Millions Lose SSA Walk-In Access as Seniors Plead for Real Help

The Social Security Administration (SSA) plans to cut office visits by half starting next year, raising concern among Korean American seniors who are not familiar with online systems. Many say the agency’s digital shift is becoming a barrier rather than a pathway to service.

The SSA recently stated in an internal memo that it will limit in-person visits to fewer than 15 million a year beginning next year. This is about half of the 31.6 million visits for Fiscal Year 2025 (October 1, 2024–September 30, 2025).

SSA spokesperson Barton Mackey said the agency aims to “serve more residents at a faster pace,” explaining that more people are turning to online and phone-based services as technology improves.

However, critics point out that many SSA users are seniors. Jin Kim (71) of Koreatown LA said, “Many seniors are not used to going online, and it is not easy to learn now. When something goes wrong, we go to the SSA office in person. Even now appointments are hard to get and wait times are long, so it is alarming that in-person service will shrink further.”

Bomsook Lee (70) said the government’s emphasis on efficiency “feels like a policy that does not consider vulnerable groups,” adding that an online-only system is “too heavy a burden” for seniors like her.

This year, the SSA laid off about 7,000 employees, and some local offices have closed or now operate with phone consultations only. Several suburban offices have shut down due to staffing shortages.

Jessica LaPointe, president of the American Federation of Government Employees (AFGE), said SSA field offices directly affect community quality of life, stressing that “people who cannot use online services must be able to get help at the office.”

Chris Delaney, an AFGE union member, said the SSA’s visitor-reduction goal “does not match reality.” He said 30–60 residents still walk in daily with Social Security questions, and the number of older adults dependent on SSA income continues to rise.

A major challenge is SSA’s online identity-verification requirement announced last March, which has become an obstacle for seniors unfamiliar with smartphones or email. Since last October, paper Social Security checks have been fully discontinued, and beneficiaries must use direct deposit or prepaid cards.

Delaney said many residents fail online identity verification, noting, “Just because someone has a cellphone does not mean they can create an online account.”

The SSA also set a goal of processing all appointment requests within 30 days starting next year. Currently, only about 78% of requests are handled within that period.

A poll by the NORC Center for Public Affairs Research conducted last January found that two out of three SSA users believe the federal government spends too little on Social Security programs.

BY HANKIL KANG [kang.hankil@koreadaily.com]