SSA union workers raise alarm over damaging agency reforms

Challenges Facing Social Security Administration Offices

As the Social Security Administration (SSA) continues to undergo significant changes, concerns are mounting among union members about the impact these adjustments are having on service quality. Union representatives from the American Federation of Government Employees (AFGE) Local 1164 have voiced their worries about the effects of low staffing and restructuring within the agency.

Christine Lizotte, an SSA claims representative and member of AFGE Local 1164, highlighted that SSA offices across the country are experiencing a historic low in staffing levels. This situation has raised alarms about the ability of the agency to maintain the same level of service for federal employees and the public.

In March, Lizotte warned that the SSA's plans to close offices, offer early retirement packages to some employees, and reassign others could lead to delays in services and longer processing times for benefits. She now says that the consequences of these changes are becoming more evident.

"If you're being asked to go to the front counter and help people, and if you're asked to be on the phones more often, I don't have time to process your claim, which means you're not going to be processed quickly," Lizotte explained. "I'm doing my best. We're all doing our best."

According to Lizotte, the Trump administration's Department of Government Efficiency (DOGE) previously offered early retirement options to SSA employees, with a deadline set at the end of the year. Additionally, there is currently a hiring freeze in place, further exacerbating the staffing issue.

In early July, 1,000 service representatives nationwide, including those in New England, were reassigned to work at national tele-service centers. Lizotte pointed out that this shift has placed additional pressure on local SSA offices, as claims specialists like her have had to take on more responsibilities, pulling them away from their primary duties.

She noted that many offices in Maine already operated with small staffs. Some had only three service representatives, and after reassignments, they lost one representative. For example, the SSA office in Portland had five service representatives before the reassignments, but it is now down to just two.

Another challenge comes from a new phone system that reroutes incoming calls to regional offices if the call is not answered within one minute. Lizotte said that this system, combined with the reassignments, sometimes leads to individuals not receiving the assistance they need. Often, people must schedule appointments to speak with someone in a local office to address issues they initially called about.

These changes have led to late distribution of social security benefits, longer processing times for claims, and an overall decline in service quality.

Despite these challenges, the SSA has consistently maintained that services are not being cut. Instead, the agency emphasizes that it is focusing on reframing and restructuring its operations.

Representatives from the SSA press office stated in an email that the recent changes are beneficial for Americans. They noted that average call wait times when calling the national 800 number have decreased by 50 percent compared to last year. Additionally, they shared that the disability claims backlog has dropped by 21 percent since reaching a record high last fall.