When Elon Musk’s “Department of Government Efficiency” (DOGE) was running roughshod over the Social Security Administration (SSA) last year, experts warned it could spell disaster for disabled, ill, and aging Americans who depend on its programs. A March 2026 report by the Disability Rights Education and Defense Fund (DREDF) and the American Association of People with Disabilities (AAPD) offers insights into just how dire the situation has become.
“It seems that applications are taking longer and being denied more often and running into more errors in the process,” Matthew Borus, a professor at Binghamton University and one of the report’s authors, told Truthout.
The new report is based on interviews with more than 50 benefits specialists working at dozens of organizations nationwide that, together, assist about 8,000 claimants each year in obtaining and maintaining Supplemental Security Income (SSI) or Social Security Disability Insurance (SSDI). Those programs provide financial assistance to about 13.5 million older Americans and those with disabilities.
The programs have long been criticized for their inadequacy and steep barriers to access. Now, things are getting worse. “It just feels like you’re banging your head against the wall,” Brenna, who is using a pseudonym for fear of retaliation against her organization or clients, told Truthout.
Brenna works as an attorney at a medical-legal partnership in Washington, D.C., an organization comparable to those interviewed for the DREDF and AAPD report. She helps vulnerable patients apply for SSI/SSDI.
“It becomes difficult to trust even what advice you can give patients because you hardly know what to expect [yourself] because sometimes what the Social Security Administration says is, in fact, what happens, and often, it’s not,” Brenna told Truthout.
Contradictions and a lack of accountability were among the common issues identified in the DREDF and AAPD report. Others include challenges with a new phone system, inconsistent and confusing field office policies, longer processing times, more denials and errors, and an increased number of overpayments and payment center issues.
These problems are likely the result of a series of changes to SSA’s customer service processes that began soon after Donald Trump returned to the White House on a mission to gut the federal workforce and slash spending on social services.
The Social Security Administration lost about 7,500 employees, or 13 percent of its workforce, from January 2025 to January 2026, according to data from the Office of Personnel Management. Customer service positions were hit especially hard, with a loss of over 3,000 staff tasked with assisting visitors to field offices and callers to the administration’s national 800 number, according to a Center on Budget and Policy Priorities report. That same report found that leadership shifted thousands of the remaining workers into customer service positions to plug gaps, but this means that many now responsible for customer support have little to no experience in their roles.
Changes have also come to the phone system. Brenna told Truthout she now often waits upwards of an hour on hold before reaching an agent, and once connected, the call often drops after only a couple of minutes. Borus said in his interviews with benefits specialists that many reported their calls were often rerouted between field offices, making it difficult to resolve case-specific issues.
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