oversight

Social Security: District Managers' Views on Outreach for Supplemental Security Income Program

Published by the Government Accountability Office on 1990-10-30.

Below is a raw (and likely hideous) rendition of the original report. (PDF)

                                                                        ..
-____                IJnited   States   General   Accounting   Office

GAO -                Fact Sheet for Congressional
                     Requesters



Oc to twr 1990
                     SOCIAL SECURITY
                     District Managers’
                     Views on Outreach for
                     Supplemental Security
                     Income Program




GAO/I-IHI)-Sl-1YFS
  united states
  General Accouutiug Office
  Washington, D.C. 20648

  Humau Resources Division

  B-241470

  October 30,199O

  The Honorable Edward R. Roybal
  Chairman, Select Committee on Aging
  House of Representatives

  The Honorable William J. Hughes
  Chairman, Subcommittee on Retirement
    Income and Employment
  Select Committee on Aging
  House of Representatives

  As you requested, we are providing details of our telephone survey on
  the outreach activities for the Supplemental Security Income (SSI)pro-
  gram carried out by field offices of the Social Security Administration
  (SSA).(See app. I,) Outreach is carried out because many nonparticipants
  who may be eligible for SSIare not aware of the program or their eligi-
  bility for its benefits.

  Highlights of the survey were disclosed earlier this year as part of our
  testimony before your Committees on April 6, 1990. Briefly, our survey
  disclosed:

. SSAfield offices were implementing a wide range of outreach activities,
  but there was no clear consensus on which activity may be the most
  effective.
. Managers generally acknowledged the need to conduct outreach and
  believed that they were doing enough.
. About 40 percent of the managers believed outreach was needed for
  non-English-speaking people. Further, of these managers, 43 percent
  said they were not doing enough outreach for non-English-speaking
  people, mainly because of the lack of staff.
. Nearly half of the managers said that they spend 10 hours or less on
  outreach each month.

  Our survey was based on 146 responses to a random sample of 160 of
  SSA’Sdistrict office managers. SSAhas about 640 district office managers
  nationwide, and the responses are statistically representative of their
  views.




  Page 1                           GAO/HUD-91-19FS   Managers’   Views on SSI Outreach
B-241470




As agreed with your offices, we did not obtain written comments from
SSA.As also agreed, copies of this fact sheet are being sent to interested
parties and made available to others on request. If you have any ques-
tions about this fact sheet, please call me on (202) 276-6193. Other
major contributors are listed in appendix II.




Joseph F. Delfico
Director, Income Security Issues




Page 2                            GAO/HRDsl-19FS   Managers’   Views on SSI Outreach
Page 9   GAO/HRD-91-19FS   Managers’   Vie.ws on SSI Outreach
Contents                                                                                         .




Letter                                                                                               1

Appendix I                                                                                           6
Telephone Survey of     Background Informatign
                        Need for Outreach
                                                                                                     6
                                                                                                     7
Managers of SSA         District Office Outreach Activities                                       16
District Offices        Effectiveness of Outreach                                                 24
                        Staff Resources Devoted to Outreach                       .               27

Appendix II                                                                                      30
Major Contributors to
This Fact Sheet




                        Abbreviations
         Y


                        f?sA      Social Security Administration
                        SSI       Supplemental Security Income


                        Page4                           t3Ao/HBD91-iam Managem’ Views on 881ontrereh
Page 6   GAO/HRD9l-1BF?3   Managera’   Views on 981 Outreach
Appendix I

TelephoneSurvey of Managersof SSA
lXstrict Offices’

              1. About how many years have you been manager of this office?
Background
Inforhation   7.1 (mean)

              2. If someone other than the manager is the respondent,                            what is
              your position title?


                                                                                                      Frequency
              Assistant district manager                                                                           12
              Branch manager                                                                                        .
              Operations supervisor                                                                                 1
              Public information officer                                                                            .
              Field reoresentative                                                                                  1
              Claims representative                                                                                 .
              Other (please specify)                                                                                .
              Total                                                                                                14


              3. For respondents to question #2, about how many years have you
              worked in this district, including any branch offices or resident
              stations?

              9.1 (mean)

              4. How many branch offices are in your district?


              Branch offices                                                      Frequency               Percent
              0                                                                             52                     36
              1                                                                             58                     40
              2                                                                             31                     21
              3                                                                              3                      2
                                                                                             2




              ‘The survey results can be projected to the universe of managers at the QS-percentconfidence level
              with a maximum sampling error of plus or minus 7.6 percentage points.



