SSA ORGANIZATION MANUAL

Chapter S2

OFFICE OF THE DEPUTY COMMISSIONER, OPERATIONS

  1. Mission

    The Office of the Deputy Commissioner, Operations (ODCO) directs and manages headquarters and geographically dispersed operations installations. It oversees regional operating program, technical, assessment and program management activities. It directs studies and actions to improve the operational effectiveness and efficiency of its components. It promotes systems and operational integration and defines user needs in the strategic planning process. It determines automation support needs for Operations components. It oversees the coordination and implementation of SSA’s policies for the electronic delivery of Agency services to the public. This Office defines user concerns in the development of operational and programmatic specifications for new and modified systems, including the evaluation and implementation phases. When mutually agreed, provides support to the Office of Disability Adjudication and Review (ODAR) and/or specific State Disability Determination Services (DDS). Provides budget and management guidance for the disability claims activities as carried out by the State DDSs.
  2. Organization
    1. The Deputy Commissioner, Operations (S2)
    2. The Assistant Deputy Commissioner, Operations (S2)
    3. The Immediate Office of the Deputy Commissioner, Operations (S2A)
    4. The Office of Central Operations (S2R)
    5. The Office of the Regional Commissioner (S2D)
    6. The Office of Disability Determinations (S2T)
    7. The Office of Public Service and Operations Support (S2N)
    8. The Office of Telephone Services (S2Q)
    9. The Office of Electronic Services and Technology (S2S)
  3. Functions
    1. The Deputy Commissioner, Operations (S2) is directly responsible to the Commissioner for carrying out the ODCO mission and providing general supervision to the major components of ODCO.
    2. The Assistant Deputy Commissioner, Operations (S2) assists the Deputy Commissioner in carrying out his/her responsibilities and performs other duties as the Deputy Commissioner may prescribe.
    3. The Immediate Office of the Deputy Commissioner, Operations (S2A) provides the Deputy Commissioner with staff assistance on the full range of his/her responsibilities.
    4. The Office of Central Operations (OCO) (S2R) provides executive direction and leadership for the nationwide establishment and maintenance of basic records supporting Social Security programs, foreign claims operations and OCO disability operations. It manages centralized records operations and a stand alone data operations center (DOC). The Office receives and processes Social Security earnings reports from private and governmental employers and adjustments or corrections to posted earnings. The Office maintains Social Security enumeration and earnings records in various media and conducts an ongoing data exchange with the Treasury Department to compile and verify individual earnings data. It directs the OCO processing of claims under disability benefits programs and maintains beneficiary rolls. It directs the OCO initial adjudication and reconsideration of disability claims excluded from State agency jurisdiction and directs the OCO authorization of disability and auxiliary claims not authorized by Field Offices (FOs) at the initial, reconsideration and appeal levels. It determines whether and when eligibility or payments should be terminated, suspended, continued, increased or reduced in amount. It recovers or waives recovery of amounts incorrectly paid to beneficiaries. It directs the development, adjudication and authorization of payments or disallowance of claims for Retirement, Survivors and Disability Insurance (RSDI) benefits filed by persons in foreign countries; determines eligibility for Medicare on related claims; and determines entitlement to benefits based on international Social Security agreements. It serves as liaison on operational issues which affect the administration of the United States Social Security program abroad, with the Department of State, other Federal agencies, agencies of foreign governments and private organizations. When arranged by mutual agreement, assists ODAR in processing case backlogs including writing draft decisions on cases decided by administrative law judges. Also, assists State DDSs by developing and adjudicating backlogged disability claims as arranged by mutual agreement. The office provides overall management direction for the provision of personnel services and administrative support to all OCO components. It maintains a broad overview of administrative operations to ensure effective coordination of all component activities.
    5. The Office of the Regional Commissioner (ORC) (S2D). An Office of the Regional Commissioner serves as the principal SSA component in each of SSA’s ten regions. Each ORC ensures effective SSA interaction with other Federal agencies, State welfare agencies, State DDSs and other regional and local organizations. The Office provides regional program leadership and technical direction for the RSDI and the Supplemental Security Income (SSI) programs. It issues regional supplementary operating policy and procedures for these programs. It directs a region-wide network of FOs, teleservice centers (TSCs) and, in each of the six regions where present, a Program Service Center (PSC). The Office manages and coordinates SSA regional operations. It provides overall management direction for the provision of personnel services and administrative support to SSA regional components. It establishes regional priorities and issues policy directives consistent with national program objectives, operational requirements and systems; and implements a regional SSA public affairs program. Each Office maintains a broad overview of administrative operations of the SSA Regional Office (RO), ODAR offices in the region and, in Region 3, the DOC to ensure effective coordination of SSA activities at the regional level.
    6. The Office of Disability Determinations (ODD) (S2T) provides operational standards, instructions, operational and procedural advice, technical support, and management direction to headquarters, regional and field components and State agencies in support of the SSA-administered disability programs. Processes State agency workloads on a temporary or transitional basis and evaluates the impact of policy and procedural changes in State agency operations.
    7. The Office of Public Service and Operations Support (OPSOS) (S2N) provides operations analysis, program support, service to the public and employee services for the Deputy Commissioner for Operations (DCO), and conducts studies and analyses. Provides broad operations support to FOs, TSCs, PSCs, and OCO. OPSOS also integrates operational delivery of public services under the RSDI, SSI and health insurance (HI) programs for domestic beneficiaries and delivery of RSDI program services for foreign beneficiaries. Provides broad operations support to the maintenance of activities associated with the overall effectiveness and efficiency of the DCO components. Coordinates and implements a comprehensive DCO nationwide program to focus on systems security and programmatic fraud. Directs and coordinates internal management support functions to ensure effective position management, workforce utilization, and management analysis and planning. Directs the overall DCO budget process. Plans, implements, manages and assesses the interrelated duties of delivery of SSA program and related services to the public.
    8. The Office of Telephone Services (OTS) (S2Q) plans, implements, operates and evaluates SSA telephone service to the public delivered by way of the national 800 Number and SSA FOs. It plans and conducts studies, pilots and analyses of 800 Number and FO telephone operations to assess and improve the service provided. It provides direct support to 36 TSCs and approximately 1,300 FOs, including developing and communicating uniform operating policies and procedures. It maintains close, effective working relationships with SSA policy, program and administrative components, with other Federal agencies, and with vendors which have important roles in the delivery and evaluation of SSA telephone service to the public. It also manages SSA national 800 Number network operation, designs and administers call routing plans, continuously monitors call handling, and adjusts routing to handle emergency situations and to maximize call answering effectiveness and efficiency.
    9. The Office of Electronic Services and Technology (OEST) (S2S) is responsible for multiple high-level agency functions. OEST is the lead for SSA’s development and implementation of electronic services. The organization also works with other Federal agencies on interagency electronic service delivery initiatives. In addition, OEST is responsible for integrating service delivery and employee concerns with modern technology. It determines and defines DCO requirements for software, hardware and electronic service delivery support. OEST directs user evaluations of new technology ensuring that technology considered for adoption meets DCO needs. It also coordinates all implementation activities. OEST develops, implements and administers evaluative tools for hardware purchases, software development and electronic service delivery. It ensures that the most recent appropriate technology is integrated into the operations of all DCO components.

