Commissioner Andrew Saul issued an open letter on November 4, 2019 outlining
some of the steps that the Social Security Administration (“SSA”) is taking to improve
service. Keep in mind that Commissioner Saul
has only been on the job since this summer and is likely still learning the
complex system, but I like what I am hearing so far. Here are 4 important
factors he discussed.
1. A Common Sense Approach To Change
Clearly, Commissioner Saul is new to working in
the government sector, as he advocates for a plan that is rooted in common
sense. Anyone who has dealt with the Social Security Administration knows that
decisions and changes often take place that seem to fly in the face of common
sense. However, Commissioner Saul seems to be pushing a “no excuses” approach to
improvement. He seems to understand that the lengthy time frames and backlogs
are equally frustrating to claimants and SSA employees. He acknowledges that a
reduction of wait times will improve morale at SSA and restore fundamental
aspects of adequate public service.
2. Technology Is Only Part Of The Answer
Commissioner Saul promoted technology as one of
his solutions to the excessive backlogs, since his first days in his position.
However, in his open letter, Commissioner Saul acknowledges that SSA has to
invest in a responsive workforce and perform quality checks to make sure that
SSA is meeting the public demand. Thus, he is planning to focus on a “smart
hiring” strategy as well.
Hooray! SSA is no longer closing their field
offices early on Wednesday, a measure that was adopted to allow caseworkers to
catch up on backlogs. Instead, Wednesdays will have normal business hours.
Additionally, SSA is ending the telework pilot program, which allowed employees
to work from home. SSA felt it saved the Administration the cost of larger
offices spaces if they mandated certain employees worked from home on particular
days. The Commissioner acknowledged that the controls and data are not in place
to determine whether this pilot program was an effective and efficient policy
so it is ending.
4. SSA Plans to Hire 1,100 More people
The best news of all is that SSA hopes to hire
1,100 employees in the upcoming months. Of course, these new jobs will be
completely dependent on the final appropriations issued to SSA for 2020, but I appreciate
that Commissioner Saul understands that SSA needs more human bodies to provide
exceptional customer service.
Got a question about SSDI or SSI that you need
us to answer? Please check out our website at www.westcoastdisability.com . We try to provide you with helpful
information on our website that will allow you to successfully navigate the
Social Security Disability process. Also, feel free to email me your questions
at megan@westcoastdisability.com or
call me at (800) 459-3017 x 103.
