Currently, calls made to local Social Security offices are routed to other field offices, where the staff taking the call have no jurisdiction over the case, as reported by employees and recently. This new routing practice is especially troublesome for those with issues related to paper checks. Here is an overview of what is going on, why it matters, and what callers can expect when they turn to Social Security.
New phone routing system: All calls centralized through offices
In 2025, the Social Security Administration will begin implementing centralized phone routing focused on improving the efficiency of call handling at time of high staffing and calling levels. When beneficiaries call the local field office, their call is often automatically routed through a national call center or will get transferred to some distance away from where their local SSA field office is located.
SSA per internal reports has reassigned around 1,000 field office employees to telephone service roles specifically to handle these calls. This is designed to increase fairness in workload distribution and thus reduce hold time for callers. However, it means that callers are often not being routed to staff knowledgeable in local office policy or with direct access to information about their case.
Souring for callers seeking paper checks
The problem exacerbates for check recipients, as it issues primarily for seniors and some groups that depend on the timely mailing of benefits. Common issues of inquiring callers include delayed or stolen checks, some lost payments, or even changing addresses over which checks are distributed.
For juvenile check issues, the primary sense of locality involves address confirmation and stop payment issuance. The problem arises when a caller is then directed toward a member of staff who does not really have a jurisdiction over that type of issue. This case is further compounded since agents often do not have direct access to local records or case history and thus cannot resolve the problem with a quick action but pass the case back to the appropriate field office for delays.
Frustrations and delays in service
To employees, this current phone routing structure is pretty much a “hot potato” system because calls are constantly passed and rerouted, resetting the wait time all over again for the caller. Some technical complaint cases are as follows:
- Be bounced between multiple offices
- Inconsistent or generic advice from agents familiar with the local context.
- Much longer overall call times due to multiple transfers and repeatedly returning to information verification.
- Staff from remote offices having limited ability to update or correct issues directly with callers.
These delays cause the greatest devastation for paper check recipients, who experience the most severe financial insecurity if payments are delayed.
Who will be affected most?
- Older beneficiaries: Many depend solely on telephone assistance and have difficulty going through the complicated process of being transferred from one line to another.
- Residents of rural areas: Since personal office transactions are few and in-person visits are rare, receiving calls become necessary to manage their benefits.
- Non-English speakers: They depend on agents with language skills often centralized in one or two offices; rerouting can actually hinder access to appropriate help.
Broader SSA service challenges
This rerouting of the phone occurs during broad service issues affecting SSA, including reducing field employees by 1,200+, increasing security measures for which some transactions by phone require online identity verification, compounding frustrations for callers, as many critics say the service has been degraded and delays in processing benefits have lengthened .
The SSA intends to modernize and streamline the service-for customers through phone and online channels, as well as in-person visits. However, the new system transition seems to have created considerable friction, especially in those cases which require high-touch like paper check.
What callers can do
In the meantime, while SSA has implemented reforms into the system, callers currently having issues with paper checks should:
- Document their local field office phone number and escalate matters to local supervisors as necessary.
- Keep copies of previous correspondences, check stubs, as well as any reference numbers, so as to provide a clear background context for the case.
- Consider signing up, if not yet registered, for an online “my Social Security” account to perform–at least in part–some address or payment updates digitally from here onwards.
- Be patient but persistent, and politely ask for confirmation or supervisor review if initial agents cannot resolve the issue.
The SSA has admitted that rerouted calls add to the complication of its existing response capacity. Thus far, the agency is looking to see if certain information flow improvements will lessen transfer for callers. Enhanced transfer protocols carrying full caller details, remote agent training on jurisdictional specifics, and specialized paper check teams are possible improvements.
For now, those calling about paper checks should be prepared to accept that the person who answers their call may not have direct authority over their case and, in fact, may delay the resolution process.
