Mass loss of staff. Mass loss of institutional knowledge. Mass reassignment of people to jobs they don’t know. Leaving a void in the jobs they performed. Involuntary assignment to the 800# leaving local offices to backfill their coverage with people who take and adjudicate claims. An ACOSS who burned the place who was replaced by a COSS who does not seem to understand zero sum. What could go wrong?
Everyone wants to pretend it has all been lovely and wonderful, save for the last 6 months. WRONG! This is the culmination of 20 years of neglect from ALL of our elected geriatric representatives, from BOTH parties.
As a CS in an FO things are the same as the last 8 years. I have always been forced to answer phones since day 1 and I can say that in the last 2 weeks it has been way easier to take calls. The hard ones are the calls from other FOs that take way longer when trying to communicate, but in the long run this is one of the first things this Agency has done right in my opinion.
Yes, living that specific FO bubble dream, everything is the “same” or even “better”, while everything else outside within the SSA world is burning. I am picturing a cartoon with that dog drinking coffee looking at the computer monitor and there’s fire all around…
Amen, year 12 years in an FO as a CS. This AWS phone answering is the first thing that feels like technology is not a burden but a blessing. *looking at the demon named CCE in the corner*
As a 20yr SSA employee just forced out, 2025 has been like nothing I’ve ever seen before at the Agency. These people leading us are NUTTERS!!
I really like being paid to do nothing but reading ~$22million of our tax dollars has been wasted paying us all while the Agency sinks should never be considered a good thing in anyone’s mind.
I have no idea what you are suggesting is way easier. The phone system works better? Sure, we had a completely unreliable phone system for awhile. But what is better about answering calls for other offices? Sure, phones get answered faster. That's a very small part of the story. The problem is what happens when the call is answered. We have people answering that have no local understanding of local priorities, ability to inquire with an employee who is working on the case in question, and understanding of office flow (can you just walk in or do you need an appointment). The people calling in want answers. Half the time someone answering in another office can't provide that answer, so an appointment is set up or a referral is made to the office of record. Effectively, the person that answered the call did nothing. That's not first point of contact service. Far more often when a call is answered by the servicing often true first point of contact service occurs. The non servicing office phone person just kicks the can down the road taking the customer further from what they desired. The phone system is clearly far more robust than what we had but answering calls for offices beyond your own is a giant waste of time. We have a number of CSRs answering 800 number calls in my office. They basically set up appointments all day long. They accomplish very little in terms of providing answers. Of course, they spend tons of time jacking around looking for appointment slots because half the offices have little to no appointment availability. Appointments are not the solution to all of these customer needs. They serve little purpose other than to increase delay in service.
15 comments:
I think it’s going okay if one overlooks the his dictator tendencies. (Project 2025)
Is this a serious question?
Mass loss of staff.
Mass loss of institutional knowledge.
Mass reassignment of people to jobs they don’t know. Leaving a void in the jobs they performed.
Involuntary assignment to the 800# leaving local offices to backfill their coverage with people who take and adjudicate claims.
An ACOSS who burned the place who was replaced by a COSS who does not seem to understand zero sum.
What could go wrong?
The public is getting more angry. Please be kind to your SSA worker, they showed up to work that day
Lee’s one vote for good down there at the 1% 😂
Ask the public to complain to the current administration and legislative leaders.
Everyone wants to pretend it has all been lovely and wonderful, save for the last 6 months. WRONG! This is the culmination of 20 years of neglect from ALL of our elected geriatric representatives, from BOTH parties.
Leland making an appearance while on administrative leave.
As a CS in an FO things are the same as the last 8 years. I have always been forced to answer phones since day 1 and I can say that in the last 2 weeks it has been way easier to take calls. The hard ones are the calls from other FOs that take way longer when trying to communicate, but in the long run this is one of the first things this Agency has done right in my opinion.
Why was the option of "disastrous" not on the poll?
MAGA pollster whose worried about getting fired.
Yes, living that specific FO bubble dream, everything is the “same” or even “better”, while everything else outside within the SSA world is burning. I am picturing a cartoon with that dog drinking coffee looking at the computer monitor and there’s fire all around…
Amen, year 12 years in an FO as a CS. This AWS phone answering is the first thing that feels like technology is not a burden but a blessing. *looking at the demon named CCE in the corner*
As a 20yr SSA employee just forced out, 2025 has been like nothing I’ve ever seen before at the Agency. These people leading us are NUTTERS!!
I really like being paid to do nothing but reading ~$22million of our tax dollars has been wasted paying us all while the Agency sinks should never be considered a good thing in anyone’s mind.
I have no idea what you are suggesting is way easier. The phone system works better? Sure, we had a completely unreliable phone system for awhile. But what is better about answering calls for other offices? Sure, phones get answered faster. That's a very small part of the story. The problem is what happens when the call is answered. We have people answering that have no local understanding of local priorities, ability to inquire with an employee who is working on the case in question, and understanding of office flow (can you just walk in or do you need an appointment). The people calling in want answers. Half the time someone answering in another office can't provide that answer, so an appointment is set up or a referral is made to the office of record. Effectively, the person that answered the call did nothing. That's not first point of contact service. Far more often when a call is answered by the servicing often true first point of contact service occurs. The non servicing office phone person just kicks the can down the road taking the customer further from what they desired. The phone system is clearly far more robust than what we had but answering calls for offices beyond your own is a giant waste of time. We have a number of CSRs answering 800 number calls in my office. They basically set up appointments all day long. They accomplish very little in terms of providing answers. Of course, they spend tons of time jacking around looking for appointment slots because half the offices have little to no appointment availability. Appointments are not the solution to all of these customer needs. They serve little purpose other than to increase delay in service.
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