Ratcheting up SSA’s customer service will take more funding

Published in RINewsToday on May 1, 2023

Over two months ago, as required by law, Kilolo Kijakazi, Acting Commissioner of Social Security Administration (SSA) released the fiscal year 2023 operating plan to Sen. Patty Murray (D-Wash.), chair of the Senate Appropriations Committee. The report, released on Feb. 10, 2023, details how SSA plans to use its $14.1 billion budget allocation for the year.

Kijakazi wrote in the report’s transmittal letter: “In FY 2023, we will build the foundation for improved services by rebuilding our workforce after ending FY 2022 at our lowest staffing level in over 25 years.”

According to Kijakazi, at the end of Dec. 2022 the initial SSA claims-pending level soared to almost 975,000 cases. This was more than 380,000 cases higher than at the end of FY 2019. “The average initial claims wait time through Dec. 2022 was 206 days compared to 120 days in FY 2019. It will take a multi-year effort and sustained funding to restore our average initial disability claims wait times to pre-pandemic levels,” she says.

While Kijakazi anticipates processing 129,000 or 7% more initial disability claims in FY 2022 (52 weeks), she expects wait times for a disability decision at the initial and appeal levels to increase for a period of time because backlogs will continue to grow while the agency hires and trains new staff.

Although the FY 2022 outlay represents $785 million of the agency’s budget of $13.34 billion, it was less than the $14.8 billion President Joe Biden requested for administration funding. In February 10^th correspondence to the House and Senate Appropriation Committees, Kijakazi stated that while budget increases will cover fixed costs and support staffing in the upcoming fiscal year, “some performance will show improvement in FY 2023, while others will show temporary degradation.”

Conversations regarding SSA’s customer service challenges

In February 28th correspondence to SSA’s Kijakazi, AARP’s Nancy LeaMond, Executive Vice President and Chief Advocacy and Engagement Officer, recognized increased funding was necessary for SSA to address its customer service problems. AARP recognizes that federal funding has not kept pace with increases in operational cost and demands, but the agency “needs to do more to constrain operating costs and increase productivity,” Kijakazi says.

LeaMond called the “expected decline in service troubling, given multiple assurances from SSA that the funding level received would be sufficient to at least maintain the modest customer service improvements made last year.”

“Your operating plan asserts that the already unacceptable average of call wait time of 33 minutes will be longer this year, increasing to 35 minutes, and people trying to call the agency will get a busy signal 15 percent of the time, more than double the rate last year. This is an unacceptable step backward,” wrote LeaMond.

LeaMond says that SSA’s operating plan doesn’t address several customer service areas, especially the challenges of beefing up staff to improve in-person services and reducing wait times and busy rates that the public should expect when calling their local office. She called for more details and when beneficiaries can expect improvements to online services.

“Even more concerning is the fact that the operating plans note that disability-related service improvements are not expected to occur before 2024 fiscal year,” adds Leamond. While the plan provides details about disability claims, and appeal workloads, as well as prioritization of claimants who have been waiting the longest, she calls on SSA to “act more quickly to improve the disability process.”

“The Social Security Administration (“SSA”) has large fixed costs, such as rent on its network of 1200 field offices, and those fixed costs increase every year. SSA’s funding does not come from the general government budget, but rather from Social Security’s accumulated reserve of $2.8 trillion. Yet for over a decade, Congress has restricted SSA from spending the funds necessary for adequate service,” says Nancy Altman, President of Social Security Works (SSW).

Adds Altman, “While Congress this year allowed SSA to spend more, the additional dollars did not even cover all the fixed costs. They certainly did not correct the many years of underfunding. Service will not significantly improve unless Congress allows SSA to spend more of Social Security’s accumulated reserve — at the bare minimum, the $15.5 billion that President Biden has requested — but ideally significantly more.”

Biden budget seeks to fix SSA’s customer service issues

In a blog article penned on March 30, 2023, Kathleen Romig, Director of Social Security and Disability Policy at the Washington, DC-based Center for Budget and Policy Priorities, says that SSA has an opportunity to ratchet up its consumer service impacted by decades of restricted funds by receiving increased funding. “With additional funding in for the coming year, the agency could invest in the staff and technology it needs to better serve the public,” she says.

