A note in our database concerning one client who recently filed a claim:
FO [Field Office] has our paperwork and has had it since 10/4/22. The claims rep, Ms. ____ at x ____, has not put our paperwork so that DDS [Disability Determination Service] will give us status. When calling the FO, another claims rep will not step in and assist. I did get the claims rep I spoke with, Mr. ____, to send Ms. ____ an email that we were calling about the paperwork on these two cases.As the claim's rep I spoke with was sending Ms. ____ an email, I followed up with a fax prompting her attention to the representative paperwork on this case so we can get DDS access.
To explain, the claimant filed a claim. We submitted paperwork showing I'm representing the client. Field office personnel aren't entering the data in their system showing that I'm representing the client so we're flying blind. We can't get information about what's going on with the case. We can't submit any information. In the unlikely event that there's a quick decision in the case, we won't know unless the client tells us and we can't count on that. Why is Ms. ____ not entering the information in their system? There could be other factors at work but the main reason is that she's overworked. Everything is backlogged. The public suffers in many ways.
This isn't an isolated case. This happens a lot. In fact, the hopeful thing about this case is that the legal assistant involved was actually able to speak to someone at the FO. Often, we struggle to get anyone at the FO to answer the phone.
12 comments:
too many stories like this one. And that is why the reps have to send in documents multiple times, clogging up the CRs workload. When even just one person calls in sick or has vacation time, everyone gets backed up. And this time of year, so many are on leave.
This is an everyday story in our office. I am surprised that your staff member was able to get thru to the field office and speak with someone.
One recent solution I found to a similar situation where the field office wasn't forwarding a new application that was filed in August to the State agency was to contact SSA's Regional Public Affairs Office. This was after speaking with management in the field office and failing to get anywhere.
The day after I sent my fax to Regional Public Affairs, I get a call from the field office and they have processed the claim to the State agency! Obviously, this is not a solution in every case.
We encourage people to file their DIB claims online and pretty much force 3rd parties to file online and these cases sit and sit and sit and sit. CRs dont have time to make recontacts on the internet claims because they are slammed with appointments, front desk and phone duties.
My 83 year old Dad called the local SSA Field Office in SE MI early this morning. He received notice from SSA his new Medicare Part D RX Plan would not be deducted from SSA, as there heretofore have done. The only reason for the change is the plan he had ceased to exist. It was replaced by a new one with same insurance company. He called the insurance company yesterday, and they said they had no idea why SSA is doing this. He called local SSA Field Office in Adrian, MI, and the phone rang and rang with no one ever picking up the phone. Finally, an AI recording directed him to go to his online account with any SSA questions he has. My Dad never owned a computer, smartphone or used the Internet and has no plan to ever do so.
I could go online and make a MySAA account for my Dad, but I don’t live here; I live cross the country. I’m afraid if I were to do this, SSA would get the impression my Dad uses an SSA account and start sending all communications to him online, which he would never reach. If I go onto mySSA account and send a message to SSA concerning my Dad, and what he has to do to set the new RX Plan to be deducted as he always had it, I fear privacy issues may prevent any communication.
First, why would SSA not deduct a Medicare Part D Plan that replaced one they did away with, or even another Part D Plan, had my Dad chosen one. This seems like a headache that could have easily been avoided. What was SSA thinking. Adrian, MI, SSA Field Office is in a rural, not urban, area. Why is the Field Office not answering any calls and directing most to go online to a group of folks who have never used the Internet?
Setting up a mySSA account would not change how SSA sends letters to your dad.
Medicare Part D premiums are withheld after the insurance carrier requests them to be withheld. The local office can't do an input to change the withholding to the new plan.
SSA treats a different plan as a different plan. The new one has to submit a request, like the old plan did, to have the premiums withheld.
If the office is like most, it's probably swamped with work. Had you gotten through, there is nothing they could have done to fix it other than to tell you to wait, as it can take 3 months.
I think you answered your own question. Not enough staff to handle the volume of work. This cannot be blamed on Covid or teleworking as everyone tries to do, this is simply not enough people to handle the work timely and it takes three years for new hires to be “fully trained”.
I have reviewed the reports for call answer rate in my area. . Many of the offices exceed 80% and even 90%. On the other hand I hear it’s nearly impossible to get through or calls get shuffled to another extension. It appears the percentages that management prides itself with for answer rates don’t tell the story of customer service and obsessing over metrics is leading them in the wrong direction.
When I receive a claim, even if the rep information isn't entered into the system, the 1696 is in eVIEW. This allows me to talk to the rep. As long as the 1696 is scanned in, the analyst should be able to talk to you. The analyst won't be able to send you anything, but they should be able to release status to you. You might have to remind the disability analyst to check for the 1696.
But you're right, a lot of times, the rep information isn't scanned into DCPS, so we can't send a barcode or copy on forms. It's a problem.
Definitely not a field office issue nor can we fix it. But just like many other things, everyone says “call SSA”.
Delays of this magnitude are sadly routine. A paper application that entered my workload in October had been sitting in Worktrack since June - at another FO - with multiple submissions of paperwork by the attorney. Nothing happened with the case until the claimant moved to our service area and called us to update their information and get a status update. We cleaned up the mess. . .
Glad you could help out. My office has been begging out area for help. It’s sad really. Claims, appeals, allowances and lots of other stuff just sitting in work track.
But social security cards are done! We only take 25% of our scheduled appointments due to lack of staff.
I feel really badly for FO staff right now. It really is tough and there are a lot of smart, hard working individuals who feel a real obligation to the public they choose to serve each day and they really don’t get the credit they deserve. I hope now everyone realizes it wasn’t telework, or laziness, or other things that are causing this. It’s lack of bodies to do the work, not enough funding from Congress, and mismanagement from the top to keep employees happy enough to want to stick around. Attrition has hurt the American people who need service from SSA.
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