It Keeps Getting Worse

     From a recently released report:

From Social Security's Freedom of Information website

John Oliver On Social Security Disability

     I've found a video of that John Oliver piece on Social Security disability. I can't say whether this is an excerpt or the whole thing.

    By the way, I wish I could set this up so you click on the image on the left and you go directly to the video but Blogger doesn't make it that easy.

Real People

     From a Richmond, VA television station:

Earl Barry is frustrated with what he said has been a "demoralizing" experience navigating the process to apply for disability through the Social Security Administration (SSA). Barry told CBS 6 he has been going back and forth with the SSA on claims for more than a year.

"It's been very difficult and I am under-- I had to seek therapy because I was considering suicide," Barry said. ...

In October 2022, Berry applied for disability and was denied.

He reapplied in December 2023, but again was denied. ...

In March 2024, Barry said the company Premiere Disability filed a reconsideration request on his behalf. It's currently taking SSA seven months, on average, to respond to reconsideration requests.

Barry said Premier Disability recently informed him there could be a further delay.

"The representative found out that our appeal that we filed was not handled properly by SSA in March when they were supposed to have done it. They didn't transfer the file from the person who had it, the auditor, to the office for the appeal," Barry said.

But Barry said he can't afford to wait for assistance, should he get approved, any longer.

He said his savings have run dry and his Buckingham County house has now been foreclosed on. ...

Earlier this month, CBS 6 shared Ed Heavener's story, a Henrico County man who spent a year and a half waiting for disability and only got his money after our investigative reporters got involved. ...

After the story aired, CBS 6 newsroom was inundated with messages from people across Virginia and beyond, including Barry, complaining about customer service issues with SSA. ...

 

I Thought That Job One At The Payment Centers Was To Pay People

     From Reducing Processing Centers’ Pending Actions, a report by Social Security's Office of Inspector General (OIG):

...  SSA met its annual PC [Payment Center] pending actions performance measure goal in 4 of the 6 FYs [Fiscal Years] between FY 2018 through 2023. SSA reported it did not meet its goals in the remaining 2 FYs because of unexpected staff reductions, increased workloads, and less than expected overtime funding it would have used to pay employees to process more PC pending actions.

Although SSA achieved its PC pending actions performance goals in 4 of the last 6 FYs, there was no overall reduction in PC pending actions over those 6 years. In fact, the PC pending actions backlog increased from 3.2 million in FY 2018 to 4.6 million in FY 2023. As the backlog grows, many PC pending actions remain unresolved for long periods of time. From a sample of 139 pending actions, 102 (73 percent) were pending for 300 days or more, with 60 of the 102 pending for 500 days or more.

Delays in processing PC pending actions can lead to higher improper payments, which increased some beneficiaries’ financial burden as they waited longer for underpayments or were charged with increased overpayment amounts. If SSA resolved the PC pending actions we reviewed at the earliest possible instance, we estimate it would have determined approximately 528,000 beneficiaries were improperly paid approximately $534 million. After the pending actions were not processed for 12 months, the improper payment amount for those same beneficiaries rose to approximately $756 million. By the time of our review, many of the PC pending actions had been pending for longer than 12 months, and the improper payment amount had increased to approximately $1.1 billion.

    Notice that it didn't seem to bother OIG that the payment centers were frequently failing to pay benefits for long periods of time. The only thing they seemed to have been concerned about was an increase in overpayments. This in a nutshell is the OIG outlook on the Social Security world -- It doesn't matter when or if you pay claimants what they're due; the only thing that counts is that you not overpay them. That outlook is a prescription for disaster for claimants.

But It's Only Been Six Months! Maybe If We Wait Longer He'll Get Better

    From some television station in Atlanta that likes to hide its call letters:

...  For the Dickens, the unthinkable occurred in January when James had a stroke, his wife Schantalyn told 11Alive. The couple had only recently married in November 2023. 

"You plan on getting married, and after getting married, you plan on a happily ever after," Schantalyn shared. "It was so unexpected. We didn't know that the morning of January 5 at 3 in the morning, James would have a massive stroke."

Since his stroke, James has been recovering in a nursing facility. Meanwhile, Schantalyn continues to check in with eligibility officials to see whether her husband's disability claimed has been reviewed and approved. ...

[T]he time it takes to process cases varies widely. The national average for making an initial disability determination is 187 days, while in Georgia, the determination takes an average of 287 days. South Carolina tops the list for wait times, with 325 days for initial determination. SSA attributes much of the delays to staffing challenges.  ...

A One Year Sprint

     Government Executive has out a piece titled Martin O’Malley is on a one-year sprint to save Social Security. The title comes from Government Executive, not O'Malley. I'm sure that O'Malley hasn't claimed that he can "save" Social Security in any time frame, much less in a year.