“Since 2010, SSA’s customer service budget has fallen by 17 percent after inflation, with its staffing falling a commensurate 16 percent – marking the lowest level in 25 years. These cuts happened even as the number of Social Security beneficiaries grew by 12 million, or 22 percent. Being forced to serve millions more people with fewer staff and resources has caused tremendous strain at SSA, and beneficiaries are suffering the consequences,” says Romig.

On March 9^th, Biden released a FY 2024 budget calling for increased appropriations to SSA. According to the Office of Management and Budget (OMB), the president’s budget provides an increase of $1.4 billion (a 10% increase) over the FY 2023 budget to cover salaries, benefits and rent increases. It would also improve customer service at field offices, state disability determination services, and teleservice centers.

Each year, SSA processes more than 6 million retirement, survivors, and Medicare claims, and more than 2 million disability and SSI claims, says OMB, charged with producing the president’s budget. Biden’s budget increase boosts staffing levels from FY 2023, allowing the agency to process about a half a million more disability cases in FY 2024 that were completed in FY 2022, significantly reducing wait times for those decisions.

GOP debt limit bill drastically cuts SSA’s operating budget

Just last week, by a razor thin margin, House Speaker Kevin McCarthy (R-CA)’s Limit, Save, Grow Act of 2023 (H.R. 2811) passed by a partisan vote of 217-215. Four Republicans voted “no”. While this legislation to lift the nation’s debt limit allows the U.S. Treasury to pay the nation’s bills, it has no chance for passage in the Democratic-controlled Senate. However, it will force the president’s team to the negotiation table with Republican House and Senate leadership, hoping it will push compromise on future spending limits.

Failure to increase the debt limit would have catastrophic consequences for the U.S. and global economies, as well as for all Americans, who rely on the federal budget to provide public services. (from Social Security and Medicare to food safety inspection, air traffic control, school nutrition, and environmental.

After the House vote, Alex Lawson, SSW’s Executive Director of Social Security, charged that 217 House Republicans just voted to cut Social Security. “Nearly every Republican in the U.S. House just voted to slash the already inadequate funding of the Social Security Administration (SSA). If this bill becomes law, it will force SSA to close field offices, reduce hours, and lay off thousands of workers. This will make it far harder for Americans to claim the benefits they’ve earned,” warned Lawson. “Cuts to SSA are cuts to Social Security, and we will hold every single one of these members accountable,” he says.

Max Richtman, President and CEO of the Washington, DC-based National Committee to Preserve Social Security and Medicare (NCPSSM) agrees with SSW’s assessment. One day before the vote, he wrote House members to urge them to pass “clean’ debt limit legislation.

“If the spending cuts and other [GOP] legislative changes that are incorporated in this legislation were ever to become law, the negative impact would be felt by virtually every American family in every Congressional District in the country,” wrote Richtman.

According to Richtman, the GOP’s proposed debt limit legislation includes among its provisions a roll-back of ALL discretionary federal spending to Fiscal Year 2022 levels in FY 2024, with growth limited to one prevent annually for the next decade. “This is not a minor trimming of spending that has been portrayed by some, but a dramatic slashing that will have devastating impacts on the Americans who rely on the affected programs for their health and well-being,” says the nationally recognized Social Security advocate.

Reluctance to cut Defense and Veteran Health funding would have at least a 23 percent reduction to all other programs for FY 2024, charges Richtman, this resulting in funding cuts to SSA’s customer service budget.

“Cutting funding by six percent would significantly affect SSA’s ability to serve the public and undermine the Agency’s core-mission – producing longer wait times for benefits and to reach SSA representatives, as well as reduced access to in-person programs, noted Richtman, stressing that face-to-face access with SSA’s employees is critical to those who are elderly and disabled.

SSA calculates that for every $100 million in additional funding cut the federal agency would be forced to lay off an additional 1,000 employees, this equivalent to closing 40 field offices, says Richtman.

Since 1960, Congress has acted 78 separate times to permanently raise, temporarily extend, or revise the definition of the debt limit – 49 times under Republican presidents and 29 times under Democratic presidents, says the U.S. Treasury. Like in the past, this Congress must follow to raise the nation’s debt limit, and is expected to do so.