 

SSA ORGANIZATION MANUAL

Subchapter S2D

OFFICE OF THE REGIONAL COMMISSIONER

  1. Mission

    The Office of the Regional Commissioner (ORC) serves as the principal SSA component at the regional level and ensures effective SSA interaction with other Federal agencies in the regions; State welfare agencies; State Disability Determination Services (DDSs); and other regional and local organizations. The office provides leadership for regional planning, implementation and evaluation of agency goals and objectives and is accountable for the delivery of service in the administration of SSA’s Retirement, Survivors and Disability Insurance (RSDI) programs, the Black Lung Benefits program and the Supplemental Security Income (SSI) program. It issues regional operating policy and procedures for these programs and evaluates program effectiveness. It implements national operational and management plans for providing SSA service to the public and directs a region-wide network of field offices (FOs), Teleservice Centers (TSCs) and where present, Processing Centers (PCs). It facilitates integration and coordination of SSA programs with other Federal and State programs in the region. It provides overall management direction for the provision of personnel services and administrative priorities and issues policy directives consistent with national program objectives, operational requirements and systems and implements a regional SSA public affairs program. The office maintains a broad overview of administrative operations of the regional offices (ROs) of SSA’s Office of Disability Adjudication and Review (ODAR) and a data operations center to ensure effective coordination of SSA activities at the regional level. When mutually agreed, provides support to ODAR and/or specific State DDSs.
  2. Organization
    1. The Regional Commissioner (S2D1-S2DX)
    2. The Deputy Regional Commissioner (S2D1-S2DX)
    3. The Immediate Office of the Regional Commissioner (S2DB-S2DX)
    4. The Office of the Assistant Regional Commissioner for Management and Operations Support (S2D1G-S2DXG)
    5. The Office of the Area Director (S2D1K-L-M-N, S2D2K L M N P Q, S2D3K-L-M-N-P-Q, S2D4K-L-M-N-P-Q-R-S-T, S2D5K-L-M-N-P-Q-R-S-T, S2D6K-L-M-N-P-Q, S2D7K-L-M, S2D8K-L, S2D9K-L-M-N-P-Q, S2DXK-L)
    6. The Office of the Teleservice Center Operations Manager (S2D2H, S2D6H)
    7. The Office of the Assistant Regional Commissioner for Processing Center Operations (S2D25,35,45,55,75,95)
    8. The Mega Teleservice Center (S2DXJ)
  3. Functions
    1. The Regional Commissioner (S2D1-S2DX) is directly responsible to the Deputy Commissioner, Operations, for carrying out the Regional Commissioner's mission and managing the respective SSA regional organizations.
    2. The Deputy Regional Commissioner (S2D1-S2DX) assists the Regional Commissioner in carrying out his/her responsibilities, and performs other duties as the Regional Commissioner may prescribe.
    3. The Immediate Office of the Regional Commissioner (S2D1-S2DX) provides the Regional Commissioner with high-level staff assistance on the full range of his/her responsibilities. It also furnishes staff support for the civil rights and equal opportunity functions.
    4. The Office of the Assistant Regional Commissioner for Management and Operations Support (S2D1G-S2DXG):
      1. Provides support services to SSA regional components not under the line authority of the Regional Commissioner; i.e., Office of the Inspector General (OIG), Office of General Counsel (OGC), Office of Budget, Finance, Quality, and Management (OBFQM) and ODAR).
      2. Provides program leadership and technical direction for regional administration of the insurance, disability and assistance programs and automated systems operations within the region.
      3. Facilitates the development and interpretation of regional operating instructions and procedures covering the retirement, survivors and disability provisions of title II, title XVI and the Black Lung Benefits program. Participates with other regional officials in the development and initiation of major regional initiatives and projects; directs assigned staff in conducting evaluations on the operational effectiveness of the instructions and guidelines provided.
      4. Furnishes technical advice and coordination to the regional efforts in administering SSA's part of the Food Stamp Program, to the resolution of vocational rehabilitation issues and to the establishment of effective relationships with groups and other organizations having responsibility or interest in income maintenance or social service activities.
      5. Negotiates and coordinates the maintenance of agreements with the States covering optional State SSI supplementation, mandatory State SSI supplementation and Medicaid eligibility determinations; also administers State/local coverage provisions. Participates in the review, evaluation and resolution of Federal/State financial management transactions involving the programs administered.
      6. Provides program coordination and administrative guidance to State DDS administrators. Facilitates the monitoring and evaluation of the operation of the various disability programs. Facilitates the planning, development and coordination of DDS budgetary activities. Facilitates implementation of SSA systems for DDS and parent agency structures.
      7. Furnishes automated data processing systems expertise and assistance to SSA field and processing center components, to State DDS' and to state/local programs. Coordinates regional needs and interests in the systems area with the Associate Commissioner for Automation and Support. Responsible for all systems analysis, programming, office automation, end-user computing functions and systems modernization activities. Coordinates the systems needs and requirements of all SSA components to ensure these needs are recognized and met in an efficient manner.
      8. Furnishes leadership and program, systems/automation and management information support to all SSA components within the region, OIG, ODAR and other components that are not under the line authority of the Regional Commissioner.
      9. Provides managers and employees with guidance and support services on all issues related to SSA personnel management programs and services, including recruitment and placement, performance management, classification, pay administration and benefits, employee and labor relations, leave, etc.
      10. Coordinates and facilitates the implementation of all recruitment and placement activities and employee counseling services; processes personnel actions; classifies and reviews positions and assures effective position management; provides guidance and consultation on appeals, adverse actions, discipline, performance management, retirement, health benefits, life insurance and other personnel management programs and policies.
      11. Provides management officials with guidance and assistance on all aspects of the labor relations program, including: impact and implementation bargaining; administration of negotiated agreements; grievance and arbitration proceedings; investigation/ resolution of unfair labor practices; etc.
      12. Facilitates the planning, development and coordination of SSA financial activities for SSA regional components. This may also include DDS budgetary activities. Coordinates a variety of analytical, management and staff functions in the areas of budget and resource management, including regional multi-year budget formulation, execution and modification. Provides the staff expertise in the review, tracking and evaluation of total financial policy and its administration throughout the region.
      13. Analyzes the continuing need for new field facilities and service in light of program expansion, changing socioeconomic patterns and technological changes. Reviews recommendations for new facilities and/or the realignment of existing service and administrative areas in terms of conformity to established standards, principles of sound administration and overall management policy. Facilitates negotiation with General Services Administration to obtain new space, relocate or expand facilities and resolve problems in building services and protection.
      14. Facilitates the design, implementation and administration of the Regional Security Plan and coordinates an ongoing program of comprehensive internal control reviews. Facilitates the planning, direction and coordination of internal security and audit programs involving systems, records, property and potential beneficiary or employee fraud. Coordinates regional activities responsible for ensuring the protection of SSA records and systems against misuse or manipulation for fraudulent purposes, and for procedures and techniques which will control access to these records and systems.
    5. The Office of the Area Director (S2D1K-L-M-N, S2D2K L M N P Q, S2D3K-L-M-N-P-Q, S2D4K-L-M-N-P-Q-R-S-T, S2D5K L M N P Q R S T, S2D6K-L-M-N-P-Q, S2D7K-L-M, S2D8K-L, S2D9K-L-M-N-P-Q, S2DXK-L):
      1. Provides overall direction and leadership to district and branch offices and, where applicable, TSCs. Facilitates the establishment of long-range operating plans, schedules, goals and emphasis necessary for the attainment of regional workload goals. Coordinates area-wide activities to ensure consistency with national and regional policies and procedures.
      2. Serves as the facilitator for overall service delivery to the public through the management of operational sites and program leadership for administration of the insurance, disability and assistance programs including systems support and automation. The operational sites include district and branch offices and may include TSCs.
      3. Through area public relations programs, ensures the public is informed of SSA-administered programs and assists the public in obtaining benefits. Responsible for experimenting and implementing initiatives aimed at enhancing service delivery.
      4. Serves as the facilitator through which management and operational aspects of district and branch office and, where applicable, TSC responsibilities and performance are coordinated.
      5. Serves as a principal point of advice and guidance to the Regional Commissioner in reflecting the interests of district and branch offices and, where applicable, TSCs on operational and administrative concerns and considerations, including the determination of overall priorities for the area. Facilitates the review and analysis of administrative and program management policies; reports significant problems and trends to the Regional Commissioner and recommends effective solutions to problems identified.
      6. Ensures that district managers are carrying out their assigned responsibilities fully and effectively. Ensures sound working relationships are established and maintained between district offices and DDSs, large employers, unions, medical associations and organizations, Federal, State, and local agencies, major information media, etc. Facilitates the administration of programs to obtain the advantages of coordinated, area-wide effort in such fields as public affairs, community relations, recruiting, training, career development, equal opportunity and parallel functions.
      7. Provides leadership and guidance to district managers and, where applicable, TSC managers in the effective utilization of budgetary and staffing allocations to ensure unified and balanced program administration. Facilitates the development and implementation of a program for coordinated management of personnel and workloads.
    6. The Office of the Teleservice Center Operations Manager (S2D2H, S2D6H):
      1. Provides overall direction and leadership to TSCs. Facilitates the establishment of long-range operating plans, schedules, goals and emphasis necessary for the attainment of regional workload goals. Coordinates TSC activities to ensure consistency with national and regional policies and procedures.
      2. Serves as the facilitator for overall service delivery to the public through the management of the TSCs and provides program leadership to the TSCs for administration of the insurance, disability and assistance programs including systems support and automation.
      3. Serves as the facilitator through which management and operational aspects of TSC responsibilities and performance are coordinated.
      4. Serves as the principal point of advice and guidance to the Regional Commissioner in reflecting the interests of TSCs on operational and administrative concerns and considerations. Facilitates the review and analysis of administrative and program management policies; reports significant trends to the Regional Commissioner and recommends effective solutions to problems identified.
      5. Ensures that TSC managers are carrying out their assigned responsibilities fully and effectively.
      6. Provides leadership and guidance to TSC managers in the effective utilization of budgetary and staffing allocations to ensure unified and balanced program administration. Facilitates the development and implementation of a program for coordinated management of personnel and workloads.
    7. The Office of the Assistant Regional Commissioner for Processing Center Operations (S2D25,35,45,55,75,95) (located in the six regions containing PSCs):
      1. Reviews and authorizes payment or disallows claims for RSDI benefits and health insurance (HI) entitlement; certifies RSDI benefit amounts to the Treasury Department for payment; and maintains RSDI benefit and HI records.
      2. Determines whether and when eligibility or payments should be terminated, suspended, continued, increased or reduced in amount and reconsiders determinations on initial claims and continuing eligibility.
      3. Maintains RSDI payment rolls; recovers or waives recovery of amounts incorrectly paid to RSDI beneficiaries; receives, records and deposits supplemental medical insurance premium and overpayment refunds; and makes representative payee determinations and processes related accountability reports.
      4. Answers inquiries about individual RSDI cases and claims determinations and ensures expeditious processing of actions where inquiries indicate claimant hardship.
      5. Receives and coordinates new/revised computer programs/systems and resolves exceptions in case processing. Maintains accounting controls and ensures that magnetic tape records reflect actual authorized payment actions.
      6. Coordinates PSC operations with the other components within ORC, other SSA components, the Railroad Retirement Board, the Veterans Administration, the United States Postal Service and other Federal agencies as required.
      7. Where applicable, provides leadership and direction for service delivery to the public through the management of TSCs within the respective region. Establishes long-range operating plans, schedules, goals and emphasis necessary for the attainment of workload goals. Coordinates TSC activities to ensure consistency with national and regional policies and procedures.
      8. When arranged by mutual agreement, assists ODAR in processing case backlogs including writing draft decisions for cases decided by administrative law judges. Also, assists State DDSs by developing and adjudicating backlogged disability claims as arranged by mutual agreement.
    8. The Mega Teleservice Center (S2DXJ)
      1. Provides leadership and direction in the management and operation of the Mega TSC. Establishes long-range operating plans, schedules, goals and emphasis necessary for the attainment of regional workload goals. Coordinates Mega TSC activities to ensure consistency with national and regional policies and procedures.
      2. Serves as the facilitator for overall service delivery to the public through the management of the Mega TSC and provides program leadership to the TSC for administration of the insurance, disability and assistance programs including systems support and automation.
      3. Serves as the facilitator through which management and operational aspects of Mega TSC responsibilities and performance are coordinated.
      4. Serves as a principal point of advice and guidance to the Regional Commissioner in reflecting the interests of Mega TSC on operational and administrative concerns and considerations. Facilitates the review and analysis of administrative and program management policies; reports significant problems and trends to the Regional Commissioner and recommends effective solutions to problems identified.
      5. Ensures that subordinate managers are carrying out their assigned responsibilities fully and effectively.
      6. Provides leadership and guidance to subordinate managers in the effective utilization of budgetary and staffing allocations to ensure unified and balanced program administration. Facilitates the development and implementation of a program for coordinated management of personnel and workloads.

