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Social Security Administration Case Study
Email: trellstrom@liberty.edu
Abstract
This paper examines the challenges faced by the Social Security Administration (SSA) in
delivering benefits efficiently amidst budget cuts, increased caseloads, and bureaucratic barriers.
The study highlights a partnership that has emerged between the SSA and client advocates,
which has improved the application and appeal process for disability benefits. Through a case
study involving a veteran, the paper illustrates how this partnership has alleviated stress and
frustration for both claimants and the agency. The findings suggest that a collaborative approach
between government agencies and advocates can enhance service delivery and address the needs
of those requiring assistance. The study calls for a similar partnership model to be implemented
in other government agencies to improve outcomes for individuals requiring support.
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Social Security Administration Case Study
Facts
The Social Security Administration (SSA) unlike many federal government bureaucracies
conducts dual functions of “a social welfare organization and a typical large federal agency.”
(Cropf, Giancola, & Loutzenhiser, 2012, p. 11). The SSA is comprised of three specific areas of
influence. One program is Old Age and Survivor Insurance (OASI) which comes from a trust
fund supplied by payroll taxes enacted under the Federal Insurance Contributions Act and the
Self-Employment Contributions Act. (ssa.gov, n.d.). The trust fund produces “monthly benefits
to retired-worker (old age) beneficiaries and their spouses and children and to survivors of
deceased insured workers.” (ssa.gov, n.d.). This portion of SSA was established in “the Social
Security Act Amendments of 1939” and went into service on “January 1, 1940.” (ssa.gov, n.d.).
The second program is Supplemental Security Income (SSI) which disperses payments to
limited income children with disabilities, or persons who “are sixty-five or older, blind, or have a
qualifying disability.” (ssa.gov, n.d.). SSI went into effect in 1972, by defining qualifications and
eligibility (ssa.gov, n.d.). Payments to recipients commenced in January of 1974 (ssa.gov, n.d.).
The third program is the Disability Insurance (DI) Trust Fund. This fund supplies money
“to disabled-worker beneficiaries and their spouses and children.” (ssa.gov, n.d.). The Disability
Insurance Trust Fund was enacted in “the Social Security Act Amendments of 1956.” (ssa.gov,
n.d.). The Disability Insurance Trust Fund went into effect on January 1, 1957 (ssa.gov, n.d.).
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Social Security Administration Case Study
Recently the SSA has been mired in its own bureaucracy. The organization was designed
to serve the people in need of the benefits it administers. However, due to the SSA’s “size and
scope,” like other federal agencies, it is a “top-down bureaucracy” (Cropf, Giancola, &
Loutzenhiser, 2012, p. 11). In an effort to rise above the volumes of policy manuals, red tape,
and rigid structure, the agency has made strides to emphasize “a more flexible response” and
encourage more employee initiative (Cropf, Giancola, & Loutzenhiser, 2012, p. 11).
Social Security Commissioner JoAnn Barnhart has introduced new goals, “service,
stewardship, staff, and solvency.” (Cropf, Giancola, & Loutzenhiser, 2012, p. 11). Faced with
budget cuts, diminished staffs, and increasing caseloads, SSA employees have to adapt to
“achieve an ambitious agenda” in delivering benefits. (Cropf, Giancola, & Loutzenhiser, 2012,
p. 11). Along with the four S’s mentioned above, the employees are expected to “exhibit the
values of respect, responsiveness, and reliability” in meeting their current challenges (Cropf,
Giancola, & Loutzenhiser, 2012, p. 11).
An example of the ballooning case load is that in the time period between 2000 and 2005,
disability insurance claims rose to over 2 million annually, an increase of 60%. (Cropf,
Giancola, & Loutzenhiser, 2012, p. 11). Just for the disability benefits alone, expenditures of
billions of dollars are required to meet the demands. (Cropf, Giancola, & Loutzenhiser, 2012, p.
11). Attributed to the sheer volume of cases, not to mention the budget cuts and reduced
personnel, major case backlogs have arisen and delay benefits for months and even years.
(Cropf, Giancola, & Loutzenhiser, 2012, p. 11).
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Social Security Administration Case Study
One more issue that continues to bedevil the situation is every state has its own Disability
Determination Service (DDS), each with its own set of criteria and standards (Cropf, Giancola,
& Loutzenhiser, 2012, p. 12). Only after clearing the state’s DDS, does a claim get referral to the
federal SSA (Cropf, Giancola, & Loutzenhiser, 2012, p. 12). The Social Security Administration
and the Disability Insurance program are overwhelmed with claims. They are challenged in
technology, have insufficient resources, and inadequate funding and manpower to address the
duties and services the agency must deliver.
Decision
In Max Weber’s “Division of labor and functional specialization—work is divided
according to type and purpose, with clear areas of jurisdiction marked out for each working unit
and an emphasis on elimination of overlapping and duplication of functions.” (Milakovich &
Gordon, 2013, p. 146). While an admirable theory, the American bureaucratic system “was not
designed principally for efficiency, but for accountability and equity, with divided lines of
authority and considerable discretionary power.” (Milakovich & Gordon, 2013, p. 149).
