We issued this report to answer specific questions from the Chairman, House of Representatives, Social Security Subcommittee, regarding the Social Security Administration’s (SSA) telework program and its effect on customer service.
Improve Customer Service
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.
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.
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.
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.
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.
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.
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:
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.
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.