A line began to form outside the Social Security office in Glendale, Arizona, shortly after dawn, filled with retirees and individuals with disabilities, shuffling through their paperwork, some relying on walkers, all eager to determine if President Trump’s government changes could jeopardize their safety nets.
At 9 a.m., a staff member came out with flyers instructing the crowd to return only if they had made an appointment.
“I’ve been calling for days!” cried one woman from the crowd.
“We traveled a long way,” another echoed. A third person added that they had been misled, albeit using more colorful language.
In light of stock market volatility and economic uncertainty, many beneficiaries look to their Social Security checks as a sense of stability amidst the chaos emanating from Washington. After all, Mr. Trump has vowed not to reduce Social Security benefits for the 73 million Americans enrolled.
However, that assurance has not shielded the Depression-era program, previously considered the third rail of American politics. Countless distressed recipients have flocked to local field offices, seeking answers about the jammed phone lines, whether Elon Musk’s team will close their offices, and if they will be deprived of their benefits.
Staffing issues have been exacerbated by waves of buyouts and early retirements, leaving recipients struggling to navigate the agency’s website and phone systems, let alone secure in-person appointments.
These challenges coincided with a looming deadline tied to Mr. Musk’s cost-cutting initiative termed the Department of Government Efficiency, which aims to root out what he perceives as a substantial number of ineligible beneficiaries of Social Security. By April 14, the agency intends to largely phase out phone services for individuals applying for retirement and survivor benefits or modifying their direct deposit details, thus compelling them to file online or appear in person. This is part of a broader administration initiative to combat alleged fraud, for which proof of its existence has been minimal.
Although the Social Security Administration might exempt some individuals from this mandate, call volumes have surged by 30 percent compared to last year, with more people experiencing busy signals or disconnections, as per data from Social Security.
“I didn’t expect this to happen,” remarked Teresa Boswell, who voted for Mr. Trump in November, thereby aiding his victory in Arizona, yet found herself frustrated outside the Glendale Social Security office recently, unable to apply for $1,200 in monthly benefits after retiring from her position in legal document processing. “This is ridiculous.”
According to Liz Huston, a spokesperson for the White House, “President Trump has clearly stated his commitment to enhancing the federal government’s efficiency without compromising essential operations. He has pledged to safeguard Social Security, ensuring that all recipients continue to receive their benefits.”
The Social Security Administration did not respond to an inquiry for comment.
The turmoil surrounding the Social Security system originates from two main priorities of the Trump administration: rapidly reducing federal payrolls and eliminating fraud within the federal government.
Approximately 2,800 Social Security employees have accepted buyouts or early retirement offers influenced by Mr. Musk’s initiative, based on agency statistics.
Staffing levels at the Social Security Administration were already at a 50-year low, and the loss of so many personnel who handled calls and served at field offices has resulted in longer lines and wait times, according to interviews with internal field office and senior employees.
In Wisconsin Rapids, the local field office is set to lose seven employees, constituting more than half of its 11-person staff.
“They have lost a significant number of the individuals who handle the most complex tasks,” noted Greg Bachinski, an official with the federal workers union.
In total, over three dozen offices are experiencing a loss of at least a quarter of their workforce, many situated in rural areas that were supportive of Mr. Trump, as per agency reports.
More job cuts are anticipated: The Social Security Administration aims to eliminate 7,000 of its 57,000 employees, with the upcoming cuts targeted at headquarters. Mr. Musk’s team is advocating for reductions in departments that deliver essential services like technological support by 50 percent or more, according to informed sources.
Simultaneously, the aggressive focus of Mr. Musk’s team on identifying fraud within Social Security—while senior administration officials continue to spread misinformation regarding fraud levels—has resulted in policy changes that have instilled fear among beneficiaries about potentially losing access to the system or having their benefits reduced.
