Source: The Conversation
Summary
The Social Security Administration (SSA) underwent significant changes in 2025, including a 13% staff cut, office closures, and increased use of automation. These changes have made it harder for people to get disability benefits, with advocates reporting long wait times, difficulty making appointments, and increased barriers for vulnerable populations. The agency’s push to conduct business online has also created challenges for those who are not digitally literate or have limited access to technology. The authors, who are social work professors, conducted interviews with benefits representatives and found that the changes have led to increased frustration and delays in the application process.
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The numbers tell one story.
The SSA’s staff cuts and policy changes have led to a significant decrease in customer service, with phone wait times increasing and field offices requiring appointments. The agency’s push to conduct business online has created barriers for vulnerable populations, including those who are not digitally literate or have limited access to technology. Benefits representatives are struggling to navigate the system, with some reporting that they are spending more time on cases due to the lack of staff and resources. The authors’ report includes recommendations for improving the SSA’s response to applications for disability benefits.
The SSA’s changes have created a perfect storm of delays and frustration for those seeking disability benefits.
Author: Evan Null
