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.
Lynne C.
When will I get the third stimulus check? Need it now!
Shellie D.
I get SSI and I would also like to know when I’m getting my 3rd stimulus check because the get my payment say can not prosess
Monico M.
My pension was approved was held jn abeyance until I can submit a proof of lawful presence which I have not being undocumented but was able to received an SSN and work authorization from a VAWA I filled against my abusive wife .But my VAWA was denied last October 2020.I gained 40 quarters of service has my pension entiltledment.
I have no question about the decision but only I want to be clarified on the options cited that I can get my pension if I keave the US and get my oension benfrom SSA of country of origin, Also I may assigned Msomeone to get my benefits which is not clear who will be that person.
Carmetta M.
Why are we not getting the money from the stimulus check?? We are the lowest paid in our country! SSI SSDI and others … we on Direct Express Card should be the first to receive our checks for $1,400 why is it that we have not no one understands it maybe you can explain it to us we go without well everybody goes with, it’s a shame being the great USA that we have to go through this. Please explain this to us let’s see if we can understand it the IRS have our information to get us through our first and second checks why not the third one what’s really going on?is it the IRS or the Social Security Administration?
Christopher D.
When will I recieve my third stimulus…I receive SSD and I have direct deposit.
Darrell P.
I receive disability but never got any back pay
V.V.
For your security, Darrell, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213 for assistance or you can call your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.
Fabiola B.
Why haven’t social security recipients recieved their third stimulus payment?
kathleen
Exactly what I’m wondering! Ugh 🙁
Karen B.
I’m on disability, when will I get my third stimulus check? The “get my payment” keeps saying we can not process your information at this time.
Monico M.
My pension was approved was held jn abeyance until I can submit a proof of lawful presence which I have not being undocumented but was able to received an SSN and work authorization from a VAWA I filled against my abusive wife .But my VAWA was denied last October 2020.I gained 40 quarters of service has my pension entiltledment.
I have no question about the decision but only I want to be clarified on the options cited that I can get my pension if I keave the US and get my oension benfrom SSA of country of origin, Also I may assigned Msomeone to get my benefits which is not clear who will be that person.
V.V.
Hi Monico, thanks for using our blog. If you move, you are required to report your change of address to Social Security, even if we are sending your payments to a bank or other financial institution.
Our publication, “Your Payments While You Are Outside the United States”, explains how being outside the United States may affect your Social Security payments.
If you aren’t a U.S. citizen, you must meet one of the conditions for payment described in this publication.
You may use our Payments Abroad Screening Tool to see if your benefits will continue indefinitely, stop after six consecutive months or if certain country specific restrictions apply.
We also recommend checking out our Office of International Operations home page which provides more information to assist our customers living abroad.
Leo L.
@Karen Brown…”Same Here”🤦🏾♀️
Thomas B.
I did not get mine. I get the same thing somebody’s not doing there job
Ethel M.
Will I get a stimulus check,?
Victoria
Same here. No news on when a second wave will go out either.
Kevin B.
IT’S A SHAME BUT WE SOCIAL SECURITY RECIPIENTS STILL HAVEN’T RECEIVED THE STIMULUS BUT PEOPLE WHO MAKE A LOT HAVE
Julia
Im om disability WHERE IS MY STIMULUS CHECK!!!!!
It is a disgrace that we are among the poorest Americans and we DON’T EVEN KNOW WHEN WE’RE GETTING IT.NO ANSWER FROM ANYONE.I HAVE NO FOOD, GAS AND I OWE THIS MONTHS RENT.
COME ON SSA, YOU SHOULD BE ADVOCATING FOR THOSE OF US ON SSDI AND SSI.WE SHOULD OF BEEN IN THE FIRST ROUND, NOT BE AT THE END OF THE FOOD CHAIN!!!!!
All A.
We need or 1400 s c now not the 3of the month we need it now we are SSI and I don’t sleep well I konw we make less than anyone t in the USA and we need it the most
L h.
Same here
Sharon m.
I’m wondering the same thing. And can’t find any answers
Steven J.
Same here im.in danger of electricity shut off
Kelley S.
I myself have been wondering the same thing.
Alice M.
I have same question where is is our third stimulus check
Timothy R.
I think the IRS “Get My Payment” app is only for those who file tax returns on information only returns get good info on it. Simply because you have to give your filing status. I got the other 2 Chex while that site was saying info unavailable. Personally I think we’ll be waiting til the 1st to get ours.
Angel t.
I keep getting the same thing too
Joy
Yep says same here I’m on ssi
diana s.
Same here when r we getting our stimulus
Victoria k.
Ya you may have a tax issue as it is saying the same to me
Jeannie L.
Yes the elderly and disabled Social Security people with a puny raise and meds have gone up and part B premiums should easily been taken care of first with the stimulus deposits. I guess we are second class people and old or disabled. Food has gone up and everything else but we’re last.
Andrew m.
I too am waiting for my third stimulus .I don’t understand why there’s not more help for the disabled who make way below poverty level and can’t get housing or low income housing .
Why should we be afraid of loosing benefits because we homeless.
Bonnie A.
