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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John W.
I spent four hours on hold on the 800 number today, trying to make appointment at my local office. Finally had to give up. I was never given a callback option. Website recommends calling the local office to make an appointment but doesn’t provide the phone number! Instead it lists the 800 national number. Very aggravating.
C.B.
Thank you for reading our blog, John. 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.
Jon
I have been waiting for someone to pick up the phone for over 3 hours. When do I give up? It’s 6:08 pm, and they close at 7.
C.B.
Hi, Jon. 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. 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. Thanks for using our blog.
Cassandra B.
It is crazy in this day and age that we have no choice but to do most things over the phone, yet it’s impossible to speak to someone on the phone. There should be an online option for making appointments at the very least.
T.Y.
Hello, Cassandra. 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.
Arub
What is going on. ?? I have called an entire week straight. The call wait times are 2 & 1/2 – 4 hours with still no answer .. This is ridiculous! It sure don’t take that long to pay into social security! Answer the phone people.. hire people to work . Make the appointments!!! Horrible Service.. absolutely O Stars!
Maria
I have been on hold over 2 hours and 45 mins, still holding, to inquireabout an appt. I waited till later in the week. There has to be a better solution. I read that it’s easier applying online however if you don’t understand question or in fear you enter info incorrectly, we call for appointment or assistance so that we can speak with someone.
Maria
Over 3 hours and still holding
Darci
I arrived at the local Social Security office this morning right as they opened and was told that since I did not have an appointment I could not be seen. The reason I was there is because there is a spelling error on my name, two n’s instead of one. My Social Security card is correct so I don’t know how this mistake was even made. I’ve currently been holding for 2 hours and 10 minutes when I was told the wait time would be 90 minutes. No sign of anyone answering the phone anytime soon to fix their mistake that should only take five minutes. NEGATIVE 1 Million Stars!!
S.S.
Hi, Darci. Thank you for using our blog and for your comment. We’re sorry to hear of your experience and we understand your frustration. 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.
John B.
I was told this morning that I had a wait of 120 minutes and I waited until 7pm over 4 hours of waiting to no avail. They must be all DEI hires not up to working hard but hardly working. There has to be a change coming soon.
Jeff
Asshole, the prob is the clown in office trying to fire federal workers
Cassandra B.
I had no trouble getting someone on the phone in October. But go ahead and tell us more about what a racist you are.
Therese
Called the 800 772 1213 number this morning at 10am chose the option for callback said it would be 90min . 2 hrs & 18mins later I receive a call from an 800 997 number the rep stated she was with social security giving me a call back I was so happy that I got the call I thanked her & told her I just need to update my sons address. She requested my sons DOB & social I provided it to her then she requested mine I gave it to her she asked me to wait a few seconds then the call went to a survey to complete once I completed the line hung up . Now I feel I was scammed and just gave my information to complete stranger I’m completely freaking out and have been on hold for 3 hrs and counting on the main 8007721213 number to update my address & determine if the number that called me was in fact social security rep or a scam artist that now has access to my son & i social security. Please help was this a rep that called or a scam
S.S.
Hello, Therese. Thanks for reading our blog. We take allegations of fraud very seriously. If you suspect identity theft, report it to the Federal Trade Commission or call 1-877-IDTHEFT (1-877-438-4338). To learn more about how to prevent or resolve issues of identity theft, read our publication Identity Theft and Your Social Security Number. We hope this information helps.
Pauline R.
I have been on hold to 800-772-1213 for 2hr 30 min and still counting ! I can’t leave my house because I’m afraid call will be dropped. So annoying!
I am trying to make an appt at my local Social Security Office. A friend went last week not realizing that he needed an appt. He told me not to bother going to office but to call for appt. He said the call wait times were horrendous. Yes I will agree with that !
I did not get any message about leaving my call back number. It is ridiculous there is not an online option to schedule appt.
The only reason I need to go is because after filing app for social security spousal benefits I have to take original ID docs in person for my identity to be verified. I don’t need anything else. This wait is punishing. If this call gets dropped I have wasted a whole day on this nonsense .
S.S.
We’re sorry to hear about your experience, Pauline. We ask for your patience during busy periods. 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. You can submit feedback by visiting our Contact Social Security webpage. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. We hope this information is helpful.
Rashid
Thank you. Rather then make people wait 120 mins to speak to someone, why not let people make an appointment on-line? Would that not alleviate this manpower shortage?
Jacqueline F.
I too so agree that while holding for an answer for a agent – we should be told how long more the waiting for an agent to keep us claim and knowing we will be helped as soon as possible. ALSO IF SSA WOULD HIRE MORE AGENTS TO HELP WITH CUSTOMERS…I FEEL WE DON’T HAVE TO WAIT 1-2 HOURS ON HOLD 2-3HRS…..
TKU!