 

SSA ORGANIZATION MANUAL

Subchapter S2T

OFFICE OF DISABILITY DETERMINATIONS

  1. Mission The Office of Disability Determinations (ODD) provides broad operational, administrative, and managerial, performance, budget and technical support to Disability Determinations Sservices (DDSs) in support of SSA-administered disability programs. The oOffice is responsible for directing, executing and formulating the DDS budget process. It is responsible for providing standards, instructions, operational and procedural advice, technical support, and management direction to Headquarters, regional and field components and State agencies. The office integrates operational delivery of SSA administered disability programs through the DDSs and evaluates the impact of policy and procedural changes on State agency operations. The office coordinates the implementation of disability-related policy and procedures and serves as a focal point for communications between DDSs and headquarters components. The office works in consultation with aAgency policy components on the development and delivery of programmatic training to DDSs and provides input to Agency policy components on the development of decisional tools used in disability adjudication.
  2. Organization
    1. The Associate Commissioner for Disability Determinations (S2T)
    2. The Deputy Associate Commissioner for Disability Determinations (S2T)
    3. The Immediate Office of the Associate Commissioner for Disability Determinations (S2T)
    4. The Division of DDS Resources and Workload Management (S2TH)
    5. The Division of DDS Programs and Operations Support (S2TJ)
    6. The Division of DDS Automation Support (S2TK)
  3. Functions
    1. The Associate Commissioner for Disability Determinations (S2T) is directly responsible to the Deputy Commissioner for Operations for carrying out its mission and provides general supervision to the major components.
    2. The Deputy Associate Commissioner for Disability Determinations (S2T) assists the Associate Commissioner in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.
    3. The Immediate Office of the Associate Commissioner for Disability Determinations (S2T) provides the Associate Commissioner and the Deputy Associate Commissioner with advisory services and staff assistance on the full range of their responsibilities and coordinates the administrative and program activities of its components.
    4. The Division of DDS Resources and Workload Management (S2TH):
      1. Performs a broad range of budget and financial management and management information activities. Formulates, executes and monitors DDS budgets and spending plans. Develops and monitors DDS operating budgets.
      2. Analyzes, plans, distributes and monitors all DDS funding on a State-by-State basis; this includes establishing and monitoring workload and productivity targets for each DDS.
      3. Provides national guidance for the administrative and management aspects of the disability determination function whether administered through State DDSs, contracted out to the private sector or accomplished by designated SSA organizations.
      4. Completes DDS staffing and workload related analyses using databases maintained by the Deputy Commissioner for Disability and Income Security Programs.
      5. Distributes DDS management information reports and analysis to Regional Offices (ROs) and DDSs as determined by the Commissioner.
      6. Provides national guidance on performance workload aspects of disability case processing components and monitors overall workload and resource management.
    5. The Division of DDS Programs and Operations Support (S2TJ)
      1. Represents DDSs on issues related to the application and implementation of disability policy and procedures affecting DDS day-to-day operations and analyzes business process efficiencies.
      2. Coordinates and monitors DDS Consultative Examination recruitment, usage, monitoring, and fee schedules.
      3. Maintains and distributes medical provider sanctions lists.
      4. Formulates, implements and evaluates disability-related operational workflow policies, initiatives and procedures to support State DDS components implementing programmatic, policy, legislative and litigation changes.
      5. Plans, develops or participates in the development of operational policy and procedures to assure effective and efficient implementation of disability related program activities.
      6. Plans a continuing and comprehensive evaluation of the implementation and evaluation of operational workflow and post-entitlement policies, initiatives and procedures. Conducts policy reviews, business process and procedure assessments and studies.
      7. Works closely with other disability, policy and systems components throughout SSA to identify operational problem areas.
      8. Identifies and analyzes DDS performance issues in terms of cost, productivity, accuracy, service and timeliness.
      9. Completes DDS performance related analyses using databases maintained by the Deputy Commissioner for Retirement and Disability Policy.
      10. Develops pertinent procedures related to DDS performance by establishing standards and guides for performance; monitors performance; any initiates corrective action where needed. Conducts such studies and reviews as are necessary to the disability determination function.
      11. Plans, directs and evaluates the quality of program activities in the DDSs and coordinates continued improvement activities throughout the DDS community.
      12. Works with DDSs, Regional Office staff and the Office of Budget, Finance, Quality, and Management (OBFQM) to promote consistency in DDSs and ensures focus on all aspects of quality and performance.
      13. Develops and issues procedures, instructions and other materials related to the performance aspects of the disability determination function including assessment of quality assurance findings; conducts studies, analyzes and detects policy application inconsistencies and program trends through analysis of all program data and end-of-line case reviews.
      14. Facilitates the planning, direction and coordination of internal security and audit programs related to the disability determination function of the DDS, including responding to audit recommendations, security related reviews of DDSs, and program fraud.
      15. Serves as a focal point for DDS and RO communications and coordinates contact with DDSs by other SSA components. Coordinates key management meetings with the DDS and SSA community.
      16. Participates in long range planning to ensure the integration of DDS performance objectives with agency initiatives.
    6. The Division of DDS Automation Support (S2TK)
      1. Plans, coordinates and manages ODD systems-related activities for DDS systems planning, oversight and support, funding for automation activities, installation and maintenance.
      2. Working with the Deputy Commissioner for Systems’ components, determines and defines the technological hardware needs for the DDSs and promotes the acquisition, effective implementation and innovative usage of this technology.
      3. Coordinates and implements a comprehensive DDS nationwide program to focus on systems security and provides SSA Security Officer functions for DDS systems and technologies.
      4. Plans a continuing and comprehensive evaluation of DDS systems to define automation and technology priorities in order to ensure the efficiency and effectiveness of DDS operations.
      5. Provides a cadre of staff that provides expert systems advice and support for field personnel in the DDSs.
      6. Acts as liaison between DDSs and their parent agencies, regional offices, Office of Disability Programs, Office of Disability Systems, Office of Telecommunications and Systems Operations, and policy components to ensure systems, program and operational compatibility.
      7. Coordinates DDS systems disaster and recovery and business continuity planning, Section 508/employees with disabilities (EWD) issues, telecommunications needs and internal ODD technology issues.
      8. Participates in long range planning to ensure the integration of DDS automation and technology objectives with agency initiatives.
      9. Serves as a focal point and provides guidance and directions to RO and DDS on electronic records express.
      10. Represents DDSs on issues related to electronic disability processing initiatives and business processes and makes recommendations for improvement and refinement of DDS disability adjudication business processes.
      11. Coordinates the implementation of electronic folder and electronic disability processes and procedures throughout DDSs, including DDS case processing/legacy systems software requirements and identifying user needs, including coordinating communications with and between DDS user group members and respective legacy system vendors and providers.

