Job Instruction Sheet: SSA Response to IWO

Date/Version: 7/14/2025 - v.1

Process Owner: Customer Care Administration

Review Cadence: Annually

Process/Purpose: Process of identifying and processing single page correspondence from the Social Security Administration.
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

Sketches, layouts, digital pictures , etc. that will improve understanding of the job

1 Social Security Administration (SSA) mail is sorted in the Income & Expense basket
  1. Single page response from Social Security Administration to income withholding order.
  2. If multiple pages, batch with income and expense barcode cover sheet.
  3. If multiple pages include forms that need to be completed, upload using a correspondence barcode cover sheet.
  
2 Mail is prepped for scanning
  1. Remove document from envelope and discard envelope to shred bin
  2. Single page response, batch with no separator page
  3. Multiple page response, batch with yellow barcoded cover for Income & Expense.
  4. Do not scan with the single-page response batch. Scan with a batch that contains barcoded cover pages. See Standard Mail Scanning/Indexing Job Instruction Step 5.
 
3 Mail is scanned
  1. Launch Onbase Client.
  2. If Scan Queues do not display on the main window, select the Processing menu option on the top menu bar and select Scan/Index option.
  3. Navigate to the DCSS Specialized Services scan queue and double click.
  4. Locate the scanning/indexing dialogue window. It is located on the left side of the monitor, and it has a gray background.
  5. Click inside the Scan Format field and select Single Page (Front Page Only) from the drop- down menu.
  6. Scan Mode should default to Pre-Index, do not change.
  7. Click inside the Document Type field and select DCSE Income/Expense.
  8. Clean Scanner
  9. Load Documents into the scanner
  10. Select the Scan button - program window
  11. An image box will appear while scanning the loaded documents.
  12. Watch as documents are scanned to ensure they are imaged correctly.
  13. A dialogue box will appear after the scanning, or if an error occurs during scanning.
  14. If Error, correct the error and select “Scan more pages.”
  15. Select Done when scanning is complete.
  16. The scanned file will automatically appear in the Awaiting Index Folder.
  
4 Documents are retained for 5 business days
  1. Add a Post-it Note with your initials and date scanned.
  2. Bundle documents with scanned documents, excluding T1, T3, MOD, NPA, and ARU, file in the CMI repository, and purge after 5 business days.