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Correction: This bulletin was originally sent on March 18, 2025, and incorrectly stated that benefit specialists should include their signature on the 3288.
This bulletin has been corrected to state that benefit specialists should include their email address on the 3288.
Important Changes to SSA Communication Policies
The Social Security Administration (SSA) has shared policy changes that impact how ADRCs and benefit specialists can communicate with SSA staff.
Updated guidance for Form SSA-3288
Effective immediately:
- The Consent for Release of Information (SSA-3288) no longer covers verbal communication, including phone calls with SSA.
- Email communication is still allowed. Benefit specialists should attach an active 3288 form to every email to SSA, when relevant.
Benefit specialists can still talk to SSA with a claimant on the phone. The claimant must be on the phone when SSA picks up.
As a reminder:
- Benefit specialists should include their own email address on the 3288.
- The 3288 requires a wet signature.
- SSA cannot accept copied or digital signatures on the 3288, nor forms that were altered post-signature.
SSA processing times extended
Due to SSA staffing levels, the timeframes listed in the SSA case escalation guidelines (P-02009) will be extended; DHS will formally update the guidelines in the coming months. In the meantime, expect longer processing times.
General email protocol reminders
- Do not list multiple cases in one email. Each email to SSA should be limited to one claimant.
- Your agency should be a secure email partner with SSA. If you are not sure if whether your agency is a secure email partner, email Heather Cushing, Area Work Incentives Coordinator, at heather.cushing@ssa.gov. Be prepared to provide your agency’s IT support contact information to SSA if secure email access needs to be established.
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