Those of you following the tale of my neighbor’s journey through Social Services Hell may be heartened by the long-ish letter I’ve helped her write. Of course I copied in various media sources. Feel free to copy language I’ve used here if you are in a similar situation. My calls to the Commissioner were not returned, but I thought hand delivering it in writing might generate a quicker response.
Janine D.
Long Beach NY
Nassau County Department of Social Services
60 Charles Lindbergh Blvd.,
Uniondale, NY 11553-3656
Attn: John E. Imhof, Ph.D., Commissioner – PERSONAL AND CONFIDENTIAL
Case Number: Arglebargle
Social Security Number: Oh no you dint
Dear Dr. Imhof:
I am writing to inform you of some problems in the administration of several programs in the Nassau County Department of Social Services.
I became unemployed on X/17/11 and was receiving unemployment benefits through June. My employer filed a dispute, I requested a hearing, and the hearing date is pending. I have not received Unemployment Assistance since June 28, 2011 while the case is pending.
On July 19, 2011, I reluctantly applied for social services benefits – specifically Food Stamps, Emergency Assistance and Temporary Assistance. I spoke initially with Miss Thomas, calling her attention to a shutoff notice from LIPA dated July 6. She advised me to “come back if they shut the power off”.
Subsequent to that, my case was assigned to Miss Ellis, who on July 26, 2011, had me fill out and sign paperwork which included an application and other required forms. She requested additional documentation (citizenship, etc.) which I also provided the following day. I received a Food Stamps benefit card immediately. This was extremely helpful. But, it only covered food – no household paper goods, toiletries, or laundry supplies. I also applied for Medicaid.
As additional documentation arrived – a LIPA shutoff notice dated Sept. 6, a pre-foreclosure notice from my mortgage company, a complaint from my condo board about my common charges arrears, a shutoff notice for my phone and internet which I am using to seek employment – I came to the office and provided them. I have participated in 2 required employment classes and found them to be somewhat helpful. I want to emphasize that the workers in the employment area seem to be extremely busy and overworked. And yet somehow, all of them seem to be polite, kind, professional and respectful. I have gotten good advice and encouragement from each one that I’ve spoken to, and there were two excellent ones who stood out whose names I will bring to your attention on request.
This is not the case with your other workers.
- Miss Ellis said that “she answers her phone” and “I can leave a message anytime I need something”. Yet she ignored an incoming call while I was sitting there. She never picks up her phone, and her voicemail has been full for over a month. I have not seen or heard from her since July 26.
- On August 22, I was called in for an interview with my worker. (Copy of notice attached.) I had to reschedule a job interview, but showed up at Uniondale on time, only to be told that it was a “mistake” and I did not need to be there. The notice was signed “Respectfully” by an R. Spar. I suppose I need to point out that it is not respectful to waste someone’s interview opportunity, time, and transportation costs to send them to a “required” meeting by mistake.
- On August 22, after determining that I was not required to be there, I took advantage of the time to drop off the most recent LIPA shutoff notice at the document drop-off center. I asked Miss Eileen Stone what would happen next. She said that someone from another department would call them. When I asked how I would know that was done, she said “Well, I guess your lights will stay on! Ha ha ha!” I’m fairly sure that you understand why I didn’t find this as amusing as she did, but it certainly seems like an unprofessional way to act towards someone who needs help.
- On the same day, I asked to speak to Miss Ellis and was directed to the front desk instead. I explained the situation to Miss Greco, and she said “There is no emergency assistance.”, then tossed the shutoff notice back to me with complete contempt. I repeated that I wanted to speak to my worker directly about some other questions I had and Miss Greco rudely said “She’s not in.” I don’t know if this was true or not, but I sure would like to know and I think you should find out. The date in question is 8/22.
- On August 31, I participated in my second employment class. At the end, when I questioned a worker about the fact that the email address and phone number on the resumes I’ve sent out are about to become inactive, she told me that I qualified for a free cell phone and should have been told about this back in July. She got me the application and was visibly annoyed that no one had told me about this prior. She also got me a form for a federal grant to help pay my mortgage arrears.
