Organizational Structure of the
Social Security Administration

SSA ORGANIZATION MANUAL 

Chapter S2
OFFICE OF THE DEPUTY COMMISSIONER, OPERATIONS

The Office of the Deputy Commissioner, Operations (ODCO) directs and manages central office 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.     Provides budget and management guidance for the disability claims activities as carried out by the State Disability Determination Services (DDS). 

II.             Organization 

A.         The Deputy Commissioner, Operations (S2).

B.        The Assistant Deputy Commissioner, Operations (S2).

C.        The Immediate Office of the Deputy Commissioner, Operations (S2A).                      

D.        The Office of Central Operations (S2R).

E.        The Office of the Regional Commissioner (S2D).

F.    The Office of Disability Determinations  (S2T).

G.         The Office of Public Service and Operations Support (S2N).

H.        The Office of Telephone Services (S2Q).

I.            The Office of Automation Support (S2L).

J.           The Office of Electronic Services (OES) (S2S).

 

III.            Functions

                                       

A.         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.

B.        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.

C.        The Immediate Office of the Deputy Commissioner, Operations (S2A) provides the Deputy Commissioner with staff assistance on the full range of his/her responsibilities.                     

D.        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 person 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 the Office of Disability Adjudication and Review in processing case backlogs including writing draft decisions on cases decided by Administrative Law Judges.  Also, assists State Disability Determination Services 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.  

E.        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 disability determination services (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 RO, the Office of Disability Adjudication and Review offices in the region and, in region 3, the DOC to ensure effective coordination of SSA activities at the regional level.

F.   The Office of Disability Determinations (S2T)provides operational standards, instructions, operational and procedural advice, technical support, and management direction to central office, 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.

G.         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, Operations (DCO), and conducts studies and analyses.  Provides broad operations support to FOs, TSCs, PSCs, and the Office of Central Operations. 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.

H.        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.

I.        The Office of Automation Support (OAS) (S2L) 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.   OAS directs user evaluations of new technology assuring that technology considered for adoption meets DCO needs.  It also coordinates all implementation activities.  OAS develops, implements and administers evaluative tools for hardware purchases, software development and electronic service delivery.   It assures that the most recent appropriate technology is integrated into the operations of all DCO components. 

J.            The Office of Electronic Services (OES) (S2S) is the lead for SSA’s development and implementation of electronic services.  Under the direction of the Agency Chief Information Officer, the organization also works with other federal agencies on interagency electronic service delivery initiatives.  

SSA ORGANIZATION MANUAL

Subchapter S2D
 OFFICE OF THE REGIONAL COMMISSIONER 

I.               Mission           

The Office of the Regional Commissioner (ORC) serves as the principal SSA component at the regional level and assures 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 (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 and a data operations center to ensure effective coordination of SSA activities at the regional level.  When mutually agreed, provides support to the Office of Disability Adjudication and Review and/or specific State Disability Determination Services.  

II.                Organization 

A.        The Regional Commissioner (S2D1-S2DX).

B.        The Deputy Regional Commissioner (S2D1-S2DX).

C.       The Immediate Office of the Regional Commissioner (S2DB-S2DX).

D.       The Office of the Assistant Regional Commissioner for Management and Operations Support (S2D1G-S2DXG).

E.        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).

F.        The Office of the Teleservice Center Operations Manager (S2D2H, S2D6H).

G.       The Office of the Assistant Regional Commissioner for Processing Center Operations (S2D25,35,45,55,75,95).

H.        The Mega Teleservice Center (S2DXJ).  

III.      Functions                                                  

A.         The Regional Commissioner (S2D1-S2DX) is directly responsible to the Deputy Commissioner, Operations, for carrying out the Regional Commissioner's (RC) mission and managing the respective SSA regional organizations.

B.        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.

C.        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.

D.        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 (Office of the Inspector General [OIG], Office of General Counsel [OGC], Office of Quality Performance and Office of Disability Adjudication and Review.

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 (RSI), title XVI (SSI) 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 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 DS 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.  Facilitates the planning, development and direction of the acquisition, procurement and contracting activities for the region, including the establishment and maintenance of internal operating procedures, policies, controls and reports necessary to facilitate responsible acquisition, procurement and contract management. 

14.  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 GSA to obtain new space, relocate or expand facilities and resolve problems in building services and protection.

15.  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.

E.           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.  Assures 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.

F.         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.

G.        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 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 (SMI) 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 the Office of Disability Adjudication and Review in processing case backlogs including writing draft decisions for cases decided by Administrative Law Judges.  Also, assists State Disability Determination Services by developing and adjudicating backlogged disability claims as arranged by mutual agreement.

