The Social Security Administration (SSA) is set to introduce a significant policy change starting in mid-August that could place a heavy burden on local field offices. This change will affect millions of beneficiaries who have previously relied on phone services for basic account management.
With the new rules, these individuals will now be required to complete tasks either in person or through a complicated online verification process.
This shift is expected to increase the number of visits to SSA offices by at least 3.4 million each year, which experts warn will lead to longer wait times and slower service, especially for seniors, individuals with disabilities, and families dealing with the loss of a loved one.
What’s Changing and Why?
Under the new rules, beneficiaries will no longer be able to perform routine actions such as:
Changing their address
Checking the status of claims
Requesting benefit verification letters
Ordering tax forms
These tasks, which were once manageable over the phone, will now require beneficiaries to complete a multi-step digital verification process. This process will generate a one-time PIN code, which they must use to verify their identity.
For those who are unable to complete the online verification—especially older Americans, those without reliable internet access, or individuals unfamiliar with digital tools—the only option left will be to visit a local SSA field office in person.
Increased Strain on SSA Offices
The new policy is expected to place additional strain on the SSA’s already overloaded offices. Experts predict that millions of unnecessary visits will be added to the 1,200 local offices across the country.
This will likely be most challenging in rural areas, where beneficiaries often need to travel long distances and have limited access to public transportation.
In fact, data from the Center on Budget and Policy Priorities (CBPP) reveals that the change will result in nearly 3 million more hours of driving for seniors each year. This figure does not even account for the additional time spent waiting in line at the offices.
The Timing of the Change
The timing of this policy change has raised concerns among advocates and former SSA officials, especially given the agency’s current staffing shortages.
Earlier this year, around 1,000 field office employees were reassigned to handle increased call volumes at the national 800 number. In addition, nearly 2,000 employees accepted buyouts as part of the largest staffing cuts in SSA history.
With many more employees retiring early or leaving through attrition, some SSA offices are already operating with minimal staff, making it even more difficult to handle the expected surge in visitors.
Impact of Recent Changes
This new policy follows a similar change in April, which restricted phone services for beneficiaries trying to update their direct deposit information. That move is expected to add another 1.9 million in-person visits each year.
Combined with the new requirements for digital verification, the total increase in foot traffic to SSA offices will be a 17% rise from last year’s 32 million visits.
Furthermore, the suspension of the automatic Social Security number process for immigrants with work authorization and newly naturalized citizens will further exacerbate the situation, increasing the number of required trips to SSA offices even more.
The SSA’s decision to restrict phone services and require in-person visits or digital verification for basic tasks could significantly impact beneficiaries. The strain on SSA offices, already dealing with staffing shortages, will likely result in longer wait times and increased difficulties, especially for vulnerable populations.
As millions of beneficiaries navigate this change, the increased foot traffic to local offices and the rising demand for in-person services will present substantial challenges.
Advocates and experts are urging the SSA to reconsider the timing and implementation of these policy changes to avoid overwhelming the already struggling system and to ensure that all beneficiaries can access essential services.
