For Kiel Hodges, replacing a lost Social Security card has turned into a five-week ordeal with three office visits.
“I need it to get a Real ID at the DMV,” Hodges said outside the Champaign Social Security office on April 16. “I finally got an appointment for a month from now.”
His story echoes others at the federal building in April, where visitors described a system under heavy demand amidst plans to adhere to federal cost cutting initiatives.
A Feb. 28 Social Security Administration press release states that due to recent White House budget cuts, the agency plans to eliminate 7,000 jobs.
Staff cuts quietly posted — then removed
The administration originally published a spreadsheet listing field offices facing severe staff reductions before quietly removing it from its website. CU-CitizenAccess preserved the document using Archive.org, a digital library that saves historical versions of web pages.
The data reveals the Champaign office was expected to lose at least 26.67% of its staff — one of dozens nationwide where attrition exceeds 25%. Other Midwestern offices face even deeper cuts, including 58.3% in Wisconsin Rapids and 57.1% in Nevada, Missouri.
Two representatives from Illinois labor unions, branches of the American Federation of Government Employees (AFGE), confirmed staff reductions at the Champaign social security office.
Jessica LaPointe, president of AFGE Council 220, and Cheryl Bellamy-Bonner of AFGE Local 1395 told reporters the Champaign office had 11 employees in August 2024. By March 2025, staffing dropped to 9 — an 18% reduction — before further cuts took effect.
An employee at the office, who wished to remain anonymous, on April 16 offered their assessment.
“This is one of the biggest offices around and we are always busy, everyday … the likelihood of us getting affected by the cuts is low, there is no way,” they said.
A system on life support
Many of the people reporters spoke to said they were already feeling the effects. Hodges said his wait was due to issues with the computer scheduling system. Some sources, like The Washington Post, have attributed the issue to the Department of Government Efficiency’s (DOGE) software updates and the cuts to social security IT staff.
When asked, the same employee told CU-CitizenAccess on April 16, “The first time you guys were here the scheduling system was down, but now it is not; it’s back up and functioning as usual.”
The SSA responded to the media’s claims on X on April 8, saying the website was down due to “atypical high volume and its 1979 platform,” not DOGE.
Even as staffing dwindles, some offices have scaled back in-person services entirely. SSA’s emergency operations page shows field offices across multiple states such as Arizona and Florida are currently open only for phone appointments due to “staffing shortages or facility issues.”
Laura Haber, 64, of Urbana, who said her sister worked for decades for social security, sees deeper problems.
“They were already understaffed before these cuts,” she said. “In a lot of ways. She was doing social work at its finest … They deal with so many people who need their help, but also their wisdom, their interpretation. There are so many ins and outs and details of how [social security] operates.”
Haber waited over an hour that day but said she was surprised it wasn’t worse.
“Given the stress they’re under, it’s amazing they function at all,” she said. “What we really need is an IT overhaul, not cuts.”
A 73-year-old Champaign man, who wished to remain anonymous, was getting on his bicycle outside the office at 3 p.m.
“I’ve been here since noon,” he said. “Some days it’s quick. Today wasn’t one of them.”
The man told reporters he comes to the office often, as he cannot use the computer system.
“I didn’t get my first computer until I was 50. I can’t do the phone stuff — coming here is my only option.”
Many who visited the office that day said they struggle with the similar tech issues and said they’ve had positive experiences with those who work at the office.
Alexis Edwards of Urbana said she will always be grateful for the office.
“My grandma passed in December,” she said. “When she needed paperwork for her taxes last year, they came to her car because she couldn’t walk in. I’ll always appreciate that.”
This time, though, Edwards glanced at the packed waiting room and left after five minutes.
“I’m not waiting today,” she said.