Social Security Administration

In response to the aging of the “baby boom” generation, the Social Security Administration (SSA) had a need to expand its Auburn Call Center. The center serves the Pacific Time Zone and handles overflow from the Mountain Time Zone. The existing 80,000 square-foot space had reached capacity both in terms of population and technology. Through the GSA, the SSA arranged to lease 120,000 square feet of adjacent space in a timber frame distribution warehouse originally designed to serve World War II material handling needs.

After undertaking an initial feasibility process, the GSA initiated the Design Excellence program and ultimately selected the team of TVA, a Portland based architectural firm, and IA as the designers for the project. During the programming phase, IA confirmed that the 120,000 square feet of leased space would adequately serve SSA’s need. However, the budget established would be challenging to meet due to the necessary improvements required of the WWII vintage structure. In addition to the upgrades required, the GSA/SSA team required LEED certification for the building and significant upgrades to the adjacent site and parking areas.

IA designed a modification of the existing structure to add a mezzanine, thereby reducing the cost of the renovation of the 40,000 square-foot core and shell space. This solution also facilitated a more dynamic interior space, shortened travel distances, and reduced interior construction, HVAC life cycle, and technology costs.

The completed call center houses more than 725 staff in a state-of-the-art facility. A key objective was to design a LEED certified level project by incorporating lighting ventilation, technology, and bio-waste technology to update and express the timber frame structure in a contemporary fashion. This goal was exceeded when the facility earned Silver under the LEED-NC v2.0 rating system.

A key feature of the 10,000 square-foot space is an open plan free of private offices. To further emphasize the sense of openness, the overall design treats all elements, including walls and millwork, as independent objects. For example, all walls are suspended from the ceilings, elevated from the floor, and separated from each other with reveals; they appear to be floating, yet are functional and contribute to the open aesthetic. A modular benching system that encourages collaboration, but provides everyone with a “home base” accommodates future growth. Touchdown spaces, stand-up meeting tables, and an informal conference room support teamwork