Ultimately, it is crucial for Biden and McCarthy’s negotiations to hammer out a “clean” debt limits bill that will not cut SSA’s operational funding further which could send the agency’s customer service efforts into a tailspin. It is time for Congress to fix SSA’s operational funding issues once and for all to improve customer service provided to 65 million beneficiaries.

For a copy of SSA’s 2023 Operating Plan go to https://www.ssa.gov/budget/assets/materials/2023/2023OP.pdf.

For a summary of H.R. 2811, Limit, Save, Grow Act of 2023, go to

https://www.govtrack.us/congress/bills/118/hr2811/summary

For a copy of President Biden’s FY 2024 Budget, go to: https://www.whitehouse.gov/omb/briefing-room/2023/03/09/fact-sheet-the-presidents-budget-for-fiscal-year-2024.

Problem Solvers Caucus may be key to re-establishing Committee on Aging

Published in RINewsToday on Jan. 16, 2023

H.R. Res. 583, Reestablishing the Permanent House Select Committee on Aging (HSCoA), chances were growing slim in getting Congressional attention for passage in the final days of the 117^th Congress. Extensive media coverage of the ongoing Ukraine War, the wrap up and issuance of the Jan. 6^th hearing’s report and midterm election coverage kept Congressman David Cicilline’s (D-RI) resolution from getting political traction from being considered by the House Rules Committee for ultimate passage and floor action.

The HSCoA was a permanent select committee of the U.S. House of Representatives between 1974 and 1992. The committee was initially created with the intent not of crafting legislative proposals, but of conducting investigations and holding hearings to put the Congressional spotlight on aging issues. Its purpose was to push for legislation and other action, working with standing committees, through regular committee channels. If H. Res. 583 was passed by the House Rules Committee, it would have brought back the HSCoA. No Senate action was required.

According to the Congressional Research Services, it is a very simple process to create an ad hoc (temporary) select committee by just approving a simple resolution that contains language establishing the committee—giving a purpose, defining membership, and detailing other issues that need to be address. Salaries and expenses of standing committees, special and select, are authorized through the Legislative Branch Appropriations bill.

Taking a Looking Back

Last Congress, Cicilline’s H. Res 583 would reestablish a HSCoA without having legislative jurisdiction, this being no different than when the select committee previously existed. It would be authorized to conduct a continuing comprehensive study and review of aging issues, such as income maintenance, poverty, housing, health (including medical research), welfare, employment, education, recreation, and long-term care. These efforts influenced legislation taken up by standing committees.

H. Res. 583 would authorize the reestablished HSCoA Committee to study the use of all practicable means and methods of encouraging the development of public and private programs and policies which will assist seniors in taking a full part in national life and which will encourage the utilization of the knowledge, skills, special aptitudes, and abilities of seniors to contribute to a better quality of life for all Americans.

It would also allow the HSCoA to develop policies that would encourage the coordination of both governmental and private programs designed to deal with problems of aging and to review any recommendations made by the President or White House Conference on Aging in relation to programs or policies affecting seniors.

Cicilline’s H. Res. 583 drew the support and attention of the Max Richtman, President and CEO of the Washington, DC-based Leadership Council on Aging and a former Staff Director of the Senate Permanent Special Committee on Aging, along with President Nancy Altman of Social Security Works, and Chair of Strengthen Social Security Coalition.

Robert Weiner, former chief of staff of the HSCoA, Tom Spulak, former staff director and General Counsel of the House Rules Committee and Vin Marzullo, a well-known aging advocate in Rhode Island, including this writer were strong advocates for passage of this resolution.

Although H. Res. 583 had strong backing from the aging network, the bill never was endorsed by House Speaker Nancy Pelosi nor considered by the Democratic controlled House Rules Committee As a result, the resolution never reached the House floor for a vote. As a result, the resolution died at the end of the 117^th Congressional session.

The House must reestablish the HSCoA

It is now crucial for Cicilline to reach across the aisle for Republican cosponsors when he reintroduces H. Res. 583 during the new Congress. The need for reestablishing this investigative committee still exists today as when it was first introduced eight years ago.

