The Online Newsletter of the National Council of Social Security Management Associations, Inc.

Editor

President's Message

By Ron Buffaloe

NCSSMA President

We've just completed a wonderful 35th Annual Meeting of the National Council hosted by the New England Social Security Management Association in Providence, RI. These meetings, which rotate around the ten regions on a set schedule, allow delegates and alternatives from across the country to come together to see old friends and make new ones, to hear from our agency's leaders, to discuss and debate resolutions generated at the grassroots level, to hear and make decisions on reports from committee chairs, and to elect the organization's officers for the coming year.

This special edition of FrontLine is covering many of the highlights of the 35 th meeting, and the minutes prepared by our Secretary, Judy Bernstein, will cover all the details, but I want to share with you a few items important to me. First, the main purpose of the meeting is to debate and adopt resolutions, submitted by the 10 regional associations, on the major issues important to our members. We adopted two courtesy resolutions and fifteen resolutions requiring action by our committees and the Executive Committee. That package of adopted resolutions has already been shared with you by email. One additional resolution was referred to committee for investigation and action as needed.

These fifteen resolutions will set the agenda for the National Council for the next year. They will be assigned out to our committees for discussion and action and will require action plans, midterm progress reports, and final reports to our membership. The Executive Committee will be responsible for overseeing that effort and making decisions throughout the year regarding those resolutions.

The Executive Committee itself will have very little change in membership over the next year. All of our National Council officers running for reelection were elected for another term. I am pleased to return for a second, and according to our bylaws, final term as your President and extremely happy to have Vice President Rosemary Dunkle, Secretary Judy Bernstein, and TSC National Representative Rudy Macias back for another term as well. Immediate Past President Tony Pezza remains in that role for another year. Rejoining the Executive Committee is our new Treasurer Bob Barth, replacing outgoing Treasurer Greg Heineman. Bob is a past Denver Region Management Association president and served several terms on the EC in that role. Greg was recently elected president of the Kansas City Management Association and will remain on the EC in that capacity. I am also pleased that our Executive Officer Bethany McGuire is willing to serve another year..

Greg Heineman's move from Treasurer to KC president is only the latest of several changes in the ranks of regional presidents who comprise the rest of the NCSSMA Executive Committee. I'd like to officially welcome Carol Weber, who replaced Tim Crews as Philadelphia Region Management Association president in late summer, and say good-by to Barbara Rudsell, Kansas City's Vice President, who has been the KC representative to the Executive Committee for the last couple of months while Greg finished out his term as our Treasurer. We do not anticipate further changes in the group of regional presidents until regional elections next year.

Two very special people were recognized during the Annual Meeting with the receipt of our highest awards. Already announced was the presentation of this year's Community Service Award to Edward Perry, Jr., District Manager of the Dallas Oak Cliff, TX office. I was pleased that Ed was able to be with us at the banquet on Wednesday night of the annual meeting. I was able to share with the audience some highlights from the extremely impressive nomination submitted for Ed and to present his award to him personally. He received his award during a most deserved standing ovation.

Even more special to me was to be able to personally present this year's Joseph Collins Award to Rick Warsinskey, District Manager in Cleveland, OH and President of the Chicago Social Security Management Association. As all of you know, in addition to those duties, Rick also chairs our Staffing and Training Committee and is primarily responsible for the three major surveys we have done over the past few years. If that were not enough Rick also finds time to have an interest in and to be involved in all things automation and systems related, is our representative on several national workgroups, helps keep an eye on our website ncssma.org and newsletter FrontLine, is a member of the new NCSSMA Management Structure Workgroup, and maintains and keeps me posted on our management and supervisory staffing numbers for the entire country. Needless to say, this was a most deserved award and Rick also received it to a standing ovation from the audience. Summaries of both award nominations will be in the official minutes of the annual meeting.

