The Social Security Administration (SSA) just rolled out a new phone routing system. Now, your calls to a local office may land at another field office. However, some worry this strategy may backfire.
Advocates warn this system could strain callers more than help them. Even if staff find your case, they may refer it elsewhere. While the goal is to reduce the amount of time callers are left on hold, they may not always reach someone who can help them.
This shift is part of broader SSA changes. The agency also reversed a rule requiring in‑person identity checks for phone claims. Now, most applications can continue via phone—unless fraud checks flag them.
Will this update be worth it? For seniors, people with disabilities, and others who require SSA communications, time will tell how the new phone routing system will impact their experience.
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