5.3 Communication with Claimants

Question 1

“What is a representative’s duty to communicate with claimants?”

Answer 1

Answer: “Representatives must keep claimants informed about their case progress and respond promptly to inquiries.”
Explanation: “Clear communication helps claimants make informed decisions about their cases.”
Source: CFR §404.1740(c).

Question 2

“What are examples of poor communication practices?”

Answer 2

Answer:
“1. Failing to notify claimants of hearing dates.”
“2. Ignoring claimant inquiries or failing to return calls.”
“3. Providing vague or unclear updates.”
Explanation: “Poor communication can lead to misunderstandings and harm trust between the claimant and the representative.”

Question 3

“How can representatives improve communication with claimants?”

Answer 3

Answer:
“1. Provide regular updates on case progress.”
“2. Use plain language to explain complex concepts.”
“3. Respond to inquiries promptly and thoroughly.”
Explanation: “Effective communication builds trust and ensures claimants are actively involved in their cases.”

Question 5

Case Scenario: Maria, an EDPNA representative, does not inform her client about the outcome of their ALJ hearing for several months, despite multiple requests for updates.

Question: Is Maria fulfilling her ethical duty to communicate with her client?

Answer 5

Answer: No, Maria is not fulfilling her ethical duty to keep her client informed about the progress and outcome of their case.

Legal Explanation: Representatives must:

Provide timely updates about case progress.
Respond promptly to client inquiries.
Failure to communicate undermines client trust and violates SSA ethical standards.

Question 6

Communication:

Answer 6

Representatives are required to keep clients informed and respond to inquiries promptly.