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A Perspective on Social Security’s Customer Service

Much has been written over the past few months and years about public perspectives on the quality of Social Security’s customer service practices. Much of it has been negative, citing the painful wait times associated with the 800-number service, the variations in answers to questions, and in some cases the inaccuracy of the answers given to basic and advanced questions. Is it fair to excoriate the Agency’s frontline workers, those who deal with the public daily? Maybe, in some cases, but one needs to keep in mind the inherent complexities of Social Security and the specific programs managed by its staff.

A post by veteran SSA employer and Post-Dispatch Editorial Board member/columnist Janet Y. Jackson comes to the defense of Social Security staff with a examples of the complexities of Social Security’s Disability programs, as well as the similarly complex Supplemental Security Insurance (SSI) program (a program not part of Social Security itself, but administered by SSA). Check her post out here.

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