Social Security head addresses complaints about long waits at offices

In response to a letter from leading members of the House Ways and Means Committee complaining about poor service at Social Security offices, acting Commissioner Kilolo Kijakazi outlined the steps being taken to improve response times and provide a safe environment for those awaiting attention at agency offices.

“We are using various strategies to reduce in-person wait times, particularly in our busiest offices,” Kijakazi wrote in a letter in late August. “For example, we are triaging customers who can be referred for a quick express interview or for a same-day or future appointment, depending on office availability; ensuring people waiting in line have the necessary information and documentation; providing a drop box to drop off documents and evidence at many offices; and assigning some workloads to offices with less walk-in traffic, so staff in our busier offices can serve more people in person.”

In addition, Kijakazi noted in her letter to Richard E. Neal, D-Mass., chairman of the House committee, and Kevin Brady, R-Texas, the ranking minority member, that the agency is assigning volunteers to some of its busier offices, rehiring retired employees to assist with office needs, suspending telework for some employees, so an office can help more people in person instead of answering calls remotely, and Increasing overtime for busier offices.

The agency is also providing access to bathrooms and water fountains for those waiting outside offices, adding outdoor canopies and fans where appropriate, and reconfiguring waiting areas to allow more people to enter air-conditioned offices.

[More: Social Security faces a customer service backlog]