Encounter With Social Security "Computer Doodie" In Minnesota

I missed this one from last summer in The Daily Journal of Fergus Falls, MN, but it is still relevant:

Last Tuesday I finally got up the ambition to go to the Social Security Office.

The doctor advised me to get the process going seeing as I have degenerative disc disease. Yeah right, okay, um. Well this sucks.

And so last Tuesday I went to the brand spankin’ new SSO, new state of the art building, new parking lot.

We were the only vehicle in the parking lot. It was about 2 in the afternoon. I walk in and the first person I meet is a police officer packing a gun. I’m thinking, this is Fergus Falls. Population 12,000.

And why would the SSO need this type of protection? Are people that crazy? Anyway, I look at him, he looks at me and says, “Sign in over there.”

I looked to where he was pointing and it was this black kiosk? Is that what they’re called? A little island computer doodie that asks me three questions: Do you have an appointment? Do you want an appointment? Do you want to talk to someone? I clicked on I “want to talk to someone.”

This little machine on the right spits out a paper that said I was number 65. I looked around the room, wondering where the other 64 were.

I was the only person/customer in there. The officer told me that my number would be called next. I’m not kidding.

I sat down in a chair that was facing the window, bullet-proof glass, I think, that enclosed the social security workers that I figured I’d be talking to. I sat right in their eye view. While they were talking about the happenings over the 4th of July, the food, someone getting drunk and hurting their shoulder, the boy getting sunburned, I looked around.

Nice shop. Important shop. Must be. Armed guard, bullet-proof glass, numerical punch combination lock on the main door to the offices. Whew!

This is damn important.

And while I sat there waiting, those women just kept talking about potato salad and their teen-aged daughters, and did you see what she was wearing?

This important place was nicely air conditioned, so I didn’t mind, although I started thinking about our tax dollars.

And the longer they talked the more unimportant I began to feel. Feeling unimportant in an important place that your tax dollars are supporting…well, I think I understand why they have an armed police officer there.

Some people, customers, or taxpayers might get a little fidgety. Not me. I just sat there in the wonder of it all.

After about 10 minutes, one of the women must have gone back to her own desk.

Then I heard, I am not kidding, my number being called out over an intercom. “Number 65! Number 65!”

You can’t make this stuff up.

Here I am, the only one in the room, a room the size of Pizza Hut, (in fact, Pizza Hut is right across the street), and it takes an intercom, apparently, to get my attention when I have been in her eye sight for the past 10 minutes. I am amused.

I walk up to the bullet-proof glass and here is this young woman speaking into a microphone that looks like something a DJ would use. She asks me how she can help me. I tell her that I need the forms to fill out for Social Security Disability. She tells me that I’ll have to make an appointment. I tell her that I will just fill them out online instead.

I left there thinking, “Wish I had her job.” A receptionist for the Social Security Office. A Federal employee. Sweet.

I have since decided to change my career path.

Senate Letter Regarding Social Security Appropriations For Current Fiscal Year

Click on each thumbnail to view full size.

House Letter Regarding Social Security Appropriations For Current Fiscal Year

Click on each thumbnail to view the letter full size.

A Press Release

The article below was supposedly written by Stephen Martin, the Chillicothe, Ohio Social Security District Manager. It was published in the Chillicothe Gazette.

With the end of the year fast approaching, many people already are making plans for the new year - and beyond. As Americans look to the future, so, too, is Social Security. Recently, the agency released its new strategic plan with the motto, "Social Security Benefits America."

This five-year plan identifies the challenges Social Security faces and the steps needed to meet those challenges head-on. This plan charts the course that will enable us to effectively manage Social Security's core workloads and work toward long-term enhancements of our service to the public.

There are challenges, such as the backlog of disability claims and the increasing population of retirees due to the aging baby boomer population. To address these and other challenges, the plan concentrates on four specific goals:

Eliminate the hearings backlog and prevent its recurrence

Improve the speed and quality of the disability process

Improve retiree and other core services

Preserve the public's trust in Social Security programs.

