Letter to the Public on Service
Reading Time: 5 MinutesLast Updated: November 2, 2023
I want to update you about how things are going at the Social Security Administration.
About a year ago, I took the unprecedented step to close our offices to the public. I did this to keep our employees and you—the public we serve—safe. As we enter year two of the COVID-19 pandemic, vaccines and other precautionary measures give us cause for hope. For now, we will continue our current safety measures as described in our COVID-19 Workplace Safety Plan. This plan is iterative, and we will update it as we receive additional government-wide guidance and information from public health experts in the Centers for Disease Control and Prevention.
Like many businesses and organizations, the pandemic has forced us to adapt. I want to thank our employees for their willingness to embrace innovative ways of working while we continue to deliver our mission. As we examine our work in a new light, we are asking which lessons learned could improve service beyond the COVID-19 pandemic.
We understand that the public wants to engage with us on some matters in person, and our local offices are integral to our communities. We also know that not everyone can conveniently come to us in person and that when you do visit, you want the process to be efficient. For example, we may need evidence from you, but we do not need to interview you in person. We are currently testing drop box and express appointment options for the public to bring in documentation.
Often, you only need to know your Social Security number and do not need a physical Social Security card. However, if you do need to replace your card, we are testing video appointments if you need a new Social Security card but do not need to change any of the information in our records. Although ideas like these began as solutions during COVID-19, we are considering how they could improve service in the future.
Some of these concepts also allow us to consider how we might continue to use telework, something that most organizations and companies have depended on during the COVID-19 pandemic, to drive longer-term operational efficiencies like reducing space. We could use those savings to provide you more online service options and hire more people to serve you more quickly as well as to retain outstanding employees. We will continue to engage our managers, employees, and unions on ways we could use telework to improve customer service and other issues.
We often note that Social Security touches the lives of nearly every American. Be assured that as we continue to evolve, we are committed to serving everyone including our most vulnerable populations who often require in person assistance. We are working with the White House Office of Faith-Based and Neighborhood Partnerships, claimant advocates, and other organizations to ensure our services are accessible to people with low income, limited English proficiency, mental illness, or facing homelessness. We recently added online tools and information pages to our website including:
- Online resources for People Helping Others access our services.
- Online Outreach Materials for Partner Groups.
- Updated information for Faith-Based and Community Groups including a new toolkit.
As we contemplate the future, we are delivering now. To help improve deteriorating service, we have added over 6,000 frontline employees to help you. We decreased the average wait to talk to our 800 Number agents by one-third and reduced the agent busy rate by over 50 percent in the last two years, and our 800 Number agents handled 1.6 million more calls than they did a year ago.
During the pandemic, we shifted service to the telephone where local office employees answered 13 million more calls last year than they did in fiscal (FY) 2019. They answered your calls in under 3 minutes on average compared to an average wait of nearly 24 minutes in FY 2019.
For individuals who were denied benefits and requested an appeal, we quickly shifted to holding hearings by telephone at the start of the pandemic and then added online video hearings. During the pandemic, we have continued to reduce the number of people waiting for a hearing to 376,000 at the end of February 2021, the lowest level in nearly 20 years. We reduced the average wait for a hearing by over 9 months in the last two years. If you are still waiting for a hearing, please consider scheduling by telephone or video. You can find out more information about telephone hearings and video hearings.
The pandemic has significantly disrupted parts of our disability process, particularly at the state Disability Determination Services (DDS) that make disability determinations for us. We have provided the DDSs with additional hiring and overtime to help address a significant increase in pending initial disability cases. The DDSs have been able to reduce the number of people waiting for a decision on initial disability claims by about 100,000 cases since the height of the pending cases in August 2020. In order to make initial disability decisions as quickly as possible, and to reduce the burden on the medical community still stressed from the pandemic, we have focused our limited resources on completing initial requests for disability benefits and have reduced the number of continuing disability reviews we are conducting.
We have made some notable improvements to our online services:
- Our redesigned Retirement Benefits Portal helps you prepare and apply for retirement benefits, with clearer, simplified information.
- We improved our registration process for our online my Social Security account – more than one million people will register for an account this month.
- Our Message Center allows people with a my Social Security account to access notices online instead of by mail.
- We implemented an online payment option for people to repay debts to Social Security.