 

SSA ORGANIZATION MANUAL

Subchapter S2N

OFFICE OF PUBLIC SERVICE AND OPERATIONS SUPPORT

  1. Mission

    The Office of Public Service and Operations Support (OPSOS) is responsible for providing operational/program support and conducting studies and analyses related to service to the public, employee services and activities associated with budget and financial management and management information. The office provides broad operations support to the FOs, TSCs, PSCs and the Office of Central Operations (OCO). OPSOS is also responsible for integrating operational delivery of public services under the RSDI, SSI and HI programs for domestic beneficiaries and for the delivery of RSDI program services to foreign beneficiaries. Additionally, the office provides broad operations support to the maintenance of the basic earnings data which support the Social Security programs. It conducts studies, pilots and other activities associated with the overall effectiveness and efficiency of DCO components. OPSOS provides support and guidance to the DCO, other Operations Associate Commissioners, Regional Commissioners, regional and OCO security officers and mangers, FOs, TSCs, and PSCs on a broad range of security and program integrity issues. It directs and coordinates internal management support functions to ensure effective position management, workforce utilization, and management analysis and planning. It directs the overall DCO budget process and plans, implements, manages and assesses the interrelated duties of delivering SSA programs and related services to the public.
  2. Organization
    1. The Associate Commissioner for Public Service and Operations Support (S2N)
    2. The Deputy Associate Commissioners for Public Service and Operations Support (S2N)
    3. The Immediate Office of the Associate Commissioner for Public Service and Operations Support (S2N)
    4. The Human Resources Management Staff (S2N-1)
    5. The Division of Program Policy and Operations (S2NA)
    6. The Division of Operations Analysis and Customer Service (S2NB)
    7. The Division of Resources and Management Information (S2NC)
    8. The Division of Systems Security and Program Integrity (S2NE)
    9. The Division of Continuing Disability Reviews Support (S2NG)
  3. Functions
    1. The Associate Commissioner for Public Service and Operations Support (S2N) is directly responsible to the Deputy Commissioner, Operations, for carrying out OPSOS' mission and provides general supervision to the major components of OPSOS.
    2. The Deputy Associate Commissioners for Public Service and Operations Support (S2N) assist the Associate Commissioner in carrying out his/her responsibilities and perform other duties as the Associate Commissioner may prescribe.
    3. The Immediate Office of the Associate Commissioner for Public Service and Operations Support (S2N) provides the Associate Commissioner with staff assistance on the full range of his/her responsibilities. Ensures open and effective communication with employees and Union representatives.
    4. The Human Resources Management Staff (S2N-1)
      1. Identifies training and career development needs of DCO employees and ensures these needs are met. Assesses future training needs as technology advances and plans and implements component career enhancement programs to ensure employees have skills needed to plan and prepare for these technological changes.
      2. Within established guidelines, plans and oversees implementation in DCO components of projects which improve employee environment and well being (wellness/fitness, child care, elder care, office space/furniture).
      3. Plans, develops, implements and evaluates comprehensive handicapped, Equal Employment Opportunity and affirmative employment programs to ensure all employees are treated equitably.
      4. Plans and implements effective management communication networks to ensure employees are kept informed of Operations' and SSA's initiatives as well as determining, evaluating and addressing employee concerns.
      5. Provides staff support to DCO in planning and providing effective performance management/awards programs ensuring fair and equitable treatment of all employees.
      6. Develops innovative approaches to job restructuring/enhancements from an Operations' perspective. Plans, develops, implements and analyzes pilots and studies to enhance the quality of the workforce.
    5. The Division of Program Policy and Operations (S2NA)
      1. Plans, develops or participates in the development of operational policy and procedures to ensure effective and efficient implementation of national and international program activities in DCO.
      2. Plans and implements studies designed to assess DCO's processing activities and affected operational objectives to ensure appropriate integration of new program policies.
      3. Provides analysis and recommendations to the DCO regarding legislative planning and implementation. Provides technical guidance to DCO management and ensures integration of RSI, DI, SSI, and Medicare policies and procedures.
      4. Develops partnerships with other SSA components and the Health Care Financing Administration to ensure effective program delivery within operational constraints.
      5. Provides operational support to the enumeration process.
      6. Plans, directs and evaluates the quality of program activities throughout operational components.
      7. Develops initiatives to improve the quality of the claims, postentitlement and preclaims processes.
    6. The Division of Operations Analysis and Customer Service (S2NB)
      1. Plans and coordinates postentitlement cyclical workloads; maintenance of beneficiary and earnings records; certification of payment; and recoupment of overpayment processes impacting on DCO components.
      2. Plans, designs and implements studies and analyses to assess payment processing activities and operational goals and objectives. Plans and initiates new processing workflows for claims and postadjudicative actions to ensure the most effective and efficient program delivery to the public.
      3. Establishes workload processing schedules ensuring efficient sequences of interrelated workloads and recommends to DCO appropriate priorities.
      4. Coordinates operational processes with programs administered by other government agencies such as Railroad Retirement Board, Treasury Department, Internal Revenue Service, Veterans Administration, State Department and the Administration on Aging.
      5. Participates with appropriate policy components in SSA to provide clear, accurate and timely notices to the public and to fully utilize automation to reduce the need for manually prepared notices.
      6. Develops and recommends to DCO standards and practices for national and international delivery of services. Plans, implements and evaluates the full range of SSA's service to the public.
      7. Establishes service delivery policies. Develops and evaluates standards for measuring service to the public to ensure that quality, efficient and compassionate service is provided.
      8. Plans, conducts and evaluates public information/referral programs to ensure agency and other public and private services are effectively provided to the community within the guidelines and direction provided by the agency.
      9. Ensures SSA's public affairs/information efforts are implemented effectively and efficiently within DCO components.
      10. Establishes policies and develops criteria on field office accessibility (hours of service, size of field offices, type and location of services, etc.).
      11. Manages the Access to Financial Institutions (AFI) program, which includes monitoring acuity to ensure contracted services are provided and validating invoices from bank account verifications. Staff also work closely with components to facilitate policy changes and implement enhancements to the AFI system.
      12. Provides technical support to the regions and assists with training and communication efforts when process changes occur. Provides information to agency executives for key initiatives; e.g., reducing improper payments.
    7. The Division of Resources and Management Information (S2NC)
      1. Performs a broad range of budget and financial management and management information activities. Formulates, executes and monitors component budgets and spending plans. Develops and monitors DCO's operating budgets. Develops reprogramming recommendations for DCO management consideration.
      2. Analyzes and develops budget cost analyses based on agency constraints, initiatives and legislation. Analyzes budget data, program cost allocations, operating program input and workload and productivity information for the preparation of the annual budget.
      3. Analyzes and monitors component productivity to determine staffing requirements and ensure effective delivery of service. Establishes component fulltime equivalents, workyears and dollar allocations, including identification of reprogramming needs. Distributes and monitors General Services Administration building delegations.
      4. Analyzes legislative, procedural and technological changes and ensures appropriate resource allocations are provided to effectively implement those changes. Plans and implements budgetary incentives/pay reform projects.
      5. Implements and maintains an integrated management information system through studies and analyses which identify specific operating areas to be measured and to control workloads. Identifies DCO management needs and develops systems and methods to deliver the timely, pertinent information that managers need to effectively manage SSA's programs and delivery of service.
      6. Analyzes data to identify trends which DCO management must consider in developing plans for deployment of human and materiel resources. Designs, develops and analyzes various weekly, quarterly and annual management information reports.
      7. Develops policies, procedures and standards for which DCO can carry out its management activities in the areas of personnel, employee and labor relations, facilities, space, property management, etc.
    8. The Division of Systems Security and Program Integrity (S2NE)
      1. Coordinates and implements a comprehensive DCO nationwide program to focus on systems security and programmatic fraud.
      2. Conducts nationwide analyses and studies to identify potential problems and develops guidelines/procedures to ensure an effective and efficient Operations security and integrity program.
      3. Develops and maintains a comprehensive national program to focus attention on combating beneficiary and recipient fraud and develops recommendations for improving operational policy, procedures and internal controls to prevent recurrence.
      4. Assesses security vulnerabilities. Evaluates overall plans and proposals for major agency and interagency security projects and provides analysis for use in security program planning, implementation, evaluation and modification efforts.
      5. Implements national level guidance in agency standards, guidelines, or policies for major security programs.
      6. Provides direction and coordination to the activities of the Regional Centers for Security and Integrity.
      7. Ensures that training on security and program integrity is available and maintains a continuing awareness program.
      8. Develops or interprets general policy direction for application on an organization-wide basis and conducts oversight reviews on the effectiveness of programs and practices.
      9. Advises top-level DCO executives and security managers on new developments and advances in security techniques and keeps them informed of sensitive issues regarding beneficiary/recipient fraud, employee fraud and systems abuses.
      10. Creates workflows and processes with systemic safeguards to prevent errors and ensure a full audit trail for automated and paper products.
      11. Provides direction and coordination on sensitive cases involving employee fraud and abuse, including providing guidance to Operations executives regarding the appropriate disciplinary action.
      12. Serves as Operations representative on the agency’s Critical Infrastructure Response Team responsible for responding to external and internal threats to the agency’s systems architecture.
      13. Develops Operations systems access matrixes for new and/or existing applications to support the agency’s policy of least privilege access to SSA’s various computer systems and monitors the profiles created to ensure the level of access is appropriate based on job duties and function of the application.
      14. Develops and coordinates nationwide analysis and monitoring by the Regional Centers for Security and Integrity of the user accounts established within SSA’s network systems architecture to identify vulnerabilities and monitor compliance.
      15. Provides direction and guidance to Operations executives regarding security and privacy issues in connection with advances in the areas of electronic commerce, internet applications and intranet websites.
    9. The Division of Continuing Disability Reviews Support (S2NG):
      1. Provides support for the continuing disability review (CDR) process.
      2. Directs the agency’s CDR process, associated strategies, and the predictive modeling.
      3. Reviews, supports, and develops guidelines and technical procedures for the CDR process and oversees this process. Estimates the number of CDRs that the agency must process annually for the agency to be current in its reviews responsibilities. Develops strategies to establish the schedules and processes for the CDRs directly released as full medical reviews and those released as mailers.
      4. Applies sophisticated predictive modeling methodology to “score” every Social Security disability and supplemental security income beneficiary for potential CDRs.
      5. Designs and maintains databases and extracts in support of the CDR process. Conducts yearly integrity checks of the CDR mailer process for title II and title XVI.

