May 9, 2026
Millions of Americans rely on Social Security every month to pay for housing, groceries, medications and other essentials. But for many retirees and disabled beneficiaries, getting help from the agency is becoming harder, especially in rural communities where local offices may be hours away.
In a recent New Yorker investigation into staffing cuts and operational changes at the agency, one Midwest Social Security office manager told reporter E. Tammy Kim, it isn't unusual for people to drive two and a half hours to get help. (1) Staffing cuts, centralized phone systems and operational changes inside the Social Security Administration (SSA) are reshaping how Americans access benefits.
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The agency serves more than 75 million people (2), including retirees, individuals with disabilities and Supplemental Security Income (SSI) recipients. But the SSA's workforce has been drastically cut, with the agency losing more than 7,000 employees in 2025 alone, including roughly 3,000 customer-service workers (3).
The staffing reductions were the result of the short-lived Department of Government Efficiency (DOGE), which pushed federal agencies to cut costs and modernize operations. Earlier this year, DOGE targeted Social Security offices before plans were reversed following public backlash, according to Reuters (4).
Advocates say the downsizing could disproportionately hurt older Americans, disabled beneficiaries and rural residents who depend on in-person help to navigate one of the federal government's most complex systems.
Why in-person Social Security offices matter
For many Americans, Social Security isn't simply a website login or quick phone call.
Field offices help people with the basics: apply for disability benefits, replace Social Security cards, resolve payment problems, report income changes for SSI eligibility and navigate survivor benefits after a spouse dies. Many cases require original documents, lengthy explanations or a rundown of complicated eligibility rules.
That's especially true for SSI recipients, whose benefits can change depending on income, living arrangements or local assistance programs.
The SSA handled about 31 million in-person visits in fiscal year 2024, according to the agency (5). Yet it has simultaneously pushed more users online and on the phone.
The New Yorker report said local office workers are losing direct phone lines, and calls are being rerouted through national systems. Some offices reportedly began discouraging walk-ins while employees were reassigned to help reduce wait times on the agency's national line.
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Advocates argue that automation can only go so far
According to Pew Research Center data, older Americans are less likely to use broadband internet or feel comfortable with digital services (6). Rural Americans also face higher rates of limited broadband access. That can create serious barriers for seniors or disabled Americans trying to resolve benefit problems.
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Research published by the American Economic Association found that Social Security field office closures were associated with a 16% decline in disability benefit receipt in nearby areas (7), suggesting fewer people completed the application process when local access disappeared.
Organizations, including the American Association of Retired Persons (8) and the Center on Budget and Policy Priorities (9), have also warned that understaffing can worsen delays and make it harder for the vulnerable to get assistance.
What longer waits could mean for beneficiaries
For retirees and disabled Americans living paycheck to paycheck, delays at Social Security can quickly become financial emergencies. Disability applicants already face extended times for decisions. According to the SSA, the average wait for an initial disability claim is six to eight months (10).
The New Yorker noted cases bouncing between distant offices, beneficiaries being falsely listed as dead and workers struggling to resolve problems because of a new centralized system.
The effects may be more pronounced in rural communities, where office access is already limited. Some state offices in Iowa and Montana reportedly shifted to phone-only service after staffing losses.
Read More: Dave Ramsey says this 7-step plan ‘works every single time’ to kill debt, get rich in America — and that ‘anyone’ can do it
How to deal with Social Security staffing cuts
For those whose contact with Social Security has been disrupted by office closures or limited staff, there are steps you can take to try to combat issues as they arise:
- Prepare for longer response times, whether in-person or by phone
- Keep detailed records when dealing with the agency
- Document case numbers or phone conversations
- Create a My Social Security online account
- If struggling with stalled claims, seek help through legal-aid groups, disability advocates or congressional constituent-service offices
Monthly benefit checks are still being delivered, but beneficiaries still encounter problems and there are fewer experienced workers available.
Article Sources
We rely only on vetted sources and credible third-party reporting. For details, see our ethics and guidelines.
The New Yorker (1),(3); U.S. Social Security Administration (2),(5),(10); Reuters (4); Pew Research Center (6); American Economic Association (7); AARP (8); Center on Budget and Policy Priorities (9)
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Clay Halton is an associate editor at Money.ca, covering a wide range of consumer-focused financial stories. He has over seven years of experience in digital publishing and has written and edited for outlets including PCMag and Investopedia.
