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Social Security Administration 'In Turmoil' as New Reporting Details Damage Done by Trump Cuts
In-depth reporting from the Washington Post found the Social Security Administration is dealing with "record backlogs that have delayed basic services to millions of customers."
Dec 30, 2025
An in-depth report published by the Washington Post on Tuesday offers new details about the damage being done to the Social Security Administration during President Donald Trump's second term.
The Post, citing both internal documents and interviews with insiders, reported that the Social Security Administration (SSA) is "in turmoil" one year into Trump's second term, resulting in a customer service system that has "deteriorated."
The chaos at the SSA started in February when the Trump administration announced plans to lay off 7,000 SSA employees, or roughly 12% of the total workforce.
This set off a cascade of events that the Post writes has left the agency with "record backlogs that have delayed basic services to millions of customers," as the remaining SSA workforce has "struggled to respond to up to 6 million pending cases in its processing centers and 12 million transactions in its field offices."
The most immediate consequence of the staffing cuts was that call wait times for Social Security beneficiaries surged to an average of roughly two-and-a-half hours, which forced the agency to pull workers employed in other divisions in the department off their jobs.
However, the Post's sources said these employees "were thrown in with minimal training... and found themselves unable to answer much beyond basic questions."
One longtime SSA employee told the Post that management at the agency "offered minimal training and basically threw [transferred employees] in to sink or swim."
Although the administration has succeeded in getting call hold times down from their peaks, shuffling so many employees out of their original positions has damaged the SSA in other areas, the Post revealed.
Jordan Harwell, a Montana field office employee who is president of American Federation of Government Employees (AFGE) Local 4012, said that workers in his office no longer have the same time they used to have to process pay stubs, disability claims, and appointment requests because they are constantly manning the phones.
An anonymous employee in an Indiana field office told the Post that she has similarly had to let other work pile up as the administration has emphasized answering phones over everything else.
Among other things, reported the Post, she now has less time to handle "calls from people asking about decisions in their cases, claims filed online, and anyone who tries to submit forms to Social Security—like proof of marriage—through snail mail."
Also hampering the SSA's work have been new regulations put in place by Tesla CEO Elon Musk's Department of Government Efficiency that bar beneficiaries from making changes to their direct deposit information over the phone, instead requiring them to either appear in person at a field office or go online.
The Indiana SSA worker told the Post of a recent case involving a 75-year-old man who recently suffered a major stroke that left him unable to drive to the local field office to verify information needed to change his banking information. The man also said he did not have access to a computer to help him change the information online.
"I had to sit there on the phone and tell this guy, 'You have to find someone to come in... or, do you have a relative with a computer who can help you or something like that?'" the employee said. "He was just like, 'No, no, no.'"
Social Security was a regular target for Musk during his tenure working for the Trump administration, and he repeatedly made baseless claims that the entire program was riddled with fraud, even referring to it as "the biggest Ponzi scheme of all time."
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Labor Leaders Blast DHS Chief Noem's Union-Busting Attack on TSA Workers
"Noem's decision to rip up the union contract for 47,000 TSA officers is an illegal act of retaliatory union busting that should cause concern for every person who steps foot in an airport," said the AFGE president.
Dec 13, 2025
On the heels of a major win for federal workers in the US House of Representatives, the Transportation Security Administration on Friday revived Homeland Security Secretary Kristi Noem's effort to tear up TSA employees' collective bargaining agreement.
House Democrats and 20 Republicans voted Thursday to restore the rights of 1 million federal workers, which President Donald Trump had moved to terminate by claiming their work is primarily focused on national security, so they shouldn't have union representation. Noem made a similar argument about collective bargaining with the TSA workforce.
A federal judge blocked Noem's first effort in June, in response to a lawsuit from the American Federation of Government Employees, but TSA moved to kill the 2024 agreement again on Friday, citing a September memo from the Department of Homeland Security (DHS) chief. AFGE pledged to fight the latest attack on the 47,000 transportation security officers it represents.
"Secretary Noem's decision to revoke our union contract is a slap in the face to the dedicated workforce that shows up each and every day for the flying public," declared AFGE Council 100 president Hydrick Thomas. "TSA officers take pride in the work we perform on behalf of the American people—many of us joined the agency following the September 11 attacks because we wanted to serve our country and make sure that the skies are safe for air travel."
"Prior to having a union contract, many employees endured hostile work environments, and workers felt like they didn't have a voice on the job, which led to severe attrition rates and longer wait times for the traveling public. Since having a contract, we've seen a more stable workforce, and there has never been another aviation-related attack on our country," he noted. "AFGE TSA Council 100 is going to keep fighting for our union rights so we can continue providing the very best services to the American people."
As the Associated Press reported:
The agency said it plans to rescind the current seven-year contract in January and replace it with a new "security-focused framework." The agreement... was supposed to expire in 2031.
Adam Stahl, acting TSA deputy administrator, said in a statement that airport screeners "need to be focused on their mission of keeping travelers safe."
"Under the leadership of Secretary Noem, we are ridding the agency of wasteful and time-consuming activities that distracted our officers from their crucial work," Stahl said.
AFGE national president Everett Kelley highlighted Friday that "merely 30 days ago, Secretary Noem celebrated TSA officers for their dedication during the longest government shutdown in history. Today, she's announcing a lump of coal right on time for the holidays: that she’s stripping those same dedicated officers of their union rights."
