Katko seeks details on Social Security’s plans to improve access to services

Amid continued disruptions to Social Security services due to the ongoing pandemic’s impact on staffing, U.S. Rep. John Katko (R-NY) called on the Social Security Administration (SSA) to explain its plans to improve access throughout the duration of the COVID-19 pandemic. 

More than 1,200 Social Security field offices across the country, including several locations in Rep. Katko’s home state, have been closed to the public for over 20 months for in-person services due to the ongoing pandemic, according to Rep. Katko. 

“In central New York, I’ve continued to hear from Social Security beneficiaries, as well as new applicants, who have been unable to access critical Social Security services because of the ongoing SSA field office closures,” Rep. Katko said on Jan. 5. “For others attempting to access services over the phone, they too have faced challenges and significant wait times. 

“These disruptions are unacceptable and the SSA must provide safe ways to deliver these services more efficiently,” added the congressman. “I’m strongly urging the Social Security Administration to provide a timeline for reopening its field offices and provide information on their efforts to expand services while protecting the health and safety of our communities.”

Rep. Katko joined U.S. Rep. Kathleen Rice (D-NY) to reiterate such concerns in a Dec. 22 letter sent to SSA Acting Commissioner Kilolo Kijakazi.

“Although we understand the administration’s initial intention to protect at-risk individuals from COVID-19, we now find ourselves nearly two years into this pandemic with a wide array of scientifically proven methods to keep people safe,” the representatives wrote.

They pointed out that field office closures have presented particular difficulties for constituents who need to show original documents  — such as a driver’s license, birth and death certificates, or passports — in order for SSA to process their claims. Since offices are closed, individuals cannot show these documents in-person, and SSA has generally required them to mail these documents into the field office, according to their letter. 

“This creates additional stress for individuals with time-sensitive cases, who must now send their original documents through the mail for an unknown amount of time, with the possibility of being lost or disrupting their claim processing,” they wrote.

And while field offices have provided limited services over the phone, Rep. Katko and his colleague noted that they have received reports of wait times exceeding 45 minutes and instances of phone lines being overloaded by call volume.

They asked Kijakazi to answer several questions regarding the SSA’s timeline and plan for reopening Social Security field offices; expanding appointments until SSA field offices reach full capacity; and what precautions SSA will take to ensure the safety of staff and individuals seeking in-person services through the duration of the COVID-19 pandemic.

“Your swift response to these important questions will help to alleviate the concerns of many Social Security beneficiaries across the country,” wrote the lawmakers.