              Page 6                                      GAO/IilWB149FS       Manngem     Views on SSI Outreach
                    Appendix I
                    Telephone Survey of Managers   of   SSA
                    mtrietofReea




                    5. How many resident           stations   are in your district?


                    Resident statlons                                             Frequency               Percent
                    0                                                                       127                87
                    1                                                                        17                 12




                    6. Including branch office and resident station staff, if any, how
                    many part-time permanent staff do you have in your entire district?

                    3.7 (mean)

                    7. How many full-time          permanent      staff do you have in your district?

                    38.9 (mean)

                    8. Including branch office and resident station staff, how many
                    field representatives,  if any, are in your entire district?


                    Field representatives                                         Frequency               Percent
                    0                                                                     66                   45
                    1                                                                     57                   39

                    3                                                                         5                     3
                    4                                                                         1                     1




Need for Outreach

Elderly             9. In your opinion, how much of a need is there for your district
                    office to conduct outreach efforts to inform the elderly about the
                    SSI program? Is there a great need, some need, or little or no need?


                                                                                  Frequency               Percent
                    A areat need                                                             31                 21
                    Some need                                                                98                 67
                    Little or no need                                                        17                 12




                    Page 7                                    GAO/HRDQl-19F’S   Managers’   Views on SSI Outreach
Appeudx      I
Telephone hrvey     of lbnagen    of WA
Dbtr4ctofflcea




10. If you believe there is a great or some need to do outreach, is
your district office currently conducting more than enough, about
enough, or less than enough outreach efforts to inform most poten-
tial 881 recipients who are elderly about the SSI program?


                                                                  Frequency              Percent
More than enouah                                                             15                12
About enouah                                                                 90                70
Less than enough                                                             24                18
Not aoolicable                                                               17                 .


11. If you believe less than enough outreach is being done by your
district office, what is the primary reason for this?


                                                                  Frequency              Percent
Not enough staff or staff time to conduct outreach                           20                83
Don’t have good method(s) for SSI outreach with
  the elderlv                                                                 3                13
Activities to inform the elderly are not a high district
  office priority                                                             1                 4
Activities to inform the elderly are not a high
  regional office priority                                                    .                     .
Activities to inform the elderly are not a high SSA/
  central office priority                                                     .                     .
Not the district’s resoonsibilitv to inform the elderly                       .                     .
Not enough money                                                              .                     .
Other reason                                                                  .                     .
Not abolicable                                                              122                     .




Page 8                                       GAO/HRD-Ql-19FY3   Managers’   Views on 881 Outreach
                 Appends I
                 Telephone Survey of Managexw of SSA
                 Dbtrktomcee




                 12. If you believe there is little or no need for your district office to
                 inform the elderly about 881, what is the primary reasons for this?


                                                                                Frequency              Percent
                 Not enough elderly in the district to require outreach                     l                     .


                 EldSerly in the district are already well informed about
                                                                                            7                 41
                 Most elderly in the district are not qualified for SSI                     2                 12
                 Other organizations/agencies     in the district already
                   do enouah to inform the elderlv                                          6                 35
                 General public information activities of the office are
                   enough                                                                   2                 12
                 Other reason                                                               .                  .
                 Not applicable                                                           129                  .




Blind/Disabled   13. In your opinion, is there a great need, some need, or little or no
                 need for your district office to conduct outreach efforts to inform
                 the blind or disabled about the SSI program?


                                                                                Frequency               Percent
                 A areat need
                   Y
                                                                                           38                 26
                 Some need                                                                 84                 58
                 Little or no need                                                         24                 16


                 14. If you believe there is a great or some need to do outreach, is
                 your district office currently conducting more than enough, about
                 enough, or less than enough outreach efforts to inform most poten-
                 tial SSI recipients who are blind or disabled about the SSI program?


                                                                                Frequency               Percent
                 More than enouah outreach                                                 20                 16
                 About enough outreach                                                     84                 69
                 Less than enough outreach                                                 18                 15
                 Not aoblicable                                                            24                  .