I want to close with a pitch for volunteers to serve on our ten standing committees that will need new members. I hope to announce the 2004-2005 committee chairs in the next few days and will then ask the regional presidents to nominate committee members to staff each of those committees. If you are already serving as a committee member and enjoyed the experience please volunteer for another year. If you have not served before, and think you have time and energy to contribute, please let your regional president know that you would like to volunteer. Because of the wide range of activities carried out by the ten committees I know you can find one that shares your interests. Of particular interest to me is our newest committee, the Communications Committee, which replaces the Website Committee and Professional Relations Committee. This new committee will oversee and support the publication of our website ncssma.org and our online newsletter FrontLine. I would also like them to look into reinvigorating our member services effort. We are looking in particular for members who have an interest in and possible experience in writing, website development and maintenance, or newsletters.

I very much appreciate the opportunity you have given me to lead this organization for another year. I think we made much progress on our key issues over the past year and I look forward, with your help, to even more progress over the next year.

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Interview with Sara Garland

By Rick Warsinskey, Cleveland, Ohio

Sara Garland has been the NCSSMA lobbyist for six years. A week after she spoke to the delegates at our Annual Meeting, I interviewed her about her work for us. (Note, Sara's talk at the Annual Meeting will be in our meeting minutes.)

I asked Sara why she had come on board to be our lobbyist. Sara stated she likes to represent organizations where the members are really concerned about their issues and where you get a good feeling about representing them. She found that perfect match in representing NCSSMA. Sara stated she had worked thirteen years on the Hill and that one of the number one concerns of constituents was always Social Security. So she knew our organization was a key organization to working on improving our Agency which would help address constituent concerns.

Sara said her interest in representing organizations that she had a good feeling about led her to represent the Sesame Street workshop (Big Bird!) and institutions of higher learning like Tribal Colleges and colleges in North Dakota where she is from.

running our offices. This has given her a great appreciation for the dedication of SSA management and employees. Sara said she has to constantly study our issues because they are so complex. This includes not only SSA-related issues but federal employee issues in general.

Sara also said it was quite interesting working with the various regional associations. She found that many of their issues were often different, from one region to another, and she needed to be sensitive to those concerns.

I asked Sara if she saw new challenges for us after the most recent election. Sara stated that privatizing the financing of Social Security trust funds would likely be a big issue on the agenda of the president. Changes in how Social Security is paid could lead to lots of new complex administrative issues for us. This is something that will need to be closely monitored.

How will changes on the Hill impact on us? Sara stated the republicans may feel they have a mandate for change. But the lack of a filibuster majority will likely force the two parties to deal with each other in the Senate. Overall membership on the Hill was relatively unchanged but we will need to get to know the new members to establish a contact with them.

Sara concluded our interview by saying that our organization has wide respect on the Hill because of the professionalism of our members and the dedication they have to the public they served.

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Bill Gray

Bethany McGuire

Bill Gray Speaks at NCSSMA Annual Meeting

By Bethany McGuire, Saco, Maine

Bill Gray, Deputy Commissioner of the Office of Systems, spoke at NCSSMA's 35th Annual Meeting in Providence, Rhode Island on October 27 th , 2004. Bill started his career 25 years ago in the Sandusky, Ohio field office. Clearly his experience in operations is serving him well in his current position as he strives to ensure that the Office of Systems delivers new programs and enhancements on time to meet the needs of operations. Bill was pleased to have the opportunity to address field and TSC management. He provided the delegates with an overview of some of the areas that Systems has and will be working on. He stated that our biggest challenge as an agency right now is that we face so much change. As he sees it there are three very large change drivers in play—a new workload, new service delivery channel and new business processes.

Bill described all of the activities being undertaken to prepare the agency for the new workload coming with the Medicare Prescription Drug Program. It requires a new program, systems screens, interfaces, data exchanges and both intranet and internet applications. The challenge will be to pull it all together by July of 2005 when the agency hopes to start taking and processing the subsidy applications for Part D.

Internet services comprise the new service delivery channel that SSA has been developing. Bill stated that it is our most popular service delivery mechanism—97% of users rated it very high. Although SSA's website has won several awards, Systems continues to build more internet applications and improve our existing services. One of the more exciting developments is that the pin and password gateway to internet use is being replaced by a knowledge based system of entry to make it more user friendly. This will enable more beneficiaries to access these services. Systems is also looking at teaming with private companies who issue secure pin/passwords (verifying identity) for internet use to see if we could utilize these same pin/passwords to allow us to be more interactive with our web services. A customer could then access earnings information or other private information immediately on-line if we could be assured of their identity.

