No Help In Upstate NY

From the Democrat and Chronicle of Rochester, NY:

Despite a national effort to cut down the backlog of pending disability cases in Social Security offices, local legislators and advocates say disabled people in the Rochester area will keep waiting to get their cases heard in Buffalo.

Earlier this month, Social Security Commissioner Michael Astrue announced 135 new administrative law judges in offices throughout the country, including 10 in New York, to help take on the mounting requests for appeals hearings. None were assigned to Buffalo, which handles most local cases.

Congressional Hearing Alert

From a press release issued by the Social Security Subcommittee of the House Ways and Means Committee:

Congressman Michael R. McNulty (D-NY), Chairman, Subcommittee on Social Security of the Committee on Ways and Means, today announced that the Subcommittee will hold a hearing on current and proposed employment eligibility verification systems and their impact on the ability of the Social Security Administration (SSA) to fulfill its core mission of administering Social Security and Supplemental Security Income benefits. The hearing will take place on Tuesday, May 6, 2008, in room B-318 Rayburn House Office Building, beginning at 10:00 a.m. ...

The effect of a national system on SSA’s costs and workload is subject to substantial uncertainty. Mistakes committed by employers and inaccuracies in SSA’s database would combine to produce millions of erroneous non-confirmations. Unless the cost of this workload is fully funded, every year, a national system would disrupt not only hiring decisions, but also SSA’s ability to conduct its core operations related to administration of Social Security benefits. Also, existing programs under which employers must match data with SSA have very high rejection rates. For example, ten percent of the 240 million wage reporting forms (W-2s) received annually by SSA do not match the names and Social Security numbers in SSA’s records. Last year, SSA testified that seven of every 100 workers checked were initially rejected by E-Verify because of mismatches with SSA records, and that three of every 100 workers contacted SSA in response to an E-Verify “tentative non-confirmation” letter.

New Cancer Listings Proposed

The new proposed listings for cancer were published in the Federal Register today.

Social Security Turns To Technology -- And Plans To Make You Use It

From the Federal Times (emphasis added):

The Social Security Administration is hoping a series of technology upgrades planned for this year and next will help the agency improve its efficiency and whittle down its backlog of unheard benefit claims cases....

SSA’s first upgrade will come next month, when it relaunches its Web site with a revamped retirement application program. Astrue said the current online application was hastily created eight years ago and does not work well — it is used by only about 10 percent of the public. Astrue wants half of retirement applications to be filed online in five years to keep field offices from being overwhelmed with paper applications. ...

SSA has gone back to the drawing board to replace one tool that has consistently underperformed since its 2006 debut, Astrue said. The Electronic Case Analysis Tool, or eCAT, is intended to help disability examiners decide whether someone qualifies for disability benefits and document their cases. For example, the system can prompt examiners to ask certain questions or to review necessary documents.

But the original version of eCAT was rushed to the field before it was ready and “failed miserably,” Astrue said. The Government Accountability Office in January found that eCAT frequently crashed because of technical glitches and lost information. Astrue said eCAT even created backlogs in some places, such as New England, that previously had none.

The new version of eCAT will not be rushed, Astrue said. SSA will not pilot it until 2009 at the earliest, Astrue said, and it will be closely reviewed as it is rolled out to one or two states. He promised that eCAT will eventually help examiners make and document their decisions faster and better.

“Now, we’re trying to do it right,” Astrue said.

SSA recently digitized its appeals process with a new program called iAppeals, Astrue said. This program lets claimants or their representatives file an appeal online. Previously, appeals were filled out on paper forms and mailed to field offices, where SSA staffers entered the information into a computer system....

SSA plans to require all claimant representatives to use iAppeals; unrepresented claimants would still be able to file their appeals on paper.

Hearing Update

There have been so many press releases concerned with this past Wednesday's House Ways and Means Committee hearing on Social Security's budget and backlog problem that I am going to sweep them into one post.

Senators Schumer and Clinton of New York put out a press release expressing outrage at Commissioner Astrue's assertion that lack of office space was behind the failure to add more Administrative Law Judges to the Buffalo hearing office. They are demanding more information from Astrue.

Mike McNulty, the chairman of the House Social Security Subcommittee issued a press release on the day of the hearing.

Representative John Lewis of Georgia put out a press release shortly before the hearing, trying to drum up press attention.

Representative Xavier Becerra issued a press release and put his comments during the hearing onto YouTube.

