SSA Alters Communication Approach as Workforce is Reduced
The Social Security Administration (SSA) is making a significant shift in its communication with the media and the public by discontinuing press releases and “dear colleague” letters. Instead, the agency will now rely exclusively on X (formerly known as Twitter) for all updates and announcements, as reported by sources to WIRED.
Shift in Communication Strategy
During a recent management meeting, Linda Kerr-Davis, the SSA’s regional commissioner, announced, “We are no longer planning to issue press releases or those dear colleague letters to inform the media and public about programmatic and service changes. Instead, the agency will be using X to communicate to the press and the public…so this will become our communication mechanism.”
This strategy change comes at a time when the SSA is undergoing substantial staffing reductions. Previously, “dear colleague” letters served not only as a means of informing the public but also provided essential updates to advocacy groups involved in assisting individuals with accessing social security benefits.
Implications for Stakeholders
The discontinuation of these traditional communication methods raises concerns regarding access to important information. Recent communications from the SSA addressed various topics, including new identity verification procedures and updates on the agency’s death record accuracy, highlighting issues that may now be less transparent.
Critics within the agency express concern that transitioning solely to X could limit access to essential information for vulnerable groups, particularly elderly beneficiaries. “Do they really expect senior citizens will join this platform?” questioned one SSA staff member. Another employee noted, “This will ensure that the public does not get the information they need to stay up to date.”
Impact on SSA Operations and Employees
As a result of these communication changes, SSA employees may face challenges in staying informed about agency affairs. Due to restrictions on accessing social media from government computers, many staff members will need to navigate these changes without traditional tools. The impact of significant staffing cutbacks, with approximately 87 percent of regional office personnel expected to be eliminated, further complicates this situation.
In February, the SSA had already laid off 7,000 employees. This reduction means that the agency may only have around 70 employees remaining across its regional offices, a sharp decrease from nearly 700 in past years. Kerr-Davis acknowledged that the diminished workforce could hinder the agency’s ability to respond to fraud and support inquiries. “Things are going to break, and they’re going to break fast,” she stated during a meeting.
Future Outlook
As this new communication strategy unfolds, the SSA appears to be navigating uncharted territory. Kerr-Davis reflected on the changes: “I know this probably sounds very foreign to you, it did to me as well. It’s not what we are used to, but we are in different times now.”
The agency has not yet issued a public statement responding to the concerns raised about this communication overhaul or the personnel cuts. As the situation evolves, many will be watching closely to see how these changes impact the delivery of social security services.
Reporting contributed by Vittoria Elliott and David Gilbert.