The Social Security provisions in the proposed bill would allocate an additional $50 million to enhance customer service at the agency until the end of fiscal year 2026, as reported by AARP.
This funding is part of a broader spending package aimed at supporting various federal agencies whose budgets are set to expire on Jan. 30.
Broader bill, modest increase
The Social Security Administration’s budget is set to increase to $14.84 billion, representing a 3.8% rise from its current level of $14.3 billion.
However, only a small portion, less than 1%, of the budget increase will be dedicated to customer service, according to Kathleen Romig from the Center on Budget and Policy Priorities (CBPP).
Romig expressed concerns about the long-standing underfunding of the agency, noting that inflation-adjusted spending on customer service has declined by 21.2% from 2010 to 2025 while the number of beneficiaries has increased by 26%.
The bill also includes $500 million to bolster efforts to combat waste and fraud within the SSA, primarily focusing on reviewing the eligibility of disability beneficiaries.
Staffing pressures highlighted
Lawmakers highlighted staffing cuts at field offices, processing centers, and the SSA’s national customer service helpline in their statement.
In 2025, the agency saw a reduction of over 6,000 employees, with approximately 1,000 field office workers reassigned to handle incoming calls.
While average call wait times decreased to 12 minutes in December 2025 from 35 minutes a year prior, concerns remain about the lengthy wait times for callback requests.
An analysis by the Strategic Organizing Center revealed a 9% reduction in the SSA’s field office workforce nationwide last year.
Although the legislation does not specify how the additional customer service funds should be utilized, lawmakers emphasized the importance of increasing frontline staff numbers.
Concerns over access
The SSA currently operates over 1,200 field offices offering claims assistance, benefit inquiries, and personal information updates.
While there have been no official announcements regarding office closures, the agency aims to reduce in-person visits by half in fiscal year 2026 to prioritize online services, according to AARP.
Despite the shift towards online services, many individuals, particularly seniors and people with disabilities, rely on in-person assistance due to limited technological capabilities.
Since January 2025, most in-person services require scheduled appointments, leading to wait times of over four weeks for phone or office appointments for retirement or survivor benefit seekers as of August 2025, according to SSA data shared with Congress.
If appointment slots are fully booked, individuals are instructed to check back for available slots, noted Stacy Cloyd, a staff attorney at Legal Aid DC.