What Can We Expect On Monday?

       A tweet from the Social Security Administration:

Social Security offices will open for public service on Monday, 7/22. Staff impacted by the widespread Microsoft and CrowdStrike issues are being brought back online. Our phone lines remain operational and many online services at http://ssa.gov remain available. 

     Great, but how capable will they be of doing business? And that’s just the field offices. What about other parts of the Social Security Administration, such as the Teleservice Centers, the Program Service Centers and the Office of Hearings Operations? I know OHO was able to hold hearings yesterday but I don’t know about their work otherwise.

Field Offices Workloads

     Below is an illustration from the testimony of Katherine Zuleger of Wausau , WI. President, Chicago Social Security Management Association, Executive Committee Member, National Council of Social Security Management Associations to the Senate Finance Committee on June 18, 2024 on Work and Social Security Disability Benefits (I can't help thinking that some of this looks like an illustration from a sex education textbook!):

Click on image to view full size

Here are what those acronyms mean, as best I know them:

• AUX -- Auxiliary claims, such as child claims
  
• CDR -- Continuing Disability Review
• CO -- Central Office 
• CSNO -- Centralized Special Notice Option (I don't know what that is.)
• ERPA -- Electronic Representative Payee Annual report
  
• GI -- I think General Information in this context
  
• MDW -- Modernized Development Worksheet
  
• MNUP -- Medicare Non-Utilization Project (to determine why an elderly person isn't using Medicare -- like maybe the person is dead.)  
  
• PSC -- Program Service Center -- where Title II benefits are computed, among other things
• RO -- Regional Office    
• RPMT --  ?
  
• TSC -- Teleservice Center -- where they answer most telephone calls to the 800 number    
  

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."

800 Number Answering Time In FY 2024

 

From Social Security

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

     From an article in the Daily Mail:

Severe Problems Remain After SSA Appropriation Determined

     From Federal News Network:

After a months-long hiring freeze, the Social Security Administration is once again facing even further declining staffing numbers.

But with agency spending now determined for the rest of fiscal 2024, and hiring now unfrozen, SSA Commissioner Martin O’Malley is readying the agency’s plans to rebuild its workforce as quickly and efficiently as possible.

Currently, SSA is at its lowest staffing levels in 27 years, while serving more customers than ever before, O’Malley told lawmakers on the House Ways and Means Committee during a hearing last week. As a result, customer service has worsened — there are longer wait times on phone lines, and longer delays in receiving decisions on disability applications and appeals. ...

In the 2024 spending agreement Congress reached last week, SSA received $14.2 billion for its administrative expenses. It’s a slight increase over SSA’s enacted budget of $14.1 billion for 2023. ...

Although SSA’s latest hiring freeze has ended, there have already been net staffing losses as a result of a months-long string of continuing resolutions — landing the agency once again at the lower staffing levels it had a year ago. ...

Right now, SSA employees “are understaffed, and they are overwhelmed,” O’Malley said. “Not surprisingly, when somebody’s been on hold for an hour, they come off that call hot. We right now have an attrition rate of about 24% in our teleservice centers.”     ...

“We need to change our [hiring] strategy as an agency,” O’Malley told lawmakers. “I think we target too much on college graduates and not enough on high school and community college graduates. And with proper training, that could really be an investment that holds for a long time.” ...

Rolls Royce Service For OIG; Little Service For The Public

     Social Security's Office of Inspector General (OIG) operates its own hotline for the public to use in reporting waste or fraud. Think about that. Why does OIG have its own separate hotline? Why not use Social Security's regular 800 number? The teleservice center employees are certainly capable of taking down basic information and forwarding it to OIG. I think we know the reason. The crappy service on the general 800 number would be unacceptable for OIG.

    At the moment, OIG is advertising the availability of a contract for handling its hotline. Here's one of the criteria that OIG expects a contractor to meet: "At a minimum, the contractor’s systems must handle all incoming calls, and the contractor must achieve at least an average 95% answer rate for all calls offered and a maximum average wait time of one (1) minute after call offer." The OIG contractor has to be able to "handle all incoming calls"? The agency's general 800 number certainly can't do that. A 95% answer rate? Not imaginable for the general 800 number. A maximum average wait time of one minute? Are you kidding me? It's more like 15-20 minutes for the general 800 number. 

    Why are we funding excellent call center services for OIG but those needing to file a claim or to talk with someone about their pending case get horrific service? I'm all in favor of getting fraud reports from the public but I'm also in favor of the public getting decent service from the Social Security Administration.

More On President's Proposed Budget

     Some highlights from the President's proposed administrative budget for the Social Security Administration:

• Office of Inspector General would get only about a 5% increase in its operating budget. The rest of Social Security would get about 10%.
• "The Budget includes an increase of $60 million for teleservice centers to reduce wait times by over 40 percent and substantially reduce busy rates from 15 percent to 3 percent."
• "Addressing Processing Center Backlogs. The Budget includes an increase of over $75 million for PCs to handle more work."
• "To address the large backlog of initial disability claims and the additional claims we expect to receive in FY 2024, the Budget expands processing capacity by increasing staffing at the DDS offices. As a result, we expect the DDSs to process over 400,000 more initial disability claims and over 200,000 more reconsiderations than in FY 2023."
• Average processing time for initial disability claims would go down from 220 days to 195 days.
• Average processing time for reconsideration disability claims would go down from 224 days to 193 days.
• Average processing time for hearings would go down from 475 days to 320 days.
  

And remember, this is only a proposal. Congress must act on it and Republicans are saying they want dramatic cuts in agency budgets.

A Poll For A Slow Day

     There's really nothing newsworthy going on at Social Security so let's have a poll. I'll take suggestions for other polls -- or news.

online polls