American mass media report that an internal memo from the Social Security Administration (SSA), dated Thursday, proposes modifications to telephone service protocols that could limit access to essential services. The document, signed by acting deputy commissioner Doris Díaz, seeks to restrict identity verification processes for certain queries, according to official sources consulted.
“It’s a big problem,” said Kathleen Romig, a former SSA director and current analyst at the Center on Budget and Policy Priorities. In statements replicated by national media, Romig explained that the measures would generate a “true Catch-22”, making procedures difficult for beneficiaries, especially in rural areas. The memo acknowledges that the limitations would be “significant” for these groups.
changes would affect operations in local Social Security offices
A former SSA official, speaking on condition of anonymity, said the proposals would “cripple already overstretched field offices.” The report highlights that forcing users to carry out in-person procedures to update data or verify identities would exacerbate delays in a system that faces staff cuts. The SSA has not confirmed whether Acting Commissioner Leland Dudek endorsed the measures. “It is a disaster in the making,” said this anonimous official.
Jen Burdick, a disability benefits attorney, called the changes an attempt to “block people from getting benefits.” According to their experience, 70% of telephone procedures involve identity verifications, essential for populations with reduced mobility or without access to digital tools. The SSA has not issued an official statement on the matter.
The memo suggests keeping phone service only for general inquiries that do not require confirmation of identity. Currently, users can 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 2023 SSA data, who reside in areas with limited office coverage.
Although the document does not detail application dates, sources close to the agency propose that the measures could be activated in 2025. The Trump administration has reiterated that its focus is on combating fraud and waste, but critics insist that these modifications would have a “devastating effect” on an already stressed system, according to statements reported by 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.