Americans are increasingly contacting the Social Security Administration due to concerns over benefits and new identity verification measures, exacerbated by planned staff cuts. This increase has led to a surge in call volumes and visits to field offices, causing operational strain. As anxiety grew, Social Security received 10.5 million calls in March alone, showcasing a significant spike in demand compared to previous periods. Employees indicated that many seniors fear potential disruptions in their benefits, furthering the cycle of panic and overwhelming the agency's customer support system.
"Why are they coming? They're nervous," the worker said, who was identified as Ian, stated regarding the surge in visits to Social Security offices due to anxiety over benefits.
A Social Security operations worker noted that the agency's online portal usage rose significantly, saying, "mySSA, the online portal, used to see around 2,500 users a week; now, that's up to 5,500."
Overall, the 800 number for Social Security received around 10.5 million calls in March, with the average daily calls increasing significantly from the previous year.
Under 40% of callers reached a representative in March, according to statistics, highlighting the strain on the Social Security Administration's customer support system amid increased demand.
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