Social Security Administration workers in New York are joining a national day of action Thursday to honor the program’s 90th anniversary.
Workers are honoring decades of aid the program provides to older Americans and to fight back against cuts to the agency. Surveys show young people’s confidence in Social Security is at a 15-year low, due in part to reports the program could be insolvent by 2034.
Jessica Sweet, claims specialist in the Albany Field Office of the Social Security Administration, who does not speak on the agency’s behalf, said workforce cuts at the agency are causing customer service gaps.
“They’re calling or they’re coming in needing help and instead of solving their issues, we’re forced to book them appointments six, eight, 10 weeks out,” Sweet explained. “Some offices are ending up with appointments double-booked.”
She added it is impossible to give people the service they have paid for their whole lives. Answer rates are low, with about one-third of callers getting a recorded message and having their calls dropped.
A Center on Budget Policy and Priorities report found downsizing by the Department of Government Efficiency has failed to accomplish its mission of streamlining Social Security’s customer service work.
A second-generation employee of the Social Security Administration, Sweet grew up around the agency with relatives before her serving more than 40 years. All she wants to do is help those who need it. While the people she helps are grateful for the work the agency does, they’re frustrated by the red tape, exacerbated by the largest service cut in Social Security’s 90-year history.
Sweet emphasized the program is vital to millions of people.
“Social Security, this is a promise made by (President Franklin D.) Roosevelt 90 years ago to the people of America,” Sweet stressed. “It is the biggest weapon against poverty, against protecting vulnerable individuals.”
She feels the agency is being run by people who care about appearances than outcomes. In reality, Sweet argued the agency is falling apart with more employees burning out. Sweet is one of many workers trying to help people do right by themselves and their families, which is why she continues to show up for work through the exhaustion, the burnout and unlimited coffee keeping her going.
Edwin is a reporter and producer in North Tonawanda, New York. He’s previously reported for the Niagara Gazette and the Ithaca Times. Edwin got an early start in radio interning for WBFO-88.7FM, NPR’s Buffalo affiliate. In 2018, he graduated from SUNY Buffalo State College with a B.A. in Journalism, and in 2022, graduated from Syracuse University with an M.S. in Communications.