Tag Archives for COVID-19

Social Security learns from remote experience, plans field office openings

Published on December 13, 2021 in RINewsToday

On March 17, 2020, as the COVID-19 pandemic rapidly spread throughout the nation, the Social Security Administration  (SSA) issued a press release announcing that its offices would only offer phone service and online services.

However, in-person appointments at SSA were scheduled for critical issues, specifically for those who were without food, medicine, shelter, or those needing to apply for benefits or to reinstate them. This decision allowed SSA to provide critical services while protecting its employees and older beneficiaries, many with underlying medial conditions. 

Congress Expresses Concern Over Closing of SSA Field Offices  

Almost four months later, House Ways and Means Social Security Subcommittee chairperson John B. Larson (D-CT) and Republican Leader Tom Reed (R-NY) sent two letters to the SSA Inspector General Gail S. Ennis asking for a review of SSA’s telephone service during the COVID-19 pandemic and SSA’s process for obtaining medical evidence for disability claims.

The correspondence to SSA’s Office of Inspector General (OIG) noted that as the COVID-19 pandemic continues, beneficiaries are relying on their Social Security now more than ever. Except in dire need, beneficiaries are unable to access in-person services and are relying instead on telephone services.

Members of Congress warned that beneficiaries, especially those from vulnerable populations who lack internet connection especially in rural areas or don’t have a reliable phone number or mailing addresses, are struggling to gain access SSA while field offices are closed.

“As highlighted in the OIG’s recent report, even before the current crisis the pubic relied heavily in SSA’s telephone services, but often could not access timely information or assistance. In fiscal year 2019, SSA’s national 1-800 number and field  offices received over 143 million calls – but handled fewer than to 3 of these calls. Callers who did not get a busy signal or give up while on hold waited to speak with an SSA employee for an average of 20 minutes on the 1-800 number and three minutes at field offices.

In addition, SSA requests millions of medical records each year from health care facilities and health professionals across the country to obtain evidence of an individual’s medical condition. The medical records request is an important part of the disability process, but the most recent report on this topic from the OIG is from 2001 and does not reflect changes to the process over the past nearly 20 years.

“Social Security benefits are earned by hard-working Americans, and we must do everything we can to ensure people are receiving the quality customer service they deserve.  These reports will provide important information to make sure Americans are receiving the service they expect and deserve from SSA,” said Larson and Reed.

SSA Responds to the Closing of Field Offices 

Almost two weeks ago, Ennis released a 58-page Congressional Response report, “The Social Security Telephone Service Performance,” detailing the impact on the closing of about 1,300 field offices.

The OIG found that in FY 2020, SSA received over 150 million calls, more than any other federal agency surveyed, and handled over half of those calls. Calls to field offices increased dramatically, from an average of 4.6 million calls per month leading up to the COVID-19 pandemic to an average of 7.5 million calls per month from April to Sept. 2020.

According to the OIG’s report, SSA’s telephone services shifted to more calls to field offices in FY 2020 when the agency closed its offices and provided the public with more field office telephone numbers. The increase in field office calls resulted in increased busy messages and wait-times toward the end of FY 2020. During the pandemic, SSA adjusted national 800 number operations to reduce wait times and the number of callers who received a busy message. National 800 number performance began to decline toward the end of the fiscal year, though it was still better then pre-pandemic performance.

When comparing SSA to 13 customer service call centers from 10 other federal agencies, SSA had a higher call volume in FY 2020 with similar or better performance.

To reduce wait times, improve caller experience, and ensure more calls are handled SSA hired additional 800-number staff, modified automated service options, and plans to implement a new telephone system.

“This [IOG] report highlights that SSA’s telephone services are vital to the American public. While I applaud the hard work of SSA employees, especially during the pandemic, the report also highlights actions that SSA is taking to reduce telephone wait times, handle more calls and improve caller experience, said Larson, noting that SSA will need more funding to do so and that is why he is supporting House Appropriations and Chair DeLauro’s proposal to give SSA an additional $1.1 billion in FY 2022.

Adds Reed, “This report provides clear evidence that with determined agency leadership and the hard work of dedicated staff, the SSA was able to respond to the largest management crisis in its history. With the almost 65 percent increase in phone calls during the pandemic the report also demonstrates the public’s clear and continued demand for access to the SSA’s vital services.” 

