More Than a Means to an End: Alignment of Social Service Organizations' Missions with Representative Payee Program Goals

Although nearly 5 million Social Security Income and Social Security Disability Insurance beneficiaries receive entitlements through representative payee programs and approximately 5% of these receive representative payee services from social service agencies, few studies have assessed ways that these services align with their organizations' missions. We conducted nine qualitative interviews with 15 staff members of organizations in Pennsylvania that provide representative payee services in addition to other social or supportive services, with some interviews conducted with multiple representatives within an organization. The purpose of the interviews was to explore the goals of representative payee services for these organizations, whether these providers incorporated representative payee services into their organizational missions, and the extent to which organizations incorporate client-centered approaches in their representative payee services. We identified three main goals of the representative payee programs, which were in alignment with the organizations' missions: financial and housing stability, financial literacy, and improving health outcomes. In addition, participants discussed challenges related to representative payee services that were encountered within their organizations and with clients. Findings indicate that organizations view representative payee services as not just financial management but also a means to improve clients' knowledge and skills and assist them with achieving their goals. Client-centered practices were emphasized as a means of reducing paternalism and to support clients' goals. Given that participants discussed the importance of incorporating client-centeredness into the provision of representative payee services and there are currently no published guidelines or best practices on how this can be achieved, we suggest that guidance on how to effectively provide client-centered representative payee services to improve client outcomes is essential.