2 hours ago -
Politics & Policy
Leaked memo: DOGE plots to cut Social Security phone support
Emily Peck
An internal memo from the Social Security Administration proposes changes to
its phone service that could derail the benefits application process for many
Americans.
Why it matters: The Trump administration has repeatedly said it doesn't plan
changes to Social Security, other than to address fraud and waste — but these
proposals risk "crippling" a system already plagued by delays, and facing
staffing cuts, former agency officials tell Axios.
The latest: Axios obtained a draft of the memo, signed by acting deputy Social
Security commissioner for operations Doris Diaz on March 13, and written on
behalf of the agency's operations department.
Its existence was first reported by Popular.Info, which published screenshots of
a subsequent version, sent to acting commissioner Leland Dudek a little later
that day.
Context: The memo was sent one day after the agency denied, in a press
release, a report it was scrapping its toll-free phone line.
The agency, at the time, said the change would only preclude people from
changing their bank account information by phone.
But the new memo — issued one day later — proposes changes that will further
limit what people can do by phone. Under the proposal, phone service would
still be available to people who call the agency and don't need to verify their
identity, like someone making a general inquiry.
The draft of the memo viewed by Axios says the proposed limitations will be
"significant" for those living in rural areas in particular.
Zoom in: The memo's focus is on identity verification. Currently, if you are
unable to verify your identity using their online system, you can complete the
process by phone.
The March 13 memo proposes ending that option, and recommends the
agency address "fraud risk" by requiring applicants, who can't use online
verification, to do it in-person at local field offices.
It was crafted at the request of DOGE staff, says a former Social Security
Administration official, who left the agency because of this memo.
The identity verification changes would mean that people who previously could
apply for, or update, benefits over the phone would have to travel to a local field
office to do so. That presents many hurdles.
What they're saying: These changes, if implemented, would "cripple field office
operations, and they're already badly paralyzed," that former official told Axios,
requesting anonymity because they were on a job search and might work in the
future with the Social Security Administration.
Benefits are adjusted regularly as people's incomes change, they explained.
Forcing all those folks to come into a field office "would, in essence, break the
agency."
DOGE representatives are well aware of these risks, the former official said.
A second former official, who recently worked in operations and spoke on
condition of anonymity due to fear of retaliation, said the money it would cost to
implement these changes would dwarf any savings that would come from
cracking down on identity fraud.
"It is a big deal," says Kathleen Romig, a former Social Security official, and
director of Social Security and disability policy at the Center on Budget and
Policy Priorities, who worked at the agency for years under different
administrations.
The changes "create a real Catch-22."
Social Security "service disruption"
State of play: The version of the memo ultimately sent to Dudek acknowledges
that "Service Disruption" and "Operational Strain" is "a risk and challenge" of
implementing this plan.
There would be "increased field office traffic, longer call wait times and delayed
processing," Diaz writes.
The agency is already plagued by long call wait times and delayed processing.
Diaz acknowledges in the memo that the beefed-up verification requirements
would affect more "vulnerable populations," though she doesn't explain who
she is talking about.
But the earlier version of the memo goes into more detail about its significance,
detail that was omitted from the final sent to Dudek.
In it, Diaz notes that the agency general counsel's office "has advised that
there is likely a segment of the public for whom internet ID proofing is not
viable, and this proposal eliminates phones as a service channel for those
customers."
"The consequence of reduced service channels could be significant."
"For example, an individual who closes a bank account could have benefits
suspended if unable to access in-person service." Or, "an individual plainly
entitled to benefits is prevented from applying."
There would also be challenges for those living abroad, and legal challenges,
the draft notes — such as discrimination claims from disabled Americans.
There would be increased costs for identity proofing.
The intrigue: It's not clear if the new memo's proposals are still under
consideration; there was no evidence as of Monday that Dudek accepted these
recommendations or implemented the changes.
When asked for clarification, the administration referred Axios to its earlier
statement on Social Security changes, which pre-dates the memo.
"Any American receiving Social Security benefits will continue to receive them.
The sole mission of DOGE is to identify waste, fraud, and abuse only," press
secretary Karoline Leavitt said in a statement emailed Monday.
The Social Security Administration did not respond to a voicemail and email
from Axios seeking clarification.
Between the lines: "People have a lot of trouble with the identification process,"
says Jen Burdick, a lawyer who provides free legal services for Americans
trying to get Social Security disability benefits.
A recent client tried to drop by an office last week and was told to make an
appointment by phone. On the phone, they were put on hold for six hours on
Monday, five hours on Tuesday and two blocks of time, each three hours, on
Wednesday, she said.
These proposed changes are "a way they're trying to use red tape to literally
block people from getting benefits," Burdick said.
If you are a current or former Social Security employee and want to talk
confidentially, you can reach out to Emily Peck on Signal at EmilyRPeck.71 or
emily.peck@axios.com
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