From the Washington Post:
Social Security leadership is now considering a proposal to end telephone service for claims processing and direct-deposit bank account transactions, instead directing elderly and disabled people to the internet and in-person field offices, according to one of the people and the records. The change would disrupt Social Security’s internal operations and threaten its ability to serve the public, current and former officials warned, just as DOGE is targeting the agency for across-the-board staff cuts of more than 12 percent. They also noted that the agency’s toll-free number is a mainstay for older customers who do not have online access or who have trouble navigating the internet. …
12 comments:
Seems like they want to dismantle SSA…
Now I’m not arguing for this change, but as an ex-CR, I would say that direct deposit fraud calls are fairly common. I personally would observe them at least weekly when assigned to phone duties in my FO. Once you had a few of them, you could usually discern when a person was faking their voice to sound old, or stumbled through the verification questions used to verify that the person you’re speaking to is ACTUALLY the person you should be speaking to. I can’t comment on how widespread the issue actually is, just my anecdotal experience. Again, I don’t have the answer, just an observation.
As far as ending phones for claims processing. Is that intending to stop taking applications by phone? Is that what’s being suggested? For me, rarely (maybe once) in 4-5 years did I take or even see a fraudulent application for retirement benefits BY PHONE. Saw plenty of online applications filed fraudulently. But in my experience, filing a fraudulent application by phone really doesn’t happen if ever.
Is the fraud in the room with us right now?
Cutting 800# service and closing offices...not a smart combination there...
Would this have any effect on teleservice centers?
Welp as someone in the TSC did I just read about my RIFing.
Tech people think everyone is tech compatible. They do not understand that some folks are not capable of handling things online and have to have assistance with very basic things online. I deal with people every single day that cannot email, scan, or forward a document. We have all had to help our parents when they hit the wrong buttons on the remote and screw up the television. But yeah, lets take out the thing that people can actually get something done with the agency and replace it with something less personal because, hey your life really isnt important to us anymore.
As a member of the public who depend on SSA's services,this is a very dumb dismantling of SSA customer service. If anything,SSA should be enhancing video interactions to strengthen fraud detection.
If upper level management or congressional republicans read this blog,i implore you,if necssary,to consider video chat to replace phone service .
People need to be able to get appointments at Social Security through immediate contact at the office or by getting someone to answer the damn phone.
I had a client today who is rep payee for his daughter who missed her SSI check because of suspected fraud by her separated spouse. When we called the DO Admin Line, we were told that they would schedule an appointment and send notice in a week. Never happened and when called again, told no appointments are available. Simply, some things cannot be done online or even over the phone.
And things are just getting worse with no one answering the phone and no way to contact any local office in any other way.
Were trying, we really are. They already cut overtime hours. Staff is at its lowest. There’s only so many minutes in a work day. I’m so sorry to the claimants.
Why would you call the admin line? I understand your client had an issue but they aren’t anymore important than the next person.
@1:03pm And when you suspected fraud in a DD telephone transaction, did you let the caller know that they would need to come into the office to make the change? That's in POMS, I believe. Commonly done in the TSCs. And there is significantly more DD fraud committed via MySSA than over the telephone. New control coming is "Show me your checkbook."
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