In the News

Thousands of Americans negatively impacted by Social Security service delays – how Washington is addressing the issue

James Duffy, The U.S. Sun

Washington, DC, May 20, 2022
THE Social Security Administration (SSA) has struggled to maintain quality customer service, and Congress is seeking a solution.

More than 65 million Americans claimed Social Security benefits in 2021, up from 55.4 million in 2011, according to SSA data.

As the program has ballooned, the administration has encountered some issues keeping up with the volume of beneficiaries.

One of the major ways that problem manifests is in a lack of customer service.

Getting through to the SSA over the phone is difficult, and callers experience long wait times before getting any help.

In 2021, the average caller waited more than 13 minutes before speaking with a representative, according to SSA data, and some waits were far longer.

Congressional Intervention

On May 19, Congress held a hearing to see how it could help alleviate the administration's issue.

“In my home district in Oklahoma, seniors are completely unable to reach the Social Security Administration by phone,” Representative Kevin Hern (R-OK) said at the hearing.

“As a result, my elderly constituents end up calling my staff after many failed attempts to call the office at the Social Security Administration,” he said.

SSA service issues became more apparent during the Covid-19 pandemic while the administration's physical offices were shuttered.

However, these problems aren't completely new.

According to Representative John Larson (D-Conn.), chair of the House Ways and Means subcommittee on Social Security, the SSA's funding is partially to blame.

Rep. Larson said at the hearing that the SSA's budget has decreased by 14% in inflation-adjusted dollars since 2010, despite serving many more Americans today.

Grace Kim, deputy commissioner for operations at the SSA, called on Congress to increase the administration's funding.

Otherwise, Kim said, the SSA will not have the capacity to field the number of calls it receives.

"We are at our lowest staffing levels in 25 years,” Kim said at the hearing.

“This has been driven by years of insufficient funding and hiring freezes, compounded by unprecedented attrition.”

There is a proposal in the House of Representatives to bolster SSA funding, but it's unlikely to receive the bipartisan support it would need to pass.

Getting in touch with the SSA

Even if Congress agrees on a plan to aid the SSA, it could be a few months before the administration is fully staffed again.

If you need to contact the administration in the meantime, there are a few ways you can increase your chances of getting the help you need.

For instance, the SSA recommends calling later in the day or on Wednesdays and Fridays, when data shows wait times are less severe.

You can also schedule an in-person appointment through your local Social Security office, as offices reopened this year after closing in March 2020.

The SSA has also greatly expanded the information available on its website.

If you have a question you need to be answered immediately, you may be able to find the information just by searching the site.

For more on your benefits from the SSA, we reveal the full schedule for the year.

Also, we explain why it makes sense to start claiming Social Security at 70.