Third Party Filers Vicki Bales Last few years, many of us in this room have raised concerns about issues we have with 3rd party filers. At management meetings and on conference calls both management and technicians have brought up problems we have on claims and appeals filed by 3rd parties. With the increase in internet filings and the push on TV, social media, newspaper by these 3rd parties, these types of claims and appeals are only expected to increase. I am sure, many of you, like myself, have been pulling their hair… NCSSMA and DRMA have heard you and have gotten involved. In addition to being an advocate for systems upgrades, our leaders have really taken a proactive approach to try and help us resolve the ongoing issues we have with the 3rd party filers.

Survey Who What In the past year, we received a survey asking for feedback on issues with 3rd party filers. Basically, the survey was asking 1. WHO are the 3rd party filers you have issues with? And 2. What are the issues? WOW – they got a lot of participation on THAT survey!!! Who? Large AND Local reps What? About 85 ‘concerns’ and I am sure that is the condensed list. After going through the list – they narrowed down the 3rd party filers to about 18 ‘LARGE’ 3rd party representatives

Large 3rd Party Representatives Citizens Disability Cardon Allsup Myler Disability Binder & Binder PLUS 13 others Here are just a few. I am sure you have MANY others in your service area. But for these 18, a plan is underway to reach out to these ‘LARGE’ groups to see if we can all get on the same page.

Issues Multiple submissions Poor communication between ‘them’ and ‘us’ Not using the attachment feature Not filing online Etc. etc. . . . Some of the issues that were raised: Multiple submissions; Poor communication between them and us; Not using the attachment feature; Not filing online; and MANY other concerns.

NCSSMA Outreach to Large Third Party Firms Outreach effort to large 3rd party firms: Fact Sheet: Best Practices When Representing Social Security Claimants iAppeal Mandate Talking Points Research and make contact with the leadership of this organizations in your region (and any others that are identified locally as a problem) Face-to-face meetings with the leadership (office manager, someone in authority who monitors or establishes office procedures) Discuss significant issues Seek cooperation to work ‘with’ SSA Keep in mind – we have to SELL this to them as a benefit FOR them This is a business to them – we need to emphasize how this will help THEM – not just the client and SSA What we did locally - I saw that we were getting multiple requests, I heard the break room ‘discussions’ Got feedback from our technicians Tracked our cases (discuss my checking list – if time is OK) Contacted reps Why, oh why, do you keep sending ALL THESE DUPLICATE REQUESTS??? (Mail, FedEx, fax, carrier pigeons…)

Concerns raised by the reps No acknowledgement by SSA Differences in workflow in Field Offices What we found out: They TOO had concerns Never receive notice that SSA KNOWS they are the authorized reps. The ‘rules’ change from office to office. Rules = Workflow So I started looking at our workflow.

What can we do? Staff Training Outreach to 3rd Parties So I asked myself – what can WE do to improve this process and relationship? After tracking our cases for several months, I found out areas where we were NOT processing cases correctly. Sending L1697 acknowledgement Loading rep info into EDCS in ALL cases Sending rep info to the SSR So, after talking with that one rep, I decided to look at some of the others…. And guess what? We were dropping the ball in some situations. Not that we were solely at fault – but, we did have our faults. I got policy out and lo and behold, once we started REALLY watching how WE were processing the cases, the multiple requests from the reps have begun to slow down. Now, we still have a long way to go…. However, there IS improvement.

Goal Complete the work Correctly Timely Because at the end of the day, what is our goal? To complete the work CORRECTLY and TIMELY. We want to provide the best service to ALL of our customers! Clients AND their reps So I want to say THANKS to DRMA and NCSSMA – Thank you for listening to us. Thank you for taking action. Thank you for helping us get the job done. Thank you for helping us provide the BEST service we can. Because at the end of the day – that is what it is all about!