The Social Security Administration (SSA), under a proposal by former President Trump, is considering a significant policy change that could require thousands of individuals each week to visit field offices before receiving benefits. This move is part of an initiative to reduce fraud and involves a new requirement for applicants seeking Social Security or disability benefits over the phone to verify their identities using an online system known as "internet ID proofing," according to an internal memo obtained by the Washington Post.
For those who are unable to verify their identities online, the memo indicates they will be required to submit paperwork at a local field office. The communication, sent by Acting Deputy Commissioner for Operations Doris Diaz to Acting Social Security Commissioner Leland Dudek, highlighted that this change could compel an estimated 75,000 to 85,000 individuals weekly to visit field offices, potentially causing "increased challenges for vulnerable populations," as well as longer wait and processing times, and a rise in demand for office appointments.
The proposed change is expected to have a more pronounced impact on older adults who may not be well-versed in using the internet and individuals with disabilities. Adding to the challenges, claimants will have fewer available field office options due to anticipated closures; over 40 out of the existing 1,200 offices are projected to shut down, according to the New York Times which referenced Social Security Works, an advocacy group. The closures are based on a list deemed unreliable by DOGE, and Elon Musk’s DOGE has also announced a reduction of 7,000 out of the SSA’s 57,000 employees.
Both the White House and the SSA were unable to provide immediate comments to Fortune. The SSA had previously considered ending telephone service for claims but reversed the decision after a report from the Post. Claimants wishing to amend their bank account information are now required to do so online or in person, as the option to change these details over the phone has been eliminated.
Appointments are necessary for almost all transactions at field offices, with wait times stretching for months, according to the Post. The White House has maintained that it will not cut Social Security, Medicare, or Medicaid benefits, asserting that any adjustments are intended to curb fraud. A July 2024 report from the SSA’s inspector general revealed that from fiscal 2015 to 2022, the agency disbursed $8.6 trillion, with improper payments accounting for less than 1%, or $71.8 billion.
Additionally, Acting Commissioner Dudek indicated in a memo obtained by NBC News that the SSA is exploring the use of artificial intelligence to improve phone call resolutions in a secure and managed fashion, adhering to the guidance from the Office of Management and Budget. Dudek acknowledged the significant media attention the agency has received, some of which has been stressful for employees and, at times, inaccurate. Despite personal errors, Dudek emphasized his commitment to making informed decisions with the best interests of the agency’s service population and employees in mind.
