As we hit the full month mark of this government shutdown, we know your practices are feeling the pain of an agency that is only partially open—questions aren’t being answered, phone calls are going unanswered, medical records requests and consultative evaluations are being delayed, and misinformation abounds. In a field where too often it’s already extremely challenging to guide cases through proper processing, now even those normal work processes are being frustrated. However, we urge you to keep in mind that the pain you are experiencing is also being felt by field office workers and DDS employees, many of whom are now reporting to work without the hope of a paycheck arriving anytime soon. Yes, 1696s should be processed and attached to cases, and yes, field offices and payment centers should still process disability claims and award notices and answer representative questions, but please remember, when you are able to get someone on the phone, that they are facing uncertain times too, and, like many of us, they are operating without the proper support networks and oversight in place. So keep advocating for your clients, keep reporting issues (both to NOSSCR and to the Regional Communications Directors), but please also practice patience and compassion during these uncertain times. Now here’s a reminder of where things stand:

What we know:  

• Field Offices are supposed to appropriately field inquiries from appointed representatives. We are not considered third parties.  
• Field Offices are also supposed to interact with the staff of appointed representatives.
  • SSA’s System of Records Notice (SORN) gives the agency authority to disclose information to the staff of appointed representatives based on the Privacy Act routine uses. This has not changed with the shutdown.  
• SSA should continue fielding inquiries from both appointed representatives and appointed representatives’ staff. 
• At NOSSCR’s urging, the Regional Communications Directors (RCDs) have now sent multiple memos to Field Offices reminding them of the above.  

What can you do if you’re experiencing field office issues:  

• If you are still experiencing issues with Field Office communication, please report the details of each incident to the appropriate Regional Communications Director.  
• The RCDs are working during the shutdown and are acting on issues (even if they don’t respond directly to you).  

What can you do about payment center / fee issues: 

• The RCDs also oversee the payment centers and can help on any non-discontinued payment issue during the shutdown.  
• However, due to the shutdown, those who oversee the RCDs have largely been furloughed, limiting NOSSCR’s ability to further escalate individual fee issues for our members.
  • While improving SSA’s effectuation process remains a vital part of NOSSCR’s mission, please be mindful that usual processes are currently disrupted.  
  • Once the government fully reopens, if you have ongoing individual case issues that require NOSSCR’s intervention (and the usual means of escalation, including the RCDs, have not been able to resolve the issues), please reach out to jennifer.cronenberg@nosscr.org. 

What if a new representative just started at your entity or you need to update your personal information (including switching to direct deposit):  

• The agency is processing Form SSA-1699 during the shutdown.
  • New representatives or those needing to update information (personal / business contact information, direct deposit, firm affiliation, etc.) should continue to fax Form SSA-1699 to the Office of Central Operations at 877-268-3827 during the shutdown. 
     
• However, OHO is not scheduling the meetings to set up new ARS/ERE access. If you’re a new hearing/AC representative who is trying to get ARS/ERE access for the first time, you will have to wait until after the shutdown ends.
  • In the meantime, you should reach out to OHO directly for any cases where you are listed as the representative. OHO will send you the eFile via alternative means (likely encrypted email).  
• Representatives who already have ARS/ERE access will continue to be attached to individual claimant’s eFiles as usual.  

We know that this is a confusing and frustrating time; however, we urge patience and understanding as you interact with those left at the agency who are still working. SSA’s contingency plan does not spell out every possible situation and dictate what will and will not happen in those situations. We are learning as we go, and so are agency staff.  

Please continue to bring issues to NOSSCR’s attention, both by emailing jennifer.cronenberg@nosscr.org and by discussing issues on our listserv. We are doing everything we can to immediately troubleshoot widespread issues and find answers to your questions during these uncertain times. Hang in there, continue zealously advocating for your claimants, and, when all else fails, contact your elected representatives and tell them to get back to work!