Senator Collins Urges SSA to Address Unacceptable Wait Times at Field Offices

Washington, D.C. – Following reports of unacceptably long wait times at Social Security Administration (SSA) field offices, U.S. Senator Susan Collins wrote to SSA Acting Commissioner Kilolo Kijakazi to request details on the agency’s plans to return to pre-pandemic levels of staffing and service.  Senator Collins previously wrote to Acting Commissioner Kijakazi in March to urge her to reopen the field offices that had been closed for more than two years.

“While I appreciate your assurance that in-person services have resumed, I am concerned about continued reports about extended wait times and other customer service concerns,” Senator Collins wrote.  “Just last month, media sources reported that people outside an SSA office in Texas had to wait outside for hours in near 100-degree heat for benefits assistance.  In addition, SSA's own data indicate that the average processing time for initial disability decisions hit an all-time high of 198 days in August.”

“The ability to access timely in-person services is vital for millions of Social Security beneficiaries, particularly those in rural areas who do not have reliable Internet access and those who may be reluctant to use online or telephone services to conduct sensitive matters.  Further, there are many important SSA services that can only be completed in-person, such as applying for survivor benefits or making changes to a Social Security card,” Senator Collins continued.  “It is essential that SSA prioritize customer service and return to a pre-pandemic posture with fully staffed field offices.”

Senator Collins requested that Acting Commissioner Kijakazi provide the following information:

• The percentage of all SSA employees who are currently working full-time in-person.

• SSA’s specific plans and timelines for shifting employees who are currently working remotely back to full-time in-person service.

• SSA’s specific plans for improving customer service, such as information technology improvements, phone service improvements, additional and expanded online capabilities, and higher staffing for in-person services.

Click HERE to read Senator Collins’ letter.