Change has been afoot at the Social Security Administration (SSA) throughout the course of the year thus far. In May, former Fiserv CEO Frank J. Bisignano had been appointed to the role of Commissioner at the SSA after being nominated for the position by President Donald Trump in January. Issues regarding customer service at the SSA have been repeatedly raised by lawmakers and former SSA officials, the concern for which had initially been sparked by the Department Of Government Efficiency’s presence at the SSA.
In February, the SSA announced that it would be reducing its staff by 12%, and subsequently through layoffs, early retirements, or resignations, the SSA’s workforce dropped from around 57,000 to 50,000. Customer service and potential disruptions to benefits now became a topic of debate, however, SSA Commissioner Frank Bisignano has repeatedly shared a goal and desire to improve customer service at the agency by making it a “digital first organization”.
As such, due to some policy changes and shifts, the manner in which beneficiaries of the Social Security program access their benefits may be changing in the coming years. Here is what you need to know.
Upcoming changes to Social Security
According to several of the latest press releases or updates from the SSA, the agency is working towards improving its customer service through a series of organizational changes or restructuring, as well as through the implementation of new or updated technology. However, according to the Center on Budget and Policy Priorities (CBPP), “several new in-person requirements, field office disruptions and staff reductions may make it harder for some to submit required documentation to qualify for benefits or even to get timely help.”
One of the more major changes that will likely have a negative impact on vulnerable beneficiaries is the matter of identity verification. Previously, this could be done over the phone, thereby allowing beneficiaries to complete routine tasks over the phone. If beneficiaries are unable to complete their routine tasks over the phone, foot traffic at field offices will increase. This will in turn translate to lengthier wait times, particularly because the increased foot traffic will be coming at a time where the SSA has its lowest staff count on record in at least 50 years — not to mention the added inconvenience of travelling to your local field office for a simple task.
According to a report from the Houston Chronicle, “beneficiaries in Houston reported back in April that they were experiencing two-hour wait times and even stretch to four hours or more.” It also appears that phone services in general are not available, however, beneficiaries may be able to conduct their business online through their my Social Security accounts.
Documentation requirements are also said to be increasing, with beneficiaries now being required to bring in original copies of the necessary documentation. In some cases, they may even be asked to provide multiple forms of identification, and this applies not only to new applicants, but long-time beneficiaries as well. The window to submit the requested documentation has also been dropped to 10 to 15 days, when previously, applicants or beneficiaries had weeks to do so. If the beneficiary or applicant fails to prepare and submit their documents in the now shortened window, their application could be denied or delayed.
What should you do?
Whilst there is not much the average citizen can do regarding policy changes, it is advised to remain up to date with any and all changes. This can be done by regular checking on the SSA website for any new updates or press releases. You can also reach out to advocacy organizations such as the AARP foundation or the National Council of Aging for support or help to navigate these changes.