'Suicide is only one option': Social Security staff newly assigned to phone duties raise concerns over training

https://www.govexec.com/management/2026/02/suicide-only-one-option-social-security-staff-newly-assigned-phone-duties-raise-concerns-over-training/411429/

The Social Security Administration has instructed employees newly assigned to answering phones to tell callers expressing suicidal thoughts that suicide is “one option,” raising concerns from employees and experts in the field who called the approach unorthodox.

SSA recently began shifting new swaths of its workforce to phone answering duty, including those who normally receive and process retirement and disability claims, manage the agency’s technology and work in the agency's finances unit. Those employees received brief, three-hour training before they began answering calls.

As part of that training, they were warned some callers may express suicidal ideation and presented with examples using a theoretical employee named Fiona.

“It's important for Fiona to keep the caller engaged and to remind her that suicide is only one option,” the animated trainer told employees in the video, a copy of which was obtained by Government Executive, “and that there is no urgency to make any decisions.”

Employees at the training, which occurred on Jan. 26 for benefits authorizers and post-entitlement technical experts, were taken aback by the comment and asked their supervisors for clarity. One employee at the training said there was “disbelief that it was just said” among those in the room.

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