Ti c k e t t o Wo r k P r o g r a m F a c t S h e e t
Virtual Service Delivery
Technology can be spotty in rural areas and unaffordable in
low-income communities. Physical disabilities, mental illness
and learning disabilities, among other conditions, often limit
Ticketholders’ ability to process information and engage
remotely with EN staff.
In these circumstances, ENs acknowledged the importance
of maintaining frequent contact with Ticketholders and being
supportive of their physical and emotional needs. To do so, they
rely on telephone, email and other non-contact communication
and engagement methods. In addition, they acquire personal
protective equipment supplies for Ticketholders who
continue to meet at the office and reconfigure office space to
accommodate social distancing protocols. Some also provide
During 2020, many businesses changed the ways they gift cards to Ticketholders for food, medical supplies and other
engage with their customers and with the public. Ticket to necessities.
Work (Ticket) Program Employment Networks (EN) were no Other remote solutions include:
different. A group of ENs shared their experiences through a
• Using secure, electronic (paperless) processes, signature
survey that explored how they use remote service delivery to
tools and accessible technology
meet the needs of Ticketholders and to achieve successful
employment outcomes. In this fact sheet, we relate some of • Making information available in virtual formats (e.g., video
their experiences and offer resources for those ENs seeking to conferencing, CART translation services, file-sharing and
move to or improve their own virtual service delivery. other types of collaboration tools, email and social media)
They explained that the changing economy affected both • Enhancing content on websites (e.g., employment
employed and unemployed Ticketholders: preparation, Ticket Program materials)
• Using videos, live chat, texting and social media
• Employed Ticketholders were laid-off or furloughed.
• Transitioning in-person workshops to online viewing
• Others are interested in work, but are discouraged or afraid
to pursue employment. • Training Ticketholders on how to get hired for remote jobs
and how to interview for jobs in an online environment
• The mix of jobs is also changing: different types of jobs —
and jobs in different industries — are becoming available, • Conducting virtual orientation, tele-training and other
especially telework jobs and jobs in essential services. Ticketholder meetings via commercial products such as
Zoom, Microsoft Teams or Google Meet at no cost to the
In response, ENs have changed some of their business
Ticketholder
processes. Examples include:
• Providing benefits counseling and Work Incentives
• Transitioning their service area from in-person to remote-
support to enable Ticketholders to understand the effect of
only or offering a hybrid model and adding staff
earnings from work on Social Security benefits
• Expanding the geographic scope of their marketing and
• Encouraging Ticketholders to plan for the future
Ticketholder outreach efforts
• Making job development in growing industries a priority
• Building new, and strengthening existing partnerships with
Ticket Program allies and employers
Adjusting to Effective Remote Service Delivery
ENs acknowledged that remote service delivery may not be
the best approach for every Ticketholder. Many lack the tools
and knowledge to access online content via virtual platforms.
Social Security’s Ticket to Work Program M AY 2021
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Ti c k e t t o Wo r k P r o g r a m F a c t S h e e t
Resources to Support Transitioning • John J. Heldrich Center for Workforce Development
to Remote Services includes:
If you are interested in transitioning your business to include ○ Virtual Services Toolkit – The Basics: This toolkit
remote services for Ticketholders, the following resources can assists service providers in communicating with job
provide guidance. These are resources and services you can seekers and with one another. It discusses a range of
provide to Ticketholders, as well as ways to manage your staff services and products to support virtual communication
and operational needs digitally. and service delivery.
○ Suddenly Virtual: A Practical Guide for Frontline
• National Employment Network Association (NENA),
Service Providers During the COVID-19 Pandemic
a membership organization, published Providing Virtual
– This guide includes tools and tips for operating in a
Services in response to changes due to the pandemic.
virtual workforce service delivery environment.
• Workforce Innovation Technical Assistance Center
(WINTAC), a project funded by the U.S. Department For more information about the Ticket to Work Program, visit
of Education, supports the Vocational Rehabilitation yourtickettowork.ssa.gov. To access the service provider
community and their partner agencies and shares effective directory, visit choosework.ssa.gov/findhelp/.
practices. ENs will find the site’s collection of resources
for distance service highly relevant: on-demand webinars, Follow the Ticket Program’s Choose Work on social media!
teleworking, leading and managing operations from a
distance, business engagement, technology and programs Contact the Ticket Program:
that facilitate remote service delivery. choosework.ssa.gov/contact
• Job Accommodation Network (JAN) shares resources
on telework, accessibility and COVID-19 compliance and Like us on Facebook!
accommodation issues. @ChooseWork
• Deaf/Hard of Hearing Technology Rehabilitation
Engineering Research Center supports the transition to
Follow us on Twitter!
21st century technology for people who are deaf or hard
@ChooseWorkSSA
of hearing, as well as their friends and family and provides
a variety of technology resources, including COVID-19
compliance and accommodation issues. Call the Ticket to Work Help Line at 1-866-968-7842 or
• Partnership on Employment and Accessible Technology
1-866-833-2967 (TTY).
has digital accessibility toolkits.
To view online and access the resources linked in this fact sheet, please visit:
https://choosework.ssa.gov/Assets/cw/files/Library/2021/fact-sheet-virtual-service-delivery.pdf
Produced at U.S. taxpayer expense
Social Security’s Ticket to Work Program M AY 2021
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