Robbing Peter To Pay Paul

    From Government Executive:

In recent days, the Social Security Administration and its newly confirmed commissioner Frank Bisignano have celebrated “key milestones” in its quest to improve customer service, citing its implementation of the Social Security Fairness Act and addition of new automated service lanes on the agency’s 1-800 number and website. …

But workers at the agency say that as the agency shrinks by an aspired 7,000 workers this fiscal year, management is simultaneously scrambling to triage escalating workloads, causing a communications whiplash akin to being “gaslit,” one said. …

Beginning last week, the agency involuntarily reassigned 500 field office customer support representatives to handle calls to the 1-800 number indefinitely and without notice. By Tuesday, that number had risen to 1,000 reassignments. …

They’re robbing Peter to pay Paul,” [said the leader of the union that represents most Social Security employees].“And it really invalidates [Bisignano’s] whole theory and vision that SSA doesn’t need any more staff and that AI—or other technology—will solve the customer service problems at the agency and on the 1-800 number.” … 

Bisignano’s email to staff on Monday included an additional bit of news: performance bonuses will be distributed next month. Though Bisignano said he “directed” their distribution, the bonuses were originally slated to go out earlier this year but were delayed during the tenure of then-acting Commissioner Leland Dudek. …

Cruelty Is The Point

      From The Guardian:

Millions of legal immigrants may be left unable to work after the US Social Security Administration quietly instituted a rule change to stop automatically issuing them social security numbers.

The Enumeration Beyond Entry program is an agreement between the Social Security Administration and the Department of Homeland Security, where US Citizenship and Immigration Services would provide social security with information from applicants for work authorization or naturalization.

The program began in 2017 under the first Trump administration.

Without any public notice, on 19 March, the program was halted, affecting millions of immigrants every year and burdening Social Security Administration offices, as those applicants will now have to visit a Social Security Administration office and apply separately to receive a social security number. …

The costs of issuing a social security number through this program in the same year, according to a Social Security Administration memo, was $8 per issuance, compared with $55.80 in a field office. …

"Chaos Has Ensued"

     From the Washington Post:

...  The administration’s ongoing shake-ups of the workforce, from buyout offers to firings to sweeping reorganizations, are also undermining efficiency.

At the Social Security Administration, for example, Trump officials and DOGE pushed thousands of central-office workers to take lower-level positions answering phones in field offices, threatening to fire whoever did not make the jump, according to emails reviewed by The Post and interviews with a half dozen agency employees.

Chaos has ensued across field offices in the weeks since the reassignments took effect, staffers said. Claims processing has bogged down as regular field office staff — already overburdened because of widespread resignations and retirements — are pulled off their normal duties to train incoming administrators and analysts.

But the backlog means the trainings are being shortened and rushed through, employees said, so inexperienced, reassigned staffers start work unprepared. That leads to more mistakes, more requests for help and more backed-up claims — and more time wasted all around.

To sum it up, “you now have half the staff with very little knowledge of how to do the work,” one relocated staffer said. “And the other half of staff overwhelmed with work and unable to really train or mentor these new folks.”

Asked about the reassignments, Social Security provided an emailed statement from an unnamed official, whom it declined to identify. The statement said DOGE’s work at Social Security had charted a new, better course for the agency.

“The voluntary reassignment of approximately 2,000 employees to direct service positions has not caused disruptions at the agency,” the statement read. “As these employees complete their training and become fully proficient in their new positions, they will further accelerate the progress the agency is making.” ...

This Burden Falls Heavily On Trump Voters

      From the Center on Budget and Policy Priorities:

The Trump Administration and DOGE have implemented new phone service restrictions that the Social Security Administration (SSA) estimates will require people to make over 1.93 million additional trips to understaffed Social Security field offices each year. Even without any traffic, these additional trips will lead to over a million hours wasted on unnecessary travel each year.

Nationally, assuming no traffic, half of all seniors must drive at least 33 minutes for a field office visit, and nearly a quarter of seniors (13.5 million) live more than an hour’s drive roundtrip from their nearest field office.

 ...

Appendix: State Fact Sheets

• Alabama
• Alaska
• Arizona
• Arkansas
• California
• Colorado
• Connecticut
• Delaware
• District of Columbia
• Florida
• Georgia
• Hawaii
• Idaho
• Illinois
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Maine
• Maryland
• Massachusetts
• Michigan
• Minnesota
• Mississippi
• Missouri
• Montana
• Nebraska
• Nevada
• New Hampshire
• New Jersey
• New Mexico
• New York
• North Carolina
• North Dakota
• Ohio
• Oklahoma
• Oregon
• Pennsylvania
• Rhode Island
• South Carolina
• South Dakota
• Tennessee
• Texas
• Utah
• Vermont
• Virginia
• Virgin Islands
• Washington
• West Virginia
• Wisconsin
• Wyoming

Waiting In Schenectady

    People are waiting for service in Schenectady but, in truth, they're waiting everywhere.

Is Social Security In Compliance With This?

