The Social Security Administration (SSA) will continue accepting all types of claims by phone after Monday, reversing a previously announced plan that would have ended phone-based access for certain benefits.
This decision comes in response to concerns raised by community backlash, including AARP Hawaii, regarding the impact this change would have on residents in rural and neighbor island communities.
Keali‘i Lopez, the state director of AARP Hawaii, expressed relief over the decision, highlighting that many local residents rely on phone services to file their Social Security claims.
She pointed out that kupuna and others living in remote areas have grown accustomed to the convenience of phone access, which often spares them from long drives to in-person SSA offices.
Initially, the agency announced in February that it would eliminate certain phone services while cutting 7,000 jobs and consolidating its ten regional offices down to four.
AARP voiced concerns that these cuts would make it challenging for Hawaii residents to access essential services, particularly for those with limited mobility or transportation options.
While AARP welcomed the decision to maintain phone access, Lopez noted that the organization is still advocating for broader improvements.
Long wait times—sometimes reaching up to 2-1/2 hours—coupled with inconsistent service remain major issues.
Lopez pointed to recent outages on the SSA’s website, including a full-day crash on March 31, as indications that the system requires urgent investment.
AARP has urged Congress to hold the SSA accountable while ensuring the agency has adequate resources to hire and train staff.
Staffing shortages and high demand have resulted in delays that can significantly affect residents seeking retirement, disability, Medicare, or Supplemental Security Income benefits.
As of now, it remains unclear whether the SSA will reverse the staffing cuts it announced earlier this year.
Lopez reaffirmed that AARP’s focus is on ensuring the agency maintains enough trained employees to meet public demand and enhance service quality.
Even with phone services remaining available, she emphasized that AARP will persist in advocating for shorter wait times and improved customer service across the board.
In addition to service delivery concerns, AARP is raising alarms about Social Security’s long-term solvency.
Lopez highlighted that the organization is pressing Congress to act before automatic benefit reductions are triggered.
Current projections estimate that without congressional intervention, monthly benefits could be cut by about 20% as soon as 2034 or 2035.
She stressed that the longer lawmakers delay, the more disruptive the cuts are likely to be.
AARP wants Congress to act before the projected shortfall occurs—rather than the year leading up to it.
Although there are no Hawaii-specific impacts connected to the solvency issue yet, Lopez indicated that national policy changes, such as the elimination of taxes on Social Security benefits, could influence how quickly reserves are depleted.
According to the AARP Public Policy Institute, Social Security serves as a vital lifeline for Hawaii residents and significantly contributes to the state’s economy.
In 2022, over 282,000 people in Hawaii—more than one in five residents—received benefits, injecting over $4.8 billion annually into the local economy.
These payments not only support individuals but also drive business activity and job creation.
The majority of beneficiaries in Hawaii—approximately 225,000 people, or nearly 80%—are retired workers.
Another 7.1% receive disability benefits, while spousal, survivor, and child beneficiaries account for the remaining 13%.
Data from AARP illustrates that the program plays a crucial role in preventing poverty among seniors.
Between 2018 and 2020, Social Security lifted an estimated 52,000 Hawaii residents aged 65 and older out of poverty.
Without these benefits, more than a quarter of local seniors would fall below the poverty line; once benefits are considered, that figure decreases to just 8.5%.
For many residents, Social Security is more than just a safety net—it serves as their primary source of income.
Approximately 30% of Hawaii residents aged 65 and older depend on it for at least half of their income, while 13% rely on it for over 90%.
This reliance is notably higher among Black residents in the same age group, with 23% relying on Social Security for the vast majority of their income, compared to 14% of white residents.
In 2022, the average monthly benefit in Hawaii was $1,539 for retired workers and $1,315 for those receiving disability payments—both slightly exceeding the national average according to AARP.
AARP Hawaii has committed to continuing its advocacy for policies that ensure the long-term stability of Social Security and improve the quality of service for residents who rely on the program.
image source from：https://www.thegardenisland.com/2025/04/14/hawaii-news/social-security-to-keep-accepting-claims-by-phone/?TGI=8341732266132e2728be1ba024bde5b0bb1f73ec