Opening the Doors

According to newly released 19-page SSA reentry plan, after more than 18 months working from home, senior SSA leadership are beginning to return to their offices, in early December. Employees are scheduled to return to their desks by Jan. 3. Along with in-person appointments, the agency will now also embrace telework. 

The agency will lift its current “work from home by quarantine” policy starting Jan. 2, at which point related collective bargaining agreements and pandemic policies will end as well. Reentry dates could change with the spread of the delta and omicron variant.

“We will use the evaluation period to develop, assess, and, if necessary, adjust any personnel or operational policies to provide public service and accomplish our mission as well as or better than, before the pandemic,” the SSA reentry plan reads. “Each [deputy commissioner] will evaluate their operations to identify ways to improve service, hire and retain the best employees and to operate efficiently including the consideration of potential space savings resulting from increased telework and information technology improvements.”

Over the next six months, the agency will review metrics on customer satisfaction, employee experience, service availability, workload, and environmental considerations.

“Throughout the pandemic, Social Security has helped many people through in-person appointments for certain situations in local offices nationwide and through options like online, telephone and video service,” Nicole Tiggemann, an SSA spokeswoman, said in an email to AARP, reported by Writer John Waggoner in his Nov. 11 blog posting, “Social Security Takes Steps to Reopen Field Offices.

“We know that those options do not work for everyone, says Tiggemann. “In order to improve service, especially for people who have had difficulty reaching us during the pandemic, Social Security will begin implementing the reentry process agencywide as soon as possible, including taking steps to increase in-person accessibility,” she said.

AARP applauds a return to normalcy at SSA. “Obviously, from our point of view, we’d like to see those offices open and staffed as soon as possible,” says Joel Eskovitz, director of Social Security and Savings at the AARP Public Policy Institute,” in Waggoner’s blog posting.

With Thanksgiving approaching, beat the Holiday Blues

Published on November 22, 2021 in RINewsToday

Just a year ago, the coronavirus (COVID-19) pandemic transformed the way we celebrated the traditional Thanksgiving dinner. Normally a personal gathering day with family and close friends, the cooler weather pushed people inside where the virus more easily spreads, forcing families to meet on Zoom for turkey dinner and catching up.

Today, COVID-19 vaccines have made it safer to bring families together to this annual holiday gathering. With the nation’s borders now open and 195 million Americans fully vaccinated and new travel guidelines in place, AAA predicts more than 53.4 million people are expected to travel to reunite with their loved ones, the highest single-year increase since 2005.

But like previous Thanksgiving celebrations, not every family gathering will be as serene as the one portrayed in Noman Rockwell’s iconic Freedom from Want painting that appeared in the March 6, 1943 issue of the Saturday Evening Post. Thoughts of attending the upcoming gathering might just tear open psychological wounds and bring to the surface bad memories, triggering stress, tension, and even depression.

Increased family demands and obligations that begin before Thanksgiving and continue through Christmas, and finally New Year’s Eve, can bring about the holiday blues, sad feelings specific to the holiday season. While there is no formal diagnosis of the holiday blues, these feelings are quite real for some people. Usually, it is felt by people who are going through the first holiday after a loss of a significant person in their life or a bad childhood memory from past the holidays. 

Holiday stresses brought about by last minute shopping for gifts, baking and cooking, cleaning and hosting parties, and even having unrealistic expectations can trigger depression. It can also bring about a feeling of malaise, tiredness, headaches, excessive drinking and overeating and even difficulty in sleeping.

COVID-19 and the Holiday Blues

At the beginning of the COVID-19 pandemic there was less stress because people were not doing face-to-face gatherings, says Elaine Rodino, Ph.D., psychologist in private practice for over 41 years in California and Pennsylvania. “But it still came up because they were worried about Uncle Morrie showing up on Zoom,” she says.

The COVID-19 pandemic is overshadowing this year’s holiday season yet again, says Rodino, who is former president of the American Psychological Associations’ Division 46 (Society for Media Psychology & Technology), and Division 42 (Psychologists in Independent Practice), the Los Angles County Association, and the Central Pennsylvania Psychological Association.

