Sen. Angus King On Social Security: 'What's Going On Is The Destruction Of The Agency From The Inside Out, And It's Accelerating'

The Social Security Administration has experienced recent challenges, making it harder for some retirees and disabled Americans to access benefits and services. Sen. Angus King (I-ME) recently described the situation as "the destruction of the agency from the inside out, and it's accelerating." His concerns come amid reports of staffing cuts, service disruptions, and growing uncertainty about the future of Social Security.

Widespread Service Disruptions

The SSA's website crashed four times in just 10 days this month due to overloaded servers, preventing users from logging in to check their benefits or manage their accounts, according to The Washington Post. Field offices are also struggling to keep up with demand. Office managers have had to step in and answer phones at the front desk because so many employees have left.

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The agency is responsible for delivering $1.5 trillion in benefits to around 73 million Americans each year. However, recent internal reports suggest that the agency's ability to provide reliable service is deteriorating. This has left many retirees, disabled individuals, and others who rely on Social Security with reduced access to essential services.

Staffing Cuts and Leadership Changes

The SSA has seen rapid leadership changes and staffing reductions in recent months. The agency is currently run by Leland Dudek, who became acting commissioner on Feb. 16. Dudek has already overseen staff cuts of more than 12%, with reports indicating that experienced officials have been pushed out or left voluntarily due to internal chaos.

Dudek's changes appear to be influenced by pressure from the Elon Musk-led Department of Government Efficiency, which has been focused on addressing alleged benefits fraud. However, critics argue that this focus is misplaced, with limited evidence of widespread fraud. Under Musk’s team's guidance, several longstanding policies have been altered or eliminated, including remote access to services for individuals without internet access.

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Concerns from Lawmakers and Advocates

King has been vocal about the negative impact these changes are having on Americans, particularly older residents in his home state of Maine — which has the country's oldest population. "What they're doing now is unconscionable," King told the Post. He added that many seniors have approached him with concerns about whether they'll be able to continue receiving the benefits they've paid into for decades.

The AARP has also seen a rise in calls from concerned retirees. Since early February, the organization has received more than 2,000 calls per week — double the usual number — from individuals worried about benefit delays or disruptions.

Long Wait Times and Technology Issues

Phone service issues have added to the frustration. The average wait time for Social Security's toll-free phone line has risen to more than 120 minutes, with some callers reporting wait times of four to five hours. A planned modernization of the phone system has been delayed due to administrative turnover and funding issues.

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Some changes have also made it harder for certain groups to access benefits. For example, the SSA announced that direct deposit transactions and identity verification could no longer be done over the phone; it could only be done online or in person. However, after public pushback, the SSA has announced that starting April 14, individuals applying for Disability Insurance, Medicare, or SSI will be exempt from the in-person identity proofing requirement, allowing them to complete their applications over the phone.

What's Next for Social Security

The challenges facing Social Security come at a time when the program's long-term financial stability is already under pressure. Without legislative action, the program's trust funds are projected to run out of reserves by 2034, which could result in benefit cuts.

King's warning reflects the growing urgency to address these issues. "I have people approaching me all the time in their 70s and 80s, and they're beside themselves. They don't know what's coming," he said.

Frank Bisignano, President Donald Trump's nominee to lead the SSA, recently testified during his Senate confirmation hearing. His leadership could play a key role in determining whether the agency stabilizes or continues to face disruption in the years ahead.

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