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Dear Colleague,

We are excited to announce the expansion of services provided by the Representative Call Center (RCC) to better support the attorney and non-attorney representative community (ARNARC). Originally established within Processing Center (PC) 7, the RCC served as a dedicated phone line for representatives to address claimant payment issues and expedite case actions pending in PC 7. With this expansion, the RCC model will be used to assist with cases pending across all PCs.

Representatives can now call the RCC at 877-626-6363, regardless of which PC the case is pending in, and the calls will be automatically routed to the appropriate PC based on the claimant’s age and Social Security Number range. This improved functionality, made possible by transitioning to the Amazon Web Services Connect platform, offers advanced automated call routing, Interactive Voice Response, and seamless direct transfers—ensuring faster and more efficient service delivery.

The RCC will remain a single point of contact for the ARNARC, allowing technicians to perform tasks such as:

• Issuing Notices of Award,
• Processing attorney payments, and
• Releasing past-due benefits during calls.

Calls that require further development will be documented and sent to the appropriate processing division for follow-up. To maintain security, technicians will continue to authenticate all callers by reviewing Forms SSA-1696 and SSA-3288 and verifying responses to at least seven identifying questions.

This expansion enhances efficiency, strengthens communication with the representative community, and ensures timely resolution of claimant and payment-related inquiries.

Please share this information with your members, colleagues, affiliates, and other interested parties.

Sincerely,

Frank Barry
Deputy Associate Commissioner
Office of Customer Service
OEA.Net.Post@ssa.gov