{"id":124134,"date":"2026-05-08T08:24:17","date_gmt":"2026-05-08T11:24:17","guid":{"rendered":"https:\/\/ubirataonline.com.br\/the-real-cost-of-downsizing-social-security\/"},"modified":"2026-05-08T08:24:26","modified_gmt":"2026-05-08T11:24:26","slug":"the-real-cost-of-downsizing-social-security","status":"publish","type":"post","link":"https:\/\/ubirataonline.com.br\/en\/the-real-cost-of-downsizing-social-security\/","title":{"rendered":"The Real Cost of Downsizing Social Security"},"content":{"rendered":"

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Social Security\u2019s community touch was worn down in stages. Because of downsizing, wait times on the 1-800 number soared last year, with reports of hours-long holds. Bisignano promised to bring waits down to under ten minutes. To achieve that goal, he pulled various S.S.A. employees off their usual jobs\u2014field-office customer service, payment processing, appeals, I.T.\u2014to answer national calls. Kathleen Romig, a former Social Security official and a fellow at the Center on Budget and Policy Priorities, described this approach as \u201cwhack-a-mole management.\u201d<\/p>\n

One day, Jean spoke to a payment-processing worker who had received only three hours of training, compared with the usual three months, before donning a headset. \u201cShe didn\u2019t know what she was doing and could see that the customer was ours,\u201d Jean said. Bisignano claimed that automation of field-office phone lines was \u201cenabling 30 percent of calls to be handled through convenient self-service options.\u201d He cited a figure of ninety per cent for the 1-800 number, and Jean suspected that this is where the system was headed: full automation. She understood that some queries, such as status updates on pending applications, \u201ccould be skimmed off the top,\u201d but she didn\u2019t believe that a bundle of ventriloquized code could handle the harder cases, such as a widow trying to decide when to claim her benefit versus her dead husband\u2019s. (The S.S.A. spokesman told me, \u201cAmericans are receiving better and faster service as a result of innovative technology and strategic staffing.\u201d He added that all customer-service representatives \u201creceive appropriate training\u201d and have access to \u201congoing technical support.\u201d)<\/p>\n

Field offices were having to respond to 1-800 calls on top of those coming through their direct lines. And even direct calls were becoming indirect. As part of the regional consolidation, offices in distant counties could now answer calls and schedule appointments for Jean\u2019s office, and vice versa. \u201cBefore, local calls would have all been answered by a person here\u2014a community person,\u201d she told me. \u201cNow I\u2019ve got to put you on hold because I\u2019ve got to figure out who in which office is handling your claim.\u201d Beneficiaries on the West Coast were mistakenly scheduled for in-person appointments with Jean\u2019s team. Other matters sat around for months, ricochetting between field offices and through cyberspace:<\/p>\n

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\u201cClaimant calling as she went to her bank today and they notified her that she is \u2018dead.\u2019\u00a0\u201d<\/p>\n<\/div>\n<\/blockquote>\n

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Please call number to develop fraud allegation and possible appointment of payee.<\/p>\n<\/div>\n<\/blockquote>\n

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Proofs included I.D., certified court document and Medicaid card\u00a0.\u00a0.\u00a0.\u00a0Worker is concerned that they were lost\u00a0.\u00a0.\u00a0.\u00a0please contact as soon as possible.<\/p>\n<\/div>\n<\/blockquote>\n

\u201cI go back in and double-check,\u201d Jean said. \u201cEverybody has so much work to do. It\u2019s all falling behind.\u201d<\/p>\n

Reported wait times for the 1-800 number did go down\u2014to under seven minutes, as of April\u2014but Romig, the former agency official, told me that there are various ways to fudge the numbers. For one thing, as noted in a 2025 report by the S.S.A.\u2019s inspector general, the agency was counting the wait for customers who requested a callback, rather than staying on the line, as zero. Jean noticed that the wait times displayed on her internal scorecard often exceeded an hour. And the agency didn\u2019t track whether or not a caller\u2019s problem was addressed. \u201cSo many calls are people like me being told by A.I., \u2018Do you want to hang up?\u2019\u00a0\u201d Jen Burdick, a legal-services lawyer in Philadelphia, told me. \u201cEventually, I get mad and say yes.\u201d<\/p>\n

Some metrics described as wins by Bisignano signalled trouble to advocates and observers. The number of pending initial claims for disability benefits had dropped by thirty per cent since 2024, and the average processing time was cut by forty per cent. A report by disability-rights organizations acknowledged the reduced backlog, but found that seven per cent fewer people were applying for disability in the first place and that the grant rate had fallen by three per cent. (That said, the number of beneficiaries has decreased since 2015, as a result of demographic shifts and frustrations with the application process, Nancy Altman, the president of the nonprofit Social Security Works, told me.) An earlier study, published in the American Economic Journal<\/em>, found that field-office closures led to a sixteen-per-cent decline in disability recipients in the surrounding areas.<\/p>\n<\/div>\n

Source link <\/a><\/p>","protected":false},"excerpt":{"rendered":"

Social Security\u2019s community touch was worn down in stages. Because of downsizing, wait times on the 1-800 number soared last year, with reports of hours-long holds. Bisignano promised to bring waits down to under ten minutes. To achieve that goal, he pulled various S.S.A. employees off their usual jobs\u2014field-office customer service, payment processing, appeals, I.T.\u2014to […]<\/p>\n","protected":false},"author":1,"featured_media":124135,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"googlesitekit_rrm_CAow2JLhCw:productID":"","_gspb_post_css":"","maa_idioma":"","maa_pais":"","footnotes":""},"categories":[1],"tags":[9154,33924,2969,3642,146],"class_list":["post-124134","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ubirata","tag-cost","tag-downsizing","tag-real","tag-security","tag-social"],"blocksy_meta":[],"yoast_head":"\nThe Real Cost of Downsizing Social Security - Ubirat\u00e3 Online Not\u00edcias - A realidade ao seu alcance!<\/title>\n<meta name=\"description\" content=\"Social Security\u2019s community touch was worn down in stages. 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