Yes i cant get any information on my 3rd stimulous anywhere im barely holding my head above water and could really use the money asap
Tonia
I will like to know that ass well, it wasn’t a problem on the 1st and 2nd stimulus?
Clarence h.
I have not gotten my stimulus in my account yet when will I
Norma B.
I feel that people on ss should also be able to receive the stimulus regardless on your income or if you filed taxes. I have not been able to file for about 3 years. I dont receive that much so I’m not entitled to the stimulus. I’m struggling to make ends meet as well.
Marcia A.
That’s the same thing as saying to me but I was told that oh, that those of us who get the retirement social Security hire SSI checks income are going to be receiving Austin on the 22nd of March that’s what happened last time when we got the 1200 I was one of the ones who is the last who got the 1200 we will get it it’s just going to take a little more time be patient good things come to those who wait!
Jose A.
When will i get my stimulus check iam on ssi and retirement status.
Michele S.
I would also like to know when I will receive my third stimulus payment. I see some s.s.i people got theirs. I get s.s.i and disability and the site says they have no information for the get my payment tool. What is going on. I am counting on my money to pay Bill’s and get caught up and groceries I don’t get snap benefits. Help please stressing out!!
Karen M.
Yes when will we see the 1400 in our account? People where I live got there’s.why is ours not here ??????????
Barbara
I hate we have be last don’t know when we going one week should have been first to get one I wish I knew it’s hard livening off 800.00 it helps but 1,400 should help get caught up on bills like light bill when up because of outage now struggler to pay that
Tammy D.
I am on disability and SSI as well. But when my fiance and I filed taxes he filed single and claimed me as a dependent on his taxes to get the $500 disability credit and a higher deduction. Then the 3rd stimulus passed and it was too late. I don’t get a penny cause he made too much for 2020 and claimed me as a dependent
Khanson
I have the same question
Tina m.
I am also waiting I have direct deposit..I received he 1 & 2 one. Your alone it say the same thing..
Tina m.
Why am I waiting for my 3 Corona virse check..it say still processing for 1 week.. I have direct deposit an I receive the 1 & 2 check…???? People on SSI. An SSDIshould be First.
Lisa Y.
I dont understand why small businesses,schools,welfare,food banks,child care and unemployment
Has been getting extra help for going 2 years since
The pandemic started but those who’s on social security
That can not received benefits such as TANF and SNAP
Because we received too much a month but we yet paying
For our copay and rx’s out of pocket the little raise we received
Every year it taking back raising our insurance premium every year
We need help as well we also having hardship struggling
To make ends meet the groceries chain went up 4 times
Since the pandemic and gas on an sky high as well
HELP HELP.HELP
Jerome J.
That’s because you worked for you SS…..you would have been better off just begging for free money like many others do!!!!!
Stacy W.
You’re absolutely right they forget about us every time so when can we get help when can we get a bigger raise to help pay for our medical prescriptions co-pays bills food light and gas bills help help help
Kelly A.
Also I’m in need of help relocating need rent on bed place and deposits paid
asa L.
When will i get my benefit
Laurie M.
Although I appreciate what I get. However you have people truly suffering and living in poverty TRYING to make ends meet. I receive roughly $11,000.00 dollars a YEAR to pay rent, and other essential bills. I actually broke it down and have $50.00 a month to buy toiletries. Forget my adult child getting a Christmas, birthday, or any other gift for that matter. There is no money left!!!! I feel the lowest anyone should receive is $1,200 a MONTH. Truly disappointed and disgusted
Debora T.
Yes that is so true due to the fact of me and my husband both are on disability and we need extra help with food Etc paying medical bills will we get the extra help that we so badly need every thing we have is accounted for just as soon as we get it I try signing up for food stamps and Medicaid to help us but got turned down we know exactly barely have enough to be able to go out through the month we need that stimulus check and everything else that could help us
Chanel H.
I agree and they want to count your every dollar they don’t want you to live they give you crumbs and we feed the doctors and pharmacies and stores so sad while other states live better
Patrick R.
Why people like me hasn’t gotten their third stimulus checks yet
Deazail H.
We should have got more than a $10 raise for Social Security This is BS we’re in the middle of a pandemic Social Security should have made sure that the IRS was giving disability first over anything really wow
David D.
Why haven’t we received its 3rd sedulus check in to our director express card
Robert T.
They don’t care about us we are a burden to them always last
Henry A.
I want to know if you tell your employees to yell at us because i call the office and almost every employee started to yell at me which it made me very angering so please when i call i would love for them to talk nice to me on the phone thank you.
Susan
Yes so true no money yet
J.l. o.
I have too agree 100%
Arnita E.
I agree
I totally agree!!!!
Wendie R.
Do you have any idea when the ones on SSI, SSDI AND OTHER SOCIAL SECURITY ARE GETTING THEIR STIMULUS. I UNDERSTAND ITS GOING TO COME OUR CARDS LIKE BEFORE BEFORE, BUT IT WAS SUPPOSED TO HAVE DONE BEEN HERE.
Dianne S.
My rent went u and took that so no raise for me
Dianne S.
I wish the government would do more for the elderly on ss. We have worked our whole lives and sit back and watch everybody else benefit from the help allotted by the virus. Hey how about us?