Social Security Administration Ends Phone Applications for Benefits, Millions Forced to Apply In Person

The Social Security Administration has made a significant change to its services by ending the option for people to apply for benefits over the phone. This decision, effective March 31, will require individuals to verify their identities using online ID-verification software before receiving benefits. Those who are unable to complete the online verification process must visit a field office in person to apply. Any modifications to direct deposit settings will also require the same online verification process.

The agency’s acting commissioner, Lee Dudek, stated that these changes are aimed at reducing fraud, as the agency encounters over $100 million in direct deposit scams annually.

However, consumer advocates are concerned about the impact these changes will have on the 70 million elderly and disabled beneficiaries of Social Security. Many of these individuals have limited access to technology and transportation, making the new online verification process a significant hurdle.

According to an internal estimate by Doris Diaz, the agency’s acting deputy commissioner for operations, the policy shift is expected to force more than 4 million elderly or disabled individuals to make in-person appointments with the Social Security Administration in the next year. The removal of phone applications is also predicted to result in longer wait times, processing delays, and additional challenges for vulnerable populations.

Surprise Announcement and Concerns

The decision to implement these changes did not involve the official rulemaking process, which typically includes feedback from stakeholders and takes a year or longer to finalize. Organizations like AARP and The Senior Citizens League were taken by surprise by the abrupt announcement and the short two-week notice provided.

Nancy LeaMond, AARP’s chief advocacy officer, emphasized the need for transparency and stakeholder input in service changes that affect older Americans. The Senior Citizens League expressed concern over the speed at which the new rule is being implemented, advocating for a more gradual and considerate approach.

Impact on Applicants

Beginning March 31, phone applications for Social Security benefits will no longer be available, and applicants must undergo online identity verification using services like ID.me or Login.gov. This process involves creating an account, verifying email, scanning a government-issued ID, and taking a selfie for facial comparison.

Consumer advocates worry that the tech-heavy nature of the new process will create barriers for older and disabled individuals who may not have access to smartphones or face challenges with technology. The alternative is applying in person at a field office, but with recent office closures and staff reductions, wait times are expected to increase.

Residents in rural areas, like Nevada, may face significant challenges as some must travel long distances to reach the nearest SSA office. The closure of additional field offices will further exacerbate these difficulties for vulnerable populations.

Conclusion

The changes implemented by the Social Security Administration are causing concern among advocacy groups and beneficiaries due to the potential barriers they create for accessing essential benefits. As the agency transitions to online verification and in-person applications, it is essential to consider the needs of older and disabled individuals who may face challenges in navigating these new processes.