The SSA announced in March it would implement anti-fraud measures, requiring in-person identity proofing to access certain services for those unable to use the “my Social Security” online portal. But weeks later, the agency reversed course, saying it had rolled out “enhanced technology” that modernized its services.
“Users of our phone service will only have to come in person if they are flagged by our anti-fraud system,” the agency wrote in a social media post on April 9.
Critics warned that moving away from telephone services could create massive roadblocks for millions of Americans, especially older adults and those living in rural areas.
Here’s what these changes mean, and how you can prepare for potential policy shifts in the future.
Long waits and accessibility gaps
More than 4-in-10 retirees apply for benefits by phone, along with most spouses and bereaved family members seeking survivor benefits, according to the Center on Budget and Policy Priorities (CBPP), a policy think tank. The proposed rule would have wiped out that option for many of those people.
“There’s no way to schedule an appointment online,” Kathleen Romig, the CBPP’s director of Social Security and disability policy, told NPR. "So you have to call the agency’s 800 number. Right now, the wait for a call back from Social Security is two-and-a-half hours. And that’s if you get through to an agent at all.”
Even if you try to go the in-person route, getting help from Social Security is no walk in the park. Most people wait at least 28 days for a scheduled appointment.
An analysis by the CPBB shows visiting an SSA field office amounts to a “45-mile trip for some 6 million seniors” — a trip that becomes incredibly more difficult for those living in remote areas.
Millions of older and disabled Americans also lack reliable internet, smartphones or the tech skills to navigate multi-step online ID checks, the CBPP says, which makes learning to use the online portal a challenge.
Romig emphasizes the real-world impact: "Not everyone drives, particularly seniors or people with disabilities," she said. "And not everyone is able to leave the house. Think about people who are homebound or hospitalized. So, this is incredibly burdensome for the older and disabled people that the SSA serves."
