WASHINGTON — Today, AARP Executive Vice President and Chief Advocacy and Engagement Officer Nancy LeaMond issued the following statement on the customer service changes announced by the Social Security Administration:

This is a good first step by the Social Security Administration to respond to the concerns of AARP, our members, and older Americans everywhere about plans to discontinue phone service for critical Social Security customer service needs.

Ending phone service and requiring in-person office visits would have a very serious impact on older Americans everywhere. Our members nationwide have told us this change would require hundreds of miles and hours of travel merely to fill out paperwork. SSA should be prioritizing customer service effectiveness and efficiency, and as older Americans tell us, the announcement requiring visits caused confusion and distress.

Merely delaying the implementation of this change is not enough, though. SSA should take a deliberate approach to its proposed changes to customer service that seeks public input, follows a clear communication plan, and allows a reasonable timeframe for compliance.

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About AARP
AARP is the nation’s largest nonprofit, nonpartisan organization dedicated to empowering Americans 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stability and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation’s largest circulation publications, AARP The Magazine and AARP Bulletin. To learn more, visit www.aarp.org/about-aarp/, www.aarp.org/español or follow @AARP, @AARPenEspañol and @AARPadvocates on social media.