SSA Org | DCO

Organizational Structure of the Social Security Administration

SSA Organizational Structure Home / DCO Organizational Structure / DCO Functions

SSA Organizational Manual: Chapter S2 - The Office of Operations

Mission
1. 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 Hearings Operations (OHO) 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.
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 Customer Service (S2Q)
9. The Office of Electronic Services and Technology (S2S)
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 their 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 their 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 appellate 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 the 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 Hearings Operations (OHO) 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. It maintains a broad overview of administrative operations to ensure effective coordination of all component activities. Represents the views of the United States at meetings of international and social security organizations. Organizes the implementation meetings. Organizes the post-implementation meetings. Serves as a policy liaison with foreign social insurance agencies. Processes citizens’ requests for Certificates of Coverage.
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) and OHO offices in the region.
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 Customer Service (OCS) (S2Q) is responsible for design, implementation, oversight and re-engineering of business processes that affect the customer experience. The office accomplishes its mission by monitoring service delivery and performance, analyzing customer feedback, and identifying solutions that improve the customer’s experience through a wide range of service delivery channels. The office provides broad operational support in the areas of service delivery plans, operational strategies, and quality. This includes national oversight and direct support for SSA’s Calls Answering Sites, Field Offices (FOs), Workload Support Units (WSUs) and Program Service Centers (PCSs). We also provide broad support for all DCOSS components management information needs, including Agency level reports to external oversight groups such as Congress and the Office of Management and Budget (OMB).
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.

Subchapter S2D - Office of the Regional Commissioner

Mission
1. 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 Hearings Operations (OHO) and a data operations center to ensure effective coordination of SSA activities at the regional level. When mutually agreed, provides support to OHO and/or specific State DDSs.
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 Assistant Regional Commissioner for Processing Center Operations (S2D25,35,45,55,75,95)
7. The Mega Teleservice Center (S2D6J, S2DXJ)
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.
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 Analytics, Review, and Oversight (OARO) and OHO).
  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 Office of Electronic Services and Technology (OEST). 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, OHO and other components that are not under the line authority of the Regional Commissioner.
  9. Directs the regional implementation of Office of Human Resources (OHR) initiatives and functions.
  10. Coordinates with OHR on labor/employee relations activities including impact and implementation bargaining; administration of negotiated agreements; grievance and arbitration proceedings; investigation/resolution of unfair labor practices; etc.
  11. Facilitates the planning, development, and coordination of SSA financial and staffing resource allocation 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.
  12. 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.
  13. 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, 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 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 OHO 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.
7. The Mega Teleservice Center (S2D6J, 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, 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.
  7. 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.
  8. Ensures that TSC managers are carrying out their assigned responsibilities fully and effectively.
  9. 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.

Subchapter S2T - Office of Disability Determinations

Mission
1. The Office of Disability Determinations (ODD) provides broad operational, administrative, and managerial, performance, budget and technical support to Disability Determinations Services (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.
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 Automation Support (S2TK)
6. The Division of DDS Operations Support (S2TM)
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 their 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. 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 Office of Customer Support.
  5. Provides national guidance on performance workload aspects of disability case processing components and monitors overall workload and resource management.
  6. Provides expert analysis and recommendations in the areas of data collection, budget, and operational analysis applicable to the disability programs administered by SSA.
  7. Conducts financial analysis and studies on policy implications impacting SSA disability workloads and productivity.
  8. Conducts workload trend analysis and make recommendations resulting from operating policy and procedures; actuarial estimates and State and Federal fiscal and economic considerations, and legislative initiatives.
  9. Identifies and analyzes DDS performance issues in terms of cost, productivity, and timeliness.
  10. Completes DDS performance related analyses using databases maintained by the Deputy Commissioner for Retirement and Disability Policy.
5. 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 medical evidence acquisition such as Health IT.
  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.
  12. Coordinates and monitors DDS Consultative Examination recruitment, usage, monitoring, and fee schedules.
  13. With respect to the DDS disability case processing systems, coordinates and acts as a catalyst in the planning and direction of highly complex projects which require study and possible modification of processes or functions, both within Operations and when more than one Deputy Commissioner level-component is involved or affected.
  14. With respect to the DDS disability case processing system, develops and implements policies, procedures and standards related to operational processes and program issues. Also, develops major aspects of key DCO and Agency policies and objectives.
  15. Provides technical advice and guidance regarding disability-related programs, policies, operations, systems, procedural issues, and/or related legislative activities on the DDS case processing system.
  16. Collaborating with internal and external stakeholders to promote the effective implementation of new or revised policies and business processes on the DDS disability case processing system.
  17. With respect to the DDS disability case processing system, directs broad assessments and analyses of operating policy and procedures, training processes, change management plans, and business process changes to ensure operational system usability.
6. Division of DDS Operations Support (S2TM)
  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. Formulates, implements, and evaluates disability-related operational workflow policies, initiatives, and procedures to support State DDS components implementing programmatic, policy, legislative, and litigation changes.
  3. Plans, develops, or participates in the development of operational policy and procedures to assure effective and efficient implementation of disability-related program activities.
  4. 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.
  5. Develops and implements DDS policy changes necessitated by remote work; supports essential policy work for individuals with barriers (e.g. Homeless, Schizophrenia, QDD, CAL, TERI, MC/WW, COVID, PD), appointed representative relations, litigation, audits, electronic signatures, and automated decision support.
  6. Works closely with other disability, policy, and systems components throughout SSA to identify operational problem areas.
  7. Completes DDS performance-related analyses using databases maintained by the Deputy Commissioner for Retirement and Disability Policy.
  8. Completes case studies and reviews in efforts to identify quality trends and determine root causes to issues.
  9. Develops pertinent procedures related to DDS performance by establishing standards and guides for performance (accuracy); monitors performance; and initiates corrective action where needed. Conducts such studies and reviews as are necessary to the disability determination function.
  10. Plans, directs, and evaluates the quality of program activities in the DDSs and coordinates continued improvement activities throughout the DDS community.
  11. Works with DDSs, Regional Office staff and the Office of Budget, Finance, and Management (OBFM) to promote consistency in DDSs and ensures focus on all aspects of quality and performance.
  12. 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.
  13. 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.
  14. Participates in long-range planning to ensure the integration of DDS performance objectives with agency initiatives.
  15. Develops and provides extensive DDS training (e.g., Disability Examiner).
  16. Provides DDS physical security program expertise and advises on a variety of high-level coordinative, analytical, consultative, and advisory audit areas relating to new case processing system policy.
  17. Provides Federal HSPD-12 policy and operational implementation to states.
  18. Supports Agency audit work by reviewing DDS Audit Statements of work and any subsequent findings.
  19. Improves and strengthens DDS compliance to mitigate DDS findings by revising policy, to reduce future findings in support of the security of our DDS Systems.
  20. Facilitates the planning, direction, and coordination of internal security policy updates, and develops DDS checklists and security reports with other agency components to mitigate any DDS security findings.
  21. Manages risk to protect the DDSs by ensuring DDS compliance of agency controls to prevent possible future findings.
  22. Works with regional offices to develop controls to ensure DDSs adhere to SSA’s regulatory guidelines, legal obligations, and security policy.
  23. Facilitates the strategic development of, and updates to, SSA policy for the DDSs to achieve the mission of SSA in a legal and compliant manner. Ensures that the DDSs are complying with all applicable Federal laws, rules, and regulations, as well as internal State policies and procedures.
  24. Educates and advises the DDSs and regional partners of the necessity of following SSA policy, process, and procedure to ensure regulatory compliance.
  25. Assists high-risk compliance areas with development and maintenance of DDS compliance programs, reports, and checklists. Identifies high-risk compliance areas and communicates status of monitoring, training, and reporting to agency and DDS management, and facilitates DDS compliance.
  26. Investigates instances of noncompliance with policies and procedures and works with agency partners to prevent future instances through the development of controls.
  27. Promotes and supports a culture with the DDSs which builds compliance and ethics consciousness into the daily activities of the DDSs, and encourages all DDS employees to conduct DDS business, on behalf of SSA, with the highest standards of honesty and integrity.

Subchapter S2N - Office of Public Service and Operations Support

Mission
1. The Office of Public Service and Operations Support (OPSOS) is responsible for providing operational/program support and conducting analyses related to service to the public, employee services and activities associated with budget and financial management. 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 surveys, 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 managers, 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.
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 Division of Analysis and Program Support (S2NA)
5. The Division of Resources and Administrative Management (S2NC)
6. The Division of Systems Security and Program Integrity (S2NE)
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 Division of Analysis and Program Support (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 surveys 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 Centers for Medicare and Medicaid Services 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.
  8. Develops and maintains procedural guides and operational instructions for TSC employees providing public telephone service.
  9. Plans and coordinates postentitlement cyclical workloads; maintenance of beneficiary and earnings records; certification of payment; and recoupment of overpayment processes impacting on DCO components.
  10. Plans, designs and implements surveys 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.
  11. Establishes workload processing schedules ensuring efficient sequences of interrelated workloads and recommends to DCO appropriate priorities.
  12. 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.
  13. Participates with appropriate policy components in SSA to provide clear, accurate and timely notices to the public while utilizing automation to reduce the need for manually prepared notices.
  14. 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.
  15. Establishes service delivery procedures. Develops and evaluates standards for measuring service to the public to ensure that quality, efficient and compassionate service is provided.
  16. 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.
  17. Ensures SSA’s public affairs/information efforts are implemented effectively and efficiently within DCO components.
  18. Establishes policies and develops criteria on field office accessibility (hours of service, size of field offices, type and location of services, etc.).
  19. 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.
  20. 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.
5. The Division of Resources and Administrative Management (S2NC)
  1. Performs a broad range of budget and financial management and reporting 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. 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 financial and administrative reports.
  6. 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.
  7. Establishes policies and develops criteria on field office accessibility (size of field offices, type and location of services, etc.).
  8. 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.
  9. Within established guidelines, supports office space, furniture needs, and facilities support for improved employee environment and well being.
  10. 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.
  11. Provides staff support to DCO in planning and providing effective performance management/awards programs ensuring fair and equitable treatment for all employees.
  12. 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.
6. 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 for responding to external and internal security threats to the agency’s systems.
  13. Develops Operations systems access matrices 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.
  16. Serves as Operations representative on audits initiated by the Government Accountability Office (GAO) and Office of Inspector General (OIG). Responsible for coordinating all associated work, including responding to reports and implementing recommendations.
  17. Coordinates all aspects of the financial statement audit that impacts Operations, including visits to claims processing sites and implementing recommendations.
  18. Provides direction and guidance to Operations executives on complying with GAO Green Book auditing standards and testing the effectiveness of internal controls, and coordinates the Executive Assurance Process for regional offices and Operations components.

Subchapter S2Q - Office of Customer Service

Mission
1. The Office of Customer Service (OCS) is responsible for design, implementation, oversight and re-engineering of business processes that affect the customer experience. The office accomplishes its mission by monitoring service delivery and performance, analyzing customer feedback, and identifying solutions that improve the customer’s experience through a wide range of service delivery channels. The office provides broad operational support in the areas of service delivery plans, management information, operational strategies, and quality. This includes national oversight and direct support for SSA’s Call Answering Sites, Field Offices (FOs), Workload Support Units (WSUs), and Program Service Centers (PSCs). This also includes evaluating SSA’s telephone service to the public delivered by the National 800 Number and Field Office networks. The office plans and conducts studies, pilots, and analyses on a variety of multi-channel communication services provided by SSA to improve the overall customer experience. The office also maintains detailed customer experience analytics from management information systems to identify specific operating areas for measuring and improving customer satisfaction to forecast workload demands for the services we provide. The office is responsible for identifying solutions to provide the American public with exceptional service that is customer focused, centered on process and operational improvements through the effective use of innovative technology. The office maintains close, effective working relationships with SSA policy, systems, bargaining unit, regional, and administrative components. This includes other Federal agencies and vendors with a continuous focus on omni-channel service delivery and its effect on customer’s experience
Organization
1. The Associate Commissionerfor Customer Service (S2Q)
2. The Deputy Associate Commissioner for Customer Service (S2Q)
3. The Immediate Office of the Associate Commissioner for Customer Service (S2Q)
4. The Division of Contact Center Services (S2QE)
5. The Division of Field Service Support (S2QG)
6. The Division of Customer Service Planning, Reporting, and Analytics (S2QH)
Functions
1. The Associate Commissioner for Customer Service (S2Q) is directly responsible to the DCO for carrying out the office's mission relating to monitoring service delivery performance, analyzing customer feedback, and identifying solutions that improve the customer’s experience and provides general supervision to the major components in the office.
2. The Deputy Associate Commissioner for Customer Service (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 Customer Service (S2Q) provides the Associate Commissioner with staff assistance over the full range of his/her responsibilities.
4. The Division of Contact Center Services (S2QE)
  1. Provides leadership for SSA’s N8NN telephone service planning initiatives for the Office of Operations. Establishes and maintains national training programs for contact center management and support staff in concert with the Office of Learning. Identifies any training gaps to address ongoing training needs.
  2. Plans, develops, implements, and evaluates the effectiveness and efficiency of the routing of 800 Number calls to the geographically dispersed Call Answering Sites that provide 800 Number service.
  3. Provides leadership and guidance for all activities associated with the MySSA Help Desk and expanded Customer Engagement Tools (CET) to include Click to Call Back (CTCB), Click to Chat, and MySSA Customer Interface.
  4. 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.
  5. 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.
  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.
  8. Develops and evaluates plans for the effective utilization of TSC and FO resources and equipment relating to delivery of telephone services to the public.
  9. Develops and evaluates operational telephone service quality review policies. Evaluates telephone service delivery training needs to ensure quality public service is provided.
5. The Division of Field Service Support (S2QG)
  1. Provides leadership for SSA’s FO telephone service planning initiatives for the Office of Operations. Plans, develops, implements, and evaluates the effectiveness and efficiency of the FO telephone service over a geographically dispersed area.
  2. Administers FO telephone service on a daily basis, making necessary adjustments to ensure the best possible public telephone service. Develops and maintains an effective management information system needed for the FO telephone service and produces the required reports.
  3. 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.
  4. Provides leadership for SSA’s WSUs for the Office of Operations. Plans, develops, implements, supports, and evaluates the effectiveness and efficiency of the WSUs. Working with OPSOS and the Office of Anti-Fraud Programs (OAFP), provides leadership and support for the WSU’s efforts to identify, deter and reduce fraud risk for SSA.
  5. Provides support for SSA’s PSCs for the Office of Operations. Evaluates, plans, develops and implements strategies in support of the PSCs in order to promote efficiencies and balance workloads.
  6. Provides leadership and oversight of the FO Service Area Review process for the Office of Operations.
6. The Division of Customer Service Planning, Reporting, and Analytics (S2QH)
  1. Implements and maintains an integrated management information system through studies and analyses which identify specific operating areas to be measured and to control workloads.
  2. 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. Plans, designs, implements, and evaluates studies or initiatives related to the effective management, operation, and future direction of telephone services provided to the public by the national 800 Number and FOs.
  3. Plans, designs, implements, and evaluates studies or initiatives related to the effective management, operation, and future direction of customer service provided to the public.
  4. Identifies trends and/or patterns that impact customer service and resource requirements. Forecasts workload volumes and create models, analytics, and other techniques to determine future capacity needs.
  5. Analyzes and monitors component productivity to determine staffing requirements and ensures effective delivery of service.
  6. Researches and evaluates the application of innovative concepts and new technologies for SSA’s service delivery. Studies and evaluates the effectiveness of overall SSA customer service and makes recommendations for improving operations.
  7. Designs, implements, and maintains management information systems for SSA service delivery. Analyzes data, evaluates trends and long-range needs, and prepares executive-level reports.
  8. Evaluates and plans for implementation of legislative issues that impact SSA’s customer service. Works with other SSA components, other Federal agencies, and vendors to ensure quality public services.
  9. Plans, develops, implements, and evaluates systematic measurement processes to assess the operational effectiveness and efficiency of SSA public service operations.
  10. Distributes DDS management information reports and analysis to Regional Offices (ROs) and DDSs as determined by the Commissioner.
  11. Designs, develops and analyzes various weekly, quarterly and annual management information reports.

Subchapter S2R - Office of Central Operations

Mission
1. 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 SSA disability operations. It manages centralized record operations and a stand-alone direct operations center (DOC). The office receives and processes Social Security earnings reports from private and governmental employers and makes 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 FOs at the initial, reconsideration and appellate 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 based on international Social Security agreements. It serves as the 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 Hearings Operations (OHO) 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. It maintains a broad overview of administrative operations to ensure effective coordination of all component activities and plans for organizational changes. Organizes the implementation meetings. Organizes the post-implementation meetings. Serves as a policy liaison with foreign social insurance agencies. Processes citizens’ request for Certificates of Coverage.
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 for Central Operations (S2R)
4. The Assistant Associate Commissioner for Disability Operations (S2RA)
  1. The Divisions of Disability Operations (S2RA1,2,3)
  2. Operations Support Branch (S2RA6)
  3. Division of Public Support Operations (S2RA8)
5. The Assistant Associate Commissioner for Earnings and International Operations (S2RB)
  1. The Wilkes-Barre Direct Operations Center (S2RB-F3)
  2. The Division of International Operations (S2RB3)
  3. The Division of Earnings and Business Services (S2RB4)
  4. The Division of Training and Program Support (S2RB5)
6. Assistant Associate Commissioner for Management and Operations Support (S2RC)
  1. Office of Central Operations Training Staff (S2RC-1)
  2. The Center for Material Resources (S2RC4)
  3. The Center for Automation, Security, and Integrity (S2RC7)
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. Administers the full range of program services for Individuals of Extraordinary National Prominence (IENP).
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 three divisions which review, adjudicate and reconsider claims for Social Security disability and auxiliary benefits, and a fourth 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 OHO and/or specific State DDS:
  1. The Divisions of Disability Operations (S2RA1,2,3) each direct and coordinate the activities of OCO process modules which adjudicate, pay, maintain, and reconsider domestic disability claims excluded from field office 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. 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 both claims policy and 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.
  3. Division of Public Support Operations (S2RA8):
    1. Serves as a national resource by providing support to various disability processes for the DDSs.
    2. Retrieves claims folders or denied or terminated title II and title XVI claims pursuant to the provisions of various class action lawsuits and determines if individuals are members of the specified classes.
    3. 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.
5. The Assistant Associate Commissioner for Earnings and International Operations (S2RB) plans and directs a major portion of the operations administered by OCO including the second largest teleservice center in the agency. He/she is responsible for planning and directing workload activities in three locations that establish and maintain earnings and enumerations records and oversee a dispersed foreign claims operation supporting Social Security programs.
  1. The Wilkes-Barre Direct Operations Center (S2RB-F3):
  2. The Division of International Operations (DIO) (S2RB3) 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 initialadjudication of Retirement, Survivors, Disability and Health Insurance claimsfiled abroad, including cases filed under totalization agreements. It also directsthe reconsideration and continuing disability review of disability claims. It directsthe 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. The division serves as the 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 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. 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.
  3. The Division of Earnings and Business Services (S2RB4):,
    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 remunerations 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.
    7. Corresponds with employers and the Internal Revenue Service about the correction and processing of employer wage reports.
    8. Investigates and corrects improperly reported earnings items.
    9. Receives and uploads Annual Wage Reporting (AWR) data electronically to SSA headquarters computers. Investigates and resolves security and software compatibility issues.
    10. Responds to telephone and internet inquiries received from employers and third parties to conduct business electronically through SSA’s Business Services Online.
  4. The Division of Training and Program Support (DTPS) (S2RB5):
    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. Develops comprehensive programs designed to assess and evaluate the impact of systems modernization plans on OCO functions, components, and positions.
    5. 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.
    6. Coordinates the implementation of international totalization agreements with foreign governments.
    7. Processes citizens’ request for Certificates of Coverage (COC).
    8. Manages the Earnings Portfolio activities under the Digital Modernization Strategy initiative.
    9. Administers the Combined Annual Wage Reporting Memorandum of Understanding between the IRS and SSA.
    10. Receives and disperses all mail coming into the Wilkes Barre Direct Operations Center and Wabash facilities.
    11. Scans and converts paper bases images to digital image for processing.
6. The Assistant Associate Commissioner for Management and Operations Support (S2RC) is responsible for the direction of a support staff that develops and conducts OCO-wide employee development and training activities and two centers which perform systems, material resources, and security and integrity support functions for OCO. Exercises executive oversight responsibility for all OCO management support functions, including financial management, information technology management, cyber and physical security, emergency management, non-technical training, facilities management, and directs the OCO implementation of Office of Human Resources (OHR) initiatives and functions, including position and organization management, personnel administration and management, and labor relations activities.
  1. Office of Central Operations Training Staff (S2RC-1):
    1. Develops and conducts OCO-wide operational non-technical 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.
  2. The Center for Material Resources (S2RC4):
    1. Develops and maintains contracts for microphotographic services for SSA.
    2. Procures items within the limits of the delegated authorities afforded OCO, essential to the operation.
    3. Coordinates health and safety matters, laborer services, transportation, projects concerning the maintenance and performance of capitalized equipment and submittals for equipment, furniture, and supplies.
    4. Coordinates OCO budget development, resource planning, and management matters.
    5. Conducts security awareness and local security officer training and is responsible for Occupant Emergency Organization procedure and administration.
  3. The Center for Automation, Security, and Integrity (S2RC7):
    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. 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.
    3. Integrates and controls benefit payment processing operations.
    4. Tests and validates systems enhancements.
    5. Directs the development of long-range OCO systems planning and evaluates ongoing systems requirements.
    6. Provides technical advice and information to managers and employees in OCO about systems development and changes that affect operations.
    7. Provides programming, scheduling, and operating support for automated operational, administrative, managerial, and statistical computer programs for OCO and other SSA components.
    8. Develops technical requirements for information reporting systems. Maintains the OCO magnetic tape library.
    9. Coordinates systems support services.
    10. Serves as a liaison with auditing and investigative agencies (OIG, Government Accountability Office (GAO), etc.) on matters impacting the integrity of OCO operations.
    11. Designs and conducts validation and other special studies to evaluate and foster integrity in Social Security programs overseas.
    12. Identifies and determines the impact of existing or new workloads to be processed.

Subchapter S2S - Office of Electronic Services and Technology

Mission
1. 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.
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 Service Delivery, Disability, and Medicare (S2SJ)
5. The Division of Programmatic Applications (S2SG)
6. The Division of Programmatic Support (S2SK)
7. The Division of Strategic Planning and Customer Engagement (S2SL)
8. The Division of Technology Support (S2SM)
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.
4. The Division of Service Delivery, Disability, and Medicare (S2SJ):
  1. Supports and improves current service delivery methods, also creating new methods to accommodate the public’s ever-changing needs. Aims to find, propose investment in, and implement ways to improve the service delivery arena through automation and new technologies.
  2. Responds to changing public expectations to conduct SSA business in more efficient and effective ways and assist customers in transitioning from full, to assisted, to self-service channels.
  3. Liaises with other Federal Agencies to coordinate inter-agency initiatives involving streamlined public service, disability, and Medicare.
  4. Supports and improves custom SSA automation tools that provide foundational data or services for other programmatic needs, such as the appointments and office visitor intake, customer notice storage, and field office directory.
  5. Collaborates with other Operations components, Policy, and Systems to develop and maintain service delivery, disability and Medicare-related software applications.
  6. Coordinates the planning, development, testing, training, and implementation of software and business process enhancements to service delivery, disability, and Medicare workloads, including both intranet/mainframe and Internet applications.
5. The Division of Programmatic Applications (S2SG):
  1. Works with systems, policy and other operational components to automate business processes, coordinate testing activities, and develop implementation strategies for Title II and Title XVI internet and intranet related software applications.
  2. Maintains the software related to the Title II and Title XVI workloads, including internet and intranet/mainframe applications, ensuring the automated systems used to process these workloads function as designed.
  3. Works with systems, policy, security, training and other operational components during the development and implementation of all Title II and Title XVI related software to ensure that security, user and operational needs are satisfied within Operations.
  4. Works with DCO user components to define the operational requirements for all Title II and Title XVI related software training materials and procedural support and helps shape the directions the agency takes to meet these needs.
  5. In concert with the Office of Systems, ensures that all Title II and Title XVI related applications’ functional requirements are accurate, straightforward and efficient and support the mission of providing high quality public service.
  6. Evaluates with DCO and DCO users all Title II and Title XVI related 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.
  7. Coordinates DCO user components for Title II and Title XVI software implementation activities and provides help desk support for problem reporting, analysis and remedial measures as well as providing procedural clarification.
  8. Works with the Office of Systems to monitor and support Title II and Title XVI 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.
  9. Develops and manages effective mechanisms to evaluate user reaction to Title II and Title XVI related software and support materials in order to help define, shape and refine future agency approaches to related software development.
6. The Division of Programmatic Support (S2SK):
  1. Supports field components in integrating electronic service delivery technology into data-to-day environments.
  2. Works with the systems, policy, security, training and personnel components during the development and implementation of all Appeals, Enumeration, Hearings, Representative Payee, and 3rd party modernized software to ensure that security, user and operational needs are satisfied within Operations.
  3. Works with DCO user components to define the operational requirements for Appeals, Enumeration, Data Exchange, Hearings, Representative Payee, and 3rd party modernized software, training materials and procedural support and helps shape the directions the agency takes to meet these needs.
  4. In concert with the Office of Systems, ensures Appeals, Enumeration, Data Exchange, Hearings, Representative Payee, and 3rd party functional requirements are accurate, straightforward and efficient and support the mission of providing high quality public service.
  5. Evaluates with DCO and DCO users all Appeals, Enumeration, Hearings, Representative Payee, and 3rd Party 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.
  6. Coordinates DCO user components for Enumeration, software implementation activities and provides help desk support for problem reporting, analysis and remedial measures as well as providing procedural clarification.
  7. Works with the Office of Systems to monitor and support Enumeration and 3rd party 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.
  8. Develops and manages effective mechanisms to evaluate user reaction to Appeals, Enumeration, Hearings, Representative Payee, and 3rd party 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 Strategic Planning and Customer Engagement (S2SL):
  1. Provides leadership and technical advice, and promotes collaboration to ensure coordination, communication, and uniformity for OEST initiatives, processes, and projects.
  2. Serves as the focal point for user components to define operational requirements for the integration of all programmatic software and seamless processing.
  3. Supports Operations components assuring proper technical support with Internet applications for agency technicians.
  4. 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.
  5. Facilitates coordination, communication and quality across OEST, ensuring quality support for DCO field and headquarters components.
  6. Leads enhanced communication between OEST partners and customers to identify collaborative opportunities with front-line components and employees.
  7. Provides leadership and guidance for all Operations components as they prepare for and obtain modern information technology hardware and software through the ITAB process.
8. 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, PSCs, FOs and the TSCs 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 within the Architectural Review Board.
  9. Serves as the focal point and provides leadership in the area of application development for all Operations components.
  10. 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.
  11. Collaborates with other agency components to identify problems and develop solutions designed to increase accuracy, productivity, and timeliness while reducing costs and improving service.
  12. Develops assistive tools and utilities to address issues that affect the quality of the agency’s work and to increase accuracy and efficiency.