Dear Editor:
For millions of older Americans, Social Security is not just a government program — it is the financial backbone of retirement. It is the safety net and essential income that allows them to pay for food, housing, and healthcare. Yet, as the Social Security Administration (SSA) increasingly shifts services online and reduces live phone support, a gap is growing between the services offered and the people who depend on them most.
For the 60+ community, limited phone support at Social Security is more than an inconvenience — it can mean the difference between receiving timely benefits or falling into financial distress.
While online services are helpful for many, not all older adults have reliable access to the internet or feel comfortable navigating complex online systems. According to a Pew Research Center study, about 25% of Americans over the age of 65 do not use the internet. Even among those who do, many are not confident in their ability to complete important paperwork online. Concerns about online fraud, identity theft, confusing websites, and complicated security steps deter some older adults from using digital platforms.
For these individuals, the ability to speak directly with a knowledgeable Social Security representative over the phone is not just preferable — it is essential.
Social Security benefits are not always straightforward. Many retirees and people approaching retirement have complex questions about eligibility, spousal benefits, survivor benefits, Medicare enrollment, or disability claims. These are not one-size-fits-all situations that can be easily resolved by reading a FAQ or filling out an online form.
A live phone call allows seniors to ask questions, explain unique circumstances, and get real-time clarification. When phone support is limited, some people struggle to resolve problems or make critical decisions, potentially losing out on benefits they are entitled to receive.
It’s important to remember that a significant number of older adults experience age-related challenges that make navigating online systems even more difficult. Declining vision, hearing loss, arthritis, memory problems, and cognitive impairments can make using a computer or mobile device intimidating, if not impossible. Phone conversations with patient, trained representatives can provide clarity and reassurance that automated systems cannot.
Mistakes in Social Security applications or records can have significant, long-lasting consequences. Incorrect benefit amounts, missed deadlines, or paperwork errors can take months to correct — time that a financially vulnerable person cannot afford. Phone support can help ensure that forms are completed accurately and that the caller fully understands the decisions they are making.
For many people, dealing with Social Security is stressful. The fear of losing benefits, misunderstanding complex rules, or falling victim to scams creates anxiety. The ability to talk to a real person can provide not only accurate information but also emotional reassurance and peace of mind.
For older people living alone or who do not have family nearby to assist them, limited phone support compounds their vulnerability. Without accessible phone assistance, they may have nowhere to turn.
Modernizing and creating efficiencies within government services is understandable and necessary, but it must be done in a way that does not leave behind those who need the most help. For older adults, reducing phone support can create unnecessary barriers to accessing the very benefits designed to protect them in their later years.
As the population ages and more Americans depend on Social Security, policymakers must recognize that a “digital-first” approach does not serve everyone equally. Maintaining strong, accessible, and adequately staffed phone support is not a luxury — it’s a lifeline for millions of seniors who deserve dignity, clarity, and support as they navigate one of the most important systems in this phase of their lives.
Scott Trenti
CEO, SeniorCare Inc.
This letter appeared in the Gloucester Times on June 26, 2025