A piece in the Los Angeles Times lays out the situation. Social Security can’t answer its phones. They won’t see you if you show up at the office. Their online systems are a shambles. What are you supposed to do?
The Social Security Administration did not respond to The Times’ requests for comment on the problems elderly and disabled people reported accessing services. The agency’s press office acknowledged in a string of posts on X that telephone wait times were too long and its website had faced challenges, but said the issues “PREDATES the current Administration.”
The problems with contacting Social Security are not new. About three years ago the entire phone system went dark for about three weeks. Generally, trying to call individual offices to get information is either a no response at all or at least a wait of 15 minutes to a half an hour with ending with getting cut off about half of the time. Before COVID you could at least go to the local office and if you were willing to wait, see someone. Since COVID, very much limited and now, without an appointment, not possible at all. And getting an appointment is just as difficult. Not all a DOGE thing but they have not made things better and I expect it will just keep getting worse.
Social Security backs off cuts to phone services amid outcry After weeks of confusion and outcry, the Social Security Administration said it is backing off its announced drastic cuts to phone services.
Why it matters: The changes would’ve strained an already backlogged agency and possibly even kept eligible Americans from receiving benefits.
**“**Telephone remains a viable option to the public,” the agency said in a statement. Zoom in: The cuts were slated to begin in less than a week. Instead the agency said in an email that “beginning on April 14, SSA will allow all claim types to be completed over the telephone.”
“This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI.” Where it stands: Going forward, Social Security will implement some fraud safeguards in phone service, the agency said.
If individuals are flagged then they would be required to visit a field office. Catch up fast: The agency made these changes as a fraud protection measure — though that claim has been widely disputed and phone fraud appears to be minimal compared to the volume of benefits paid and the amount of disruption the changes would’ve caused.
SSA has been flooded by calls from recipients and members of Congress are hearing from constituents over fears of what these cuts will do to already lackluster service.
Late Tuesday, when the agency first announced phone services would remain in a series of posts on X, the AARP welcomed the news.
The group represents 38 million older Americans, and has been speaking out against the changes, but said it needed more “clarity” to understand them.
The short answer is die. Please see Scrooge, "If they would rather die, they had better do it, and decrease the surplus population." Another rich guy that thought he could run things
Yes, SSA previously had some minor systems problems, but they were not massively large scale and were fixed quickly. The current DOGE administration is the cause of these daily systems outages and complete breakdown of the internal workings of the agency. Anyone with a computer background can tell you mainframes do the heavy processing in almost all major companies including GM, FORD, Prudential and most insurance companies. Servers struggle to do what mainframes can do and anyone believing servers are the solution such nonsense has no real experience in the field. It is no surprise that SSA is not replying to any questions about the current hapless situation, they left go so many employees, there is no one left to respond. Only a fool would decimate 6 Regions without knowing what support they provide and combine them into 4 mega-size Regions with no support staffs. The administration is treating all federal employees as dirt and there is no morale left. Sad for an agency that is responsible for 73 million beneficiaries and had employees having compassion and worked hard for those served. It now has FOs with no support at all. Good luck for prompt and accurate service to the current and future SSA beneficiaries.
Can't we all (as in everyone that paid into the system) sue using a "bad faith lawsuit" since we paid in before we claim? It's kind of like buying car insurance. You mess up and hurt someone, insurance don't pay, sue the insurance for "bad faith" and it magically gets paid.....
Multiple certified letters (return receipt) to the SSA so one has plenty of evidence of ignored contact for all the upcoming lawsuits? That's what I am doing. I can prove my case, can they?
Help is coming. Training classes are starting at SSA for those who took the voluntary reassignment option (to front line positions such as Claims Specialist (The old "CA in PSC, CR in FO). These folks will be put into positions which will directly help the public in the FO and PSC. In return they are guaranteed they won't be put out on the street, with no job. Let's face it, this is a good program.
What good are they without RO and PSC support. CS and CRs don't make determinations on all claims. No support, no agency frontline. Just being used as fodder.
Yeah, removing experts from the failing technological and logistical backbone of the organization and putting them on the front line... after months / years of training. Just brilliant, Leland.
Our agency is a mess. It’s heartbreaking, our constituents waiting for so long just to be given an appointment and they get really upset, and my fellow coworkers are becoming upset being that we have directions from central office to give constituents the benefit letter, change their address or direct deposit when they visit the office because it takes longer to make the appointment! But area office has said to make appointments for everyone! It’s so upsetting just typing this. And the amount of work…I’m just going to stop typing. We need help. SOS…
The strategy is to reassign employees to front line customer facing roles, from higher-ranking jobs at headquarters or at regional offices. Dudek has frequently said that SSA has too many employees in support roles, with high salaries.
Grade creep is a factor on this one. It used to be quite difficult to get higher than a GS-12. Now there are too many GS 13-14.
Specialized support experience means specialized salaries no matter within or outside of the government. Dudek ought to know since he was a high-paid Management Analyst promoted to a job that far exceeded his experiences or expertise. He was only a greeter for 2 weeks at a FO - his only field experience ever.
The response from the SSA agency…
ReplyDeleteThe Social Security Administration did not respond to The Times’ requests for comment on the problems elderly and disabled people reported accessing services. The agency’s press office acknowledged in a string of posts on X that telephone wait times were too long and its website had faced challenges, but said the issues “PREDATES the current Administration.”
