Telework at the Social Security Administration is boosting call center answer rates and otherwise improving customer service, the leader of a union that represents about 25,000 field office and call center workers says.
The agency should allow employees to continue teleworking to the maximum extent possible even after the Covid-19 pandemic abates, said Ralph de Juliis, president of Council 220 of the American Federation of Government Employees. The union is asking the agency to consider a plan that would allow the SSA to close most of its 1,300 field offices in the U.S. and save hundreds of millions of dollars on facility costs, he said. Though the agency has clashed with its unions in the past over telework, de Juliis said he’s hopeful agency officials are seeing the benefits now that most employees are working from home.
“If they want to go that way, they have the union’s support,” he said. ...