Since the Social Security Administration (SSA) implemented an appointment-only policy in November of 2024, SSA has encouraged people to utilize phone and online services; however, there are long wait times, and many disabled individuals are unable to navigate online services.
Social Security released an Emergency Message (EM 24059 REV 2) today, August 6, 2025, which is effective through February 5, 2026 regarding broader walk-in exceptions to the local Social Security offices. This message reiterates that SSA is not to refuse anyone. The message states, “We will continue to promote online services and will not refuse in-person customer service at our FOs/SSCCs.” [1]
This notice goes on to note the following regarding walk-in services:
When a customer visits a FO/SSCC without an appointment, provide same-day service if the customer’s situation requires immediate or specialized attention or it otherwise makes sense. For example:
o Dire need situations,
o Terminal illness cases,
o Special enumeration situations,
o Military personnel,
o Vulnerable individuals facing barriers,
o Congressional or public relations-related inquiries,
o Actions required to support a pending claim, including time sensitive actions (e.g., immediate payments, critical case criteria as stated in RS 02801.001 Critical Case Criteria and Exclusions, anomalous claims and death correction cases),
o When a customer without an SSN attempts to schedule an enumeration appointment through ESS and none are available,
o Local management’s discretion, and
o Express Interviews.
NOTE: FOs with light walk-in traffic may continue to support walk-in services and offices should be sensitive to customers who have driven far distances to visit the office. Please advise these visitors of the option to schedule an appointment for their next visit.
At the closing of the message, it again notes “IMPORTANT: DO NOT turn people away for in-person service who are unable to make an appointment, or in other situations where it does not make sense, e.g., offices with light walk-in traffic.”
Our office encourages claimants to make an appointment, but not all individuals can handle the phone wait times or due to dire situations, are unable to wait to visit the local office. In that case, I recommend you take this notice with you, as the ever-changing rules from SSA have even kept front line workers at the Administration confused.
If you are looking at filing a claim for disability, contact Gardberg and Kemmerly. We are committed to helping the injured and disabled for over thirty years. If you need help with a disability claim, call the office at 343-1111 for a free consultation.
[1] PolicyNet/Instructions Updates/EM 24059 REV 2: Social Security Administration Offices Transition to Appointment Focused Service for In-Person Services