Jennifer Cronenberg, NOSSCR Senior Counsel, Director of Legal Information

When starting an online third-party application for a new client, many representatives complete the first portion of the application early in the process, pausing (sometimes for weeks) before completing the Disability Report (Form SSA-3368). With the recent changes in the past relevant work rules, this pause may no longer be necessary.

Most clients are able to recall their work history for the past 5 years without additional research. Simple Google searches can typically fill in any gaps (such as employer address) that the claimant might be missing. The same is true for treating sources—while many claimants misremember their doctors’ names, they can typically provide enough information that a corresponding Google search will provide the needed detail (“it’s that place by the Arby’s on Hill St. near the gas station” is actually helpful information if you’re willing to look). If you ask, most claimants can walk to their kitchen or bathroom and read the labels to you from all of their current medications. And don’t forget my favorite question: is there anything else? An impressive majority of claimants will provide additional treating sources and medications when asked targeted follow-up questions (What about PT? Counseling? Sleep meds?).

My point here is this: never underestimate the value of already having your client on the phone. When possible, seek to get as much information from your client as you can as early as possible in the process. This will have the added benefit of allowing you to complete the application earlier, which should reduce processing time. SSA does not consider an application complete until the Disability Report is received; however, they do start counting processing time as soon as the application is started.  

That said, accuracy is still important. If you have your staff assisting claimants with Disability Reports, it is crucial that you train your staff in the importance of these reports. These aren’t simply a box to check in the application process—rather they are vital evidence that can haunt claimants for years if completed inaccurately. How many hours did you walk/stand/sit should never total more than the number of hours worked per day. An educational level that’s misreported could disallow an otherwise appropriate grid award.  

We know that SSA has a backlog issue at the initial claim level. SSA knows this too. NOSSCR continually advocates for improvements in SSA’s processing and local office response times. We should also be doing all that we can to ensure timely and accurate application completion.