- We expanded our online Social Security card replacement service to almost all states. If you need to replace your card, you can request a replacement through your my Social Security account if you:
- Are a U.S. citizen age 18 years or older with a U.S. mailing address;
- Are not requesting a name change or any other change to your card; and
- Have a driver’s license or a state-issued identification card from one of 45 participating states or the District of Columbia. If your state does not yet participate in this service, check back soon. More states are added regularly.
The entire team at Social Security is working hard to serve you. We thank you for your patience during the COVID-19 pandemic and we look forward to welcoming you back in our offices when it is safe to do so. We also look forward to continuing to improve all of our service channels to provide you with convenient options to do business with us.
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Tags: COVID-19, my Social Security, social security, SSI
See CommentsAbout the Author
Andrew Saul, Commissioner, Social Security Administration
Commissioner of Social Security Administration (June 17, 2019 - July 9, 2021)
Comments
Comments are closed.
Alicia E.
Hey what’s up with the the 3rd stimulus checks I been having them direct deposited into my bank account I guess they Are having my stimulus check mailed out to me I need to know when I am gonna be receiving it in the mailbox how long of a process is it gonna be supposedly it’s being mailed tomorrow March 26th let me know the details please and thank you talk asap
Mary R.
We all know what this is about the head man does not like the new man in office so he is taking it out on us by not sending out the check’s shame on them they don’t care they have food on the table rent payed Wow
LW
SSA is not sending the information the IRS needs to send the stimulus payments.
https://waysandmeans.house.gov/sites/democrats.waysandmeans.house.gov/files/documents/2021.03.24%20Neal,%20Larson,%20Pascrell,%20Davis%20to%20SSA.pdf
Pat S.
Saul is committing
• Nonfeasance(the failure to act where action is required—willfully or in neglect).
• Misfeasance (the willful inappropriate action or intentional incorrect action or advice).
• Malfeasance (the willful and intentional action that injures a party).
He should resign along with Black.
Norad
Thank you so much.
Umzug in Wien: Einfach beauftragen
Sie können uns direkt beauftragen oder fragen erst einmal telefonisch oder per E-Mail an. Wir beraten Sie gern und räumen alle Fragen aus, die sich Ihnen stellen. Gern kommen wir auch zu Ihnen und nehmen eine persönliche Beratung direkt vor Ort vor. Wir erstellen Ihnen kostenfrei ein Angebot, sodass Sie sich ein Bild über unseren Umzugsservice Wien und Umgebung und die günstigen Preise machen können. Sollten Sie uns beauftragen, so stehen wir natürlich pünktlich zum vereinbarten Termin bereit und bringen Ihnen Möbel und Hausrat in das neue Heim. Wir freuen uns auf Ihren Auftrag – freuen Sie sich auf die vier Wände, die Sie ganz ohne Stress beziehen werden!
Antiquitäten W.
Antiquitäten Wien, Niederösterreich und Oberösterreich.
Deborah
The treasury sent out the last stimulus and It was received by SS recipients in a timely manner. Can’t they do that again or ask Janet Yellen? The rS seems to be swamped.
Linda W.
I didn’t think SS service could possibly get worse but you have proven me wrong. For over 4 weeks my grandson has tried to get his parent surviver benefit check sent to my address only to recieve a “run around” from your office in ANDERSON INDIANA!! Because of family issues he had to move-in with me, he is 18 and still going to school. He has called repeatedly to have his check sent to my home! First he was told they had changed his address and he would receive it within the week, then they would resend it, then they took my checking account info and told him they would direct deposit it in MY account, then they would try redeposit the check, then it was to later to deposit it so they are sending a paper check but Aprils check will be DD and they are sending another paper check!!! I really do not like knowing your office has MY banking info when they never sent him his check!! Sounds like someone in your office is pulling a scam on him AND ME!! THIS IS UNACCEPTABLE MY GRANDSON NEEDS HIS MONEY NOW!!!
Vonda
Hi Linda. We apologize for the difficult time you are experiencing working with Social Security. We have referred your complaint to our Office of Operations to follow up and to take corrective action as necessary.
Angelia D.