“There’s plenty of mitigating news this year about inflation and how prices are higher on almost all items including Thanksgiving Day dinner. People having financial issues this year can let themselves feel better by realizing that they are not alone. Many people are suffering economically through no fault of their own,” Rodino says.

“We’ve been experiencing many new ways of having to think about things,” adds Rodino, urging people to “be flexible and find new ways to enjoy life with less dependence on material things.”

According to Rodino, preplanning your visit can be the best way to reduce holiday blues. “Give thought to what you’re expecting and determine if your expectations are valid or just wishful thinking. Then decide to literally “make the best of it” by focusing on the good things and the good reasons why you’re making this visit,” she advises.

Putting the Kibosh on Hot Topics at Dinner

What can you do to steer away from heated political debates or sensitive issues including “why aren’t you vaccinated?”

Stressful situations at Thanksgiving gatherings can be reduced if you give thought to what to expect in visiting with your relatives. “Plan ahead on how you’re going to avoid being taken down a rabbit hole of controversy. How are you are going to pivot away from conversations when you see them going in a dangerous direction?”  

Rodino adds, “Remember who they are and how they think. Since it’s only a limited time visit, try to remain neutral. Don’t try to change anyone’s thinking. Things usually go badly when people try to convince others to think the way they do. That never goes well.”

You can plan ahead about how you will handle these conversations. “Do not fight!  There will be no winner. Talk about sports, the weather (not climate change), how delicious the food is, even how cute the dog is,” recommends Rodino.

“It’s best to accept that everyone has their own opinions (even if some seem very bizarre). Just think to yourself that you will soon be going back to your own home. You do not need to try to convince anyone about anything,” adds Rodino.

“When feeling stress, it’s important to realize that it’s time limited. Take care of yourself, whether it’s exercising, taking a warm bath, or just taking a break and reading a book. “There needs to be just some time that you just check out from the holiday stress part,” she says.

The holiday blues should begin to fade away by the first couple of weeks in January, notes Rodino. “So, if people are still feeling that, like say the second, third week of January, then they really should talk with a psychologist, because there could be issues that really need to be sorted out and processed,” she says.

With the ongoing pandemic we need to create new ways of doing things, says Rodino, noting that “People need to become creative and think up new ways to celebrate.”

As to compiling other strategies to cope with the holiday blues, Rodino suggests Googling ideas for surviving the pandemic holidays. “There’s something there for everyone,” she says.

Depression and Suicidal Thoughts

During this time of year, some may even feel a little depressed or have suicidal thoughts. Losses of all types can weigh heavily on anyone, but loss from COVID-19 has tragically impacted on so many and we can now add the pandemic to the challenges many face along with unemployment, experiencing painful chronic illnesses, or just feeling isolated from others. Sometimes, you aren’t ready for professional help from a doctor or mental health professional. Sometimes, you just need someone to talk to.

Think about calling The Samaritans of Rhode Island – where trained volunteers “are there to listen.” Incorporated in 1977, the Pawtucket-based nonprofit program is dedicated to listening to those in need through its nonjudgment befriending hotline/listening line program serving all of the state’s 39 cities and towns.

Executive Director, Denise Panichas, of the Rhode Island branch, notes that the communication-based program teaches volunteers to effectively listen to people no matter the caller’s issues or status. “You don’t need insurance, you don’t need to be in crisis, you don’t need to be in professional care, you don’t need a diagnosis to call. Most importantly, conversations are free, confidential and anonymous.

And, Panichas notes, for those in professional care, Samaritan volunteers can  be there to listen when family, friends and professionals are not available.

Panichas noted The Samaritans of Rhode Island Listening Line is also a much-needed resources for caregivers and older Rhode Islanders. Caregiving is both rewarding but most caregivers don’t want to talk about the stress to family and friends. Caregivers don’t want to be a bother to anyone. Caregivers need to know, however, that they are never a bother to our Listening line volunteers.

This year, The Samaritans partnered with Rhode Island Meals on Wheels to share information about the availability of the Listening Line services to homebound seniors. Family members are encouraged to share The Samaritans telephone number with seniors who are family members living alone, or even for those seniors living in facilities – most have private phones and they can call, too.

