Screen Pop Call Flow under CARE

Screen Pop Call Flow under CARE
Welcome
Message

Spanish
Language
Selection

Recording
Message

Website
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

SSA will insert the following revised Privacy Act & PRA Statements into the
collection as soon as possible:
Privacy Act Statement
Collection and Use of Personal Information

Sections 205(a) of the Social Security Act, as amended, allows us to collect your information,
which we will use to speed up verification of individuals calling the National 800 Number
Network (N8NN). Providing this information is voluntary, but not providing the information
may slow verification of your identity when calling to speak to an agent on the N8NN. We may
disclose your information as law permits, including to employers, our contractors, and others
listed in routine uses in System of Records Notices 60-0362, 60-0363, and 60-0364; available at
www.ssa.gov/privacy. Your information may also be used in computer matching programs to
establish or verify eligibility for Federal benefit programs and debts under these programs.

Paperwork Reduction Act Statement - 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 a valid Office of Management and Budget
(OMB) control number. We estimate that it will take about 1 minutes to read the instructions,
gather the facts, and answer the questions. Send only comments regarding this burden estimate
or any other aspect of this collection, including suggestions for reducing this burden to: SSA,
6401 Security Blvd, Baltimore, MD 21235-6401.