Appointments Growing (and Lines Shrinking) for Social Security Cards and Other Services
Reading Time: 2 MinutesLast Updated: December 12, 2024
In recent years, some Social Security offices saw lines getting longer, in some cases lasting hours. In 2024, we started to tackle this, renewing our commitment to better customer experiences.
Over the summer, about 50 offices in Georgia and Florida began an effort to help customers make appointments instead of waiting in line. Many customers signed up and the long lines shrunk by about 30 minutes, resulting in a better overall experience for everyone. After seeing this success, we quickly expanded the effort to about 400 offices.
Over the past month, Social Security has been working to scale this approach nationwide as we enter the New Year, helping even more customers take advantage of predictable appointments that help prevent long, in-office lines.
So far, we’ve seen a jump from 9 percent to 23 percent in customers who walk in with an appointment instead of waiting in line. Importantly, half of Social Security Number card services are now made by appointment. We’re still working out some kinks, but we’re also seeing a significant reduction in wait times being reported at more and more offices, including shortening of lines that too often developed before offices opened in the morning and fewer instances of lines having to be cut off in the late afternoon.
Most importantly, a growing number of customers are saying they appreciate the predictability of an appointment, with customer service scores above 80%. This progress reflects the fact that appointment-based service is becoming a norm and expectation from customers of many local, state, and federal agencies.
“From the time my appointment was scheduled for, I was only there for 10 minutes,” said a customer in Orlando. “The location was secure, clean, and easy to navigate. Employees were helpful and friendly. It was truly a 5-star experience and greatly exceeded my expectations.”
A customer in Denton, Texas, said something similar: “I had an appointment and was in and out in a matter of 10 minutes!”
Customers can still wait in line if they can’t or don’t want to make an appointment. SSA staff at local offices are being particularly mindful of vulnerable populations, people with disabilities, and other groups needing specialized or immediate attention when they walk in.
We’ll keep spreading the word that customers can schedule an appointment by calling their local office (recommended) or 800-772-1213, which also has a call-back feature. We will continue to expand capabilities and awareness of our growing number of secure online services. (Tip: This fact sheet has things you can do through your my Social Security account at any time, 24/7.)
We’ll keep tracking our progress and adjusting local office operations – we know one size doesn’t fit all. Our commitment will always remain focused on ensuring customers are getting the best possible service.
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Tags: appointments, online services, services
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Carolyn W. Colvin, Acting Commissioner of Social Security
Acting Commissioner of Social Security
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Amy
Hi, I continue to have a difficult time applying for Spousal Benefits under the Social Security Fairness Act. Phones never answered, on hold on the phone for an hour or more several times, one phone call for an appointment when I was told they would call back with an appointment date some time during the week (they didn’t) so I was back calling again. Worst of all, an in-person scheduling attempt at SSA, Quincy, MA, where the clerk was rude, dismissive and inaccurate – telling me I was too late to get spousal benefits because I hadn’t signed up when I first got Medicare (it was illegal until HR 82) and that because of that, I was too late to receive benefits retroactively. (I don’t think that is even true?) I understand she might have been having a bad day (It was 9:30 – the office had only been open for half an hour) but I think she should not share any information that is not correct. She does SSA no favors. I am uncertain what to do next. I have reached out to my elected official for some advice. I don’t want to visit this office again, and don’t feel I can trust the phone appointment. When I asked how I could hand over the required official marriage certificate during a phone conference, the clerk said, “You’ll need to make another appointment to bring it in.” Exhausting…
It might be helpful to have a training for people who work the one window that is open about the scope and requirements of the new law.
C.B.
Hi, Amy. We’re sorry to hear about your experience, and we thank you for using our blog. Our National 800 number is available Monday through Friday, 8:00 a.m. to 7:00 p.m. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. You can ask to speak with a supervisor during your next call. Please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you. In the meantime, we have forwarded your note to our colleagues in Massachusetts.
Lizm
Called and used callback option. After about 3 hours, I received a call back. My suggestion to help build trust in your callback system is simple:
1. Indicate the number/caller ID we can expect to see when receiving the callback.
2. Advice the public that personnel calling back maybe literally calling from their homes.
3. Document security practices employed for callback communication
4. Specify what questions will be ask of us to verify our identity.
C.B.
Hi, Lizm. Thank you for using our blog. And thanks for your suggestion about our call-back feature. You can submit your suggestion by visiting our Contact Us page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can submit your suggestion. We hope this information is helpful.
Rich R.
There is no callback option now – I’ve been on hold for over 3 hours
C.B.
Thank you for reading our blog, Rich. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. We are working to improve our wait times and appreciate your patience. If you still need to contact us, wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. In the meantime, please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Nani M.
I am trying to find someone who can help me with a SSA-44. Over the last 3 weeks I have called 3 times. 1st time on hold for 2 hrs 55 mins, 2nd time 3hrs 15 mins and today 1 hour. Only to be told they could not schedule an appointment and they took my name telling me someone would call back within 5 days to schedule an appointment. That has NOT happened. Now the deadline to get this form in has passed. In the meantime SSA is withdrawing an additional $450 per SS check when they should not. I am at a loss as to what to do.
C.B.
