Americans continue to struggle with Social Security a year after job cuts were announced. How to deal with a slow-down in services

“What we’re seeing with our older adults applying for Social Security is that the wait time is double compared to even a few years ago, and so they’re really struggling to get appointments on the phone,” Julie Krawczyk told CBS News Texas in a story published Jan. 14 (1). She’s the director of the Elder Financial Safety Center at Dallas-based nonprofit The Senior Source. “You might have waited before an hour or two. Now, you're waiting three to four hours to be able to talk to someone by the phone. And even when you get someone on the phone, they’re likely going to say to you, ‘go online and get an appointment.’”

Your mileage may vary depending on when and where you place a call, but the SSA has indeed expressed a desire to get more beneficiaries to go digital. Directing callers to go online, however, can be a problem if they live in a remote area or can’t afford internet service, or struggle with technology.

“There's a lot of folks who don’t have access to the internet. There are a lot of people who aren’t comfortable using computers,” Kenneth Williams, president of the Dallas chapter of the Alliance for Retired Americans, told CBS News Texas. “You’re not going to just replace all of these Social Security offices with online access. That’s not going to work. That's going to leave a lot of people out.”

The human cost of staff cuts

It’s impossible to understate the significance of Social Security’s impact. With 70 million recipients, benefit checks are a financial lifeline for many Americans.

To underscore the SSA’s significance for retirees, a 2025 survey from the National Academy of Social Insurance found that 36% of respondents wouldn’t be able to afford essentials, including food, clothing and housing, without Social Security retirement benefits (2).

With a service so integral for seniors, unanswered phone calls aren’t just an inconvenience — they could make all the difference for a recipient’s financial well-being. Despite the SSA’s attempts to push digital-first initiatives, Pew Research Center data shows only 70% of U.S. adults aged 65-plus have high-speed internet at home, while 17% rely on smartphones for internet access (3).

The move to digital services also puts seniors in a vulnerable position since the SSA is among most commonly impersonated federal agencies in government-imposter scams. In 2024, the Federal Trade Commission (FTC) found there was a more than fourfold increase since 2020 in reports from adults 60 and over who lost $10,000 to these impersonation scams. In total, the losses from these scams rose from $55 million in 2020 to $445 million in 2024.

The impact of staffing cuts and a growing reliance on digital platforms can create a dangerous gap for Social Security beneficiaries, but there are ways to work with this system.

How you can prepare

If you’re preparing an application or need to make benefit changes, expect things to move slowly. Start the process as early as possible so even if there’s a delay it doesn’t affect coverage.

Documentation is also crucial, and beneficiaries should get in the habit of storing copies of every form submitted and letter received. It’s also helpful to record the dates and times of phone calls, along with the names or ID numbers of representatives. Having a clear paper trail makes it easier to resolve errors or appeal decisions if necessary.