IG: Processing slowed during pandemic, but SSA employees reported boosted morale and higher job satisfaction through telework. Image: Jonathan Weiss/Shutterstock.com
By: FEDweek StaffProcessing of applications for Social Security disability benefits slowed amid the shift to offsite work in the pandemic but there is ongoing value in the new technology put in place and the experience that was gained with increased telework, an inspector general report has said.
Average processing time by disability determination services offices—an arm of a state government, although the funding comes from the SSA—rose from about 96 days before the pandemic to above 135 days in the following two years even though the SSA was receiving fewer initial claims for those benefits, it said.
“During the pandemic, SSA updated policies and procedures on how the DDS should operate,” including a steep increase in telework. The SSA initially allowed DDS employees to take their desktop computers home with them to work remotely, but those computers “lacked the technology for DDS employees to communicate while they worked remotely.” The SSA soon started providing laptops, though, which for example contained the technology needed to hold video meetings.
The SSA also “provided the DDSs with basic cellular telephones to communicate with claimants, but claimants were wary of answering the calls as the telephones’ caller identification did not show the incoming call was from a state agency.”
It added: “Despite some concerns with telework (described above), it is a best practice that some DDSs would like to continue after the pandemic has ended. DDSs have found the following additional advantages to teleworking: (1) boosted employee morale; (2) job satisfaction; (3) employee retention; (4) less employee time off for appointments or sickness; and (5) fewer distractions.”
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