supplemental security income operations supervisor resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
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Professional Summary

I am a conscientious, dedicated and hardworking person who seeks to return to the federal workforce. I believe in maintaining the integrity of federal agencies whose sole purpose is to provide aid to people in need of assistance for a better life. I have 17 years of Social Security benefit background and great professional relationships with my previous employers. I am motivated and aspire to learn new federal programs that help the less fortunate.


Display teamwork and have good working relationship with employees and upper management.

Ability to research and analyze complex legal and technical issues from multiple sources for case eligibility determination.

Develop and accurately resolve critical issues amongst customer and employee relations.

Communicate orally with people from diverse backgrounds and other government agencies. Conduct face to face or telephone interviews with a wide range of internal and external contacts.

Ability to communicate complicated matters related to entitlement programs and able to provide explanations on laws, regulations and procedures.

Recognize emotions that may hinder effective communication and able to maintain a professional and sympathetic demeanor.

Knowledge of office supervision, including organizational analysis, work flow, operation of automated systems, telecommunication security technology, departmental forms.

Knowledge of training, best practices and supervisory techniques.

Work History
Supplemental Security Income Operations Supervisor, 12/2014 - 10/2018
Social Security Administration City, STATE,

In the Pasadena office I supervised a range of ten to thirteen SSI Claim Specialists. I along with my management peers approved promotions and transfers to other offices.

As an SSI Operation Supervisor I adopted all my previous SSI program workload duties that I had learned from the Downtown Social Security Los Angeles office. I relocated to Pasadena office when the need for help in the Pasadena office arose. I maintained weekly unit meetings with employees to express appreciation for their hard work and discuss workload progress and updates. Encouraged discussion to explore ways to enhance and improved work process in order to continue the work ethic within our department and staff.

Additional acquired experience within my managerial duties included opening and closing the office, receiving and sorting mail for the staff. To ensure a smooth start in the morning, I welcomed the visitors in our office as we opened the doors at 9:00 AM. I helped claimants by checking in and utilizing our check in kiosk and redirecting them to the proper window and service specialist.

As part of management my duties included assisting with high risk visitors with whom it was necessary to maintain a professional and calm demeanor during their visit. On occasions I filed high risk reports when office threats occurred due to upset clients.

I represented our local SSA offices by attending various career fairs at the Pasadena Community College and Almansor Park in the city of


I had the opportunity to manage the time keeping for the office staff, made decisions on vacation, overtime and compensatory requests for my department.

I was a member of the Representative Payee Cadre and reviewed third party facilities like the Eastern Los Angeles Regional Center and provided recommendations and SSA regulation reminders of their responsibility as an organizational payee to clients who receive the SSI income.

I was a member of the Representative Payee Cadre and reviewed third party facilities like the Eastern Los Angeles Regional Center and provided recommendations and SSA regulation reminders of their responsibility as an organizational payee to clients who receive the SSI income. Every beginning of the fiscal year SSA released a goal of Redetermination cases that entailed the review of SSI cases that needed review for eligibility purposes. Highly sensitive documentation was gathered and analyzed and applied for payment eligibility. Current income and resources needed to be reviewed by the SSI recipient to determine payment calculation amount from the program. During all my supervisory years I led and guided my team and successfully accomplished the goal released by the agency.

On a rotational basis I provided Think Twice meetings to the staff to communicate reminders on the agencies work ethics and responsibilities as employees. I assisted with participating on a couple of disciplinary actions to correct the employees behavior. I provided ratings and performance reviews to the SSI unit and delivered awards based on work performance.

Supplemental Security Income Operation Supervisor, 03/2010 - 12/2014

I supervised the Supplemental Security Income Unit (SSI) consisting of 20 Claim Specialists in the department. One of the most important parts of the claims process is gathering, recording and evaluating evidence and documentation submitted by the applicant. I communicated status requests to employees regarding status on their claims on a daily basis to secure that cases were being processed. My daily responsibilities also entailed reviewing employee's pending listings, controlled submitted initial applications, hat needed eligibility review and monitored appealed claims.

I managed and assigned to technicians approved cases by the Department of Developmental Services (DDS) which needed processing for payment eligibility.

Simultaneously, I kept track of claims that were in transit to and returning with a decision from the Office of Hearing and Appeals (OHA). Cases approved by OHA were time sensitive and needed immediate action for payment eligibility as well.

I utilized various Social Security software programs such as The Workload Action Center (WAC) which allowed me to enhance my search for cases in need of special attention for payment, denial and appeal process. On a daily basis I monitored and assigned online new cases and appeals as well as monitored the office's lobby for claimants who were filing with and without appointment. I assisted peers by monitoring the office foot traffic and ensured office visitors were assisted on a timely basis.

