Claimants wait nearly two years for hearings

By Ashley M. Casey

Staff Writer

The Syracuse field office of the Social Security Administration holds first place in a contest nobody wants to win — it’s the most backlogged SSA office in New York state.

As 10,000 baby boomers reach retirement age each day, the lines grow longer at Social Security field offices across the country. Right now, the Syracuse office has a list of 9,000 outstanding retirement supplemental security income, and disability claims. Claimants must wait an average of 621 days — nearly two years — for their cases to be heard.

In an effort to turn the tide on this massive backlog, Congress approved a $480 million budget increase for the SSA. The budget boost was included in the $1.3 trillion omnibus spending bill, which President Donald Trump signed into law back in March.

The money has not yet been distributed, but Sen. Chuck Schumer told a crowd gathered at the Cicero Senior Center on July 2 that New York state should be at the front of the line.

“I am here to demand of the Social Security Administration that they put that money for staff and equipment in Syracuse first because we have the longest wait time,” Schumer said.

Schumer said Social Security plays a vital role not just for senior citizens but for people whose disabilities prevent them from working.

“I remember the days before we had a cost-of-living increase and seniors had to get by [on a fixed income],” Schumer said. “One of the worst things that can happen is if you don’t get your Social Security check because that’s how you live, month-to-month.”

In addition to handling benefits claims, SSA offices help people replace their Social Security cards, change their addresses or names and handle Medicare benefits.

The $480 million increase to the SSA will go toward hiring more staff and upgrading technology and equipment for field offices across the country. Schumer said SSA offices have been “terribly understaffed” for years.

Since 2010, New York has seen the closing of a dozen SSA field offices. The lack of staff and outdated equipment have led to long waits on the phone and in person for frustrated claimants.

“Central New York seniors and those waiting for a hearing are tired of listening to hold music instead of speaking with a real, live human Social Security specialist,” Schumer said.

Applying for Social Security or Disability Insurance can be an arduous task, according to Diane Browning, senior advocate for the town of Cicero. As a senior herself, Browning knows firsthand what it’s like to navigate the SSA.

“To do it online is troublesome because most of your seniors don’t have a computer,” she said. “It’s hard answering the questions, filling out the applications. Sometimes they don’t understand. … Our kids have moved away. [We] don’t have neighbors to fall back on.”

In theory, seniors can get help filling out their paperwork by visiting or phoning the field office, but in practice, the system is backed up.

Last year, the Syracuse office received 22,000 phone calls but only answered about two-thirds of them. Going to the office in person to follow up on a claim isn’t much better, as the typical wait is about half an hour.

“They run into a lot of obstacles,” Browning added. “Some of them have mobility problems, and then they sit there for a while or they have to have someone take them.”

Unfortunately, Browning said, fewer volunteers are willing to provide transportation to older people because of liability issues.

“I can see it getting worse unless we get more help for the people who have the right to collect,” Browning said.

Many people cannot afford to wait the nearly two years it can take for their claim to be addressed. Ten thousand Americans died last year waiting for the SSA to issue a determination on their disability benefits.

Elaine Amory, staff attorney for Legal Services of Central New York, attested to the hardships many face while navigating the SSA. Amory said most of the Social Security cases she handles are for cancer patients waiting for post-entitlement benefits. The SSA erroneously withholds people’s benefits without giving a reason, she said.

“In the meantime, people are at risk of losing their Medicare coverage because that is tied to Social Security,” she said.

Schumer said Social Security itself is at risk as many lawmakers are looking into replacing Medicare benefits with vouchers and placing Social Security dollars into private investments.

“Not everyone in Washington is a friend to Social Security,” he said. “Some want to get rid of it and say everyone should just have a 401(k).”

Schumer warned against putting Americans’ Social Security dollars into the “risky businesses on Wall Street.”

As for the $480 million increase to the SSA budget, Schumer said $280 million will go toward upgrading technology and $100 million will be earmarked for reducing the backlog of disability claims.

Browning suggested the SSA use some of its budget increase to open satellite offices, which would lighten the load on the Syracuse field office.

Schumer said the money could be distributed by the end of the summer, but he could not provide an exact date.

Until the money reaches Syracuse, local seniors and people with disabilities still must wait, whether it’s in line or on the phone. But they don’t have to wait alone, Browning said. She encourages people to help out seniors in their community by giving them rides to appointments, helping fill out paperwork or even just sitting in on a phone call.

“Like going to the doctor’s office, it’s always better to take somebody with you because you don’t hear everything,” she said.