“America’s seniors have spent a lifetime working hard and moving our country forward and they deserve the financially secure retirement that they worked and paid for. The pandemic disproportionately impacted seniors, and now those with fixed incomes are bearing the burden of inflation and the higher costs food, housing, and other essentials,” says Cicilline.

“I’m extremely proud that we were able to institute a $35 cap on insulin costs and bring down prescription and medical costs for seniors through the Inflation Reduction Act, but there is more work to be done. Reauthorizing the House Permanent Select Committee on Aging will give us the dedicated staff and resources necessary to study and address the issues that affect seniors to make sure they can live the rest of their lives with dignity and security,” adds Cicilline.

“It is vitally important that we ensure Rhode Island seniors have the financial security, access to high quality health care and quality of life they have earned. For this reason, I am proud to support the reestablishment of the HSCoA, and encourage my colleagues on both sides of the aisle make senior citizens’ issues a priority in the 118th Congress,” adds newly elected Congressman Seth Magaziner.

In the article, “Senior’s Need House of Reps to Bring Back Aging Committee,” I previously coauthored with Tom Spulak and Robert Weiner on this statewide news blog last July, provides the rational and reasoning for reestablishing the HSCoA.

Specifically…

“Every day, 12,000 Americans turn 60. By 2030, nearly 75 million people in the U.S.—or 20 percent of the country—will be age 65 or older. As America grows older, the need for support and services provided under programs like Social Security, SSI, Medicare, Medicaid and the Older Americans Act also increases,” and the need for re-establishing the HSCoA becomes even more important.”

“Historically, the HSCoA served as a unique venue that allowed open, bipartisan House debate from various ideological and philosophical perspectives to promote consensus that, in turn, helped facilitate the critical work of the standing committees. Addressing the needs of older Americans in a post-pandemic world will require this type of investigative, legislative oversight, work which can only be advanced and promoted by reestablishing the HSCoA.”

“As Americans are aging, we also face a variety of intergenerational concerns that merit the investigation by the HSCoA, such as growing demands on family caregivers and a burgeoning retirement security crisis.”

“Restoring the HSCoA would provide the House with an opportunity to more fully explore a range of aging issues and innovations that cross Standing Committee jurisdiction of importance to both Republicans and Democrats, while holding field hearings, convening remote hearings, engaging communities and promoting understanding and dialogue.”

“Today, the Senate Permanent Special Committee on Aging is working on everything from scams against seniors to increasing HCBS services, to calling out questionable billing practices by Medicare Advantage insurers. Seniors have been better off over the last 30 years with a Senate Aging Committee in existence — and the Senate investigative committee would benefit from a reestablished HSCoA, whose sole mission would be to look out for older American.”

“Over 30 years ago, working closely with authorizing committees with jurisdiction over aging programs and services, the HSCoA put an end to mandatory retirement. Alzheimer’s became a household word because of its investigative hearings. Legislation was passed to improve the quality of care in the nation’s nursing homes, even creating the nation’s National Institute’s for Health.“

Centralist to play key role in passage

“This is a unique moment in time where centrists from both sides in the House could influence legislative action thru genuine bipartisan collaboration”, said Vin Marzullo, who served 31 years as a career federal civil rights & social justice administrator at the National Service agency. “I am urging our newly elected Congressman, Seth Magaziner, to join with the lead sponsor, Congressman David Cicilline, in the re-introduction of the House Resolution to re-establish HSCoA.

Additionally, I would advise that bipartisan efforts begin by reaching out to Congressmen Brian Fitzpatrick (R-PA and Josh Gottheimer (D-NJ), co-chairs of the “Problems Solvers Caucus,” for their co-sponsorship/support”, added Marzullo. “That could be a pathway for better legislating and governing and Congressman Magaziner stated during the campaign that he’d look for common ground with members on the other side of the aisle. This is it — we need an adult conversation about the Aging of America and how we intend to aid and support our elders, caregivers, and long term care options.”

We’ll see if Cicilline and Magaziner tag-team for a fifth attempt to reestablish the HSCoA. For the sake of improving the quality of life of America’s seniors, House Speaker Kevin McCarthy (R-Calif) must put politics aside and work with a Bi-Partisan Coalition and the Democratic Caucus, to achieve real results for our nation’s older adults.

