Vasquez Urges Social Security Administration to Assist Seniors and Resolve Wait Times

WASHINGTON, D.C. — U.S. Representative Gabe Vasquez (NM-02) has urged the Social Security Administration (SSA) to address mounting concerns about prolonged wait times for New Mexicans on the SSA’s 1-800 phone service line. In a government shutdown, thousands of SSA workers will be furloughed, further extending the wait times for New Mexicans. Vasquez proactively called for immediate steps to resolve this issue that impacts constituents awaiting crucial benefits decisions.

“Waiting on hold can be frustrating, but when it comes to getting help with Social Security benefits it is not just a minor inconvenience, but a serious problem,” said Rep. Vasquez. “It is unacceptable that New Mexicans are forced to wait to get help with their benefits–or worse, not receive assistance at all. I’m working to address this issue as quickly as possible to ensure those who need help can get it.”

The letter to Acting Commissioner Kijakazi highlights the trend of increased wait times for calls to the SSA’s toll-free number in recent years. This year, the average wait time for callers rose to approximately 38 minutes, compared to 13 minutes in 2021 and just 10 minutes a decade ago in 2013, according to SSA. Some callers have reported that they are unable to get through to reach a human at all, severely impacting their ability to access the benefits they deserve. Vasquez stressed that constituents have repeatedly reported difficulties with the hotline, underscoring the urgency of the matter.

Ahead of the government shutdown, the lack of federal staff to support the SSA can further impact wait times for New Mexicans who rely on social security. New Mexico's second congressional district holds the state’s highest number of disabled worker beneficiaries and Supplemental Security Income beneficiaries who rely on timely assistance, making it vital that the SSA address the escalating wait times promptly.

Vasquez remains committed to representing New Mexicans’ interests and advocating for improved service. Constituents are encouraged to contact the office if they are facing issues with other federal agencies by visiting vasquez.house.gov. 

The full text of the letter is below. 

I am writing to you regarding the increased wait times my constituents have faced when calling the Social Security Administration’s (SSA) 1-800 number service line. These extended wait times can have major consequences on constituents awaiting a decision on benefits, which can be potentially life changing. I ask that your agency prioritize reducing these wait times to improve service to my constituents.

According to SSA’s data, the average response time for a call made to the SSA toll-free number this calendar year was around 38 minutes, up from the 2021 average of 13 minutes and almost 4 times the average wait time of 10 minutes a decade ago in 2013. This alarming upward trend is more than a minor inconvenience; nearly every casework request I have received for Social Security has mentioned problems with the hotline. I have also received complaints from several constituents explaining that they cannot contact their local Social Security office at all. New Mexico’s 2nd District has both the most disabled worker beneficiaries and most Supplemental Security Income beneficiaries of any district in the state – these are constituents that need help the most, and more importantly, in a timely manner.

I understand the service line has experienced disruptions in the past, and that the pandemic significantly increased the number of incoming calls. However, these extended wait times and dropped calls have resulted in the inability to access agency services for some of my most vulnerable constituents. Therefore, I request answers to the following questions:

• What is the Social Security Administration doing to actively reduce service line wait times and prevent dropped calls?
• What resources does the agency need to ensure a call is answered by a human and not an automated response?
• What proactive measures are being taken so wait times do not continue to increase further?

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