Call Detail Management Information Report

Social Security Administration

Notice of System of Records

Required by the Privacy Act of 1974, As Amended

System number:  60-0363

System name:  Call Detail Management Information Report

Security classification:  None.

System location:  The vendor responsible for providing new telephone systems provides call detail reports, which are immediately available in a web-based report format to management (known as service observers), at their desktops.  Reports are also available from the N8NN telephone system automatic call distribution (ACD) equipment that give call details for all calls received or dialed. 

Real time queries and reports, as well as historical summary data (half-hourly, hourly, daily, weekly, monthly, quarterly, and annually) are available by telephone extension, unit, branch, division, center, area, region, and national. 

The locations of these records include field offices, teleservice centers, area director and regional offices, processing centers, Office of Central Operations (OCO) answering centers, and the Office of Disability Adjudication and Review (ODAR) Headquarters and regional hearing offices.  Contact the system manager at the address below for the address of these sites.  Records are also located at Social Security Administration (SSA) central office components.  The SSA central office address is Social Security Administration (SSA), 6401 Security Boulevard, Baltimore, MD 21235.

Categories of individuals covered by the system:  SSA employees who are assigned telephone numbers. 

Categories of records in the system:  Call detail reports contain all telephone extensions in SSA offices and include the telephone number(s) of callers to the office.  Employees’ names may be associated with an extension, but the system of records does not provide the name of the person who called from that number.  However, it does provide the number dialed on outgoing calls and the employee’s extension.  Automatic call distribution equipment also includes the caller’s telephone number, the extension of the agent answering the call, unit number, date of call, and all the particulars of the call (e.g., duration, how long it took for the agent to answer the call, how much time was spent working after the call was completed, time on hold, transfer information, and employee skill set [e.g., Spanish speaking, Title II Claims, Title XVI Claims, General Inquiry]).

For offices with upgraded telephone systems, the system provides additional information when the office sets up the system to identify skill groups (e.g., the skill set of the employee assigned to that extension [claims representative, service representative]).  In cases of skill group setups, the detail on the website would also provide that an extension that received or made the call is assigned to an employee in a Title II or Title XVI, General Inquiry, Administrative, Family Line, etc.  In regional offices, processing centers, OCO call answering sites, components at Headquarters, ODAR Headquarters regional and local offices, the component name, site, division or branch title, section or unit identification, employee name, extension, etc., may be set up for identifying incoming or outgoing call destinations with the same call detail particulars already mentioned. 

Authority for maintenance of the system of records:  Sections 205(a) and 702(a)(5) of the Social Security Act (42 U.S.C. §§ 405(a) and 902(a)(5)). 

Purpose(s):  This system of records provides immediate online call detail management information.  SSA management will use call detail reports for the following purposes:

  • to determine office, unit and employee performance and service efficiency (i.e., call-talk time of a claims representatives can help evaluate the average number of claims that can be taken within a specific period of time, which is helpful in determining staffing for that workload);

·         for employee performance assessment, and determining any conduct issues and     

disciplinary action; 

  • to validate a complaint from a member of the public (i.e., verify which extension received a call to be able to discuss the problem with the employee assigned to that extension);
  • to trace or identify or associate call data regarding the number of a caller threatening the safety of the public, Federal employees, or Federal property;
  • as documentation to rebut costs provided on a monthly bill from the telephone company or carrier;
  • to help management determine if an employee receives or makes repeated personal calls from or to a number over a period of time;

·         to verify numerous calls to or from the same number for litigation purposes; and

  • to assist the Office of the Inspector General office representatives in an investigation; and
  • to support any other SSA regional or Headquarters employees in their official capacity to provide employee counseling.

Routine uses of records maintained in the systems of records, including categories of users and the purposes of such use:  Routine uses disclosures are as indicated below:

1.   To the Office of the President for the purpose of responding to an individual pursuant to

     an inquiry received from that individual or from a third party on his/her behalf.

2.   To a congressional office in response to an inquiry from that office made at the request of the subject of a record.

3.   To the Department of Justice (DOJ), a court or other tribunal, or another party before such tribunal when:

a)       SSA or any component thereof; or

b)       any SSA employee in his/her official capacity; or

c)       any SSA employee in his/her individual capacity when DOJ (or SSA when it is   

      authorized to do so) has agreed to represent the employee; or

d)      the United States or any agency thereof when SSA determines that the litigation is likely 

      to affect the operations of SSA or any of its components,

is a party to litigation or has an interest in such litigation, and SSA determines that the use of such records by DOJ, a court or other tribunal, or another party before such tribunal, is relevant and necessary to the litigation, provided, however, that in each case, SSA determines that such disclosure is compatible with the purpose for which the records were collected.

4.      To SSA contractors and other Federal agencies, disclosure may be unrestricted as necessary, for assisting SSA in the efficient administration of its programs.  We will disclose information under this routine use only in situations in which SSA may enter into a contractual or similar agreement with a third party to assist in accomplishing an agency function relating to this system of records.

5.      To student volunteers, individuals working under a personal services contract, and other workers who technically do not have the status of Federal employees, when they are performing work for SSA as authorized by law, and they need access to personally identifiable information in SSA records in order to perform their assigned Agency functions. 

6.      To Federal, State, and local law enforcement agencies and private security contractors as appropriate, information necessary:

a)    to enable them to protect the safety of SSA employees and the public, the security of the SSA workplace, and the operation of SSA facilities; or

b)   to assist investigations or prosecutions with respect to activities that affects such

safety and security or activities that disrupt the operation of SSA facilities.

