An Idea For Social Security

      From Government Executive:

The Internal Revenue Service announced a new Taxpayer Experience Office meant to shore up taxpayer service at the struggling agency on Friday. ...

The IRS says that the new office will work on all parts of "taxpayer transactions" across the IRS. ...

"The IRS is committed to customer experiences that meet taxpayers where they are, in the moments that matter most in people's lives and in a way that delivers the service that the public expects and deserves," said Chief Taxpayer Experience Officer Ken Corbin, who is also the commissioner of the Wage and Investment division.

The IRS is also grappling with how to do identity verification for online accounts. It recently announced it will pivot from private company ID.me, which uses biometrics, to General Services Administration's login.gov after this tax season.

     It would help if Social Security would be honest with itself and the public about the state of the service it provides. It would also help if the agency accepts the reality that personal service including in person service will be required forever. We are not in a transition to completely digital service at Social Security and never will be. Field offices and teleservice centers are never going away.

Another CR?

      We’re almost six months into the federal fiscal year and Congress is still unable to pass appropriations bills. On March 11 the continuing resolution funding Social Security and other agencies runs out. It’s not clear that Congress can meet this deadline. There won’t be a government shutdown but we may end up with yet another continuing resolution giving Congress yet more time. The problem is Republic stonewalling combined with the unwillingness of two Democratic senators to end the filibuster.

Service Sucks At Social Security -- Part One Million

      From AARP:

When Jim Sauer read the letter from the Social Security Administration (SSA) in October 2021, he was puzzled. Because he was claiming benefits a year after his full retirement age, he was expecting bigger payments than what the SSA said he would receive. So Sauer called the Social Security office near his home in Fairfield Township, Ohio, to address the problem. But after 12 conversations with local SSA customer service representatives and two calls to the agency’s national call center, Sauer remained not only puzzled but also frustrated.​

“It’s not just the issues themselves,” says Sauer, a former career employee at a Fortune 500 company who worked in international finance. “It’s when you call, you wait on hold forever. And then when you finally get ahold of someone, they seemingly just don’t care about helping you and are highly unqualified to answer your questions or to lead you to where you could get answers.” ​ ...

As with most things, customer service issues are tied in large part to money. Since 2010, the SSA’s operating budget — set each year by Congress — has declined by 13 percent and its staff by 12 percent, while the number of Social Security beneficiaries has increased 22 percent, according to an analysis by the Center on Budget and Policy Priorities. ​ ...

Field Office Managers Have Complaints

     From a recent report by Social Security's Office of Inspector General: 

... During our interviews with management and our office visits, we learned office managers—who are not members of a bargaining unit— were the main staff reporting to the offices throughout the pandemic. Approximately half of the office management we interviewed believed they were treated fairly; while the remaining office managers indicated SSA leadership could have provided them more support during the COVID-19 pandemic.  

Sixteen members of management stated they felt overworked, dispensable, and unappreciated, and 45 said the Agency did not realize the large volume of non-portable work for which they were responsible. Management noted it was a challenge to juggle their normal managerial duties and the non-portable workload. ...

Harder To Win In Rural States Which Are Mostly Red States

      From Blue Virginia:

Recent data from the Social Security Administration (SSA) shows that rural states are more likely to have low disability claim approval rates as compared to more urban states.

Of the top 15 states with the lowest disability claim approval rates, Oklahoma (30 percent), Hawaii (30.2 percent), and West Virginia (31.9 percent) have the lowest overall approval rates.

Seven of the remaining 15 states have approval rates that fall at or below 35 percent: Alabama (32.3 percent), Kentucky (32.9 percent), North Carolina (33.5 percent), New Mexico (34.4 percent), Florida (35 percent), Indiana (35.2 percent), and Maryland (35.9 percent).

The other six states have marginally higher approval rates. Still, they fall below the national approval rate average of 41.7 percent: Montana (36.2 percent), Utah (36.2 percent), Arizona (36.4 percent), Mississippi (36.6 percent), Georgia (36.7 percent), and Tennessee (37.9 percent). ...

If They Haven't Gotten Better, Why Are We Ending Their Benefits?

      From Does Welfare Prevent Crime? The Criminal Justice Outcomes of Youth Removed From SSI by Manasi Deshpande & Michael G. Mueller-Smith (emphasis added):

We estimate the effect of losing Supplemental Security Income (SSI) benefits at age 18 on criminal justice and employment outcomes over the next two decades. ... We find that SSI removal increases the number of criminal charges by a statistically significant 20% over the next two decades. The increase in charges is concentrated in offenses for which income generation is a primary motivation (60% increase), especially theft, burglary, fraud/forgery, and prostitution. The effect of SSI removal on criminal justice involvement persists more than two decades later, even as the effect of removal on contemporaneous SSI receipt diminishes. In response to SSI removal, youth are twice as likely to be charged with an illicit income-generating offense than they are to maintain steady employment at $15,000/year in the labor market. As a result of these charges, the annual likelihood of incarceration increases by a statistically significant 60% in the two decades following SSI removal. The costs to taxpayers of enforcement and incarceration from SSI removal are so high that they nearly eliminate the savings to taxpayers from reduced SSI benefits.

     You've been granted SSI disability benefits as a child. It wasn't easy. You had to have been pretty sick. However, at age 18, even though you haven't gotten a bit better, you're made to prove all over again that you're disabled and in many, many cases cut off your SSI, leaving you with no income. Why? Does turning 18 make people healthier? How can we realistically expect anything other than bad results from such a brutal policy? This study is looking at just the dollar costs to the government. What about all the misery caused to disabled people and their families? That has value too.

Going Online To Schedule Appointments To File Claims

      Under the Paperwork Reduction Act Social Security must post notices when it develops new forms requiring information from the public. This is from such a notice posted today in the Federal Register:

... SSA developed an online tool to allow internet users to request an appointment to file an application for benefits and to establish a protective filing date with SSA. The electronic protective filing tool will allow individuals to submit information for the appointment request using a computing device, such as a personal computer or handheld (mobile) device instead of calling SSA by phone or visiting an FO [Field Office]. The tool will be available to potential claimants, as well as those individuals assisting them ...

[T]he system will ask the individual to tell us whether they are answering these questions about themselves, or about another person. To do so, the system will present several options for individual to select from the categories of individuals who, under current regulations, can establish a protective filing date. The next screens ask for basic information about the individual who will be claiming benefits, or requesting SSI payments. Additionally, the tool will collect the name, phone number, and email address (optional) of the person submitting the information, if that person is different than the person who will be claiming benefits or SSI payments. Once the system collects the data, it gives the individual the opportunity to review the information provided and electronically sign and submit the form. The system then transmits the information into eLAS [?] and establishes a protective filing date. ...

     The notice does not say when this might come into effect. The agency estimates that only 21,250 of these forms will be completed annually, which sounds awfully low.

Fighting To Survive