Starting this Monday, a significant shift in the way Americans can access Social Security benefits will come into effect, as the Social Security Administration (SSA) has announced that individuals seeking retirement or survivor benefits will no longer have the option to apply over the phone. Instead, applicants will be required to use online services or visit a local Social Security field office in person. According to a new report from the Center on Budget and Policy Priorities (CBPP), this change poses serious challenges for approximately six million seniors, many of whom will face an average travel distance of 45 miles to access these services.

The CBPP report highlights that over 40% of retirees traditionally apply for their Social Security benefits via phone, a practice that is especially common among spouses who are eligible for benefits as well as bereaved family members applying for survivor benefits following the death of a worker. The authors of the report express concern that this policy change will significantly hinder access to essential services for many seniors and their families.

This new directive, which also affects individuals wishing to make changes to their direct deposit accounts, was initially revealed last month but was partially retracted a week later following backlash from disability advocates and other stakeholders who voiced their concerns over the implications of the changes.

In defense of the new measures, SSA officials stated that these changes aim to enhance security protocols to safeguard Social Security records and benefits against potential fraudulent activities. They emphasized that new identity verification procedures would be implemented to bolster this effort.

A spokesperson for the SSA, in a statement to NPR, reassured the public that the telephone application process will still be available, albeit with new anti-fraud checks that will be introduced on claims submitted over the phone starting April 14. Claims flagged as potentially fraudulent will need further review, while all in-person claims will continue to undergo thorough identity verification.

Despite these assurances, advocates for seniors and individuals with disabilities argue that the changes effectively create unnecessary barriers to access for those who already rely heavily on the agencys services. In fact, this policy shift is now part of a legal challenge presented by disability rights groups against the SSA, reflecting the growing discontent with how these measures will impact vulnerable populations.

The Social Security Administration manages a wide array of programs designed to support seniors and people with disabilities. In addition to retirement benefits, which constitute the largest segment of the SSA's offerings, the agency also provides survivor benefits, disability benefits, and supplemental income to the poorest Americans. Current statistics indicate that over 50 million people in the U.S. received retirement benefits from the SSA as of February, with thousands more qualifying for benefits each day.

Kathleen Romig, CBPPs director of Social Security and disability policy, expressed her concern regarding the burdens these new in-person verification requirements will impose, particularly on those who reside in rural areas. She explained that securing an appointment for in-person service can already be a daunting task.

Currently, there is no option to schedule an appointment online, Romig noted. Individuals must call the SSA's 800 number, where the average wait time for a callback exceeds two and a half hours, and this is if they can reach an agent at allmany people cannot.

Romig further elaborated that even once an appointment is secured, individuals often find themselves waiting over 28 days for their scheduled visit. This delay can be especially challenging for seniors and disabled individuals who may find traveling to an office physically difficult or impossible.

Not everyone can drive, especially seniors or those with disabilities, she stated. Moreover, many are homebound or hospitalized, making it incredibly burdensome for them to access the services they need.

She pointed out that the new rules particularly disadvantage bereaved individuals who are attempting to apply for Social Security survivor benefits, as there is no online application option available for this critical benefit. Romig referred to survivor benefits as Social Security's equivalent of life insurance for a deceased worker's surviving spouse or child.

Furthermore, even for those who might be able to apply online, additional obstacles persist. The CBPP report indicates that a significant number of seniors and disabled individuals lack reliable internet access, computers, or smartphones, as well as the technical skills required to navigate a complex online verification process. As the SSA pushes for online transactions, ongoing changes implemented by the Department of Government Efficiency (DOGE) are leading to outages and access issues.

Romig concluded by raising concerns about the potential for longer wait times for in-person services, particularly in light of ongoing staff reductions at the agency, which could exacerbate the difficulties faced by those needing assistance in the future.