Screen Pop (Automated Telephone Application ) (current)

Screen Pop Call Flow under CARE
Welcome
Message

Spanish
Language
Selection

Recording
Message

Website
Message

Affordable
Care Act
Message

Emergency
Message
(optional)

Thank you for calling
Social Security

Para español,
marque siete

To ensure quality,
your call may be
monitored or
recorded
You can find the
Social Security
Administration
online at Social
Security dot GOV

Main Menu
(Speak
Freely)
...So, briefly tell
me why you're
calling.

I’m going to get
someone to help you
but first I need to get
some information

EWT >3

We are
experiencing high
call volume. Your
call will be
answered in the
order it was
received or we can
call you back in….

Screen Pop
(SSN
Collection)

PRA, Privacy Act
and Perjury
messages

Transfer
Message

Agent

SVC
Applica
tion

No

No
Queue?

EWT <=3

SVC
Question

Yes

EWT>3
Min?

Yes

No

We are
experiencing
high call
volumes.
Please hold
your call will
be answered
in the order it
was received.

EWT
Message
Agent
OCOM
Queue
Website
Message

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.
Paperwork Reduction Act Statement
[read by the automated telephone system]
SSA is authorized to collect this information under OMB Number zero-nine-six-zero,
zero-seven-nine-zero. We estimate it will take you about 1 minute to answer the
Automated Telephone Services
Edie McCracken, OPD, May 2011

questions. If you would like to hear the entire Paperwork Reduction Act Statement,
please press #2.

Automated Telephone Services
Edie McCracken, OPD, May 2011