# Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic
> **Audit** by Social Security Administration OIG · 2023-08-29
> *About: Social Security Administration*
## Report
- **Title:** Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic
- **Submitting OIG:** Social Security Administration OIG
- **Component agency:** Social Security Administration
- **Type:** Audit
- **Publication date:** 2023-08-29

## Summary

Objective: To determine whether the Social Security Administration had and used management controls over the service its 800 number employees provided callers during the COVID-19 pandemic.


## Recommendations

- **Rec 1** (Open): Create a performance standard that requires that teleservice center managers and other employees who conduct service observations conduct a minimum of three service observations for each qualified 800-number employee per month, as required by SSA…
- **Rec 2** (Open): Create policy to ensure all problematic calls identified through speech analytics are referred to regional management and regional management intervenes with the 800-number employees referred within defined timeframes to ensure prompt interventions…
## Source
- [oversight.gov report page](https://www.oversight.gov/reports/audit/controls-over-social-security-administrations-national-800-number-service-during)
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