The line outside the Social Security Administration (SSA) field office near Seattle started to form early, about 30 minutes before the office was scheduled to open. By the time the doors opened, about two dozen people were already waiting. When a security guard asked who had a scheduled appointment, roughly one-third of the crowd raised their hands. Among those without appointments was 70-year-old Mark DeLaurenti from Bellevue.
DeLaurenti’s story highlights the difficulties many people face when dealing with the Social Security system. While preparing his taxes, he found an old, uncashed check for $2,000 made out to his late father, who passed away in January 2024. This check caused a discrepancy in his tax filings. His accountant suggested that SSA would reissue the check, but things were not that simple.
After spending hours online and on the phone without success in making an appointment, DeLaurenti finally went to the field office. When he finally managed to speak with someone, he was told to come back in three to four hours to make an appointment. Frustrated, DeLaurenti gave up, saying, “It’s so inefficient, it’s unbelievable.”
This kind of frustration has become increasingly common in the approximately 1,200 SSA field offices across the nation. According to employees, beneficiaries, and advocacy groups, the staff is overburdened, and long wait times have become the norm.
Disconnections from the toll-free SSA number are frequent, and people often spend hours waiting in the field offices. The issues are exacerbated by a push for efficiency under President Trump’s Department of Government Efficiency (DOGE), which has led to calls for dramatic changes in the program. Elon Musk has even labeled the system a “Ponzi scheme,” advocating for reforms.
To make matters worse, the SSA has been cutting staff and limiting the services that can be performed over the phone. They plan to reduce their workforce from 57,000 employees to 50,000, the lowest level in decades. This comes at a time when the number of retirees filing for benefits has been on the rise, especially with baby boomers aging.
The agency’s computer network has also been unstable, crashing 10 times in the past six weeks. Later this month, new restrictions will be rolled out, which will limit the services that can be handled over the phone. These new identity-proofing procedures are designed to reduce fraud, but they are expected to make long waits at field offices even longer. Many advocates and workers fear this will only worsen an already dire situation.
“It’s like a house of cards that’s about to collapse,” said John Pfannenstein, who works at another Seattle-area field office and is a regional vice president for the American Federation of Government Employees (AFGE). He noted that employees in Seattle hadn’t received any training or guidance on the new changes ahead of their April 14 implementation.
While Elon Musk has said that DOGE’s efforts would protect Social Security benefits, some remain skeptical. Musk claims that these changes will ensure that legitimate recipients get more money, not less. However, critics point to the system’s ongoing issues, and many fear that without immediate intervention, Social Security will not be able to maintain its stability in the future.
Social Security provides monthly benefits to over 70 million people, including retirees, children, and individuals with disabilities. The program is considered one of the cornerstones of the American welfare system, often referred to as the “third rail” of American politics. However, without changes, the program is projected to deplete its reserves by 2033, which could lead to a 21% reduction in benefits.
Since late January, the SSA has been led by acting commissioner Leland Dudek, who has been pushing for more efficiencies and anti-fraud measures. According to a report by the SSA’s Inspector General, improper benefits represent less than 1% of the total benefits, amounting to tens of billions of dollars.
The Senate is expected to soon consider the nomination of Frank Bisignano, the CEO of Fiserv, as the new commissioner of the SSA. Bisignano has emphasized his commitment to motivating the workforce to get things right the first time and ensuring that the program continues to serve the American public effectively.
While some, like DeLaurenti, leave SSA offices in frustration, others are finding more success. Larry Huffman, an 80-year-old military veteran, had his Social Security benefits cut by around $200 this year. However, after visiting the field office, SSA officials explained the issue, and Huffman is hopeful his benefits will be reinstated.
Staff cuts are putting significant pressure on an agency that was already struggling in certain areas. In 2024, field offices in cities like Seattle, Tacoma, Bellevue, Chicago, Indianapolis, San Antonio, and the Maryland suburbs of Washington, D.C., were labeled as “stressed field offices” needing improvement.
As the SSA continues to streamline its operations, there are concerns about the future of local field offices. DOGE announced plans to close nearly 50 field offices to save money. However, SSA quickly denied reports of these closures, stating that they were false. Still, an internal memo reviewed by The Wall Street Journal indicated that, by 2026, there are plans to consolidate field offices further and reassess staffing levels.
In Seattle, one of the field offices, located in a downtown federal building named after the late Senator Henry “Scoop” Jackson, was previously listed for sale by the General Services Administration, raising concerns about its future. Local advocates, like Mike Andrew of Puget Sound Advocates for Retirement Action, are worried that if these field offices close, many will be left without the support they need.
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Jon King is an experienced journalist with 3 years of experience in the field. With a strong background in investigative reporting, Jon is known for his in-depth coverage of crime news, finance news, local news, and USA news. Currently working with Mikeandjonpodcast, Jon brings his sharp investigative skills, where he provides timely updates and analysis on a wide range of topics. His commitment to delivering accurate and impactful news has earned him a reputation for providing insightful and comprehensive stories that resonate with his audience.
