Social Security Administration Changes Course on Plans to End Phone Services

The Social Security Administration announced that it will now allow retirees to complete claims entirely over the phone, after the agency had said two weeks ago it would require people to come to a field office or use the internet for “identity proofing” purposes.

Under the updated policy, beginning Monday, April 14, individuals applying for Social Security Disability Insurance, Medicare or Supplemental Security Income who cannot use a personal mySocialSecurity account can complete their claim entirely over the telephone without the need to come into an office.

April 14 had been the deadline for when phone services would be curtailed.

The agency received significant backlash from retiree advocacy groups and others, with many arguing that the planned SSA change would create unnecessary hardships for retirees seeking to claim their benefits. The nonprofit Alliance for Retired Americans argued that millions of seniors lack reliable internet access and that going into a field office would be a challenge for many people.

The SSA did not provide any reasoning for its reversal.

The agency also announced that reports about closing local field offices are false and that since January 1, the agency has not permanently closed or announced the permanent closure of any local field office. The agency has announced the permanent closure of one hearing office, located in White Plains, New York.

The SSA announced in February that it plans to shed 7,000 of its 57,000 employees as part of President Donald Trump’s plans to drastically downsize the federal government.