By Mark Miller

(Reuters) – After a COVID-19-related 20-month closure, the Social Security Administration plans to reopen its huge national network field offices to the general public starting in January. While the reopening of the agency will provide a chance to enhance public service and offer some challenges, it also provides an opportunity for improvement.

The pandemic forced an abrupt closure by the agency last March of its network of more than 1,200 field offices, which provide assistance on retirement and Medicare claims. These offices assist with applications for Social Security Disability Insurance, (SSDI), and Supplemental Security income (SSI), which are the benefits program for people who have low-incomes or disabilities. Although the office had 43 million visitors in 2019, almost all the public service was available online since the start of the pandemic.

The agency had announced plans to allow employees to resume their offices on January 3, 2022. Managers will report to work in December. Telework will be allowed in varying levels for various jobs by the agency.

Social Security describes the phased re-entry as an “evaluation period,” and Mark Hinkle, press officer, said via email that some aspects of the shift still must be determined in negotiations with unions that represent the agency workforce – including the reopening date. The agency also will be “phasing in” its plans to allow walk-in service at the offices, beginning in January, he said. At the moment, office service can only be provided by appointment for critical, limited issues.

Agency records indicate that the processing of Social Security benefits retirement and Medicare claims was not affected by the office closure. However, there was a significant drop in 2020 for SSI benefits (down 18%) as well as disability insurance (down 10%) 

“The most serious problems are related to the drop in awards for the most vulnerable people,” said David Weaver, a former associate commissioner in Social Security’s Office of Research, Demonstration and Employment Support. “It’s people who might have less ability to get information off the internet, or easy access to information on how to contact the agency. And people seeking SSI and disability may have serious mental impairments or be homeless.”

According to Weaver, 5.5 Million more people would have received benefits if benefit payments had been maintained at the pre-pandemic level for SSDI and SSI. (https://

THE BUDGET AND LEADERSHIP CHALLENGES

The opportunity to correct the inequities through the reopening of the network field offices presents a challenge as the agency works hard to protect the public and employees as the pandemic continues.

American Federation of Government Employees (which represents over 43,000 workers across many agency functions) generally supports reopening. However, it wants to reach an agreement with the agency regarding specifics about the COVID-19 safety reopening plan.

“We are concerned that the plan is vague and full of gaps,” said Rich Couture, president of the AFGE council representing hearings and appeals office personnel and spokesman for a committee made up of six AFGE bargaining councils. “It doesn’t specify what the plan will be for occupancy rates, or how we’ll make sure that waiting rooms don’t get overwhelmed.”

Social Security states that it is adhering to the Centers for Disease Control and Prevention and federal guidelines for occupancy and physical separation. “Our offices will use signage, seating arrangements, floor markings and Plexiglass barriers to assist with distancing and occupancy requirements,” Hinkle said. It is also monitoring federal employees’ vaccination status and collecting information.

Couture said that the vaccine mandate was another problem for some AFGE members. “We have some who are very vocally opposed, some who are vocally in support and others who are silent,” he said. “Our position has been to encourage people to get vaccinated, based on the science, but we want to bargain over all aspects of the mandate and we’ve asked for more flexibility on it.”

Social Security is also waiting for a U.S. Congress decision to provide the funds necessary to service the public. Congress cut the agency’s budget by 13% in inflation-adjusted terms from 2010 to 2021 – a period when the number of Social Security beneficiaries grew by 22%. Biden’s administration asked for a 10% rise for the next fiscal year. This is a little less than what the agency needs in order to prevent rising backlogs for disability claims and longer waiting times for benefit claimants.

A second issue is that there has not been a single confirmed leader of the Social Security Administration. Andrew Saul was the ex-commissioner appointed by President Donald Trump. He was forced to resign in July after an unhappy tenure with workers at the agency. Kilolo Kijakazi (a Biden appointed appointee) has taken over as acting commissioner. He had previously been deputy commissioner for retirement policy and disability policy.

Biden’s administration is yet to nominate permanent commissioner. This would require confirmation by the U.S. Senate.

“It is important that the Biden administration nominates a commissioner and the Senate confirms the nominee,” said Weaver. “That will provide SSA with stable leadership in a difficult operational and budget environment.”

If you need to conduct business with Social Security during this transition, the agency advises that you use its website https://www.ssa.gov wherever possible or to call its national toll-free number 1-800-772-1213(1-800-772-1213) as a starting point to receive assistance.