The problems with contacting Social Security are not new. About three years ago the entire phone system went dark for about three weeks. Generally, trying to call individual offices to get information is either a no response at all or at least a wait of 15 minutes to a half an hour with ending with getting cut off about half of the time. Before COVID you could at least go to the local office and if you were willing to wait, see someone. Since COVID, very much limited and now, without an appointment, not possible at all. And getting an appointment is just as difficult.
DeleteNot all a DOGE thing but they have not made things better and I expect it will just keep getting worse.
I really feel bad for the public we’re supposed to be serving. These are self-inflicted wounds for sure.
ReplyDeleteAnd now...this from Axios
ReplyDeletehttps://www.axios.com/2025/04/09/social-security-cuts-doge
Social Security backs off cuts to phone services amid outcry
After weeks of confusion and outcry, the Social Security Administration said it is backing off its announced drastic cuts to phone services.
Why it matters: The changes would’ve strained an already backlogged agency and possibly even kept eligible Americans from receiving benefits.
**“**Telephone remains a viable option to the public,” the agency said in a statement.
Zoom in: The cuts were slated to begin in less than a week. Instead the agency said in an email that “beginning on April 14, SSA will allow all claim types to be completed over the telephone.”
“This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI.”
Where it stands: Going forward, Social Security will implement some fraud safeguards in phone service, the agency said.
If individuals are flagged then they would be required to visit a field office.
Catch up fast: The agency made these changes as a fraud protection measure — though that claim has been widely disputed and phone fraud appears to be minimal compared to the volume of benefits paid and the amount of disruption the changes would’ve caused.
SSA has been flooded by calls from recipients and members of Congress are hearing from constituents over fears of what these cuts will do to already lackluster service.
Late Tuesday, when the agency first announced phone services would remain in a series of posts on X, the AARP welcomed the news.
The group represents 38 million older Americans, and has been speaking out against the changes, but said it needed more “clarity” to understand them.
@12:17 Telephone wait times, sure, that predates the current admin. The rest, no.
ReplyDeleteAgree to a point. It has gone from bad to worse on telephones service.
DeleteThe short answer is die. Please see Scrooge, "If they would rather die, they had better do it, and decrease the surplus population." Another rich guy that thought he could run things
ReplyDeleteThis PREDATES the current administration?
ReplyDeleteMusk’s DOGE reportedly deploys AI to monitor federal workers for anti-Trump sentiment: ‘The willingness to skirt laws is brazen’
Yes, SSA previously had some minor systems problems, but they were not massively large scale and were fixed quickly. The current DOGE administration is the cause of these daily systems outages and complete breakdown of the internal workings of the agency. Anyone with a computer background can tell you mainframes do the heavy processing in almost all major companies including GM, FORD, Prudential and most insurance companies. Servers struggle to do what mainframes can do and anyone believing servers are the solution such nonsense has no real experience in the field. It is no surprise that SSA is not replying to any questions about the current hapless situation, they left go so many employees, there is no one left to respond. Only a fool would decimate 6 Regions without knowing what support they provide and combine them into 4 mega-size Regions with no support staffs. The administration is treating all federal employees as dirt and there is no morale left. Sad for an agency that is responsible for 73 million beneficiaries and had employees having compassion and worked hard for those served. It now has FOs with no support at all. Good luck for prompt and accurate service to the current and future SSA beneficiaries.
ReplyDeleteCan't we all (as in everyone that paid into the system) sue using a "bad faith lawsuit" since we paid in before we claim? It's kind of like buying car insurance. You mess up and hurt someone, insurance don't pay, sue the insurance for "bad faith" and it magically gets paid.....
ReplyDeleteMultiple certified letters (return receipt) to the SSA so one has plenty of evidence of ignored contact for all the upcoming lawsuits? That's what I am doing. I can prove my case, can they?
ReplyDeleteIts SSA they dont have to prove anything, please see any VE or ME testimony ever.
DeleteHelp is coming. Training classes are starting at SSA for those who took the voluntary reassignment option (to front line positions such as Claims Specialist (The old "CA in PSC, CR in FO).
ReplyDeleteThese folks will be put into positions which will directly help the public in the FO and PSC. In return they are guaranteed they won't be put out on the street, with no job.
Let's face it, this is a good program.
What good are they without RO and PSC support. CS and CRs don't make determinations on all claims. No support, no agency frontline. Just being used as fodder.
DeleteYeah, removing experts from the failing technological and logistical backbone of the organization and putting them on the front line... after months / years of training. Just brilliant, Leland.
DeleteIs this a serious comment? Newbie CRs and CSs are going to save the day? 😂😂😂
DeleteOur agency is a mess. It’s heartbreaking, our constituents waiting for so long just to be given an appointment and they get really upset, and my fellow coworkers are becoming upset being that we have directions from central office to give constituents the benefit letter, change their address or direct deposit when they visit the office because it takes longer to make the appointment! But area office has said to make appointments for everyone! It’s so upsetting just typing this. And the amount of work…I’m just going to stop typing. We need help. SOS…
ReplyDeleteThe strategy is to reassign employees to front line customer facing roles, from higher-ranking jobs at headquarters or at regional offices. Dudek has frequently said that SSA has too many employees in support roles, with high salaries.
ReplyDeleteGrade creep is a factor on this one. It used to be quite difficult to get higher than a GS-12. Now there are too many GS 13-14.
Specialized support experience means specialized salaries no matter within or outside of the government. Dudek ought to know since he was a high-paid Management Analyst promoted to a job that far exceeded his experiences or expertise. He was only a greeter for 2 weeks at a FO - his only field experience ever.
ReplyDelete