query; and

• Place the inquiry and the queries in a control folder.

Designated CPAB staff will:

• Identify allegations of a condition or situation that requires expedited case processing (see HALLEX I-3-1-5). If designated critical, the inquiries are then assigned to CPAB employees who handle telephone calls for further development;

• Identify questions regarding policy, processing times, or personnel matters, and as appropriate, forward the inquiry to the Executive Communications Staff for action (see HALLEX I-1-6-10 A); and

• Enter all pertinent information into EMAC and assign the inquiry to a CPAB employee.

2. Initial Response

Congressional inquiries are usually assigned to CPAB staff on a rotating basis. However, if a CPAB employee has an open inquiry on the case or previously handled an inquiry on the case, the same CPAB employee will be assigned to handle the new inquiry.

The assigned CPAB employee will release an initial written response to the congressional inquiry within seven calendar days of receiving the inquiry. The CPAB employee assigned to respond to the matter will:

• Analyze the inquiry to determine what information the inquirer knows and what is being requested;

• Use available queries and conduct other research to provide the status of the case to the inquiring party; and

• If necessary, contact the appropriate component to obtain further information or to resolve any discrepancies.

Further, if the case is pending in an OAO branch, the assigned CPAB employee will:

• Activate the congressional interest “CONG” case characteristic in ARPS; and

• Add the inquiry to the claim(s) file.

When the assigned CPAB employee completes all development and is ready to provide a written response to the congressional office, the employee will:

• Select the appropriate macro from CPAB's Document Generation System (DGS) (modifying the macro, if necessary, to ensure that all questions are answered); and

• When a response letter is approved and ready for release, CPAB staff will release one original copy to the congressional office and scan the letter into eView along with the incoming correspondence.

3. Interim Response

The assigned CPAB employee will provide a written interim response to the congressional office every 60 to 90 days until the AC is ready to issue its final action.

4. Final Response

When the AC has prepared a final action document (or the separate notice of review), the OAO branch places the case in CPAB status so it can prepare a written response for the Member of Congress. Once CPAB has prepared a response for the Member of Congress, it will scan the response into eView. CPAB will date and release the congressional response to the Member of Congress close in time to the release of the AC final action document (or the separate notice of review) to the claimant and appointed representative, if any.