In addition, to the initial claim applications I also reviewed various Post-entitlement workloads through different SSA websites and applications such as MI reports, Denver National RZ Volume Tracker, SSTNG and CHINET. These sites facilitated the control of various workloads like Redetermination cases that were up for review, Limited issues and Diaries which were cases with special needs requiring development of a specific issue or event without conducting a full SSI claim review.

In addition, I monitored the online Medicare Part D Extra Help initial and incomplete applications and assigned them to the staff for eligibility determination. I monitored Fugitive Felon cases, SSA-92 (Quality Review), and Payment Offsets and assigned technicians these workloads for case review. I was responsible for the control and maintenance of SSI overpayment listing and ensured the listing was properly processed by employees by offering assistance with overpayment waivers an appeals. In addition, I reviewed and approved by signing off on critical immediate payments, one time payments and various amounts of underpayments.

I monitored and requested status from employees on the E4641 SSA website which provided bank statement responses that were needed as evidence and documentation for SSI applicants.

I controlled our online office appointment SSI calendar and made the necessary changes to the site to secure available time slots for the public. I re-assigned walk ins and appointment to avoid long wait times and ensured better service to our clientele. I directed calls as needed and assisted with daily case inquiries and provided technical guidance to all levels of technicians within my home office, in and out of state offices as well as third party agencies.

During my supervisory years I had the opportunity to conduct integrity reviews, interview audits, desk audits, mail audits and performance plan reviews to employees. I provided constructive feedback and ratings on categories of interpersonal skills, participation, demonstrating job knowledge and achieves business results.

I coordinated meetings and refresher training as needed for the unit in order to clarify policy, concerns and to maintain ourselves current with policy and procedures.

I made myself accessible to the employees when technical assistance was needed on matters of technical issues such as un-suspending or unlocking them from various SSA applications such as TSRP, E4641 website, Main frame and PCOM.

Social Insurance Specialist Operation Supervisor, 06/2009 - 03/2010
Social Security Administration City, STATE,

In the University Village Office in Los Angeles I was promoted to Operations Supervisor I provide assistance and guidance to eight Service Representatives. I reviewed, evaluated and controlled various workloads on a daily basis by pulling the listings on Death alerts, Investigation and Suspect listing in relation to social security number applications. I oversaw SSA listings on various applications such as Stand-Alones, Tickle lists, PCACS, MDWS, Earnings Modernization 2.8’s, 1133’s, E-562’s, POS Inputs, Remittances, Representative Payee applications, PUPS alerts, administrative waivers and wage garnishments. The listings above are exclusive to SSA. They entail the process to update and correct addresses on the individual's SSI claim as well as those who were receiving SSA retirement payments. Bank information updates, prisoner status, earnings modifications, third party facilities changes and the process of overpayments. On a monthly basis I was responsible for printing the SSI notices and ensuring letters were mailed.

My duties entailed providing Service Representatives their performance reviews and career ladder plans with recent hires and monthly work unit reports in order to help them improve and excel in their career development. I conducted desk and interview audits, monthly integrity reviews on the process of social security number applications in order to ensure that quality work was performed.

I promote myself as a fair advisor and a “go to” person when my suggestion is requested on technical questions within my expertise in the department of Service Representatives and SSI Claim Specialist unit.

I assigned and delegated pending workloads, created and organized the monthly window duties of Service Representative’s. Created calendars in order to keep a fair and stable workflow schedule. I approved leave to Service Representatives according to the situation and delegated changes when employees were absent. I coordinated and gave refresher trainings as well as conducted weekly meetings to review policy and procedures.

I provided assistance and technical expertise to clarify law and regulations on SSA programs to clients during their office visit. I contributed to agency objectives by maintaining short wait times in order to provide excellent customer service to our visitors. During busy times I continued to involve myself with window interviews to relieve the wait times and foot traffic in the office. I made myself available to provide program information and assistance via phone and in person to irate claimants or simply to clientele that demanded to speak to a member of management. I served as a coordinator for the financial institution representatives to visit our local office on a weekly basis to provide assistance with direct deposit to our clients. As SSA moved towards online services, I was involved in promoting and contributing innovated ideas to our office.

