Social Security Changes Access to In-Person Services

Appointment-based services at local Social Security offices are expanding, the Social Security Administration (SSA) announced on Nov. 14, 2024. In the SSA’s ongoing commitment to serve the public more efficiently, it aims to reduce wait times, streamline service delivery, and improve the overall customer experience by scheduling appointments.

Nearly 400 field offices have already moved to appointment-based service this year. These offices have seen significant improvements in wait times due to more efficient and helpful visitor experiences and increases in the number of customers able to complete their business online.

Implementation of appointment-based services will be developed nationwide in two phases. The first phase is a transition period now through Jan. 5, 2025. The purpose of this transition period is to educate SSA’s customers about needing to schedule an appointment for SSA services. As a reminder, many of SSA’s services can be provided via phone with an appointment and do not require a customer to walk into an office for service.

Effective Jan. 6, 2025, SSA will require customers to schedule an appointment for service in its field offices, including requests for Social Security cards. SSA encourages customers to become accustomed to its online services (ssa.gov/onlineservices), where many transactions can be completed conveniently and securely, and automated services (ssa.gov/agency/contact/phone.html) available by calling 1-800-772-1213 (SSA’s national 800 number).

Customers who are not able to conduct their business online or with the automated options may call their local Social Security office or its national 800 number to schedule an appointment. Find your local Social Security office at secure.ssa.gov/ICON/main.jsp. The Honolulu office is located in the Federal Building at 300 Ala Moana Boulevard.

Those who are unable to make an appointment or do not want to make an appointment will not be turned away for service. For example, members of vulnerable populations, military  personnel, people with terminal illnesses and individuals with other situations requiring immediate or specialized attention may still walk in for service at their local field office. Some SSA offices also have minimal to no wait times, and they will still serve customers who walk in.