Currently Being Destroyed - Claims Representative Social Security Administration Employee Review

Currently, the administration is frequently implementing changing rules regarding how work must be completed. Because most staff are generalists, work often takes longer, particularly when programming issues arise, which occurs with many claims. The systems used are outdated and require staff to reference multiple databases while simultaneously interviewing claimants and entering claim information. This process is time-consuming and complicated. Staff are regularly required to switch between answering phones, processing new claims, and returning to phones again, while still being expected to complete previously started claims that require additional work. There is no longer designated time to finish this work. In the past, employees were given a full day or half day every two or three weeks to focus on paperwork. Currently, the only way to keep work under control is often by working overtime. Throughout the day, management frequently sends instant messages and emails requesting updates or directing staff to shift their focus to different tasks. Additionally, staff are often unable to take time off for medical reasons due to ongoing staffing shortages.