Social Security announces 1 big fix to its service system — but only after denying concerns. Here’s what changed and which US seniors benefit most

As a result, many callers are now speaking to employees who can’t actually help them.

Angela Digeronimo, a claims specialist in New Jersey and president of a union representing 25 offices in the state, called it a “hit or miss” situation.

She told NPR, "If it's someone else's office, the jurisdiction is someone else's. You can't take action on it because your office does not have the ability to clear that claim. You have to refer it over to the servicing office, which is what the members of the public thought they were doing.”

So what went wrong?

‘This is ineffective’

The SSA initially said its new phone routing system was working as intended.

“All SSA field offices are equipped to handle inquiries,” a spokesperson told NPR.

But many frontline workers say that’s not how the system works in practice. They point out that only the office assigned to a case can take meaningful action, due to system restrictions that limit access by jurisdiction. As a result, callers often reach someone who can’t actually help them.

Union representatives say the change is causing delays and confusion. Amber Westbrook, a union chapter president in Chicago, acknowledged the system is “very specific to the office that we can do things in.”

She added that while workers in other offices may be able to view a case, they often can’t take action if it falls outside their jurisdiction.

Advocates warn the stakes are high. Jen Burdick, a supervising attorney at Community Legal Services of Philadelphia, said the system is slowing down efforts to secure disability benefits, and risks eroding public trust.

“I feel like perhaps there was good intentions here, but this is ineffective… I’m worried that it’ll undermine confidence in the system,” she said.

After Commissioner Frank Bisignano visited an SSA office in New Jersey on August 1 and heard concerns from staff, the agency said it made an overnight system update to address the issue.

Still, employees remain uncertain about what’s changed — or what happens next. "They haven't really given us a whole lot of idea of how long this is going to last,” Westbrook said.

5 tips for slashing SSA call wait times

SSA’s official data says the average wait time on the national 800 number is about 18.5 minutes. But a survey by Sen. Elizabeth Warren’s office found the average was closer to 102 minutes, with 1 in 3 callers waiting more than two hours.

Those hit hardest are often seniors, disabled Americans, rural residents, and people without internet access, for whom long waits or misrouted calls can lead to missed deadlines and lost income.

So what can you do in the meantime?

Here are a few insider tricks that could cut your wait time — and your stress:

1. Book in advance As of January 6, 2025, the SSA moved to appointment-only for most in-office services. The agency says the change has reduced average wait times from 30 minutes to less than 23 minutes.