 

SSA ORGANIZATION MANUAL

Subchapter S2Q

OFFICE OF TELEPHONE SERVICES

  1. Mission

    The Office of Telephone Services (OTS) is responsible for planning, implementing, operating, and evaluating SSA's telephone service to the public delivered by the National 800 Number and SSA Field Offices (FOs). The office plans and conducts studies, pilots, and analyses of 800 Number and FO telephone operations to assess and improve the service provided. The office provides direct support to 36 TSCs and approximately 1,300 FOs, including developing and communicating uniform operating policies and procedures. The office is responsible for providing the American public with world class 800 Number telephone service, which provides: accurate, courteous, one-stop service with 95 percent access within 5 minutes; user-friendly automated services; and tools that empower employees to deliver total customer satisfaction. The office maintains close, effective working relationships with SSA policy, program, regional, and administrative components with many other Federal agencies and with vendors who have important roles in the delivery and evaluation of SSA's telephone service to the public. This office manages SSA's National 800 Number network operation, designs and administers call routing plans, continuously monitors call handling, and adjusts routing to handle emergency situations and to maximize call-answering effectiveness and efficiency.
  2. Organization
    1. The Associate Commissionerfor Telephone Services (S2Q)
    2. The Deputy Associate Commissioner for Telephone Services (S2Q)
    3. The Immediate Office of the Associate Commissioner for Telephone Services (S2Q)
    4. Toll-Free Service Operations Center (S2QE)
    5. Network Planning and Procedures Center (S2QG)
    6. Field Service Operations Center (S2QH)
  3. Functions
    1. The Associate Commissioner forTelephone Services (S2Q) is directly responsible to the DCO for carrying out the office's mission relating to the operation of SSA's National 800 Number and FO telephone service and provides general supervision to the major components in the office.
    2. The Deputy Associate Commissioner for Telephone Services (S2Q) assists the Associate Commissioner in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.
    3. The Immediate Office of the Associate Commissioner for Telephone Services (S2Q) provides the Associate Commissioner with staff assistance over the full range of his/her responsibilities.
    4. Toll-Free Service Operations Center (S2QE)
      1. Network Operations Branch (S2QE1):
        1. Plans, develops, implements, and evaluates the effectiveness and efficiency of the routing of 800 Number calls to the geographically dispersed TSCs that provide 800 Number service.
        2. Provides leadership and guidance for all activities associated with the implementation of CARE 2020.
        3. Administers 800 Number call routing on a daily basis, making necessary adjustments to ensure the best possible public telephone service in tracking of calls to the network.
        4. Develops and maintains an effective management information system needed for the 800 Number operation and produces the required reports. Analyzes the information to evaluate the routing of calls.
        5. Identifies trends and/or patterns that impact 800 Number call volumes and resource requirements. Projects call volumes and creates staffing models and other techniques to determine future call-handling capacity needs.
        6. Analyzes the applicability of innovative concepts and technologies to the national 800 Number and recommends ways to improve service.
        7. Studies and evaluates the effectiveness of TSCs and overall SSA 800 Number network operations and makes recommendations for improving operations.
    5. Network Planning and Procedures Center (S2QG)
      1. Network Planning Branch (S2QG1):
        1. Plans, designs, implements, and evaluates studies of initiatives related to the effective management, operation, and future direction of telephone services provided to the public by the national 800 Number and FOs.
        2. Provides leadership on SSA telephone service planning initiatives for the Office of Operations.
        3. Researches and evaluates the application of innovative concepts and new technologies for SSA's public telephone service.
        4. Designs, implements, and maintains management information systems for SSA telephone service delivery. Analyzes data, evaluates trends and long-range needs, and prepares executive-level reports.
        5. Evaluates and plans for implementation of legislative issues that impact SSA's telephone service. Works with other SSA components, other Federal agencies, and vendors to ensure quality public telephone services.
        6. Plans, develops, implements, and evaluates systematic measurement processes to assess the operational effectiveness and efficiency of SSA public telephone service operations.
      2. Network Procedures Branch (S2QG2):
        1. Develops and maintains procedural guides, operational instructions, and training materials for TSC and FO employees providing public telephone service.
        2. Develops and evaluates plans for the effective utilization of TSC and FO resources and equipment relating to delivery of telephone services to the public.
        3. Develops and evaluates operational telephone service quality review policies. Evaluates telephone service delivery training needs to ensure quality public service is provided.
    6. Field Service Operations Center (S2QH)
      1. Field Services Branch (S2QH1):
        1. Oversees the pre-installment/post-installment of the telephone replacement systems.
        2. Plans, develops, implements, and evaluates the effectiveness and efficiency of the FO telephone service over a geographically dispersed area.
        3. Administers FO telephone service on a daily basis, making necessary adjustments to ensure the best possible public telephone service.
        4. Develops and maintains an effective management information system needed for the FO telephone service and produces the required reports. Analyzes all information regarding FO calls.
        5. Identifies trends and/or patterns that impact FO telephone Service and resource requirements. Projects call volumes and create staffing models and other techniques to determine future call-handling capacity needs.
        6. Analyzes the applicability of innovative concepts and technologies to the FO telephone service and recommends ways to improve service.
        7. Studies and evaluates the effectiveness of overall SSA FO telephone services and makes recommendations for improving operations.

