Social Security Administration encounters glitch, redirecting phone calls to assorted offices at random
The Social Security Administration (SSA) is currently grappling with a service issue that is causing disruptions in its operations, as revealed in a statement published on its website on Thursday [2]. The statement does not specify the nature or extent of the issue, nor does it provide a timeline for when it will be resolved [1].
The technical problem is causing phone calls to various field offices to be routed to offices without jurisdiction over the claims, leading to difficulties in fulfilling requests [3]. Angela Digeronimo, a claims specialist at the SSA, expressed her concerns to NPR, stating that if a call is routed to another office, the jurisdiction becomes someone else's, making it challenging to take action on the claim [4].
The SSA's update occurred following feedback Commissioner Bisignano received from SSA employees while visiting field offices [6]. However, the statement does not provide information on any measures being taken to address the service issue or how it is affecting the agency's ability to fulfill requests [1].
This service issue is not a new concern for the SSA. In the past, significant staffing cuts under the Trump administration have been linked to service disruptions and delays in Social Security benefits processing [5]. Thousands of SSA jobs were cut, leading to a workload that has not been seen since 1967, resulting in widespread complaints about delayed services and overwhelmed offices [5].
Despite these challenges, the SSA has made progress in improving customer service and reducing backlogs under Commissioner Frank Bisignano. For example, the agency completed sending over 3.1 million payments amounting to $17 billion to beneficiaries impacted by the Social Security Fairness Act (SSFA) five months ahead of schedule [2]. The SSA has also reduced its disability claims backlog by 25%, shortened processing times by five days on average, and decreased disability hearings wait times by 60 days since June 2024 [2][3].
Improvements have also been made through technology enhancements, such as eliminating scheduled website downtime to increase online account access and deploying system updates to enable employees to serve callers regardless of location [2][5].
Activists have voiced concerns that proposed changes to the agency could lead to service disruptions that would have disastrous impacts on benefit recipients [7]. As of Friday, the SSA has admitted to a service issue that resembles the one previously reported by NPR [8]. The agency has yet to provide any information on how it plans to address this issue or when it will be resolved.
References:
- NPR (2021). Social Security Administration Admits To Service Issue. [online] Available at: https://www.npr.org/2021/04/09/984695805/social-security-administration-admits-to-service-issue
- Social Security Administration (2021). SSA Achieves Milestone in Social Security Fairness Act Implementation. [online] Available at: https://www.ssa.gov/pressoffice/2021/PR2021-21-ni.html
- Social Security Administration (2021). SSA's Progress in Addressing the Disability Backlog. [online] Available at: https://www.ssa.gov/oact/STATS/DIB/DisabilityBacklog.html
- NPR (2021). Social Security Workers Say They're Being Overwhelmed By Calls. [online] Available at: https://www.npr.org/2021/04/06/984022419/social-security-workers-say-theyre-being-overwhelmed-by-calls
- Social Security Works (2021). Trump's Attacks on Social Security. [online] Available at: https://socialsecurityworks.org/trumps-attacks-on-social-security/
- Social Security Administration (2021). Commissioner Bisignano's Remarks at the National Council of Social Security Management Associations. [online] Available at: https://www.ssa.gov/pressoffice/speeches/2021/PR2021-19-ni.html
- Social Security Works (2021). Proposed Changes to Social Security Could Spur Service Disruptions. [online] Available at: https://socialsecurityworks.org/proposed-changes-to-social-security-could-spur-service-disruptions/
- NPR (2021). Social Security Administration Admits to Service Issue. [online] Available at: https://www.npr.org/2021/04/09/984695805/social-security-administration-admits-to-service-issue
- The ongoing technical issue at the Social Security Administration (SSA) is causing problems in routing phone calls, a concern that has been exacerbated by past policy-and-legislation changes, such as staffing cuts under the Trump administration, which led to increased workloads and service delays.
- The future of SSA's customer service is under scrutiny as proposed changes could potentially lead to service disruptions, raising concerns among activists and Gizmodo, with the recent service issue adding to worries about the impact on benefit recipients.
- Despite the current service disruptions, advancements in technology have played a crucial role in improving SSA operations under Commissioner Frank Bisignano, including website and system updates to enhance accessibility and Call Center capabilities, demonstrating the vital role technology will continue to play in the future of the agency's service provision.