For details about the House Problem Solvers Caucus, go to https://problemsolverscaucus.house.gov/.

Women 50+ may well control who wins in midterm election, polls say

Published on in RINewsToday on October 17, 2022

Almost three weeks away, and Democrats are scrambling to gear up their get-out-the-vote efforts before the upcoming midterm elections. Can the Democratic party that fights to financially strengthen and expand Social Security, and avoid cuts to funding for Medicare, and put the brakes on skyrocketing prescription costs, count on older woman voters to support their candidates to keep control of Congress?

Maybe not a sure bet, says a newly released AARP poll, “She’s the Difference – Survey of Likely Voters Aged 50 plus,” that finds that while woman aged 50 and older are energized to vote, they are still weighing their options on which party to support.

AARP’s poll findings should cause a concern to Democratic candidates. According to voter file and census data, older woman voters are one of the largest, most reliable group of voters. They make up a little more and then one-quarter (27 percent) of registered voters and cast nearly a third (30 percent) of all ballots in both the 2020 and 2018 elections. In 2020, 83 percent of registered women voters in this age group turned and in 2018, the last midterm election, they were 15 percent more likely to vote than the population at large.

“As the largest bloc of swing voters heading into the midterms, women voters 50+ can make the difference in 2022 and decide the balance of power in Congress and state houses across the country,” said Nancy LeaMond, AARP Executive Vice President and Chief Advocacy and Engagement Officer, in a statement releasing the 18-page poll results Oct. 4, 2022.

AARP commissioned the bipartisan polling team of Lake Research Partners, GBAO Strategies, Echelon Insights and Bellwether Research & Consulting to conduct a national survey of voters aged 50 and over.

“The biggest bloc of swing voters for both parties is women over 50 who are still undecided, frustrated that candidates are not in touch with their lives, and looking to hear that elected officials will protect Social Security from cuts,” said Celinda Lake, founder and president, Lake Research Partners.

“Increasingly, it isn’t just that voters of different parties that want different solutions to problems – they don’t even agree on what the biggest problem is. But a few issues, like concerns about political division and the future of Social Security and Medicare, do cross party lines with women over 50,” added Kristin Soltis Anderson, founding partner, Echelon Insights.

“Neither party can say they have “won” the votes of women over 50 yet. Older women are evenly divided on the generic ballot and two-in-five say they will make their final decision in the remaining weeks. They will be watching messaging on Social Security, and many will be focused on threats to democracy and gun violence, while others will more closely track inflation and rising prices,” says Christine Matthews, president, Bellwether Research.

A Warning to Congressional Candidates

Researchers found that an overwhelming majority of older women voters say they will vote on Nov. 8th, (94 percent), however 51 percent of this swing voter group has still not made up their mind as to which candidates to support. Among these voters in a generic congressional ballot, Republican and Democrat candidates are tied, notes the poll’s findings.

The poll findings indicate that Latinas and Asian American and Pacific Islander (AAPI) women voters 50 and over are more undecided on who they will vote cast their vote for, with 77 percent of Latinas and 68 percent of AAPI women saying they have not made up their minds yet.

Reflecting other polls on senior support of Social Security, AARP’s poll found that women voters 50 and over are unified in their support for protecting Social Security from budgetary cuts, with three-quarters saying that this would personally help them a lot. However, half of the respondents think that the economy is not working for them.

Additionally, two-thirds (66 percent) of women aged 50 and over say they are cutting down on non-essential purchases, four in 10 (41 percent) have cut back on essentials and 40 percent are saving less as ways to financially survive the increased costs of living.

The poll findings report that specific actions that would help older women the most financially include lowering the cost of food (66 percent), lowering the cost of gas (58percent), lowering the cost of health care (57 percent), and expanding Medicare to cover dental and vision (57percent).

Over 80 percent of women voters rate their motivation to vote on Nov. 8th at a 10 on a 0 to10 scale, with economic and social issues being key issues for them. The tops issues for Republican women aged 50 and over include: inflation and rising prices (60 percent); crime (51 percent); immigration (49 percent); and election security (49 percent). On the other hand, Democratic women aged 50 and over say voting rights (63 percent) and threats to democracy (62 percent) are their top concerns, followed by gun violence (54 percent) and abortion (54 percent).