 

SSA ORGANIZATION MANUAL

Subchapter S2R

OFFICE OF CENTRAL OPERATIONS

  1. Mission

    The Office of Central Operations (OCO) provides executive direction and leadership for: the nationwide establishment and maintenance of basic records supporting Social Security programs, foreign claims operations and OCO disability operations. It manages centralized record operations and a stand-alone data operations center (DOC). The office receives and processes Social Security earnings reports from private and governmental employers and adjustments or corrections to posted earnings. The oOffice maintains Social Security enumeration and earnings records in various media and conducts an ongoing data exchange with the Treasury Department to compile and verify individual earnings data. It directs the OCO processing of claims under disability benefits programs and maintains beneficiary rolls. It directs the OCO initial adjudication and reconsideration of disability claims excluded from State agency jurisdiction and directs the OCO authorization of disability and auxiliary claims not authorized by FOs at the initial, reconsideration and appeal levels. It determines whether and when eligibility should be terminated, suspended or continued; or payments increased or reduced in amount. It recovers or waives recovery of amounts incorrectly paid to beneficiaries. It directs the development, adjudication and authorization of payment or disallowance of claims for Retirement, Survivors, and Disability Insurance (RSDI) benefits filed by persons in foreign countries; determines eligibility for Medicare on related claims; and determines entitlement to benefits abased on international Social Security agreements. It serves as liaison on operational issues which affect the administration of the United States Social Security program abroad, with the Department of State, other Federal agencies, agencies of foreign governments and private organizations. When mutually agreed, provides support to the Office of Disability Adjudication and Review (ODAR) and/or specific State Disability Determination Services (DDS). It provides executive leadership and direction for the provision of personnel management and administrative support for all components within OCO.
  2. Organization
    1. The Associate Commissioner for Central Operations (S2R)
    2. The Deputy Associate Commissioner for Central Operations (S2R)
    3. The Immediate Office of the Associate Commissioner, Office of for Central Operations (S2R)
    4. The Assistant Associate Commissioner for Disability Operations (S2RA)
      1. The Divisions of Disability Operations (S2RA1,2,3,4)
      2. The Division of Direct Service Operations (S2RA5)
      3. Operations Support Branch (S2RA6)
      4. Disability Processing Branch (S2RA7)
    5. The Assistant Associate Commissioner for International Operations (S2RE)
      1. The Division of International Operations (S2RE1)
    6. The Assistant Associate Commissioner for Earnings Operations (S2RB)
      1. The Division of Earnings Record Operations (S2RB1)
      2. The Division of Business Services (S2RB2)
      3. The Wilkes-Barre Data Operations Center (S2RB-F3)
    7. Assistant Associate Commissioner for Management and Operations Support (S2RC)
      1. The Center for Information Technology (S2RC1)
      2. The Center for Program Support (S2RC3)
      3. The Center for Material Resources (S2RC4)
      4. The Center for Human Resources (S2RC5)
      5. The Center for Security and Integrity (S2RC6)
  3. Functions
    1. The Associate Commissioner for Central Operations (S2R) is directly responsible to the Deputy Commissioner for Operations for carrying out OCO's mission and managing its respective components.
    2. The Deputy Associate Commissioner for Central Operations (S2R) assists the Associate Commissioner for Central Operations in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.
    3. The Immediate Office of the Associate Commissioner for Central Operations, (S2R) provides internal operations and management support and assistance to the Associate Commissioner and all OCO components.
    4. The Assistant Associate Commissioner for Disability Operations (S2RA) is responsible for planning and directing a major portion of the operations administered by OCO. He/she is responsible for the planning and direction of four divisions, which review, adjudicate and reconsider claims for Social Security disability and auxiliary benefits, and a fifth division, which provides OCO service to the public by telephone and applies and evaluates proposed alternative ways of performing OCO functions. When mutually agreed, provides support to ODAR and/or specific State DDS:
      1. The Divisions of Disability Operations (S2RA1,2,3,4) each direct and coordinate the activities of twelve OCO process modules, which adjudicate, pay, maintain and reconsider domestic disability claims excluded from State agency jurisdiction involving claimants and beneficiaries up to a specific age (54 years and 9 months at the time of this publication), related auxiliary claims, and End-Stage Renal Disease cases under the jurisdiction of OCO. They direct the review of work and earnings reports to assure that continuing disability reviews are conducted as required. They direct and coordinate the authorization of initial claims not authorized by field offices and of OCO disability claims allowed at the administrative law judge or other appellate level. The process modules: make representative-payee determinations; process representative-payee accountability reports; approve the payment and amount of attorney fees; offset previous SSI payments against disability insurance benefits; implement, adjust, suspend and terminate benefits; prepare benefit payment data for introduction into the computer system; maintain beneficiary payment rolls; recover or waive benefits incorrectly paid; prepare and release award certificates, denial letters and other claims-related notices; answer inquiries regarding individual cases; expedite actions where claimant hardship is indicated; and contact Federal and State components such as the Department of Labor, the Railroad Retirement Board, Workers Compensation Commissions and SSA components, as necessary, to resolve disability claims actions.
      2. The Division of Direct Service Operations (S2RA5):
        1. Responds to telephone calls from the public by providing information about eligibility, rights and benefits for RSDI, HI, and SSI; and makes referrals regarding other types of related government and public services.
        2. Conducts special studies and projects to evaluate alternative claims policy, procedures and processing operations and pilots innovative approaches or proposed changes in operations.
        3. Tests alternative ideas or processes and provides analyses and recommendations concerning their feasibility for use in OCO operations.
        4. Retrieves claims folders of denied or terminated tTitle II and tTitle XVI claims pursuant to the provisions of various class action lawsuits and determines if individuals are members of the specified classes.
      3. Operations Support Branch (S2RA6):
        1. Provides staff assistance to the Assistant Associate Commissioner and operational components within the Office of Disability Operations (ODO). The office serves as the lead staff component on many projects and provides daily support to division analysts and ODO technicians.
        2. Conducts special studies and projects to evaluate claims policy, procedures and processing operations and pilots innovative approaches or proposed changes in operations.
        3. Tests alternative ideas or processes and provides analyses and recommendations concerning their feasibility for use in ODO operations.
      4. Disability Processing Branch (S2RA7): serves as a national resource by providing support to various disability processes for the State DDSs.
    5. The Assistant Associate Commissioner for International Operations (S2RE) plans and directs a major portion of the operations administered by OCO. He/she is responsible for a division which oversees dispersed foreign claims operations.
      1. The Division of International Operations (DIO) (S2RE1) directs and coordinates activities pertinent to developing and processing foreign claims. It oversees the processing of requests for Social Security numbers from individuals residing in foreign countries, and the development and initial adjudication of Retirement, Survivors, Disability and Health Insurance claims filed abroad, including cases filed under totalization agreements. It also directs the reconsideration and continuing disability review of such disability claims. It directs the processing of post-entitlement actions, the determination of fees for attorneys and other representatives, and the proper application of tax liability to benefit payments abroad. DIO is the focal point for SSA debt management activities regarding foreign claims and benefits. It determines the proper payees for beneficiaries; recovers or waives overpayments; and processes nonreceipt-of-benefits allegations. It provides input or responds to congressional, critical, sensitive, hardship and controlled correspondence cases; associates material; maintains records and prepares notices and correspondence. It provides translation services to SSA, prepares claims material for appealed cases, reconsiders adverse claims involving benefits for persons in foreign countries, makes findings of administrative finality and applies regulations governing the disclosure of confidential records. This division also serves as liaison with the Department of State, other Government agencies and SSA components on matters pertaining to the administration of the SSA program abroad. It provides technical direction and guidance to Social Security representatives stationed overseas and appraises the role of foreign service posts in administering the Social Security program abroad. It participates in negotiations with foreign government representatives, negotiates operational accords and procedures with foreign Social Security agencies for the implementation of agreements, develops requirements for totalization processing and oversees the implementation of totalization agreements. The division provides liaison with the Department of State and other Government agencies to ensure SSA operations, systems and administrative policies and procedures are correctly carried out as they affect the Social Security program overseas. It evaluates Social Security representatives stationed overseas and ensures that necessary administrative support is provided to carry out SSA’s mission abroad. It also furnishes information about Social Security foreign program matters and concerns to other SSA components, other Government agencies, members of Congress and the public. It prepares some forms and procedures for OCO and foreign service post employees; and participates with the Office of International Policy in the development of field office instructions, applications, notices, public information materials and systems requirements, for totalization processing. The division continually evaluates the processing of cases under existing agreements.
