The Social Security Administration is preparing to implement sweeping policy changes that could significantly increase the workload on its local field offices.
Beginning in mid-August, millions of beneficiaries who have previously relied on phone services for basic account maintenance will be required to complete tasks in person or go through a complex online verification process.
The move is expected to result in at least 3.4 million additional visits to SSA offices each year, which experts warn will lead to longer wait times and slower service for seniors, people with disabilities, and families dealing with the loss of a loved one.
Beneficiaries will no longer be able to change their address, check the status of claims, request benefit verification letters, or order tax forms over the phone, according to the new rules.
Instead, anyone attempting to use the call center must go through a multi-step digital verification process to receive a one-time PIN code.
Many older Americans and those without reliable internet access will find the process impossible to complete. Without that PIN, the only option will be to go to a field office in person.
Additional burden on already strained offices
According to the SSA’s own estimates, the rule will result in millions of unnecessary trips to its 1,200 local offices. The impact will be most acute in rural areas, where beneficiaries frequently travel long distances and have limited access to public transportation.
According to previous CBPP data on drive times, the change will result in seniors spending nearly 3 million more hours per year on the road to obtain services, even before accounting for the additional time spent in line once they arrive.
The timing of the change has caused concern among advocates and former agency officials. The SSA is already dealing with severe staffing shortages.
Earlier this summer, approximately 1,000 field office employees were reassigned to the national 800 number to cover call volume, adding to the nearly 2,000 workers who accepted buyouts this year as part of the largest staffing cuts in SSA history.
Others have left due to early retirement or attrition, leaving some offices operating with skeleton crews.
This new policy follows an April change that restricted phone service for beneficiaries updating their direct deposit information, resulting in an additional 1.9 million in-person visits per year.
Combined, these restrictions result in a 17% increase in foot traffic to SSA offices compared to the previous year’s total of 32 million visits.
When the automatic Social Security number process for immigrants with work authorization and newly naturalized citizens is suspended, the total number of required trips increases even more.