- Today, I received a phone call from Miss Wood, who is probably one of the most unprofessional and incompetent public functionaries I have ever encountered. She claimed to be a supervisor, but when I advised her that I had been given the runaround about what benefits were available and that it had actually made my situation worse, she became extremely defensive. She continually interrupted me, refused to allow me to answer questions that she asked by talking over me, and generally tried to explain that little or nothing was going to be done in my case.
Miss Wood also kept trying to bring the conversation back to herself – she had no power in her own house due to the storm, she couldn’t stay on the phone with me because she had a meeting with her insurance adjuster about her house, she sat in traffic to try to talk to LIPA about her own personal situation. I reminded her that this was not about her, and it seemed to infuriate her. She went on to say that she and her staff were overworked. I volunteered my services. This seemed to infuriate her more. She shouted that Miss Ellis’ supervisor would call me back, and then hung up on me.
Miss Ellis’ supervisor did not call back. Miss Woods did, instead. She seemed slightly calmer at first, and asked what documents I had brought in since I’d seen Miss Ellis. I listed the ones I was able to without being shouted down or interrupted. At the end, she asked for my bank statements going back to February, which I have provided as of the date of this letter. She told me that there would be no housing assistance “because most of the people are renting rooms” and that the fact that my internet address and phone contact information on my resume would be invalid soon was “my problem”. The 45th day after my application drop off is today. I still do not know if I will receive any benefits other than food stamps.
Dr. Imhof, I am a professional who has worked in medical billing and office managment since 1989, and put myself through school with various part time jobs. I never complained about the money taken from my paychecks to pay for these programs. I am grateful for everything I’ve been blessed with in life. I am glad to contribute to those who need help since it is a civic responsibility that we all share. But now I need assistance, and I’m being treated like a criminal for even asking for it.
I’m polite. I’m concise and careful when I speak. I would never demean or degrade a Social Services worker the way that Miss Wood or Miss Greco did to me. I would never lie about benefits that are available the way Miss Ellis and Miss Thomas did. It seems to me that several of your staff are in the wrong line of work. I am horrified that this is the sort of treatment that the public is subjected to when they need help. I will not be bullied or insulted by your staff without exposing to both you and the public that this is exactly what is going on.
I have been consistently looking for work and have provided some of my records to document this for you. As you can see, I’ve been on several recent interviews. I do not view this as a vacation. All I am looking for is some temporary help to support myself while I get another job and move on with my life. I have no problem paying back the money I take from DSS to do this.
Your organization publishes several booklets explaining what my rights and responsibilities are. One of them is “to be told about the programs and help you can get”. This did not happen. For example, what is a “one shot deal”? A worker told me yesterday that I should have been offered this early on and it would have helped, but that was the first time I’d heard of it. I still don’t know what it is, but she seemed annoyed that I had not been told. Likewise the free phone, which could have helped me with my job search if Optimum can’t be covered. Or food stamps to replace the food I lost during the hurricane power outage.
This system is broken. I’d be glad to help fix it, if asked. I know I have the work ethic, skills and knowledge to do it. But that’s up to you. In the meantime, I think the media would be fascinated to learn about and publicize how an employable person with an advanced degree, her own home, professional licenses, and a short term need for public assistance is treated by the Nassau County Department Of Social Services. Some of your staff are absolutely shameful. Others are doing the best they can because they really want to help people but are blocked by your bloated bureaucracy.
I want to tell this to every media contact that I have. And I will. Further, if I need to schedule a Fair Hearing, I can assure you that it will be all over the internet, because the public needs to know about this. The problem isn’t “lazy poor people looking for a handout”. It never was. The problem is that certain people who work for Nassau DSS treat the temporarily disadvantaged like human garbage, with lie after lie and the sort of attitude that would make a decent parent punish a child who displayed it.
You’ve got more than your fair share of those in Uniondale, and it’s going public right now. Please advise me of any corrective action you plan to take, both on my case and as a matter of general policy. I look forward to hearing from you.
Best regards,
Janine D.
Long Beach, NY