The Social Security Administration (SSA) is notorious for having long wait times and substantial processing delays. People applying for benefits or calling to address issues with an application anticipate a relatively lengthy process.
After substantial staffing changes in recent years, the SSA has begun to reprioritize customer service and issue resolution for taxpayers and those receiving different benefits. According to claims made by the SSA commissioner during a recent report to Congress, staffing changes have positively impacted wait times for those calling the SSA.
What adjustments have occurred?
The SSA commissioner, Frank Bisignano, informed members of Congress that changes to staffing practices have drastically reduced average wait times for those attempting to call the national toll-free number for the SSA. According to the data he provided, the average wait time for callers trying to reach the SSA through the national toll-free number was previously greater than 42 minutes.
However, after moving more than 2,000 existing SSA employees to assist with incoming communications, the SSA drastically reduced the wait time by a staggering 89%. Callers now face a wait time of less than five minutes when they contact the SSA via the national toll-free number. For those who just received a letter from the SSA, who need to validate their credits or who want to check on the status of their benefits, reduced phone wait times are a significant positive improvement.
Understanding how the SSA operates is important for those currently receiving benefits or intending to apply for them. Changes to SSA procedures or to the support provided to applicants and benefit recipients can have a powerful positive impact on those in need of federal disability support.