                 Page 9                                      GAO/HRD9l-19PS   Managers’   Views on SSI Outreach
                                                                                    ,

Telephone Survey of Managers    of 88A
Districtomces




15. If you believe less than enough outreach is being done by your
district office, what is the primary reason for this?


                                                              Freauencv                 Percent
Not enough staff or staff time to conduct outreach                       17       ~--94
Don’t have good method(s) for SSI outreach with
  the blind and disabled                                                   .                    .
Activities to inform the blind and disabled are not a
  high district office priority                                            .                    .
Activities to inform the blind and disabled are not a
  hiah reaional office orioritv                                            .                    .
Activities to inform the blind and disabled are not a
  high SSA/central office priority                                         .                    .
Not the district’s responsibility to inform the blind
  and disabled                                                            .                     .
Not enough money                                                          .                     .
Other reason                                                              1                     6
Not applicable                                                          128                     .


16. If you believe there is little or no need for your district office to
inform the blind and disabled about FM, what is the primary reason
for this?


                                                              Freauencv                 Percent
Not enough blind and disabled persons in the
   district to require outreach                                           3                  13
Blind and disabled persons in the district are
   already well informed about SSI                                       11                  46
Most blind and disabled persons in the district are
   not qualified for SSI                                                  8                  33
Other organizations/agencies    in the district already
   do enough to inform the blind and disabled
General public information activities of the office are
   enouah                                                                 1                     4
Other reason                                                              1                     4
Not aooticabte                                                          122                     .




Page 10                                    GAO/IUDQl-19FS   Managers’   Views on SSI Outreach
               Telephone Survey of Managem    of SSA
               InBtrkt OPflcee




Homeless       17, In your opinion, is there a great, some, or little ,or no need for
               your district office to conduct outreach efforts to inform the home-
               less about the SSI program?

                                                                                -~~
                                                                            Freauencv               Percent
               A great need                                                            30                 20
               Some need                                                               54                 37
               Little or no need                                                       62                 43


               18. If you believe there is a great or some need to do outreach, is
               your district office currently conducting more than enough, about
               enough, or less than enough outreach efforts to inform most poten-
               tial SSI recipients who are homeless about the SSI program?


                                                                            Frequency               Percent
               More than enough outreach                                               10                 12
               About enouah outreach                                                   58                 69
               Less than enouah outreach                                               16                 19
               Not applicable                                                          62                  .


               19. If you believe less thin enough outreach is being done by your
               district office, what is the primary reason for this?


                                                                            Frequency               Percent
               Not enouah staff or staff time to conduct outreach                       9                 56
               Don’t have ood method(s) for SSI outreach with
                 the home Bess                                                          4                 25
               Activities to inform the homeless are not a high
                 district office priority                                               2                 13
               Activities to inform the homeless are not a high
                 reaional office orioritv                                               .                     .
               Activities to inform the homeless are not a high
                 SSA/central office priority                                            .                     .
               Not the district’s responsibility to inform the
                 homeless                                                               .                     .
               Not enough money
               Other reason                                                             1                     6
               Not applicable                                                         130                     .
           Y




               Page 11                                  GAO/HRD-Ql-19PS   Managers’   Views on 881 Outreach
                       AppendlxI
                       Telephone Survey of Manngerm of 88A
                       DllJtrktofflcee




                       20. If you believe there is little or no need for your district office to
                       inform the homeless about SSI, what is the primary reason for this?


                                                                                      Freauencv              Percent
                       No/not enough homeless persons in the district to
                         require outreach efforts                                               47                 76
                       Homeless persons in the district are already well
                         informed about SSI                                                      6                 10
                       Most homeless persons in the district are not
                         qualified for SSI                                                        1                    1
                       Other organizations/agencies   in the district already
                         do enough to inform the homeless                                        6                 10
                       Geenn;;;Kublic information activities of the office are
                                                                                                 2                     3
                       Other reason                                                              .                     .
                       Not aoolicable                                                           84                     .




Non-English Speaking   21. In your opinion, is there a great, some, or little or no need for
                       your district office to conduct outreach efforts to inform non-
                       English-speaking    persons about the SSI program?


                                                                                     Frequency               Percent
                       A great need                                                             26                 18
                       Some need                                                                32                 22
                       Little or no need                                                        88                 60


                       22. If you believe there is a great or some need to do outreach, is
                       your district office currently conducting more than enough, about
                       enough, or less than enough outreach to inform most potential SSI
                       recipients who are non-English speaking about the SSI program?


                                                                                     Freauencv               Percent
                       More than enough outreach                                                 7                 12
                       About enough outreach                                                    26                 45
                       Less than enouah outreach                                                25                 43
                       Not applicable                                                           88                  .


