The head of the Social Security Administration (SSA), former Governor of Maryland Martin O’Malley, has declared a significant customer service crisis within the agency.
Speaking on the SSA’s official podcast, SSA Talks, O’Malley highlighted unacceptable service delays that beneficiaries, who have paid into the system their entire lives, are currently facing. He stressed the urgency of addressing these issues promptly.
In a recent tweet shared at 8:35 PM on April 20, 2024, the Social Security Administration introduced the latest episode of their ‘SSA Talks’ audio series, featuring new Commissioner Martin O’Malley discussing his top priorities.
In our latest “SSA Talks” audio series episode, our new Commissioner, Martin O’Malley, shares his top priorities. Listen here: https://t.co/bjS88wdwzn pic.twitter.com/PjTUZpCOD2
|amp|— Social Security (@SocialSecurity) April 20, 2024
Martin O’Malley recently assumed the role of SSA commissioner, following investigations that brought to light significant inefficiencies within the SSA, including demands for the return of billions in overpayments. This led to congressional scrutiny and subsequent commitments by the SSA to overhaul their handling of overpayments.
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Addressing the SSA’s immediate focus areas, O’Malley detailed the severe implications of the current system’s delays, including severe hardships faced by beneficiaries.
He stated that reducing the lengthy phone wait times and the time taken to resolve disability determinations are top priorities. Furthermore, the agency aims to correct issues surrounding undue overpayments and underpayments.
O’Malley did not lay out a specific strategy but expressed a commitment to continuous improvement through frequent evaluations and adjustments. He also called on Congress to fulfill its duties, noting the SSA’s operations are maintained with less than 1 percent of the total benefits paid out annually—a stark contrast to typical overhead ratios in the insurance industry.