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Changes to Accessing SSA In-Person Services
From the Social Security Administration
We are expanding appointment-based services at our local Social Security offices. By scheduling appointments, we aim to reduce wait times, streamline service delivery, and improve customer experience. Nearly 400 local offices have already moved to appointment-based service this year. These offices have seen significant reductions in wait times due to more efficient and helpful visitor experiences and increases in the number of customers able to complete their business online.
We are implementing the appointment-based services nationwide in 2 phases.
Phase 1: The first phase is a transition period from now through January 5, 2025. The purpose of this transition period is to educate your clients about the need to schedule an appointment for our services.
Phase 2: The second phase takes effect January 6, 2025. This phase will require customers to schedule an appointment for service in our local offices, including requests for Social Security cards.
We encourage your clients to become accustomed to our:
- Online services webpage at www.ssa.gov/onlineservices. There, they can complete many transactions online conveniently and securely.
- Automated services webpage at www.ssa.gov/agency/contact/phone.html. If your clients cannot use our online services, they can find information about our automated telephone services available on our National 800# at 1-800-772-1213.
Customers who are not able to handle their business online or with the automated options, may call their local Social Security office or our National 800# to schedule an appointment. Your clients can find the number to their local office at secure.ssa.gov/ICON/main.jsp.
We want to make it clear that we will not turn people away for service who are unable to make an appointment or do not want to make an appointment. For example, members of vulnerable populations, military personnel, people with terminal illnesses, and people with other situations requiring immediate or specialized attention may still walk in for service at our local offices. Some of our offices also have minimal to no wait times, and they will still serve customers who walk in.
Firstly, the processing times for Social Security claims are excessively long. Many individuals, especially those with disabilities or severe health conditions, cannot afford to wait months or even years for their claims to be processed. This delay not only causes financial strain but also exacerbates the physical and emotional stress on the claimants. I have been on hold for hours at a time never reaching someone. The fact that in your recording you say easier to do online. Is completely false.
Secondly, the communication between the Social Security Administration (SSA) and the beneficiaries is often inadequate. Many recipients report difficulties in obtaining clear and timely information about their claims, benefits, and any required documentation. This lack of effective communication leads to confusion and frustration, further complicating an already challenging process.
Additionally, the current system’s complexity is a significant barrier for many individuals. The application process is cumbersome and often requires extensive documentation and multiple steps, which can be overwhelming for those who are not familiar with the system. Simplifying the application process and providing more accessible resources and support would greatly benefit the applicants.
In conclusion, the inefficiencies within the Social Security system have significant impacts on the lives of many individuals. Addressing these issues through improved processing times, better communication, simplified processes, accurate benefit calculations, and sustainable funding solutions is essential for the well-being of current and future beneficiaries.
Thank you for your attention to these important matters. I hope that steps will be taken to address these concerns and improve the efficiency and effectiveness of the Social Security system.
To date I am not able to reach anyone on the phone. 03/25/2025
Sincerely,
Gigi Cinnante
917-921-8590
Gigi,
Thank you for your very insightful comments regarding Social Security. First, I wish to explain that the website you posted your comments to is sponsored by the AMAC Foundation, a private non-profit company, and we are not affiliated directly with the Social Security Administration in any way. Nevertheless, we are fully aware of the issues you have identified because our Social Security Advisory Service deals each day with those who seek information and are unable to obtain what they seek from the Social Security Administration.
You are correct that processing times for claims are excessively long, and we deal each day with frustrated people who urgently need the SS money. Social Security recommends, as a normal process, that you allow 2 – 3 months for an application for benefits to be approved – a turn around time that seems far to long, especially for those seeking disability benefits. And you are correct: even contacting Social Security to check on status is challenging. Nevertheless, the best way to deal with Social Security these days is, if possible, using their online services by creating a personal “my Social Security” online account at http://www.ssa.gov/myaccount.
Yes, we agree that communication by SSA with beneficiaries is sorely inadequate. We regularly hear from those who receive a correspondence from Social Security which they do not understand. Fortunately, here at the AMAC Foundation, we have advisors who have worked for the SSA for decades (now retired from SSA) that are able to decipher SSA communications and translate into layman’s terms. That doesn’t alter the fact that SSA must do better with their communications, but due to the volume of transactions they deal with every day, their use of “form letters” will likely continue forever. And this is exactly why the AMAC Foundation exists – to assist AMAC Members and the general public with understanding all of their Social Security (and Medicare) options, including interpreting any SSA communications as needed.
Regarding application process, you are right that the program is complex, but it is also important that SSA ensure that everyone’s benefit is correct and that they are entitled to those benefits. That often requires a beneficiary to prove they are who they say, and have met the eligibility criteria for benefits. We know that the SSA is working every day to simplify its application processes, and they say they are committed to continuing those improvements. But reality is that each benefit has stringent eligibility requirements which SSA must ensure are met before benefits are paid. There are, after all, over 2,700 rules and regulations within the Social Security benefit program, designed to handle just about any circumstance which arises (including divorced spouse benefits, benefits to Americans living overseas, child benefits, disability benefits, etc.). The program is necessarily complex by its nature, and Social Security MUST make sure that only those who deserve benefits receive them. We know that SSA is trying to streamline its processes, but they must also be sure that SSA money goes only to those who earn/deserve it.
I don’t want to seem like I am defending the Social Security Administration, because we are very familiar with their inefficiencies – we deal with that every day. But, our goal is to assist those who have questions and help them navigate that behemoth government agency we call Social Security. Here at the AMAC Foundation we have assisted nearly 40,000 Americans with their Social Security issues, and will continue to do so. If you have further questions or comments, please feel free to contact us directly at 1.888.750.2622, or email us at SSadvisor@amacfoundation.org. We look forward every day to assisting those with questions about Social Security.
Regards,
Russell Gloor
Certified Social Security Advisor
The AMAC Foundation
If the office I go to isnt busy, then why do I need to be forced to make an appointment. You’re making me wait 2 hours on my freakin phone to talk to someone which is ridiculous…
Stefan:
Thanks for your comments. We understand your concern, but the AMAC Foundation is not affiliated with the Social Security Administration, so we suggest you direct your comments to that agency for consideration. You can do this via this address: https://secure.ssa.gov/emailus/EmailUs.action.
Thank you again for your comments.
AMAC Foundation
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