Can the Federal Government’s State Health Insurance Assistance Program Help SSA Service Delivery?

Jean-Pierre Aubry, Boston College and Caitlin E. Coyle, UMass Boston

Retiring Boomers are increasing the demand for SSA services at a time when budget constraints and retiring staff are limiting the agency’s capacity to deliver them. Although SSA encourages use of its online self-service tools, almost two-thirds of retirees contact SSA staff in-person or by phone at some point during the OASI claiming process – with non-White individuals being particularly likely to do so.

A previous estimate suggests that only about half of those who contact SSA require guidance from expert staff for complicated situations – such as spousal benefits or immigration issues. If so, the other half could be served through a knowledgeable volunteer workforce. A potential source of volunteer support could be based on the federal government’s State Health Insurance Assistance Program (SHIP) — which provides funding to train volunteers (and staff) to offer counseling on Medicare, Medicaid, and other health insurance options.