“In the last year, it’s gotten a lot worse” A Qualitative Investigation of Barriers to Disability Benefits in 2025

In 2025, the Social Security Administration (SSA) underwent a rapid series of administrative, staffing, and policy changes following the inauguration of the second Trump administration and its creation of the Department of Government Efficiency (DOGE). These changes included the largest-ever SSA staffing cut (Romig & O’Connor, 2025a), the consolidation of ten regional offices down to four, the push to move customer service activities online, the expansion of automated and Artificial Intelligence (AI)-based services, and frequently changing policies regarding overpayment withholding rates and access to walk-in services at field offices. Media reports and SSA press releases have often presented conflicting accounts of how these unprecedented changes impact SSA claimants, especially those applying for benefits under SSA’s two major disability programs, Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI).