Report Calls on SSA to Boost Support for Field Office Management

IG: Workload management resources were not centrally located, and many were redundant or outdated. Image: mikeledray / Shutterstock.com

The SSA generally provides consistent oversight of the workloads in its field offices but improvements are needed in the training for office managers, an IG report has said.

It said those managers use some 60 systems, reports and other tools to assign work and monitor employees’ work and performance but that training on them “included broken links to reports, systems, and tools and some outdated information” and varied from region to region.

Managers told the IG that training materials” did not always explain how to manage the workloads. Without updated, ongoing, and targeted training, managers may miss critical information and resources and, as a result, be less efficient and effective as they manage and monitor workloads for their offices.”

Further, workload management resources “were not centrally located, and many were redundant or outdated. As a result, managers we interviewed and surveyed indicated they did not have time to access all reports, systems, and tools that were available to them.

“Managers only used those they were familiar with and that were easily accessible. Therefore, they may not have always used the best and most updated resources, which may have caused them to perform their job duties less efficiently,” it said.

The IG said that the SSA agreed with recommendations including updating refresher training, enhancing written training materials, and consolidating and updating reports, systems and tools.

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