    6. The Assistant Associate Commissioner for Earnings Operations (S2RB) is responsible for planning and directing a major portion of the operations administered by OCO. He/she is responsible for the planning and direction of two divisions and a DOC that establish and maintain earnings and enumeration records supporting Social Security programs.
      1. The Division of Earnings Record Operations (S2RB1):
        1. Answers inquiries about earnings records, including earnings discrepancies; investigates and adjusts incorrectly reported earnings items; and resolves discrepancies where SSA records disagree with individual allegations of services rendered or remuneration received.
        2. Certifies earnings record data to FOs and PSCs for use in the adjudication of RSDI cases.
        3. Reviews determinations regarding the correctness of earnings data, coverage, increment years, total earnings, closing dates, primary insurance amounts and, in disability cases, determinations as to whether work requirements are met. Makes these determinations when needed.
        4. Makes determinations as to coverage under the Social Security Act, as amended, of services performed by employees or self-employed individuals in earnings disagreement cases, if a claim for benefits has not been filed.
        5. Maintains files of microfilmed employer wage reports, self-employed income reports, detailed earnings listings and a file of earnings reported incorrectly or incompletely by employers or by self-employed individuals.
        6. Provides information on all SSA-administered programs in response to telephone inquiries and requests for assistance from the public through SSA’s 800 Number system.
      2. The Division of Business Services (S2RB2):
        1. Corresponds with employers and the Internal Revenue Service about the correction and processing of employer wage reports.
        2. Investigates and corrects improperly reported earnings items.
        3. Receives and uploads Annual Wage Reporting (AWR) data electronically to SSA headquarters computers. Investigates and resolves security and software compatibility issues.
        4. Responds to telephone and internet inquiries received from employers and third parties to conduct business electronically through SSA’s Business Services Online.
      3. The Wilkes-Barre Data Operations Center (S2RB-F3):
        1. Receives, examines and processes paper annual wage reports and other SSA program data through image-based data capturing and telecommunications systems for input to SSA headquarters computers.
        2. Electronically edits, validates and balances source data, and transmits products timely to the SSA headquarters computer complex.
        3. Contacts beneficiaries, representative payees, field office personnel and/or program service center personnel to resolve post-eligibility systems exception output.
        4. Provides information on all SSA-administered programs in response to telephone inquiries and requests for assistance from the public through SSA’s 800 Number system.
    7. The Assistant Associate Commissioner for Management and Operations Support (S2RC) is responsible for the direction of five centers, which perform systems, management, program, material resources, personnel management services, and security and integrity support functions for OCO.
      1. The Center for Information Technology (S2RC1):
        1. Provides automated data processing (ADP) hardware and software support for OCO. Conducts analyses relating to user software application development, contract maintenance and equipment use.
        2. Integrates and controls benefit payment processing operations.
        3. Tests and validates systems enhancements.
        4. Directs the development of long-range OCO systems planning and evaluates ongoing systems requirements.
        5. Provides technical advice and information to managers and employees in OCO about systems development and changes that affect operations.
        6. Provides programming, scheduling and operating support for automated operational, administrative, managerial and statistical computer programs for OCO and other SSA components.
        7. Develops technical requirements for information reporting systems. Maintains the OCO magnetic tape library.
        8. Coordinates systems support services.
      2. The Center for Program Support (S2RC3):
        1. Conducts operations analyses and provides support to the Associate Commissioner for Central Operations to resolve operational and procedural problems.
        2. Reviews existing and proposed operating procedures to determine their effectiveness. Modifies or devises interim instructions, as necessary.
        3. Monitors legislative activities, Commissioner decisions and other sources to determine their potential impact on OCO organizations and/or operations.
        4. Identifies and determines the impact of existing or new workloads to be processed.
        5. Develops comprehensive programs designed to assess and evaluate the impact of systems modernization plans on OCO functions, components and positions.
        6. Designs and conducts studies to analyze programmatic office automation activities, technology needs and systems operations in order to recommend enhancements to capabilities. Evaluates systems changes prior to implementation and conducts post-implementation analyses.
      3. The Center for Material Resources (S2RC4):
        1. Provides central microfilm storage and retrieval services to OCO.
        2. Develops and maintains contracts for microphotographic services for SSA.
        3. Procures items within the limits of the delegated authorities afforded OCO, essential to the operation.
        4. Coordinates health and safety matters, laborer services, transportation, projects concerning the maintenance and performance of capitalized equipment and submittals for equipment, furniture and supplies.
        5. Coordinates OCO budget development, resource planning, and management matters.
      4. The Center for Human Resources (S2RC5):
        1. Exercises appointing authorities in accordance with law and Office of Personnel Management (OPM) regulations, policies and procedures.
        2. Administers the merit promotion process for bargaining and non-bargaining unit employees.
        3. Recruits and examines new hires.
        4. Effects personnel actions in the Department of the Interior Federal Personnel and Payroll System.
        5. Maintains applicant supply files.
        6. Establishes and maintains Official Personnel Folders.
        7. Conducts entry-on-duty processing for new employees.
        8. Administers Federal Group Life Insurance and Thrift Savings Plan programs.
        9. Reviews for accuracy and compliance, approvals of recruitment and relocation bonuses.
        10. Investigates and prepares responses to administrative backpay claims and waivers of overpayments.
        11. Processes workers' compensation claims.
        12. Plans organizational changes.
        13. Administers the Performance Management and Recognition program.
        14. In the area of Labor Management and Employee Relations: Maintains responsibility for all aspects of the mid-term and impact and implementation bargaining process that pertain only to OCO; process grievances through all steps of the grievance procedure; in consultation with the Office of General Counsel, represent OCO managers at all stages of the arbitration process, including the preparation of position papers and briefs; and process all aspects of systems violations in accordance with guidance issued by the Office of Human Resources and the Deputy Commissioner for Operations.
        15. Develops and conducts OCO-wide operational training and employee development activities. Analyzes and evaluates training and effectiveness. Ensures that required agency-level, other Government agency, and private vendor training is provided.
      5. The Center for Security and Integrity (S2RC6):
        1. Performs independent integrity reviews to detect and prevent employee and beneficiary fraud. Plans, develops and implements the OCO security program, conducts security reviews. Reviews potential employee and beneficiary fraud cases and determines whether cases will be referred for prosecution.
        2. Serves as a liaison with auditing and investigative agencies (OIG, Government Accountability Office (GAO), etc.) on matters impacting the integrity of OCO operations.
        3. Designs and conducts validation and other special studies to evaluate and foster integrity in Social Security programs overseas.
        4. Conducts security awareness and local security officer training and is responsible for Office of Earnings Operations’ procedure and administration.
        5. Administers the full range of program services for Individuals of Extraordinary National Prominence (IENP).

