Radical shift in Social Security: many in the US didn't expect it, but it was vital

The United States Social Security Administration (SSA) has made an unexpected shift in its public service policy. After announcing the elimination of several services by phone, the agency has decided to reverse course. This decision has been well received by millions of citizens who depend on phone access to manage their benefits.

Important Change at the United States SSA: This Channel Can Be Used

Initially, the SSA had planned to restrict identity verification and other procedures to online or in-person channels. The measure aimed to reduce fraud, but it caused concern among older adults, people with disabilities, and residents in rural areas. It was estimated that around 6 million people would have to travel more than 47 mi. (75 km) to reach a local office.

Amid public pressure and widespread criticism, the SSA reversed its decision. Starting April 14, 2025, beneficiaries will be able to continue carrying out procedures and identity verifications by phone, except in cases suspected of fraud. For these cases, in-person verification will be required.

Praised Change by the Government and the U.S. SSA: It Was Very Necessary

This reversal has been praised by organizations such as AARP, which represents more than 38 million older Americans. Its executive vice president, Nancy LeaMond, described the decision as "great news" and thanked the agency for "listening to millions of citizens about the real impact of these decisions on their lives."

However, some changes are kept. For example, changes to banking information for direct deposits can no longer be made by phone. Now, beneficiaries must use the "my Social Security" portal with two-factor authentication or go in person to a local office.

Pay Attention to This Important Improvement: Goodbye to Frauds

Additionally, the SSA is implementing new technologies to improve public service. One of them is the HeaRT system, based on artificial intelligence, which will allow the detection of anomalies or possible signs of fraud during phone calls.

The SSA has taken a step back in its decision to eliminate phone services, recognizing the importance of this channel for many citizens. While some restrictions remain, such as changes to banking information, the agency seeks to balance security with accessibility. The SSA is expected to continue implementing technological improvements to optimize its services.