Social Security is rerouting staff to man the phone lines — and hiding how long callers are waiting

The Social Security administration is moving some workers to do teleservice work and address their most pressing needs.
Nextgov

Senate Democrats push Social Security on employee reassignments to phone line

Twelve Democrats want answers from the Social Security Administration about its decision to shift employees that normally ...
Morningstar

Social Security says its phone service is getting better - but watchdogs warn callback wait times can run over an hour

The SSA Inspector General's report says the agency's telephone service performance metrics are accurate after senator's request for analysis The Social Security Administration Office of Inspector ...
Government Executive

‘Suicide is only one option': Social Security staff newly assigned to phone duties raise concerns over training

The Social Security Administration has instructed employees newly assigned to answering phones to tell callers expressing suicidal thoughts that suicide is “one option,” raising concerns from ...
Nextgov

SSA phone wait times longer than publicly reported metrics, per OIG report

The agency’s “average speed of answer” metric masks longer call wait times, according to data in a recent OIG report. The Social Security Administration’s leadership is claiming victory after the ...