The Social Security Administration (SSA) is in the process of making an unprecedented shift in how it communicates. It is moving in new directions from the more established ways like press releases and “dear colleague” letters. Instead, the agency will now have to use only the social media platform X (formerly Twitter) for all hazard-related communications to the public. This decision comes at a time of unprecedented turmoil within the SSA. Not only have they cut staff tremendously, including more than 40% of their regional office staff.
Effective immediately, the SSA will no longer issue press releases. They will no longer engage with the media nor the public through outdated written communication. Linda Kerr-Davis, a regional commissioner at the SSA, revealed a dramatic change in the SSA’s communications strategy. We are going to stop sending press releases and dear colleague letters to inform the media and public about programmatic and service changes, she promised. The agency is going to broadly use X in all their communications to the press and public. This is going to be our main mode of communication.
This pivot raises concerns among SSA employees about the potential negative impact on their ability to perform their jobs effectively. The agency has only 547 full-time employees and less than a dozen regional offices. This number will soon be reduced by an estimated 87 percent, leaving only 70 employees remaining in those cities. Retiring workers as well as those laid off have reduced the SSA’s workforce from nearly 700 employees. Just since February, the agency has cut 7,000 positions.
Critics within the agency worry that this shift to social media could hinder communication with advocacy groups and third-party organizations that help individuals access social security benefits. In the past, the SSA used “dear colleague” letters to proactively educate these organizations on policy shifts and programmatic developments. A recent former employee expressed alarm at what this move would mean. They asked, “How is this not a conflict of interest when most managers aren’t even on it?
Another hurdle for employees is the prohibition against posting to social media while on government computers. In order to get access, they have to file highly restrictive security clearance requests. This onerous requirement poses a serious threat to clear communication, both internally and to the public.
Some SSA staffers are concerned that this new policy will further restrict the public’s access to important information. Don’t tell that to Liz Huston, White House spokesperson, who insists that the agency is still very much in touch with stakeholders, for instance. Fewer than one in four claims fall into this bucket. “This foundation has created a lot of bad press,” Huston said, responding to media coverage.
Huston reiterated the administration’s focus on making sure resources end up in the places that need them most. “There hasn’t been a loss in staff. In order to maximize service delivery, we are reallocating staff from regional offices to front-line support. This is the right action — directing our limited resources to where they’re needed the most. President Trump is going to keep protecting Social Security always,” she said.
The SSA also recently implemented stringent new identity verification requirements. In addition, they addressed issues about the completeness of death registration in their outreach efforts with stakeholders. According to agency reports, “less than one-third of 1 percent are erroneously reported deaths that need to be corrected.” Elon Musk has called BS on this practice. For example, here he claims that the SSA’s death records are rife with mistakes.
Kerr-Davis admitted that this shift in creative communications strategies would be uncomfortable for most people inside the agency. Yet this must all seem incredibly strange to you, she told us. It did to me I hope too. Getting used to these radically new practices will be key for charting the agency’s direction in years to come.
The SSA is moving to a new communication model on X. What remains to be seen are the effects of these new changes on internal operations, and of public-facing changes to how the public accesses critical information about social security services.
Leave a Reply