Warren, Wyden Press Social Security Commissioner on Broken Staffing Promises
After gutting the Social Security workforce, Bisignano drained understaffed field offices to hastily address DOGE-created phone line problems.
“Your efforts to address the [phone] wait times…will almost certainly result in a terrible tradeoff, with longer wait times for in-person services, ‘robbing Peter to pay Paul.’”
Washington, D.C. – U.S. Senators Elizabeth Warren (D-Mass.) and Ron Wyden (D-Ore.), Ranking Member of the Senate Finance Committee, sent a letter to President Trump’s Social Security Commissioner, Frank Bisignano, demanding answers to reports that the Social Security Administration (SSA) is reassigning thousands of field office employees to staff a “pilot” phone program aimed at reducing hours-long phone wait times. After gutting the agency’s workforce, this move will further drain field offices, creating even more difficulties for Social Security recipients attempting to get in-person support.
“This appears to be yet another indicator that you have broken the promise you made under oath to adequately staff the SSA — and just the latest of the Trump Administration’s DOGE-influenced actions that make it harder for Americans to access the Social Security benefits they have earned,” wrote the senators.
Social Security has faced a customer service crisis since DOGE — initially led by the President’s then-close ally, Elon Musk — slashed the SSA workforce, closed offices, tampered with the phone service and website, and implemented burdensome new requirements that have degraded the Social Security program. The senators have previously written to SSA for answers on the various ways DOGE has taken a wrecking ball to the SSA — and how its efforts are effectively blocking people from accessing their earned Social Security benefits.
Instead of legitimately addressing these problems and reversing the cuts to the SSA workforce, it appears SSA is attempting to cover up its mess by shifting employees around for this new phone “pilot” program. The program will increase staff answering calls to the 1-800 number by reassigning frontline customer service representatives who directly assist recipients visiting offices. This will leave field offices short-staffed, and force backroom employees typically responsible for processing claims to take on in-person customer service tasks.
“In a best-case scenario, your efforts to address the 1-800 wait times — even if they are successful — will almost certainly result in a terrible tradeoff, with longer wait times for in-person services, ‘robbing Peter to pay Paul,’” wrote the senators.
The senators requested additional information about the degradation of SSA services under President Trump, SSA’s decision to reassign employees in the wake of these problems, and what steps SSA will take to reduce the staffing shortages and improve service.
Senate Dems’ Social Security War Room is a coordinated effort to fight back against the Trump administration’s attack on Americans’ Social Security. The War Room coordinates messaging across the Senate Democratic Caucus and external stakeholders; encourages grassroots engagement by providing opportunities for Americans to share what Social Security means to them; and educates Senate staff, the American public, and stakeholders about Republicans’ agenda and their continued cuts to Americans’ Social Security services and benefits.
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