From The Ledger:
Some mornings the lines outside the Lakeland office of the Social Security Administration start forming as early as 6:30. The office doesn't open until 9 a.m. but word has spread among elderly and disabled residents that those first in line have a shorter wait.
So over the next few hours they quietly queue up, among them on a recent day an elderly woman sitting in a wheelchair, a woman leaning on a walker, and a young woman toting an infant in a carrier. An older man with a walker leans his back against the building and grimaces.
There are no benches, no water fountains. Until the doors are unlocked at 9 a.m., there is no access to restrooms. And even then, no signs explain to those in the line outside that they can ask the guard's permission for restroom access. Some days, the guard announces no food or drink are allowed inside "so if you have anything with you, you might as well go put it back in your car."...
Social Security's data shows the average wait time is only 34 minutes, she said, but [a Social Security spokesperson] had no response to that being the average wait from the time a person gets inside and takes a ticket. ...
Stacia Edwards of Lakeland said she had called the number listed on the door for phone service but “calling is ridiculous. Sometimes you wait an hour. Now they have a thing where they say they will call you back.” When she called, it was a 55-minute wait for a callback so she decided to take her chances by lining up in person. ...
Explaining the Social Security Administration's official position, [a Social Security spokesperson] said, “We make every effort to deliver world class service in our field offices. ...
6 comments:
Charles I don't really know where you are going with this story. Obviously many field offices are overwhelmed but it is really a funding issue not a service issues. I have worked in multiple offices as a claims rep, and now as a supervisor - all in urban field offices. Most title 2 actions can be done electronically or via mail. SSI generally requires more face to face interviewing. But all the offices I work in try to be as fair as possible. Often times people don't call ahead to make an appointment even though they've had contact with the agency before and know that it's time consuming to walk in. Others do not honor the appointments we make them. I agree that the term "word class service" is kind of a joke but given the funding and demands of the agency try to focus a bit more on what we are accomplishing not what we are falling short on.
@9:08, This post is very neutral--it simply reports the facts that exist. You personally don't have to feel threatened by it--numerous times, Charles has posted the opinion that the biggest problem with SSA is underfunding by Congress--whether it is wait times, telephone contact, or the backlogs. If the public becomes informed as to what the problems are and why they exist, perhaps people will bend the ear of their T-bagger congresspersons, and maybe (very big maybe)SSA will get the funding it needs to lighten the load and give better service. Try not to get as cynical as I am, 9:08, and keep up the good work. Perhaps things might get better!
My only comment is that as an SSI recipient's rep payee, I get very annoyed when SSA sends me a letter saying I have to meet with them at a time they set up that is invariably one I cannot make. Trying to get in touch to change it is an exercise in frustration, so I simply show up when it's convenient for me and wait in that lousy line. And wait extra because I don't have an appointment. All because it seems the local office doesn't ask me to set something up that works for me but sets up something that works for them.
As a long time SSA employee, I am disgusted by the complete lack of compassion that many of our field offices AND hearing offices show for the vulnerable population that we serve. Yes, Congress has been been very stingy as of late, but for goodness sake grow a set and go lobby on the Hill. Our leadership used to be VERY good at this back in the day. I don't know what happened but this is no longer the case and management from the top down is mostly mediocre at best in all facets of their duties.
We provide world class service, but it is third world service.
I worked in a FO as a CR. We had to do SR work as well because we were so overwhelmed. The fact that it takes two years to bring someone up to full speed to do the job is testament to the fact the system is entirely to complicated. It was the worst job of my working career. The pressure to perform was unreal, no time to process even your incoming mail let alone handle a complicate A101. My time in the FO left me on antidepressant medication, high blood pressure medication and with a wounded marriage.
I have been gone 8 years, no HBP, no Zoloft and Wellbutrin. Marriage is strong and healthy. I use my skills gained from TII and TXVI CR training to assist my community and provide information and assistance. It is an impossible job at the extremely low numbers of
CRs doing the work. I feel for the ones I left behind. Even at a GS11 it is not worth it, I would not go back for twice the money.
Long waits, slow response and freaked out CRs is what some in Congress want. They are trying to leave a bad taste in the mouth of anyone dealing with the agency. Its working.
Trying going to Mexico and get welfare benefits and see how their world class service works.
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