The Science of Aging Well: How Your Beliefs Affect Your Health
Editor’s Note: The Social Security Administration was not immune to COVID-19. Like every other aspect of life that changed with the pandemic, the SSA needed to pivot in order to serve the public. While this was a daunting task, the organization transitioned into an almost entirely remote workforce over the span of a few days.
Technology & Access
Prior to the pandemic, the SSA was already working to improve the technological aspects of the organization. The pandemic simply put this plan into overdrive, speeding up efforts to be more efficient and productive for the claimants.
First, the they created an updated mySSA portal. This allows individuals to independently access their Social Security records. Beyond simple access, you can check the status of your claim, look at your general account, and request a digital copy of your SSA file. This is a massive update since obtaining your SSA file was difficult, if not impossible, in some scenarios in the past. This account is particularly helpful for those unrepresented for a Social Security Disability Insurance claim, as it allows you to verify that your file has all of the documents needed.
Second, new “Social Security Statements” were recently introduced. These statements (available through mySSA portal) provide quick information on topics such as disability, Medicare, retirement, survivor benefit eligibility, and earnings records. There is also a visual aid to show what your benefit would be if you retired at different ages. Providing this important information in a format you can readily access and easily understand should reduce a significant amount of SSA staff hours used to provide this information in the past.
Third, the telephone system will be overhauled. Currently, there are long waits on the SSA call line because field offices are closed. SSA projects more automation will increase efficiency. While we do not have any concrete details, we are aware that the new system is in process.
Fourth, the SSA authorized e-signatures and electronic representation forms. Now, e-signatures can be submitted; however, the SSA must verify the individual wanted the representation. Mail problems were evident at the SSA prior to the pandemic, so eliminating this slow process and allowing e-signatures significantly decreases the burden on SSDI claimants and representatives. This change was approved only temporarily, but the success of the program could help it transition into a permanent solution.
Flexibility
Since all the SSA field offices are closed, they needed a solution for how to conduct hearings. Optional telephonic hearings were quickly implemented. This is a great option for individuals who live in remote areas or people who have difficulty walking. Video hearings, using Microsoft Teams, were also implemented, allowing the judge, the claimant, and the attorney to meet “face-to-face.”
In the near future, these alternative formats for hearings will remain. It would not be surprising if the SSA allowed optional virtual hearings indefinitely. Put simply, the SSA wants to adjudicate as many claims as they can as quickly as possible. If individuals desire a telephone or video hearing, the wait time could be significantly decreased. But if an individual wants an in-person hearing, there is no timetable for resumption yet.
Conclusion
COVID-19 has been very difficult for everyone. There are silver linings at the SSA that can at least ease some burden for individuals attempting to obtain their SSA benefits. These changes have brought new optimism at the SSA and, hopefully, this positive progress can continue.
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