GN 01070: Intercomponent Communications

Effective Dates: 02/18/2014 - Present

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 (if applicable)	5 calendar days after initial request
Second	OS or AMM	AMM or TSM	5 calendar days after 1st F/U**
Third	DM, ADM, BM, OO or MM	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, OO, or MM	DM, ADM, BM, or OO	15 calendar days after 2nd F/U
Fourth	AD, AAA DPBM, DPSM, DPBC	DM AD or AAA	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 Within. . .	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 or OO	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, OO or MM	DM, ADM, BM or OO	30 calendar days after 2nd F/U
Fourth***	AD or AAA DPBM, DPSM or DPBC	DM AD OR AAA	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.

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