Becerra also put up a second YouTube video from the hearing that contains some answers from Commissioner Astrue about staffing and office closures.



Finally, the ACLU has put out a press release commending the House Ways and Means hearing.

Waiting In The Shadows Of Woodlawn

The Frederick News Post of Maryland is running an article about a man who had to wait two and a half years before being approved for Social Security disability benefits. The man was waiting for a hearing before a Social Security Administrative Law Judge based in Baltimore. Woodlawn, Maryland, where the Social Security Administration has its headquarters, lies between Baltimore and Washington.

By the way, this is another newspaper article apparently generated by Allsup's public relations offensive.

NCSSMA Newsletter

The National Council of Social Security Management Associations (NCSSMA), an organization of Social Security management personnel, has issued its April 2008 Newsletter. Here is a small excerpt written by a teleservice center manager, with my comments and explanations in brackets:

The TSCs [Teleservice Centers] are wrapping up their Peak Period , our busiest time of the year [the first few months of each calendar year are always the toughest for several reason, such as the release of SSA-1099s]. In fact the first six months of this Fiscal Year were very busy for the 800 Number. Through February 2008 the Average Speed of Answer was 50 seconds over the same period last year [that is a very big jump in the length of time it takes them to answer the phone --and that is a bad thing]. The Agency is somewhat concerned that we may not meet the goal of 330 seconds this year [the goal is answering the phone in five and a half minutes -- and they don't think they can meet it -- and that's just the average, which means it's a lot worse at times]. Average Busy Rate has begun to improve and we are on track to meet this year’s goal of 10% [10% busy rate is their goal. How many businesses shoot for a 10% busy rate? How many callers get frustrated and hang up after being on hold for several minutes?]. As of February, Handle Time, the total time it takes an agent to handle a call, is 15 seconds higher than the same period last year [Not a good sign. The calls are taking longer because they're getting more complicated]. It appears this trend has peaked and handle time is beginning to come down. The Agency greatly reduced SPIKE hours [the time that payment center employees are taken off the regular jobs of putting people on benefits and put to work answering the phone, which delays people getting put on the benefits for which they've been approved] this fiscal year. This means more time processing Payment Center workloads. We all enjoy the benefits of less SPIKE hours! There is good news - TSCs have hired many TSRs [Teleservice Representatives], bringing staffing levels closer to the FTE [Full Time Equivalent] floor. We probably won’t see the effects of these hires until next fiscal year as it takes time for training and for a new TSR to become proficient.

I suppose some wonder why I link to this sort of thing. This newsletter was not written to embarrass the Social Security Administration. These are just people talking about their work. Read this sort of thing and the day to day problems that Social Security employees and Social Security claimants have to face become clear. How would you like to be a Social Security employee having to deal with a confused, mentally ill claimant who had to call the 800 number a couple of times before getting through and then had to wait more than five minutes before talking with someone? How would you like to do this all day, every working day? Could you deliver high quality service? Is it the sort of service that taxpayers deserve?

Haven't Noticed Much Of This At SSA

From the Washington Post:

Joseph Wassmann thought he had a secure position producing videos for the U.S. Military Academy, but not long ago he found his job on the line because of a Bush administration plan to inject more efficiency into the federal bureaucracy.

Wassmann, 40, was among a group of information management employees at West Point who had to prove that they could do their jobs better and more cheaply than a private contractor. If they could not, they were told, the work would be outsourced. It was all part of President Bush's government-wide plan to reduce costs by inviting contractors to bid on about 425,000 federal jobs that could be considered "commercial" in nature.

The West Point competition dragged on for more than two years. In the end, Wassmann and most of his co-workers won, but only by agreeing to downsize from 119 employees to 88. And the mood has never been worse, he said. ...

The public-private face-off at West Point illustrates just what Bush envisioned when he proposed the "competitive sourcing" initiative in 2001 as part of his management agenda. It turned on a simple idea: Force federal employees to compete for their jobs against private contractors and costs will decrease, even if the work ultimately stays in-house.

But as Bush's presidency winds down, the program's critics say it has had disappointing results and shaken morale among the federal government's 1.8 million civil servants.

Private contractors have grown increasingly reluctant to participate in the competitions, which federal employees have won 83 percent of the time.

The article says that 210 Social Security employees' jobs were threatened in this way and that 84% of those employees kept their jobs. It makes you wonder why Social Security brass seem convinced that they can get much better productivity out of their employees when private enterprise seem unwilling to compete with the productivity that Social Security is already getting from those employees.