The Social Security Administration (SSA) announced – and multiple news reports from the AP to the Boston Globe outline – changes that will require recipients and applicants to show up in-person to agency offices instead of being able to engage over the phone.
The Globe story reports that more than 72.5 million people, including retirees and children, receive retirement and disability benefits through the Social Security Administration.
The SSA announced the changes would be effective on March 31st following a transition period that “includes training frontline employees and management about the new policy and careful monitoring of policy compliance.”
Nancy LeaMond, AARP’s chief advocacy and engagement officer, responded through the following statement:
“The Social Security Administration’s move to force people to visit offices in-person for services that they have sought by phone will result in more headaches and longer wait times to resolve routine customer service needs.
“Requiring rural Americans to go into an office can mean having to take a day off of work and drive for hours merely to fill out paperwork. The Social Security Administration needs to be able to figure out a solution for Americans everywhere to get help in a timely and efficient manner.
“SSA’s announcement not only comes as a total surprise but is on an impractical fast-track, with SSA saying the change will become permanent in two weeks. SSA needs to be transparent about its service changes and seek input from the older Americans who will be affected, because any delay in Social Security caused by this change can mean real economic hardship.
“We urge the agency to reverse this decision, or for Congress to step in and stand up for older Americans everywhere.”
AARP also posted a blog with further context and implications of these changes on older adults and their families.
Locally, Mass Senior Action Council is tracking the impacts and anyone experiencing issues with the SSA from longer wait times to unavailability of appointments can contact the organization here or call them at 617-284-1275.
Communities working to become more age-and dementia friendly should also monitor impacts and can contact Mass Senior Action Council as well as Massachusetts Healthy Aging Collaborative to report how this effects older adults.