Phone ID-verification continues for Social Security applications

The Social Security Administration has done an about-face on a burdensome plan that was scheduled to begin Monday, saying it will continue to confirm applicant IDs by phone for the vast majority of people.

The decision to substantially walk back a plan to implement new in-person mandates for identify verification could have prevented millions of Ameri- cans from applying for benefits by phone.

For Sequoyah County residents, it would have been particularly worrisome and inconvenient, since there is no local Social Security office in the county. If the planned in-person ID measures had been implemented, the closest SSA office for county residents is in Poteau. There’s also a Social Security office in Fort Smith at 6801 Dallas Street. If you’re wanting to go to the Muskogee office, it’s at 2401 W. Shawnee Street.

But the restrictive plan is now on hold as the SSA performs “an anti-fraud check on all claims filed over the telephone,” with claims that have fraud risk indicators flagged for in-person verification. The agency says claiming by phone “remains a viable option” for most Americans.

According to its website, www.ssa.gov, the SSA says visiting its website is the best way to get help. For those who cannot use the website, the SSA recommends calling its national 800 number or make an appointment and visit the nearest SSA office. SSA personnel can often help you by phone, the website claims, and save you a trip to an office.

However, the Department of Government Efficiency (DOGE) says 47 SSA offices will be closed, with 26 targeted for this year.

When the prospect of requiring in-person verification seemed imminent, AARP was “taking action to ensure that all older Americans can safely access the benefits they have earned and get questions answered in the ways that are best for them.”

AARP, which advocates for more than 100 million Americans age 50 and older, has adopted an “allhands- on-deck approach,” says AARP’s John Hishta, senior vice president of campaigns.

In addition to advocating for protecting Social Security benefits, which is the primary source of income for many older Americans, AARP is also educating decision-makers on the toll customer-service cuts could have.

The SSA had originally said that by April 1, anyone applying for and receiving Social Security would no longer be permitted to confirm their identity over the phone. Instead, they would be required to complete the application process in person at a local office or online. That change was delayed until April 14 as the agency worked to allow select groups, including those applying for Social Security Disability Insurance, to still apply by phone.

With the latest decision, it may all be moot. “Asking tens of millions of Americans to jump through new hoops and prove their identity to access the customer service they have paid for is deeply unacceptable,” says Nancy LeaMond, AARP’s executive vice president and chief advocacy and engagement officer.

LeaMond also points out that such changes would result in longer wait times and challenges, especially for rural Americans who may need to drive for hours to fill out the paperwork.

“SSA needs to be transparent about its service changes and seek input from the older Americans who will be affected because any delay in Social Security caused by this change can mean real economic hardship,” LeaMond says.

AARP is also urging Congress to intervene when it comes to the cuts to phone services for Americans receiving Social Security. AARP wants Congress to “exercise its oversight authority, hold hearings and intervene before this change causes serious harm to the millions of older Americans and people with disabilities who rely on Social Security.”

AARP is also urging its members to call on Congress to keep Social Security strong, and for Social Security to “remain responsive and accountable to the Americans it has a responsibility to serve.”

“It is a matter of basic respect that people should be able to receive timely and correct answers to questions that can irrevocably impact their financial future,” LeaMond says. “We are urging Social Security to be clear on how they are going to improve customer service and make sure the phones are being answered by fully trained representatives who can accurately answer Americans’ questions.”

In response to AARP’s efforts, the SSA said in March that the agency was committed to improving customer service even as it moves to cut costs and reduce its workforce.

Amid SSA staff reductions mandated by the Trump administration, in general, and DOGE, in particular, former Social Security Commissioner Martin O’Malley has warned of a “system collapse” that could halt benefit payments. He said the DOGE changes are causing IT system outages.

In addition, the Trump administration plans to phase out payments via paper checks, which will affect almost half a million Social Security recipients. Those who want to switch to direct deposit or to receive benefits through a debit card are directed to apply online. But those who are not computer savvy then need to call, but wait times have been reported to be running into hours.

While President Trump has said he won’t touch Social Security benefits, critics claim that changes implemented by DOGE are the administration’s backdoor effort to cut payments and gut the agency.

If you’re already set up with receiving Social Security payments, you may not have to jump through all the hoops that have been suggested.

Those applying for benefits for the first time or those changing banks where direct deposits may experience those extra steps to prove your identity. If you know your way around a computer and can set up an account through the SSA website, it’s possible you’ll be able to prove your identity through the portal. If not, it may be time for a road trip.