Social Security Administration to cut its phone support

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An internal memo from the Social Security Administration suggests changes to its phone service that could disrupt the benefits application process for many Americans.Why it matters: The Trump administration has repeatedly stated that it does not intend to make major changes to Social Security, aside from addressing fraud and waste. However, former agency officials tell Axios that these proposed changes could further burden a system already facing delays and staff reductions.The latest: Axios obtained a draft of the memo, signed by acting deputy Social Security commissioner for operations Doris Diaz on March 13. It was written on behalf of the agency's operations department. Popular.Info first reported the memo’s existence, publishing screenshots of a later version sent to acting commissioner Leland Dudek that same day.Context: The memo was sent just one day after the agency released a statement denying a report that it was eliminating its toll-free phone line. At the time, the agency claimed that the only change would be restricting people from updating their bank account information over the phone.However, the new memo outlines additional limitations on what can be done by phone. Under the proposed changes, phone services would still be available for those making general inquiries that do not require identity verification. The draft viewed by Axios noted that these restrictions would be "significant" for people living in rural areas.Zoom in: The memo primarily focuses on identity verification. Currently, if someone is unable to verify their identity through the online system, they can complete the process over the phone. The March 13 memo proposes ending this option and suggests addressing "fraud risk" by requiring applicants who cannot verify online to do so in person at local field offices.According to a former Social Security Administration official who left the agency because of the memo, the proposed changes were developed at the request of DOGE staff.