Social Insurance Specialist (Bilingual), 09/2001 - 06/2009
Social Security Administration City, STATE,

My duties included public assistance in person, telephone, e-mail or by mail in English and Spanish. My expertise concentrated on the completion of initial and post-entitlement applications for disability, blind and aged provisions of the Supplemental Security Income Program (Title XVI). The program Modernized Supplemental Security Income Claim System (MSSICS) enabled me to establish, obtain, clarify, and verify information regarding benefit eligibility as well as application intake. When interviewing a claimant for a disability claim I loaded and compiled all disability information onto the Electronic Disability Claims System (EDCS) system and made sure it was secured and obtainable in view mode on Electronic View (EVIEW) before sending it to Disability Determination Services (DDS) for a decision. I also processed Social Security Disability benefits (Title II) and Medicare insurance health plans on the Modernized Claims System (MCS). Frequently, the claimants I provided service to were referred to State Disability, and State Welfare, depending on their needs and inquiries. On a daily basis, I determined and fully processed eligibility and entitlement requirements utilizing various SSA program tools. During the disability applications process and pre-effectuation reviews I furnished assistance and secured vital documentation and evidence required for SSI applications. Furthermore, I conducted three levels of appeals for claimants who wished to pursue with their denied claims; these were Reconsiderations, Hearings and Appeal Counsel Reviews. Calculated and released retro-active underpayments due to the Department of Public Social Services, attorneys or eligible representatives and to claimants. Received and processed reconsideration appeals and waivers for cases with overpayments and determined whether the provisions applied.

In addition, I controlled and reviewed all of South Central Los Angeles Regional Center (SCLARC) cases that had a pending re-determination involved, actionable issues that needed resolving. I identified and established whether or not a claimant had the capability of handling their own affairs in accordance to medical evidence presented and further established their need for a fit representative payee and in due time reassessed the continuing suitability of such agents. In processing payee applications I utilized Representative Payee Systems (RPS) program.

I was the lead Claims Representative of the office’s existing Continuing Disability Reviews (CDR) workload. In doing so I needed to control, clear approximately 40 to 46 cases on a monthly basis and maintained afloat the new CDR 2000 list releases. I responsibly retrieved the CDR 2000 program on a daily basis for listing update. This program enabled proper organization of this workload and generated notices that needed mailing in a timely manner. Ultimately, this application ensured that cases were current. With the usage of CDR 2000 I was able to view the new imports, screened out the types of CDRs and classified those I wanted to work on and documented necessary notations on individualized cases. Programs like Customer Service Query and Disability Control File (DCF) allowed me to view, transfer, receive and post information on the remarks section. In leading this project I trained the Title II department with CDR processing and continued to furnished and address any questions they had. On age 18 CDRs I generated representative payee applications with the use of the tool RPS, decided and executed whether these young adults were capable of handling their own benefits.

I have acquired substantial knowledge on all the extensive systems offered as an SSA employee for example, Workload Action Control (WAC) which supplied me with current status of my pending initial disability, appeals, hearings reversals and pre-effectuation review cases. Programs like Program Operating Manual Systems (POMS), FORCE and Resource Kit enabled me to find policy and procedures on difficult and complicated cases that need resolving. These regulation tools continued to allow me to strengthen my ability to work independently without having to seek assistance from a Technical Expert and other fellow co-workers. In addition, I independently obtained knowledge which allowed me to assist my peers with ease on complex cases.

Aside from my general Claims Specialist responsibilities I have served as a mentor to newly hired co-workers. As a mentor it entailed assisting them in the completion of their advance training and provided daily guidance on the job. In addition, I educated trainees on Social Security policy and regulations through the use of POMS, answered technical questions and reviewed their work. I conducted technical training on various complex, non routine and routine subjects to new hires, such as policy on overpayments, living arrangements, legal status, resources and income eligibility. I used my training skills from mentoring to training Title II department with earnings discrepancies known as S2's and K6 diaries.

Volunteered in various community outreach events and served as public liaison for PACT meetings /Parolee Orientations. Included in these events were the University of Southern California Health Fair for employees and students and a Post Graduate Service Workshop at Lanterman High School. I have successfully provided support and vital information regarding the various services and programs available by SSA and answered general inquiries. In addition, I became licensed to conduct interviews outside the office which included SSI, DIB, Medicare and Social Security card applications for individuals that were engaged with non-profit organizations such as SCHARP Oasis House and Pathway. I recruited potential employees at the University of California, Los Angeles and informed students on the steps they should take when applying for new employment. I served as coordinator in the Combined Federal Campaign for the University Village office, informing my fellow co-workers on how to make donations via payroll deductions or onetime cash contribution to charitable organizations.

Bachelor of Arts: Spanish Literature, Expected in 03/2001
University Of California - Los Angeles - Los Angeles, CA
Status -

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Resume Overview

School Attended

  • University Of California - Los Angeles

Job Titles Held:

  • Supplemental Security Income Operations Supervisor
  • Supplemental Security Income Operation Supervisor
  • Social Insurance Specialist Operation Supervisor
  • Social Insurance Specialist (Bilingual)


  • Bachelor of Arts

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