Category I, CE d) One-Time CE Claimant Telehealth Call Script (subset of "CE Forms Samples" category)

Scheduling Text and Email Consent Script
Starting the Call
➢ Hello, my name is and I am calling from the Disability
Determination Services or DDS. I am processing
application for disability benefits. My office makes disability determinations for the
Social Security Administration, or SSA.
➢ I am contacting you because we can now text and email some messages to you
about appointment(s).
➢ If you consent to receive scheduling text messages from Social Security, you
understand that:
o You will receive "SSA Scheduling" electronic messages related to
your Social Security appointments (for example: appointment
confirmations, reminders, and surveys).
o You may not receive messages about all your appointments based
on this consent. If you later opt out of receiving messages by
responding “STOP,” you will no longer receive any SSA scheduling
messages from this number.
o Message frequency varies.
o You can text STOP to opt-out at any time.
o For help, text HELP.
o Message and data rates may apply.
➢ You can view our terms and conditions and privacy policy at
https://www.ssa.gov/ensms
➢ The Social Security Act allows us to collect your information, which we will use to
schedule appointments and release reminders about it. Providing this information
is voluntary, but not providing such may prevent us from providing the requested
services. As law permits, we may disclose this information per routine uses in
System of Records Notices (SORN) 60-0044 and 60-0320. Your information may
also be used in computer matching programs for Federal benefits eligibility and
to recoup debts under these programs. This Privacy Act statement and all
SORNs are available at www.ssa.gov/privacy.
(NOTE: If the claimant does not have internet access or requests a copy of the
Privacy Act statement, send the full Privacy Act statement by letter.)
➢ As I mentioned before, you have the option to agree to receive texts, emails, or
both. Please listen carefully to your choices and answer YES or NO after each:
o Do you agree to have Social Security send you text messages regarding
appointment(s)?

If YES, read the following:
Thank you. To what phone number should we send text messages?
(Enter the desired phone number in the appropriate location as directed by
policy. Move on to the next question.)
I have documented your response in case file.
(MOVE ON TO EMAIL QUESTION)
If NO, skip to the next question.
o Do you agree to have Social Security send you email messages regarding
appointment(s)?
If YES, read the following:
Thank you. To what email address should we send email messages?
(Enter the desired phone number in the appropriate location as directed by
policy. Move on to the next question.)
I have documented your response in case file.
(MOVE ON TO ENDING THE CALL)
If NO, skip to the Ending the Call.
Ending the Call
➢ If respondent declined both text and email messages, read the following:
Thank you. You said that you do NOT wish to receive text or email
messages from Social Security and DDS.
If at any time you reconsider your decision and would like to enroll in text
or email messaging about your appointment(s), please contact me at
. Thank you. (END CALL ACCORDINGLY)
➢ If respondent agreed to texts, emails, or both, read the following:
I appreciate your time. You will now receive messages regarding appointment(s).
Thank you. (END CALL ACCORINDGLY)