Bulletin: As this week’s Blog was being posted, Social Security officials announced that the new rules requiring in-person office visits are being delayed. The roll-out of the new rules, set to begin March 31, will now take effect April 14, according to CNN and other sources. In what CNN calls “the latest backtrack at the agency,” SSA is making additional modifications to the new policy. Stay tuned to the Blog as we follow this developing story.
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What a crazy time this has been for Social Security! Over the past few weeks, we’ve all experienced a barrage of news reports about this critically important agency, warning of layoffs and office closures, data leaks and new policies, all cloaked in the strange fog of secrecy that seems to cloud most of the activities of the mysterious Department of Government Efficiency. The turmoil triggered at SSA by Elon Musk’s DOGE warriors has left seniors baffled and fearful.
Perhaps all this upheaval will ultimately turn out well. But for now here at the Blog, our job is to do our best to report “news you can use” about the impact these changes might have on you. This week, for example, comes the disconcerting news (reported here in USA Today) that Social Security is changing a long-standing practice of allowing beneficiaries who lack online access to make changes over the phone. In a measure designed to reduce alleged fraud, many transactions will soon require an in-person trip to a Social Security office.
The caveat: you’ll need an appointment, which – for those lacking online access – will require a phone call, which will demand the patience of Job to complete. Let’s look at the USA Today article, written by reporter Amaris Encinas, to see what this all means.
Without Web Access, New Policy Mandates an In-Person Visit
“More and more Americans will be forced make the trek to their local Social Security office to finalize claims or enroll in benefits starting next month,” Encinas begins her report. In an update to its security policies, the Social Security Administrati0n will soon require that new applicants and existing beneficiaries bring proof of identity in person to an SSA office.
This new policy applies to those unable to utilize their “my Social Security” account, which does require online identity verification. An estimated 22 million seniors lack effective web access at their homes, experts estimate.
Vulnerable Populations Will Be Impacted, SSA Admits
This new, more restrictive policy may be well-intentioned, but it will be disruptive, agency officials acknowledge. “Before the change, people who couldn’t verify their identity online could either call the agency or visit a Social Security office,” Encinas explains. “They could also make modifications to banking information over the phone, though were still required to verify their identity online.”
Very soon, at the end of this month, SSA’s “stronger identity verification procedures” will be implemented, USA Today reports. “The changes, which the agency says will better protect against fraudulent claims, are [predicted] to significantly impact ‘vulnerable populations,’ Leland Dudek, Social Security Administration commissioner, said in a memo leaked to multiple news outlets last week.”
Besides those who lack internet access, seniors unable to leave their home will be most affected. “Dudek estimated that between 75,000 and 85,000 more Americans would need to visit Social Security offices each week,” says Encinas. However, according to published reports, “SSA offices do not currently have the resources to handle an influx of in-person appointments of this size.” A spate of recently-announced office closures will only exacerbate the problem.
Other News Reports Describe a Social Security “Break-down”
The report in USA Today is, as we noted, just one of hundreds of recent news articles sounding the alarm about chaos at the Social Security Administration. This week, the Washington Post weighed in once again with an article describing “long waits, waves of calls, [and] website crashes.” In an ominous headline, the Washington Post report says bluntly, “Social Security is breaking down.”
According to the Post, the chaos is getting worse. “The Social Security Administration website crashed four times in 10 days this month…because the servers were overloaded. In the field, office managers have resorted to answering phones at the front desk as receptionists because so many employees have been pushed out.”
Meanwhile, says the article, “the phones keep ringing. And ringing.” Hold times are endless. “Depending on the time of day, a recorded message tells callers that their wait on hold will last more than 120 minutes or 180 minutes. Some report being on hold for four or five hours.”
Present Schedule Shows New Policies Taking Effect Next Week
The USA Today article has some helpful nuts-and-bolts suggestions for those contending with the new in-person rules, which are slated to take effect Monday, March 31. After that, Encinas reports, “Anyone seeking Social Security services who cannot use their personal ‘my Social Security’ account, for any reason, must visit a local Social Security office to prove their identity in person.”
Determining whether or not you need an in-person appointment will depend on your needs and current situation, the article reports. “The Social Security Administration will allow applicants who do not or cannot use the agency’s online ‘my Social Security’ services to start their claim for benefits on the phone,” says USA Today. “But the claim will not be fully processed until the applicant’s identity is verified in person.”
Most SSA Enrollments and Changes Can Be Handled Online
Online access remains the preferred means of accessing or modifying a Social Security account. The USA Today article includes this list of changes or requests that can be made online, including a link to the relevant page on the Social Security website:
The article did promise one service improvement: quicker processing of changes to direct deposit information. Whether a beneficiary makes the change in-person or online, SSA is now promising a turnaround of one business day. As Encinas writes, “People had to wait up to 30 days to see direct deposit changes made, the agency said in a news release.”
Some Changes Initiated Online or by Phone Require Completion In Person
In some cases, according to USA Today, you may have to visit a Social Security office even if you started a task online. “Some tasks start online and need to be finished in an office but starting online saves time,” the agency said. “We’ll help you schedule an appointment to visit when it’s needed.”
The article does stress the need to call for an appointment before visiting an office, especially if you didn’t initiate the process online. Any Social Security beneficiary or applicant can call 1-800-772-1213 to schedule an in-person appointment or find the location of your local office here, says the article. Just remember those long hold times, and prepare to be patient.
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(originally reported at https://usatoday.com)