At SSA, no procedure for resolving public contacts is self-contained - every procedure references other sections, which in turn reference other sections, ad infinitum. Therefore, it is not possible to access a clear, concise, procedure for accomplishing anything.
The simple truth is that any analyst who truly understands the work can reduce any procedure to a checklist, which is the basis for every mission-critical process from surgeries to shuttle launches. Any analyst who cannot produce such a checklist simply does not know their job.
My suggestion is to require every public contact procedure government-side (any change to a record, claim for benefit, etc) be reduced to a self-contained checklist with no references to external resources unless required by some exception to normal processing - i.e., the checklist is not applicable to the procedure at hand.