Social Security's attempts to reduce call waiting times are causing stress elsewhere
The Social Security Administration (SSA) is currently grappling with a staffing crisis that is causing significant disruptions in local services and increased wait times at field offices. The crisis, largely due to widespread layoffs and restructuring under the U.S. Department of Government Efficiency (DOGE) initiative, has led to thousands of SSA employees leaving the agency since March.
Approximately 4% of front-line workers have been temporarily reassigned to cover the national 800 phone number, according to the SSA. However, this move has been disruptive for staff and is increasing wait times for other services. Monique Buchanan, president of an American Federation of Government Employees (AFGE) chapter, notes that temporarily removing claims specialists from front-line positions is "directly harmful to the public."
The reassignment of field office staff has reportedly worsened working conditions for the remaining staff, who are now performing the duties of multiple people. Juan Daniel Vasquez, a field office worker in Monroe, Mich., says his office's employee who covered the phones was shifted to the 800 number, causing increased workload for everyone. Jessica LaPointe, a field office worker in Madison, Wis., believes the staff shuffling is causing more employees to leave the agency.
The SSA claims that phone service has improved as a result of these reassignments, thanks to a new telephone platform that offers callbacks or automated options to most callers. However, CBPP's Kathleen Romig argues that staffing up the national hotline might not actually be faster for beneficiaries because so much work is done by claim specialists and other staff at field offices.
In an effort to address the crisis, Frank Bisignano, the new SSA Commissioner, has been visiting field offices and processing centers to hear directly from front-line employees. Despite these efforts, there is no indication that the situation is improving for field office workers. The agency has also established field office support units to assist with critical workloads and demands.
The staffing crisis has resulted in longer wait times at field offices and on the SSA’s national 800 phone number, despite attempts to reassign about 1,000 field office customer service representatives temporarily to phone operations. This reassignment, however, worsens staff shortages at local offices. The closure of field offices in rural and underserved areas further reduces accessible in-person support for residents who often rely on face-to-face assistance.
In addition to longer wait times, the crisis has also led to increased workload and burnout among remaining staff, who report having to perform the duties of multiple people. This, in turn, leads to high stress and reduced capacity for timely service. The crisis has been particularly hard on those handling Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI) claims, with some claimants waiting over 12 months for adjudication and appeals.
The staffing crisis at the SSA is causing frustration and hardship for beneficiaries who require assistance navigating complex Social Security programs. The situation has been described as "rearranging the deck chairs on the Titanic," indicating a systemic problem with too few workers to meet demand effectively. Nicole Morio, a field office worker in Staten Island and union representative, said these reassignments have forced front-line staff to take on more work. The agency has recently taken down various real-time metrics from its website, making it harder for the public to gauge the impact of the crisis.
- The increase in wait times at the field offices and on the SSA's national 800 phone number is partially due to the reassignment of approximately 4% of front-line workers to cover the national 800 phone number.
- The staffing crisis at the SSA has led to an increased workload and burnout among remaining staff, who are now performing the duties of multiple people.
- The reassignment of field office staff to the national hotline might not actually be faster for beneficiaries, as much work is done by claim specialists and other staff at field offices.
- The SSA's staffing crisis has been described as a systemic problem with too few workers to meet demand effectively, causing frustration and hardship for beneficiaries navigating complex Social Security programs.
- The closure of field offices in rural and underserved areas due to the staffing crisis further reduces accessible in-person support for residents who often rely on face-to-face assistance, making tax, finance, business, ESG, politics, and general-news related matters more difficult for these individuals.