    The primary thrust of the piece is O'Malley's call for additional budget resources for his agency. However, there's also crowing about O'Malley's accomplishments as Commissioner. O'Malley has certainly changed the tone at the agency and has some important accomplishments in his first six months as Commissioner but I'm pretty sure that the main accomplishment claimed in this piece -- improvement in 800 number answering -- isn't much of an accomplishment.

    Social Security's budget resources are so thin that it cannot make any significant improvement in one area of performance without taking resources from another area of performance -- borrowing from Peter to pay Paul as the old quote goes. If the 800 number service has improved, some other function must have worsened.

    Those on the inside can confirm or deny this but I think that the improvement in 800 number answering has been achieved by calling upon additional backup for the agency's Teleservice Centers (TSC's). The backup comes from the Program Service Centers (PSC's) whose primary responsibility is computing and paying benefits under Title II of the Social Security Act. This has gone on to some extent for many years. I've heard it referred to as "spiking," as in asking the PSC's to step in to handle overflow when there's a spike in call volume. It's not hard to improve 800 number phone answering if all you have to do is to shift the boundary for what's considered a "spike." Of course, the problem is that this causes degradation in the primary PSC workload of computing and paying benefits, which I have seen. Doing a better job of answering the phones is great but asking claimants who have already been approved to wait an extra month for the benefits they are owed isn't so great. Also, changing the spiking policies so that the PSC's give more help to the TSC's isn't sustainable. The payment backlogs will eventually become their own crisis.

    Finding ways to make yourself look better comes naturally to a seasoned politician like O'Malley. It's not a bad thing for the agency. At the least, it gives members of Congress confidence that if they give the Social Security Administration additional operating funds that they will be well spent. There is another side to the coin, however. Some members of Congress can say "Look, it's what we've been telling you. Social Security doesn't need more operating funds. It just needs better management."

Interview With Commissioner

     The AARP has published an interview it conducted with Social Security Commissioner Martin O'Malley. As you would expect from one with a political background,  O'Malley touts his agency's accomplishments. I would certainly agree that the changes in how Social Security deals with overpayments are an accomplishments. However, the accomplishments in providing service to claimants have not been across the board. As a few workloads gets diminished, others increase. It's all you can do when you lack adequate budget resources.

    There's one thing about the interview that I can't figure out. At one point the interviewer mentions that O'Malley is the first Social Security Commissioner who has served in elective office. O'Malley corrects him saying "Second! I’ll show you the wax figure down the hall." Who was that other Social Security Commissioner who had previously served in elective office? Is the "wax figure" business just some odd figure of speech or some sort of reality?

It's Taking Longer To Get An Appointment With Social Security

    From Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers, a report by Social Security's Office of Inspector General:

 

Wait Time To Get Hearing

April 2024 numbers. From Social Security. Click on image to view full size.

 

Customer Wait Times

    From Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers, a report by Social Security's Office of Inspector General:

 

Deep Red In More Than One Way

 

From a Social Security fact sheet

SSA Commissioner Touts Accomplishments

I can't tell. Is that logo in the center a physical object or generated electronically?

     From a Social Security website touting Commissioner Martin O'Malley's accomplishments during his first 100 days in office:

... Between November and April, SSA has reduced the average waiting time from 42 minutes to 24 minutes. Further, no one calling SSA receives busy signals and over 35 percent of our callers now receive a call back instead of holding. ...

SSA is updating its Program Operations Manual System (POMS) so agency employees are no longer forced to require wet signatures from customers where eSignature options are available. ...

[Since the agency's appropriations bill passed] Commissioner O’Malley has lifted the agency-wide hiring freeze and approved 1,600 critical hires for the teleservice centers. We also authorized 1,290 field office hires, 600 hires for the State disability determination services, and 300 hires for our hearing offices. ...

New Union Management Cooperation Councils (UMCCs) - which the Special Advisor to the Federal Labor Relations Authority described as being at the forefront of Union-Management collaboration - are engaged in productive and specific pre-decisional discussions between AFGE and SSA management on a variety of topics including improvements to new-hire training, which has been a key area for improvement towards retention of staff. 

Monthly Labor Roundtables and the UMCC provide regular opportunities to maintain an open dialogue between Labor and Management at all levels of SSA, which improves employee morale and efficient. ...

It's Taking Longer And Longer To Get Through To Social Security On The Phone

     From an article in the Daily Mail:

Perfect Timing?

