The Social Security Administration is discontinuing a long-standing service that permitted individuals to apply for benefits over the phone. This significant change, as estimated by the agency itself, is projected to compel millions of Americans to apply for assistance in person at their nearest field office. The decision to terminate this service is likely to create barriers for many who rely on phone applications for their Social Security needs.
In a recent announcement made on Tuesday, the agency indicated that beginning March 31, all Social Security applicants will be required to verify their identities through online ID-verification software before they can access benefits. For individuals unable to complete this online verification process, an in-person visit to the closest field office will be necessary to apply directly. Furthermore, any modifications to a beneficiary’s direct deposit settings will also necessitate this same verification protocol.
“This change could push the Social Security Administration services, which are already at a breaking point, into a full-blown crisis,” warns Kathleen Romig, the director of Social Security and disability policy at the Center on Budget and Policy Priorities, a progressive think tank.
Lee Dudek, the acting commissioner of the Social Security Administration, stated during a press call that these changes aim to mitigate fraud, as the agency grapples with over $100 million lost annually to direct deposit scams. While these measures may be intended to enhance security, concerns have been raised about their impact on vulnerable populations.
Consumer advocates express that these adjustments will have profound implications for the approximately 70 million elderly and disabled beneficiaries relying on Social Security, many of whom face challenges with access to technology and transportation. “For numerous older adults and individuals with disabilities, this change could be overwhelming,” remarks Shannon Benton, spokesperson for the Senior Citizens League (TSCL). “This is especially true for those with limited experience in using technology or who struggle with mobility issues.”
According to an internal estimate by Doris Diaz, the acting deputy commissioner for operations, this policy shift is projected to necessitate that over 4 million elderly or disabled individuals make in-person appointments with the Social Security Administration in the coming year, a significant burden on an already strained system.
The Washington Post reported that Diaz noted in an internal memorandum that eliminating phone applications would also extend wait times, increase processing durations, and present further “challenges for vulnerable populations,” highlighting the potential fallout from this decision.
Understanding the Unexpected Policy Change by the Social Security Administration
In devising this new policy, the Social Security Administration bypassed the conventional rulemaking process, which typically spans a year or more and invites feedback from various stakeholders, including beneficiaries, consumer advocates, and other essential groups. This lack of engagement is one reason why the announcement made by the Social Security Administration on Tuesday was met with shock by organizations like AARP, which called the two-week notice “an impractical fast-track” for such a critical policy change.
“The Social Security Administration must be transparent regarding its service modifications and actively seek input from the older Americans who will be directly impacted by these changes,” stated Nancy LeaMond, AARP’s chief advocacy officer. “Delays in Social Security services resulting from this change could lead to significant economic hardship for many.”
Likewise, The Senior Citizens League expressed its surprise at the haste with which the new Social Security rule is being rolled out. “We have consistently advocated for a gradual and thoughtful approach to any modifications in benefits or procedures,” Benton from TSCL emphasized. “This sudden change is excessively harsh for those who depend on these services.”
What to Anticipate for Social Security Applications Moving Forward
Effective March 31, the option to apply for Social Security benefits via phone—an initiative established in 1998 to enhance customer service—will be completely removed. From that point onward, applicants will be required to first authenticate their identities through online verification software provided by ID.me or Login.gov.
The online verification procedure now entails setting up an account with one of these services, confirming your email address, scanning a government-issued ID, and taking a selfie for comparison with the ID. Access to a reliable internet connection, a computer, and a smartphone is generally necessary to navigate these steps effectively. In certain cases, a video call with an agent may be required if the software cannot automatically authenticate your facial features. Alternatively, identity verification can be conducted at a local post office; however, it is important to note that the post office can only assist in establishing your verified account and cannot facilitate the application for Social Security benefits.
Consumer advocates are voicing concerns that this technology-dependent process may prevent numerous elderly and disabled Americans from obtaining the benefits for which they are qualified. “For individuals lacking smartphones, or those experiencing cognitive or motor skill challenges—which includes a substantial number of seniors and individuals with disabilities—these verification tools will be exceedingly difficult to navigate,” Romig warns.
The only alternative remains applying for benefits directly at one of the Social Security Administration‘s field offices. However, Romig points out that these offices have recently ceased accepting walk-in appointments. Therefore, individuals will first need to call 1-800-772-1213 to arrange an in-person consultation.
As of Thursday, the estimated hold time to schedule an appointment via phone exceeded 120 minutes, and the “request a call back” feature on the Social Security Administration website was non-functional. Typically, appointments are booked a month or more in advance, according to Romig. Once all necessary documents are submitted, the agency generally takes around six weeks to process requests for retirement benefits and six to eight months for disability benefits.
Proposed staffing and facility reductions, part of austerity measures initiated by the Department of Government Efficiency, are predicted to exacerbate existing wait times. These budget cuts to the Social Security Administration involve the termination of approximately 7,000 agents and the closure of six out of the agency’s ten regional offices. Additionally, the Associated Press has identified 47 local field offices slated for closure.
Even prior to these closures, some rural residents had to travel hundreds of miles to access a Social Security office. An AARP spokesperson highlighted that residents in Nevada, in particular, could find themselves in dire situations. On Wednesday, Maria Moore, AARP’s Nevada State Director, stated that the policy “to compel in-person visits will lead to significant complications for our residents.”
“In Nevada,” Moore elaborated, “some individuals are required to journey as far as 300 miles or endure four-hour trips to reach their nearest Social Security Administration office.”
According to the Associated Press list, Nevada is among the states where a field office is scheduled to shut down later this year, further complicating access to essential services for many.
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