Kilolo Kijakazi, the acting commissioner, and Janet Walker, the associate commissioner for operational HR services, talk about how the current hiring initiative is essential to enhancing customer service in a new audio series.
New Hiring Initiative Will Improve Service – SSA Talks New Audio Series Episode 1
A fact sheet and transcript are included in the 17 minutes new audio series. Additionally, the new audio series’ fact sheet offers information on working for Social Security. You can hear and know directly from some of the senior executives of the Social Security Administration in this new audio series on SSA main goals.
In the new audio series of SSA Talks, Jeff Nesbit said that many people might believe that Social Security exclusively benefits retirees, although SSA programs assist people from birth until retirement. The commissioner has made it quite apparent that the SSA’s ability to provide the services that the public expects and deserves rests on their capacity to hire the next generation of qualified, diverse public employees. It says in the new audio series that they’re centered on hiring because they need to upgrade their services. Their service is not where they want it to be, despite the fact that they have several efforts in place to improve it. This is partly because we haven’t had enough people to meet the growing demands.
It also said on the new audio series that in order to provide more digital services, they must have sufficient staffing and funding to sustain them. They are providing more automated, online self-service options for customers who want to conduct their business over the phone or online. For those who would rather utilize the phone or the internet for service, they aim to make it simpler for them to do away with visits to their office. Additionally, this enables their staff members working in field offices to interact with people who either do not have access to or prefer in-person service. Technology is helping where it can, but they still require enough personnel to conduct interviews with visitors to their offices and to process any required adjustments for benefit recipients. And they were only able to hire as many personnel as their budget would allow. An administrative budget for the agency is established annually by Congress. To be more precise: In this fiscal year, they will pay out over $1.3 trillion in benefits, and funding for program benefits is based on people who are qualified for them. Visit our new audio series, SSA Talks, to find out more about Social Security’s main goals.