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Case Study Critique: Social Security Administration Case
Abstract
This case review will analyze the Social Security Administration (SSA) and its handling
of disability claims. More specifically, it will discuss the denied claims of an army veteran and
the process he is forced to go through to ensure his claim is appropriately addressed. This review
will then conclude with recommendations for SSA implementation to be more thorough and
responsive to applicants' cases.
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Case Study Critique: Social Security Administration Case
Introduction
A government organization that serves the citizens in the social welfare space is in a
unique position in that their sole existence is to provide for others just as a non-profit
organization would, all the while being a bureaucratic-run organization that isn't immune to the
whims of politics. This SSA case provides us with an example of how an organization that has
the self-assigned goals of "service, stewardship, solvency and staff" (Cropf 2015 p10),
sometimes fails to exemplify and force a veteran to seek third-party assistance unnecessarily in
working through the SSA system.
Facts
The SSA is a social welfare organization within the federal government of the United
States of America. They are charged with several programs designed to assist the citizens of the
United States. These programs include Disability Insurance (DI), Old Age and Survivor
Insurance (OASI), and Supplemental Security Income (SI). This case involves Vince Rogov and
his attempt to obtain disability insurance for his multiple health problems, including both
cardiovascular issues, back issues, as well as mental health issues which may have led to
multiple arrests. Despite his well-documented health and mental issues, Rogov had been denied
social security benefits on multiple occasions. One of the problems in the handling of cases like
Rogov's is the manner in which these claims are filed. To reduce the caseload of federal-level
SSA employees, the SSA has pushed down the initial intake of these claims to the states.
Pushing these duties to the state level increases the inconsistency in the handling of each claim,
as each stay is free to its own interpretations. Once the application passes to the federal SSA,
where it is further reviewed by caseworkers and likely includes physician input as well. Here
lies the problem for Rogov. He has been denied his claim and is now left to work through the
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Case Study Critique: Social Security Administration Case
appeals process. Here lies another issue in the SSA application system. There is largely only an
internal review or audit once benefits are approved but not when denied. While reviewing the
approved claims to ensure that they are not being fraudulently obtained is vitally important, the
review of those claims that are being denied should be considered as well to ensure those who
need help actually receive it. A culture shift that could help within the SSA could be to begin to
see the citizens that seek their services as customers, not just citizens. Shafritz and Hyde (2012)
did a great job of pointing out the difference between the two when they said, "By "customer,"
we do not mean "citizen." A citizen can participate in democratic decision-making; a customer
receives benefits from a specific service. All Americans are citizens. Most are also customers:
of the U.S. Postal Service, the Social Security Administration, the Department of Veterans
Affairs, the National Park Service, and scores of other federal organizations (p. 518). When
government agencies who provide direct consumer services view the people who use seek their
services as mere citizens, it is easy to have a distant, cold, and factually only response. Whereas
when the workers take an attitude similar to a business that must fight for their customers, they
treat them with a completely different outlook and sense of service.
Lastly, the final issue is that the appeals process requires the assistance of a third-party
advocacy group. While it is a great thing that there are people who devote their careers to assist
people in navigating the highly specialized and deep legal procedures and expertise. But therein
lies the problem. In an effort to be professional and consistent, the processes are too difficult and
too complex that the common person is unable to navigate them on their own. And though they
can receive assistance, it will come at the cost of 25% of their benefit, which is a benefit they
desperately need. In this case study, Rogov enlisted the assistance of Mike Lawrence, who
assisted in gathering additional information about Rogov's condition and believed with proper
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Case Study Critique: Social Security Administration Case
representation that, Rogov could be successful in his appeal. Unfortunately, the timing of the
legal proceedings left Rogov in a place in which his psychiatric illnesses drove him to
communicate hostile intent towards all of those involved in the process, including Lawrence.
This frustration is not uncommon, as the 2021 Veteran Suicide Prevention Annual Report (2021)
states there are an average of 17.2 veteran suicides each day (p 5)
Solutions
With all of those issues and more in mind, the obvious question is what to do about it.
And that question then opens up many others, such as:
1. Should SSA remain a federal-based entity, or should it be pushed down to the states
to administer?
2. Should the SSA be transitioned into a government corporation with a director that is
hired based on merits rather than a political appointee.
A viable solution is likely a mix of options as well as the updating of culture, rules, and
regulations as listed below:
1. Begin to view benefit applicants as customers and not merely citizens.
2. Create and enforce a standardized set of regulations that each state much follow.
There is value in the SSA system being federalized and consistent nationwide. It
simply needs to be consistent.
3. Reduce the red tape and make benefits more obtainable for those that need them.
Create review processes that are in place for both approved and denied claims
equally.
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Case Study Critique: Social Security Administration Case
4. Bring advocacy groups in-house and be offered at no cost for those whose appeals are
approved. Only those whose claims are found to be fraudulent should be charged
with the fees associated with the added representation.
Conclusion
The Social Security Administration undoubtedly is in need of substantial reform, but it
does not need a giant shift in mission, but rather should return to the ideals that its leaders hold as
its mission, service, and stewardship. While the employees may enjoy their work, there must be
a change in how they go about the work because it is very meaningful and impactful on their
customers, the citizens of the United States.
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Case Study Critique: Social Security Administration Case
References
(2021). 2021 National Veteran Suicide Prevention Annual Report. Retrieved 11 26, 2022, from
https://www.mentalhealth.va.gov/docs/data-sheets/2021/2021-National-Veteran-Suicide-
Prevention-Annual-Report-FINAL-9-8-21.pdf
Cropf, R. A. (2015). The Public Administration Casebook. Taylor and Francis. doi:DOI:
10.4324/9781315662404-11
Shafritz, J. M., & Hyde, A. C. (2015). Classic of Public Administration (8 ed.). Boston , MA:
Cengage Learning US. Retrieved from
https://mbsdirect.vitalsource.com/books/9781305887268
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