From The Administrative Burden Experienced by U.S. Rural Residents Accessing Social Security Administration Benefit Programs in 2024 by Debra L. Brucker, Stacia Bach, Megan Henly, Andrew Houtenville and Kelly Nye-Lengerman
Abstract: This project used a community-engaged qualitative research approach to address the following research aims: 1) examine information- and service-related barriers that rural persons with disabilities, family members of persons with disabilities, and older adults face in accessing information about and services related to U.S. Social Security Administration (SSA) benefit programs, and 2) solicit recommendations for community-level and SSA-level actions that could improve rural resident access to information and services. ... Conducted in 2024 in the State of New Hampshire, the research team first engaged with twelve individuals who had lived experience of disability and/or were older adults (age 62+) to jointly develop focus group questions and recruitment strategies. The research team then held in-person and virtual focus groups and interviews with 40 rural residents to address the research aims noted above. The qualitative analysis revealed that rural residents, particularly those attempting to access or receiving disability benefits, experienced high levels of administrative burden. Persons with stronger social networks were better able to overcome these barriers to services. Regardless of type of benefit receipt, people very strongly preferred having access to an SSA field office in person instead of communicating with SSA by e-mail, mail, or phone. Most rural residents did not prefer using technology to communicate with SSA as many had limited access to and knowledge about technology. ...