According to American media reports, an internal memo from the Social Security Administration (SSA) dated Thursday proposes changes to telephone service protocols that could limit access to essential services.
The document, signed by acting deputy commissioner Doris Díaz, aims to restrict identity verification processes for specific queries, according to official sources.
“It’s a big problem,” said Kathleen Romig, a former Social Security Administration director and current analyst at the Center on Budget and Policy Priorities. In statements carried by national media, Romig explained that the measures would create a “true Catch-22,” making procedures difficult for beneficiaries, particularly in rural areas. The memo recognizes that the limitations would be “significant” for these groups.
changes would affect operations in local Social Security offices
A former SSA official, speaking on the condition of anonymity, stated that the proposals would “cripple already overstretched field offices.” The report emphasizes that forcing users to perform in-person procedures to update data or verify identities would exacerbate delays in a system facing staff reductions.
The SSA has not confirmed whether Acting Commissioner Leland Dudek approved the measures. “It’s a disaster in the making,” said the anonymous official.
Jen Burdick, a disability benefits attorney, described the changes as an attempt to “block people from getting benefits.” According to their experience, 70% of telephone procedures include identity verifications, which are critical for populations with limited mobility or no access to digital tools. The SSA has not made an official statement on the matter.
The memo suggests that phone service be limited to general inquiries that do not require identity verification. Users can now complete this process over the phone if automated systems fail.
Experts argue that eliminating this option would affect 2.3 million annual beneficiaries, according to SSA data for 2023, who live in areas with limited office coverage.
Although the document does not specify application dates, sources close to the agency suggest that the measures may be implemented in 2025.
The Trump administration has reiterated that its priority is combating fraud and waste, but critics argue that these changes would have a “devastating effect” on an already overburdened system, according to statements reported in national media.
Cuts being done by Elon Musk’s DOGE
The Department of Government Efficiency (DOGE), led by Elon Musk, has implemented a series of measures that have significantly affected social benefits in the United States. These actions include:
Social Security Office Closings: At least 10 Social Security Administration (SSA) offices have been closed in various cities, including Brunswick, Columbus, Gainesville, Thomasville, Vidalia, Anniston, Cullman, Gadsden, Jasper, Batesville, Forrest City, Jonesboro, Texarkana, Elizabeth City, Franklin, Greenville, Roanoke Rapids, Grenada, Greenwood, Meridian, Abilene, Nacogdoches, Horseheads, Poughkeepsie and White Plains.
Mass layoffs of federal employees: Approximately 77,000 federal employees have been laid off, affecting agencies such as the SSA and the United States Agency for International Development (USAID).
Suspension of Social Security payments: Monthly Social Security payments have been proposed to be suspended for more than 170,000 beneficiaries, including children, disabled adults and seniors who receive benefits through representatives.
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