06/16/2026
SSA Commissioner Questioned About Agency’s Deteriorating Staffing Levels and Long Wait Times
During a joint hearing between two House Ways and Means Subcommittees Wednesday, Democrats grilled Commissioner Frank Bisignano about the SSA’s long callback times, field office closures and staff shortages.
Throughout his testimony, Bisignano painted a rosy picture of how the Social Security Administration has improved under his leadership, insisting that call wait times are as low as 10 minutes and that the agency is “meeting people where they are.”
Several lawmakers challenged that assertion, including Rep. Steven Horsford (NV) and Committee Chairman Don Davis (IL), who mentioned that constituents in their districts report issues getting in contact with SSA employees when they call the agency’s 800 number or try to visit field offices in person.
Rep. Gwen Moore (WI) cited a Social Security Inspector General’s report suggesting the overall time it takes for callers to be connected with an SSA employee actually averages between 46 minutes and two hours. Rep. Judy Chu (CA) urged Bisignano to resume publishing true wait time metrics on the SSA website, which was done during the Biden Administration.
Rep. Don Beyer (VA) asked Bisignano whether shifting SSA workers to answering the agency’s 800 number actually yielded better results. Bisignano could not explain how staff reassignments were more efficient or improved customer service quality. He also would not sign on to making wealthy Americans pay their fair share into Social Security when Rep. John Larson (CT) asked if he supports the idea.
This week, new reports emerged confirming the damage done by the Administration and the Department of Government Efficiency’s (DOGE) mass SSA staffing cuts implemented early last year.
“Older Americans earned their Social Security through a lifetime of hard work. They shouldn’t have to worry about getting access to their benefits or receiving timely customer service assistance because of low staffing levels,” said Joseph Peters, Jr., Secretary-Treasurer of the Alliance. “We urge Commissioner Bisignano to fully staff SSA and keep every field office open for business.”