Screen Pop

Screen Pop Call Flow under CARE
Welcome
Message

Spanish
Language
Selection

Recording
Message

Website
Message

Affordable
Care Act
Message

Emergency
Message
(optional)

Thank you for calling
Social Security

Para español,
marque siete

To ensure quality,
your call may be
monitored or
recorded
You can find the
Social Security
Administration
online at Social
Security dot GOV

Main Menu
(Speak
Freely)
...So, briefly tell
me why you're
calling.

I’m going to get
someone to help you
but first I need to get
some information

EWT >3

We are
experiencing high
call volume. Your
call will be
answered in the
order it was
received or we can
call you back in….

Screen Pop
(SSN
Collection)

PRA, Privacy Act
and Perjury
messages

Transfer
Message

Agent

SVC
Applica
tion

No

No
Queue?

EWT <=3

SVC
Question

Yes

EWT>3
Min?

Yes

No

We are
experiencing
high call
volumes.
Please hold
your call will
be answered
in the order it
was received.

EWT
Message
Agent
OCOM
Queue
Website
Message

SSA will insert the following Privacy Act Statement at the beginning of the Automated
Telephone call before the system requests any information from the respondents:

Abbreviated Privacy Act Statement language for N8NN Screen Pop

Section 205(a) of the Social Security Act as amended, authorizes us to request and collect certain
information about you for us to permit access to our automated telephone application system.
The Privacy Act (5 U.S.C. § 552a(b)) permits us to disclose the information you provide to us in
accordance with approved routine uses. You do not have to use our telephone services, and your
responses to the questions we ask are voluntary. However, failing to provide the information
may prevent you from using our automated telephone services.
Additional information regarding this system’s collection of identity data elements, routine uses
of information, and other Social Security programs are available on our Internet website,
www.socialsecurity.gov, or at your local Social Security office.

SSA will insert the following revised PRA Statement at the beginning of
the Automated Telephone:
Paperwork Reduction Act Statement - This information collection meets the
requirements of 44 U.S.C. § 3507, as amended by section 2 of the Paperwork Reduction
Act of 1995. You do not need to answer these questions unless we display a valid Office
of Management and Budget (OMB) control number. We estimate that it will take about
1 minute to read the instructions, gather the facts, and answer the questions. Send only
comments relating to our time estimate above to: SSA, 6401 Security Blvd, Baltimore,
MD 21235-6401.