I would like to THANKU for our great nation’s sincere accountability for taking care of the elderly &/or disabled. As we embark through this pandemic crisis- I being a humble patriot at 63yo – am proud to see this nation through the eyes of a miraculous-timely God. At 27yo, I survived a MVA. Death awaited me, but after 4 major surgeries, a total of 7 mths physical therapy, I was labeled a cripple; 40%LE/16% WB. I returned to work in a wheelchair, re-assigned to the 11th Floor, from my cushioned 1st Floor position. I was the 1st Black Legal Secretary to the Dean of Admissions! Humbly, as a trailblazer, I prayed & opted to give up my State-certified position & embarked on the privatised legal community employment, as a Kelly Girl! As this oppty afforded me equal leverage to accept/deny assignments, my mental dissolution of being hurt and rejected, due to the March 3, 1985 MVA, began to dissolve with support from this private sector of newfound employment! As I aspired & acquired legal administrative knowledge & training, & being the very 1st Black Certified Paralegal in my community, Gainesville Florida. – a historical Confederate led community. I used the weapon of GOD’S Love, & my perseverance to not bow down to the evils of racism; & I won! Yes, I cried, and was isolated, ignored & mocked at — & smiled with dignity. I am humbly grateful to see television commercials of local attorneys’ offices, & an African-American employee amongst the team – Scruggs & Carmichael, P.A. was the largest firm in the community in 1985, & NOW retired Judge Mary Day Coker, who was then, a spit-fire partner, as her practice specialty was Criminal Defense. She loved & inspired me, and was elated with my legal knowledge & expertise. I bloomed with gratitude for her appreciation – & I moved on.
I am now retired, as this weary, broken down body could last but so long. I worked an average 60 hours per week; loved my job. Unfortunately, after another fall, I was physically depleted, having an 80yo body, suffering LG Dementia – which is NOT to be trusted in the legal world, understandably so. I have just begun to defend my mental decline, albeit I AM praying 4 yet, another miracle! Thank you, Commissioner, for your patience & consideration of taking time to read my story. I DO have two “small bones” to pick with this wonderful federal SS department, regarding the present Stimulus distribution process —
1. In 2019, I called our local SS office, regarding a question I cannot remember what for? I believe the C.S. operator was “Mary or Jeanne?” Again, I cannot vouch for self-reliance anymore. Also, neither do I remember why I called; it may have been due to my ongoing attempts to obtain Disability benefits — since I was about 47-50yo? In the midst of our conversation, this kind lady ask me if I wanted to begin receiving my early retirement benefits? I was not aware that I could – & she went on to calculate the last time I applied for Disability approval — I do remember it was recent; approximately 3-4 mths prior. She stated I was qualified to begin receiving immediately, & about a month later, I received an approximately $2,000 check? I didn’t know, & neither did she volunteer to inform me that upon receiving Early Retirement benefits, that I forfeited my right to receiving my FULL benefits – that when I reached my full retirement age, the amount I am now receiving has been allotted as my FULL benefits — for LIFE! I was devastated upon becoming aware of this life-changing economic catastrophic change. I began working at 14yo, Sir. The oldest of 7 siblings &, my dear deceased Mother was a single mom, who suffered with Paranoid Schizophrenia — but she loved her 5girls, 2 boys — & I grew up at 10 years old, having to Baker-Act Mom, to take her meds! I learned life strategies early, & I loved my Mother! So, having deprived myself of childhood luxuries, to help Mom & siblings, then, the unexpected tragic accident at 27yo — I would not be defeated, and I resigned to love life; no matter how many stones throw away I was from life giving jewels.
I made Godly decisions; i.e., met & married my 3rd, & blessed, husband in Florida State Prison, 28 years ago. He was my Life Friend, & we are STILL “1” – thru all the obstacles, I am grateful for his love.
In summary, is it fair to be offered a federal benefit, but not forewarned of the loss(es), if accepted? Please advise
2. With the present pandemic crises, it is gracious of our natio’n’s leaders to graciously support ALL AMERICANS, in this health-related crisis. Unfortunately, the Stimulus distribution process is becoming so completed, bc EVERYONE expects to be FIRST! The 1st and 2and Stimulus was well received. Unfortunately, it appears the Direct Express bank – approved by SSA, is now being placed on the back burner-the LAST to receive??? We are the seniors who do not take the offers of community banks, for 2-days early offers. We use our SSA to take care of us, as our hard-earned $$$ are equally distributed to help other citizens who qualify for COLA, & we TRUST the government to cycle the services equally & trustworthy. I am hoping that DE is NOT holding our benefits to accumulate interest bearing benefits, or, that SSA has not post-dated our SS benefits, as we are receiving a verbal notification of not receiving access to our benefits, “for several weeks!!!…” as of 3/22/2021! This is sooo unfair, & I was forced to stop an unlawful eviction against me, & after complying with the Vaccination & Moratorium rules to be validated, I am frantic bc I may not receive my Stimulus before 3/31/21!!! I have MAJOR HEALTH ISSUES, Lost my son, 2 aunts, 1 uncle & 1 niece — all to CV-19! THANKU 4LISTENING. I PRAY THE MORATORIUM WILL BE EXTENDED! PEOPLE ARE NOT TAKING THIS SERIOUS! PLZ CONSIDER OUR CONCER RE: STIMULUS DISTRIBUTION & WE NEED AN LONGER EXTENSION. THANKU God Bless You.
