Social Security provides some 74 million vulnerable individuals across the country with a stable source of income each month, which arguably makes the Social Security Administration (SSA) one of the most important agencies in the country. This is perhaps why the SSA has been under persistent scrutiny throughout the course of the year thus far.
In January, the Trump Administration had been elected to office and a fair share of its decisions regarding the SSA had not been well received, with many advocates and former SSA officials fearing the policy shifts and staff cuts would lead to delays or interruptions to benefit payments. In February, the SSA announced that it would be downsizing its staff by 12% over the course of the fiscal year and at present, the SSA now has its lowest staff count on record in around 50 years.
As a result, lawmakers and advocates has repeatedly voiced concerns regarding customer service at the agency. In May, a new commissioner was appointed to the SSA who has since shared a goal to improve the SSA and its services. SSA Commissioner Frank J. Bisignano appears to be working towards improved customer service at the agency through the use of new technology, such as the recently implemented automated system on the agency’s phone line.
Another recent update flagged by advocacy groups is the new PIN verification system that will likely result in more beneficiaries being required to visit SSA field offices in person to perform routine tasks.
More in-person visits to SSA field offices required
As of mid-August, the SSA introduced a multi-factor online verification process to confirm one’s identity even if they wished to conduct routine tasks over the phone. For decades prior to now, beneficiaries could conduct various routine tasks, such as updating their address or viewing their status claim, over the telephone. Now, however, they may be required to visit a field office in person to conduct these kinds of routine tasks due to the new verification update.
According to the Center on Budget and Policy Priorities (CBPP), if beneficiaries are unable to access the one-time PIN online to verify their identity, “they’ll need to travel to a field office. That will require 3.4 million more people to travel to SSA offices annually, by the agency’s own estimates. This will create a significant new burden, particularly for those who live in rural areas or have transportation or mobility difficulties.”
An uptick in foot traffic to this extent during a time of lowered staff counts will likely result in overwhelmed field offices and lengthy wait times for vulnerable beneficiaries. It also appears that most services are no longer available via telephone, aside from some Medicare or disability related tasks. The agency has, however, updated its online portal to allow for 24/7 access to my Social Security account holders but this could still prove to be difficult to navigate for some.
“Shifting SSA staff away from increasingly understaffed field offices risks further exacerbating the degradation of SSA service. Doing it at a time when SSA is forcing millions more people to seek in-person service seems sure to have negative consequences for people seeking appointments and counting on the work that SSA’s field staff provide,” the CBPP wrote.
Stricter documentation requirements
These updates and changes to how the agency operates also seems to include higher number of documentation requirements. Applicants or beneficiaries will now likely be required to bring in original documents, and they could potentially be asked to provide several forms of identification as well. Additionally, the window to submit documents — which was previously several weeks — has now been shortened to around 10 to 15 days. Failure to provide your documentation within the shortened window could result in your application or appeal being delayed, or even denied.
Furthermore, if you were not born in the U.S., you may be asked to provide documentation of naturalization or other immigration documents when your application is being reviewed.