Improve Customer Service

Audit By Issue Slug: 
improve-customer-service

Emmaus Homes, a Fee-For-Service Representative Payee for the Social Security Administration

Date: 
Monday, April 17, 2017
Management Issue: 

We issued this report to determine whether Emmaus Homes (1) had effective safeguards over the receipt and disbursement of Social Security benefits, (2) used and accounted for Social Security benefits in accordance with Social Security Administration (SSA) policies and procedures, and (3) adequately protected beneficiaries’ personally identifiable information.

Date: 
Mon, 04/17/2017

The Social Security Administration’s National Remittance Process

Date: 
Tuesday, March 14, 2017
Management Issue: 

SSA receives remittances for a variety of reasons, but the majority are to repay overpaid benefits. Remittances primarily consist of checks/money orders and credit card charges. SSA also receives a small number of cash payments. SSA’s Remittance and Accounting Unit (RAU) in the Mid-Atlantic Program Service Center is primarily responsible for processing remittances. However, SSA’s field offices, teleservice centers, and Office of International Operations also process some remittances.

Date: 
Tue, 03/14/2017

Individual Representative Payees Who Do Not Have a Social Security Number in the Social Security Administration's Payment Records

Date: 
Friday, February 17, 2017
Management Issue: 

We issued this report to determine whether the Social Security Administration (SSA) had adequate controls to ensure it recorded individual representative payees’ Social Security numbers (SSN) in its payment records.

Date: 
Fri, 02/17/2017

Active Representative Payees Who Are Not in the Social Security Administration’s Electronic Representative Payee System

Date: 
Wednesday, February 15, 2017
Management Issue: 

We issued this report to determine whether the Social Security Administration (SSA) had adequate controls to ensure it did not make payments to representative payees who were not in its electronic representative payee system (eRPS) as required.

Date: 
Wed, 02/15/2017

Supplemental Security Income Disability Applications Pending Longer Than 1 Year at the Social Security Administration

Date: 
Tuesday, February 14, 2017
Management Issue: 

Prior reviews identified individuals who applied for Supplemental Security Income (SSI) disability payments, but the Social Security Administration (SSA) field office had not completed processing the claims for longer than 1 year. Generally, SSA processes SSI initial claims in 3 to 4 months.

We conducted this review to determine whether SSI disability applications were pending longer than 1 year at SSA.

Date: 
Tue, 02/14/2017

Disabled Beneficiaries Receiving Direct Payments Who Previously Had a Representative Payee

Date: 
Monday, December 12, 2016
Management Issue: 

We issued this report to determine whether the Social Security Administration (SSA) had adequate controls to ensure it made capability determinations for disabled beneficiaries who previously had a representative payee.

SSA appoints representative payees to receive and manage the payments of those beneficiaries who cannot manage or direct the management of their own benefits because of their youth or mental and/or physical impairments.

Date: 
Mon, 12/12/2016

Customer Waiting Times in the Social Security Administration's Field Offices

Date: 
Monday, December 5, 2016
Management Issue: 

We are issuing this report to provide information about customer wait times at the Social Security Administration’s (SSA) field offices.

SSA administers its programs and services through a network of approximately 1,220 field offices in 10 regions that serve the public throughout the United States and its territories. Field offices are SSA’s primary point of face-to-face contact with the public.

See the full report and summary at the links below:

Date: 
Mon, 12/05/2016

Social Security Benefits Paid Before and After an Individual’s Death

Date: 
Wednesday, September 14, 2016
Management Issue: 

 Individuals must meet specific criteria to qualify for Social Security benefits. Qualifications for Old-Age, Survivors and Disability Insurance (OASDI) benefits include age, insured status, relationship, lawful presence, and disability. Supplemental Security Income (SSI) has some of the same requirements but also includes household living arrangements, income, and resource limits.

Date: 
Wed, 09/14/2016

Beneficiaries Serving as Representative Payees Who Have a Representative Payee

Date: 
Wednesday, August 10, 2016
Management Issue: 

SSA selects representative payees when it would serve the beneficiaries’ interests. Beneficiaries whom SSA has determined are incapable of managing their own benefits may not serve as a representative payee for other beneficiaries.

Date: 
Wed, 08/10/2016

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