Printing - FECA-PT2 - National Association of Letter Carriers

2-0800-11 Obtaining Information by Telephone
11. Obtaining Information by Telephone. Use of the telephone is encouraged to obtain information
where possible.
a. Factual Information. Where it appears that the claimant has difficulty in written
communication, the CE should contact the claimant by telephone. In other instances, especially
where the CE lacks just one or two pieces of information to take an action, it may be expedient to
use the telephone. However, where there are disputes in the factual evidence the case should be
considered for conferencing.
b. Medical Information. The telephone may be used to schedule examinations, request
reports, and address other administrative matters. However, long-standing ECAB precedent
provides that oral statements of doctors to OWCP personnel do not constitute competent medical
evidence (see John M. Fuller, 9 ECAB 320). In addition, OWCP examiners may not communicate
orally with a referee medical specialist on a disputed issue. Such communication must be made in
writing. See FECA PM 3-500.5.b.2..
c. Documentation. The CE should complete a comprehensive and informative Form CA-110 for
the file while memory of the call is still fresh.
d. Confirmation. The CE should confirm all evidence obtained over the telephone in writing. It
may be sufficient to provide the party with a copy of the completed phone message, ask him or her
to review the message, and advise that absent a response within 10 days, the stated information
will be presumed fully accurate. Generally, further claims action should not be delayed for a
response.
2-0800-12 Conferencing
12. Conferencing. In situations where written requests for information have been unsuccessful and
fraud is not suspected, the CE may use conferencing as the method to obtain the necessary data for
adjudication. Procedures for conferencing are fully described in FECA PM 2-500. The CE should consider
conferencing in situations where:
a. Conflicting evidence exists on an issue important to the adjudication of the case, and letters
have not resolved the issue.
b. The reporting procedures of the employing agency are inadequate.
c. The employing agency has controverted the claim on the issue of fact of injury or
performance of duty.
FECA-PT2 Printed: 06/08/2010 134