           Y




                       Page 12                                    GAO/HIUMl-19FS   Managers’   Views on SSI Outreach
APPendlr I
Telephone Survey of Mumgem       of S8A
Dl#trktofflceo




23. If you believe less than enough outreach is being done by your
district office, what is the primary reason for this?


                                                                Frequency             Percent
Not enoudh staff or staff time to conduct outreach                       14                 58
Don’t have good method(s) for SSI outreach with
  non-English-speaking persons                                            5                 21
Activities to inform non-English-speaking persons
  are not a high district office priority                                   1                   4
Activities to inform non-En lishspeaking persons
  are not a high regional o8.flee priority                                  .                   .
Activities to inform non-English-speaking persons
  are not a high SSA/central office prionty                                 .                   .
Not the district’s responsibility to inform
  non-Enalish-soeakina cersons                                              .                   .
Not enough money                                                          1                     4
Other reason                                                              3                 13
Not sure                                                                  1                  .
Not aoplicable                                                          121                  .


24. If you believe there is little or no need for your district office to
inform non-English-spealdng       persons about 881, what is the reason
for this?


                                                                Frequency             Percent
No/not enough non-English-speaking persons in the
  district to require outreach                                           82                 93
Non-En lish-s eaking persons in the district are
  alrea% wel\nformed about SSI                                            2                     3
Most non-English-speaking persons in the district
  are not qualified for SSI                                                 1                   1
Other organizations/agencies    in the district already
  do enough to inform non-English-speaking
  Demons                                                                  3                     3
Gennsr,;;fublic information activities of the office are
                                                                            .                   .
Other reason                                                                .                   .
Not aoblicable                                                           58                     .




Page 13                                     GAO/IIIUMl-1BFS   Managed   Views on 881 Outreach
              Appendix I
              Telephone Survey of Managera     of &t&A
              Dirtrlct cmlces




Rural Areas   26. Is there a great, some, or little or no need for your district office
              to conduct outreach efforts to inform people who live in rural areas
              about the SSI program?


                                                                            Frequency              Percent
              A great need                                                             29                20
              Some need                                                                73                51
              Little or no need                                                        42                29
              Not sure                                                                  2                 .


              26. If you believe there is a great or some need for outreach for
              persons in rural areas, currently,  is your district office conducting
              more than enough, about enough, or less than enough outreach to
              inform those individuals   about the 981program?


                                                                            Frequency              Percent
              More than enouah outreach                                                 9                 9
              About enough outreach                                                    72                70
              Less than enough outreach                                                22                21
              Not sure                                                                  1                 .
              Not aoolicable                                                           42                 .


              27. If you believe less than enough outreach is being done by your
              district office, what is the primary reason for this?


                                                                            Freouencv              Percent
              Not enouah staff or staff time to conduct outreach                       17                77
              Don’t have good method(s) for SSI outreach with
                persons who live in rural areas                                         3                14
              Activities to inform persons who live in rural areas
                are not a hiah district office priority                                 .                    .
              Activities to inform persons who live in rural areas
                are not a hiah reaional office orioritv                                 .                    .
              Activities to inform persons who live in rural areas
                are not a high SSA/central office priority                              .                    .
              Not the district’s responsibility to inform persons
                who live in rural areas                                                 .                    .
              Not enough money                                                          .                    .
              Other reason                                                              2                    9
              Not aoolicable                                                          124                    .




              Page 14                                    GAO/HRD@l~lBF6   Managers’   Views on SSI Outmsch




                                          I’
                                                            *
    ,
                      Appendtx I
                      Telephone Survey of Managem      of S8A
                      Dbtictofflces




                      28. If you believe there is little or no need for your district office to
                      inform individuals   who live in rural areas about 881, what is the pri-
                      mary reason for this?


                                                                                          Frequency              Percent
                      No/not enough rural persons in the district to
                        reauire outreach                                                            29                  69
                      Rural persons in the district are already well
                        informed about SSI                                                            5                 12
                      MoSs;(rural persons in the district are not qualified for
                                                                                                      .                     .
                      Other organizations or agencies in the district
                        alreadv do enouah to inform persons in rural
                        areas .                                                                       3                     7
                      Gyn;r;;ublic    information activities of the office are
                                                                                                      1                  2
                      Other reason                                                                    4                 10
                      Not aoolicable                                                                104                  .




                      29. To enable other agencies, advocacy or coalition groups to con-
District Office       duct Social Security outreach on their own, during fiscal year 1989
Outreach Activities   did anyone from your district office, including yourself, provide
                      information   to any of these groups about eligibility requirements
                      for any Social Security benefit program?


