The Social Security Administration (SSA) employees are warning that routine services may face delays as they prioritize processing around 900,000 complex pension claims. Updating Social Security with changes, such as address or bank account details, could take longer than usual. These delays arise from a recent shift to manually process claims concerning mainly former public servants like teachers and postal workers.
While the White House assures that benefits for other beneficiaries won’t be impacted, SSA employees express concerns that this new task will push routine work to the back burner, possibly resulting in delayed or stopped checks for thousands of Americans. Generally, SSA employees prioritize new claims and appeals each day. However, employees at many processing centers were recently instructed to focus on the 900,000 complex cases, with some offered weekend overtime to ensure the work is completed.
The initiative, signed earlier this year, aims to boost benefits for public servants by accounting for previously unpaid Social Security contributions. The SSA initially set a November deadline to process these claims but now aims to resolve them by July 1. This accelerated timeline has led to significant operational changes, including increased weekend work and a halt on addressing less urgent issues like overpayment reconsideration and Medicaid billing problems.
Social Security Commissioner Frank Bisignano, during his March confirmation, emphasized the importance of completing this task swiftly using a mix of manual and automated processes.
Delayed services amid processing overhaul
The White House reported that $15.1 billion in retroactive payments have been distributed to over 2.3 million individuals through automation, with the remaining complex cases requiring manual processing.
Employees report the changes have led to substantial upheaval within the SSA. Many staff members have accepted early buyout offers, and adjustments in identification protocols and technology have created additional challenges, including website failures and increased wait times for phone assistance and in-person appointments. SSA employees at various processing centers conveyed their frustration and concerns about the new priorities.
Many fear retribution for speaking out, as directives were communicated verbally rather than through the usual written memos. They report being instructed to only assist with new claims, appeals, or these specific cases, telling callers that other issues cannot be addressed until the new workload focus is lifted. The focus on these complex claims means less attention to routine but critical issues, potentially affecting individuals’ ability to receive their checks on time.
Employees noted that the order to prioritize these cases might extend past the July 1 deadline if not completed. SSA field employees, feeling the brunt of these changes, often face angry callers and are subjected to increased stress. Some have been allowed to work overtime from home to address the backlog, but concerns about unresolved routine issues remain high.
Amidst these changes, the call for feedback and internal insights continues, highlighting the ongoing adjustments within the SSA and their impact on millions relying on timely benefits.