GN 01070: Intercomponent Communications
TN 19 (05-07)
A. Policy for use Of FO OPTEL to the PC
The FO should never routinely input to the Debt Management System (DMS) in advance of an OPTEL call. The issue should be discussed with the PC technician who will determine whether DMS input is appropriate. If input was made prior to the call, the PC technician will be alerted to this fact.
B. Instructions for placing An OPTEL
1. Who to call
Call the BTE in ODO, or a debt specialist in the DMS in the PC provided that the inquiry:
involves no more than two overpaid beneficiaries; or
involves more than two, but they are each overpaid for the same month(s) and reason(s).
2. Call guidelines
Refer to DOORS to obtain the PC's telephone number.
If the person who is responsible for the folder is not available, request to speak to the designated backup.
See chart in GN 01070.245 for SSN jurisdictions for the processing centers.
C. Follow-Up Timeframes
1. Guidelines for follow-Up timeframes
Always advise the requesting office when there will be delays so a decision can be made regarding alternative development sources, if necessary.
Discuss follow-up dates with the requesting office to avoid any misunderstanding in the future. If the follow-up date falls on a weekend or other non-work day, use the first work day thereafter.
-
If a request cannot be answered within the prescribed follow-up timeframe, notify the requesting office and explain the problem and the anticipated response date.
NOTE: The requesting office should extend the follow-up time- frame only if the reasons for the delay are outside of the control of the assisting office.
Control the telephone development request according to local management practice.
2. Examples Of timeframe charts
The following charts demonstrate timelines for following up on high priority, OPTEL and routine requests:
Acronym |
Description |
Acronym |
Description |
---|---|---|---|
AAA |
Area Administrative Assistant |
DPBC |
Deputy Process Branch Chief |
AD |
Area Director |
DPBM |
Deputy Process Branch Manager |
ADM |
Assistant District Manager |
DPSM |
Deputy Process Section Manager |
AMM |
Assistant Module Manager |
DM |
District Manager |
BA/BTE |
Benefit Authorizer |
MM |
Module Manager |
BM |
Branch Manager |
OO |
Operations Officer |
CA/CTE |
Claims Authorizer |
OS |
Operations Supervisor |
CCRE |
Check Claims and Recovery Examiner |
SR |
Service Representative |
CR |
Claims Representative |
TSM |
Technical Staff Manager |
a. FO And PC high priority requests To PC*
Follow-up |
Who Calls |
To Whom |
When |
---|---|---|---|
First |
CR, CA, or BA/BTE |
CA/CTE or BA/BTE |
5 calendar days after initial request |
Second |
OS or AMM |
AMM or TSM |
5 calendar days after 1st F/U** |
Third |
DM, ADM, BM, |
MM |
5 calendar days after 2nd F/U |
Fourth |
AD, AAA, DPSM or DPBM, DPBC |
DPSM, DPBM or DPBC |
5 calendar days after 3rd F/U |
* For list of FO High Priority situations see GN 01070.200B.
For list of PC High Priority situations see GN 01070.400B.
** If folder in PC location and has not been located at this point, and payment is due for the current month or the following month, see GN 01070.222.
b. FO and PC high priority requests to FO*
Follow-up |
Who Calls |
To Whom |
When |
---|---|---|---|
First |
CA/CTE, CR, or SR |
CR, SR |
20 calendar days after initial request |
Second |
OS, AMM or TSM |
OS |
10 calendar days after 1st F/U |
Third |
DM, ADM, BM, |
DM, ADM, |
15 calendar days after 2nd F/U |
Fourth |
AD, AAA |
DM |
15 calendar days after 3rd F/U |
* For list of FO High Priority situations see GN 01070.200B.
For list of PC High Priority situations see GN 01070.400B.
c. OPTEL contacts
If OPTEL Response Not Received |
Who Calls |
To Whom |
When |
---|---|---|---|
30 calendar days or the folder was originally unavailable for review and the expected date of availability has been reached |
DO Technician |
PC Technician |
10 calendar days* |
10 calendar days of previous follow-up |
OS |
AMM or TSM |
15 calendar days |
15 calendar days of previous follow-up |
DM, BM, ADM |
MM |
15 calendar days |
15 calendar days of previous follow-up |
AD or AAA |
ARC, Programs |
|
*If the follow-up contact reveals the folder is unavailable for review, diary for the date the folder is expected to be available for resolution of the inquiry.
d. FO and PC routine requests to FO*
Follow-up |
Who Calls |
To Whom |
When |
---|---|---|---|
First** |
CR, SR, CA, BA or CCRE |
CR or SR |
60 calendar days after initial request |
Second** |
OS, AMM or TSM |
OS |
30 calendar days after 1st F/U |
Third*** |
DM, ADM, BM, |
DM, ADM, BM |
30 calendar days after 2nd F/U |
Fourth*** |
AD or AAA |
DM |
30 calendar days after 3rd F/U |
* For FO routine requests see GN 01070.205.
For PC routine requests see GN 01070.400B.
** Contact is made by mail.
***Contact is made by telephone.