The plan also notes the two keys to meeting our goals: Social Security's dedicated employees and advances in information technology.

Our commissioner, Michael J. Astrue, has said, "Our work force is one of our greatest strengths. The challenges we face have not shaken our resolve to provide the vital services Americans depend on. But we will need to rigorously explore and wisely employ new technology. To achieve a strong and modern infrastructure we need to invest in technology. That's all part of the plan."

Abraham Lincoln once said, "The best way to predict your future is to create it." That's exactly what we're doing with this plan - creating our future. This strategic plan charts the course we will need to take over the next five years to make our vision a reality. Working together with the president, members of the Congress and our stakeholders, we can provide world-class service for generations to come.

The comments that readers of the paper made in response to this are interesting.

Solving Social Security's Problems The Potemkin Way -- One Case At A Time

In November I posted about how "Problem Solver" at WSPA had helped a woman in the Greenville-Spartanburg, SC area get her Social Security disability benefits. They have done it again! It is just amazing the results this television station can get! Let me drop the scarcasm. I am glad this claimant got the benefits, but it is obvious that Social Security is rushing to get benefits to any Social Security disability claimant featured in a media report. Unfortunately, it is impossible for hundreds of thousands of people to get media attention -- even for fifteen minutes. Taking people out of turn for public relations purposes just makes those who are not featured in the news media wait longer. This is wrong and everyone at Social Security involved in this knows that it is wrong.

Poll

Free Web poll for your Web site - freepolls.com

Happy New Year!

Backlog Report December 2008

Click on each thumbnail to view the processing time report for Social Security's Office of Disability Adjudication and Review, the part of Social Security that holds hearings on disability claims, obtained by the National Organization of Social Security Claimants Representatives (NOSSCR).

Compare the state of the national backlog over time:

• January 25, 2007 -- 508 days
• May 25, 2007 -- 523 days
• July 28, 2007 -- 528 days
• August 31, 2007 -- 523 days
• November 30, 2007 -- 500 days
• February 29, 2008 -- 511 days
• May 30, 2008 -- 523 days
• June 27, 2008 -- 529 days
• July 31, 2008 -- 530 days
  
• September 3, 2008 -- 532 days
• November 5, 2008 -- 476 days
  
• December 3, 2008 -- 480 days

Update: I am going to take a guess at the explanation behind that remarkable improvement in the reported backlog between September 3 and November 5. What I think happened was that a few dozen new ALJs came on board during this time period. While the total number of cases backlogged increased, Social Security assumed that the increase in the number of ALJs would improve its output, thus decreasing the wait time.

Czech Treaty And User Fee Notices In Federal Register

Today's Federal Register has a notice that a Social Security treaty is going into effect between the United States and the Czech Republic and another notice that the user fee charged to attorneys and others who represent Social Security claimants and whose fees are deducted from their clients benefits will remain at 6.3% in 2009.

Wild Ass Guesses For The New Year

Early in my career as a lawyer I heard an expert witness at an administrative hearing (not before Social Security) testify that she could not answer the hypothetical question asked her with reasonable certainty, but that she could give a "wild ass guess." I think I have heard other wild ass guesses from expert witnesses over the years but that expert was the only one honest enough to describe her testimony accurately.

I will be honest enough to label my predictions for 2009 as being more wild ass guesses than anything else. Here they are:

1. Michael Astrue will stay on as Commissioner of Social Security throughout 2009. However, he will be under increasing pressure from Congress to do something about the service delivery problems at Social Security. His problem is that he has backed himself into a corner by promising that his plans will bring down the backlogs without big increases in staffing, but what he has promised is impossible. There will be tense Congressional hearings with testy exchanges.
2. John Lewis of Atlanta will become the new Chairman of the House Social Security Subcommittee, replacing Mike McNulty who is retiring. Lewis is currently the Chairman of the Oversight Subcommittee of Ways and Means. He will switch because the Oversight Subcommittee will be much less fun for a Democrat to chair in the Obama Administration than it was in the Bush Administration.
3. Congress will enact and President Obama will sign a budget for Social Security for fiscal year (FY) 2009 (which began on October 1, 2008) of $10.477 billion, $150 million above the Bush budget proposal for the agency. This will happen by February 15, 2009.
   