 42 U.S.C. §405(t) In any case in which an individual visits a field office of the Social Security Administration and represents during the visit to an officer or employee of the Social Security Administration in the office that the individual’s visit is occasioned by—

(1) the receipt of a notice from the Social Security Administration indicating a time limit for response by the individual, or

(2) the theft, loss, or nonreceipt of a benefit payment under this title,

the Commissioner of Social Security shall ensure that the individual is granted a face-to-face interview at the office with an officer or employee of the Social Security Administration before the close of business on the day of the visit.

What Are You Supposed To Do?

      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?

“I’ve Called For Days”; “We Came From A Long Ways Away” ; “I Didn’t Know He Was Going To Pull This”

      From the New York Times:

The line started forming outside the Social Security office in suburban Glendale, Ariz., not long after sunrise, dozens of retirees and people with disabilities, shuffling papers, some leaning on walkers, all anxious to know whether President Trump’s government overhaul had put their safety nets at risk.

When 9 a.m. came, an employee emerged from the building with fliers asking the crowd to come back — once they had scheduled an appointment.

“I’ve called for days!” one woman yelled.

“We came from a long ways away,” said another. Still another let everyone know they had been handed a load of bunk, though she used a more colorful term. …

Those difficulties come as a deadline looms, imposed under the influence of Mr. Musk’s cost-cutting initiative called the Department of Government Efficiency as the billionaire presidential adviser crusades against what he imagines to be legions of beneficiaries who do not qualify for Social Security benefits. On April 14, the agency plans to largely phase out phone services for people filing for retirement and survivor benefits or changing their direct deposit information, forcing them to file online or come into the office, part of the administration’s broader effort to combat fraud that it has done little to prove exists.

The Social Security Administration could end up exempting some from the edict, but as April 14 approaches, calls to the agency have risen by 30 percent compared with last year, and more callers are getting busy signals or being disconnected, according to data published by Social Security. … 

“I didn’t know he was going to pull this,” said Teresa Boswell, whose vote for Mr. Trump in November helped flip Arizona, but who found herself fuming outside the Social Security office in Glendale last week, unable to sign up for $1,200 in monthly benefits after she retired from her job processing legal papers. “This is a joke.” … 

The White House has grown worried enough about the political fallout from the long lines and wait times that White House officials are pressuring Social Security administrators to reduce the information they put online that could draw attention to problems, according to a person briefed on the discussions. …

Field Office “Consolidations” Coming

      From Government Executive:

A draft plan for service delivery at the Social Security Administration includes “field office consolidation” as a goal for next year — even as the agency maintains publicly that it isn’t closing field offices.

SSA posted Monday on X that it “is NOT permanently closing field offices. Only underutilized hearing office space has been closed and without permanently closing field offices.” But a plan circulating within the agency includes a goal to “further reduce footprint” in 2026 and beyond. 

The scope of the envisioned "consolidations" is unclear, though the document singles out field offices as on the chopping block next year. …

At the same time the agency is contemplating plans to shutter offices, it also is moving ahead with new identity proofing requirements expected to push more people to those offices. SSA is ending phone service for many of its benefits applications, as well as those looking to make changes to their direct deposit information, leaving them with online or in-person avenues to do so.

Some regional leaders that oversee field offices still haven’t gotten guidance on implementing the changes, which are scheduled to take place next week, according to one current employee.  …

Lining Up For Service

      There are people lining up two hours before a Social Security field office is set to open in Iowa. Also, I expect in every other state. Some lined up are big DOGE supporters.

Press Release Denying Field Office Closures

 

Press Release

Thursday, March 27, 2025

For Immediate Release

Mark Hinkle, Press Officer

press.office@ssa.gov

Correcting the Record about Social Security Office Closings

reports in the media that the Social Security Administration (SSA) is permanently closing local field offices are false. Since January 1, 2025, the agency has not permanently closed or announced the permanent closure of any local field office. From time to time, SSA must temporarily close a local field office for reasons such as weather, damage, or facilities issues, and it reopens when the issues are resolved. The agency has announced the permanent closure of one hearing office, in White Plains, NY.

SSA works closely with local congressional delegations before closing any office permanently. The agency also reassigns employees from an affected office to other locations to help communities access in-person services.

“SSA is committed to providing service where people need help and our local field offices are no exception,” said Lee Dudek, Acting Commissioner of Social Security. “We have not permanently closed any local field offices this year.”

SSA identified for the General Services Administration underutilized office space to ensure the government is spending taxpayer money as prudently as possible. The agency provided GSA a list of sites for termination. Most of these are small hearing rooms with no assigned employees. Since most hearings are held virtually, SSA no longer needs these underutilized rooms.

Field Office Loses 7 Of 26 Employees To DOGE Buyouts

      Social Security field office loses 7 of its 26 employees to DOGE buyouts. You think service won’t suffer?

A Poll

 

online polls

Explain To Me How There Could Possibly Be Money In This

     From a press release:

... United States Magistrate Judge Embry J. Kidd has found Joshua Joseph Gray (45, New Smyrna Beach) and George Douglas Metz (51, Belleview) guilty of unlawfully video recording and failing to comply with official signs and directives inside multiple Social Security field offices. ...

