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By: FEDweek StaffThe inspector general at the SSA has fingered understaffing as the primary reason behind under-performance of hearing offices in two regions, although various concerns about management also were cited.
The IG examined two regions with low rankings in terms of average processing times–Atlanta, which supports 37 hearing offices, and New York, which supports 16. It found that both “had below-average staffing levels, low morale, and issues with telework, claimant representatives, and the quality of the support staff’s work.”
“The top factor cited for increased processing time was insufficient support staff, with 64 of 96 hearing office interviewees identifying it as a negative factor. They stated insufficient support staff led to increased workloads, increased pressure on existing support staff, lower quality of work and neglect of some duties, low morale, and high staff turnover,” the report said.
In addition, in the Atlanta region, “an insufficient number of decision writers and information technology problems were negative factors,” while those in the New York region blamed “micromanagement, excessive time and oversight devoted to minor issues, goals not agreeing with real capabilities, negative messaging/tone, and frequent changes implemented with little notice or input.”
“The New York regional office generally agreed with our findings but explained that a few offices require closer regional level oversight for a variety of reasons, including inexperienced or under-performing managers, failure to follow established policy and procedures, and employee conduct or performance matters. Some interviewees in the Atlanta region cited similar issues with their regional office, though the feedback was more mixed,” the IG said.
The IG said it did not make recommendations because the SSA is still addressing issues including staffing and telework raised in prior reports.
