Since I’ve been writing my posts on Social Security benefits, I’ve received emails and comments from several readers who complain that they can’t get a consistent or correct answer when they call the Social Security Administration. So is it true? Can you trust the answers you get when you call Social Security?
I’d be very careful relying on answers you hear when you’re on the phone with Social Security, particularly when it comes to complex situations. ...
The laws and regulations that surround Social Security and Medicare benefits can be extremely complex. Now mix this complexity with situations like these:
- Citizens might not ask questions accurately, or they may use certain terms incorrectly, at a time when you need absolute precision with the terms you use.
- Social Security representatives are expected to instantly respond to questions on a very complex subject, and occasionally they might not get it right. Or they might be tired at the end of the day — after all, they’re human, too.
So here’s the bottom line for me: If the answer to a question about Social Security is really important to your planning, I’d call two or three times, just to compare the answers you get. Ask for citations on Social Security’s website or the internal administration manual that supports the answers. You might even ask to speak to a claims representative, just to be sure.
- Social Security is not immune from cost-cutting initiatives, which can impact the skills and training of Social Security service representatives. ...
Vernon gives the example of asking an unusual question about "file and suspend." He got two different answers from Social Security. I am not at all sure that the answer that Vernon thinks is correct is actually right, although I would have to research it a bit more. Unlike Vernon -- and many Social Security employees -- I do not regard Social Security's POMS manual as infallible. Anyway, there are people reading this who would be able to give a definitive answer to Vernon's question, so help him out.
The bigger point is that no matter how good Social Security's online systems ever get to be, there will always be a need for a well-trained human element.
12 comments:
Having worked the 800 number and continue to work with people that are 800 number reps, I would say if you have anything that falls outside of the 800 number Operations Guide script, you are better off going into your local off.
Prime example is an alien calling to see if he or she is eligible for an SSN.
If you want to change your address or direct deposit, you are safe calling the 800 number, but this is stuff most people can do online themselves.
As to the double file and suspend question, it appears to me that Mr. Vernon was already given the correct answer to the question. Boiled down, the question is whether voluntarily suspending my benefits means I am not "entitled" to a benefit on my own record that exceeds the PIA on my spouse's record? The answer is no. Suspended benefits still constitute "entitlement." So if both spouse's file their own RIB claims and suspend benefits, both are still entitled to a RIB benefit which exceeds 1/2 of the other spouse's PIA.
The only reason this works for one spouse filing for RIB, and the other on the RIB record, is that once each spouse is past FRA, they are not required to file for RIB under the deemed filing rule. So if one spouse does not file for RIB, they are not yet "entitled" to RIB because they haven't yet filed a claim. But the "double" "file and suspend" theory actually requires each to file a RIB claim, knocking each out of entitlement to spouse's benefits.
See # 7 in the linked POMS.
https://secure.ssa.gov/apps10/poms.nsf/lnx/0202409110
Mike Walters
TSRs are evaluated on call volume (# of calls they take), not the accuracy of their advice. That says a lot about what you get when you call a TSC.
Run a test with different e-mail addresses and send your question through the SSA Web site:
http://ssa-custhelp.ssa.gov/app/ask
These are answered by 800 number reps.
Post the results to you questions here.
They try but the district or local office folks seem very knowlegable compared to the 800# folks.
"They try but the district or local office folks seem very knowlegable compared to the 800# folks."
The 800 number job is a starting off operations job for most people, so the ones with half a brain get promoted.
My manager used to be an 800 number rep and I'm pretty sure she has half a brain. LOL
The 800 number is almost completely useless for SSI issues. The garbage they produce creates more headaches in the field offices which exacerbates the backlogs. And they cannot even write up competent leads for initial claim appointments.
As a long time SSA employee, I can say that even when I take the time to explain complex issues to some people, they cannot repeat back to me what I just said with the same meaning. Newer employees struggle with explanations.
The TSC folks are expected to know a little bit about alot of things. Expecting more is like expecting the doctor's receptionist to explain a medical procedure. Give them a break.
I do agree that it is a good idea to ask the same question of several employees and ask for written reference material you can read yourself.
"I do agree that it is a good idea to ask the same question of several employees and ask for written reference material you can read yourself."
I was told by my manager not to give POMS references for the information I provide.
POMS is on the SSA website--or at least used to be.
"POMS is on the SSA website"
I know it is and that is where I directed people, but I was told POMS is too technical for people to understand. I think it's more like management doesn't want people to know the rules, so they won't know when then they are being fed BS.
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