Could your benefits be at risk? What Social Security's latest staff shakeup means for you
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If you’ve ever waited what felt like forever just to get someone on the line for help with your benefits, you’re not the only one. And if recent shifts are any sign, that wait might not be over anytime soon.
A major federal agency is quietly moving people around, aiming to fix one issue—but possibly creating new ones.
It’s a strategy that some call necessary—but others call risky.
Roughly 1,000 customer service representatives have been pulled from field offices and reassigned to a national phone hotline.
The move is meant to reduce average call wait times, which recently reached 75 minutes per call. It’s a 25% boost in phone staff, but not everyone is convinced it’s the right fix.
Jessica LaPointe, president of Council 220 of the American Federation of Government Employees, described it as “triage,” warning that “it’s just going to create a vicious cycle.”
While phone lines may be better staffed, there are now fewer workers available to clear claims, fix benefit errors, and manage in-person requests.
Internal data shows the number of staffers available per beneficiary has dropped drastically—from one for every 480 beneficiaries in 1967 to one for every 1,480 today.
The SSA has lost thousands of workers in recent years due to cost-cutting measures, with more than 2,000 reassigned earlier this year alone.
Kathleen Romig, a former SSA official and current researcher at the Center on Budget and Policy Priorities, said the agency is operating with a dangerously low workforce: “The only way you can get on top of a problem is to play musical chairs like this.”
Read also: Social Security stirs backlash after unexpected message lands in inboxes
LaPointe emphasized that removing staff from local offices comes at a price. “Field offices cannot afford to lose any workers while still processing public claims,” she told Newsweek.
According to recent data, nearly 2 million extra in-person visits are now required each year due to previous staffing cuts and revised protocols.
Fewer workers mean more strain, and LaPointe warns that the agency’s approach is leading to low morale, increased attrition, and more workers leaving.
Read also: Could your Social Security benefits increase? Here’s the latest from Congress
SSA Commissioner Frank J. Bisignano insists the agency is progressing. “My top priority is to transform SSA into a model of excellence,” he said in a recent statement, adding that the changes support a broader strategy to meet service demands.
SSA spokesperson Stephen McGraw said only about 4% of field staff are affected by the reassignment. But frontline workers say that even small changes have outsized consequences when there’s already a staffing shortage.
LaPointe added that the “solution is clear: hire more staff and treat SSA workers with the respect they deserve.” Instead, she says, the agency is eliminating flexible schedules, driving more employees to take leave or quit entirely.
As more Americans rely on retirement, disability, and survivor benefits, the pressure on the SSA only increases.
The agency paid out an estimated $1.6 trillion in benefits in 2025—and that number isn’t going down anytime soon.
Read next: Big Social Security shift could mean more money for millions—are you affected?
Have you faced long waits, confusion, or issues with Social Security lately? Do you have tips for getting faster service or questions about your benefits?
A major federal agency is quietly moving people around, aiming to fix one issue—but possibly creating new ones.
It’s a strategy that some call necessary—but others call risky.
Roughly 1,000 customer service representatives have been pulled from field offices and reassigned to a national phone hotline.
The move is meant to reduce average call wait times, which recently reached 75 minutes per call. It’s a 25% boost in phone staff, but not everyone is convinced it’s the right fix.
Jessica LaPointe, president of Council 220 of the American Federation of Government Employees, described it as “triage,” warning that “it’s just going to create a vicious cycle.”
While phone lines may be better staffed, there are now fewer workers available to clear claims, fix benefit errors, and manage in-person requests.
The Social Security Administration (SSA) fields more than 8.6 million calls per month. Image source: Jan Walter Luigi / Unsplash
Internal data shows the number of staffers available per beneficiary has dropped drastically—from one for every 480 beneficiaries in 1967 to one for every 1,480 today.
The SSA has lost thousands of workers in recent years due to cost-cutting measures, with more than 2,000 reassigned earlier this year alone.
Kathleen Romig, a former SSA official and current researcher at the Center on Budget and Policy Priorities, said the agency is operating with a dangerously low workforce: “The only way you can get on top of a problem is to play musical chairs like this.”
Read also: Social Security stirs backlash after unexpected message lands in inboxes
LaPointe emphasized that removing staff from local offices comes at a price. “Field offices cannot afford to lose any workers while still processing public claims,” she told Newsweek.
According to recent data, nearly 2 million extra in-person visits are now required each year due to previous staffing cuts and revised protocols.
Fewer workers mean more strain, and LaPointe warns that the agency’s approach is leading to low morale, increased attrition, and more workers leaving.
Read also: Could your Social Security benefits increase? Here’s the latest from Congress
SSA Commissioner Frank J. Bisignano insists the agency is progressing. “My top priority is to transform SSA into a model of excellence,” he said in a recent statement, adding that the changes support a broader strategy to meet service demands.
SSA spokesperson Stephen McGraw said only about 4% of field staff are affected by the reassignment. But frontline workers say that even small changes have outsized consequences when there’s already a staffing shortage.
LaPointe added that the “solution is clear: hire more staff and treat SSA workers with the respect they deserve.” Instead, she says, the agency is eliminating flexible schedules, driving more employees to take leave or quit entirely.
As more Americans rely on retirement, disability, and survivor benefits, the pressure on the SSA only increases.
The agency paid out an estimated $1.6 trillion in benefits in 2025—and that number isn’t going down anytime soon.
Read next: Big Social Security shift could mean more money for millions—are you affected?
