Retirement Social Security

Social Security Workers Say It'll Take $3 Billion and 20,000 Hires to Fix Long Waits

Social Security union workers are calling on Congress to reduce long waits.

By Paige Cerulli , Edited by Laura Hohenstein

Updated Aug. 27, 2026

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Millions of Americans depend on Social Security senior benefits, but accessing local help for those benefits may be increasingly difficult for some. The Social Security Administration (SSA)'s union has called on Congress to solve the agency's current funding and staffing problems. Such issues contribute to customer service problems and the creation of "ghost offices," which are field offices that lack adequate staffing and are effectively closed.

The request highlights some of the challenges that retirees may encounter if they need help with their benefits, and it's a topic that any Social Security beneficiary may want to watch closely.

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The SSA union's funding and staffing demands

SSA union workers requested that the SSA add 20,000 more employees and expand the budget, requests intended to allow the agency to better serve Social Security beneficiaries.

The American Federation of Government Employees (AFGE) asked Congress to restore approximately $3 billion in SSA funding that the agency lost to budget cuts. The AFGE also asked Congress to increase the SSA workforce by 40%.

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What happened to the SSA's funding and workforce

The union reports that the SSA's administrative budget has fallen steeply since 2017. In 2017, the budget was 1.2% of benefit outlays, but it's currently 0.86%. The decline equals an annual loss of $3 billion in operating revenue. According to the union, the SSA is currently deeply underfunded.

During President Trump's second term, SSA staffing has also declined by 14%. In January 2025, the SSA's staffing was 57,384, but by June 2026, it had fallen to 49,439 employees, reports the U.S. Office of Personnel Management.

Recent changes at the SSA

The Department of Government Efficiency (DOGE) oversaw numerous SSA changes, including job cuts and policy changes. For example, the SSA started to increasingly direct beneficiaries to access help through the SSA's website.

Commissioner Frank Bisignano was confirmed by the Senate in May 2025, and under his leadership, the SSA has continued to implement and promote technology upgrades to improve the customer service experience.

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How staffing cutbacks have affected local SSA offices

Though the SSA has kept all of its 1,200 field offices open, the staffing cutbacks have taken a toll. Critics refer to some of the offices as "ghost offices," noting they're so understaffed that they're effectively closed.

The Social Security Office Closings and Emergencies website identifies offices with closures or service restrictions. As of the writing of this article, nine offices were listed as having restrictions, such as only offering service by phone or only offering service via appointment. According to the website, local offices may limit service because of "construction, inability to permit people to wait outside the office, or other reasons." Some offices may also be closed to the public.

Such office closures may be a significant barrier for beneficiaries. Some people may be forced to travel longer distances to receive in-person help at another office. Others might try to get answers to their questions online, and that might not be practical for beneficiaries who have complicated situations or questions.

How staffing cutbacks have phone hold times and processing

In 2025, Senator Elizabeth Warren expressed concern about the SSA's 800 number performance in light of the reduced staffing, and the SSA produced a report on the number's performance. According to the report, the agency's phone service improved during fiscal year 2025.

However, lawmakers have heard from constituents who experienced long phone wait times and varying quality of service that depends on when they call. In response, Bisignano stated that the SSA has increased staff availability to handle calls during certain hours.

In June 2026, Bisignano told Congress that the phone line's average speed of answer was under five minutes in May; that marks an 89% reduction from the agency's all-time high of 42 minutes, which occurred in fiscal year 2024. Bisignano stated that the SSA answers 90% of 800 number calls.

The conflicting views on SSA staffing

Though the SSA union emphasizes the need for increased staffing, Bisignano has a different view. During a June joint hearing held by the House Ways and Means Committee's subcommittees on Social Security and Work & Welfare, Bisignano stated, "What I think, in fact, is we have the right amount of staff in the right places."

Kathleen Romig, director of Social Security and disability policy at the Center on Budget and Policy Priorities, called the SSA union's requests "long shots at best," noting that SSA's leadership hasn't requested funding or staffing increases. "Congress seldom provides more than agencies request," said Romig. "Usually it's the opposite."

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Bottom line

If you plan to visit your local Social Security office, it's a good idea to call the office first or check www.ssa.gov/agency/emergency/ to verify the office is open and operating during its normal hours. You may also call 800-772-1213 between 8:00 am and 7:00 pm local time, Monday through Friday. According to the SSA website, wait times are often shorter in the morning, later in the week, and later in the month, so you may want to strategically time your call.

You may also access your information through your my Social Security account. You may use the website to perform certain actions, like changing your address or printing your tax forms. The website also features tools you may use to estimate benefits you might receive at different ages so you may create your retirement plan.

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