Social Security prioritized phone services after the onset of Covid-19. But outdated technology and other glitches led to disruptions, a report finds.
The official average phone wait times are around 35 minutes, according to Kathleen Romig, director of Social Security and disability policy at the Center on Budget and Policy Priorities.For periods of up to two days, the 800-number services, including those that are automated, were unavailable, the report found."The telephone is still a primary method of communication for handling business for many Americans, particularly the vulnerable, elderly or disabled," said Ennis.
For years, the Social Security Administration has had three telephone systems for its 800-number, field offices and headquarters, according to the report. The agency plans to replace those with a single, uniform platform that is intended to be more "efficient, stable and functional," according to the report. The Covid-19 pandemic has delayed that upgrade.
In addition to technological improvements, the Social Security Administration also needs to have more people answering the phone, according to Romig.But securing extra resources for the federal agency may not be easy, Romig said. Either of those options would be harmful to the Social Security Administration's ability to provide services, she said.director of Social Security and disability policy at the Center on Budget and Policy Priorities
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