The third change driver Bill discussed was the new business processes that SSA is developing in disability and with the paperless initiatives. He described the five different systems that are involved in EDIB spanning from the internet applications to the Case Processing Management System utilized by OHA. Delegates were surprised to learn that 6.5 million claims have been taken in EDCS and 86000 people have filed through the internet.

Bill stated that the paperless initiative is an enormous change for the agency when you consider how we create it, file it, retrieve it, mail it and store it. All these processes are now in an electronic environment. This will require Systems to develop a claims file records management system to track claims, determine appropriate purge dates and destroy records at the proper times. This electronic environment will change the way we work, enable us to gain new efficiencies and even change the way our offices look. In the future, there will no longer be folders on desktops and rows of file cabinets. People in different locations can review and discuss cases at the same time.

Bill also discussed several areas that the Office of Systems was working on to enable us to provide better service to the public both in programmatic areas and telephone technology. He followed his presentation with a question and answer session. Members seemed to feel comfortable in posing questions and Bill was open with his answers. Some of the areas that were covered were additional terminals, communications with the field regarding changes, promulgation of regionally developed software, and sharing of information. This session provided additional insight for members as to what the Office of Systems is involved in. It also provided an avenue for ongoing communication of field office concerns regarding systems support for our workload process.

One delegate stated, “It is always astounding to me how rapidly we are progressing in the area of systems. After hearing Bill talk about what is happening in the future, I am in awe of what we are doing and what we are trying to accomplish. I just wish I could be around in 10 years to see what our business process looks like. And I hope in the next five years that I can keep up with the changes!! It really is a little scary, but it is also exciting.”

Overall members felt the presentation was very informative and interesting. They enjoyed the opportunity to hear Bill speak and be able to ask questions or raise concerns.

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Carla Martin

Commissioner Barnhart

Linda McMahon

Perspectives on Address by Jo Anne Barnhart and Linda McMahon

By Carla Martin, Holyoke, Massachusetts

You can read a full account of the Commissioner Joanne Barnhart's and Deputy Commissioner Linda McMahon's statements in the minutes.

The atmosphere in New England was charged to say the least. Our beloved Boston Red Sox were playing in the World Series. Adding to the excitement was the opportunity to have the Commissioner and the Deputy Commissioner of Operations appear together at the conference. This is the third annual meeting in a row both have spoken to our group. This is the first year they have spoken jointly. Though we got a “double talk” what we heard was far from “double talk”. The format worked well particularly during the question and answer period. Both added to each other's comments and answers on a particular issue from her own perspective. It made for a livelier session and interesting exchanges between them. I saw this as a positive sign of our leadership where it is okay to look at things differently so that many perspectives can be considered thus leading to better decision making.

Even more interesting, particularly to someone who has never been in the same room with both the Commissioner and the Deputy Commissioner was the interaction between the two of them. It was obvious they have a great deal of admiration and respect for each other. It was apparent that they work well together and are a strong team. The Commissioner even began her brief statement by commending Linda McMahon for the job she has done and stating that we couldn't have anyone better than her advocating for us. The Commissioner stated Linda knows the challenges we confront and has the highest integrity.

The theme of integrity figured a lot throughout both their presentations and the question and answer period. Linda McMahon stated that as managers we need to have integrity and set the example. She also stated that integrity also means being forthright and open and to tell the truth. We need to be able to ask a question without fear and that being open doesn't mean we are putting a bad face on the Agency. Both stated that we need to push for more openness even among our staff; we need to talk about problems so we can improve things; and that if we understand something we are more likely to do it.

A lot of their ideas for team work and management came across in their answers to questions. Often, it felt almost like I was in the dugout getting a pep talk – perhaps similar to one the Head Coach for the Red Sox was giving his assistant coaches. In addition to talking about integrity, they both talked a lot about how to handle change as managers. Linda McMahon stated that managers need to provide a context when we shift midstream so people understand and that requires ongoing conversations with the staff.