                                                                                          Frequency               Percent
                      Yes                                                                           144                 99
                      No                                                                              2                  1
                      Don’t know                                                                      .                   .




                      Page 16                                      GAO/IIItD-Bl-lBFY3   Managers’   Views on SSI Outreach
Telephone Survey of Managera   of SSA                                                     ,
Dbtrictom~




30. To about how many agencies or groups did staff from your dis-
trict office provide information during fiscal year 19?39?


                                                            Frequency               Percent
l-3 groups                                                              7                  5
4-6 arouDs                                                             14                 10
7-9 QrouDs                                                             19                 13
IO or more groups                                                     103                 72
Don’t know                                                              1                  .
Not adicable                                                            2                  .


31. Did staff from your district office provide information    to any
other agencies, advocacy or coalition groups about eligibility
requirements    for the 881 program?


                                                            Frequency               Percent
Yes                                                                   128                 90
No                                                                     15                 10
Don’t know                                                              1                  .
Not aodicable                                                           2                  .


32. About how many groups?


                                                            Freauencv               Percent
l-3 cvoups                                                              7                  6
4-6 groups                                                             19                 15
7-9 groups                                                             21                 17
10 or more 0rouc)s                                                     79                 62
Don’t know                                                              2                     .
Not aodicable                                                          18                     .




Page 10                                 GAO/HRD-Bl-19FS   Managers’   Views on 851 Outreach
33. Of the agencies or groups to which staff from your district
office provided SSI eligibility information, do any primarily  work
with:


                                  Yes                              No
                          Frequency       Percent          Frequency             Percent
a. Elderly persons               119            93                      9                7
b. Blind or disabled
   persons                       123            96                      5                4
c. Homeless Dersons              91             71                     37             29
d. Non-English-speaking
   persons                       44             35                     83             65
e. Peo le who live in
   rura Pareas                   81             63                     47             37


34. In addition to providing information     to other agencies, advocacy
or coalition groups about eligibility  requirements    to enable them to
do Social Security outreach, during fiscal year 1989 did anyone
from your district office, including yourself, speak before a group
of potential recipients about any Social Security benefit program7


                                                       Frequency                 Percent
Yes                                                              146                 100
No                                                                 .                   .
Don’t know                                                         .                   .


35. About how many speeches did staff from your district                    office
give during fiscal year 1989?


                                                       Freauencv                 Percent
5 speeches or less                                                 5                   3
6-10 speeches                                                     13                   9
1l-1 5 speeches                                                   19                  13
More than 15 speeches                                            109                  75
Don’t know                                                         .                   .




Page 17                           GAO/HRD-91.19FS    Managers’   Views on SSI Outreach
    Telephone Survey of Manngem of SSA
    DlstbtofYlcee




    36. Did any of these speeches focus at least in part on the               SSI
    Program?


                                                            Frequency               Percent
    Yes                                                               145                 99
    No                                                                  1                  1
    Don’t know                                                          .                   .


    37. About how many?


                                                             Freauencv              Percent
    5 speeches or less                                                 14                 10
    6-10 speeches                                                      32                 22
    1l-1 5 speeches                                                    29                 20
    More than 15 meeches                                               68                 48
    Don’t know                                                          2                  .
    Not applicable                                                      1                  .


    38. Were any of these speeches devoted           primarily    to informing
    people about the 881program?


                                                             Freauencv              Percent
    Yes                                                               137                 95
    No                                                                  8                  5
    Don’t know                                                          .                  .
    Not applicable                                                      1                   .


    39. About how many?


                                                            Frequency               Percent
    5 soeeches or less                                                 44                 32
    6-10 speeches                                                      41                 30
    11-15 speeches                                                     21                 15
    More than 15 speeches                                              30                 22
    Don’t know                                                          1                  1
    Not applicable                                                      9                  .
Y




    Page 18                              GAO/HRDBl-19FS   Managers’   Views on SSI Outreach
40. Of the speeches devoted primarily or in part to               SSI,   were any
before public audiences mainly comprised of:


                                  Yes                               No
                          Frequency        Percent          Frequency            Percent
a. Elderly persons               118             81                      27            19
b. Blind or disabled
   persons                       107             75                       36           25
c. Homeless persons               19             13                      126           87
d. Non-English-speaking
   persons                       26              18                      119           82
e. Peo le who live in
   rura Pareas                   96              66                      49            34


41. During fiscal year 1989, did any staff from your district office,
iucluding yourself, visit any local sites, such as shelters, soup
kitchens or other meal sites, churches, or senior citizen centers, to
speak one-onone with individuals     about eligibility for any Social
Security benefit program?