Efforts to minimize fraud, especially related to direct deposits, have long been a priority for the agency, with teams working diligently to lessen the fallout and operational costs from scams. However, the issues reported have been minor when considered against the scale of the agency and the total payments made.
The online application requirement effective April 14 does not extend to individuals seeking disability benefits, Supplemental Security Income, or Medicare. Nevertheless, many individuals applying for benefits lack a clear understanding of the current situation or of what is being asked of them.
The White House has grown increasingly concerned about the potential political ramifications stemming from extended wait times and long queues, prompting officials to urge Social Security administrators to limit the information shared online that might highlight ongoing problems, according to an individual familiar with the conversations.
Nonetheless, the public awareness of these issues is rising. Virender Kanwal, a biology professor in New Jersey, applied online for retirement benefits at the end of February, a few months before her 70th birthday. She recognized the need to provide proof of her citizenship but was hesitant to mail her passport. Instead, she planned to visit a field office, requiring an appointment that could only be arranged over the phone.
Ms. Kanwal mentioned that she called every day for weeks but was unable to connect. At each attempt, a recorded message informed her of a two-hour wait and suggested she call back later, only for the call to be disconnected. Finally, she received a letter in late March stating her application would be denied if she failed to submit her documents within 12 days.
She started calling every few minutes, eventually waiting on hold for six and a half hours before an agent finally responded just before midnight and scheduled her an appointment.
“This is not what we expect from our country,” Ms. Kanwal expressed.
In Poughkeepsie, N.Y., a 90-year-old man who relied on a walker visited a field office believing he needed to verify his existence. Meanwhile, in Clinton, S.C., a woman with one leg fell in the parking lot after trying to enter the office with her identification.
In Southern California, elderly individuals with disabilities are reportedly spending hours on public transport to reach Social Security offices, only to be turned away, according to nonprofit organizations.
“People are just uncertain about what will happen,” remarked Bob Kelley, founder of the San Diego Seniors Foundation. “Everything feels uncertain, resulting in confusion for many.”
Some services on the agency’s website have also been experiencing more frequent crashes due to a new anti-fraud measure overwhelming the servers, as indicated by informed employees.
Jessica LaPointe, president of the American Federation of Government Employees Council 220, which represents agency workers nationwide, stated that system outages have become frequent, but “it is unusual for them to occur at this rate.” Historical context reveals that while the technical systems in use are outdated and complicated, previous outages were less disruptive compared to the current situation, as reported by employees and advocates.
The administration has sought to mitigate longer wait times and increased phone waits by offering out-of-Baltimore-area workers the opportunity to relocate to field offices. The agency has noted that around 2,200 employees have accepted this offer.
Acting commissioner Leland Dudek has voiced some of the frustrations publicly. Shortly after assuming his role, he began posting videos of Social Security’s meetings on YouTube, presumably to enhance transparency within the agency.
During these meetings, Social Security officials candidly acknowledged the difficulties visitors face with the online portal, My SSA, and the influx of individuals visiting field offices due to fears about system reliability. They also broached the necessity for a supportive statement from the White House to alleviate public anxiety.
“Could you ask the White House press secretary if she would be willing to record a brief message to inform the public?” Mr. Dudek, previously a midlevel fraud official promoted to Social Security’s temporary chief, inquired during a March 28 operational meeting.
That never materialized.
Last week, many individuals waiting outside the Glendale office without appointments gradually left after receiving printouts with instructions on how to schedule one. Yet Bonnie Baum, a 68-year-old resident of the vast 55-and-older community in Sun City West, decided to remain, hoping to speak with someone.
She stated that her application for $1,800 in monthly retirement benefits had been declined due to late paperwork submission. With no success in reaching anyone by phone, she found navigating her smartphone challenging, let alone the complexities of Social Security’s online portal.
“It’s simply a disaster,” she lamented. Then she sat down to wait.
Christina Morales, Mitch Smith, and Soumya Karlamangla contributed reporting.
