The Senate Finance Committee recently held a hearing on how Social Security offices have handled providing services to the public during the pandemic, which many critics believe has been inadequate since the agency shutdown field office service to the public in March 2020 due to the COVID-19 pandemic. When a Social Security representative was asked when field offices might open for public service again there were no definitive answers as it was stated the agency needed guidance from the White House. Below are written remarks from a Social Security representative detailing some ideas the agency has to improve services while offices remain closed.
New In-Person Service Delivery Initiatives
Some workloads continue to require in-person appointments and the inspection of original evidence. For these workloads, and for customers who may not have access or would prefer not to use technology, we are exploring several solutions. For example, we tested an evidence dropbox option in 100 high-traffic enumeration offices, offering customers a secure drop-off location for applications and original evidence documents and will continue to use this service based on local office needs. We tested an Express Interview process in 81 offices to limit in-person transaction time to reduce the risk of exposure to COVID-19, and are expanding this service option.
Communication with the public
To communicate with the public, we have continued to update our website, social media, and our Social Security Matters blog, featuring posts about how to reach us, online services, and benefit programs. We marketed our field office telephone lines, so the public could directly reach employees in local offices by telephone. We posted signs in our offices, messaging the availability of services online, by mail, telephone, and limited in-office appointments. We are also working with the White House Office of Faith-Based and Neighborhood Partnerships and have entered into an unprecedented partnership with claimant advocates and other organizations to promote our services and ensure they are accessible to our most vulnerable populations.
