A CAREER OF SERVICE AND COMMITMENT: SEMITSI MAILULA REFLECTS ON HIS JOURNEY AT SOCIAL DEVELOPMENT

By Tholakele Makena

• Semitsi Mailula, who is retiring from the Department of Social Development after almost 20 years of service, played an important role in improving and expanding South Africa’s social assistance appeals system.
• Starting out as an appeals case analyst in the Independent Tribunal for Social Assistance Appeals, he rose to become Deputy Director: Pre-Adjudication and Operations in the department’s head office.
• Looking back on his time in the department, Mailula described assisting vulnerable individuals and families as the most rewarding aspect of his work.

After nearly two decades of public service, Semitsi Mailula, Deputy Director: Pre-Adjudication and Operations in the head office of the Department of Social Development, has retired, bringing to a close a career marked by steady growth, dedication, and contribution to the social assistance appeals system.

Mailula joined the Department on 8 September 2008 as an appeals case analyst within the Independent Tribunal for Social Assistance Appeals (ITSAA). His entry into the department was influenced by the scope of work outlined in the post advertisement, as well as a deeper understanding of the department’s mandate based on his own research.

Over the years, he progressed through various roles, reflecting a consistent commitment to his work.

In 2011, he was appointed as the ITSAA provincial coordinator, overseeing operations in Limpopo and Mpumalanga until 2013. He later assumed the role of Deputy Director: Pre-Adjudication and Operations at the department’s head office in 2014.

Throughout his career, Mailula contributed to several important developments within the tribunal.

He was part of the team that helped establish a fully operational appeal tribunal from what was previously an ad hoc structure.

During the early years, the team worked under challenging conditions, operating without a dedicated office space and relying on shared and alternative venues. Despite these constraints, they played a significant role in addressing a substantial backlog of more than 66 000 appeals.

He also contributed to the standardisation of processes and procedures, which helped reduce unnecessary litigation that had previously affected the system.

In addition, he supported the development of a workflow management system, improving the tracking and management of appeals, as well as strengthening outreach initiatives and stakeholder relations.

Mailula noted that these improvements had a positive impact on communities. Over time, access to appeal services became more accessible, allowing clients to lodge appeals without the need for legal representation.

The system also saw improved turnaround times, while awareness of tribunal services increased in both urban and rural areas. Ongoing engagement through local office visits further ensured that clients received support during social assistance assessments.

Reflecting on his experience, he described assisting vulnerable individuals and families as the most rewarding aspect of his work, particularly those who had limited knowledge of how to respond after their grant applications were declined.

Like many long-serving officials, he encountered challenges along the way. One of the key difficulties was accessing critical records from the South African Social Security Agency (SASSA), which initially contributed to delays in processing appeals. However, through continued engagement and the introduction of new regulations, improvements were achieved. Ongoing efforts to digitise records are expected to further enhance efficiency in the future.

Mailula expressed appreciation for his colleagues, describing the social assistance appeals team as a supportive environment that became like a second family over the years. He highlighted their shared commitment to serving vulnerable communities.

As he reflected on his career, he emphasised the importance of humility and a willingness to learn. He encouraged younger employees to remain professional, positive, and open to developing new skills.

Looking ahead, Mailula indicated that he plans to pursue his personal interests and hobbies during retirement.

He also shared his view on the importance of strengthening internal support functions within the department, noting that well-capacitated corporate support and internal audit structures can play a key role in improving organisational performance and service delivery.

His departure marks the end of a significant chapter of service, characterised by dedication to improving systems and expanding access to social assistance appeals for communities across South Africa.