More SSA Employees Assigned To Answer Phones

      From Government Executive: 

The Social Security Administration is shifting more employees to its phone line, a move that employees say risks adding to backlogs and processing times for the public as employees who typically handle those workloads are reassigned to take calls.

Employees who receive and process retirement and disability claims, manage the agency’s technology and work in the agency's finances unit will be answering SSA’s phone line after only hours of training. The reshuffling comes after SSA pushed out over 7,400 employees last year, according to newly released government data. That total eclipsed the Trump administration’s intended target of shedding 7,000 SSA workers, a target it announced a year ago.

That loss of workers included 1,387 contact representatives at the SSA, which is now fielding applications for replacements at several locations around the country.  …

Reassigned employees said it made little sense to answer calls for individuals awaiting information about the status of their claims and benefits while removing the people responsible for processing those claims and benefits. 

“Why are we being forced away from the backlog of appeals and cases and forced onto the phones to take calls from people wondering what the status of their claim is and where their back benefits are?” one reassigned employee asked. “We are the workers who process the claims they are waiting for.” …

Sound Familiar?

      From Government Executive:

The Internal Revenue Service is asking seasoned employees without any direct tax experience to perform entry-level tasks of answering phones and processing tax returns, a step impacted staff call unprecedented as the agency scrambles to prepare for filing season. 

The reassigned workers, who are being detailed out on an involuntary basis, are coming from the IRS human resources and, potentially, the IT departments. Some employees reported that supervisors first asked for anyone who had experience in the front-line fields to consider the roles, but they ultimately chose many individuals with no prior experience working directly on tax issues. 

The details come as IRS has dramatically slashed its workforce, cutting more than 20,000 employees—or more than 20% of total staff—in the last year. The divisions seeking internal staffing support have seen similarly significant losses to their workforces and have struggled to rebuild in time for filing season, according to a new report from the IRS inspector general.  …

RTO Criticized

      From Federal News Network:

… GAO [Government Accountability Office]tracked SSA telework from July 2019 through May 2025 and found a sharp cliff after the White House memo [limiting telework] Telework hours fell from 35% of total hours in January through March 2025 to 13% in April through May 2025, a telework hours drop that matched the new posture. That speed matters because SSA employees had built their lives and budgets around flexibility.

Agency leaders told GAO that telework acted as a recruitment lever during a tight labor market. In a fiscal year 2023 new hire survey, more than half of new employees said telework ranked as a very important factor in applying and accepting the job. Managers also described candidates who expected hybrid schedules as a baseline benefit, especially in high-traffic metro areas.

Retention signals flashed even before the decree. GAO reports that around 37% of SSA respondents to the 2024 employee viewpoint survey planned to leave within a year. Among those planning an exit, almost half said telework or remote options in their unit shaped that decision. Frontline staff singled out newer hires and retirement-eligible experts as the most ready to move, since both groups value lighter commutes and focused work time. GAO then warned about skills gaps in mission critical roles, right as SSA pursued a 50,000 employee target announced in a February 2025 agency workforce plan aimed at cutting costs. …

Trump’s administration framed the return push around supervision and fairness, echoing language from the January 2025 guidance memo. GAO’s SSA findings show the hidden trade: Forcing the same schedule on every job drains the very talent that the public relies on for timely benefits decisions. A smarter approach uses job-based eligibility, transparent metrics and targeted onsite time for training, mentoring and complex customer work. Agencies that build that system keep their best people longer, save money and deliver service with steadier staffing. …

Auditor’s Report

      As has been the case for quite a few years, the Social Security Administration hired an outside auditor, Ernst & Young this time, to audit its books and operations. The report is not a ringing endorsement of agency operations, although the problems didn’t just start a year ago. Implementation of the audit recommendations is out of the question due to lack of funding.

A Poll

He Only Got Probation

      From MyNewsLA.com:

A former employee of the Social Security Administration district office in the Antelope Valley who admitted stealing over $25,000 from beneficiaries was sentenced Thursday in federal court to probation and restitution.

Dion Bright Jr., 34, of Lancaster, was sentenced by U.S. District Judge Fernando Olguin, who ordered restitution in the amount of the theft along with a year’s probation.

Bright pleaded guilty in July 2025 in downtown Los Angeles to a misdemeanor count of theft of government property.

As part of his job duties at the SSA field office in Lancaster, Bright would use a database to access claimants’ records to process claims for the aged, blind or disabled, and for workers who lost income due to physical or mental impairment.

During the scheme, from September 2022 to June 2023, Bright accessed beneficiaries’ SSA records, changed their mailing addresses so that they would not receive notices that their account information had been revised, and rerouted their benefits to a U.S. Bank account he controlled, according to the U.S. Attorney’s Office. …

Office Closures Today Due To Security Threat

      I am hearing that many Social Security offices around the country were ordered evacuated today due to some unspecified security threat. I don’t recall ever hearing about anything as widespread as this.

     Does anyone know details on this?

Irony Is Dead

      A post by Social Security on “X”:

Today is Data Privacy Day! We are committed to protecting individual privacy and securing the personal information made available to us when you visit our website. Learn how we protect your personal information: ssa.gov/agency/privacy…