A good manager balances all goals. The Commissioner added that a key essence to managing is to be able to work with people who handle change differently and work to bring different perspectives together so that all come through the change. Constant communication is necessary to ensure adjustments are made and everyone understands what is going on and why.

I was struck by the Commissioner's appreciation of our super work ethic. She had a real appreciation for how hard we work in the field to provide public service. The Commissioner's last statement fit best the sentiments of the week “see the possibility of what can be” - as a lifelong Red Sox fan (yes, who believed in the curse) I saw the possibility of getting beyond what has always been. I know that we were playing in the World Series only after many starts and stops, disappointments, constant adjustments, team work, superb managing, hard work, perseverance, faith and luck. And as a new Assistant Manager listening to my boss, I understood what she meant. I could see the possibilities…

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Doug Schenck

Alan Alexander

Postcards from Providence

By Doug Schenck from Rockford, IL and Alan Alexander from LaFayette, IN

Recently, several members on the Executive Committee of the Chicago Social Security Management Association (CSSMA) were privileged to attend the National Council of Social Security Management Associations' (NCSSMA's) annual meeting. This year this event was held in Providence, Rhode Island, which is part of the Boston (New England) Region. Among those attending this event and representing Region V were some of the editors/writers for ‘CSSMA Today', CSSMA's quarterly newsletter. When the leadership of NCSSMA learned that ‘CSSMA Today' writers were going to be in attendance at this yearly event, they requested that we contribute something for use in “Frontline”. Further directions/requests given were that the contribution should not be a routine recitation of the business meeting and the resolutions adopted (as important as they might be). Rather, the charge was that our written product be more a reflection of our impressions of Providence, of the ‘goings on' at this annual event, and of our comrades in CSSMA's sister Associations from around the United States.

Thus, we are providing ‘Frontline' with something we've called “Postcards from Providence”. These “Postcards” are really just little notes of some of what went on each day at (and in connection with) the annual meeting. Hopefully, those from the rest of the country will gain a little insight into the nature of these meetings as well as gain a little insight into the mid-western mind set. But enough of this preamble and on with the “Postcards”.

can usually understand what's being said and – even if you don't – just nod; I found that works quite well and usually no one notices.]

In any event, the cabbie dropped us off at the place where we stayed and where we held our meetings: The Biltmore Hotel in downtown Providence. This hotel is, admittedly, aging a bit but is still very classy and possessed of some colorful history (sort of like my wife, except for that ‘colorful history' part). In any event, after a long day, spouse and I had dinner and hit the hay (that's mid-western for going to bed) and were out like lights.

Postcard Home - Day 2 – Monday, 10/25/04. Spouse and I had signed up for one of those ‘side trips' that the very accommodating host Region usually arranges in connection with one of these events. These are designed, in part, to help the visiting delegates gain a deeper appreciation for the local flavor of the City and Region hosting the national meeting. They are also designed to provide the accompanying spouses/significant others something more uplifting (and less financially damaging) to do than just shop and eat. Finally – and this is just a theory of mine, of course – I think these side trips are designed to really tire you out so you can actually look forward to sitting still and paying attention for two and ½ days of frequently busy, sometimes intense and always substantive meetings. In any event, the side trip the ‘better half' and I chose to enjoy was a trip to Plymouth, Mass where we could see THE Plymouth Rock, the Mayflower II and the Plymouth Plantations which is a living history-like recreation of the community some of our first American settlers called home. This was truly enjoyable and one could help but feel a real sense of the history that was all around us as we took in the sites. [Note to Readers: Plymouth Rock actually has the year “1620” chiseled into its surface which, I'm sure, the Pilgrims must have found helpful when trying to decide which Rock to aim their ship at as they approached the Massachusetts shore.]

