Recent Developments in Social Security Services
The SSA pays benefits to over 70 million people, so any changes to policy or increase in wait times will be felt by millions of people. Recently, the SSA has touted the online services and their phone self-service functions, which has saved the public over 34 million hours in wait time.
According to the SSA, the push toward online services or self-service over the phone has reduce average wait times as follows:
- Online services: Save customers 27 million hours
- National 1-800 number: Saves customers 12 million hours
- Field offices: Saves customers 4 million hours
Ongoing issues with speaking to a live SSA representative
However, the numbers presented by the SSA do not tell the whole story. Many services cannot be accomplished via the SSA online portal or by phone self-service options. Like dealing with an internet provider or electrical utility, many people need to speak to a human being to resolve their issue. Contrary to the SSA’s reported statistics, people are reporting hours-long wait times to speak to a live representative.
In addition, Social Security recently allocated 4% of staff to answer incoming calls to the 1-800 number. While this short-term allocation of resources might have reduced the wait time for the national number, it also took away the resources of the local offices. Critics also point out that the call-back option is artificially reducing the average wait time to speak to a live representative, and since the SSA is no longer reporting metrics regarding wait times to speak to a live human being, there is no way to tell whether the increased hold times that many Americans are experiencing is common across the agency.
Impact of new technology on service capacity
As the SSA makes improvements to the My SSA online services, a greater portion of interactions with the agency are taking place over the internet, rather than in person or over the phone.
While many services can be accomplished more quickly online (change of address, ordering a new Social Security card, etc), many SSA services related to the disability program still require speaking to a representative. For example, when a disability claim is approved, the SSA must first determine whether a public benefits offset applies before releasing the award. This involves collecting information or documents from the claimant, such as the California State Disability (SDI) exhaustion notice or the workers’ compensation compromise and release.
To gather this information, the SSA will generate a letter or form questionnaire asking the disability beneficiary to provide proof of the status of their other public benefits. After the beneficiary submits this information, they often need to follow up with the field office to make sure the forms were received, and to see if the SSA needs any additional information in order to process and release their lump sum payment and trigger the ongoing monthly benefit. Because the public benefits offset is a complex matter, it often requires speaking with a live representative in order to resolve the issue. For disability claimants who have waited months, and even years, for a claim to resolve, additional waiting times to speak to a SSA representative on critical issues are especially burdensome.
Factors that may contribute to increased wait times
Wait times at Social Security offices have been steadily increasing due to a range of factors, including rising demand for retirement and disability benefits. In 2025, baby boomers range in age from 61 to 79, with the youngest approaching early retirement eligibility. As this large generation ages, more individuals are turning to the Social Security Administration to apply for retirement, survivor, and disability benefits.
Staff reductions at the SSA may also impact wait times. As of July 2025, 4,600 workers have left the agency. This may lead to fewer staff available to answer the more complex questions over the phone and to meet the public in person at Social Security field offices.
How Are the Disability Program Wait Times Impacted?
The SSA is reporting that disability wait times are down at the initial claims level, with an average wait time of 220 days as of July 2025.
Are disability reconsideration wait times going up?
In Social Security disability cases, if your initial claim for disability is denied, you must file a first appeal called a Request for Reconsideration. This step is mandatory before filing a request for a hearing before an administrative law judge, where more claims for disability are decided favorably.
The SSA has not reported on the statistical wait times at the reconsideration stage. The most recent publicly available wait times statistics as reported by SSA are for the year 2023, at which time the average wait times were seven months.
Anecdotally, the wait times at the reconsideration stage have gone up dramatically in the last year. Many of our firm’s clients are waiting 10–2 months, or longer, for the SSA to make a determination on the appeal. When we ask for an explanation for the cause of the delay, we are informed by Social Security field office personnel that there is a massive backlog at the Disability Determination Services (DDS), the state agency contractor that makes redeterminations on the issue of disability at the reconsideration stage. There are apparently not enough DDS adjudicators to handle all the reconsideration cases, and it is taking many months for an appeal to be assigned to a new adjudicator who did not make a decision on the initial determination, which is a requirement on the first appeal.
We will continue to monitor these developments so that we can provide updated and accurate information to our clients, who need accurate information about wait times in order to prepare for the length of the disability process.
Are disability hearing wait times going up?
According to the SSA, the current average wait times for a disability hearing sits at 285 days nationally.
The SSA has stated that it aims to reduce the wait time for a hearing to 270 days. The decrease in wait times at the hearing level have been attributed to the availability of remote phone and video options. As you can see in the chart below, the majority of disability claimants are electing to conduct their hearing over the telephone or via Microsoft Teams.
In the Bay Area, these are the average wait times by specific OHO (Office of Hearings Operations) as of July 2025:
- San Jose: 9 months
- Oakland: 8 months
- San Francisco: 9 months
- San Rafael: 9 months
- Stockton: 9 months
- Sacramento: 9 months
Because many of our clients are approved at the hearing level, we are encouraged by some of the changes to the hearing process that have sped up the wait times since the start of the pandemic. However, the ongoing and increasing wait times at the initial and especially reconsideration stages have put significant financial strain on our clients, who are waiting for 2–2.5 years for their case to be approved by an administrative law judge.
Ongoing and Future Challenges
Looking ahead, the Social Security Administration faces significant challenges as demand for its services continues to grow. As the baby boomer population ages from early retirement age to full retirement age, more and more people are relying on the SSA for important tasks such as filing for retirement or disability. At the same time, staffing shortages and budget constraints limit the agency’s capacity to provide timely assistance.
While digital tools have improved access for routine inquiries, many complex cases still require direct human support, putting additional strain on limited resources. Without substantial investment in personnel and modernization efforts, wait times for phone support, in-person appointments, and disability hearings are likely to increase, potentially delaying critical benefits for millions of Americans.
Confused about Social Security disability timelines or how delays might affect your case? Our team at LaPorte Law Firm is ready to listen and guide you with care and clarity. Contact us today to get the answers you need.
FAQS
Multiple systemic issues are contributing to increased wait times. These include long-term staffing shortages, outdated tech infrastructure, security-driven policy shifts (e.g., mandatory identity verification for those who cannot use the SSA website), and limited funding for the agency.
Longer wait times directly delay critical benefits for millions, including Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI) claimants. Applicants may experience months or years-long processing times, delayed hearings, or limited access to in-person support, impacting financial stability, medical coverage, and daily well-being.
Yes. Geographic disparities exist due to DDS backlogs and differences in the wait times at local hearing offices. Some areas, particularly rural or low-income urban zones, may face significantly longer delays for service in person at SSA field offices. For example, areas that only have a single field office servicing a large geographic area, or areas with limited judges to handle incoming hearings, typically experience longer wait times.
The SSA has introduced automation, improved its 1-800 number system, and expanded digital services such as the My Social Security portal. They have also reassigned staff to handle peak service areas and launched callback features. However, these steps are incremental and not a full substitute for restoring adequate staffing and funding.
Applicants can help avoid added delays by submitting complete, accurate documentation and checking the status of their claims online through their My Social Security account.