 

SSA ORGANIZATION MANUAL

Subchapter S2S

OFFICE OF ELECTRONIC SERVICES AND TECHNOLOGY

  1. Mission

    The Office of Electronic Services and Technology (OEST) is the lead for SSA’s development and implementation of electronic services. This includes coordinating the overall agency requirements and fostering a collaborative framework among various SSA components involved with electronic service delivery. OEST ensures delivery of automation support to meet end users' needs to deliver accurate, caring efficient public service while providing a favorable environment for OEST employees. OEST is responsible for integrating service delivery and employee concerns with modern technology. In concert with the Deputy Commissioner for Systems (DCS) and other headquarters components, it determines and defines DCO requirements for software, hardware and electronic service delivery support. OEST directs user evaluations to ensure that technology meets DCO needs and coordinates all implementation activities. Working with DCS, it ensures that the most recent technology is integrated into the operations of all DCO components.
  2. Organization
    1. The Associate Commissioner for Electronic Services and Technology (S2S)
    2. The Deputy Associate Commissioner for Electronic Services and Technology (S2S)
    3. The Immediate Office of the Associate Commissioner for Electronic Services and Technology (S2S)
    4. The Division of Innovation and Service Delivery (S2SJ)
    5. The Division of Programmatic Applications (S2SG)
    6. The Division of Programmatic Applications Support (S2SK)
    7. The Division of Security and Authentication (S2SH)
    8. The Division of Service Delivery Support (S2SL)
    9. The Division of Technology Support (S2SM)
  3. Functions
    1. The Associate Commissioner for Electronic Services and Technology (S2S) is directly responsible to the DCO for carrying out OEST’s mission and provides general supervision to the major components of OEST.
    2. The Deputy Associate Commissioner for Electronic Services and Technology (S2S) assists the Associate Commissioner in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.
    3. The Immediate Office of the Associate Commissioner for Electronic Services and Technology (S2S) provides the Associate Commissioner with staff assistance on the full range of his/her responsibilities including monitoring major agency initiatives.
    4. The Division of Innovation and Service Delivery (S2SJ):
      1. Works with the systems, policy, security, training and personnel components during the development and implementation of title II, title XVI, and Medicare modernized software to ensure that security, user and operational needs are satisfied within DCO.
      2. Works with DCO user components to define the operation requirements for title II, title XVI, and Medicare modernized software, training materials and procedural support and helps shape the directions the agency takes to meet these needs.
      3. In concert with the Office of Systems, ensures that functional requirements for title II, title XVI, and Medicare are accurate, straightforward and efficient and support the mission of providing high quality public service.
      4. Evaluates with the Office of Systems and DCO users all title II, title XVI, and Medicare modernized software and support material prior to implementation to confirm that operational requirements have been met and that effective and efficient audit and security controls are in place to deter and detect improper systems usage for fraudulent purposes.
      5. Coordinates DCO user component title II, title XVI, and Medicare software implementation activities and provides help desk support for problem reporting, analysis and remedial measures as well as providing procedural clarification.
      6. Works with the Office of Systems to monitor and support title II, title XVI, and Medicare national software and online and batch systems performance on behalf of the operational end user to ensure that operational expectations and performance standards are satisfied.
      7. Develops and manages effective mechanisms to evaluate user reaction to title II, title XVI, Medicare modernized software and support materials in order to help define, shape, and refine future agency approaches to modernized software development.
    5. The Division of Programmatic Applications (S2SG):
      1. Plans, develops and implements the Public Key Infrastructure needed to support the agency’s Internet business processes.
      2. Identifies emerging technologies that can be used to improve SSA’s service to the public.
      3. Fosters partnerships with public and private entities to solve global electronic services delivery issues; develops a global electronic service delivery infrastructure supportive of SSA’s service delivery goals.
      4. Represents SSA on boards and committees charged with exploring the use of technology in providing service to the public.
      5. Works under the direction of the Commissioner in developing the interagency partnerships and common business processes for electronic government.
    6. The Division of Programmatic Applications Support (S2SK):
      1. Serves as the focal point for user components to define operational requirements for electronic service delivery initiatives/issues. Examples of such initiatives include Internet and Intranet access and application development, data exchanges with local, State and Federal agencies and walk-up information systems in a kiosk environment that are self-service, client initiated and client specific.
      2. Supports field components in integrating electronic service delivery technology into day-to-day environments.
      3. Identifies operational needs and works through other headquarters components to plan, direct, and evaluate the expansion of SSA monthly benefit applications and other documents that can be completed and submitted for processing via the Internet.
      4. Consistent with operational needs, works to promote the agency’s purchase of electronic data from private/commercial sources for use in SSA application processes.
      5. Works with other SSA components to ensure that operational needs are addressed in the development of policies governing the agency’s optional use and acceptance of electronic documents and signatures.
      6. Works with the systems, policy, security, training and personnel components during the development and implementation of all Enumeration, Earnings, Data Exchange, Queries and Electronic Processing modernized software to ensure that security, user and operational needs are satisfied within Operations.
      7. Works with DCO user components to define the operational requirements for Enumeration, Earnings, Data Exchange, Queries and Electronic Processing modernized software, training materials and procedural support and helps shape the directions the agency takes to meet these needs.
      8. In concert with the Office of Systems, ensures that Enumeration, Earnings, Data Exchange, Queries and Electronic Processing functional requirements are accurate, straightforward and efficient and support the mission of providing high quality public service.
      9. Evaluates with DCO and DCO users all Enumeration, Earnings, Data Exchange, Queries and Electronic Processing modernized software and support material prior to implementation to confirm that operational requirements have been met and that efficient audit and security controls are in place to deter and detect improper systems usage and fraudulent purposes.
      10. Coordinates DCO user components for Enumeration, Earnings, Data Exchange, Queries and Electronic Processing software implementation activities and provides help desk support for problem reporting, analysis and remedial measures as well as providing procedural clarification.
      11. Works with the Office of Systems to monitor and support Enumeration, Earnings, Data Exchange, Queries and Electronic Processing national software and online and batch systems performance on behalf of the operational end user to ensure that operational expectations and performance standards are satisfied.
      12. Develops and manages effective mechanisms to evaluate user reaction to Enumeration, Earnings, Data Exchange, Queries and Electronic Processing modernized software and support materials in order to help define, shape and refine future agency approaches to modernized software development.
    7. The Division of Security and Authentication (S2SH):
      1. Ensures the agency follows authentication guidance from the Office of Management and Budget (OMD) and authentication technical standards from the National Institute of Standards Technology.
      2. Sets authentication policy, conducts authentication risk assessments and partners with other agency offices to develop authentication processes.
      3. Investigates industry trends to learn about new technology that can help strengthen the agency’s authentication techniques.
    8. The Division of Service Delivery Support (S2SL):
      1. Coordinates with the Office of Systems and DCO components to ensure User Acceptance Testing (UAT) of DCO software implementation, upgrades and fixes.
      2. Provides leadership and technical advice, and promotes collaboration to ensure coordination, communication, and uniformity for OEST initiatives, processes, and projects.
      3. Serves as the focal point for the development of programmatic and IT skills.
      4. Serves as the focal point for user components to define operational requirements for the integration of all programmatic software and seamless processing.
      5. Supports Operations components assuring proper technical support with Internet applications for agency technicians.
      6. Represents OEST in meetings, workgroups, planning sessions, etc. to ensure Operations’ position is articulated effectively to facilitate OEST’s work from a systems, policy, and programmatic standpoint.
      7. Facilitates coordination, communication and quality across OEST, ensuring quality support for DCO field and headquarters components.
      8. Leads enhanced communication between OEST partners and customers to identify collaborative opportunities with front-line components and employees.
      9. Through coordination and analytical measures, supports Operations components in their efforts to prepare for and obtain modern information technology hardware and software through the ITAB process.
    9. The Division of Technology Support (S2SM):
      1. Serves as the focal point for user systems planning within Operations. Working with the Office of Systems, determines and defines the technological hardware needs for the operational components and promotes the acquisition, effective implementation and innovative usage of this technology.
      2. Identifies operational needs and works through the Office of Systems to evaluate and promote the implementation of state-of-the-art technologies such as imaging, storing and retrieval alternatives, and optical disk capabilities that can modernize and streamline labor-intensive current processes.
      3. Provides leadership in the management of automated computer processes resident in OCO, ODO, PSCs, FOs and the DOC and identifies and defines support requirements, such as procedural and technical training needs, to ensure the smooth operation of those computer processes.
      4. Arranges with the appropriate technical staff in the systems components to provide technical training when needed and provides oversight in the management of operating software, version control and scheduling of these local computer operations.
      5. Ensures that modern technology serves the needs of all Operations employees, including those employees with disabilities.
      6. Supports field components in their efforts to integrate modern technology into day-to-day work environments and articulates user needs as the agency moves into distributed processing platforms and office automation/local intelligence arenas.
      7. Ensures that proper technical support, including procedural instructions and comprehensive user training, is provided for these distributive platforms, such as local area networks, where needed.
      8. Identifies operational needs and represents Operations through coordination activities with the Architectural Review Board.
      9. Works with agency components dealing with all strategic planning and IT implementation activities.
      10. Serves as the focal point and provides leadership in the area of application development for all Operations components.
      11. Coordinates with other Operations and Systems components to identify current and emerging technology to evaluate its potential use in Operations. Leads/participates in the testing, evaluating, and implementation of that technology.
      12. Collaborates with other agency components to identify problems and develop solutions designed to increase accuracy, productivity, and timeliness while reducing costs and improving service.
      13. Develops assistive tools and utilities to address issues that affect the quality of the agency’s work and to increase accuracy and efficiency.