AARP Calls on SSA to Reverse In-Person Service Requirement

The Social Security Administration (SSA) has announced a significant and unexpected change requiring certain customer service requests to be handled in person, eliminating the ability for many Americans to get assistance by phone. This shift, set to take effect on March 31, could create unnecessary barriers for millions—especially older adults, people with disabilities, and rural residents who may have to travel long distances or take time off work to access basic Social Security services.

"The Social Security Administration’s abrupt decision to require in-person identity verification will create unnecessary hurdles for older Americans,” says Greg Marchildon, AARP Vermont State Director. “In Vermont, some residents must travel several hours to reach the nearest SSA office. This policy will force even more people to make these trips, adding new barriers for those who rely on Social Security, especially older adults with mobility challenges or limited transportation options.”

AARP is urging the Social Security Administration to reconsider this decision, emphasizing that such changes should be implemented with transparency and input from the people they impact most. At a time when long wait times and backlogs are already major concerns, limiting service options will only make it harder for Americans to get the help they need.

We’re calling on SSA to reverse this policy and for Congress to take action, if necessary, to protect older adults and all Americans who rely on Social Security.

What You Can Do:

• Read AARP’s full statement here.
• Catch up on the latest developments.
• Join our fight to protect Social Security. Contact your members of Congress and urge them to protect Social Security for the hardworking Americans who have earned it.