Federalism and the U.S. Constitution create spheres of influence between state and federal
government. (Fischer, 2013, p. 4). In the case of the SSA, this disconnect impedes the process of
getting citizens needed aid and assistance. This “deliberate inefficiency…dictated by the U.S.
Constitution and the existing decentralized political culture” hinders the efficient execution of
the SSA’s mission (Milakovich & Gordon, 2013, p. 149).
Solution
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Social Security Administration Case Study
Throughout the chaos and turmoil in the SSA, a cottage industry has blossomed. “The
client advocacy community” is made up of individuals who have learned to navigate the
intricacies of a disability claim. (Milakovich & Gordon, 2013, p. 13). Due to the fact that, “the
average disabled worker does not possess the ability or skills to navigate this path by
himself/herself,” third party advocates serve the purpose of acting as mediators between SSA
staff and claimants. (Milakovich & Gordon, 2013, p. 13).
The SSA bureaucracy, rather than being pressured by these advocates, has recognized
these valuable members of the process and embraced their efforts. The SSA and advocates have
entered into a de facto partnership that makes the advocates surrogate members of the
bureaucracy. Advocates have become “experts in the appeals and application processes.”
(Milakovich & Gordon, 2013, p. 13). Because the advocates ensure that documentation is
correct, the SSA has “come to have a true appreciation for the role advocates play in expediting
many aspects of” the application and appeals process. (Milakovich & Gordon, 2013, p. 13).
What once was a contentious and acrimonious relationship, has become a “truly collaborative”
partnership, out of necessity, between the SSA and advocates. (Milakovich & Gordon, 2013, p.
14).
Conclusion
The Social Security case study gave us an example of an extreme case. Vince Rogov
served his country in Iraq and was left with mental scars from his time in combat. The mental
health issues he was dealing along with other medical disorders, precluded him from gainful
employment. (Milakovich & Gordon, 2013, p. 14). As Vince’s case drug on with slow progress
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Social Security Administration Case Study
on his claim, he enlisted the help of Mike Lawrence as an advocate. After repeated repudiations,
as they were preparing for an appeal with the administrative law judge, Vince “wanted to get
together with all the parties because he was going to shoot everyone: the field worker, Mike, the
ALJ, and himself.” (Milakovich & Gordon, 2013, p. 14).
Although there are extreme cases like Vince Rogov’s, from the case study, generally the
advocacy-agency partnership alleviates stress and frustration, frankly on both sides, and has
made the solutions more achievable. It is amazing that this partnership has organically grown to
address a severe need. It would be amazing if similar agencies had this type of
government/advocate partnership garnering such positive results.
Some might argue that families or religious organizations would be better suited for these
services if the government would provide grants and funding. Either way that the services are
rendered, privately, or publicly, by individuals, families, churches, state or local agencies,
businesses, non-profits, or the federal government, the need is vast and ever present. (Fischer,
2013, p. 4). The Bible has shown us mandates for helping those less fortunate and in need:
“Honor widows who are real widows for if a widow has children or grandchildren, let
them first learn their religious duty to their own family and make some return to their
parents; for this is acceptable in the sight of God. She who is a real widow, and is left all
alone, has set her hope on God and continues in supplications and prayers night and day;
whereas she who is self-indulgent is dead even while she lives. Command this, so that
they may be without reproach. If any one does not provide for his relatives, and
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Social Security Administration Case Study
especially for his own family, he has disowned the faith and is worse than an unbeliever.”
(Revised Standard Edition Bible, 1972, 1 Timothy 5:3-8).
References
Cropf, R.A., Giancola, J. M., & Loutzenhiser, K. K. (2012) The Public Administration Casebook
(1st ed.). Pearson Education, Inc.
Fischer, K. J. (2013). Biblical Principles of Government. Helms School of Government, Liberty
University. https://digitalcommons.liberty.edu/cgi/viewcontent.cgi?
article=1530&context=gov_fac_pubs
Milakovich, M.E. & Gordon, G. J. (2013) Public Administration in America (11th ed.). Cengage
Learning.
Revised Standard Edition Bible (1972). Thomas Nelson Publishers.
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Social Security Administration Case Study
ssa.gov. (n.d.). Disability Insurance Trust Fund. Social Security Administration. Retrieved
March 11, 2024, from: https://www.ssa.gov/oact/progdata/describedi.html.
ssa.gov. (n.d.). Old Age & Survivors Insurance Trust Fund. Social Security Administration.
Retrieved March 11, 2024, from: https://www.ssa.gov/oact/progdata/describeoasi.html
ssa.gov. (n.d.) Supplemental Security Income Program Description and Legislative History.
Social Security Administration. Retrieved March 11, 2024, from:
https://www.ssa.gov/policy/docs/statcomps/supplement/2012/ssi.html#:~:text=Payments
%20under%20SSI%20began%20in,a%20statutory%20federal%20benefit%20rate
ssa.gov. (n.d.) What is the Supplemental Security Income (SSI) program and how can I apply?
Social Security Administration. Retrieved March 11, 2024, from: https://faq.ssa.gov/en-
us/Topic/article/KA-02274
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