2-06-2013

EN & State VR Agency Business Service Inquiries

Our goal is to be highly accessible to employment support providers under the Ticket to Work or Vocational Rehabilitation (VR) Cost Reimbursement programs through the most efficient and effective means. For Employment Networks (EN) and State Vocational Rehabilitation (VR) agencies customer service inquiries, please follow the contact protocol identified below. When unable to obtain the needed information from our web-based program resources or electronic tools, please contact the Operations Support Manager (OSM) or the Social Security Administration (SSA) contacts shown below. For each subject, please make contact in the numeric order shown in column 2. It is important to make contact in the sequence shown to prevent delays caused by rerouting of inquiries. For workload with an established timeframe, please do not inquire about the status until after the regular processing timeframe has expired. OSM will acknowledge receipt of inquiries in 1 business day. The last column gives an estimated business day timeframe for responses. If you do not receive a response within the timeframe, pleaseforward the original inquiry to the next level contact. An asterisk (*) denotes the contact to which you should send disputes concerning a response.
Subject / ContactProtocol / Response Time
Contract,
Agreement,
Request for Quotation (RFQ), Data Universal Numbering System (DUNS),Suitability
Time frames for processing agreements and suitability varies
DUNS changes should take 14 business days to process /
  1. Access a copy of the RFQ at
  2. Depending on subject, send email to appropriate SSA box:
DUNS –
Assigned OSM Account Specialist, or email
Contracts/Agreements/RFQ/DUNS -
Suitability –
(ATTN: Cyndi Arndt)
  1. Contact SSA manager*:

/ n/a
3
2
Varies
2
Ticket Assignment
Following submission, OSM will send receipt verification via email the next business day; Notification of assignment or any issues will reach you within 10-14 business days via mail and/or on display in the Portal /
  1. Check ticket assignability through Integrated Voice Response (IVR) orSecure Provider Portal Website:
IVR -
1-866 949-3687 (must have DUNS, PIN & SSN)
Portal sign in at -
  1. Depending on type of agency, send email to appropriate OSM box:
Workforce
State VR agencies -
Traditional EN -
  1. Depending on subject,contact appropriate OSM lead*:
Workforce –
Partnership Plus Traditional EN -
  1. Contact SSA at:
  1. Contact SSA manager:

/ n/a
n/a
4
2
1
2
Data Files
Files to check ticket assignability status or process ticket assignment (if applicable to your organization) are processed to completion within 10 business days from receipt of files in the mandatory format /
  1. Check data file response through Portal: sign in at
  1. Depending on type of agency, send email to appropriate OSM box:
Traditional EN –
Workforce agencies –
State VR agencies –
  1. Depending on subject contact appropriate OSM lead*:
Workforce –
Partnership Plus –
Traditional EN –
  1. Depending on type of agency, contact appropriate SSA manager:
Workforce or VR –
Traditional EN– / n/a
4
2
2
Payments
Following submission, OSM will send receipt verification via email the next business day; payment actions are completed and will display on your EN Payment Status Report within 30 days (processed to completion includes payment being triggered, denied, or pending receipt of additional information) /
  1. Consult general payment guide:

  1. Check payment status report at the Portal Website or last payment made on a Ticket through IVR:
IVR –
1-866 949-3687 (must have DUNS, PIN & SSN)
Portal sign in at -
  1. If appropriate check the website for payment guidance such as forms or training material at:
  2. Contact OSM Helpdesk at: or 1-877-949-3687
  3. Contact OSM supervisor/manager*:
  4. Contact SSA manager:
/ n/a
n/a
n/a
5
2
2
Portal, Website, Interactive Voice Response (IVR)
OSM will identify and correct (or provide you the timeline to correct) data discrepancies within 10 business days /
  1. Check for guidance concerning Portal Website and IVR use at:
  2. Contact OSM:
  3. Depending on subject contact appropriate OSM lead*:
Workforce –
Partnership Plus –
Traditional EN –
  1. Contact OSM manager:
  1. ContactSSA manager:
/ n/a
2
2
2
2
Timely Progress Reviews (TPR)
TPR responses are processed within 10 business days /
  1. Check Portal for TPR requests and reports by signing in at
  2. Contact TPR Help Desk:
  3. Contact OSM*:
  4. Contact OSM Manager:
  5. ContactSSA Manager:

/ n/a
3
2
2
2
Communica-tions, Monthly Calls, Webinars, Website Content etc. /
  1. Monthly conference call schedule and minutes:
EN Call –

VR Call–

  1. Depending on type of agency,send email to appropriate box:

Workforce agencies –
State VR agencies –
  1. Depending on subject email appropriate OSM lead*:
    Program Integrity –
    Workforce –
    Partnership Plus –
    All Others:
    or
  2. Contact SSA:
/ n/a
3
2
2
Ticket or VR Policy
Timeframes for policy development based on suggested changes will vary /
  1. Contact SSA Policy Team at:

  1. Contact SSA Manager:
/ 5
3
Program Integrity / To report suspected waste, fraud or abuse for investigation, or file a concern/complaint:
  1. Leave a voice mail on the Program Integrity Hotline at 888-408-4723
  1. Email Program Integrity at
  1. Contact OSM lead*:
  1. Contact SSA Manager:
/ n/a
Other /
  1. Check OSM Website or Secure Provider Portal for Subject Related Information.
  2. Depending on subject email appropriate contact:
Traditional EN
Workforce -
State VR -
  1. Depending on subject, email appropriate OSM manager*:
    Program Integrity -
    All Other -
  2. Contact SSA:
  3. ContactSSA Manager:

/ n/a
3
3
2
2

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