H.        The Mega Teleservice Center (S2DXJ).

1.      Provides leadership and direction in the management and operation of the Mega Teleservice Center.  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 S2L

   OFFICE OF AUTOMATION SUPPORT 

                      

I.               Mission 

 

The Office of Automation Support (OAS) ensures delivery of automation support to meet end users' needs to deliver accurate, caring, efficient public service while providing a favorable environment for OAS employees.  OAS is responsible for integrating service delivery and employee concerns with modern technology. In concert with the Deputy Commissioner for Systems (DCS) and other central office components, it determines and defines DCO requirements for software, hardware and electronic service delivery support.  OAS 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.

 

II.             Organization 

 

A.        The Associate Commissioner, Office of Automation Support (S2L).

B.        The Deputy Associate Commissioner, Office of Automation Support (S2L).

C.       The Immediate Office of the Associate Commissioner, Office of Automation Support (S2L).

D.       The Software Implementation Process Team (S2LA).

E.        The Technology Support Process Team (S2LB).

F.        The Electronic Service Delivery Process Team (S2LC).

 

III.            Functions

 

A.        The Associate Commissioner, Office of Automation Support (S2L) is directly responsible to the Deputy Commissioner, Operations for carrying out OAS' mission and provides general supervision to the major components of OAS.

B.        The Deputy Associate Commissioner, Office of Automation Support (S2L) assists the Associate Commissioner in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.

C.       The Immediate Office of the Associate Commissioner, Office of Automation Support (S2L) provides the Associate Commissioner with staff assistance on the full range of his/her responsibilities.

D.       The Software Implementation Process Team (S2LA).

1.      Works with the systems, policy, security, training and personnel components during the development and implementation of all modernized software to ensure that security, user and operational needs are satisfied within DCO.

2.      Works with DCO user components to define the operational requirements for modernized software, training materials and procedural support and helps shape the directions the Agency takes to meet these needs.

3.      In concert with DCS, ensures that functional requirements are accurate, straightforward and efficient and support the mission of providing high quality public service. 

4.      Evaluates with DCS and DCO users all 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 software implementation activities and provides help desk support for problem reporting, analysis and remedial measures as well as providing procedural clarification.

6.      Works with DCS to monitor and support 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 modernized software and support materials in order to help define, shape and refine future Agency approaches to modernized software development. 

8.      Directs the activities of the Model District Office and Test Processing Module, which are the major operational components for testing and evaluating modernized software.

E.        The Technology Support Process Team (S2LB).

1.      Serves as the focal point for user systems planning within Operations.  Working with DCS components, 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 DCS to evaluate and promote the implementation of state-of-the-art technologies such as imaging, storage 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 OCRO, ODIO, PSCs, FOs and the DOC and identifies and defines support requirements, such as procedural and technical training needs, to assure 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.      Through analytical and evaluative mechanisms it develops and manages, the team ensures that modern technology serves the needs of all DCO employees, including those employees with disabilities, that fully participate in the accomplishment of their mission.

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.      Assures that proper technical support, including procedural instructions and comprehensive user training, is provided for these distributive platforms, such as local area networks, where needed.

F.         The Electronic Service Delivery Process Team (S2LC).

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 central office 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.

 

SSA ORGANIZATION MANUAL

 

Subchapter S2N

OFFICE OF PUBLIC SERVICE AND OPERATIONS SUPPORT 

                      

 

I.                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 financial management, budget and management information.  The office provides broad operations support to the FOs, TSCs, PSCs and the Office of Central Operations.  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 program and related services to the public.

 

II.             Organization

 

A.         The Associate Commissioner for Public Service and Operations Support (S2N).

B.        The Deputy Associate Commissioner for Public Service and Operations Support (S2N).

C.        The Immediate Office of the Associate Commissioner for Public Service and Operations Support (S2N).

D.        The Human Resources Management Staff (S2N-1) 

E.    The Division of Program Policy and Operations (S2NA).

F.        The Division of Operations Analysis and Customer Service (S2NB).

G.         The Division of Resources and Management Information (S2NC).  

H.        The Division of Systems Security and Program Integrity (S2NE). 

 

III.            Functions

 

A.         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.

B.        The Deputy Associate Commissioner for Public Service and Operations Support (S2N) assists the Associate Commissioner in carrying out his/her responsibilities and performs other duties as the Associate Commissioner may prescribe.

C.        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. 

D.   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.

E.   The Division of Program Policy and Operations (S2NA)

1.      Plans, develops or participates in the development of operational policy and procedures to assure 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.

  F.       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