Social Security is directing employees who normally process benefits to answer phones instead

"The Social Security Administration is shifting more employees to its phone line, a move that employees say risks adding to backlogs and processing times for the public as employees who typically handle those workloads are reassigned to take calls. Employees who receive and process retirement and disability claims, manage the agency's technology and work in the agency's finances unit will be answering SSA's phone line after only hours of training."

"The reshuffling comes after SSA pushed out over 7,400 employees last year, according to newly released government data. That total eclipsed the Trump administration's intended target of shedding 7,000 SSA workers, a target it announced a year ago. That loss of workers included 1,387 contact representatives at the SSA, which is now fielding applications for replacements at several locations around the country."

Social Security Administration is reassigning employees who process retirement and disability claims, manage technology, and work in finance to answer the agency's phone line after only hours of training. The reassignment follows the removal of over 7,400 employees last year, exceeding a target of shedding 7,000 workers. The layoffs included 1,387 contact representatives, prompting recruitment for replacements. Up to 800 employees from processing centers and support units were shifted to calls, and additional staff from disability adjudication, finance, field services, digital services, and CIO units were reassigned. Staff warned the changes could increase backlogs and slow benefit processing for seniors and disabled Americans.

Read at Nextgov.com