The Samaritans of Rhode Island can be the gateway to care or a “compassionate nonjudgmental voice on the other end of the line,” Panichas notes. “It doesn’t matter what your problem is, be it depression, suicidal thoughts, seeking resources for mental health services in the community, or being lonely or just needing to talk, our volunteers are there to listen.”

Suicide prevention education is still a very important feature of the agency’s mission. For persons in need of more information about suicide emergencies, The Samaritans website, http://www.samaritansri.org, has an emergency checklist as well as information by city and town including Blackstone Valley communities from Pawtucket to Woonsocket.

Holiday giving to financially support the programs of The Samaritans of Rhode Island is always welcomed. Donations can be made online at its website or by mail to: The Samaritans of Rhode Island, P.O. Box 9086, Providence Rhode Island 02940.

Emergency? Call 911. Need to talk? Call a volunteer at The Samaritans. Call 401.272.4044 or toll free in RI (1-800) 365-4044.

Use ARPA Funds to Make Rhode Island “Age Friendly”

Published on the November 1, 2021 in RINewsToday

With the first public hearing cancelled because of Wednesday’s nor’easter on Oct. 26, Gov. Dan McKee and Lt. Gov Sabina Matos, along with Commerce Director Stefan Pryor and their staff, came to Warren’s Hope & Main to kick off the second public hearing to gather comments about the recently released “Rhode Island 2030: Charting a Course for the Future of the Ocean State.”  The 55-page “working” paper studied and analyzed options for spending the funds authorized by the American Rescue Plan Act (ARPA).

Over 50 people came to Warren to give their suggestions as to how the COVID-19 federal dollars should be spent. Problems to address included: lack of affordable housing, the growing homeless program, recovering from the pandemic and rebuilding the state’s economy, and creating an age-friendly state.  

During his testimony, West Warwick resident Vincent Marzullo advised McKee and Matos not to forget Rhode Island’s increasing aging population. According to Marzullo, for the first time in recorded history, there are more people over the age of 64 in the world than children under five. In Rhode Island, over 31 percent of residents are age 55 or older, and by 2030 one-quarter of our population will be over 65. 

While many of the Rhode Island’s 2030 report’s draft recommendations, as well as suggestions from the RI Foundation and AFL-CIO, are worthy, “what is obvious in the current draft is the lack of specific attention, focus and strategy needed to get to an age-friendly designation, said Marzullo, a well-known aging advocate who served as a federal civil rights and social justice Director in Rhode Island for the Corporation for National & Community Service.

“Don’t we now have an obligation to insure better healthcare, safety, housing, livability, caregiving, etc. for this aging population?” Marzullo asked.  

One way for Rhode Island to accomplish this is to join the AARP Age-Friendly Network of States and Communities, which defines eight interconnected domains that can help to identify and address barriers to the well-being and participation of older people. 

State Director Catherine Taylor says that AARP Rhode Island has been working toward making Rhode Island age-friendly for most of the past three years and in a letter back in mid-July urged the governor and state leaders to use ARPA to accelerate AARP’s effort.  

“We are on the cusp of an opportunity to improve livability dramatically,” adds Taylor. “AARP Rhode Island has urged Governor McKee and state leaders to designate a substantial portion of the $1.8 billion in federal ARPA funds to areas that contribute to further development of age-friendly cities and towns — prioritizing healthcare, housing, public transportation, and the long-term services and supports that are essential to older Rhode Islanders,” she says.

The defined domains of AARP Age-Friendly cities are: Outdoor Spaces and Buildings (people need public places to gather — indoors and out); Transportation (driving shouldn’t be the only way to get around); Housing; Social Participation; Respect and Social Inclusion; Work and Civic Engagement; Communication; and Information and Community and Health Services.

Eight other states have obtained “Age-Friendly” status in collaboration with AARP and The World Health Organization (WHO).  

“Well-designed, livable communities promote well-being, sustain economic growth, and make for happier, healthier residents — of all ages,” said Taylor. “That is why AARP has guided Newport, Cranston, Providence and, most recently, Westerly into membership in the AARP Network of Age-Friendly States and Communities. While we are in discussion with other towns and cities who have shown interest, it has been our goal for some time to see that the State of Rhode Island also joins,” she says.

