The Trump administration’s push to downsize the federal government has resulted in several changes to the Social Security system, long considered the “third rail” of American politics. The latest change, initiated by Musk’s Department of Government Efficiency, has sparked particularly intense backlash. So much so that implementation of the new rule, originally set for March 31, has been pushed to April 14. We explain the new rule below.
New Policy Eliminates Phone Service, Requires In-Person Visit
For decades, beneficiaries have been able to contact the Social Security Administration by telephone in order to apply for benefits or to change the bank at which payments are deposited. Beginning April 14, phone service is eliminated if you are seeking retirement benefits, survivor benefits or auxiliary benefits. You must authenticate your identity via the agency’s online portal. If you cannot complete this task online, you must report, in person, to a field office.
Seniors, disabled individuals, those with mobility challenges and their advocates have criticized the policy, saying it poses a hardship for beneficiaries. They cite these factors:
Internet Technology An Obstacle For Older Americans. Older Americans tend to be less tech savvy than younger demographics, and more likely to struggle with technology and/or lack internet access entirely. Dealing with the Social Security Administration via the internet could be difficult or impossible for many seniors.
Traveling to Field Offices A Hardship. Visiting a field office will be burdensome, perhaps impossible, for many seniors and those with mobility issues. Making matters worse, the number of field offices is shrinking. Kiplingers reports that 47 offices have already been shuttered or are on the chopping block. As a result, many claimants will be forced to travel long distances to visit a Social Security office.
Staffing Inadequate To Meet Demand. AARP notes that staffing at the Social Security Administration is currently at a 50-year low. Furthermore, DOGE plans to cut the workforce by an additional 12%. This comes at a time when the number of claimants is at an all-time high and growing exponentially. The Alliance for Lifetime Income reports that 11,000 Baby Boomers are turning 65 every day, a trend that will continue through 2027. Offices could be overwhelmed and unable to handle the increased number of in-person claimants.
Appointments Difficult To Secure: Even if a beneficiary can physically travel to a field office, walk-ins are no longer allowed; claimants must schedule an appointment in advance. However, there is already an extremely long wait for an appointment. Kathleen Romig, director of Social Security and Disability Policy at the Center for Budget and Policy Priorities, says: “The average wait on the phone to make an appointment is 2 hours. The average wait for an appointment is over one month…Millions more people seeking in-person service from SSA, combined with cutting 7,000 staff, will cause further delays for everyone seeking help.” And AARP’s Chief Advocacy and Engagement Office, Nancy LeaMond, issued this statement on March 19: “To visit offices in person for services that they have sought by phone will result in more headaches and longer wait time to resolve routine customer service needs.”
Administration Says Policy Change Needed To Reduce Fraud and Waste
The President, Musk, and the current acting head of the Social Security Administration, Leland Dudek, maintain that the policy change is necessary to reduce fraud and waste.
According to Dudek, $100 million is lost every year due to direct deposit fraud. “Americans deserve to have their Social Security records protected with the utmost integrity and vigilance,” he has said. “For far too long, the agency has used antiquated methods for proving identity. Social Security can better protect Americans while expediting service.” He also maintains that the new procedure will benefit seniors by reducing processing time for direct deposit requests from 30 days to just one day.
Responding to fears that field offices will be overwhelmed by the huge increase in in-person visits, Dudek says the agency is equipped to handle it: “SSA recently required nearly all agency employees, including frontline employees in all offices throughout the country, to work in the office five days a week…this change ensures maximum staffing is available to support the stronger in-person identity proofing requirement.”
Despite the rosy predictions, an internal memo made public by the Washington Post indicates that the agency is not certain that all will be smooth sailing. Sent to Dudek by the Acting Deputy Commissioner for Operations, Doris Diaz, the memo speculates that the increased number of people trying to authenticate their identity at field offices could lead to increased challenges for vulnerable populations, and longer wait times and processing times.
How To Express Your View On The Issue
If you wish to express your opinion on this issue or any other, get in touch with your elected federal officials. Find their contact information here:
More Information
Social Security Delays Fraud Measures: How You Could be Affected: Newsweek, March 27, 2025
Social Security To End Applying For Benefits By Phone: AARP, March 19, 2025