Independent women aged 50 and over rank division in the country (46 percent), voting rights (43 percent), threats to democracy (42percent), and inflation and rising prices (41 percent) as their biggest concerns.

AARP’s survey also found that older women voters are unimpressed with the job elected officials have done on “understanding the everyday challenges of people like me,” with three-quarters (75 percent) saying they have done just a fair (32 percent) or poor (43 percent) job.

“Social Security may be a consensus issue with women 50+, yet among Democrats, threats to democracy and voting rights are very much top tier. And across all groups of women 50+, “jobs” are bottom tier. That’s not surprising given not many women have said they have gone back to work or taken on extra shifts in order to make ends meet,” said Margie Omero, principal at GBAO.

A Final Note…

As early voting begins, “Roll Call” notes that there are 81 House races listed as competitive, meaning they are rated as Toss-up, Tilt, Lean, or Likely. Ten Senate seats are considered Leaning or Toss-Up, says the Cook Political Report. With these numbers Democrat and Republican candidates should heed the results of AARP’s poll reporting the older woman voters remain uncommitted to supporting candidates before the upcoming mid-term elections. With weeks to go, how do you bring them back into the fold?

Whoever takes control of Congress on Nov. 8th, House Speaker Nancy Pelosi has scheduled 17 days between the election until Dec. 15, 2022, to finish business before the closing of the 117^th Congressional session. During this time frame, if the House Democrats lose control Pelosi has an opportunity to set a Democratic policy agenda before the next Congress. She might consider allowing markup and a floor vote on Congressman Larson’s H.R. 5723, Social Security 2100: A Sacred Trust Act. This landmark legislation would strengthen and expand Social Security. Even with President Joe Biden and 202 Democratic House lawmakers calling for a House vote, it was pulled from markup, reportedly over cost concerns. Passage of this bill would set the stage for the Democrats becoming the protectors of Social Security if the GOP considers making cuts to the program, raising the eligibility age or privatizing the program.

At press time, the Democratic House Speaker has also not allowed a vote in the House Rules Committee on Rhode Island Congressman David Cicilline’s H.R. 583, Reestablishing the House Select Committee on Aging (HSCoA) in the House Rules Committee. Passage in this Committee would almost ensure passage on the House floor with Pelosi’s support. Cicilline’s resolution would bring back this investigative committee that put the spotlight on House aging policies over 30 years ago, but was eliminated in 1994. It’s a winning policy issue for America’s seniors and this group has traditionally been the highest turnout age group in previous elections.

If the GOP takes control of the House and Senate, it sets the legislative agenda for these two legislative chambers during 118^th Congress. For the next two years Democrats will not be able to move legislation to the House and Senate floors that improve the financial health and expansion of Social Security benefits or to bring back the HSCoA. Congressional Democrats, the National Committee to Preserve Social Security and Medicare, Social Security Works, and other aging advocacy groups, would be put in the defensive position to defend Social Security, Medicare, and other federal programs that enhance the quality of life of America’s seniors.

According to AARP, the national survey (“She’s the Difference…”) was fielded by phone and online between Sept. 6 and Sept. 13, 2022, using landline, cell and text to web data collection. The final survey included interviews with 800 women voters aged 50 and over who are likely to vote in 2022, with oversamples of 100 Black, 100 Hispanic/Latina English speaking, 100 Hispanic/Latina Spanish speaking, and 100 Asian American and Pacific Islander women voters aged 50 and over. Weighting resulted in an effective sample size of 800 likely women voters aged 50 and over with a margin of error of +/- 3.5percent.

To view the full poll findings, go to https://www.aarp.org/content/dam/aarp/research/surveys_statistics/politics/2022/shes-the-difference-likely-voters-50-plus-survey-october-2022-polling-memo.doi.10.26419-2Fres.00570.003.pdf.

For further information, contact Rachelle L. Cummins, Research Director at AARP, go to Research at rcummins@aarp.com, research@aarp.org.

Herb Weiss, LRI’12, a Pawtucket writer covering aging, health care and medical issues. To purchase his books, Taking Charge: Collected Stories on Aging Boldly, and a sequel, go to herbweiss.com