CrisettaGreen
This is so wrong where is our stimmy checks. We all need our money. Just wrong.We deserve better from you guys.
Vonda
Hi Crisetta, thanks for using our blog. You can find the latest information available from the IRS at https://www.irs.gov/coronavirus-tax-relief-and-economic-impact-payments. If you don’t see the answer to your question, you can call the IRS’ payment hotline at 1-800-919-9835.
The IRS, not Social Security, sends all economic impact payments. Unfortunately, our telephone representatives and social media team cannot answer your specific situation about payments.
The IRS is sending payments first to anyone who filed a 2020 or 2019 tax return, or who used the IRS’ Non-Filer Tool to receive a previous payment. Then the IRS plans to send payments to beneficiaries who had not filed.
If you receive Social Security or SSI benefits, you may receive your payment sooner, or later, than another beneficiary you know because the IRS is sending payments first to anyone who filed a tax return or used its Non-Filer Tool to receive a previous payment.
The IRS has not determined when it will begin issuing payments to Social Security and SSI beneficiaries who did not file a 2020 or 2019 tax return or used its Non-Filer Tool to receive a previous payment. Use the IRS’ Get My Payment Tool to see when you can expect to receive your payment once determined by the IRS.
Debra C.
You guys can’t even update comments in real-time..a JOKE..is all this agency is
Dreama C.
The IRS has my dd info on file as I received the first two, can’t get through on phone and get my payment always says the same thing, no info your payment has not been processed. What can I do to get my stimulus.
Vonda
Hi Dreama, thanks for using our blog to ask your question. If you receive Social Security or SSI benefits, you may receive your payment sooner, or later, than another beneficiary you know because the IRS is sending payments first to anyone who filed a tax return or used its Non-Filer Tool to receive a previous payment.
The IRS has not determined when it will begin issuing payments to Social Security and SSI beneficiaries who did not file a 2020 or 2019 tax return or used its Non-Filer Tool to receive a previous payment. Use the IRS’ Get My Payment Tool to see when you can expect to receive your payment once determined by the IRS.
Matthew S.
I don’t know who or what to do I have an attorney working on my taxes from 2012 to now.
When the stimulus payments where started in 2019 my spouse had just passed away and I did not have any taxes paid so I tried to fill out on the non fillers site then I never received payment I called and they told me I checked a box that said someone else could claim me on their taxes oops they then told me I needed to file my taxes for 2020 and get it then we’ll my attorney is working on my tax filling issues however I need my stimulus payments I have not received any payments that have been sent out how can I receive any of the stimulus payments is there any way to fix my filling status no one else can claim me on their taxes not the not now not sense I was a pre teen I need my stimulus payments yesterday
John d.
The get my tool is useless it says the same thing everyday
Tawana
Where are our Stimulus Check we have bills also..this is not fair..are disabled people supposed to live on the streets or something..this does not make any sense..Why weren’t we included in the first two waves..Is anybody.working for us on this..this is stupid get yall shit together..rent is coming and alot of us is on fixed income..My ssi check is gonna cover rent and bills..but my children need clothes and shoes and I will not be able to provide them..stop dragging yal asses and come on with it
Vonda
Hi Tawana, thanks for using our blog. If you receive Social Security or SSI benefits, you may receive your payment sooner, or later, than another beneficiary you know because the IRS is sending payments first to anyone who filed a tax return or used its Non-Filer Tool to receive a previous payment.
The IRS has not determined when it will begin issuing payments to Social Security and SSI beneficiaries who did not file a 2020 or 2019 tax return or used its Non-Filer Tool to receive a previous payment. Use the IRS’ Get My Payment Tool to see when you can expect to receive your payment once determined by the IRS.
Debra C.
