Feedback AFGE Council 220

Feedback

Thank you for helping us with comments, suggestions, questions, or for taking part in a survey. Return here for postings of selected comments, questions and answers, and survey updates. Please continue to explore our site - and check back.

Zoomerang Survey Results:

Feedback Options:

  • Have questions, suggestions, or comments for our officers or for our web site workers? Contact us...
  • Take part in our current opinion Survey...

    We're now asking about working conditions in our field offices and teleservice centers. Our legislators in Washington DC need to hear what you believe are the most pressing problems in SSA field offices and TSCs. Our goal is to get the right check to the right person on time. Are we successful? Share with us what you want us to share with them: Take the Survey!

Online Survey Update

Results:

  • We're good - offices have enough staff to do the job Congress intended: 0.0% (2008) versus 5% (through 12/07)
  • We're treading water - we meet the goals by letting non-priority items slide: 35.7% (2008) versus 28% (through 12/07)
  • We're drowning - we can't meet customer expectations: 64.3% (2008) versus 48% (through 12/2007)

Comments from Online Survey...

Anonymous comments -

Internet claims we receive from the public are usually a big mess and it takes us three or four times longer to correct them than if we had talked to them initially and filled out the claims for them. There is no prior screening of claimants so we can't discuss with them insured status, working, short term disability, etc which involve follow ups that may or may not be responded to. I'm back to square one trying to call them and explain the claim to them. We're closing out cases for failure to cooperate at a much higher rate than when we had spoken to them in person. The majority of the close outs recontact us when they get their denial letter and we have to start over again. Computers can only help to a certain extent when dealing with the public. They want the human contact which is the most efficient way of helping them. We are becoming further and further behind in our workloads, which snowballs and makes us further behind still.

Shadetree writes -

SSA utilizes gotcha top-down management in lieu of two-way communication & training. Current TSC training glosses-over new material with PowerPoint in lieu of actually covering and reviewing content. TSRs are mandated on each call to make tens of useless click-through selections in CHIP & to read voluminous useless material that interferes with normal conversational discussions that callers expect & demand. This also needlessly extends calls. CHIP is also useless when it could really be of help because new less-familiar topics are never integrated timely; this forces us to read through dozens of confusing & conflicting memos & revisions in such situations.

Sandra comments -

I've never seen such low worker morale, such staffing shortages, and so many funding problems during my 10+ years at SSA.

EOD 073073 opines -

My T2 unit has lost 4 CR's in the last 15 months. That's 1/3 of our unit! NO REPLACEMENTS! Appeals are stacking up, the public complains that they cannot get through on the phones OR fax! This is not the kind of service to the public I hired on to provide.

Zoom-+R