The Social Security Administration (SSA) has proposed changes to its phone service that could significantly impact beneficiaries, particularly those living in rural areas. The draft memo, signed by acting deputy commissioner Doris Diaz on March 13, aims to improve identity verification but may “cripple” the agency’s already-strained system.
The proposed changes would limit what people can do over the phone, requiring applicants who cannot use online verification to visit a local field office in person. This could be particularly challenging for those with disabilities, living abroad, or facing financial difficulties. The SSA is already plagued by long call wait times and delayed processing.
Critics argue that these changes are unnecessary and would disproportionately affect vulnerable populations. Former officials and experts warn that the proposal’s focus on identity verification could lead to “service disruption” and increased field office traffic, resulting in longer wait times and delayed processing.
The SSA has denied previous reports about scrapping its toll-free phone line, but this new memo suggests a more significant overhaul of its services. The agency’s press secretary has stated that any American receiving Social Security benefits will continue to receive them, but it remains unclear whether these changes are still under consideration.
These proposed changes have sparked concerns among advocates and lawmakers who fear they could be used as a means to block people from accessing benefits. As the Trump administration continues to implement budget cuts, the SSA’s actions have raised questions about its priorities and commitment to serving vulnerable Americans.
Source: https://www.axios.com/2025/03/17/social-security-trump-doge