By Mark Miller

(Reuters] – I offer both good and bad news for those who need assistance in filing Social Security or Medicare claims.

After a COVID-19 shut down that lasted two years, the sprawling network consisting of 1,200 Social Security office offices in the United States is set to reopen for business in early April. Since then, almost all government services have been unavailable via the internet, phone, or postal mail. It is now possible to obtain the assistance of millions of Americans in person.

Unfortunately, the Social Security Administration is anticipating a flurry in office visitors. Along with the pent-up demand created by the long shutdown, the agency’s national toll-free number has been experiencing problems, with some callers getting busy signals or abrupt disconnections, which an SSA spokesman confirmed. In the first weeks following reopening, the phone system issues will likely increase the demand.

The SSA is currently working to replace the staff that was lost to the pandemic. Hiring has been frozen because of the lower-than-expected operating Budget that was passed into law as part of the U.S. $1.5 trillion U.S. Government Spending Bill for 2022. The SSA budget increased by $411million to $13.3 billion, less than half the amount requested by Biden’s administration.

“Our 2022 funding level will complicate our efforts to improve services to the public, although we remain committed to doing so,” said Mark Hinkle, the agency’s press officer, via email.

To help manage the office’s crowd control, the agency is seeking retired workers. Pandemic fears will limit the amount of people who can enter the office at one time. It should also be possible to schedule appointments, provided that the telephone system works.

According to SSA data in 2019, the office served over 43 million Americans. These offices assist with Medicare and retirement claims. They also offer critical support with Social Security Disability Insurance applications (SSDI) or Supplemental Security Income, the benefit program that provides assistance for older, low-income people. 

BUDGET CRUNCCH AND BACKLOGS

While most Medicare and retirement claims were processed as normal during the shutdowns, SSDI and SSI claims systems have been clogged. Agency data shows that 974,000 claims still remained unprocessed at both the initial level and the highest level of appeal as of January 31, according to agency figures.

Those statistics point to dire circumstances for a large number of low-income and disabled Americans, notes Stacy Cloyd, director of policy and administrative advocacy for the National Organization of Social Security Claimants’ Representatives, a specialized bar association for attorneys and advocates.

“People are dying waiting for decisions, going into debt, or they’re unable to access medical care” she said.

One reason for the delay in processing applications at the state level is part of the problem. The SSA submits disabilities applications to states agencies. They make the medical determinations about eligibility. According to data from agencies, Florida had the largest backlog with 92,525 cases still awaiting resolution at January’s end. Texas, California and New York had similar backlogs. 

The SSA funds these state-level determinations, so the agency’s broader budget crunch has played a role in the backlogs, according to Cloyd.

Social Security Survivor Benefits https:// Another issue is Social Security. While many Americans don’t know it, Social Security pays benefits benefits to children of employees who die. The agency also provides https:// benefits to widows or widowers over 60 years old, as well as benefits in certain circumstances. Survivor claims for children have not risen at a pace that reflects the number of deaths due to COVID-19 among parents; advocates worry this is due to the difficulty of getting help from the agency during the shutdown.

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The SSA and unions representing the agency’s nearly 60,000 workers have been negotiating terms of the reopening since last fall. Representatives of labor claim that there is no detailed plan in place to handle the anticipated influx of people.

“People have been waiting on the phone for hours trying to get through,” said Angela Digeronimo, regional vice president of Council 220 NY Region of the American Federation of Government Employees, one of three unions representing SSA workers. “Trading that for waiting three or four hours in an office waiting room or outside an office is no solution at all.”

Although the unions agreed to the office’s reopening date, they are still pressing the agency for bargaining over many issues concerning the safety and health of the workers and the general public.

Hinkle stated that the website of the agency is still the best choice for routine business. He said that the national 800 number (800-772-1213) is less busy during the morning and evening, as well as later in the month. 

The worst is yet to come for beneficiary advocates when the agency’s doors open. “I’m worried that instead of access being restored, we’re going to see a dumpster fire,” said Rebecca Vallas, a senior fellow at the Century Foundation and an expert on disability. 

What does the agency think will happen?

“Our employees are dedicated to serving the public and are up to the job at hand,” the SSA’s Hinkle said. “Our message to the public is to first use our online services to conduct business with the agency, call us for help if they cannot complete their business online, and schedule appointments in advance.”

These opinions are the views of the columnist at Reuters.