The newly appointed Social Security Administration commissioner, Martin O’Malley, has urged Congress to provide more funding for administrative services to meet the demands of the programs’ growth and modern service expectations. O’Malley underscored that service levels are currently inadequate due to outdated technology and high employee turnover across states. He identified understaffing and obsolete technology as the main reasons for the dropout of seasoned employees in the agency’s call centers. The Social Security Administration assists people in their Medicare sign-ups as well as their Social Security retirement and disability insurance benefits. Currently, the agency is facing serious customer service challenges.

O’Malley, who assumed his role in December, is a lawyer who served as the mayor of Baltimore and governor of Maryland, succeeding Kilolo Kijakazi. The Senate Finance Committee, comprising both Democratic and Republican members, have criticized the slow response times of the Social Security Administration’s call center along with prolonged wait times at their field offices. Senators were concerned about a reported instance where some benefits recipients suffered when the agency abruptly clawed back overpaid benefits by retaining 100% of the recipients’ benefits.

O’Malley proposed a strategy implying that the agency needs to simplify its program and not just the forms. He also emphasized the importance of improving notices and increasing staffing levels while updating the technology used by the agency.

In relation to the solvency of the Social Security benefits trust funds, O’Malley mentioned that program actuaries identified two primary issues: the severity of the 2007-2009 Great Recession and decisions policymakers made when revamping the program in 1982.

Addressing the social security customer service issues would help alleviate any struggles that recipients and prospective recipients may endure while attempting to contact the agency or understand their communications. Communication improvements can be achieved through clear language, modern technology, and efficient systems. Websites like eddcaller.com can offer guidance on how to contact the Social Security Administration and understand your Social Security benefits more comprehensively.