Ernst, Feenstra seek review of Iowa Social Security office

U.S. Sen. Joni Ernst and U.S. Rep. Randy Feenstra are asking the Social Security Administration to investigate the Sioux City field office after receiving a tip about long delays in claims processing at the office.

The Iowa politicians, both Republicans, sent a letter to Inspector General Gail Ennis asking the agency to review complaints at the field office. Feenstra’s district includes Sioux City.

In the letter provided by Ernst's office, they said the field office's response to routine requests often takes "weeks to months" and the office is "dismissive or provides no substantive updates" when presented with concerns.

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The letter included an email that Ernst's office received from an organizational payee — an organization that manages Social Security payments — with concerns. The payee said in an email to a manager that they had sent 12 intake forms to the field office, some dating to December, without receiving responses.

The Social Security Administration did not respond to a request for comment.

While Ernst did not provide any evidence that the delays were caused by remote work, she tied the complaints to her push for federal workers to return to the office. The letter pointed to the low number of workers in the agency's Washington headquarters and said the field office delays are "no surprise."

“Iowans deserve a Social Security Administration that actually works for them. I’m horrified by reports of the Sioux City Field Office’s habit of ignoring Iowans, and I’m fighting to get to the bottom of it,” Ernst said in a statement.

Feenstra echoed the remote work concerns and said the office should be doing more to get benefits to people on time.

"However, the SSA office in Sioux City has failed to uphold its responsibility to taxpayers, with reports of serious delays and indifference to the needs and requests of Iowans," Feenstra said. "It’s my concern that these delays are due, in large part, to the increase of remote work within federal agencies."

A June 2023 report on disability claim wait times in the agency pointed to telework during the pandemic as one of several causes of increased wait times. Other factors included the agency hiring new staff and losing experienced staff, and changes in policy and procedures.

Last August, Ernst asked the inspectors general at the 24 major federal agencies to investigate their remote work practices.

In a response to that letter, Ennis said management of staff, including the loss of experienced workers, is contributing to the agency's challenges. She said some staff have left to pursue jobs with a more flexible workload and remote work.

Most workers at the SSA, including field office workers, are required to work in person at least three days per week, Ennis said in the letter. She said the agency is reviewing the impact of remote work on productivity.