If you’ve been having trouble talking to someone at your local Social Security office this August, you’re not alone. Several branches across the country have been reportedly transferring phone calls to workers in other states without the jurisdiction or knowledge to answer important questions, making it harder for people to get the help and information they need. We have all the must-know information on these occurrences, including tips on how to get in contact with someone at your local Social Security branch when you need it, below.
Why you might be rerouted when you call Social Security
It was recently reported by National Public Radio (NPR) that several Social Security locations were rerouting incoming calls to their office to different branches all over the country, many of which don’t have access to the callers’ personal records or case files.
“Our system is very specific to the office that we can do things in,” Amber Westbrook, a field employee in Chicago, Illinois, told NPR. “So, I, physically, if another claim is open in another office, I cannot clear their case. It’s just kind of the way that they retain that to make sure that things are accurate and complete.”
The Social Security Administration (SSA) has since denied this, saying in a statement, “All SSA field offices are equipped to handle inquiries and resolve issues for callers, irrespective of where a caller lives or where their case originated. SSA staff across the country have access to the necessary systems and information to assist with a wide range of Social Security matters.”
They also said that “the goal of the phone sharing system is to enhance customer service by reducing wait times and addressing customer needs at the first point of contact…Under the newly implemented system, calls to local field offices may be routed to available staff at other field offices, regardless of geographic location, to help manage high call volumes.”
This shift in communication follows the government agency’s recent announcement that it would be relocating some of its local office employees to assist with answering calls received on the national phone line—1 (800) 772-1213—in a faster and more efficient manner.
“Thanks to a new telephone platform, most callers are now served quickly through callbacks or automated options, and answer times have already improved significantly in field offices,” the SSA said in a statement this past July. “By temporarily assigning a small percentage of field office staff to assist with 800 number calls, we can improve the 800 [number] average speed of answer without disrupting local services.”
As of publication, it remains unclear which states and cities the SSA’s new rerouting policy has affected and whether it will ever be returned to the way it was before.
“They haven’t really given us a whole lot of idea of how long this is going to last,” Westbrook said. “Things [are] changing so rapidly within the agency. Something may be different tomorrow than it is today. It’s been a whirlwind for people.”
Tips for making the most of your Social Security calls
If you are trying to get in touch with your local Social Security office by phone, there are several things you can do once you’re on the line with Social Security.
The first step is to ask your representative where they are based; if it’s not in the same location as you, request to be transferred to someone who is.
The second is always to make sure you are calling the correct branch. You can double-check this by looking on the SSA’s website or by searching for the Social Security office nearest you on the internet.
Finally, if all else fails and you still cannot get in touch with someone at your local branch over the phone, you can always visit the office nearest you and speak with someone in person.