Well according to the I.R.S. YOU..the current administration are the problem of us not getting our checks because as usually the administration is to busy doing other things …finally…so will it be 3021 before we see our stimulus…they need to fire everybody at the administration and hire people who REALLY CARE about more than their OWN paychecks..top to bottom….FIRE….FIRE…FIRE them all…including those biased worthless judges
Anonymous
SSA is not sending the necessary payment info to the IRS.
https://waysandmeans.house.gov/sites/democrats.waysandmeans.house.gov/files/documents/2021.03.24%20Neal,%20Larson,%20Pascrell,%20Davis%20to%20SSA.pdf
Tammy
I filed and have not gotten a stimulus yet. I filed last year
Mary E.
Then I firmly believe that SSA is the responsible party that my late fines, bank overdrafts, and any pain and suffering my family have had to endure the last two weeks and the several weeks to come.
This includes being locked out of my storage unit due to late payment/no payment. Showing as a past due account.
The car payment that I’ve been paying x2 to get it paid off early to save on the interest charges that I will lose and also it will show up as a past due account.
Losing my credibility with my most recent small online loans and again the fees I’ll have to pay. Not to mention not being able to use this feature in the future. Showing as a past due account.
Need I go on with every one of my already or soon-to-be late payments showing as a past due to account?
In just two weeks my credit score has dropped by 57 points because my bills are now showing past due on all three reporting agencies. I’m always on time to pay my bills and had been working hard to rebuild my credit.
SSA, or should I address this to Andrew Saul?
You insult me with your letter to SSI recipients. Stating how hard all of you have been working to get this payment out to us. Knowing that for sure we weren’t going to be getting it and leaving us to believe that we were. You flat out lied to the American people to save face. Instead of screaming to the powers that be what was about to happen to stop what is now my downfall financially and millions of other Americans. Whether we’re disabled, veterans, railroad, or good old rich Past President Trump, you raped us financially.
Mr.Saul, all you were writing about in your letter to the people that pay your wages was excuses, blaming, and downright disrespect.
I hold you and the SSA directly responsible for any of what’s happened and about to happen to my credit and financial situation. Most of which will take quite a while to restore. I will make it my mission like your mission to assure that every one of you that can be held accountable for my losses is made to reimburse me in full and promptly, including my pain and suffering.
It’s time to stand up for ourselves and say
“No More BS, Get to Work!
WHO’S WITH ME?
Gwen W.
Mary Elaine, what would a class action suit look like?
olfatdad
Whats sad is when people in power sit on their duffs, while other people suffer. You had to be ordered by congress to expedite payments to the disabled, what does that say about you? How long would you have ignored us if congress didnt order you to comply? Remember, poor people, disabled people, etc are still people too. You might want you check your humanity before you stand before God. Allowing others to suffer at your hand is a sin… and lets hope congress gets a new commissioner after this fiasco. You should be ashamed of yourself.. and step down.
Natalie R.
It really upsets me that there are Veterans, Disabled persons , seniors and others that have no answers from Social Security Administration. Many seniors are late on payments and overdrawn on their bank accounts because they were expecting the Stimulus. Do seniors and disabled not matter? I really upsets me to know that many illegals are getting thousands of dollars and the seniors and disabled left behind. My aunt for instance, she died three years ago and left a lot of money to their kids, they’re getting a stimulus Check for her and they just got another check for $1,400. When? When are we getting any information on our stimulus? How long do we have to wait because we didn’t get it today.
Natalie
Vonda
Hi Natalie, thanks for using our blog to ask your question. If you receive Social Security or SSI benefits, you may receive your payment sooner, or later, than another beneficiary you know because the IRS is sending payments first to anyone who filed a tax return or used its Non-Filer Tool to receive a previous payment.
The IRS has not determined when it will begin issuing payments to Social Security and SSI beneficiaries who did not file a 2020 or 2019 tax return or used its Non-Filer Tool to receive a previous payment. Use the IRS’ Get My Payment Tool to see when you can expect to receive your payment once determined by the IRS.
Rebecca
AGREED, I FEEL WE SHOULD HAVE BEEN THE FIRST, PEOPLE TO RECEIVE STIMULUS, WE ARE TGE POOREST OF THEM ALL….MAKES NOOO SENCE
william n.
Every time i read this its sayin the da.e thing over and over just I. Different words and MR
President Biden what about them getgin off thier behinds a d hoping the American citizens ??? Huh what happened to that 24 hour time limit
…. lights off water be next
… If you Care about the American people that built this country how bout you get off your tail and get them eip payments going like you sai??? I’d they ca.g do thirf jobs in the SSA AND IRS PUT folks in thief that can………