    Wouldn't now be the time to end the reconsideration step in Social Security disability determination? Over the years the objection to doing that has been that that it would throw too many cases to the hearing level but at the moment the backlogs are enormous at the initial and reconsideration steps and quite low at OHO. Doing it now would kill two birds with one stone. You'd dramatically reduce the backlogs at DDS and you'd give OHO something to do at a time when they're rapidly running out of work. It would create the "drinking from a fire hose" problem at OHO but I'd rather see that than have OHO lacking work while DDS struggles. 

    By the way, I have a vested interest in seeing this come to pass since I have a vested interest in seeing Social Security disability claims resolved expeditiously. Is that a bad thing?

 

Backlog Improvement At OHO

    Dispositions continue to outpace receipts at Social Security's Office of Hearings Operations (OHO), i.e.,  it's taking less time to get a hearing on a disability claim. The biggest reason is that cases are hung up at lower levels of review where backlogs are burgeoning. One day that dam will burst and OHO will be inundated.

Click on image to view full size

 

OHO Hearing Backlog At Its Lowest Level In 30 Years

     Posted by Social Security's Commissioner, Martin O'Malley, on Twitter:

Some good news: I’m proud to report that #SSA hit a 30-year low in the number of pending hearings as of last week, thanks to our dedicated staff! This is a major milestone, and I know we can do even more with sufficient, sustained funding

Backlog Of ALJ Decisions

     Over the last few months there's been a dramatic increase in the wait time to receive a decision from an Administrative Law Judge (ALJ) here in North Carolina. It affects multiple hearing offices. 

    I can't tell. Is this a national problem? Regional?

    What's behind this problem? I know that some decision writers were detailed to work with Disability Determination on the huge backlogs of initial and reconsideration determinations but this new backlog to receive an ALJ decision seems far beyond anything that could be explained by that.

    Why are they scheduling ALJ hearings if they can't get out decisions?

Lauren Boebert Is An Ass -- But You Already Knew That

     From The Hill:

Rep. Lauren Boebert (R-Colo.) argued with a Social Security official over claims of backlogs in a Wednesday hearing about post-pandemic teleworking policies.

Boebert asked Oren “Hank” McKnelly, an executive counselor for the Social Security Administration, if the administration monitored its employees’ output and hours if workers are logging on from home.

 McKnelly assured Boebert social security employees are “subjected to the same performance management processes” whether they are teleworking or working from the office. ...

“We have systems in place that our managers use to schedule, assign and track workloads,” McKnelly said, adding that if employees work virtually, they must be responsive to various forms of communication.

Boebert continued, asking the official why the backlog of social security applicants has increased from 41,000 to 107,000.

“We’ve been historically underfunded for a number of years now,” McKnelly fired back, to which the congresswoman disagreed.

McKnelly said in the past 10 years, the administration has seen an increase of more than 8 million beneficiaries and experienced the lowest staffing levels ever at the end of fiscal 2022.

“That’s a math problem,” he said. “If you have those workloads increasing and you don’t have the staff to take care of those workloads, you’re going to have the backlogs that you’re talking about, representative.” ...

It Gets Cold In Pittsburgh

     From WESA (emphasis added):

As winter homeless shelters fill around Pittsburgh, City Council may look to zoning changes to allow for legally authorized homeless encampments. A bill set to be introduced Monday would create a new zoning use called a "temporary managed community" — areas that could host homeless encampments, with support staff, heat and food.

“We know [shelters are] full right now. … it’s just heartbreaking,” said the bill's sponsor, Councilor Deb Gross. “We want to make sure that we're not the obstacle for trying to achieve a temporary managed community.” ...

But overall, Gross said, the city desperately needs to create more affordable and transitional housing options. “People cannot live in the city of Pittsburgh on a disability check,” she said. “You cannot live indoors anywhere if you are on some of the lower levels of Social Security income.” ...

    It's obvious in my law practice that inadequate SSI benefits and delayed Social Security disability benefits cause a lot of homelessness.

Senate Hearing On O'Malley Nomination

   

     I listened to yesterday's Senate Finance Committee hearing on the nomination of Martin O'Malley to become Commissioner of Social Security. There seemed to be only limited Republican opposition. When a Republican Senator mentioned that he didn't like the firing of Andrew Saul, the Chairman of the Committee was prepared to politely mention that Republicans were hoist on their own petard. They were the ones who brought the lawsuits that led to the President's ability to fire people like Saul -- who richly deserved it!

    I liked one thing that O'Malley did. Whenever a Republican Senator complained about backlogs and delays and poor service generally, O'Malley had the numbers and could talk about the staffing cuts in the Senator's home state, which were in the 20-30% range for the field offices and DDS. That seemed to mute the complaints. Don't let them "cut it until it bleeds and then complain about the bloodstains."

 

Update: Another take on the nomination hearing.