The Mayflower was home to over 100 passengers who – for the entire 66 day voyage – could not even leave the hold of their ship while traveling over the Atlantic from Europe. The travails of these travelers – the first of a long line of the ‘…masses, yearning to be free…' – can only be fully appreciated if one does as we NCSSMAnians did that day and travel in one large group to such a site in a greyhound-like tour bus which is equipped with seats more appropriately sized for Hobbits than for well-fed folks such as ourselves. And the re-created homes of the Pilgrims were certainly modest and very basic by modern standards, giving one a great appreciation for the sufferings of our pioneering forefathers who – with succeeding generations in mind – bore great burdens just so that we Americans might all have a better, more promising future. [Note to Readers: Always the practical thinker, spouse recognized that one of the chief burdens of our ancestors was a notable lack of indoor plumbing and – additional horror – little or nothing in the way of paper products. But enough said on that subject, lest the ‘Frontline' editors quash this first attempt at sharing Midwestern, practical perspectives.]

Day 1 ended with the NCSSMA President's Reception which was really sort of an extended ‘Happy Hour' wherein delegates and folks from across the country got a chance to socialize with their counterparts from other Regions, renewing old acquaintances and making new ones. It was also a chance to do a little “politicking” if you were one who was running for a national office or if you had a controversial resolution you wanted to see passed. And – on this score – the room sometimes looked like the after-the-political-debate, media spin-rooms we've all seen on TV.

Finally, on this occasion, the Reception was a chance to see our current SSA Commissioner dance – and I mean dance like she meant it – to the tune of some good old rock and roll tunes played by the hotel's piano man. This was fun to see and we're hoping the pictures come out as they may be worth something to someone (and, perhaps, they may even be valuable to the Commish herself, if she wants to limit her exposure in this venue).

Postcard Home - Day 3 – Tuesday, 10/26/04. This day began with a hearty breakfast served up by the hotel staff. Invocations are – in this humble writer's opinion – all too rare nowadays. But not at NCSSMA where breakfast began, as it should, with an appropriately contemplative moment. Then we moved on to remarks of welcome by the Regional Commission for Boston and others, including our gracious host committee. Following this nutritious kick-off, it was on to the meeting room and the real business of this yearly gathering. Following a description of the basic ground rules for the next 2 and ½ days of organizational meetings and other somewhat mundane NCSSMA business, we heard remarks from Commissioner Barnhart and DCO Linda McMahon, followed by a question and answer opportunity. The notes associated with their joint presentation will be shared formally so I won't list the hi-lites here except to note that these two ladies always impress their audiences when they speak. Both have obvious passion for what they do, both are clearly intelligent and knowledgeable, and both have a significant reservoir of conviction concerning their vision for SSA. This combination of commitment, knowledge and authority guarantees an interesting, insightful, and – sometimes – a riveting presentation and this was no exception.

Spouse and I finished the day with a quiet dinner at “The Cheesecake Factory” (one of spouse's favorites) followed by an earlier-than-usual turn-in since we were still a little foot-weary from the visit to Plymouth and – besides – Red Sox fans seemed to be everywhere celebrating “The reverse of the curse”. [Side Note: This annoyed the New York delegation no end. When confronted by the seemingly unending line of jubilant Sox fans, the Yankee fans kept making gestures that appeared something like someone scrapping his chin from the Adams apple on outward with the back of his hand and they kept making statements like ‘check the history books'. The Sox fans were, of course, undeterred and just plain incorrigible throughout that week. But after such a long dry spell, who could blame them?]

Postcard Home Day 4 - Wednesday, 10/27/04. More serious business took center stage throughout this day. Following the end of this long, second day of meetings, however, the formal banquet was held in accord with NCSSMA tradition. The banquet is one of those activities where spouse's/significant others can attend and – after the customary invocation – enjoy both the food and the entertainment that the hard-working host committee has prepared for the celebrants.

To offer yet another perspective on the annual meeting we asked some participants who were attending a national, annual meeting for the first time to share their thoughts with you. Here are the First Impressions from Peggy Lanning, San Diego, CA, Patricia Hickey, Bangor, Maine and Earline Marchand of Lake Charles, LA.

Pat Hickey

Earline Marchand

Peggy Lanning