According to evidence presented at trial, on various dates between November 2022 and January 2023, Gray and Metz each entered three different Social Security field offices in Central Florida while video recording. Gray and Metz continued to video record despite being informed by official signage and Social Security representatives that video recording is prohibited in Social Security offices without prior permission. ... Gray and Metz subsequently posted their video recordings, which depicted members of the public and Social Security representatives conducting business, on their public YouTube channels, where Gray and Metz were paid for their videos and solicited donations. ...

WSJ Wants To Know "Who Needs 1,000 Social Security Offices?"

     The Wall Street Journal asks "Who Needs 1,000 Social Security Offices?" Of course, they think the field offices can be replaced by online services. I'll bet the authors couldn't define the difference between Disabled Adult Child and SSI Disabled Children's benefits. In other words, they assume that paying retirement benefits is basically all that Social Security does because they really know little about what the agency does.

Coming Soon -- Walk-In Service To End

     

    If you're a Social Security employee who thinks this is great, remember that there is little efficiency gained here. You'll feel less harried mainly because workloads are reduced by discouraging the public from doing business with Social Security in the first place and by extending time frames for service out potentially by months. There is a significant percentage of the population who aren't capable of jumping through even a few hoops. They'll wait in your waiting room to see someone but they won't call repeatedly trying to make an appointment only to get frustrated after 30 minutes or more and hang up. Yes, you can go to the field office and make an appointment there to come back in a month or two but many people won't keep that appointment. They've got problems that keep them from working and from keeping appointments. That's frustrating but those people are a significant percentage of the population the agency is supposed to be serving.

    Imagine this. Your Social Security checks suddenly end. Your Medicare is terminated. All of your bank accounts and credit cards are frozen. You have no way of paying your bills or even buying food. Someone tells you that the problem is that you're been declared dead. You have no idea who decided you were dead After a month of desperation, someone tells you that the problem is at Social Security. You immediately go down to the local Social Security field office hoping for a quick resolution of the problem but all that happens is that you have to make an appointment two months out into the future. How would you feel?

In Person Service Matters

    From Effects Of Suspending In-Person Services At Social Security Administration Field Offices On Disability Applications And Allowances by Monica Farid, Michael T. Anderson, Gina Freeman, and Christopher Earles, a study for the Center for Retirement Research at Boston College:

In this study, we examine the effect of the suspension of in-person services at Social Security Administration (SSA) field offices during the COVID-19 pandemic on applications ...

The paper found that:

• There were systematic differences in the characteristics of applicants by mode of application. In-person applicants were older, less likely to have completed high school, and less likely to speak English compared to phone or online applicants.
  

• The suspension caused a 6-percent decrease in the volume of applications, implying that not everyone who wanted to apply in-person was able to apply using other modes. The effect was larger for Supplemental Security Income (SSI) applications compared to Social Security Disability Insurance (DI) applications.
  

• The suspension of in-person services caused some would-be in-person applicants to apply by phone, but it did not cause an increase in the volume of online applications.
  

• We did not find evidence that the suspension disproportionately affected groups of applicants defined by educational attainment, age, or English-speaking status.
  

• Our estimates imply that in-person service suspensions explain more than 50 percent of the decline in SSI and DI applications during the pandemic. ...
  

    The first and fourth points above seem to be in tension with each other.

I Have Been Seeing More Of This Problem In The Last Year

      From a recent report by Social Security’s Office of Inspector General (OIG):

… [W]e reviewed a sample of 274 cases from a population of 1.5 million recipients SSA placed in non-payment status codes from March 2020 through May 2022 after determining the recipients failed to provide requested information or take requested actions. Additionally, we identified 61,176 recipients who were placed into 7 non­payment status codes during periods SSA had prohibited their use. 

Results 

SSA did not act in accordance with its policy and procedures when it processed SSI ineligibility determinations and suspensions based on applicants’, recipients’, or representative payees’ failure to provide information. SSA’s employees did not complete all required steps for 156 (57 percent) of the 274 sampled cases placed in non-payment status, which led to 96 of the 156 recipients not receiving $203,133 in SSI payments they should have received. Projecting these results to our population, we estimate SSA did not follow its policy before it denied or suspended SSI payments for 871,330 recipients. Of these recipients, we estimate 536,203 did not receive $647 million in SSI payments they should have received. …

     It’s way too easy for field office employees to deny on the basis of failure to provide information without making any serious effort to contact the claimant.

A Tweet From The Commissioner

Had a blast visiting our @SocialSecurity offices in Arlington, TX, Albuquerque, NM, and Phoenix, AZ, this week! Getting great feedback from employees + customers 

 

In The Field

     Social Security's front line employees often complain that high level agency managers don't understand problems in the field, that no one listens to them. Whatever else you think of him, Martin O'Malley is getting out into the field. I'm attaching some photos posted on Twitter from his recent visit to the Jacksonville, FL field office. 

    By the way, O'Malley seems no more proficient at taking selfies than I am! Also, by the way, note that image of a motorcycle up on the screen in that last photo. I wonder if the employee was asked to get something up on the screen that had no PII. Could it even be an artificial image added later by Photoshop to avoid the PII problem?