A leaked internal memo from the Social Security Administration (SSA) has revealed a proposed change to its phone services that could significantly impact how Americans apply for and manage their benefits.
If implemented, the changes could make it more difficult for certain groups—particularly elderly and disabled individuals—to verify their identities and complete their claims over the phone.
The March 13 memo, signed by acting deputy Social Security commissioner for operations Doris Diaz, outlines a plan to limit phone-based identity verification for Social Security applicants. Currently, individuals who are unable to verify their identity online can complete the process by phone. However, under the proposed changes, those who fail online verification would need to visit a local field office in person instead.
The proposal was reportedly crafted at the request of the Department of Government Efficiency (DOGE), a federal office tasked with reducing waste and fraud. DOGE has been involved in efforts to cut costs within the SSA, including reducing staff and closing field offices.
The memo acknowledges that the proposed changes would create “significant service disruptions” and could particularly affect people living in rural areas or those with mobility challenges. Some of the expected consequences include:
- Longer wait times for in-person appointments
- Increased demand at already overburdened field offices
- Delayed processing of benefits applications
- Legal challenges, including potential discrimination claims from disabled Americans
A former SSA official, who spoke anonymously to Axios, warned that forcing more people into field offices could “cripple field office operations”, which are already struggling with delays.
Critics argue that the proposal does not effectively address fraud concerns but instead creates additional bureaucratic hurdles for those seeking benefits. Jennifer Burdick, a disability attorney, expressed concerns that the changes are “a way to use red tape to block people from getting benefits” rather than an actual effort to improve efficiency.
Additionally, advocates worry that the financial burden of implementing these changes—such as training staff and upgrading office infrastructure—could outweigh any potential cost savings from fraud prevention.
It remains unclear whether acting Social Security commissioner Leland Dudek has accepted or implemented these recommendations. When asked about the memo, DOGE representatives referred reporters to an earlier statement emphasizing that their mission is solely to identify fraud, waste, and abuse within the government.
The SSA press office has not provided further clarification on whether the proposed changes will move forward.
With input from Axios and the Washington Post.