                                                        Frequency                Percent
Yes                                                                118                 81
No                                                                  28                 19
Don’t know                                                           .                  .


42. About how many visits did staff from your district                   office make
during fiscal year 1989?


                                                        Frequency                Percent
5 visits or less                                                    28                 24
6-10 visits                                                         24                 21
11-15 visits                                                        20                 17
16-20 visits                                                        16                 14
More than 20 visits                                                 28                 24
Don’t know                                                           2                  .
Not aoolicable                                                      28                  .




Page   19                         GAO/IIUD@l-l@F’S    Managers’    Views on 951 Outreach
AppendLr I
Telephone Survey of Managers   of 88A
Dtstrlctofflcee




43. Were any of these visits intended              at least in part to inform           indi-
viduals about the SSI program?


                                                               Frequency               Percent
YE4                                                                      118                   100
No                                                                         .                     .
Don’t know                                                                 .                     .
Not armlicable                                                            28                     .


44. About how many?


                                                               Frequency               Percent
5 visits or less                                                          35                    30
6-10 visits                                                               30                    26
1l-15 visits                                                              20                    17
16-20 visits                                                               8                     7
More than 20 visits                                                       23                    20
Don’t know                                                                 2                     .
Not amlicable                                                             28                      .


45. Were any of these visits            devoted primarily       to informing        individ-
uals about the SSI program?


                                                               Frequency               Percent
Yes                                                                      102                    86
No                                                                        16                    14
Don’t know                                                                 .                     .
Not applicable                                                            28                     .




Page 20                                   GAO/IIRD-91-19FS   Managers’   Views on fSSI Outreach
Amendix I
Telephone Survey of Managem   of f3SA
DlI3trlctom~




46, About how many?


                                                              Frequency              Percent
5 visits or less                                                        35                  35
6-10 visits                                                             31                  31
11-15 visits                                                            12                  12
16-20 visits                                                             7                   7
More than 20 visits                                                     15                  15
Don’t know                                                               2                    .
Not applicable                                                          44                    .


47, Of the visits devoted primarily           or in part to     SSI,   were any
intended to speak mainly with:


                                      Yes                                No
                               Frequency         Percent         Frequency           Percent
a. Elderly persons                      86             73                    32             27
b. Blind or disabled
   persons                              93             79                    25             21
c. Homeless persons                     50             42                    68             58
d. Non-English-speaking
   persons                              22             19                    95             81
e. People who live in
   rural areas                          73             62                    45             38


48. During fiscal year 1989, did your district office use the media,
such as TV, radio, or newspapers, to inform people about any Social
Security benefit program?


                                                              Freauencv               Percent
Yes                                                                    143                  98
No                                                                       3                   2
Don’t know                                                               .                   .
Not aoolicable                                                           .                   .




Page 21                                 GAO/HlZD-@l-19FS    Managem’   Vie.ws on 881 Outreach
Appendix I
Telephone Survey of Manngem   of SSA
DlstrictofIlces




49. Did your district     office provide     any ads to or have any programs
on TV?


                                                           Freauency              Percent
Yes                                                                  85                 59
No                                                                   58                 41
Don’t know                                                            3                  .


50. Did your district     office provide     any ads to or have any programs
on radio?


                                                           Frequency              Percent
Yes                                                                 126                 89
No                                                                   16                 11
Don’t know                                                            1                  .
Not amlicable                                                         3                  .


61. Did your district     office provide     any ads or articles       to
newspapers?


                                                           Frequency              Percent
Yes                                                                 140                 98
No                                                                    3                  2
Don’t know                                                            .                  .
Not applicable                                                        3                  .




Page 22                                GAO/IUD91.l@F’S   Managem’   Viewe on 881 Outreach
Appendix I
Telephone Survey of Manngem    of S8A
Districtomces




52. Of      all the radio, TV, or newspaper spots your district office used
during       fiscal year 1989 to inform people about SSA benefit pro-
grams,       about how many did SSA headquarters     develop-all,   most,
about       half, some, few, or none of the spots used?


                                                            Freauencv              Percent
All of the spots used                                                 11                  8
Most of the spots used                                                53                 37
About half of the spots used                                          31                 22
Some of the soots used                                                29                 20
Few of the spots used                                                 10                  7
None of the spots used                                                 8                  6
Not sure/not aoolicable                                                4                     .


