Better customer Service for SSD Benefit Applicants
If you’ve tried to apply for Social Security disability (SSD) or other benefits through the Social Security Administration (SSA), you might have been frustrated by the process and the customer service. If you felt like it took too long to process your claim or had trouble getting someone on the phone when you needed help, you’re not alone. Big changes may be on the horizon.
In the spring, SSA Commissioner Martin O’Malley appeared before a subcommittee of the U.S. House Ways & Means Committee to discuss a variety of issues, including “the efficiency and operation of the Administration itself.”
Understaffing and Other Hurdles Have Created Backlogs
O’Malley said that despite having more “customers” than ever before, SSA staffing was at a 27-year low. That reduced staff handled about 81 million calls last year–no surprise when you consider that more than 10,000 people become eligible for Social Security benefits every day. That’s created delays in getting customer service, delays in initial SSD determinations, and delays in SSD appeals.
Based on data shared at the hearing, the average wait time when someone called the SSA at the beginning of 2024 was 39 minutes, with some callers waiting more than an hour. While O’Malley said the average wait time was down to 31 minutes by spring, he called that figure “nothing to write home about” and said the SSA continued to work to get that time down.
He said the average SSD applicant was waiting nearly 8 months for an initial determination, and another seven months if they had to appeal. Now, the SSA is carving out time regularly to meet on several key performance areas, including:
- Operations
- Human resources
- Initial disability determinations
- ALJ hearings
- Fraud
- Notices
- Overpayments
O’Malley Seeks to Change the Culture at the SSA
During the hearing, O’Malley was asked if he could change one thing that would last beyond his role at SSA, what it would be. He responded that he would like to change the culture at SSA to realize that all of the huge numbers they deal with are real people. He also said the agency is looking toward more sophisticated information-sharing processes to streamline procedures, reduce overpayments, and speed up processes. An improvement in the customer service at the SSA could make a big change in the experience each person has.
O’Malley is still relatively new in the role, and some changes to the system would be subject to formal rulemaking procedures or require Congressional approval. So, the exact nature and extent of the changes haven’t fully been determined. However, improved efficiency and customer service have the attention of the new Commissioner and others in government.
Delays Aren’t the Only Problem with the SSD Process
Improved customer service can make the SSD application and appeals process less frustrating, but it won’t necessarily improve outcomes. If you need help securing SSD benefits or fighting a denial, an experienced disability benefits advocate can be your best resource. To learn more, call Disability Help Group at 800-800-3332 right now or click here for a FREE consultation.
