Social Security in turmoil as 7,100 workers are laid off, performance metrics are scrapped, and disability claims decline
A rapid series of administrative, staffing and policy changes at the Social Security Administration during the early months of the second Trump administration has made it harder for Americans to secure disability benefits, according to social work researchers who studied the agency’s operations. The changes included a cut of more than 7,100 jobs, or over 13% of the workforce, the closure of six of 10 regional offices, a shift toward online services, and greater use of automation and artificial intelligence in public phone systems.
The article says some policies changed and then changed back, including a March 2025 announcement that phone applications for benefits would be eliminated, followed by a reversal a month later. In June 2025, the agency also removed customer service metrics such as phone wait times and disability claim processing times from its website, limiting public visibility into performance and delays.
Researchers interviewed 52 benefits advocates, including lawyers, social workers and disability specialists at 32 nonprofit organizations that collectively assist more than 8,000 people each year. Their findings, published in March 2026 with two national disability advocacy groups, suggest that access to disability benefits has become more difficult even though eligibility rules for Supplemental Security Income and Social Security Disability Insurance were not formally changed.
The Social Security Administration administers disability benefits to about 16 million people. SSI supports low-income older adults and disabled people under age 65, while SSDI provides benefits to workers who qualify through their past earnings. Applicants must meet a strict federal disability standard that considers health, work history, education and age.
Advocates reported long phone waits, calls routed to the wrong offices, unhelpful AI chatbots and the reassignment of experienced staff to other duties. Some field offices increasingly required appointments and turned away walk-ins, while making appointments by phone became harder. As of May 2026, 10 offices in nine states were either appointment-only or closed to the public.
The shift to online services also created barriers for people who lack reliable internet access, housing stability or digital skills. Advocates said immigrants and families in immigrant communities feared visiting Social Security offices after reports that some agency workers had been asked to share appointment data with immigration authorities.
Researchers said staffing shortages have left claims stuck for months or years, and in some cases terminally ill applicants died before receiving benefits they were eligible for. The article concludes that the agency needs enough staff to process claims and appeals quickly, while protecting privacy and accessibility for all applicants.