53. Consider the radio, TV, or newspaper spots your district office
used that were not provided by SSA headquarters.   Were any
intended at least in part to inform people about the SSI program?


                                                            Freauencv              Percent
Yes                                                                  138                 97

Don’t know - N/A                                                       3                     .


64. Were any of the media spots used that were not provided by SSA
headquarters  devoted primarily to informing people about the SSI
program?


                                                            Frequency              Percent
Yes                                                                  124                 90
No                                                                    14                 10
Don’t know - N/A                                                       8                  .




Page   28                               GAO/HUD-@l-l@l%   Managem’   Views on SSI Outreach
                   Amendlx     I
                   Telephone Survey of lbnagem   of SSA
                   Dbtrkt. offlcea




                   55. Again consider the media spots used that were not provided by
                   SSAheadquarters.     Were any of the spots that were devoted prima-
                   rily or in part to SSI targeted mainly toward:


                                                        Yer                                     No
                                                 Freauencv          Percent             Freauencv           Percent
                   a. Elderly persons                     105                78                     29            22
                   b. Blind or disabled
                      persons                             111                82                     24            18
                   c. Homeless Dersons                     59                44                     76            56
                   d. Non-English-speaking
                      persons                              28                21                  107              79
                   e. People who live in
                      rural areas                         64                 47                     71            53



                   56. In general, regardless of the target group, do you believe that
Effectiveness of   any particular  activity is more effective than others in informing
Outreach           people in your district about the 851 program?


                                                                                    Frequency               Percent
                   Yes                                                                        129                 89
                   No                                                                          16                 11
                   Don’t know                                                                   1                  .




                   Page 24                                 GA0/Hl?D9149F’S        Managers’   Views on SSI Outreach
Telephone    Survey of lbbugen   of SSA
Ine*ofneer




57. Which activity is the most effective                 in informing      people in your
district about the SBI program?


                                                                 Frequency             Percent
Training staff from other agencies/advocacy     groups
   to do SSI outreach                                                      21                   16
Presentations or speeches before the public, staff of
   other agencies/advocacy     groups                                      19                   15
TV ads or procrrams                                                         5                    4
Radio ads or programs                                                      12                    9
Newspaper articles or ads                                                  15                   12
Visits to shelters, soup kitchens, churches, or other
   local sites                                                             17                   13
Joint participation in special outreach projects with
   other agencies/advocacy     groups                                      31                   24
Other activity                                                              9                    7
Not applicable                                                             17                        .


58. Do you have any statistical     records or other tangible evidence                          to
document the effectiveness      of this activity in your district?


                                                                Freauencv              Percent
Yes                                                                        47                   37
No                                                                         81                   63
Not sure                                                                    1                        .
Not applicable                                                             17                        .



59. In your opinion, about what percent of all SSI applicants during
fiscal year 1989, if any, applied as a result of your district office’s
881 outreach efforts?

26.7 (mean)

60. Approximately    how many other agencies, advocacy, or coalition
groups refer potential 881recipients to your district office?

18.6 (mean)




Page 21                                   GAO/IiRINl-19FS     Managers’   Views on SSI Onbach
Appendix I
Telephone Survey of Managers      of SSA
Districtofnces




61. Consider the outreach and public information      activities related
to SSI your district office currently conducts. In your opinion, do
these activities reach all or almost all, most, about half, some, or
few, if any, of the potential SSI recipients in your district?


                                                                 Frequency               Percent
All or almost all of the potential SSI recipients                           42                 29
Most of the ootential SSI reciDients                                        59                 41
About half of the potential SSI recipients                                  18                 13
Some of the potential SSI recipients                                        23                 16
Few, if any, of the potential SSI recipients                                 1                  1
Don’t know                                                                   3                   .


62. Would you say that your district office’s SSI outreach efforts
during fiscal year 1989 were very effective, somewhat effective, or
not effective at all in informing potential SSI recipients about the
program?


                                                                 Frequency               Percent
Very effective                                                              55                 38
Somewhat effective                                                          89                 61
Not effective at all                                                         1                  1
Not sure                                                                     1                  .


63. In your opinion, would you say that during the past 2 fiscal
years (fiscal years 1988 and 1989), the number of potential SSI recip
ients your district has been reaching through its SSI outreach
efforts has increased, remained about the same, or decreased?


