Starting in mid-August, millions of people who rely on phone services for basic Social Security tasks will be forced to visit local offices in person or navigate a complicated online verification process. This change is expected to cause a huge increase in the number of people visiting Social Security offices, potentially leading to longer wait times and slower service, especially for seniors and people with disabilities.
What’s Changing in the Social Security Process?
Under the new rules, beneficiaries won’t be able to do simple tasks like:
- Changing their address
- Checking the status of their claims
- Requesting benefit verification letters
- Ordering tax forms
These services will now require completing a multi-step online verification process. The process will generate a one-time PIN code, which beneficiaries must use to complete their tasks. If someone is unable to complete the online steps, they will have to visit an SSA office in person.
Why Is This a Problem?
Many older Americans and people without reliable internet access may struggle to complete this online verification process. For those who cannot, the only option is to visit a local SSA office, leading to a huge increase in foot traffic to these offices.
The new policy is expected to add at least 3.4 million additional visits to SSA offices every year. This surge in visitors will be felt most strongly in rural areas, where people often have to travel long distances to reach an SSA office and may not have easy access to public transportation.
Impact on Local Offices
The Social Security Administration has warned that these changes will put even more strain on already overworked field offices. Many of these offices are facing staffing shortages, with about 1,000 employees reassigned to cover the national customer service number. This move is in response to high call volumes, and the SSA has already made staffing cuts in recent months.
Adding this new rule to the mix means nearly 3 million more hours will be spent by seniors driving to and from SSA offices, not including the additional time they’ll spend waiting in line once they arrive.
More Strain on the System
This is not the first change that will add to the strain on SSA offices. A previous rule change in April restricted phone service for beneficiaries updating their direct deposit information, leading to 1.9 million more visits annually. Combined with these new restrictions, foot traffic to SSA offices is expected to increase by 17 percent over last year, totaling 32 million visits.
Additionally, changes related to Social Security numbers for immigrants with work authorization and newly naturalized citizens will add even more visits to SSA offices.
The Social Security Administration’s new policy will create significant challenges for beneficiaries, especially seniors and those without reliable internet access. With millions of additional visits expected each year, the strain on already overburdened SSA offices will only grow. It’s crucial for beneficiaries to understand the new process and plan accordingly to avoid delays and frustration.