“A key benefit of the Network is the abundance information and support that membership provides. State leaders would have access to global resources on age-friendly best practices, models of assessment and implementation, and the experiences of other states, cities and towns around the world,” notes Taylor.

“The Network helps participating communities become great places for people of all ages by adopting features such as safe, walkable streets; better housing and transportation options; access to key services; and opportunities for residents to participate in civic and community activities. We believe that Rhode Islanders of all ages prefer living in an age-friendly environment. Many, especially older people, are eager to be involved in the process,” adds Taylor.

Marzullo urged McKee to issue an Executive Order, charging the Lt. Governor to convene representatives from the aging community to design and develop an operational plan for Rhode Island to be designed as an “Age Friendly State.”  The groups should include AARP, Age Friendly RI (RIC), the Long-Term Care Coordinating Council (LTCCC), RI Office of Healthy Aging, United Way RI, RI Senior Center Directors Association, RI Elder Info, Senior Agenda Coalition/RI & the RI Commission on National & Community Service (RIDE). 

Creating a Well-Designed Livable Community for Seniors

Maureen Maigret, policy consultant and chair of the Aging in Community Subcommittee of Rhode Island’s Long-Term Care Coordinating Council, notes that the Subcommittee has worked successfully to address “age friendly” domains for several years and that Rhode Island’s 2023 State Plan on Aging also calls for the state to be designated as ‘Age Friendly’ and to work with its partners to promote livable communities for all ages.

“While a formal state commitment through an Executive Order has not happened a number of state agencies such as Environmental Management have been working to embrace age-friendly principles in their work, says Maigret, noting our Rhode Island municipalities have made a commitment to make their communities age-friendly.

In a Sept. 23 Providence Journal op-ed, Maigret called for making Rhode Island age-friendly, recommending that the General Assembly invest in the state’s growing older population. “Knowing that 50-70% of older persons will need some type of long-term services as they age, our most important immediate challenge is to stabilize the paid workforce that helps with the supports needed to remain living at home and to ensure we provide quality congregate care,” says Maigret. 

“We must take immediate steps to secure competitive, living wages for our direct care workers who assist with these tasks and to provide more supportive services for our hundreds of unpaid caregivers who care for loved ones, adds Maigret.  “By looking ahead to 2030, it makes sense to direct a small portion of the federal ARPA funds to communities to both enhance the work of our local senior centers and local Villages and volunteer programs as well as to initiate other age-friendly effort,” she says. 

Maigret calls on Rhode Island’s 39 Cities and Towns to use some of the significant ARPA funds to complement any state funds coming their way for such activities. But for now, stabilizing the long-term care workforce is critical.

A Final Thought…

“The COVID pandemic demonstrated the vulnerability and inequities within both our communities of color and older adults.  In formulating policy and budget investments for the future, Rhode Island has a unique opportunity to promote a statewide “Age Friendly” environment and incorporate the principles of a “beloved community” – a prescription for a healthy society,” says Jim Vincent, President of NAACP’s Providence Branch.

Vincent calls on the Governor and Lt. Governor to give serious attention to not only rebooting our economy, but to strengthening our social fabric and public education to foster a more equitable and civil society. 

Make your voices heard. Now is the time for creative ideas and reactions to the McKee-Matos’ Rhode Island 2030 draft report, which is why they are holding public input sessions. Please take the time to be an advocate for seniors in Rhode Island – and for other causes and issues that are important to you.

Public input sessions will be held at 5 p.m. on the following dates:

Tuesday, Nov. 2 at the Community College of Rhode Island, Warwick

Thursday, Nov. 4 at Innovate Newport (513 Broadway, Newport)

Tuesday, Nov. 9 at United Theatre (5 Canal Street, Westerly)

You can also submit your feedback, online, at www.RI2030.com

For a copy of the McKee-Matos working paper, go to https://ri2030.com/_files/public/RI%202030_final.pdf.

For details about AARP Livable Communities Network (age-friendly communities, to to https://www.aarp.org/livable-communities/network-age-friendly-communities/.