Scarlett
The Social Security Administration (SSA) has recently relocated 1,000 in-person service employees to its main 1-800 phone line in an attempt to reduce call wait times.
While this may sound like a positive step toward faster assistance, critics and employees argue that the decision could lead to more harm than good.
Field Offices Lose Key Workers—But Phones Gain Little Relief
According to Jessica LaPointe from the AFGE union, this reassignment disrupts vital field operations. She likens the phone line to an emergency room triage system—it sorts requests but doesn’t actually process or resolve claims, which is a task handled by field office representatives.
“They’re essential, but they don’t complete the process. Taking them away slows everything down.”
With staffing already strained, removing workers from field offices could further delay claims, increase paperwork, slow down payments, and reduce employee morale.
Call Volumes Skyrocket as Staff Shrinks
In 2025, the SSA is tasked with distributing monthly benefits to over 69 million Americans, totaling approximately $1.6 trillion annually. Meanwhile, staff numbers continue to decline due to cuts mandated by the Department of Government Efficiency (DOGE).
To make matters worse, call volume has exploded, jumping from 6.6 million monthly calls in 2024 to over 8.6 million in 2025. This surge has overwhelmed the existing infrastructure, leading to wait times surpassing 90 minutes, a steep rise from the 75-minute average during Biden’s final term.
SSA Defends Its Strategy as Part of “Modernization”
Despite internal and external concerns, SSA Commissioner Frank J. Bisignano maintains that the shift is part of a larger modernization effort intended to streamline services and improve efficiency.
“My priority is to transform SSA into a model of efficiency and citizen service.”
Spokesperson Stephen McGraw added that the move represents a 25% boost in phone agents and only affects 4% of in-person staff. SSA claims this will provide greater flexibility in managing emergency call spikes.
Policy Experts Raise Red Flags
The Center on Budget and Policy Priorities (CBPP) warns that these internal adjustments are backfiring, resulting in an additional 2 million in-person visits annually. Already-understaffed offices now face even more foot traffic, causing deeper backlogs and longer wait times for critical services.
LaPointe emphasizes the need for increased hiring and better workplace conditions. In her words, “Flexible scheduling is being cut, and remaining employees are under more pressure. This approach risks accelerating resignations and degrading service quality.”
Key Facts on SSA Staff Reassignment (2025)
| Key Metric | Data/Update |
|---|---|
| Workers moved to phone lines | 1,000 employees |
| Monthly call volume in 2024 | 6.6 million calls |
| Monthly call volume in 2025 | 8.6 million calls |
| Average call wait time (2025) | Over 90 minutes |
| SSA annual payment responsibility (2025) | $1.6 trillion to 69 million recipients |
| Percentage of in-office staff relocated | 4% |
| Claimed increase in phone line staffing | 25% |
| Estimated increase in in-person visits | 2 million/year |
While the SSA’s intention to improve phone wait times is commendable, shifting field staff to phones appears to be a temporary fix that creates new bottlenecks elsewhere.
Without additional hiring, investment in modernized tech, and better working conditions, these changes may only deepen the crisis.
The core issue isn’t call handling—it’s the lack of adequate staffing across the board. Unless addressed, this “solution” could make Social Security services even more difficult to access for millions who rely on them.
FAQs
Why did the SSA reassign 1,000 workers to the phone line?
The SSA moved workers to reduce long call wait times, which have exceeded 90 minutes due to rising call volumes.
How are field offices impacted by this shift?
Field offices now have fewer staff to process claims, causing paperwork delays, slower payments, and longer in-person wait times.
Is this change part of a long-term strategy?
SSA officials claim it’s part of a modernization effort, but experts warn it could worsen overall service quality without more staff investment.