A potential Social Security Administration policy would steer roughly 3.4 million additional people a year to local field offices for routine requests such as address changes and benefit letters, even as the agency contends with staff cuts and long appointment lines, according to public filings and advocacy groups.
What Happened: In an April regulatory filing, SSA detailed a new Security Authentication PIN, or "SAP," that expands multi‑step identity verification for telephone services. Callers would be asked to generate a one‑time PIN via their online my Social Security account and those who cannot complete the step would have to use the website or visit an office.
