Suicide Is “One Option”

      From Government Executive:

The Social Security Administration has instructed employees newly assigned to answering phones to tell callers expressing suicidal thoughts that suicide is “one option,” raising concerns from employees and experts in the field who called the approach unorthodox.  

SSA recently began shifting new swaths of its workforce to phone answering duty, including those who normally receive and process retirement and disability claims, manage the agency’s technology and work in the agency's finances unit. Those employees received brief, three-hour training before they began answering calls.  …

Employees at the training, which occurred on Jan. 26 for benefits authorizers and post-entitlement technical experts, were taken aback by the comment and asked their supervisors for clarity. One employee at the training said there was “disbelief that it was just said” among those in the room.  

Caitlin Thompson, a clinical psychologist who spent eight years at the Veterans Affairs Department as a clinical care coordinator on the Veterans Crisis Line and later as the department’s national director of suicide prevention, said SSA's approach did not follow commonly accepted best practices.  

“It’s not a normal thing to say,” Thompson said. “No. That’s not the thing you say to somebody who might be suicidal.”  …

SSA Hiring And Training Issues

     From The Social Security Administration’s Major Management and Performance Challenges During Fiscal Year 2023, a report by the Office of Inspector General at Social Security:

... As of September 23, 2023, SSA had increased its staff size from 56,423 full-time permanent staff in FY 2022 to 59,591 in FY 2023. FY 2023 hiring helped SSA reverse the recent trend of declining employees in more recent years ...

SSA curtailed additional anticipated hiring in June 2023 in response to the passing of the Fiscal Responsibility Act of 2023 (Pub. L. No. 118-5). SSA lowered each of its component’s allocation of employees because it did not want to hire employees whose salaries future budgets may not support given that the Act limits non-Defense funding in FY 2024. ...

While it hired many new employees, SSA reported it still had challenges recruiting and retaining employees because its positions are complex and require more training compared to similar positions in private industry. SSA’s Office of Operations acknowledged its self-online-training model is less engaging than in-person training and does not work well with all new hires. Also, SSA cannot offer its frontline employees some workplace flexibilities other agencies can, such as full-time remote work. Employees who separate from SSA reported they were leaving to take higher-paying jobs or because they felt overworked at SSA. ...