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Screen Pop Call Flow  

Welcome 
Message 

Recorded 
Message 

Language 
Selec8on 

Website 
Message 

Main Menu 
(Speak 
Freely) 

Thank you for calling 
Social Security. 

Agent 

To ensure that you 
receive accurate and 
courteous service, your 
call may be monitored 
or recorded 

To con8nue in English, 
press 1 now, or say  
English  (Spanish also) 

Many services are also 
available on  
our internet site at WW 
W dot Social Security dot 
G O V 

Please tell me briefly the reason for your call.  For example ,, you 
could say I want to set up direct deposit. 

Please hold while 
I transfer you for 
agent service 

EWT <=3 

Transfer 
Message 

(Es8mated Wait Time) 

EWT >3 
Rather than wait in line Social Security can call you 
back when it is your turn.  You will not lose your 
place in line if you choose to use this service.  To 
receive a call back please press or say 1.  To 
con8nue to hold for an agent please press or say 2. 

SVC 
Ques8on 

  (Scheduled Voice Callback)

No 

Yes 
SVC 
Applica8on 

Emergency 
Message? 

Yes 
Emergency  
Message 

No 
We will now 
transfer you to 
an agent,>  Your 
es8mated wait 
8me is… 

EWT 
Message 

PRA and 
Privacy Act 
message 
   Paperwork Reduc8on     
    Act Statement and  
    Privacy Act Statement    
    (approved by OPLM &    
     OPD) 

Screen 
Pop (SSN 
Collec8on) 

  (Social Security number) 

Agent 

The following Privacy Act Statement will be inserted at the beginning of the Automated
Telephone call before information is requested from the respondents:
PRIVACY ACT STATEMENT
Collection and Use of Personal Information
Sections 205(a) and 1106 of the Social Security Act, as amended, authorize us to collect
certain information to permit access to our automated telephone applications to report,
use, or submit claims related information to us. You do not have to use our telephone
services and your responses to the questions we ask are voluntary. Failure to provide the
information, however, will prevent you from using our automated telephone services.
We rarely use the information you give us for any purpose other than to grant access to
our automated telephone services and for claims related business transactions. However,
we may use the information you give us for the administration and integrity of our
programs. We may also disclose information to another person or to another agency in
accordance with approved routine uses, which include, but are not limited to, the
following:
1. To comply with Federal laws requiring the release of information from Social
Security records (e.g. to the Government Accountability Office and Department
of Veterans Affairs);
2. To facilitate statistical research, audit , or investigative activities necessary to
assure the integrity and improvement of Social Security programs;
3. To respond to a request on your behalf from a Congressional office or the Office
of the President; and
4. To other Federal agencies and our contractors, including external data sources, to
assist us in efficiently administering our programs.
We may also use the information you give us in computer matching programs. Matching
programs compare our records with records kept by other Federal, State, or local
government agencies. We use the information from these programs to establish or verify
a person’s eligibility for federal-funded or administered benefit programs and for
repayment of incorrect payments or delinquent debts under these programs.
A complete list of routine uses for this information is available in our Privacy Act System
of Records Notice (SORN) entitled, Claims Folder System (60-0089). Additional
information regarding this information collection, routine uses of information, and other
Social Security programs are available from our Internet website at
www.socialsecurity.gov or at your local Social Security office.

Automated Telephone Services
Edie McCracken, OPD, May 2011

The following PRA Statement will be inserted at the beginning of the Automated Telephone
call before information is requested from the respondents:

“SSA is authorized to collect this information under OMB Number zero-nine-six-zero, zero-X-XX. We estimate it will take you about X minutes to answer the questions. If you would like to
hear the entire Paperwork Reduction Act Statement, please press #X.”

This information collection meets the requirements of 44 U.S.C. § 3507, as amended by section 2 of the
Paperwork Reduction Act of 1995. You do not need to answer these questions unless we display the
valid Office of Management and Budget control number 0960-XXXX. We estimate that it will take about
1 minute to read the instructions, gather the facts, and answer the questions.