POMS Reference

This change was made on Apr 4, 2018. See latest version.
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GN 01070.235: When FO To PC OPTEL Procedure Is To Be Used

changes
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  • Effective Dates: 11/10/2016 - Present
  • Effective Dates: 04/04/2018 - Present
  • TN 19 (05-07)
  • GN 01070.235 When FO To PC OPTEL Procedure Is To Be Used
  • A. Policy for use of FO to PC OPTEL procedure
  • OPTEL calls can be used when FO personnel have questions concerning an overpayment / recovery situation involving a case where:
  • * Jurisdiction for collection activity has been transferred to the FO.
  • * The beneficiary has requested an explanation of his/her overpayment notice.
  • * Clarification of a processing center development request is required.
  • * An explanation of worksheet entries is required.
  • * Benefit offset is in progress, the claimant has made a full refund and efforts to stop withholding through ROAR have been unsuccessful.
  • B. When to use the MDW process
  • If the issue is clearly too complicated to be explained over the telephone, use of the MDW should be considered. (Refer to MSOM MDW-001-001 for instructions on this procedure or to "Modernized Development Worksheet Instructions for Intercomponent Development Requests" at: http://kcnet.kc.ssa.gov/cps/t2systems/TOC for MDW.html.)
  • If the issue is clearly too complicated to be explained over the telephone, consider use of the Modernized Development Worksheet (MDW). (Refer to MSOM MDW-001001 for instructions on this procedure or here for MDW instructions for inter-component development requests.
  • The MDW can also be used for certain contacts falling outside the criteria described in GN 01070.235A, if all the following conditions are met.
  • * The contact must involve an overpayment / recovery issue.
  • * Circumstances warranting special handling (e.g. potential public relations problem, financial hardship, etc.).