                                                                 Frequency               Percent
Increased                                                                   71                 49
Remained about the same                                                     69                 47
Decreased                                                                    6                  4




Page 26                                       GAO/HRINl-19FS   Managers’   Views on SSI Outreach
                      Telephone Survey of Managms   of SSA
                      Dletrkto!ncea




                      04. About how many staff members throughout      your district                  con-
Staff Resources       ducted any outreach or public information activities related                    to 851
Devoted to Outreach   during fiscal year 1989?

                      7.4 (mean)

                      65. What is the job title of the person in your district              office who
                      conducts most of the 881efforts?


                                                                                Freauencv               Percent
                      District manager                                                     37                 25
                      Assistant district manager                                           20                 14
                      Branch manaaer                                                        2                  1
                      Operations supervisor                                                19                 13
                      Public information officer                                            1                  1
                      Field representative                                                 56                 39
                      Claims representative                                                 9                  6
                      Other (please specify)                                                2                  1


                      66. Including branch office and resident station staff, if any, during
                      fiscal year 1989, about how many hours per month, on average, did
                      staff spend conducting SSI outreach activities?


                      Hours                                                     Frequency               Percent
                      10 or less                                                           69                 48
                      11-20                                                                46                 32
                      21-30                                                                13                  9
                      31-40                                                                 8                  5
                      More than 40                                                          9                  6
                      Not sure                                                              1                   .




                      Page 27                                GAO/HlUMl-19F8   Managers’   Viewe on SSI Outreach
Appendix I
Telephone Survey of Managers      of SSA
Dwrlctomcee




67. During the past 2 fiscal years, would you say that your district
office’s outreach or public information  efforts related to SSI have
increased significantly,  increased moderately, stayed about the
same, decreased moderately, or decreased significantly?


                                                                 Frequency               Percent
Increased sianificantlv                                                     23                 16
Increased moderatelv                                                        61                 42
Stayed about the same                                                       43                 30
Decreased moderately                                                        14                  9
Decreased sianificantlv                                                      4                  3
Don’t know                                                                   1                  .


68; What do you believe is the primary reason why your district
office’s 881 outreach efforts increased during the past 2 fiscal
years?


                                                                 Freauencv               Percent
Addition of a public information officer/staff                               1                     1
Addition of other staff                                                      2                     2
Participation in a special pilot project                                     2                     2
Increased emphasis by district office on SSI
   outreach                                                                 18                 22
Increased emphasis from regional office on SSI
   outreach                                                                 17                 20
Increased emphasis from SSA/central office on SSI
   outreach                                                                 20                 24
More staff time due to initiation of the l-800, toll-free
   telephone number                                                           .                    .
More staff time due to a decrease in the regular
   caseload                                                                  1                     1
Potentiallv eliaible persons were not well informed                          .                     .
Gr;&&xo;mber        of persons potentially eligible for
                                                                             4                  5
Other reason (please specifv)                                               19                 23
Not applicable                                                              62                  .




Page 28                                      GAO/HRD91-19F’S   Managers’   Views on SSI Outreach
    Appendix I
c   Telephone Survey of Managem       of SSA
    Dbtrietofflees




    69. What do you believe is the primary reason why your district
    office’s 881 outreach efforts decreased during the past 2 fiscal
    years?


                                                                     Fnauenb               Percent
    Staff cuts                                                                17                 94
    Other reason (please specify)                                              1                  6
    Not arxdicable                                                           128                  .


    70. Do you believe that the SSI outreach efforts of Social Security
    offices in general are reaching all or almost all, most, about half,
    some or few, if any, of the people nationwide   who are potentially
    eligible for SSI?


                                                                     Frequency             Percent
    All or almost all of the potential SSI recipients                          32                23
    &lost of the potential SSI recipients                                      61                43
    About half of the Dotential SSI recidents                                  26                19
    Some of the potential SSI recipients                                       19                14
    Few, if any, of the potential SSI recipients                                1                 1
    Don’t know                                                                  7                 .




    Page 29                                       GAO/HBD91-lBl%   Managed   Views on 881 Outreach
Appendix II

Major Contributors to This Fact Sh&t


                        Roland H. Miller III, Assistant Director
Human Resources         David Alexander, Team Member
Division,
Washington, DC.

                        Ronald Leporati, Evaluator-in-Charge
Philadelphia Regional   Melissa S. Harless, Team Member
Office




(106116)                Page 30                           GAO/HRD-Bl-19F8   Managed   Views on SSI Outreach
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