4. Obama and Astrue will put out similar proposed budgets for Social Security for FY 2010 (which begins on October 1, 2009) of about $11.2 billion. This appropriation will be passed essentially as is, before the beginning of FY 2010. This will not be enough money to add more than a modest number of new employees at Social Security.
   
5. There will be little or no improvement in the hearing backlogs at Social Security in 2009 -- except in Atlanta where there will be dramatic improvements.
   
6. Service at Social Security field offices will continue to slowly decline in 2009. Social Security's inability to answer its telephones and the increasing wait times at Social Security field offices will slowly become a public issue.
7. Social Security will end the year with about 1225 Administrative Law Judges (ALJ) and an ALJ staffing ratio that is lower than what it is currently.
8. In 2009, Congress will be working on plans to do something about the hearing backlog at Social Security, but nothing will pass in 2009. The plans under discussion will include removing Social Security from the unified federal budget and requiring regular reports on service delivery at Social Security. Time limits and interim benefits will be discussed but will not go forward. Commissioner Astrue will oppose all such legislative efforts and claim that his plans will solve the backlog problem. Even Congressional Republicans will be openly skeptical of his claim.
   
9. President Obama will appoint a Democrat to the position of Deputy Commissioner of Social Security. That person will have no prior background in Social Security. Commissioner Astrue will give the Deputy Commissioner major duties, placing him or her in charge of modernization of Social Security's computer systems and procurement generally, but will keep him or her well away from budget, policy and anything pertaining to disability or hearings. Astrue will concentrate on these matters himself, in the vain belief that he will be able to manage Social Security into giving better public service without significant additional personnel.
   
10. President Obama will appoint a Democrat to the position of Inspector General at Social Security. The appointee will have the Office of Inspector General (OIG) start preparing reports on service delivery at Social Security. He or she will testify before Congress frequently and will slowly become a major thorn in Michael Astrue's side.
11. There will be an increase in the number of disability claims filed in 2009 which will be blamed upon the recession, but the real reason for the increase will be the aging of the baby boomer population. Commissioner Astrue will claim that the increase in claims filed was unexpected.
    
12. There will be Congressional hearings on the 24 month waiting period for Medicare after a person qualifies for Social Security disability benefits. Legislation will move forward on this issue but will not become law in 2009.
13. Commissioner Astrue will officially but quietly withdraw the regulations proposed by Commissioner Barnhart that would increase the age categories in the Grid Regulations by two years. He will also quietly withdraw the controversial procedural regulations that he proposed. Both are actually still pending and, in theory, could be made official at any time -- but it is too late for that to happen during the Bush Administration and neither could happen in the Obama Administration.
    
14. Commissioner Astrue will raise the cap on attorney fees for representing Social Security claimants and will begin the process to adopt regulations that would put in an automatic cost of living adjustment, but he will slow roll this.
15. The proposed rules on representation of claimants will still be pending as of the end of 2009.
16. Commissioner Astrue will begin holding regular meetings with the heads of the employee unions at Social Security, but these meetings will be contentious. The American Federation of Government Employees (AFGE) will demand that Congress do something about the situation. Democrats in Congress will be interested in helping the union, but nothing will happen in 2009.
    

Basically, I am predicting that things will not change that much in 2009, but that by year's end there will be signs of significant changes coming in 2010 and beyond as well as a storm gathering around Michael Astrue. I have not seen enough sign of flexibility in Michael Astrue for him to avoid major conflict with Congress, the new Inspector General at Social Security and the employee unions. He has a history of resigning in a huff when others question what he is doing, but I do not see him doing that in 2009.

What are your predictions, or wild ass guesses, for 2009?