"Secretary Noem's decision to rip up the union contract for 47,000 TSA officers is an illegal act of retaliatory union busting that should cause concern for every person who steps foot in an airport," he added. "AFGE will continue to challenge these illegal attacks on our members' right to belong to a union, and we urge the Senate to pass the Protect America's Workforce Act immediately."
American Federation of Labor and Congress of Industrial Organizations (AFL-CIO) president Liz Shuler similarly slammed the new DHS move as "an outrageous attack on workers' rights that puts all of us at risk" and accused the department of trying to union bust again "in explicit retaliation for members standing up for their rights."
"It's no coincidence that this escalation, pulled from the pages of Project 2025, is coming just one day after a bipartisan majority in the House of Representatives voted to overturn Trump's executive order ripping away union rights from federal workers," she also said, calling on senators to pass the bill "to ensure that every federal worker, including TSA officers, are able to have a voice on the job."
The DHS union busting came after not only the House vote but also a lawsuit filed Thursday by Benjamin Rodgers, a TSA officer at Denver International Airport, over the federal government withholding pay during the 43-day shutdown, during which he and his co-workers across the country were expected to keep reporting for duty.
"Some of them actually had to quit and find a separate job so they could hold up their household with kids and stuff," Rodgers told HuffPost. "I want to help out other people as much as I can, to get their fair wages they deserve."
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Labor Movement Cheers as House Members Force Vote to Restore Federal Workers' Union Rights
"We commend every Democrat and Republican who signed the discharge petition to bring the Protect America's Workforce Act to a vote, but the fight isn't over," said AFL-CIO president Liz Shuler.
Nov 17, 2025
Two Republicans in the US House of Representatives on Monday added their names to a discharge petition that will now force a vote on legislation to restore the collective bargaining rights of hundreds of thousands of federal workers targeted by GOP President Donald Trump.
US Reps. Jared Golden (D-Maine) and Brian Fitzpatrick (R-Pa.) responded to Trump's legally contentious executive order by introducing the Protect America's Workforce Act in April. They began collecting petition signatures in June. At least 218 members had to sign it to override House Speaker Mike Johnson (R-La.) and force a vote on the bill.
Two New York Republicans, Congressmen Nick LaLota and Mike Lawler, signed the petition on Monday. It was previously signed by the sponsors, House Democrats, and GOP Reps. Rob Bresnahan (Pa.) and Don Bacon (Neb.). Their move came on the heels of an end to the longest government shutdown in US history, which left some federal workers furloughed and others working without pay.
"Every American deserves the right to have a voice in the workplace, including those who serve their country every single day. Supporting workers and ensuring good government are not opposing ideas," Lawler said in a statement. "They go hand in hand. Restoring collective bargaining rights strengthens our federal workforce and helps deliver more effective, accountable service to the American people."
"Speaker Johnson has run out of excuses to delay a vote on this legislation to restore federal workers' rights."
Golden, a former Blue Dog Coalition co-chair who recently announced his plans to retire from Congress after this term, thanked the newest signatories for joining the fight for his bill.
"America never voted to eliminate workers’ union rights, and the strong bipartisan support for my bill shows that Congress will not stand idly by while President Trump nullifies federal workers’ collective bargaining agreements and rolls back generations of labor law," Golden said. "I'm grateful to Reps. LaLota and Lawler for bringing this discharge petition over the finish line, and I'm calling on Speaker Mike Johnson to schedule a clean, up-or-down vote on this bill."
Liz Shuler, president of the American Federation of Labor and Congress of Industrial Organizations (AFL-CIO), the country's largest federation of unions, similarly welcomed the latest signatures and set her sights on the House speaker.
"The labor movement fought back against the largest act of union-busting in American history by doing what we do best: organizing," Shuler said in a Monday statement. "Working people built a bipartisan coalition to restore union rights to federal workers in the face of unprecedented attacks on our freedoms. We commend every Democrat and Republican who signed the discharge petition to bring the Protect America’s Workforce Act to a vote, but the fight isn't over."
"Speaker Johnson has run out of excuses to delay a vote on this legislation to restore federal workers' rights," she continued. "It's time to bring the Protect America's Workforce Act to a vote and restore federal workers' right to collectively bargain and have a voice on the job."
Other discharge petitions might be more salacious, but it is HUGE news tonight that two Republicans just got the Protect America’s Workforce Act discharge petition to 218 to restore federal workers’ union rights.Let’s get the job done. ✊
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— Lauren Miller (@laurenmiller.bsky.social) November 17, 2025 at 6:18 PM
Everett Kelley, national president of the American Federation of Government Employees (AFGE)—which is the largest federal workers union, representing 820,000 people in the federal and District of Columbia governments—also applauded the development on Monday.
"An independent, apolitical civil service is one of the bedrocks of American democracy," Kelley said in a statement. "Today, lawmakers stood up together to defend that principle and to affirm that federal workers must retain their right to collective bargaining. This is what leadership looks like."
"Federal workers do their jobs every day without regard to politics. Today's action honors that commitment," Kelley asserted.
"AFGE will continue fighting until these essential rights are fully restored, including by fighting to retain Section 1110 of the must-pass National Defense Authorization Act," he vowed, referring to an amendment to the NDAA that restores bargaining rights to hundreds of thousands of civilians working in the US Department of Defense.
While discharge petitions are rarely successful, this one secured the necessary 218 signatures following a similar victory last week, when the newest member of Congress, Rep. Adelita Grijalva (D-Ariz.), signed her name to an effort to force a vote on releasing files related to deceased sex offender Jeffrey Epstein.
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