The Social Security Administration (SSA), under the leadership of its new commissioner, Frank Bisignano, is promising “historic” improvements in customer service.
Through a combination of new policies and modernized technology, such as the Social Security Fairness Act, updates to its national hotline, and changes to the website, the agency suggests a bright future for the program.
However, what’s really going on behind the scenes is quite different, with employees reporting high stress, heavy workloads, and fears for the future of the program.
Social Security and Staff Cuts
In an internal message to staff, Commissioner Frank Bisignano stated that the SSA would provide the technology needed to succeed and “innovate in work management.” However, employees working on the ground are experiencing something else entirely.
The SSA is planning to cut around 7,000 employees this year. This is happening at a time when local offices are seeing increased workloads and pressure on remaining staff members.
While the SSA boasts a 35% decrease in wait times on their main hotline, these improvements have come at a cost. To manage the increased call volume, employees from local offices have been reassigned to help with national telephone support.
This has led to a situation where staff members have to juggle their regular duties while also handling calls, creating a sense of frustration and a lack of clarity about the duration of these changes.
The Impact of Customer Service Changes
Last week, the SSA reassigned around 500 customer service representatives from local offices to the national hotline. Within days, this number grew to 1,000 employees.
Many employees were given no prior warning about this shift, and some were even unclear on how long it would last. This move highlights the growing pressure on the agency to handle an increasing workload with fewer resources.
Union leaders, like Jessica LaPointe of the American Federation of Government Employees (AFGE), have criticized the SSA’s approach. She called the reassignments “unsustainable” and argued that the focus should be on hiring more employees, not just using technology to solve problems.
Despite the pushback, the SSA maintains that the move is part of a larger strategy to improve customer service. They claim that technology upgrades to the hotline are enabling faster call responses.
A Bleak Outlook for Social Security Funds
Looking ahead, the future of Social Security is uncertain. According to the 2025 Old-Age, Survivors, and Disability Insurance (OASDI) Trustees’ Report, Social Security’s Old-Age and Survivors Insurance (OASI) Trust Fund, which pays out retirement benefits, will only be able to pay full benefits through 2033.
After that, beneficiaries may only receive 77% of their scheduled benefits. For example, someone currently receiving $1,000 a month might see that amount drop to $770 after 2033 unless legislative changes are made.
The situation is a bit better for Disability Insurance (SSDI), which will remain fully funded until at least 2099. However, Medicare’s future is also concerning, as the Hospital Insurance Trust Fund (Medicare Part A) is projected to run out of funds by 2033. This means that, after that point, only 89% of scheduled hospital benefits may be paid.
Social Security’s Role in Retirement
Social Security is a crucial part of many Americans’ retirement plans. Data from the Census Bureau shows that Social Security accounts for at least half of the personal income for 38.3 million Americans.
For a significant portion of them, it is their only source of income. Federal employees, especially those under the Federal Employees Retirement System (FERS), rely on Social Security to complement other retirement benefits.
In 2025, the average Social Security retirement benefit was $1,976 per month (around $23,712 annually), which is about 150% of the federal poverty level for a single person in the lower 48 states.
While the program supports retired workers and their families, it also aids the families of deceased workers and people with disabilities. According to Pew Research, 75% of Social Security benefits go to retirees and their immediate families, with the rest supporting surviving families or people with disabilities.
