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. …
24 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."
"according to two people briefed on internal deliberations and records obtained by The Washington Post."
There has been so much garbage in the press I will take this article with a ton of salt.
Appears to be more fearmongering by mainstream media:
https://blog.ssa.gov/correcting-the-record-about-social-security-direct-deposit-and-telephone-services/
Fake story as per doge. Only making it harder to change direct deposit accounts via phone without proper authentication. To reduce fraud
Ssa had to back track because they got caught
The cutting of the phone services is real. Most transactions will have to be in person. That includes filing for any benefit. Face to Face transactions with showing of ID or use the Internet. TSC is on the chopping block…Welcome AI.
Back track what? What are you saying?
It wasn’t fear mongering. They were drafting EMs about this. The mainstream media coverage is what likely pushed this back.
Do tell. How do you know what you are suggesting?
Elon Musk has no right to even consider touching Social Security. I was required to, and willingly paid into, the program for 50 years. For decades, as a small-business owner I paid both employer and employee portions.
Social Security is a crucial part of our long-term retirement savings. We invested in the program for decades, and are now receiving the benefits we were promised. For many of us, Social Security is the only source of funds that allows us to remain housed, fed and otherwise safe. In addition, there is ample evidence that the program is already highly efficient and well-run.
Musk and cowardly members of Congress have no clue as to the wrath and disruption any cuts would cause. Does anyone in Congress want retirees suddenly facing homelessness because we cannot pay our rent? Perhaps Congress is eager to see mileslong lines at food banks? Or perhaps they want us to seek all our medical care at emergency rooms because we can no longer pay our Medicare premiums and therefore lack health insurance?
Congress: Grow a spine and start behaving rationally!
My suspicion is that the original plan is as what was stated in the press but that the immediate reaction caused them to only implement the DD aspects and cloak themselves in "we're DOGE fighting fraud". Would bet a lot the claims processing was to be included and now will be delayed a bit while they work out how to make it palatable. Bet you the DOGE guys are counting the DD transactions as "highly possibly fraudulent but caught on our watch anti-fraud successes" and will be looking at how SSA identity proofs phone contacts to know who is actually at the other end of the phone line and will use same kind of logic to deem taking claims by phone too risky and shut it down. Meaning less need of staff working phones?
It's not a horrible idea. Working in an FO most fraud comes from the TSC changing Direct Deposit. The main problem is online. When you update it online it takes 2 pay periods for it to change. So if you closed your account you're screwed and will have to go in person to get next month's check....
LOL! Dudek just DUNKED on the hapless Charles Hall with a press release debunking one of Charles's (many) conspiracy theories. Bet Charles won't take the L and will refuse to post this. https://blog.ssa.gov/correcting-the-record-about-social-security-direct-deposit-and-telephone-services/?utm_medium=email&utm_source=govdelivery
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