designated authority is the only official authorized to make changes to the terms and conditions of this TPA. Changes will come as an amendment to this TPA, if and when necessary. The Employment Network Service Team (ENST) is the component within BESB with responsibility for the day-to-day administration of this TPA. General inquiries related to the EN RFA, TPA or the Ticket Program in general be directed to the ENST email address at or by mail at: Social Security Administration Employment Network Service Team P.O. Box 17778 Baltimore, MD Each EN will be assigned an ENST specialist. Contact information will be provided following TPA The ENST specialists are responsible for the following under this TPA: Assisting ENs in resolving issues relating to TPA administration and performance; Monitoring the EN’s progress, including review and assessment of performance, and recommending to the ENST approving official corrective action as required; Interpreting and evaluating the statement of work and any other technical performance requirements; and Performing EN reviews required by this TPA. Performance of work this TPA shall be subject to the general direction of the Government official(s) named above. The term “direction” includes, without limitation, the following: Directions to the EN regarding the requirement of the TPA; Providing information to the EN that assists in the interpretation of areas of the SOW or other terms and conditions of this TPA; Reviewing and, where required, approving deliverables by the EN to the Government under this TPA. Direction will be within the general scope of the SOW stated in Part III--Statement of Work of this TPA. Direction or other changes to this TPA may be provided orally or in writing. Direction or other changes to this TPA provided orally will be confirmed in writing (either electronically or through standard mail carrier) within five working days after issuance.
SSA Ticket assignment and payment records Annual Performance and Outcome Report (APOR) as described in Part III--Section 10.B below, and Ticketholder satisfaction ratings. Each EN’s profile shall be posted in the EN Directory. In addition, the EN shall provide a copy of its most recent EN profile to prospective clients. SSA shall conduct EN performance reviews. Performance reviews may be random or result from specific issues identified by SSA through its ongoing Ticket Program oversight. Performance reviews shall cover: Ticket assignment history in terms of job attainment and retention services provided beneficiaries throughout the entire payment life cycle Payments history and payment request patterns Business practices and methods Compliance with administrative requirements, including suitability. SSA will the EN prior to the review and provide instructions regarding review protocols and documentation requirements. EN participation in the review process is mandatory. Failure to comply fully with performance review instructions and requirements may result in suspension or termination of the TPA. SSA reserves the to suspend Ticket assignments and/or payments at any point during this review period should the Agency uncover a significant violation of the TPA. The EN shall cease all activity in SSA’s secure, web-based Ticket Portal upon notice of suspension or termination. Performance Review Findings and Remedial Action SSA will share the review findings with the EN upon completion of the review and will give the EN an opportunity to respond. SSA will prepare a remedial action plan, as appropriate, to address any negative findings identified during the course of the review and will work with the EN to correct them. An EN’s failure to address or overcome negative findings may result in: un-assignment of Tickets, suspension of payments, and recovery of improper payments for payments previously made, and/or