Advocates Push for Special Session to Cut DSS Call Center Delays

Growing Concerns Over Call Center Struggles

As the Department of Social Services (DSS) call center continues to face challenges with long wait times, there is growing concern that these issues could worsen due to upcoming changes under the Big Beautiful Bill. These changes have sparked fears that individuals may lose critical benefits such as Medicaid and SNAP if they are unable to reach someone for assistance.

Advocates from Disability Rights Connecticut are urging the legislature to take immediate action by providing more funding and implementing other measures to ensure the Client Information Line and Benefits Center can handle the increasing demand. Sheldon Toubman, an attorney with Disability Rights Connecticut, emphasized the need for significant staff increases to meet current needs and prepare for future demands.

The advocacy group recently sent a letter to legislative leaders, requesting that they address the issue during an upcoming special session. While lawmakers have been discussing a special session this fall to vote on a housing bill, they might also consider adding other legislation to their agenda.

A DSS report released in July revealed that the average wait time had increased to 51 minutes, up from previous months when it was around 43 or 44 minutes. This rise in wait times coincided with a 13% increase in call volume. The result was that 53% of callers hung up before connecting with an employee.

Callers typically seek help with benefit-related issues under various state-run programs, and often these problems cannot be resolved online. Toubman noted that for most people, the only viable solution is to speak with someone on the phone.

This problem has been ongoing, and DSS has attributed it to understaffing. However, Toubman is particularly worried about the impact of the Big Beautiful Bill, which includes changes such as requiring recipients to reapply twice a year instead of once and mandating that some beneficiaries work or volunteer 80 hours a week.

These changes could lead to more people needing assistance, resulting in even more calls and longer wait times. If individuals hang up out of frustration, they risk losing their benefits. Although these changes are not set to take effect until January 2027, Toubman believes DSS will need time to hire and train enough staff.

His group is advocating for a special session to approve additional funding, which would allow for more hiring. Some Democrats have shown openness to this idea. Rep. Jillian Gilchrest (D-West Hartford) highlighted the need to prepare the call center for the anticipated increase in inquiries.

On the other hand, Rep. Vincent Candelora (R-Minority Leader) suggested that the state should explore other solutions first, such as requiring call center workers to return to the office full-time. He emphasized the importance of meeting federal obligations and bringing employees back to work.

When asked about the issue, Gov. Ned Lamont (D-Connecticut) expressed confidence that his administration could find a solution without requiring legislative approval. He stated, “I think that we can do that ourselves. I’ll certainly talk to DSS, see what their needs are in terms of the call center. If they need additional help, we’ll be able to do that.”