Seeking help from Social Security system requires patience

ShareThis

Every day this year, about 10,000 baby boomers turn 62.Many will have questions about their Social Security benefits, but few will likely get answers -- at least not quickly.The Social Security Administration's has reduced its staffing by more than 5 percent since 2003, to about 60,000.That means seniors such as Early L. Graham of Raleigh, N.C. have dealt with long hold times and promises of call backs that never come."I had to call three different numbers before I got anyone on the phone," Graham said.Brian Simpson, a spokesman at the Social Security office in Raleigh, said he hears similar complaints all the time.Trying to handle customer demand with fewer employees, the agency has shifted some workers away from phone lines to front desks to assist walk-in clients.Graham, 64, said he has tried for more than a year to resolve a complicated issue regarding his Social Security payments. On the rare occasions when he has gotten someone on the phone, he has had to explain his situation from the beginning.Graham finally started keeping track of the people he spoke with, which has helped somewhat. Still, many of his questions remain unanswered.If you are a baby boomer or the child of one, it's just a matter of time before you will have to contact the Social Security Administration. Brace yourself.Here are tips that can help:- Go online. Over the past few years, the administration has built up its Web site (www.ssa.gov), Simpson said. You can apply for benefits, calculate benefits, report a death and process a name change after a marriage or divorce. The site also has answers to frequently asked questions.- Do business in person. Consider making the trip to your local office. The chances of being helped are much better in person than by phone.- Follow up. If your case requires a follow-up visit or call, there are a several things you should do to make sure you don't get lost in the system.Always get the name of the person who is helping you. And make sure you make note of your claim number or application number. That is usually your Social Security number, followed by a letter. Also, get the name of the person who will be assigned to your case.- Get help. It's possible to have a family member or caregiver talk with a SSA representative on your behalf. However, the SSA has to verify that you have agreed to let that person represent you, Simpson said. You can do this by phone, or you can download a form on the Web site (www.ssa.gov/representation/, then click on the "Appointment of Representation" form near the bottom of the page).- Get legal help. If the problem is complicated, you are entitled to have legal help in dealing with the Social Security Administration. The agency even caps the amount a lawyer can charge a client when the case involves a Social Security claim.- Get congressional help. Your elected officials in Washington have people on staff to assist constituents with such problems. They typically have established contacts at the SSA and can get matters resolved more quickly.Another benefit to calling lawmakers: It makes them more aware of problems, and perhaps they will fight to increase the SSA's budget. The more money the SSA gets, the more likely that someone will be available to take your call. E-mail Vicki Parker at vicki.parker(at)newsobserver.com (Distributed by Scripps Howard News Service, www.scrippsnews.com.)