The Social Security Administration (SSA) and its new commissioner, Frank Bisignano, have been highlighting what they call big improvements in customer service. In a recent press release and staff email, the agency pointed to the rollout of the Social Security Fairness Act, updates to its 1-800 number, and website upgrades as signs that things are heading in the right direction.
“We are going to give you the technology you need to be successful. And we are going to innovate how we manage the work so that we work smarter.” Bisignano said.
Shrinking Staff, Rising Workloads
While top SSA officials are celebrating progress, the agency is also trying to cut about 7,000 jobs this year. Meanwhile, field offices are seeing bigger workloads and more pressure. To many employees, the upbeat messaging does not match what they’re experiencing, and some say it feels like they’re being gaslit.
The SSA says wait times on its main 1-800 number are down 35% compared to last year. But that drop has come with a trade-off: staff from field offices are being pulled away from their usual duties and reassigned to help handle the surge in phone calls.
Unannounced Reassignments
Last week, around 500 customer service reps from local field offices were suddenly reassigned to work the national 1-800 line. Within a few days, that number jumped to 1,000. According to staff, there was no warning and no information about how long they would be pulled from their regular jobs.
Jessica LaPointe, president of the American Federation of Government Employees (AFGE) Council 220, which represents SSA field office workers, said the move shows the agency needs more staff, not just better tech.
“They’re robbing Peter to pay Paul,” LaPointe said. “And it really invalidates [Bisignano’s] whole theory and vision that SSA doesn’t need any more staff and that AI—or other technology—will solve the customer service problems at the agency and on the 1-800 number.”
SSA’s Response: “This Is Progress”
The SSA, on the other hand, says the staff reassignments are actually a sign of progress. A spokesperson said the move was made possible by the agency’s upgraded phone system, which they claim is helping them answer calls faster and more efficiently.
They added that up to 4% of field office staff could be temporarily reassigned to the hotline to help improve service, though some union reps were told as many as 2,000 staff could be moved, and possibly permanently.
LaPointe isn’t buying it. She says the reassignments break the union contract, which requires the agency to negotiate any changes to working conditions and puts limits on how long temporary assignments can last. On top of that, she says field offices are already seeing more people coming in because of recent policy changes that are driving up demand.
“Call Sharing” Adds to the Strain
Another growing frustration is the new “call sharing” system between field offices. If someone calls a local office and waits on hold too long, the call gets sent to a different office somewhere else in the state. But since many cases are specific to one location, staff say this just causes confusion and delays. Some have even started creating informal workarounds to make sure messages end up where they belong.
A Bonus Amid the Tension
Commissioner Bisignano wrapped up his Monday email with what he framed as good news: performance bonuses are finally being paid out next month. The payouts were originally delayed under the last acting commissioner, but Bisignano said releasing them now is a gesture of support.
Still, for many employees, it feels like too little, too late.