7.      To the General Services Administration and the National Archives Records Administration (NARA) under 44 U.S.C. § 2904 and § 2906, as amended by the NARA Act of 1984, information which is not restricted from disclosure by Federal law for the use by those agencies in conducting records management studies. 

8.      To the Equal Employment Opportunity Commission when requested in connection with investigations into alleged or possible discriminatory practices in the Federal sector, examination of Federal affirmative employment programs, compliance by Federal agencies with the Uniform Guidelines on Employee Selection Procedures, or other functions vested in the Commission.

9.      To the Merit Systems Protection Board or the Office of Special Counsel in connection with appeals, special studies of the civil service and other merit systems, review of rules and regulations, investigation of alleged or possible prohibited personnel practices, and other such functions promulgated in 5 U.S.C. Chapter 12, or as may be authorized by law. 

10.  To the Federal Labor Relations Authority, the Office of the Special Counsel, the Federal Mediation and Conciliation Service, the Federal Service Impasses Panel, or an arbitrator requesting information in connection with the investigations of allegations of unfair practices, matters before an arbitrator or the Federal Service Impasses Panel.

11.  To the Department of Justice for:

a)      investigating and prosecuting violations of the Social Security Act to which criminal  

     penalties attach;

b)      representing the Commissioner; or

c)      investigating issues of fraud or violation of civil rights by agency officers or employees.

12.  To appropriate Federal, State, and local agencies, entities, and persons when (1) we suspect or confirm that the security or confidentiality of information in this system of records has been compromised; (2) we determine that as a result of the suspected or confirmed compromise there is a risk of harm to economic or property interests, identity theft or fraud, or harm to the security or integrity of this system or other systems or programs of SSA that rely upon the compromised information; and (3) we determine that disclosing the information to such agencies, entities, and persons is necessary to assist in  our efforts to respond to the suspected or confirmed compromise and prevent, minimize, or remedy such harm.  SSA will use this routine use to respond only to those incidents involving an unintentional release of its records.

Policies and practices for storing, retrieving, accessing, retaining and disposing of records in the system of records:

Storage:  The storage media is paper and electronic.

Retrievability:  Date, employee name, employee unit number, extension number, retrieve records by billing number, site, unit, section, branch, division, component, area, region, and nation.  Only authorized management personnel may retrieve call detail records during the three-year retention period. 

Safeguards:  Paper records are stored in approved management filing cabinets, which only management may access.  Only management personnel with management passwords and PINs may access electronic records.

Established safeguards for automated records are in accordance with the Systems Security Handbook.  For computerized records electronically transmitted between SSA’s central office and field office locations (including organizations administering SSA programs under contractual agreements), safeguards include a lock/unlock password system, exclusive use of leased telephone lines, a terminal-oriented transaction matrix, and an audit trail.  Access for additional information regarding the safeguards SSA employs to protect its paper and automated records.

Retention and disposal:  The Agency retains telephone detail records for three years, at which time they are destroyed.

System of records manager(s) and address(es): 

Associate Commissioner

Office of Telephone Services

Office of the Deputy Commissioner for Operations

Social Security Administration

6401 Security Boulevard

4840 Annex Building

Baltimore, Maryland 21235

Notification procedure(s):  An individual can determine if this system of records contains a record about him/her by writing to the system of records manager(s) at the above address and providing his/her name, work telephone number, or other information that may be in the system of records that will identify him/her.  An individual requesting notification of records in person should provide the same information, as well as provide an identity document, preferably with a photograph, such as a driver’s license or some other means of identification.  If an individual does not have any identification documents sufficient to establish his/her identity, the individual must certify in writing that he/she is the person claimed to be and that he/she understands that the knowing and willful request for, or acquisition of, a record pertaining to another individual under false pretenses is a criminal offense.

If notification is requested by telephone, an individual must verify his/her identity by providing identifying information that parallels information in the record to which notification is being requested.  If it is determined that the identifying information provided by telephone is insufficient, the individual will be required to submit a request in writing or in person.  If an individual is requesting information by telephone on behalf of another individual, the subject individual must be connected with SSA and the requesting individual in the same phone call.  SSA will establish the subject individual’s identity (his/her name, SSN, address, date of birth and place of birth along with one other piece of  information such as mother’s maiden name) and ask for his/her consent in providing information to the requesting individual.

If a request for notification is submitted by mail, an individual must include a notarized statement to SSA to verify his/her identity or must certify in the request that he/she is the person claimed to be and that he/she understands that the knowing and willful request for, or acquisition of, a record pertaining to another individual under false pretenses is a criminal offense.  These procedures are in accordance with SSA Regulations (20 C.F.R. § 401.40(c)).

Record access procedures:  Same as Notification procedures.  Requesters should also reasonably specify the record contents being sought.  These procedures are in accordance with SSA Regulations (20 C.F.R. § 401.40(c)).

Contesting record procedures:  Same as Notification procedures.  In addition, requesters should reasonably identify the record, specify the information they are contesting, and state the corrective action sought, and the reasons for the correction, with supporting justification showing how the record is incomplete, untimely, inaccurate or irrelevant.  These procedures are in accordance with SSA Regulations (20 C.F.R. § 401.65(a)).

Record source categories:  The source of electronic and paper records retained at sites for call detail is from the telephone bill provided by the carrier or telephone company.  Call detail is also available through a vendor provided web-based system of reports.  The vendor supplies call detail reports electronically from automatic call distribution equipment.

System of records exempted from certain provisions of the Privacy Act:  None.