Starting April 14, 2025, the Social Security Administration (SSA) will implement a significant policy change allowing individuals applying for Supplemental Security Income (SSI) to complete their applications entirely over the phone without needing to visit a Social Security office. This update aims to reduce barriers and improve access for vulnerable populations, such as older adults, people with disabilities, and those with limited transportation or internet access.
Under the updated policy, applicants for SSI, Medicare, and Social Security Disability Insurance (SSDI) who cannot use their my Social Security accounts will be exempt from in-person identity proofing. Instead, they can complete their claims entirely via telephone. This change comes after widespread criticism of earlier plans to restrict phone-based applications and require in-person verification for most benefit types126.
The SSA has also introduced enhanced fraud prevention measures for telephone claims. These tools analyze patterns and anomalies to detect suspicious activity. Claims flagged for fraud risk will still require in-person identity proofing at a local SSA office26. Acting Commissioner Lee Dudek emphasized that these updates balance improved accessibility with strengthened security measures12.
The decision to expand telephone services reflects the SSA’s commitment to addressing concerns raised by advocacy groups and lawmakers. Earlier plans to limit phone applications were criticized for disproportionately affecting vulnerable populations, including seniors, disabled individuals, and rural residents who face challenges accessing SSA offices or navigating online systems368.
Nancy LeaMond of AARP praised the reversal, stating that it would provide better access to benefits for millions of Americans who rely on phone services. Advocacy groups had warned that restricting phone applications would lead to increased foot traffic at field offices, longer wait times, and economic hardships for those unable to travel or use digital platforms68.
The SSA has invested $16.5 million in modernizing its telephone services nationwide to support this transition. Surge capacity measures are being implemented to handle increased demand starting April 142. These updates align with broader efforts by the administration to enhance customer service while safeguarding taxpayer resources.
The policy change marks an important step in modernizing Social Security services while addressing accessibility concerns. By allowing SSI applications over the phone, the SSA aims to streamline processes and reduce barriers for individuals who need support the most. However, critics continue to urge transparency and gradual implementation of service changes to minimize disruptions for beneficiaries68.