Hi, Nani. We’re sorry to hear about your experience, and we thank you for using our blog. Our National 800 number is available Monday through Friday, 8:00 a.m. to 7:00 p.m. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. You can ask to speak with a supervisor during your next call about assistance with your SSA-44 form. Please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Terri C.
I have been on hold for 3and a half hours today.This being the second time this week, I was given a start time for my application Jan.20, that is a good thing. in the mean time I am out of money and will be losing the roof over my head soon. please help me.
C.B.
Hi, Terri. Thanks for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. Our National 800 number is available Monday through Friday, 8:00 a.m. to 7:00 p.m. Keep in mind that wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. For your security, we do not have access to your personal records in this venue. Therefore, you’ll need to speak to a representative about your benefits. We hope this matter is resolved soon.
Linda S.
I called 1/31/25 held 1 hr. They said enter your number so you don’t lose your place in line. That was 9:00am.
I waited till 2:00pm to call back,
No call back ever came, hold time both times 120 mins.
I will call again Monday since it’s Friday January 31st, 2025. You need to hire more people not everyone has a computer. I’m using my IPhone.
Sanjay
Yesterday, I visited the Social Security office in Melville, NY, to update some information on my card. While there, I was able to obtain a ticket to be seen, despite indicating on the kiosk that I did not have an appointment. The machine still issued me a ticket, so I waited.
After approximately 30 minutes, my number was called, and I approached the counter. However, the representative informed me that, as of January 1st, 2025, an appointment was required for all transactions. Despite the office having only a few people present, I was denied service and was only able to schedule an appointment for a week later, even though my request was a simple name change.
There are several issues with this practice:
While I understand the SSA’s intent to streamline operations through scheduled appointments, the agency must also recognize that not everyone is aware of this policy. Those who take the time to visit a local office should be accommodated when representatives are available, with priority given to those with appointments.
Many individuals and families take time off work to visit SSA offices to resolve their concerns. Denying them service simply due to a strict appointment-only policy is unreasonable and inconsiderate.
Other government agencies, such as the DMV, also prioritize appointments but still accommodate walk-ins. This balance ensures that services remain accessible to all.
The appointment scheduling process should be simplified and available online. No one should have to wait on hold for extended periods just to schedule an appointment. Implementing an online scheduling system would greatly improve efficiency and accessibility.
While I respect the SSA’s goal of ensuring a timely and organized process, local offices that are not overwhelmed with appointments should be flexible enough to accommodate walk-ins. If business is slow on a given day, what harm is there in processing a walk-in request? Policies should be designed to serve the public effectively, not create additional burdens.
I urge the SSA to consider implementing online appointment scheduling and allowing walk-ins when possible, while still prioritizing those with appointments. Life is already stressful—these policies should not make it even more difficult for people to access essential services.
C.B.
Hi, Sanjay. Thanks for reading our blog. We are sorry to hear you did not receive the level of customer service you expected, and we appreciate your feedback. Please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you. Lastly, we forwarded your note to our colleagues in New York. We hope this helps.
Joan A.
1. 800-772-1213 – after 30 mins waiting I gave up.
2. Last year I had enough credit. Suddenly today website said I’m short of a credit!!!!
C.B.
Hi, Joan. Thanks for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. Our National 800 number is available Monday through Friday, 8:00 a.m. to 7:00 p.m. Keep in mind that wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. For your security, we do not have access to your personal records in this venue. Therefore, you’ll need to speak to a representative about your credits. In the meantime, please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Amy
The actual worst service I have ever experienced. I have been on hold for over 4 hours – all because the social security office MESSED UP and now I have to try to clean up their mess when I shouldn’t have to. Absolutely ridiculous – hold music is beyond awful and every few minutes they say to use their online system and take a survey after the call. It’s embarrassing how bad this system is.
C.B.
Hi, Amy. We’re sorry to hear about your experience, and we thank you for using our blog. Our National 800 number is available Monday through Friday, 8:00 a.m. to 7:00 p.m. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. You can ask to speak with a supervisor during your next call about your issue. Please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Gary G.
From reading the frustrations of the above comments of crazy hold times I find myself in the same situation. As of now I’ve been on hold one hour 26 minuets. Im 76 and still have a young daughter at home and is a full time student. Im just trying to see what options I have for some financial help.
My cell is 541-999-2256
Last 4 of my SS# is 8458
T.Y.
Hi, Gary. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. We are working to improve our wait times and appreciate your patience. In the meantime, please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you. As a reminder, never post your personal information on social media.Thanks.
Jean
I have been on hold for over 3 hours. I don’t know whether to hang up or not. All I want to do is add a new employer and update wages but the site says I have to call to make this change. Please change the background music. It doesn’t help with the anxiety of waiting. It would be great if the phone system gave us a number of where we are in line. I tried to do this last year and got nowhere. I feel bad for the employees there because by the time a person gets through, they’re angry. Are there really people on the other end or did the call answering end?
T.Y.
Hello, Jean. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. We are working to improve our wait times and appreciate your patience. In the meantime, please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Scott V.
Two and a half plus hour wait times on the phone are just ridiculous. I guess it’s going to get worse when Trump lays off half the staff.
Jean
It would be nice if we knew what number we were in line. Are you still on hold?
My item is easy, but I have to do it through the phone.